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Configuring fields on the Close form

You can add or remove fields from the Close form for the following objects:

  • Incident
  • Task
  • Problem
  • Change Request
  • Release
  • Broadcast

If the fields that you want to add to the Close form do not exist for an object, add them to the object first. For more information, see Salesforce Help. If you mark a custom field as required, an error message is shown to the user if no value is specified for the field.

The following table lists out-of-the-box fields that cannot be removed:

Object

Fields that cannot be removed

Incident

  • Update Standard Description
  • Update Standard Resolution
  • Close Tasks
  • Close Linked Incidents

Task

  • Update Standard Description
  • Update Standard Resolution

Problem

  • Update Standard Description
  • Update Standard Resolution
  • Close Tasks
  • Close Incidents

Change Request

  • Close Tasks
  • Close Incident

Release

  • Close Change Requests
  • Close Tasks

Broadcast

  • Update Standard Description
  • Update Standard Resolution
  • Close Incidents

Note

BMC recommends that you do not remove the Follow Up and Follow Up Date fields from the Close form for incidents. If these fields are removed from the form and a follow-up is required for the value in the Category field, an error message will be displayed, and you will not be able to save the form. If you remove the Follow Up field but keep the Follow Up Date field on the form, users will be required to select a value in the Follow Up Date field for follow-up-enabled categories.

To add or remove fields on the Close form

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Objects tile, and from the menu, select the object that you want to add or remove.
  3. Click Field Sets.
  4. In the Action column, click Edit for the Close Form field set.
  5. Perform one of the following actions:
    • To add fields to the field set, drag the required fields from the palette to the In the Field Set list.
    • To remove a field from the field set, from the In the Field Set list, select the field, and click .
  6. Click Save.

Related topics

Closing incidents or service requests

Closing tasks

Closing problems

Closing change requests

Closing releases

Closing broadcasts

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