Note

 

This documentation supports the 20.16.01 version of Remedyforce.

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Searching for matching service requests

You can find similar service requests that have been reported for a service, by specifying fields whose values you want to match in other service requests. Your system administrator configures such fields. If you want to match value of a field that is not shown in the Incident Matching field set, ask your system administrator to add it.

You can link matching service requests with the opened service request in one of the following ways:

  • As parent: You can link only one service request record as a parent of the opened record. If the opened record is a parent of one or more records, the Link as Parent for the opened record is disabled.
  • As child: You can link multiple child service requests to the opened service request. After selecting child records, you can also select a status value for the selected service requests.

Note

If you have linked a service request as a child to another service request, you cannot link that service request as a parent or child to any other service request. For example, if you have linked service request A as a parent to service request B, you cannot link service request B as a parent or child to any other service request. Also, you cannot link service request A as a child to any other service request.

The following topics are provided:

To search for matching service requests

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the record for which you want to find matching records.
  4. From the Agent Tools menu, select Service Request Matching.
  5. In the Service Request Matching window, from the Match By list, select the fields whose data you want to match in other records, and click Apply.
    The values in the specified fields of the opened service request are matched with the values in other service requests.
  6. (Optional) If you know that the service request records that you are searching have some common alphanumeric text, enter that text in the Search text box and click Search.
    You can search for text that appears in all the service request fields except fields of type Lookup. The records that match the fields selected in the Match By list and the text that you are searching are displayed.
  7. To link records that match the opened service request, perform the following actions:
    1. From the list of matching records, select the check boxes for the records that you want to link.
      If you have already linked some service request records, those records are not displayed in the list.
    2. Perform one of the following actions:
      • To link the selected record as parent of the service request, click Link Selected Record as Parent of <selected opened service request #>
      • To link the selected records as children of the incident, click Link Selected Records as Children of <selected opened service request #>.
    3. (Linking as children only) Select the status of the linked records, and click Link and Update Status.
      For example, if you select the status Closed, the Status field value is set to Closed in records that you link to the opened
      When creating a status or editing a status record, the system administrator can configure the status as the default linking status in the Status menu. If the system administrator has not configured a default linking status, the default status of Closed is displayed.
      You can view the service requests linked as children in the Linked Incidents list. To view the parent service request, add the service request to the Service Request form. 

To view service requests for a selected client

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the record for which you want to see service requests for the selected client.
  4. From the Agent Tools menu, select Service Request Matching.
  5. In the Service Request Matching window, from the Match By list, select Client ID and clear the check boxes for Account and Category.
  6. Click Apply.
    In a separate window, a list of all the service requests that are raised by or for the client of the service request is displayed.

To view service requests for a selected category

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the record for which you want to see service requests for the selected category.
  4. From the Agent Tools menu, select Service Request Matching.
  5. In the Service Request Matching window, from the Match By list, select Category and clear the check boxes for Account and Client ID.
  6. Click Apply.
    In a separate window, a list of all the service requests that are reported for the category selected for the service request is displayed.

Related topic

Configuring fields to search for matching incidents

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