Note

 

This documentation supports the 20.16.01 version of Remedyforce.

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Editing change requests

If you are a staff member who is a member of the Change Manager profile, you can create, edit, and delete change requests.

If you are a staff member who is not a member of the Change Manager profile, you can only view change requests, and you cannot create, edit, or delete change requests.

To edit a change request

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. From the list of change requests, select the change request that you want to edit.
  4. Update the information in the required fields.

    To apply a template on an existing record, system administrator must select the Allow applying of templates on an existing record check box on the General Application Settings page. If the check box is not selected, the Template field is shown inactive. For more information about the Allow applying of templates on an existing record check box, see Configuring general application settings.

    Note

    If the Allow applying of templates on an existing record check box is enabled and you have a field of type Text Area (Rich) on the form, the template field values are not displayed on the form immediately. The fields from template are populated when you save the record.

  5. (Optional) To revert the changes that you make to a change request before saving the record, click Reload.
  6. To update the change request, click Save.

To edit multiple change requests

To be able to update multiple change requests, the Enable multi-record updates in list views check box for the Change Requests console view must be selected in the Remedyforce console tab settings. For more information, see Customizing the Remedyforce Console tab.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Change Requests.
  3. Select the check boxes for the records that you want to edit, and click Update.
    You can update only 200 records at the same time.
  4. From the Field list, select the field that you want to update for the selected records.
    Only the fields that are shown on the list view are available in the Field list. Fields of type Auto Number and Formula are not available in the Field list. If you do not have permission to edit any of the fields in the list view, the field is not available in the Field list.
  5. Enter or select a value for the selected field.
  6. Click Apply.
    You can update one field of multiple records at the same time.
  7. To update another field of multiple records, repeat step 4 to step 6.
  8. Click OK.

How changes to change requests are tracked

When you edit a change request, the modifications are tracked in the Change Request History section.

If your system administrator is tracking the Record Update Count field and you modify a tracked field, two records are created in the Change Request History section. One record specifies the change and the other record displays the number of times the change request is modified.

The following table provides an example of the records that are created in the Change Request History section based on whether tracking is enabled for the Status and Record Update Count fields.

Tracking enabled for the Status fieldTracking enabled for the Record Update Count fieldRecords created in Change Request History section
YesYes
  • Changed Status from Opened to Pending.
  • Changed Record Update Count from <x> to <y>.
NoYesChanged Record Update Count from <x> to <y>.
YesNoChanged Status from Opened to Pending.
NoNoNone

Related topics

Enabling field history tracking

Configuring general application settings

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