BMC recommends that you do not edit the fields on the broadcast form of a closed record. You can edit the linked records of linked objects. However, you cannot link another record by using the New Action or New Incident button, or create and link another record by using the Create and Link to Broadcast button.
The following table lists the actions that you can or cannot perform in the record details of a closed broadcast record:
Edit link in the Action column
Delete link in the Action column
New <Link/Action/Incident> Buttons
When closing a broadcast, you can also choose to close all the linked incidents because they are no longer required. If you have selected a closure category for the broadcast, that category is also applied in the Closure Category field of the linked incidents that are closed. Applying the same closure category to the linked incidents ensures that the reason specified for closing the broadcast and all linked incidents is consistent.
Note the following points about closing a broadcast:
- If you close a broadcast that has more than 20 linked incidents, the broadcast is closed first and the linked incidents are closed after some time depending on the number of linked incidents.
- If there is any error when closing the broadcast, the state of the broadcast is rolled back to the state it was before closing.
- If there is an error when closing any linked incident, an error message is added to the corresponding incident's action history.
To close a broadcast
- Click the Remedyforce Console tab.
- From the View menu, select Broadcasts.
- From the list of broadcasts, select the record that you want to close.
From the Actions menu, select Close.
This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.
Enter the required details in the Close Broadcast window and click Save.
The following table lists the fields in the Close Broadcast window.
Select the staff member who has worked on the broadcast. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the broadcast for another staff member, select the required staff member.
The Closed Date field displays the current date and time
Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.
Select the category that suggests the reason for closing the broadcast.
Select the date and time when you want to stop displaying the broadcast message.
The Category field is filled with the category that is entered in the Broadcast form. If the original category is incorrect or no longer applies, select the required category from the Category field.
Type the resolution of the incident. By default, this field is filled with the value of the Resolution field in the Broadcast form. You can modify this field to include the confirmed resolution of the broadcast or any new steps taken to close the broadcast.
Update Standard Description
To add the contents of the Broadcast form Description field as a new standard description for the category of this broadcast, select the Update Standard Description check box. You might need to add a new standard description to describe a frequently occurring issue that belongs to the category of the current broadcast.
Update Standard Resolution
To add the contents of the Broadcast form Resolution field as a new standard resolution for the standard description of the issue, select the Update Standard Resolution check box. You might need to add this resolution for the standard description of this issue because it provides the information to resolve the issue or it might be an alternate method of resolving the issue.
Close Linked Incidents
If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.