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User’s Guide
June 2006
Part No: 60845
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Contacting Us
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Information Development by email at doc_feedback@bmc.com.
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Best Practice and New icons . . . . . . . . . . . . . . . . . . . . . . 10
About the BMC Remedy IT Service Management Suite. . . . . . . . . . . 10
BMC Atrium CMDB 2.0 . . . . . . . . . . . . . . . . . . . . . . . 10
BMC Remedy Asset Management 7.0 . . . . . . . . . . . . . . . . . 11
BMC Remedy Change Management 7.0 . . . . . . . . . . . . . . . . 11
BMC Remedy Incident Management 7.0 . . . . . . . . . . . . . . . . 11
BMC Remedy Problem Management 7.0 . . . . . . . . . . . . . . . . 12
BMC Service Level Management 7.0 . . . . . . . . . . . . . . . . . . 12
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
BMC Remedy IT Service Management Suite documents . . . . . . . . . . 13
Contents ! 3
BMC Remedy Service Desk: Incident Management 7.0
4 "Contents
User’s Guide
Contents ! 5
BMC Remedy Service Desk: Incident Management 7.0
6 "Contents
User’s Guide
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Contents ! 7
BMC Remedy Service Desk: Incident Management 7.0
8 "Contents
Preface
The BMC Remedy Service Desk: Incident Management 7.0 User’s Guide
describes how to use the BMC® Remedy® Incident Management application.
Incident Management is one of five BMC Remedy IT Service Management
applications.
The BMC® Remedy® IT Service Management Suite
(BMC® Remedy® ITSM Suite) includes:
! The BMC® Remedy® Asset Management application.
! The BMC® Remedy® Change Management application.
! The BMC® Remedy® Service Desk solution (which includes the
BMC® Remedy® Incident Management application and the
BMC® Remedy® Problem Management application).
! The BMC® Service Level Management application.
The applications run in conjunction with the BMC® Remedy® Action
Request System® platform (BMC® Remedy® AR System® platform) and
share a common database. All five applications consume data from the
BMC® Atrium® Configuration Management Database (CMDB) application.
Preface ! 9
BMC Remedy Service Desk: Incident Management 7.0
Icon Description
The New icon identifies features or
products that are new or enhanced with
version 7.0.
10 "Preface
User’s Guide
An incident is any event that is not part of the standard operation of a service
and that causes an interruption to or a reduction in the quality of that service.
Normal service operation is the operation of services within the limits
specified by Service Level Management (SLM).
For more information, see the BMC Service Desk: Incident Management 7.0
User’s Guide.
12 "Preface
User’s Guide
For more information, see the BMC Service Level Management 7.0 User’s
Guide.
Audience
Incident Management is intended for the following IT professionals:
! IT support staff
! IT managers
The Requester console is intended for any IT user.
Note: To access the support website, you must have a support contract.
You can access application Help by clicking on Help links within the
application.
Audience ! 13
BMC Remedy Service Desk: Incident Management 7.0
14 "Preface
User’s Guide
16 "Preface
Chapter
Report Description
Group Assignment to Incidents This report lists incidents and their
assigned support groups for a
specified date range.
Open Incident volume by Assignee This bar chart displays the number of
open incidents for each assignee.
Incidents by activity times This report lists all open incidents and
the amount of time since the reported
date.
Resolved and Closed Incident Volume This bar chart displays the number of
by Assignee resolved and closed incidents for each
assignee.
Change induced incidents This report lists incidents that were
caused by changes.
Note: This report is available only if
Change Management is installed.
What’s new for This release replaces BMC® Remedy® Help Desk with Incident Management
Help Desk and Problem Management. New Incident Management features for former
users? Help Desk users include the features mentioned in the previous paragraphs,
and also the following features:
! Enhanced problem management—Problem investigations have a
separate form. Problem Management includes new processes to manage
the life cycle of a problem investigation and known errors, and to record
solution database entries.
! Navigation pane—Located on the left side of consoles and forms, this
provides access to common functions, such as assigning an incident to
yourself.
! Multi-tenancy—This makes it possible to host multiple companies and
their data on a single server. This feature can also be used for any groups,
such as business units or departments, whose data must be kept separate.
Multi-tenancy is limited to the company level in Incident Management.
Configuration can differ on a per-company basis. Multi-tenancy from the
user’s perspective is accessed by selecting the appropriate company from
the list next to the Company field.
! Incident matching—From the Incident form, users can perform searches
for known errors, solution database entries, problem investigations, and
other incidents that match criteria from the current incident to assist in
the incident resolution process.
! Categorization—This is recorded separately for operational and product
categorization, each with multiple levels to provide greater flexibility. Due
to multi-tenancy, each company or business unit can be configured with
its own categorization.
! Decision tree—This takes the user step-by-step through a questionnaire,
and, based on answers, completes part of the form for a new incident. A
manager or administrator can build decision trees.
Requester
IT users can request resolution of incidents through the Requester console.
This console gives requesters access to:
! Public broadcast messages.
! Their own incident and change requests.
! A satisfaction survey, which can be completed on resolution of an incident
or change request.
Support staff
First-line support staff are members of the Service Desk. They are the
primary contacts for all customers and are responsible for recording
incidents and coordinating their resolution. Typically, the first-line support
staff own all incidents and are therefore responsible for validating incident
resolutions with their customers.
Second-line and third-line support are considered subject matter experts.
Their main responsibility is to provide an accurate analysis and diagnosis of
their assigned incidents to restore service to the affected customers.
Support staff responsibilities include:
! Creating, classifying, and updating incident records.
! Verifying the Customer Profile data and updating the information if
appropriate.
! Relating CIs to the incident.
! Escalating incidents that need to be resolved based on SLM terms or
perception of urgency.
! Resolving incidents or assigning for resolution.
! Coordinating and validating resolutions with customers.
! Closing incidents and determining customer satisfaction.
Incident manager
Incident managers are responsible for the quality and integrity of the
incident management processes. Support group leads and managers are
responsible for the work of members of their support group. They coordinate
the assignment of incidents to support staff.
Their responsibilities include:
! Monitoring incidents.
! Monitoring open incidents requiring assignment.
! Managing the assignment of incidents to their appropriate support groups
for resolution.
! Receiving notifications of incident assignments and escalations.
! Facilitating the resolution of escalated incidents in accordance with the
escalation policy.
! Ensuring the resolution of incidents within the support group's service
targets.
! Ensuring the overall completeness and accuracy of closed incidents.
! Reviewing reports.
! Ensuring that incidents requiring root cause analysis are copied into
Problem Management.
! Managing support group membership.
! Managing scripts, templates, and decision trees.
Figure 1-1: Example of selecting an accelerator from the Process Flow Status wizard
Process Flow
Status area
Current stage
The Process Flow Status area also serves as a wizard, guiding you through the
stages of the incident life cycle. At each stage, the diagram provides
accelerators applicable to the current stage. For example, you can use
accelerators to move the incident to a pending state or to the next stage.
When you select an accelerator, a dialog box appears, prompting you to enter
the data required to complete the task. You can also enter optional
recommended data in the dialog box. By using the process flow accelerators,
you are following ITIL best practices.
Figure 1-2: Selecting an accelerator from the Process Flow Status wizard
This section contains basic procedures that are common to most forms and
consoles. Most of the information in this section is similar throughout the
ITSM suite.
The following topics are provided:
! Opening the main application console (page 28)
! Working with the Overview console (page 31)
! Working with records (page 38)
! Working with relationships (page 43)
! Adding work information (page 51)
! Creating reminders (page 53)
! Sending pages and email messages (page 60)
! Working with reports (page 65)
" To open the application’s main console from the BMC Remedy User
tool
1 Choose Start > Programs > Action Request System > BMC Remedy User.
The Login dialog box appears.
Navigation pane
Incident
Management
Console link
where:
<web_server> is the fully qualified name of the BMC Remedy Mid Tier
system, specified in the format server_name.company.com.
<port> is an optional port number, which is needed if the web server is not
on the default port (port 80).
<arsystem_server> is the name of your BMC Remedy AR System server.
Creating records
From the Overview console, you can create new records for the various ITSM
applications installed on your system. The types of requests you can create
from the Overview console depend on the applications you have installed.
2 From the Request Type list, select the type of record you want to create.
Note: The available request types depend on which ITSM applications are
installed on your system.
3 Click Select.
The New form of the application appropriate to the type of record you are
creating appears.
4 Enter all the required information to create the request.
For details on creating a new incident, see “Recording a new incident” on
page 108. For more information about creating other types of records, see the
related application’s user guide.
Note: The request types available depend on which ITSM applications are
installed on your system.
3 Click Select.
A search dialog box appropriate to the type of record for which you are
searching appears.
4 Enter search criteria as needed to search for the record.
For more information about searching for records, see “Searching for
records” on page 38.
Refreshing data
After you create or modify a record, click Refresh to see the latest changes in
the Assigned Work table. The Refresh button is located in the top right
corner of the console.
If you have changed the search criteria, you can return to your defaults by
clicking Set to Defaults.
Make your changes by selecting from the various lists that are available.
3 When you finish making the changes, click Save.
Auto-filling fields
As you work with the forms and dialog boxes, you might see a plus sign (+)
included in a field label. You can type part of the information next to these
fields and press ENTER. If an exact match is located, the application
automatically completes the field. If a selection list appears, double-click the
item you want to put in the field. Using auto-fill fields and lists is faster, more
consistent, and more accurate than typing the information.
Note: To view the support groups you belong to, from the navigation pane,
choose Console Functions > My Profile, then on your profile click the
Support Groups tab. For more information about this function, see
“Viewing your profile” on page 37.
The other type of search looks through all of the records that meet your
search criteria, regardless of their associations to people or groups. You run
this type of search by using the Search Incident link in the navigation pane of
the Incident Management console. For a description of how to run this type
of search, see “Searching all records” on page 41.
Note: The most commonly searched-upon record fields appear in the Search
Criteria area of the console. More record fields are available as search
criteria under the Advanced Search option, as described in “Using the
Advanced Search feature” on page 40.
2 Click Search.
The Assigned Work table updates with the results of your search.
3 Scroll through the Assigned Work table to find the specific record you want.
Note: If the search returns a large number of records, use the Advanced
Search feature to help you narrow the results.
You can also search for another record from within an open record by using
the standard BMC Remedy User search function.
Using the Advanced Search feature
If your search returns too broad a range of records, you can perform an
advanced search to narrow the results.
2 From the Keywords or Fields selection boxes, select the keywords or record
fields on which you want to search.
To insert operators (+, =, >,<, and so on), click the appropriate operator
button. Do not forget to place literal values between quotation marks. For
example, to search for an incident with a priority of “high,” you would
construct the following search:
'Priority' = "High"
3 Click Select.
The dialog box closes and you return to the main console.
4 Click Search.
The search results table updates with the results of your search.
Printing records
You can print a copy of a record to keep for filing purposes or to share with
someone who does not have access to the application.
Use this procedure to print a record.
Note: If you already have the record open and want to print it, click Print at
the bottom of the form to open the Business Objects Report Preview
dialog box, then go to step 4.
3 At the bottom of the console, from the Quick Actions list, select Print, then
click Execute.
The Business Objects Report Preview dialog box appears, allowing you to
view the record before you print it.
4 Click the Print icon on the menu bar at the top of the dialog box.
When the print confirmation dialog box appears, click the Print icon to send
the record to your local printer.
5 Close the Business Objects dialog box.
Modifying records
After you generate a record, you can modify or update the information it
contains. Use the following procedure to modify a record.
Defining relationships
Use the following procedure to define a relationship.
3 From the Request Type list at the bottom of the Relationships tab, select the
type of record to which you want to relate the current record.
For example, to relate your incident to a configuration item, select Problem
Investigation from the Request Type list.
4 Click Search.
A dialog box appears that allows you to perform a search.
Note: The content of the dialog box depends on the type of record you chose
in the Request Type list.
5 Complete the search criteria tabs with the relevant information, then click
Search.
Try to supply as much information as possible in the search dialog box to
reduce the overall number of records returned by the search.
The matching results appear in a search results table.
6 From the search results table, select the configuration item with which you
want to create the relationship.
7 From the Relationship Type list at the bottom of the search dialog box, select
the type of relationship you want to create.
8 Click Relate.
An information message dialog box appears, displaying a confirmation
message.
9 Click OK to dismiss the dialog box.
10 Click Close to close the search dialog box.
The Relationships tab appears with the newly created relationship visible in
the Relationships table.
If there are events for the related item, the Current Events dialog box appears.
This dialog box shows all current broadcasts that have been generated and
related to the associated item. Broadcasts can be generated from other ITSM
application modules, too.
11 In the Current Events dialog box, select one of the following options:
! Relate the current record to the originating record.
! Link a record.
! Relate the current record to the selected unavailability record.
The lower table lists any current Unavailability recorded in an incident.
To relate the current record to the origination record
a Select the broadcast from the list.
b Click Originating Record.
To see additional details about the originating record, click Details.
To link a record
a Click Linked Incident.
To relate the current record to the selected unavailability record
a Click Relate.
b To see additional details about the unavailability, click View CI
Unavailability.
c To see information about the record that generated the unavailability,
click Details.
Copying relationships
When you define a relationship between the current record and another
record, the other record might also have one or more records related to it.
Using the Copy Related Relationships form, which you open from the
Relationships tab, you can look at the related record’s other relationships. If
you determine that any of these other relationships should be related to the
current record, you can define the relationship from this form.
By doing this, you can more thoroughly document all of the record
relationships.
Note: To see the details of the other record, select it, then click View. A form
appears with detailed information about the selected record. Use this
feature to help you determine whether you want to relate the other record
to the current record.
Note: The contents of the Relationship Type list depends on the type of
record you are trying to create the relationship with.
7 Select the type of relationship you want to create, then click Select.
A note appears confirming the relationship creation. Click OK to dismiss the
note.
8 Close the Copy Related Relationships form.
The newly created relationship appears in the Relationships table.
3 Select items from the various lists that help to describe the impacted area
appropriate for the incident you are working on, for example, Company,
Region, and so on.
4 Click Add.
You can add as many impacted areas as necessary. You can also delete areas
that you have previously chosen in this dialog box.
5 When you are finished indicating the impacted areas, click Close.
Modifying relationships
After you define a relationship, you change the relationship type and update
the relationship description. Use the following procedure to modify the
relationship.
The following table lists available quick actions for any related item.
Table 2-1: Effects of general relationship actions
Additional quick actions are available when you select a related configuration
item, as indicated in the following table.
Table 2-2: Effects of relationship actions for related CIs
5 Click Execute.
Removing relationships
Use the following procedure to remove a relationship.
3 From the Work Info Type list, select the type of work information you want
to add.
4 From the Source list, select the source of this information.
Information sources can include, for example, email, phone, or the Web.
5 Enter the details of your work information record in the Summary and
Details fields.
6 To add an attachment to the record, right-click in the attachment table and
select Add from the menu that appears.
7 From the Locked list, select Yes or No to lock the log.
Important: If you select Yes, you cannot modify the work log after you save it.
Creating reminders
Use reminders to create notes for yourself and others. You can send the
reminders by email or by BMC Remedy Alert, and can specify when they will
be sent. You can create generic reminders, or you can create reminders that
are associated with a specific request.
For example, you can send yourself a note about a specific incident to remind
yourself to follow up on it.
You can create and view reminders from either the Incident Management
console or from within a specific incident. The location from which you
create or view a reminder determines which reminders you see:
! Incident Management console—You can view all reminders that you
created.
! Incident form—You can view all reminders associated with that incident.
This includes reminders created by other users of Incident Management.
Note: If you create a reminder from the application’s main console, the
reminder is general in nature. If you open a record and create a reminder,
the reminder is specific to the open record.
Creating reminders ! 53
BMC Remedy Service Desk: Incident Management 7.0
Note: If you are creating the reminder from the main console, skip the next
step.
3 To remove the link between the reminder you are creating and the open
record, select, then delete the contents of the Link to Request-ID field. The
Request-ID and Form fields are populated automatically by the application.
The Request-ID field links the reminder to the open record.
4 From the Notify list, select either Individual or Group, depending on
whether you are sending the reminder to a single person, or a support group.
5 In the Recipient field, type the name of the person or group to whom you
want to send the reminder.
If you type a person’s name and press ENTER, the application automatically
populates the AR Login field. If the application discovers multiple matches
with the name you entered, another dialog box appears that allows you to
specify which of the matching names you want to receive the reminder.
6 In the Time field, enter the date and time you want the application to send
the reminder.
You can type the information directly into the field, or you can click the
button next to the field and select the date and time from the calendar that
appears. By default, the Time field contains the current date and time.
7 In the Subject field, enter information about the reminder.
If you need more space to type the entry, click the Browse button next to the
field. A larger text entry box appears.
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.
If you need more space to type the entry, click the ellipsis button next to the
field. A larger text entry box appears.
9 Click Save.
A confirmation message appears.
10 Click Close to close the Reminders dialog box.
The reminder is sent at the time you specified.
Broadcasting messages
This feature lets you send messages to your entire organization, selected
groups within the organization, and to external customers as well. You can
use this feature to send messages about work in progress, system status,
planned work, and so on. You can also use this feature to view messages that
were broadcast to you from other groups in your organization.
Creating reminders ! 55
BMC Remedy Service Desk: Incident Management 7.0
Creating reminders ! 57
BMC Remedy Service Desk: Incident Management 7.0
Note: The support group you belong to appears in the table by default.
You can indicate another group, or click Close to dismiss the dialog box.
5 Click Save to save the broadcast message and close the dialog box.
Viewing broadcasts
This section describes how to view broadcast messages. While viewing
broadcasts, you can modify the message (if you belong to an authorized
authoring group), create a new broadcast message, and under some
circumstances (when viewing the message from the current record) relate the
broadcast message to the current record.
When viewing a broadcast from either the Incident Management console or
the Incident form, you can create a new incident from the broadcast. If the
broadcast was created from a problem investigation, CI (configuration item),
CI unavailability, or another incident, the application asks whether you want
to relate the new incident to the originating record.
Note: When viewing broadcast messages from the current record, you are
looking at all of the broadcast messages, not just the ones related to the
current record. If the list contains a large number of messages, use the
Broadcast Search Criteria tab to limit the number of messages. For
information about how to do this, see “Limiting the number of messages”
on page 59.
! When viewing from the main console, close the View Broadcasts dialog
box, select the broadcast message you want to view from the table, then
click View.
! When viewing from the current record, in the broadcast messages table,
click the message you want to view. The message details appear.
Creating reminders ! 59
BMC Remedy Service Desk: Incident Management 7.0
3 Select either:
! Page By Person—To page an individual.
! Page By On-Call Group—To page the on-call member of a specified
group.
4 Select the recipient.
To do this, complete the fields in the Search Criteria area, then click Search.
When the search finishes, click the recipient’s name in the search results
table, then click Select.
If you are sending a page to a person (instead of an on-call group) and need
help determining the correct person, you can see more information about an
individual by selecting his or her name from the list, then clicking View. This
opens the People form, which contains detailed information about the
recipient.
5 Complete the fields in the Paging Information area, as follows, then click
Send Page Now.
Note: To learn more about the service provider, click the button with the
globe icon beside the field to open a link that takes you to the service
provider’s website. This link is configured by your administrator, as
described in the BMC Remedy IT Service Management 7.0 Configuration
Guide.
Sending email
You can send messages about the current record using the Incident
Management Email System.
You can use this function to send email to any valid email address. This might
include an SMS recipient or wireless PDA user, if you can send email to the
device.
! Email Attachment—You can attach a file to the email message (you are
limited to just one attachment). To do this, right-click inside the Email
Attachment table, then click Add. The Add Attachment dialog box
appears. Navigate to, and then select, the file you want to attach. Click
Open. Details of the attached file appear in the table.
6 Click Send Email Now.
Generating a report
Use this procedure to generate a standard report without using qualifications
(for information about generating reports with qualifications, see “Using
qualifications to generate a report” on page 67).
2 From the Report Name list, select the report you want to generate.
Report Description
Incidents by Activity Time This report lists all open incidents and
the amount of time since the reported
date.
Open Incident Volume by Assignee This bar chart displays the number of
open incidents for each assignee.
Resolved and Closed Incident Volume This bar chart displays the number of
by Assignee resolved and closed incidents for each
assignee.
Group Assignment to Incidents This report lists incidents and their
assigned support groups for a
specified date range.
Change Induced Incidents This report lists incidents that were
caused by changes.
Note: This report is available only if
Change Management is installed.
3 If you select a report that requires a date range, the date range field appears.
Select a start date and end date for the report.
4 From the Destination list, select one of the following output destinations:
! Screen—Your report appears in a separate dialog box.
! Printer—The report is sent to the printer you specified in the Print Setup
dialog box.
! File—The report is saved to the path and file you specify.
5 Click Run Report.
2 From the Report Name list, select the name of the report you want to
generate.
3 In the Define Report Qualification area, create your qualifications from the
lists.
For example, to create the qualification
“Cost Center = 001”
select “Cost Center” from the list in the left column, select “=” from the
operand list (middle column), then type “001” in the right column.
You can use all five rows in the area to define qualifications.
4 To save the qualification, click Save Qualification.
You are prompted to name the qualification.
Note: By saving the qualification, you can rerun this report without defining
the qualification again. See “Generating a report using saved
qualifications” on page 70.
5 In the Qualification Name field, enter a name for your qualification, and
click OK.
A message appears stating that your qualification is saved.
6 Click OK.
Note: By saving the qualification, you can rerun this report without defining
the qualification again. See “Generating a report using saved
qualifications” on page 70.
6 From the Destination list, select one of the following output destinations:
! Screen—Your report appears in a separate dialog box.
! Printer—The report is sent to the printer you specified in the Print Setup
dialog box.
! File—The report is saved to the path and file you specify.
7 Click Run Report.
3 Select the qualification from the table, and click Return Selected.
The Report console reappears.
4 From the Destination list, select one of the following output destinations:
! Screen—Your report appears in a separate dialog box.
! Printer—The report is sent to the printer you specified in the Print Setup
dialog box.
! File—The report is saved to the path and file you specify.
5 Click Run Report.
The Requester console serves as the front end for the BMC Remedy Change
Management and BMC Remedy Incident Management applications. It
provides an easy, user-friendly interface that allows users to quickly submit
requests for change or incidents to IT through the two back-end applications.
The following topics are provided:
! Requester role (page 74)
! Service Request Management users (page 74)
! Understanding the Requester console (page 76)
! Working with service requests (page 80)
! Working with service requests as the Request Master (page 91)
! Service Request form (page 98)
! Working with the Solution database (page 101)
! Viewing broadcast messages (page 102)
Requester role
Requesters are usually employees who need assistance from the IT support
staff. The requester is typically an employee in the organization who must
have a change implemented or an incident resolved. Any member of your
organization can be a requester.
However, the user might not be an employee. Non-employees can also be
requesters, since non-registered users can also submit a service request.
Traditionally, after a requester made a telephone call to a central help desk, a
support staff member logged the request. The BMC Remedy Incident
Management and BMC Remedy Change Management applications provide
user self-provisioning. Using the Requester console, requesters can submit,
track, and (in some cases) resolve their own requests, and, as a result,
improve the overall efficiency. Out of the box, the Change Management and
Incident Management applications are preconfigured to work with the
Requester console. However, the Requester console is not enabled if your
organization turns off this option.
The Requester console is the primary interface from where requesters can
create and view their requests. From the Requester console, you can create a
request and submit it to the back-end application, view previously created
requests, and respond to a survey form after the request has been resolved.
If a user meets any of the following conditions, the user type is “unknown
user”:
! The user has entries in the People form and in the AR System User form,
but does not have an AR System Login ID in the People form.
! The user has an entry in the People form, but has neither an entry in the
AR System User form nor an AR System Login ID in the People form. This
type of user is also an AR System Guest User.
! The user does not have an entry in the People form, but has an entry in the
AR System User form.
! The user does not have an entry in the People form or in the AR System
User form. This type of user is also an AR System Guest User.
Some other factors that control allowing unknown users access to the
Requester console follow:
! Unknown users are not allowed access if the multi-tenancy option is
turned on. Multi-tenancy provides restricted access of data from different
companies or business units. This feature makes it possible to host
multiple companies and their data on a single server. Multi-tenancy is
limited to the company level. Configuration can differ on a per-company
basis. Multi-tenancy from the user’s perspective is accessed by selecting
the appropriate company from the list next to the Company field.
The Tenancy Mode has to be set by a user with administrator and general
access permissions on the System Settings form. For more information
about ITSM foundation settings, see the BMC Remedy IT Service
Management 7.0 Configuration Guide.
The console is the entry point for users to create, view, update, or cancel their
own service requests. For more information about the Requester console, see
the following topics:
! Opening the Requester console (page 77)
! Functional areas and tasks (page 78)
where:
<web_server> is the fully qualified name of the BMC Remedy Mid Tier
system, specified in the format server_name.company.com.
<port> is an optional port number, which is needed if the web server is not
on the default port (port 80).
<arsystem_server> is the name of your BMC Remedy AR System server.
Pay careful attention to the following items for the Requester section:
! If you are a registered user, the fields in the Requester section are
populated from the user’s People record. All the fields are read-only,
except the Phone and Email fields, which are editable.
! If you are an unknown user, the First Name and Last Name fields are
pre-populated with their login information. The Company is pre-
populated with the single-tenancy company name. Unknown users
must enter information in the Phone and Email.
2 Complete the required fields:
Note: Required field names are in bold with an asterisk. You must enter
information in the required fields to be able to successfully submit the
request.
a Select a definition from the Summary list that best describes your issue
from the Summary list.
If the list does not list the specific request you want to log, enter a
summary of the request manually in the Summary field.
If a matching solution appears and you choose to use this solution, the
solution entry is related your request and the request is resolved
automatically. See “Working with the Solution database” on page 101.
b Select an Urgency level for your request from the list.
c If you do not have a record in the People form, then the Company, First
Name and Last Name fields might not be populated, but you must
complete them.
3 (Optional) Click Add Attachment to enter request work information.
You can include a note or an attachment. For more information about the
Request Work Info dialog box, see “Modifying a service request” on page 85.
4 Complete the optional fields:
! Date Required—Enter a date by when you require that this request be
completed.
! Phone—Enter or edit your phone number.
! Email—Enter or edit your email address.
Note: Unknown users must enter information in the Phone or Email fields
The New Request wizard closes, and the request you just saved appears in the
My Requests table.
1. Select a record.
Note: The Cancel button changes to Reopen when you select a completed or
rejected record.
1. To reopen a
canceled record, select
the record.
2. Click Reopen.
4 Click Reopen.
Note: You can only reopen records that are in Completed or Rejected state.
The following note appears: The selected request has been reopened.
5 Click OK to dismiss the note.
The request now appears as In Progress or Open. The status shown depends
on whether the request is a change or an incident
Completing surveys
You will be notified through email to respond to a survey after your service
request is marked Completed. Each service request generates a separate
survey.
Note: Surveys must be set up for your company and the option must be
turned on. If surveys are not set up and the survey option is not turned on,
no surveys are generated.
5 Click Save.
3 To view the error status and its possible source, click the Change/Incident
Data tab.
4 If you have Command Event Master permissions, click Reset Error to restart
the service request.
Note: The Request Master user must have Request Master permissions.
Request Masters, however, cannot directly update any other form fields.
Only users with AR System Administrator permissions are allowed to delete
service request records.
Note: Only Request Masters can directly access the Service Request form.
This user needs Request Master and Command Event Master permissions.
Note: Request Masters can view records that they have access to, granted by
company access in the People form. Request Masters with unrestricted
access (that is, they have access to all companies) can view all service
requests, as can the AR System administrator.
Note: New service requests are created from the Service Request console,
using the New Request wizard. If you try to select the service request entry
and click New, you get an error message.
The Service Requests form appears in Search mode. For more information
about the service request form, see “Service Request form” on page 98.
6 Enter search criteria, and then click Search.
7 Select the service request record you want to view or troubleshoot from the
search results.
8 Follow these steps as needed:
! “Reopening a service request” on page 93
! “Viewing or adding work information” on page 94
! “Viewing the event log and troubleshooting” on page 97
9 Click Save.
Note: The appropriate action link is enabled, depending on the state of the
service request.
The service request shown has a Status of Completed, so the Reopen Request
link is enabled.
! Add Work Info—Displays the Request Work Info dialog box and allows
you to add information.
See “Adding or viewing work information from a service request” on
page 95.
3 Click Save to save your changes.
2 View or add information to the fields (field names in bold with asterisks are
required fields).
Field name Description
Date+ Date and time when work information was created.
Source Where work information came from, for example, Email,
Web, or some other source.
Summary A brief description of the Work Info entry. This character
field contains a maximum of 100 characters.
Notes A more complete description of the Work Info entry.
View Access Sets the View Access to the work information.
! Public—Lets the requester view the work information.
! Internal—Only the request master can view the work
information.
Attachments Includes any attachments that pertain to the Work Info
entry. Only one attachment can be added per Work Info
entry.
Submitter System-generated field containing the login name of the
person who submitted the Work Info entry.
Submit Date System-generated field that contains the date the Work
Info entry was created.
3 Click Save.
4 Take any of the following actions for events that are in error:
! Retry
! Ignore
It is best to retry each event in the order the events are created. By default, the
event table is sorted with the recent event on top, in reverse chronological
order. Typical events should be retried when the problem indicated by the
error message has been fixed.
5 Click Close.
Note: The Solutions table only appears if Incident Management and Problem
Management are installed. If you have only Change Management
installed, this table does not display.
This section describes functions that are available to support staff. Managers
can also perform these functions from the Support Console tab.
The following topics are provided:
! Understanding the Support Console tab (page 104)
! Setting application preferences (page 106)
! Recording a new incident (page 108)
! Understanding assignments (page 120)
! Investigating and diagnosing an incident (page 132)
! Resolving an incident (page 141)
! Closing an incident (page 147)
! Creating known errors and solutions (page 149)
Navigation pane
Both the navigation pane and the Search Criteria provide options to filter the
Assigned Work on the console, as summarized in the following table.
Table 4-1: Options to filter display of assigned work
Option Explanation
Company If you support multiple companies, leave this field in the
navigation pane blank to display work for all companies, or
select the appropriate company to display work for a single
company.
Console View This menu in the navigation pane provides you with options to
look at the Personal view for work assigned to you, or to view
work assigned to your support groups. You can display work
assigned to all your support groups or to selected support
groups.
Status Instead of viewing All Open Incidents, you can view all
incidents, or all that are pending, resolved, or closed. When you
view All Open Incidents, you view incidents available for you to
work on, which includes assigned, in progress, and pending
incidents.
SLM Status To view incidents regardless of SLM status, leave this blank.
Otherwise, select the appropriate SLM status. The SLM Status
filter is available only if SLM is installed.
Dates You can view incidents that were opened Any Time. You can
also restrict the display to incidents opened within the selected
time, such as within the last 24 hours.
Role You can view incidents for which you are the Assignee, the
Owner, or both at the same time.
Advanced search You can specify one or more values on the form to search for
specific incidents. For details, see “Using the Advanced Search
feature” on page 40.
Setting Description
Console View The default console view, in conjunction with the search
criteria, controls which incidents appear in the Assigned Work
area. You can temporarily change this setting from the
navigation pane of the console. The following selections are
available from this list:
! Personal—Displays incidents assigned to you.
! Selected Groups—Prompts you to select any support groups
to which you belong. You can select to display all incidents
assigned to your group, or incidents assigned to your group
that are not yet assigned to an individual.
! All My Groups—Displays incidents assigned to all of your
support groups. You can choose to display all incidents, or
incidents that are not yet assigned to an individual.
Manager Console If you select Yes, when you open the Incident Management
console, it opens to the Manager Console tab. Otherwise, it
opens to the Support Console tab.
Data Set Name If there are multiple data sets, such as production and training
data sets, select the appropriate data set.
Search Criteria Search criteria, in conjunction with the console view, control
Default which incidents appear in the Assigned Work area. You can
temporarily change these settings from the Search Criteria area
on the console. You can set the default values for the following
settings:
! Incident status—Select whether to display open, pending,
resolved, closed, or all incidents. Open incidents include
assigned, in progress, and pending incidents.
! SLM status—Select whether to display incidents with no
service target assigned, within the service target, with a service
target breached, or with all service targets breached. Clear this
selection to display incidents regardless of SLM status.
! Role—Select whether to display incidents where you are the
assignee, the owner, or either.
! Task status—This selection controls which tasks are
displayed on the Tasks tab of the console. Select whether to
display open tasks, closed tasks, or all tasks.
Setting Description
After New Save This setting controls the action after you click Save on the
Incident form. The following selections are available from this
list:
! No Action—Leaves the Incident form open and it is ready for
you to record a new incident.
! Reopen in New—Opens the current incident in modify mode
in a new window. The original window is ready for you to
record a new incident.
! Reopen in Current—Leaves the Incident form open. If this is
a new incident, the form changes from New to Modify.
Enable Auto- If you select Yes from this list and a decision tree is set up, you
Decision Tree are prompted by the decision tree when you record a new
incident. For more information about decision trees, see “Using
the decision tree” on page 114.
Tab Views You can choose whether to show the Vendor, Financials, or
Date System tabs.
Overview You can choose whether to show incidents or incident tasks on
Console the Overview console. For information about the Overview
console, see “Working with the Overview console” on page 31.
4 Click Save.
This section also describes activities you might need to perform while
recording a new incident:
! “Relating incidents as duplicates” on page 114
! “Recording CI unavailability” on page 116
! “Adding or modifying a customer profile” on page 117
Tip: The Process Flow Status wizard provides one method of recording and
updating incidents. All fields in the dialog box are also available on the
Incident form. You can complete these fields directly from the form, if you
prefer.
Figure 4-3: Selecting the next stage from the Process Flow Status wizard
The Create Incident form appears. The two tabs on this form prompt you to
enter required and optional information.
Note: This is a dynamic form. The fields on the Required and Optional tabs
depend on the information to move from the current stage or state to the
selected stage or state.
Figure 4-4: Create Incident form displaying completed Required Information tab
5 Type the customer’s last name in the Last Name field and press ENTER.
If there are multiple customers with the same last name, you are prompted
to select the appropriate customer. The Company, First Name, and Phone
Number fields are completed from the customer record. The company drives
the selection on other menus, such as Operational, Product, and Resolution
Categorization.
6 Type a brief description in the Summary field.
7 You can type additional details in the Notes field.
8 Select values from the Impact and Urgency lists.
9 If appropriate, select a different service company.
When you select the customer, the service company is set to the customer’s
company.
10 If appropriate, change the service type from the default value of user service
restoration. You can select user service request, infrastructure restoration, or
infrastructure event.
11 To enter optional recommended information:
a Click the Optional Information tab.
Figure 4-5: Create Incident form displaying completed Optional Information tab
Using a template
You can use templates to populate the incident with standard information
that is entered on a regular basis. A template can also set a relationship to a
CI. Your administrator can create templates for commonly occurring
incidents, as described in the BMC Remedy IT Service Management 7.0
Configuration Guide.
Using scripts
Scripts are detailed instructions that have been set up at your company to
help you record important information about an incident. You have access
to scripts that have been set up for your support group. Scripts might include
a list of questions to ask the customer. These questions can assist you in
resolving or assigning the incident.
There are two types of scripts:
! Initiator scripts—Select an initiator script when you record an incident
after you indicate the customer.
! Assignment scripts—Select an assignment script when you assign or
reassign an incident after you indicate the assignee. The assignment scripts
correspond to the group to which you are assigning the incident. For
example, a networking group might have specific questions for you to ask
the user when you assign the incident.
Figure 4-8: Incident Relationship Search dialog box with results displayed
Recording CI unavailability
CI unavailability is the actual down-time of a CI. You can record CI
unavailability due to an unexpected circumstance from the incident.
Note: Relate with Unavailability is available only when you are searching for
CIs to relate to an incident.
2 Open an incident.
3 Click the Contact tab.
4 Click Create.
The People form appears.
Note: You cannot define a Support Person record here. See the BMC Remedy
IT Service Management 7.0 Configuration Guide for further details.
Note: You can modify the customer and contact phone number and location
on the Incident form without modifying the customer profile. A
modification on the Incident form, however, applies only to the current
incident.
Accessing the individual’s People Profile this way gives you limited
information that you can change. You can change the information in the top
of the form and the information in the General and More Details tabs.
6 Click Save.
Understanding assignments
An incident can be assigned to an individual or a support group. The
Assignment tab displays details of the current assignment.
Version 7.0 adds tasks to Incident Management. You can attach tasks to an
incident and assign them to individuals without changing the assignment of
the incident.
Action Result
Click the incident. The Details tab displays details about the
selected incident.
Click the incident, then click View. The Incident form appears, displaying the
incident. You can modify the form and
perform other actions, as appropriate.
Accepting an assignment
You can accept any incident assigned to your support group.
Reassigning an incident
You can reassign an incident to either an individual or a support group. You
can also assign an incident to a vendor. Use the shortcut in the navigation
pane to reassign an incident to yourself (Assign to Me) or to reassign an
incident based on automatic routing (Auto Assign).
6 Click Save.
Based on these support groups, the following example events show how the
incident owner is set:
! Person A submits an incident. Because Person A is a member of a support
group with the role of Help Desk, ownership of the incident is set to
Support Group A, regardless of who is assigned this incident.
! Person B submits an incident and assigns it to Support Group A.
Ownership of the incident is set to Support Group A because the group
has the role of Help Desk.
! Person B submits another incident, and assigns the incident to Support
Group C. Support Group B becomes the owner, because Person B is the
submitter.
4 To assign the incident to a vendor support group, select the vendor company,
organization, and group.
5 If you selected the vendor from the menus, you can press ENTER in either of
the vendor name fields to select the vendor contact. If the vendor is not listed,
you can type the vendor contact information.
If you type the vendor contact, the Vendor Email field is for information
only; Incident Management does not send email to this contact.
6 Enter any other information you need to track, such as the vendor incident
number.
7 Click Save.
The Vendor Assignment Status field is set to Assigned. The Reported to
Vendor Date is set to the current date and time, if you did not specify
otherwise.
Creating tasks
You can create tasks for open incidents, as appropriate.
4 Click Create.
The Task form appears.
Note: The waiting status is used only for automatic tasks, which are not
applicable to incident management.
Viewing an incident
You can view an incident from the Assigned Work area.
Fields on the form display the incident status and information that has been
collected about the incident.
Process flow As the incident moves through its life cycle, the Process Flow Status area
status displays the current stage of the incident. In Figure 4-24 the incident is at the
second stage, which is the investigation and diagnosis stage. The stage is
highlighted in white and includes the label Normal. If the incident were
pending further action, the current stage would be highlighted in yellow and
include the label Pending.
For more information about the incident process flow, see “Process flow and
the life cycle of an incident request” on page 24.
Service Level If SLM is installed, the Incident form displays both overview and in-depth
Management information about the incident in relation to applicable service targets.
(SLM)
The SLM Status area shows whether the incident breaches service targets
defined in SLM, as described in Table 4-2. An incident can have service
targets for response time and resolution time.
Table 4-2: Service targets indicator colors and SLM status
If the incident was recorded directly from an email, fax, voicemail, or web
self-serve request, the Responded field appears next to the Service Target
indicator. After you respond to the incident, select Yes.
Important: If you respond to an incident and leave the Responded field set to
No, the incident might breach the response service terms.
For additional information about the relevant service targets, click the SLM
tab. The Service Targets table displays all service targets applicable to the
incident. Select a service target to see the status, next target date, exception
details, and applicable milestones.
Figure 4-25: SLM tab
The Next Target Date field indicates the next deadline out of all the service
targets attached to the incident. The SLM Status displays the status
corresponding to the Service Target indicator on the top of the form.
If the service terms have been breached, select the breach reason and breach
exception.
For more information about service targets and milestones, see the BMC
Service Level Management 7.0 User’s Guide.
12 Alternatively, to relate the record without the solution, click Relate Without
Solution.
13 If a solution or work-around is available, then continue with “Moving the
incident to the resolution stage.”
The Modify Incident form appears, displaying the required and optional
fields to move the incident to the resolution and recovery stage.
4 If the incident is not assigned, the Modify Incident form also prompts you to
assign the incident.
5 Type the proposed resolution in the Resolution field.
6 Summarize the work you performed to find the proposed resolution by
completing the fields in the Add Work Info area.
7 To prevent changes to this record of your work performed, change the
Locked status to Yes.
8 If this incident is linked to a request, to allow the customer to see this
summary of work performed, change the View Access status to External.
9 To complete recommended optional information:
a Click the Optional Information tab.
The Cost Category field is set to Incident. This indicates the form from which
you are entering the charge. You cannot change this value.
5 Select the appropriate cost center code from the list.
This is the code name for the business unit or organization within the
company to be charged for servicing the incident. When you select the cost
center code, the Company and Cost Center Name fields display the values
attached to the cost center code.
6 From the Cost Classification list, select either Actual or Budget.
7 In the Related Cost field, type the rate, and select the currency from the list.
8 If appropriate, you can also:
! Select the cost type. Cost types are defined by your organization for
reporting purposes.
! Enter a description.
! Select the unit type. The unit type indicates whether cost is measured as a
flat rate, or in hours or minutes. If you select a unit type of hours or
minutes, you must type the number of hours or minutes in the Related
Units field.
! Enter the date the charge was incurred. If you leave this field blank, it is set
to the current date when you save the cost.
9 Click Save.
The totals for budgeted and actual costs appear at the bottom of the table.
10 Repeat steps 4 through 9 for each cost associated with the incident.
Resolving an incident
The main purpose of this activity is to resolve and recover from the service
disruption to enable the customer to resume work.
The Resolution field shows the resolution that was proposed when the
incident was moved to the resolution and recovery stage.
4 If appropriate, change the resolution.
The resolution is included in the email notification sent to the customer. If
you leave this field blank, you must specify the resolution categorization on
the Optional Information tab.
5 Select the appropriate status reason.
The status reason can indicate action required before the incident is closed.
6 In the Add Work Info area, specify the work performed to resolve the
incident.
7 You can click the Optional Information tab to enter additional information
as follows:
a In the Resolution Product Categorization area, select from up to five lists
to specify the product categorization of the underlying CI that caused the
incident.
The default value is the same as the incident product categorization.
b In the Resolution Categorization area, select either:
! Actions taken to resolve the incident.
! Service categories of the underlying causes.
8 Click Save.
The status of the incident is set to Resolved.
If CI unavailability was created from this incident and your support group is
responsible for the CI unavailability, then you are prompted to update the CI
unavailability.
3 In the Process Flow Status area, in the Resolution and Recovery box, choose
Generate Problem.
Closing an incident
The main purpose of this activity is to make sure that the incident has
successfully restored the service to the customer and that the customer is
satisfied with the outcome. When the customer agrees that the incident can
be closed, review the incident record for completion and, if appropriate,
create a solution database entry.
If you leave an incident as resolved, after 15 days the Incident Management
application closes the incident.
Note: After you close an incident, it can be reopened only by a support group
lead or support group manager for the group that owns the incident, or by
someone with Incident Master permission. You can continue to add Work
Info entries, but you cannot modify the incident.
2 Open an incident.
3 Review the Incident form to make sure that it is complete and accurate.
4 Complete the Known Error form, as described in the BMC Remedy Service
Desk: Problem Management 7.0 User’s Guide.
5 Click Save.
Tip: To avoid editing the Solution Database form, click Quick Create
Solution. This copies the resolution details into the form, submits the
solution entry as Inactive, sets the view access to Internal, and assigns the
solution entry to the appropriate support group.
Navigation pane
Both the navigation pane and Search Criteria area provide options to filter
the assigned work on the console, as summarized in the following table.
Table 5-1: Options to filter display of assigned work
Option Explanation
Company If you support multiple companies, leave this blank to display
work for all companies, or select the appropriate company.
Console View You can look at the personal view for work assigned to you, or
you can change to view work assigned to your support groups.
You can also view work that has been assigned to your support
group, but is still unassigned to an individual.
SLM Status To view incidents regardless of SLM status, leave this blank.
Otherwise, select the appropriate SLM status. The SLM Status
filter is available only if SLM is installed.
Dates You can view open assigned incidents that were opened any
time. You can also restrict the display to incidents opened
within the selected time, such as within the last 24 hours.
Role Incident managers can select either the Incident Manager or
Assignee role.
Managing assignments
An incident can be assigned to an individual or a group.
3 If you are viewing unassigned incidents, from the Selected Groups list, you
must confirm the selected groups, as follows.
The My Group Selection dialog box appears.
a In the View Group column, for each group, select Yes to indicate display
incidents assigned to that group.
b Click Update.
The Assigned Work area shows unassigned incidents for the selected support
groups.
Assigning an incident
You can assign the incident to anyone within your support group. To
reassign the incident to another support group or to an assignee in another
support group, see “Reassigning an incident” on page 124.
Process flow Process flow provides a quick visual indicator of the current stage and state
of an incident. When you open an incident, the Process Flow Status area
appears toward the top of the form.
For additional information, see “Process flow and the life cycle of an incident
request” on page 24.
Status field The Status field changes during the life cycle of the incident.
Table 5-2: Significance of the status field
Status Description
New The incident is unassigned. You can see this status only while
completing a new incident. After you save the incident, the status
changes to Assigned.
Assigned The incident has been assigned to a support group or individual
but has not yet been acknowledged.
In Progress The assignment has been accepted and the assignee is working
toward resolution.
Pending Work on the incident has been temporarily suspended.
Resolved A resolution or work-around to restore the service has been
determined and is awaiting customer validation.
Closed A resolution or work-around has restored the service and the
customer has validated the resolution.
Canceled Restoration of service is no longer required.
Assignment The assignment log displays a list of all the groups and individuals that were
log assigned to work on the incident during its life cycle. One unique entry is
generated for each individual and group assigned to work on the incident,
but they are not arranged chronologically. To access the assignment log, click
the Assignment tab, then click Update Assignment Log.
Understanding notifications
The purpose of the notification policy is to inform key IT support staff and
customers about incidents that have caused a service disruption.
Notifications from the application are automated and driven by events of the
application. There might be some circumstances when you must manually
send a notification.
Automated notifications are sent to individuals or groups, such as when an
incident is created, assigned, or resolved. If you are using SLM, escalating
notifications can be sent, as described in “Notifications defined in SLM” on
page 161.
Individual and system-wide preferences indicate whether to send
notifications by alert, email, or pager. The administrator can configure the
notification method, as to whether business hours and holidays are
respected, and whether to send individual or group notifications. For details
on configuration, see the BMC Remedy IT Service Management 7.0
Configuration Guide.
Notifications Notifications can also be sent out based on milestone actions that are defined
defined in SLM as part of service targets in the SLM application. Service target escalations
occur when the incident’s responded date is in danger of breaching the
service terms. For example, this happens when:
! The target response time has elapsed and the incident is still assigned.
! The target resolution time has elapsed and the incident is still open (not
resolved, closed, or canceled).
You can view the Responded Date on the Date/System tab. For details on
service target calculations, see “Understanding SLM calculations” on
page 160.
You can configure SLM to send notifications to incident assignees, assignee
group managers, incident owners, or owner group managers by using
templates included with the Incident Management integration with SLM.
For details on configuring service targets and notifications in SLM, see the
BMC Service Level Management 7.0 User’s Guide.
Creating a CI
To create a CI, you must have Asset Admin permission. If you have Asset
User permission and you need to modify a CI, your administrator must open
the appropriate CI, and then relate your support group to the CI.
The fields on the CI form vary with the CI type. This section provides
examples of creating three types of CIs:
! “Creating a computer system CI” on page 164
! “Creating a bulk inventory CI” on page 167
! “Creating an inventory location CI” on page 169
Creating a CI ! 165
BMC Remedy Service Desk: Incident Management 7.0
The default value is Ordered. You can select one of the following options.
Status Description
Received The CI was received in shipping.
Being Assembled The CI is being assembled.
Deployed The CI was installed.
In Repair The CI is down for maintenance.
Down The CI is down, but not yet in maintenance.
End of Life The CI is no longer being deployed.
Transferred The CI was transferred to another location.
Delete The CI is marked for deletion. You must be a member of the
APP-Management or APP-Administrator group to mark a CI
for deletion.
In Inventory The CI is in inventory but not yet deployed. When you select this
status, you are prompted to select the inventory location.
On Loan The CI is on loan to another location.
Disposed The CI is no longer available and was disposed of.
Reserved The CI was reserved and taken out of inventory.
Return to The CI must be returned to the vendor as damaged or
Vendor unwanted.
Creating a CI ! 167
BMC Remedy Service Desk: Incident Management 7.0
4 Click Save.
Creating a CI ! 169
BMC Remedy Service Desk: Incident Management 7.0
Managing inventory
You can use the Manage Inventory function to track bulk inventory items
and other CIs that are available for deployment.
Before you can track inventory, you must:
! Create inventory location CIs.
! Create bulk inventory CIs, or other CIs to be tracked as inventory.
! For bulk inventory, specify the received quantity and the inventory
locations.
! For non-bulk inventory CIs, set the inventory status to In Inventory, and
select a location.
Note: For instructions on creating CIs, see “Creating a CI” on page 164.
After items are in inventory, you can use the Manage Inventory function to
view, relocate, and reserve and use CIs and bulk inventory items.
Relocating CIs
You can relocate CIs or bulk inventory items from one location to another.
4 For the location where you want to relocate the CI, specify search criteria,
and click Search.
Results matching your search criteria appear in the table.
5 Select the location where you want to relocate your CI.
6 In the Quantity field, enter the number of CIs you want to relocate.
7 Click Relocate.
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configuration contract
Sets of CIs that are required by different A documented relationship between two
groups of people in the company. parties that identifies details about each
configuration catalog party, accounting and budget codes,
A feature of Asset Management that stores purchase cost, and expiration dates, and ties
your standard configurations (such as a one or more SLAs, OLAs, or underpinning
standard desktop, laptop, server, and so on) contracts to the interested parties. The
for management purposes. contract also makes it possible to segment
and restrict access to the compliance and
configuration item (CI) service target results so that results can be
An infrastructure component or an item viewed by contract.
associated with the infrastructure that is (or
will be) under the control of configuration cost center
management, for example, a Request for An entity tracking cost information within
Change. A CI can be complex or simple, an organization. See also split cost center.
large or small. CIs can include entire cost management
systems or be a single module or minor All of the policies, procedures, and
component. CIs can also include records of deliverables required to fulfil an
people (users and customers) and locations. organization’s costing and charging
configuration management requirements.
The process of maintaining detailed IT currency code
inventory records. It involves identifying The three-letter code that represents a
and defining the CIs in a system, recording currency type, such as USD for United States
and reporting the status of all CIs and Dollars.
requests for change, and verifying the dashboard
completeness and correctness of all CIs. See Web-based, graphical user interface using
also configuration item (CI). flashboards where compliance and service
Configuration Management Database target results can be viewed by service level
See BMC Atrium Configuration managers, service delivery managers, other
Management Database (BMC Atrium IT professionals, and customers or line of
CMDB). business owners. See also service level
agreement (SLA), service target, and
flashboard.
data consumer
An application that works with data in
ITSM. It might view the data or modify it.
See also data provider.
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work-around
A temporary resolution to an incident,
problem, or known error.
workflow
The automated set of business processes
used to run a company.
188 "Glossary
Index
A assignments (continued)
accelerators for process flows, best practice 24 managing 155–159
ad hoc requests 82 receiving notification of 121
adding recording time worked 122
customer profiles 117 vendors 126
work information 51 working with 121–123
advanced qualifications, using to generate associations. See relationships
reports 69 Atrium CMDB. See CMDB
Advanced Search, using to find records 40 audience 13
answers. See solutions audit log, viewing 162
application preferences, setting 106–108 auto-filling fields 38
Asset Management, about 11
Assigned Work area B
about 32 Best Practice icon 10
defined 104 best practices
filtering 105, 121 CI naming conventions 165
refreshing 35 retrying events in order 98
assigning using CIs to diagnose user problems 163
incidents 156 using process flow accelerators 24
tasks 129 BMC Atrium CMDB. See CMDB
assignment log BMC Remedy User, opening Incident
about 158 Management console with 28
deleting 123 Broadcast area, defined 104
assignments broadcasts
See also incidents creating 55
about 120–132 limiting 59
accepting 122 location in Overview console 36
incidents, reassigning 124 viewing 58, 102
incidents, viewing 121
logged 158
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K notifications
Known Error form 149 about 160
known errors, creating 149 assignments 121
in SLM 161
L viewing through audit logs 162
life cycle of an incident 24–26
limiting number of broadcast messages 59 O
location of CIs 169 opening
logs Incident Management console from a
assignment 158 browser 30
audit 162 Incident Management console from a
event 97 desktop 28
other applications 36
M Requester console 77
main consoles service request records 92
URL for browser 77 service requests 87, 93
Manager console, about 154–155 Overview console 31
manager role 23 about 31–38
managing inventory 170–173 functions 36
Modify Incident form 138, 141 opening from a browser 32
modifying opening from a desktop 32
customer profiles 119 ownership for incidents 125
incidents 137
profile 37 P
records 42 paging
relationships 48 on-call groups 60–62
service requests 85 one person 60–62
multi-tenancy People form 118
unknown users 75 permissions
multi-tenancy, defined 20 Command Event Master 97
Request Console Master 22
N Requester console 74
navigation pane User, with Requester console 22
about 36–38 printing
defined 20, 104 records 41
new features 18–21 service requests 86
New icon 10 prioritization, defined 21
New Request Wizard, defined 80 Problem Investigation form 145
New/Modify Broadcasts form 56 problem investigations, creating 144
Notes field. See Work Info form Problem Management, about 12
Notes Log field. See Work Info form process flow
about 24–26
accelerators, best practice 24
monitoring incident status with 157
status area 133
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V
vendors
assigning incidents to 126
communicating assigned incidents to 127
viewing
broadcasts 58, 102
event logs 97
incidents 133–135
incidents assigned to people 121
inventory locations 170
profile 37
request details 79
service requests 78, 84
unassigned incidents 155
user requests 79
Work Info tab 94
work information 95
W
wizards
Process Flow Status 24, 25, 109
Service Request 80
Work Info form 85, 129
Work Info tab
viewing 94
work information, adding 51
Work Log Assignments. See tasks
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