Working with records

BMC Remedyforce enables you to work with various records such as, incidents, service requests, tasks, problems, change requests, releases, broadcasts, and knowledge articles.

Goal	Supported record type	Reference
To filter records in the list view	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts	Filtering records in list views
To lock a record	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts	Locking records
To submit a record for approval	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts Knowledge Articles	Submitting records for approval
To approve a record	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts Knowledge Articles	Approving records submitted for approval
To view service targets that must be completed to resolve the record	Incidents Service Requests Tasks Problems Change Requests	Viewing service targets for a record
To configure the sequence in which the linked tasks or change request records are completed	Incidents Service Requests Problems Change Requests Releases	Configuring the sequence of linked records in the manifest
To delete a record that is not required	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts	Deleting records
To search the knowledge base to resolve a record	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts	Searching the knowledge base
To create a knowledge article that provides information about resolving a similar issue	Incidents Service Requests Problems Change Requests	Creating a knowledge article from a record
To communicate with the client about the record	Incidents Service Requests Tasks Problems Change Requests	Using email conversation
To link a record with another related record For example, to resolve an incident, you might need to implement a change request.	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts Knowledge Articles	Linking to records of other modules
To view best practices for implementing service desk processes	Incidents Service Requests Problems Change Requests Releases	Viewing the Alignability Process Model
To view the previously assigned queue of a record	Incidents Service Requests Tasks Problems Change Requests Releases Broadcasts	Using the Last Queue field
To view activity feed of a record	Incidents Service Requests Tasks Problems Change Requests Releases	Activity feed in the Remedyforce Console
To assign the record to a staff member	Incidents Service Requests	Assigning records to staff members

Working with records

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