Creating reminders about incidents

Use reminders to create notes for yourself and others. For example, you can send yourself a note about a specific investigation to remind yourself to follow up on it. You can send the reminders by email and can specify when they are sent. You can create generic reminders or reminders that are associated with a specific request. 

You can create and view reminders from these locations in Mid Tier: 

• 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 Helix ITSM: Service Desk.

To create a reminder

1. Create a reminder from the Incident Management console or a specific record in Mid Tier:
   • For a general reminder, from the Navigation pane in the Incident Management console, select Functions > Reminders.
   • For a specific reminder, open the record.
2. Click the Create Reminder tab.
   If you are creating the reminder from the main console, skip the next step.
3. (Optional) 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 system automatically fills in the Link to Request-ID and Form fields. The Link to Request-ID field links the reminder to the open record.
4. From the Notify list, select Individual or Group.
5. In the Recipient field, type the name of the person or group to whom you want to send the reminder.
   
   • Click Browse next to the field to open a larger text entry box.
   • Type a person's name and press Enter and the system automatically fills the AR Login field.
   • If the system returns multiple matches, select the name or names of who you want to receive reminders from the dialog box.
6. In the Time field, enter the date and time you want the system to send the reminder.
   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.
   Click Browse if you need more space.
   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.
   Click Browse if you need more space.
   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.
10. Click Close to close the Reminders dialog box.
    The reminder is sent at the time you specified.