Creating broadcasts

Broadcast Details 

Broadcast ID

Type a unique alphanumeric identifier that you want to assign to the current broadcast.

Category

Select the category that you want to assign to the broadcast.

Message

Type a short description of the outage or issue.

Scroll Message

Select the check box to display the content of the Message field in the Status Details section on the details pages of incidents, problems, broadcasts, tasks, and change requests. By default, this check box is selected. The broadcast message can take up to five minutes to begin scrolling because the broadcast scrolling mechanism refreshes itself every five minutes. If multiple users are logged on to Remedyforce, each user can view the new broadcast message depending on when their broadcast scrolling mechanism last refreshed. For example, if the broadcast scrolling mechanism had refreshed two minutes ago for a staff member, this staff member can begin to view the broadcast message in the next three minutes.

Description

Type the detailed description of the outage or issue. This description is appended to the Description field of the incidents that are associated with the broadcast.

Resolution

Type the steps that were taken to resolve the outage or issue.

Status and Priority Details 

Impact

Select the impact that you want to assign to the broadcast. The level of impact and the urgency are used to calculate the priority of the broadcast.

Urgency

Select the urgency that you want to assign to the broadcast. The level of impact and the urgency are used to calculate the priority of the broadcast.

Priority

After you select urgency and impact values and then save the record, the Priority field is populated. The priority is calculated depending on the urgency and impact values that you have selected.

Status

Select the status that you want to assign to the broadcast. You can track the progress of the broadcast through its stages by using this field.

Broadcast Date and Time Details 

Post Date

This field is populated with the system date when you save the broadcast. To scroll the broadcast at a future date, you can also select a future date.

Expiration Date

Select the date when you want to stop displaying the broadcast message.

Closed Date

The system date is displayed in the field after you click Close.

Assignment Details 

Owner

After you save a broadcast, the name of the logged-on user who created the broadcast is displayed in this field. You can change the owner of the broadcast after saving it. For more information about changing broadcast assignment, see Changing-the-broadcast-owner.

Display Broadcast 

To Everyone

Select this check box if you want to display this broadcast to all.

To Profile

Select the profile of the users to whom you want to display the broadcast message. To enable this field, clear the To Everyone check box.

Display in Self Service

Select this check box to display the broadcast to all users of Remedyforce Self Service. If you select the Display in Self Service check box, select the appropriate option from the following:

• To users in all accounts: Select this option to display the broadcast to all users in all accounts.
• To users in these accounts only: Select this option to display the broadcast to users of the selected accounts only. A list of the selected accounts is displayed below this option. Click  and in the Select Accounts for Self Service Broadcast Display window, select the required accounts in the Available Accounts list, and then click the right arrow to move the selected accounts to the Selected Accounts list. You can make the broadcast available to a large number of accounts at the same time.
  You can also search for a particular account by using the Search field. To clear the search criteria, click Undo. After you select the required accounts, click OK. You can use the asterisk (*) wildcard character to match one or more characters at the end of your search criteria, but not the beginning or the middle.

Note: To display a broadcast to nonportal users, ensure that the Display in Self Service check box and the To users in all accounts option are selected or that the accounts of the nonportal users are added to the To users in these accounts only field.

If no accounts are displayed in the Available Accounts list, ensure that the Customer Portal feature is enabled in Salesforce. For more information about enabling Customer Portal, see https://na12.salesforce.com/help/doc/user_ed.jsp?loc=help&target=customer_portal_setting_up.htm&section=CustomerPortal.