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Remedy 7 User Guide

Remedy 7 User Guide

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Published by Maureen Mendoza

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Published by: Maureen Mendoza on Jul 17, 2010
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10/25/2012

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September 2008
Remedy 7 UserGuide
techtraining.stanford.edu • 650.723.4391
http://www.stanford.edu/services/helpsu/internal •
 
 
Remedy 7 User Guide
September 2008 Page 2 of 48
© 2008 Stanford UniversityAll rights reserved
 
 
Remedy 7 User Guide
September 2008 Page 3 of 48
Table of Contents
1 Consoles..........................................................................................................................5
 
The Overview Console View......................................................................................6
 
The Personal Console View.........................................................................................7
 
The Selected Groups Console View...........................................................................7
 
The All My Groups Console View.............................................................................8
 
2 New Incidents................................................................................................................9
 
Required Fields When Creating an Incident..........................................................13
 
Understanding Status Values...................................................................................14
 
3 Existing Incidents........................................................................................................16
 
Quick Links..................................................................................................................17
 
Assign to Me............................................................................................................17
 
Select Template.......................................................................................................17
 
Functions......................................................................................................................18
 
Auto Assign.............................................................................................................18
 
Email System...........................................................................................................18
 
View Audit Log.......................................................................................................21
 
4 Discovering Tabs.........................................................................................................22
 
The Customer Tab......................................................................................................22
 
The Contact Tab..........................................................................................................25
 
The Classification Tab................................................................................................26
 
The Tasks Tab..............................................................................................................30
 
The Assignment Tab..................................................................................................32
 
The Relationships Tab................................................................................................33
 
The Resolution Tab.....................................................................................................34
 
The SLM Tab...............................................................................................................35
 
The Date System Tab..................................................................................................36
 
The WebEx Session Tab.............................................................................................37
 
5 Doing More With Remedy.........................................................................................38
 
Searching......................................................................................................................38
 
Re-route an Incident...................................................................................................38
 
Reclassify a Incident...................................................................................................39
 
Create Macros..............................................................................................................40
 
6 Reporting......................................................................................................................41
 
Export to Excel........................................................................................................42
 
Getting Reporting Help.........................................................................................43
 
7 Support Group Lead/Understanding Responsibilities and Capabilities of theSGL role......................................................................................................................44
 

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