BMC Helix Remedyforce - How to Manage Remedyforce (SDoF) Broadcasts

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    QUESTION:


    ANSWER:

     

       

    The Supporting Information tabs at the bottom of the Broadcast form allow you to track the history of the broadcast, add new incidents, and view audit information about the broadcast.

       

    The History tab allows you to track the history of all actions that have been performed on the broadcast by viewing the existing user-defined and system-defined actions or adding new user-defined actions. The Incidents tab allows you to add new incidents that must be performed to resolve the broadcast. The Auditing tab displays the history of changes made to fields in the form. The BMC Remedyforce system administrator enables field history tracking for required fields.

       

     

       

    To Manage Supporting Information for a Broadcast:

       

     

       

    1.     In the left navigator, click Workspaces > Incident Management.

       

    2.     Click Broadcasts.

       

    3.     In the Broadcast List, select the required broadcast by using one of the following methods:

       

     

       

    o    Select a field from the Group By list, navigate to the required group, and select the required broadcast.

       

    o    Type a search string in the Search field, click the Search toolbar button, and select the required broadcast from the search results.

       

    o    Scroll though the list of broadcasts in the Broadcast List and select the required broadcast.

       

     

       

    4.     Click the History tab in the Supporting Information section.

       

    5.     In the History tab, you can manage the user-defined actions and system-defined actions of the broadcast by executing any of the following commands in the View and Actions menus:

       

     

       

    a.     Click the View menu and select any of following commands:

       

     

                                                                                                          

    View command

    Description

    User Entries

    Displays all user-defined actions that have been performed on this broadcast

    System Entries

    Displays all system-defined actions that have been performed on this broadcast

    All Entries

    Displays all actions (both user-defined and system-defined) that have been performed on this broadcast

       

     

       

    b.    Click the Actions menu and select any of following commands:

       

     

                                                                                    

    Actions command

    Description

    Add

    Opens the Actions window where you can select a user-defined action to add to this broadcast

    Edit

    Opens the Actions window where you can edit the selected user-defined action

       

     

       

          c. Click the Incidents tab in the Supporting Information section. In the Incidents tab, you can manage the incidents of the broadcast by executing any of the following commands

       

              in the View and Actions menus:

       

          d. Click the View menu and select any of following commands:

       

     

                                                                                                                                

    View command

    Description

    Open

    Displays the associated incidents that are in the Open stage

    Acknowledged

    Displays the associated incidents that are in the Acknowledged stage

    In Process

    Displays the associated incidents that are in the In Process stage

    Closed

    Displays the associated incidents that are in the Closed stage

       

     

       

    e.     Click the Actions menu and select any of following commands:

       

     

                                                                                                          

    Actions command

    Description

    Add

    Opens the Incident form where you can create an incident that is added to this broadcast. For more information, see Creating an incident.

    Edit

    Opens the Incident form where you can edit the selected incident. For more information, see Creating an incident.

    Link to Incident

    Opens the Link to Incidents window where you can select the incident to be associated to this broadcast

       

     

       

    6.  Click the Auditing tab to view the history of changes made to fields in the form.

       

    7.  Click the Save toolbar button.

      

     


    Article Number:

    000001299


    Article Type:

    FAQ/Procedural



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