Note

 

This documentation supports the 20.17.01 version of Remedyforce.

To view the latest documentation, click

Creating tasks by applying a template

To help ensure accuracy and completeness, BMC recommends that you use a template to create a record. A template ensures consistency in the way information is captured. Your administrator can define templates for common tasks.

To create tasks by applying a template

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Tasks and click New.
  3. In the Client ID field, select the client.
  4. In the Template field, click .
  5. In the Templates window, select the required template.

    Note

    If you have a field of type Text Area (Rich) on the form, the selected template field values are not shown on the form immediately. The fields from template are populated when you save the record.

    If the Urgency and Impact fields are populated from the selected template, the priority is calculated and displayed on the form only after you click Save.

    To create recurring records, select a template on which recurrence is defined. All the recurring records are created at the same time using the same template information. The recurrence information is stored in the Recurrence field. You cannot apply a recurring template for a record where the Recurrence field already contains information.

    Note

    Recurring records are created only when you apply the recurring template to at least one record.

    You cannot associate recurring tasks to recurring incidents or change requests.

  6. Enter other information about the task, and click Save.
    For more information, see Task fields.

    If the system administrator has activated the Notify the client when a task is created workflow, an email message is sent to the client of the task when you create the task. If you select a lead as the client of the task, no email message is sent.

    When a record is created, the following action is recorded in the Task History section that tracks the date and time when a record is created and the user details:

    Changed Status to Opened
    Created

Related topics

Managing templates

General settings for Remedyforce

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