This documentation supports the 9.0 version of Service Desk.

To view the latest 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.

    Note

    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.

    Note

    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 Browsebutton next to the field. A larger text entry box appears.

    Note

    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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