Performing actions on service requests

To add notes to a record
For example, when clients call the service desk to provide updates about their requests, you can type these updates in a note and attach the notes to their records.

Add Note

In the Add Note window, perform the following actions:

1. Enter the note details.
2. (If the field is available) In the Duration field, enter the time that you have spent on the action for which you are adding a note.
3. Click Add.

Alternatively, you can also navigate to Record Details > Action History > New Note.

To add user-defined or system-defined actions to a record

New Action

In the Actions window, select the action that you want to add to the record. If you select the Notes action, a new browser window is displayed where you can enter additional notes.

The actions that you select are displayed in the Action History section on the Record Details page.

Alternatively, you can also navigate to Record Details > Action History > New Action.

To view the history of all actions that are performed on a record

View Action History

In the Incident History window, view the list of actions that are performed for the record. Select an action to view more details.

Alternatively, you can also navigate to Record Details > Action History > View Action History.

To add an attachment to a record

Note: You can add attachments to a service request before and after saving a record.

Attach/View Files

In the Attach/View Files window, perform the following actions:

1. To select the file that you want to attach to the service request, click Choose File.
2. Select the file that you want to add and click Open. The selected file is attached to the record.
3. To close the Attach/View Files window, click Close.

Note: In the Attach/View Files window, you can also view or delete the existing attachments.

Alternatively, you can also navigate to Record Details > Files > Attach File.

You can attach a maximum of 2 GB file size.

To track the date and time when you have responded to a client

Responded

Not applicable

When you click Responded, the system date and time is updated in the Responded Date field.

To interact with the client about the record

Email

For more information, see Using-email-conversation.

Not applicable

To request an approval for a record

Submit for Approval

For more information, see Submitting-records-for-approval.

Alternatively, you can also navigate to Record Details > Approval History > Submit for Approval.

To fulfill a service request by assigning configuration items or assets to the request

Fulfill Request (CMDB)

For more information, see Fulfilling-a-service-request-by-assigning-a-CI-or-asset.

Not applicable

To create a record similar to an existing record

Clone

For more information, see Cloning-service-requests.

Not applicable

To close a record after it is resolved

Close

For more information, see Closing-service-requests.

Not applicable

To close a record without filling in the details

Quick Close

Not applicable

Not applicable

To reopen a record if a client raises a similar request again

Reopen

For more information, Reopening-service-requests.

Not applicable

To create a PDF file of the record details

Print to PDF

Not applicable

To add a specific field to the PDF output, contact your system administrator.

To print the record details

Print

In the new browser tab or window that is displayed, click Print This Page

Not applicable

To search for information to resolve a record

Knowledge Search

For more information, see Searching-the-knowledge-base.

Performing a knowledge search does not search in fields of type Checkbox, Date/Time, or Number.

To create a knowledge article and link it to the record to resolve similar requests

Create Knowledge Articles

For more information, see Creating-a-knowledge-article-from-a-record.

The knowledge articles that you create are displayed in the Linked Knowledge Articles section.

To view the configuration items that are linked to a record

CMDB Explorer

In the CMDB Explorer window, click a configuration item to view the detailed information.

• There is no limit on the number of CIs that you can link to a record; however, at a time, you can view only 150 linked CIs in the CMDB Explorer.
• Each time you click a record from the CMDB Explorer page, the record opens in a tab in the Remedyforce Console.

To perform actions on BMC Client Management devices that are linked to a record

CI Actions

Based on the version of BMC Client Management, the CI Actions window or Asset Core Actions menu is displayed. For more information about performing actions, see Accessing-the-BCM-Actions-menu.

The CI Actions option is enabled only if your system administrator has enabled the integration with BMC Client Management.

To search and link similar records

Service Request Matching

For more information, see Searching-for-matching-service-requests.

Not applicable

To use a suggested template to create a service request

Suggested Templates

For more information, see Creating-a-service-request.

Not applicable

To assign the record to a suggested owner

Note: You can assign a record to a user, queue, or to a member of the selected queue.

Suggested Owners

For more information, see Changing-the-service-request-owner.

System administrators configure suggested owners based on required criteria. If there are no suggested staff members, suggested queues are displayed.

To view service targets linked to a record

Service Targets

For more information, see Viewing-service-or-operational-level-targets-for-a-record.

If there are applicable service targets, the Service Targets option is enabled only after you save the record and Remedyforce creates the service target transactions for the record.

To order tasks and change requests

Incident Manifest

For more information, see Configuring-the-sequence-of-linked-records-in-the-manifest.

The manifest is available after you save a record. The manifest provides a tabular view of all the tasks and change requests that are linked to a record.