This documentation supports the 20.02 version of Remedy Service Desk.

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

Creating reminders

Use reminders to create notes for yourself and others. You can send the reminders by email and can specify when they are sent. You can create generic reminders, or you can create reminders that are associated with a specific request. 

For example, you can send yourself a note about a specific investigation to remind yourself to follow up on it.
You can create and view reminders from either the Incident Management or Problem Management console or from within a specific incident request, problem investigation, known error, or Solution Database entry. The location from which you create or view a reminder determines which reminders you see:

  • Incident Management console--You can view all reminders that you created.
  • Incident Request form--You can view all reminders associated with that incident. This includes the reminders that were created by other users of BMC Service Desk.
  • Problem Management console--You can view all reminders that you created.
  • Problem Investigation form-You can view all reminders associated with that investigation. This includes reminders created by other users of BMC Service Desk.
  • Known Error form--You can view all reminders associated with that known error. This includes reminders created by other users of BMC Service Desk.
  • Solution Database form--You can view all reminders associated with that Solution Database entry. This includes reminders created by other users of BMC Service Desk.

To create a reminder

  1. From the Navigation pane in either the Problem Management console or the Problem Investigation form, choose Functions > Reminders.
    If you create a reminder from the Incident Management or Problem Management console, the reminder is general in nature. If you open a record and create a reminder, the reminder is specific to the open record.

  2. Click the Create Reminder tab.
    If you are creating the reminder from the main console, skip the next step.

  3. To remove the link between the reminder you are creating and the open record, select, and then delete the contents of the Link to Request-ID field. The Link to Request-ID and Form fields are filled in automatically by the system. The Link to Request-ID field links the reminder to the open record.
  4. From the Notify list, select either Individual or Group, depending on whether you are sending the reminder to a single person, or a group of people.
  5. In the Recipient field, type the name of the person or group to whom you want to send the reminder.
    If you need more space to type the entry, click the Browse button next to the field. A larger text entry box appears.
    If you type a person's name and press Enter, the system automatically fills in the AR Login field. If the system discovers multiple matches with the name you entered, another dialog box appears that enables you to specify which of the matching names you want to receive the reminder.
  6. In the Time field, enter the date and time you want the system to send the reminder.
    You can type the information directly into the field, or you can click the button next to the field and select the date and time from the calendar that appears. By default, the Time field contains the current date. The default time is one hour ahead of the current time.
  7. In the Subject field, enter information about the reminder.
    If you need more space to type the entry, click the Browse button next to the field. A larger text entry box appears.
    The information in this field appears in the subject line if the reminder is sent by email.
  8. In the Message field, type the reminder message text.
    If you need more space to type the entry, click the Browse button next to the field. A larger text entry box appears.
    Do not type text in the Log field. This field records the subject line and message of the reminder when it is sent.

  9. Click Save.
    A confirmation message appears.
  10. Click Close to close the Reminders dialog box.
    The reminder is sent at the time you specified.
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Comments

  1. Kirstin Aiello

    What permission is given to allow users to have the ability to Delete/Edit Remedy Reminders that are created by other users? We upgraded to 20.02 and now some of our users are saying they lost the ability to do this.

    Jan 28, 2021 08:44
    1. Dhanya Menon

      Hello Kirstin,

      I will check this and revert soon.

      Regards,

      Dhanya

      Feb 02, 2021 08:39
      1. Corey Rolen

        Hello Dhanya,

        I have an open support case with Kristin as well for the same topic. I have reached out to engineering on this. If I get something back before you, I will update the thread here. Let me know what you find please if not.

        Feb 04, 2021 02:22
      1. Corey Rolen

        Do we have any updates on this one yet?

        Feb 11, 2021 09:47
        1. Dhanya Menon

          Hello Corey,

          I am following up on this. I hope to have a response soon.

          Regards,

          Dhanya 

          Feb 11, 2021 10:02
          1. Kirstin Aiello

            Any updates?

            Mar 23, 2021 01:56
            1. Dhanya Menon

              Hello Kirstin, I apologize for the delay. I am following up with the R&D team, but I have not yet received the answer for your queries. I am still following up and will revert with an answer.

              Thanks, Dhanya

              Mar 26, 2021 07:22
            1. Dhanya Menon

              Hello Kirstin Aiello,

              I am very sorry for the delay in answering your query. 

              In the 9.1 version of Remedy Service Desk, users could edit and delete reminders created by others.

              However, from version 18.08 onwards, only the submitter of the reminder can delete or edit the reminder. Also, the submitter cannot edit the reminder after the system sends it to the recipient.

              Hope this helps. Please let us know if you have any other queries.

              Regards,

              Dhanya

              Apr 02, 2021 02:50