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Creating standard descriptions

To facilitate quicker creation of records, you can create standard descriptions for each category. When you assign a category to a record, you can select if the standard description of the category needs to be filled in the Description field of the record. You might need to add a new standard description to a category for descriptions that are used frequently.

To create a standard description

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Application tile, and from the menu select Standard Description.
  3. In the standard descriptions list view, click New.
  4. Click the Category list.
  5. In the Select from Categories window, perform the following actions:
    1. Select the category of the standard description.
      Categories allow you to classify the standard description using standard classifications, which can be tracked for reporting purposes.
    2. To use the standard description of the selected category, select the Standard Description check box.
    3. To use the standard resolution of the selected category, select the Standard Resolution check box.
    4. Click OK.
  6. In the Standard Description field, type the standard description that is filled in the Description field of a record.
  7. In the Supporting Information section, click the Standard Resolution tab.
    On the Standard Resolution tab, you can add the standard resolutions that are associated with the current standard description by running any of the following commands in the Actions menu:

    Actions menu commands

    Description

    Add

    Opens the Standard Resolution form where you can create a standard resolution that is added to the current standard description

    Edit

    Opens the Standard Resolution form where you can edit the selected standard resolution

  8. Click Save.
  9. (Optional) To designate the current record as inactive, select the Inactive check box.

    Note

    Records marked as inactive are not included in any search performed on the database.

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