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Table Of Contents

Accessing the IT Home Page
Incident Request form views
Classic view
Process flow and the lifecycle of an incident request
User roles
Support staff roles
Manager roles
User role
Mapping permission groups to SMPM roles
Requester role
Requester console users
Working with service requests
Defining a service request
To define a service request
Service request state changes
Performing additional service request functions
Functional areas
Console list table
Company and View By filters
Selecting status values
To select status values
Functional areas of the console
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
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
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
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
Moving a resolved incident request back to In Progress
Assigning incident requests as a group coordinator
Rejecting an incident
Tracking incident requests
Overview of BMC SLM calculations
Working with the Watch List
Table : Working with the Watch List
Approving solutions
To approve or reject a solution
Tasks overview
Opening the Task form
Adding tasks using task templates
To add a task using task templates
Creating ad hoc tasks
To create an ad hoc task
Accepting task assignments
To accept an assigned task
Opening and viewing individual task records
To view task records
Reassigning task sequence numbers
To reassign a sequence to task groups and tasks
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
To plan the time for tasks
Tracking the time spent working on tasks
To use the start and the stop buttons to track the time spent working on a task
To manually track the time spent working on a task
To use the Task Effort log to track the time spent working on a task
Adding work information to a task
To add work information to a task
Canceling tasks
To cancel tasks using the Classic view
Closing tasks
To close a task
Canceling an incident with open tasks
Using the KPI flashboards
Opening the KPI flashboards
To open the KPI flashboards
Viewing your profile
To modify your profile
Creating a problem from an incident
Setting application preferences
To set your preferences
Searching for records
Running Defined Searches
To run a Defined Search
Creating a custom search
To create a custom search
Searching all records
To search 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
To copy relationships
Indicating impacted areas
Modifying relationships
Performing quick actions on a relationship
Use the following procedure to remove a relationship
Creating reminders
To create a reminder
Broadcasting messages
Creating broadcast messages
Viewing and modifying broadcast messages
Limiting the number of messages
To limit the number of messages
Sending email messages
Working with reports
Generating a standard report
Generating a report using qualifications
Updating assignment availability
To update assignment availability
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Remedy Service Desk User Guide

Remedy Service Desk User Guide

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Published by jithendrakumar

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Published by: jithendrakumar on May 23, 2011
Copyright:Attribution Non-commercial

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11/18/2012

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