Note

 

This documentation supports the 20.17.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Editing service requests

You can edit a submitted service request if all of the following conditions are true:

  • System administrator has enabled editing of submitted service requests for your profile (for more information, see Customizing the Remedyforce Console tab.
  • Either approvals are not required or all approvals are rejected
  • No tasks or change requests are created for the service request

Note

Only system administrators can edit the Priority, Closed Date, and Responded Date fields of a service request.

The following topics are provided:

To edit a service request

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the service request that you want to edit.
  4. Update the information in the required fields.
    If you have changed the value of the Impact or Urgency field, the Due Date Calculation window is displayed or the due date is recalculated based on the settings configured by your system administrator.

    If the Due Date Calculation window is displayed, select one of the following options:

    Option

    Description

    Do not recalculate

    The existing due date is retained for the record.

    Recalculate based on open date

    The due date is recalculated by using the opened date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the date and time when the service request was created.

    Recalculate based on current date

    The due date is recalculated by using the current date. For example, if the priority is changed to 1 and the duration assigned to a priority of 1 is 2 hours, the recalculated value of the due date is 2 hours added to the current date and time.

  5. (Optional) To revert the changes that you make to a service request before saving the record, click Reload.
  6. To update the service request, click Save.
    To view the change history of a service request, click the Show History link in the Service Request Details section. This link is shown only after you update and save any input field in the Service Request Details section. For an input field of type Text Area (Rich), content and images of this field are not shown in the history.

To edit multiple service requests

To be able to update multiple service requests, the Enable multi-record updates in list views check box for the Service Requests console views 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 Service 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.
    To view the change history of a service request, click the Show History link in the Service Request Details section. This link shown only after you update and save any input field in the Service Request Details section. For an input field of type Text Area (Rich), content and images of this field are not shown in the history.

How changes to service requests are tracked

When you edit a service request, the changes are tracked in the Incident History section. The following fields on the Service Request form are tracked by default:

  • All Tasks Closed Controller
  • Call Count
  • Category
  • Client ID
  • Due Date
  • Impact
  • Outage End
  • Outage Start
  • Priority
  • Record Update Count
  • Status
  • Urgency

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

The following table provides an example of the records that are created in the Incident 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 Incident 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

General settings for Remedyforce

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