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Performing actions on incidents

This section provides information about the additional actions that you can perform on incident and service request records by using the Actions and Agent Tools menus.

Note

You can only view the options that your system administrator has configured for your profile.

To perform actions on an incident record

  1. Click the Remedyforce Console tab.
  2. Click View > Incidents/Service Requests.
  3. From the list of incidents and service requests, select the record on which you want to perform an action.
  4. On the Incident Details form, from the Actions or Agent Tools menu, select the appropriate option.
    For more information, see Actions menu options and Agent Tools menu options.
  5. Save the incident record.

Actions menu options

The following table lists the options that are available by default in the Actions menu for incidents and service requests. Your system administrator can add custom actions and configure the Actions menu options based on profiles.

GoalSelect optionAdditional steps to be performedNotes
To add notes to a record
For example, when clients calls the service desk to provide updates about their incidents, you can type these updates in a note and attach the notes to their records.
Add Note

In the Add Note window, perform the following actions:

  1. Enter the note details.
  2. (Optional) In the Duration field, enter the time that you have spent on the action for which you are adding a note.
  3. Click Add.
Alternatively, you can also navigate to Record Details > Action History > New Note.
To add user-defined or system-defined actions to a recordNew ActionIn the Actions window, select the action that you want to add to the record. If you select the Notes action, a new browser window is displayed where you can enter additional notes.

The actions that you select are displayed in the Action History section on the Record Details page.

Alternatively, you can also navigate to Record Details > Action History > New Action.

To view the history of all actions that are performed on a recordView Action HistoryIn the Incident History window, view the list of actions that are performed for the record. Select an action to view more details.Alternatively, you can also navigate to Record Details > Action History > View Action History.

To add an attachment to a record

Note: You can add attachments to an incident or a service request record before and after saving a record.

Attach/View Files

In the Attach/View Files window, perform the following actions:

  1. To select the file that you want to attach to the incident, click Choose File.
  2. Select the file that you want to add and click Open. The selected file is attached to the record.
  3. To close the Attach/View Files window, click Close.

Note: In the Attach/View Files window, you can also view or delete the existing attachments.

Alternatively, you can also navigate to Record Details > Notes & Attachments > Attach File.

The size of an attachment cannot exceed 25 MB.

To track the date and time when you have responded to a clientRespondedNot applicableWhen you click Responded, the system date and time is updated in the Responded Date field.
To interact with the client about the recordEmailFor more information, see Using email conversation.Not applicable
To request an approval for a recordSubmit for ApprovalFor more information, see Submitting records for approval.Alternatively, you can also navigate to Record Details > Approval History > Submit for Approval.
To create a record similar to an existing recordCloneFor more information, see Cloning incidents.Not applicable
To close a record after it is resolvedCloseFor more information, see Closing incidents.Not applicable
To close a record without filling in the detailsQuick CloseNot applicableNot applicable
To reopen a record if a client continues to face the issue reported in the original incidentReopenFor more information, Reopening incidents.Not applicable
To create a PDF file of the record detailsPrint to PDFNot applicableTo add a specific field to the PDF output, contact your system administrator.
To print the record detailsPrintIn the new browser tab or window that is displayed, click Print This PageNot applicable

Agent Tools menu options

The following table lists the options that are available by default in the Agent Tools menu for incidents and service requests. Your system administrator can configure the Agent Tools menu options based on profiles.

GoalSelect optionAdditional steps to be performedNotes
To search for information to resolve a recordKnowledge SearchFor more information, see Searching the knowledge base.Performing a knowledge search does not search in check box, Date/Time, or Number type fields.
To create a knowledge article and link it to the record to resolve similar issuesCreate Knowledge ArticlesFor more information, see Creating a knowledge article from a record.The knowledge articles that you create are displayed in the Linked Knowledge Articles section.
To view the configuration items that are linked to a recordCMDB ExplorerIn the CMDB Explorer window, click a configuration item to view the detailed information.
  • There is no limit on the number of CIs that you can link to a record; however, at a time, you can view only 150 linked CIs in the CMDB Explorer.
  • Each time you click a record from the CMDB Explorer page, the record opens in a tab in the Remedyforce Console.
To perform actions on BMC Client Management devices that are linked to a recordCI ActionsBased on the version of BMC Client Management, the CI Actions window or Asset Core Actions menu is displayed. For more information about performing actions, see Accessing the BCM Actions menu.The CI Actions option is enabled only if your system administrator has enabled the integration with BMC Client Management.
To search and link similar recordsIncident MatchingFor more information, see Searching for matching incidents.Not applicable
To use a suggested template to create an incidentSuggested TemplatesFor more information, see Creating an incident by applying a template.Not applicable

To assign the record to a suggested owner

Note: You can assign a record to a user, queue, or to a member of the selected queue.

Suggested OwnersFor more information, see Changing the incident owner.System administrators configure suggested owners based on required criteria. If there are no suggested staff members, suggested queues are displayed.
To view service targets linked to a recordService TargetsFor more information, see Viewing service targets for a record.If there are applicable service targets, the Service Targets option is enabled only after you save the record and BMC Remedyforce creates the service target transactions for the record.
To order tasks and change requestsIncident ManifestFor more information, see Configuring the sequence of linked records in the manifest.The manifest is available after you save a record. The manifest provides a tabular view of all the tasks and change requests that are linked to a record.

Related topic

Managing the Actions and Agent Tools menus

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