Working with records
Remedyforce enables you to work with various records such as, incidents, service requests, tasks, problems, change requests, releases, broadcasts, and knowledge articles.
Goal | Supported record type | Reference |
|---|---|---|
To filter records in the list view |
| |
To lock a record |
| |
To submit a record for approval |
| |
To approve a record |
| |
To view service targets that must be completed to resolve the record |
| |
To configure the sequence in which the linked tasks or change request records are completed |
| |
To delete a record that is not required |
| |
To search the knowledge base to resolve a record |
| |
To create a knowledge article that provides information about resolving a similar issue |
| |
To communicate with the client about the record |
| |
To link a record with another related record For example, to resolve an incident, you might need to implement a change request. |
| |
To view best practices for implementing service desk processes |
| |
To view the previously assigned queue of a record |
| |
To view activity feed of a record |
| |
To assign the record to a staff member |
|