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Table Of Contents

Customer Support
Contents
Preface
Best Practice icon
Audience
BMC Remedy IT Service Management Suite documents
Chapter 1Introducing BMC Remedy Incident Management 13
Getting started
Accessing the IT Home Page
Consoles overview
!Overview console
Overview console
Best Practice view
Classic view
Calbro Services user data
User roles
Support staff roles
Manager roles
User role
Mapping permission groups to SMPM roles
Process flow and the lifecycle of an incident request
Process flow and the lifecycle of an incident request
Incident management use cases
Incident resolution—first call resolution
Table1-4:Incident resolution—first call resolution
Incident resolution with assignment to specialist
Table1-5:Incident resolution with assignment to specialist
Requester role
Requester console users
Working with service requests
Defining a service request
Performing additional service request functions
Table 2-1: Additional service request functions
Troubleshooting service requests with errors
Functional areas
Console list table
Selecting status values
Functional areas of the console
Managing service targets
Registering incident requests
Reviewing the status of an incident request
!To review the status of an incident request
Viewing incident request records
Creating an Incident request record using a template
Creating an incident request record without a template
Adding or modifying a customer profile
First call resolution
!To access BMC Remedy Knowledge Management
Searching for similar incident requests
!To search for similar incident requests
Relating incident requests as duplicates
Searching for incident request records using Company and View By
Restoring a resolved incident request record to In Progress status
Assigning incident requests
Reassigning incident requests
Resolving incident requests
Accepting an incident request
Receiving notification of assignments
!To set the responded date
Working with assignments
Working with tasks
Searching for a solution
Recording time worked on an incident request
Creating work information entries
Modifying work information entries
Table5-1:Modifying work information entries
Updating an incident request
Creating a change request
Creating a solution database entry from an incident
Creating a knowledge base article from an incident
Closing incident requests
Completing an incident request
!To complete an incident request
Closing an incident request
!To close an incident request
Moving a resolved incident request back to In Progress
!To move a resolved incident request to In Progress
Reopening a resolved or closed incident request
Assigning incident requests as a group coordinator
Rejecting an incident
Tracking incident requests
Overview of BMC SLM calculations
Working with the Watch List
Table6-1:Working with the Watch List
Handling incident escalations
Approving solutions
Tasks overview
Opening the Task form
Adding tasks using task templates
Creating ad hoc tasks
Accepting task assignments
Opening and viewing individual task records
Reassigning task sequence numbers
Reassigning sequence numbers to task group children
!To reassign sequence numbers to task group children
Assigning and reassigning tasks
Updating task record details
Planning task times
Tracking the time spent working on tasks
Adding work information to a task
!To add work information to a task
Canceling tasks
Closing tasks
Resolving, closing, and canceling incident requests with open tasks
Resolving, closing, and canceling incident requests with open tasks
Canceling an incident with open tasks
Chapter 8Supplemental BMC Remedy Incident Management features 113
Using the KPI flashboards
BMC Remedy Incident Management KPIs
KPI flashboard variables
Table8-1:BMC Remedy Incident Management KPIs
Opening the KPI flashboards
!To open the KPI flashboards
Viewing and displaying data
Using the Service Desk ROI flashboard
Hide or display active variables
View a graph in full screen mode
Configured parameters
ROI Active variables
Viewing your profile
Creating a problem from an incident
Setting application preferences
Searching for records
Running Defined Searches
Creating a custom search
Searching all records
Working with records
Printing records
Modifying records
Using the decision tree
Using scripts
Recording CI unavailability
!To record CI unavailability
Working with relationships
Defining relationships
Copying relationships
Indicating impacted areas
Modifying relationships
Performing quick actions on a relationship
Removing relationships
Creating reminders
Broadcasting messages
Creating broadcast messages
Viewing and modifying broadcast messages
Limiting the number of messages
!To limit the number of messages
Paging and sending email messages
Paging a person or on-call group
Sending email
Working with reports
Generating a standard report
Generating a report using qualifications
!To generate a report using advanced qualifications
!To generate a report using a saved qualification
Updating assignment availability
!To update assignment availability
Creating a CI
!To create a bulk inventory CI
Managing inventory tasks
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User’s Guide Incident

User’s Guide Incident

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Published by Amit Raokhande

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Published by: Amit Raokhande on May 04, 2011
Copyright:Attribution Non-commercial

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05/12/2014

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