Remedy Incident Management User Guide

BMC® Remedy® Service Desk: Incident
Management 7.0 User Guide

EDCS-608234
Procedure Owner: Tasha Olds
Effective Date: 25 January 2010
Next Review Date: 25 January 2012
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This edition applies to version 7.0 of the licensed program.

CONTENTS
Preface i
Best Practice and New icons i-i

About the BMC Remedy IT Service Management Suite
i-ii
BMC Atrium CMDB 2.0 i-ii
BMC Remedy Asset Management 7.0 i-ii
BMC Remedy Change Management 7.0 i-ii
BMC Remedy Incident Management 7.0 i-ii
BMC Remedy Problem Management 7.0 i-iii
BMC Service Level Management 7.0 i-iii
Audience i-iii
BMC Remedy IT Service Management Suite documents
i-iii
CHAPTER 1 Introducing BMC Remedy Incident Management 7.0 1-1
Installing and configuring Incident Management1-1

What’s new in Incident Management
* 7.0 1-1
What’s new for Help Desk users? 1-3
Incident Management user roles 1-4

Requester 1-4
Support staff 1-4
Incident manager 1-5
Process flow and the life cycle of an incident request

1-5
CHAPTER 2 Using functions common to all ITSM applications 2-1
Opening the main application console 2-1

Using BMC Remedy User client to open a main console2-1
Using a browser to open a main console 2-4
Working with the Overview console 2-5

Opening the Overview console 2-5
Using the Assigned Work table 2-6
Creating records 2-6
Searching for records 2-7
Refreshing data 2-8
Viewing and creating broadcast messages
Using the navigation pane 2-8
2-8
BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

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Changing the console view 2-8

Using console functions 2-8
Opening other applications 2-8
Selecting status values 2-9
Viewing your profile 2-9
Using quick actions 2-9
Auto-filling fields 2-10
Working with records 2-10

Searching for records 2-10
Searching your records 2-10
Searching all records 2-12
Printing records 2-12
Modifying records 2-13
Working with relationships 2-13

Defining relationships 2-13
Copying relationships 2-16
Indicating impacted areas 2-16
Modifying relationships 2-17
Performing quick actions on a relationship
Removing relationships 2-19
2-18
*
Adding work information 2-19
Creating reminders 2-21
Broadcasting messages 2-22
Creating broadcast messages 2-22
Viewing broadcasts 2-24
Creating or modifying a broadcast message
Limiting the number of messages 2-25 2-25
Sending pages and email messages 2-25

Paging a person or on-call group 2-26
Sending email 2-27
Working with reports 2-29

Generating a report 2-29
Using qualifications to generate a report 2-31
Using advanced qualifications to generate a report 2-32
Generating a report using saved qualifications 2-33
CHAPTER 3 Working with the Requester console 3-1
Requester role 3-1

Service Request Management users3-2

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Contents
Understanding the Requester console 3-3

Opening the Requester console 3-3
Using a browser to open the Requester console
3-4
Functional areas and tasks 3-4

Working with service requests 3-5
Creating a service request 3-6
Service request states 3-8
Filtering service requests 3-8
Viewing a service request record 3-8
Modifying a service request 3-9
Searching for service requests by Request ID 3-10
Printing a service request 3-10
Canceling a service request 3-11
Reopening a service request 3-11
Converting a Service Request to an Incident 3-12
Completing surveys 3-12
Viewing service requests with errors 3-13
Working with service requests as the Request Master 3-14

Opening a service request record 3-15
Reopening a service request 3-16
Viewing or adding work information
* 3-17
Adding or viewing work information from a service request
Viewing the event log and troubleshooting 3-19
3-17
Service Request form 3-20

Working with the Solution database 3-22
Viewing broadcast messages 3-23
CHAPTER 4 Working with Incident Management as support staff 4-1
Understanding the Support Console tab4-1

Setting application preferences 4-3
Recording a new incident 4-5
Creating a new incident manually 4-6
Using the Process Flow Status wizard to create a new incident
Using a template 4-12 4-10
Using the decision tree 4-13
Using scripts 4-14
Accessing a CI 4-14
Relating a CI to an Incident 4-15
Relating incidents 4-16

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Contents
Relating incidents as duplicates 4-17

Relating external tickets to incidents 4-18
Recording CI unavailability 4-19
Adding or modifying a customer profile 4-20
Adding a new customer profile 4-20
Modifying a customer profile 4-21
Changing impact and urgency 4-22
Understanding assignments 4-23

Receiving notification of assignments 4-23
Working with assignments 4-23
Viewing incidents assigned to you 4-24
Accepting an assignment 4-24
Recording time worked on an incident 4-24
Reassigning an incident 4-25
Understanding incident ownership 4-27
Identifying an incident’s owner or assignee 4-27
Assigning an incident to a new owner group 4-28
Assigning an incident to a new assignee group 4-28
Assigning an incident to a vendor 4-29
Working with tasks 4-30
Creating tasks 4-30
Manually assigning a task 4-32
Recording work performed on tasks 4-32
Investigating and diagnosing an incident 4-34

Viewing an incident 4-34
Viewing alarm status 4-36
Splitting alarms 4-37
Merging incidents 4-38
Searching for a solution 4-38
Searching Comprehensively for a Solution 4-39
Moving the incident to the resolution stage 4-40
Recording the cost of working on an incident 4-41
Recording the cost of working on an incident 4-42
Changing the status of an incident 4-43
Resolving an incident 4-44

Entering isolation information 4-46
Creating a problem investigation from an incident 4-47
Creating infrastructure change from an incident 4-48
Reopening a resolved incident 4-49

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Contents
Closing an incident 4-49

Closing external tickets 4-50
Working with mass incidents 4-51

Mass incident selection and assignment for single customer mass outage 4-51
Mass incident selection and assignment for multiple customer mass outage 4-52
Mass incident updates 4-53
Creating known errors and solutions 4-54

Creating a known error from an incident 4-54
Creating a solution database entry from an incident
4-55
CHAPTER 5 Working with Incident Management as a manager 5-1
Understanding the Manager Console tab5-1

Managing assignments 5-2
Viewing unassigned incidents 5-3
Assigning an incident 5-3
Monitoring an incident's status 5-4
Reopening a closed incident 5-6

Understanding SLM calculations 5-6
Understanding notifications 5-7
*
Viewing the audit log 5-7
CHAPTER 6 Managing configuration items 6-1
Creating a CI 6-1
Creating a computer system CI 6-2
Creating a bulk inventory CI 6-4
Creating an inventory location CI 6-5
Managing inventory 6-6

Viewing inventory locations 6-6
Relocating CIs 6-8
Reserving and using inventory 6-8
INDEX

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Contents

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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.
Best Practice and New icons

Documentation for the BMC Remedy ITSM Suite contains two icons.
Table 1 BMC Remedy ITSM Suite icons
Icon Description
The New icon identifies features or
products that are new or enhanced with
version 7.0.
The Best Practice icon highlights

processes or approaches that BMC has
identified as the most effective way to
leverage certain features in the suite.

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Preface

There have been several updates to the BMC Remedy ITSM Suite since version 6.0.
Note the change to the BMC® Remedy® Help Desk application. BMC is now offering the BMC Remedy
Service Desk solution, which contains the following applications:
• BMC Remedy Incident Management

• BMC Remedy Problem Management
BMC Atrium CMDB 2.0

BMC Atrium CMDB 2.0 is installed with Asset Management, Change Management, and Service Desk
(including Incident Management and Problem Management). It stores information about configuration
items and their relationships in an inheritance-based data model, and has the ability to reconcile data
from different sources. BMC Atrium CMDB 2.0 provides a “single source of truth” about your IT
environment, enabling other BMC applications to manage CIs, predict the impact of configuration
changes, and perform other Business Service Management (BSM) functions.
For more information, see the BMC Atrium CMDB 2.0 User’s Guide.
BMC Remedy Asset Management 7.0

The BMC Remedy Asset Management application lets IT professionals track and manage enterprise
configuration items (CIs)—and their changing relationships—throughout the entire CI life cycle. As part
of the BMC Remedy ITSM Suite, Asset Management is integrated with BMC Remedy Service Desk
*
(which contains the BMC Remedy Incident Management and BMC Remedy Problem Management
applications), BMC Remedy Change Management, and BMC Service Level Management, and offers
flexibility to support customized business processes.
For more information, see the BMC Remedy Asset Management 7.0 User’s Guide.
BMC Remedy Change Management 7.0

Using ITIL-compatible best practices, BMC Remedy Change Management provides IT organizations
with the ability to manage changes by enabling them to assess impact, risk, and resource requirements,
and then create plans and automate approval functions for implementing changes. It provides scheduling
and task assignment functionality, and reporting capabilities for reviewing performance and improving
processes. Because Change Management is integrated with BMC Atrium CMDB, Change Management
lets you relate changes to other records, such as configuration items (including services) and incidents.
For more information, see the BMC Remedy Change Management 7.0 User’s Guide.
BMC Remedy Incident Management 7.0

BMC Remedy Incident Management is used to manage incidents. Incident management is reactive, and
is typically initiated in response to a customer call or automated event. An example of an automated
event might be an alert from a monitoring system, such as BMC® Service Impact Management

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Preface
Audience
(BMC® SIM). The primary goal of the incident management process, according to ITIL standards, is
“to restore normal service operation as quickly as possible with minimum disruption to the business, thus
ensuring that the best achievable levels of availability and service are maintained.”
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.
BMC Remedy Problem Management 7.0

BMC Remedy Problem Management is used to manage problem investigations, known errors, and
solution database entries. Problem management can proactively prevent the occurrence of incidents,
errors, and additional problems. A problem investigation helps an IT organization get to the root cause
of incidents. It initiates actions that help to improve or correct the situation, preventing the incident from
recurring.
After a problem investigation identifies the cause, this information can result in either a known error or
a solution database entry. A known error is a problem that has been successfully diagnosed and for which
a temporary work-around or permanent solution has been identified. A solution database entry contains
information that might be required to provide or restore a service.
For more information, see the BMC Service Desk: Problem Management 7.0 User’s Guide.
BMC Service Level Management 7.0

BMC Service Level Management enables a service* provider, such as an IT organization, a customer
support group, or an external service provider, to formally document the needs of its customers or lines
of business using service level agreements, and provide the correct level of service to meet those needs.
Service Level Management also provides a means to review, enforce, and report on the level of service
provided. It streamlines the most important task of all, which is the communication between a service
provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge
between IT service support and IT operations. This enables costs to be controlled and helps to provide
a consistent level of service in support of a key business service.
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.

The following table lists the documentation available for the BMC Remedy ITSM Suite.

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Preface
Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on product
installation CDs, on the Customer Support website (http://supportweb.remedy.com), or both. You can order
printed documentation from SMBU-Upgrade@bmc.com.
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.
Table 2 BMC Remedy ITSM Suite documentation
Title Document provides Audience Format

ITSM Configuration Quick Start with this reference card to Administrators Print and
Start quickly install and configure PDF
applications in the ITSM suite.
BMC Remedy Action Request Concepts for using the Action Request Administrators Print and
System 7.0 Concepts System.PDF
BMC Remedy Action Request Procedures for installing the Action Administrators Print and
System 7.0 Installing Request System. PDF
BMC Atrium CMDB 2.0Hierarchical diagram of all classes in Administrators PDF

Common Data Model Diagram the CDM, including unique attributes
and applicable relationships.
BMC Atrium CMDB 2.0 Description and details of Administrators HTML

Common Data Model Help superclasses, subclasses, attributes,
and relationships for each class.
*
BMC Atrium CMDB 2.0 Executives and Print andInformation about CMDB
Concepts and Best Practices concepts
Guide and best practices for planning youradministrators PDF
BMC Atrium CMDB implementation.
BMC Atrium CMDB 2.0 Administrators PDFInformation about
Developer’s Reference Guide creating API
andprograms, C and Web Services API
functions and data structures, and a list programmers
of error messages.
BMC Atrium CMDB 2.0 Help Help for using and configuring BMC Users and Product
Atrium CMDB. administrators Help
BMC Atrium CMDB 2.0Information about installing and Administrators Print and
Installation and Configuration configuring BMC Atrium CMDB, PDF
Guideincluding permissions, class
definitions, reconciliation, and
federation.
BMC Atrium CMDB 2.0 Information about Java classes, Programmers HTML
Javadoc API Help methods, and variables that integrate
with BMC Atrium CMDB.
BMC Atrium CMDB 2.0 Combined index of all books. Everyone Print and
Master Index PDF
BMC Atrium CMDB 2.0 Information about new features and Everyone Print and
Release Notes known issues. PDF

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Preface
Table 2 BMC Remedy ITSM Suite documentation (continued)

BMC Atrium CMDB 2.0 User’s Information about using BMC Atrium Users Print and
GuideCMDB, including searching for CIs PDF
and relationships, launching federated
data, reporting, and running
reconciliation jobs.
BMC Remedy 7.0 Approval Topics on installation and Users and Print and
Server Guide for Users and configuration of the Approval Server, administrators PDF
Administrators how to use the Approval Server, and
understanding the approval workflow.
BMC Remedy IT Service Procedures for configuring the BMC Administrators Print and
Management 7.0 Remedy IT Service Management PDF
Configuration Guide applications.
BMC Remedy IT Service Administrators Print andProcedures for installing the

Management 7.0 Installation BMC
Guide PDFRemedy IT Service Management
applications and solutions: BMC
Remedy Service Desk solution (BMC
Remedy Incident Management and
BMC Remedy Problem Management),
BMC Remedy Change Management,
and BMC Remedy Asset Management.
BMC Remedy Asset Help for using BMC Remedy Asset Everyone Product
Management 7.0 Help Management. Help
BMC Remedy Asset

*
Information about known issues in Everyone Print and
Management 7.0 Release each release of BMC Remedy Asset PDF
Notes Management. Also provides a list of
new features included with the
application.
BMC Remedy AssetProcedures for using the BMC Remedy Everyone Print and
Management 7.0 User’s Guide Asset Management application; PDF
includes new features and overview.
BMC Remedy Change Help for using BMC Remedy Change Everyone Product
Management 7.0 Help Management. Help
BMC Remedy Change EveryoneInformation about Print and

Management 7.0 Release known issues in PDF
Notes each release of BMC Remedy Change
Management. Also provides a list of
application.
BMC Remedy ChangeProcedures for using the BMC Remedy Everyone Print and
Management 7.0 User’s Guide Change Management application; PDF

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Preface

EveryoneBMC Remedy Service Desk 7.0Print and
Information about known issues in PDF
Release Noteseach release of BMC Remedy Service
Desk: Incident Management and BMC
Remedy Service Desk: Problem
Management. Also provides a list of
application.
BMC Remedy Service Desk:Help for using BMC Remedy Incident Everyone Product
Incident Management 7.0 Help Management. Help
BMC Remedy Service Desk: Procedures for using the BMC Remedy Everyone Print and
Incident Management 7.0 Service Desk: Incident Management PDF
User’s Guide application; includes new features and
overview.
BMC Remedy Service Desk:Help for using BMC Remedy Problem Everyone Product
Problem Management 7.0 Help Management. Help
BMC Remedy Service Desk: Procedures for using the BMC Remedy Everyone Print and
Problem Management 7.0 Service Desk: Problem Management PDF
User’s Guide application; includes new features and
overview.
BMC Service Level Procedures for configuring the BMC Administrators Print and
Management 7.0 Service Level Management PDF
Configuration Guide application.
*
BMC Service Level Help for configuring the BMC Service Administrators Product
Management 7.0 Level Management application.Help
Configuration Help
BMC Service Level Procedures for installing the BMC Administrators Print and
Management 7.0 Installation Service Level Management PDF
Guide application.
BMC Service Level Information about known issues in Everyone PDF

Management 7.0 Release each release of BMC Service Level
Notes Management. Also provides a list of
application.
BMC Service Level Help for using the BMC Service Level Everyone Product
Management 7.0 User Help Management application. Help

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Preface

BMC Service LevelProcedures for using the BMC Service Everyone Print and
Management 7.0 User’s Guide Level Management application; PDF
BMC Remedy 7.0 Task Procedures to configure Task Administrators Print and
Management Administrator’s Management. PDF
Guide
This guide also includes steps to
configure seamless authentication
between BMC Remedy Change
Management and the other components
of BMC Remedy Change and
Configuration Management (CCM).

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Preface

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CHAPTER 1
Introducing BMC Remedy Incident Management
7.0
The Service Desk: Incident Management application is used to manage incidents. Incident management
is reactive, and is typically initiated in response to a customer call. The primary goal of the incident
management process, according to ITIL standards, is “to restore normal service operation as quickly as
possible with minimum disruption to the business, thus ensuring that the best achievable levels of
availability and service are maintained.”
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 the service target.
The following topics are provided:

• “Installing and configuring Incident Management”
• “What’s new in Incident Management 7.0”
• “Incident Management user roles”
• “Process flow and the life cycle of an incident request”
Installing and configuring Incident Management

Your administrator installs and configures Incident Management. For details, see:
• BMC Remedy IT Service Management 7.0 Installation Guide

• BMC Remedy IT Service Management 7.0 Configuration Guide
What’s new in Incident Management 7.0

The new features in this release of Incident Management include:
• Improved ITIL conformance—A new process flow tool helps you follow ITIL processes for
incident management.
• Enhanced user interface—The user interface is now more consistent with other BMC applications.
To help speed use of the application, forms and dialog boxes have been streamlined, and Quick
Action accelerators have been added.

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Chapter 1 Introducing BMC Remedy Incident Management 7.0
• Role-based consoles—Support staff, managers, and requesters have separate consoles. The
Requester console provides customer access.
• Permission model—Permissions and functional roles have been enhanced to provide greater
flexibility in setting up user access. For details, see the BMC Remedy IT Service Management 7.0
Configuration Guide.
• Task management—You can assign tasks to one or more people without changing the incident
assignment. For previous users of Incident Management, this replaces the work log action feature.
Now you can assign and view tasks without going into the work log.
• Direct view into CMDB—This allows you to manage configuration items (CIs) from Incident
Management.
• Cost tracking—The cost for each incident can be tracked as the incident moves between support
groups for diagnosis, resolution, and closure, based on either flat-rate or time-based costs.
• Reporting—Incident Management now includes the reports described in the following table.
•
Table 1-1 Incident Management reports
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 This bar chart displays the number of resolved and closed
Volume by Assignee incidents for each assignee.
Change induced incidents This report lists incidents that were caused by changes.
This report is available only if Change Management is
installed.
• Service Level Management—If Service Level Management is installed, the Incident form displays
the status of service targets.
• Enhanced audit log—You can now filter the audit log, for example, to see only date field audit
records or assignment changes.
• Terminology changes—You can find terminology changes in the following table.
Table 1-2 Key terminology changes in Incident Management
Previous term New term

Associate Relate
Associations Relationships
Automatic Routing Auto Assign
Delete Remove—This change applies only to
the Relationship and Financial tabs, to
clarify the action being performed.

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Table 1-2 Key terminology changes in Incident Management (continued)
Previous term New term

Service Categorization Operational Categorization
Work Log Work Info
Work Log Action Task
What’s new for Help Desk users?

This release replaces BMC® Remedy® Help Desk with Incident Management and Problem
Management. New Incident Management features for former 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.
• Scripts—These are detailed instructions that an administrator or manager sets up to help users
record important information about an incident. Scripts can be used when recording or assigning an
incident.
• Incident templates—These can be used to populate incident records with standard information that
is entered on a regular basis. A template can also set a relationship to a configuration item (CI). An
administrator can create templates for commonly occurring incidents, as described in the BMC
Remedy IT Service Management 7.0 Configuration Guide.
• Prioritization—Incident priority is now determined by impact and urgency. This can be configured
by an administrator, as described in the BMC Remedy IT Service Management 7.0 Configuration
Guide.
• Terminology changes—You can find a terminology change in the following table.

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Incident Management user roles
Table 1-3 Key terminology change between Help Desk and Incident
Management
Help Desk term Incident Management term

Bulletin Board Broadcast
Incident Management user roles

Incident Management provides functionality for IT users with the requester role, for support staff, and
for managers.
The permission model in Incident Management has had several updates since version 6.0. To define
permissions and functional roles, review the permissions and functional roles sections in the BMC
Remedy IT Service Management 7.0 Configuration Guide.
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.
The Requester console provides access based on the following permissions:
• Request Console Master—This user is responsible for configuring the Requester console. The
request console master can view all the requests submitted by other users. This user is more of an
administrator than a support user.
• Registered User—This user has a record in the People form, and the user’s login information is in
the Login/Access Details tab of the People form.
• Guest User—All other users are considered to be guest users even if a user has a record in the
People form. If a user’s login information does not exist in the user record, then the user is
considered a guest user. Guest users cannot create change requests.
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.

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• 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.
Support can also participate in the problem management process, as described in the BMC Remedy
Service Desk: Problem Management 7.0 User’s Guide. They can also participate in the change
management process, as described in the BMC Remedy Change Management 7.0 User’s Guide.
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.
腠‫׀‬
• 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.

The Process Flow Status area displays the process flow of the incident request within the Incident form.
A diagram shows the five stages of an incident request, as indicated by best practices, rooted in ITIL
processes. The current stage of the incident is highlighted. The status of the incident is indicated by both
color and text.

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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
腠‫׀‬

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Figure 1-3 Example of form displayed by Process Flow Status wizard
Table 1-4 The five stages of an incident request
Incident stage Description Tasks

Identification and This stage initiates the incident management Next stage
recording process. The purpose of this stage is to
accurately record and recognize disruptions to • Enter pending (or resume)
services provided by IT to its customers. For • Select template
腠‫׀‬
details, see the “Recording a new incident”
section on page 4-5.
Investigation and In this stage, you can search existing Next stage
diagnosis information to identify a possible solution. If
the incident cannot be resolved or a root cause • Generate problem
analysis is required, you can escalate the • Generate change
incident to problem management. For details,
see the “Investigating and diagnosing an • Relate CI
incident” section on page 4-34.
• Enter pending (or resume)
Note Generate change is

available only as a task
if Change
Management is
installed.
Resolution and In this stage, you resolve and recover from the Next stage
recovery service disruption to enable the customer to
• Generate problem
resume work. For details, see the “Resolving an
• Generate changeincident” section on page
4-44. • Enter pending (or resume)

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Table 1-4 The five stages of an incident request (continued)
Incident stage Description Tasks

Incident closure In this stage, you make sure that the incident has • Reopen
successfully restored the service to the customer
and that the customer is satisfied with the • Close
outcome. For details, see the “Closing an
incident” section on page 4-49.
Closed In this stage the incident is closed. No further None

activities are performed on the incident.
腠‫׀‬

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CHAPTER 2
Using functions common to all ITSM applications
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.

• “Opening the main application console”
• “Working with the Overview console”
• “Working with records”
• “Working with relationships”
• “Adding work information”
• “Creating reminders”
• “Sending pages and email messages”
腠‫׀‬
• “Working with reports”
Opening the main application console

You start an ITSM application by opening its main console. How you do this depends on whether you
want to view the console through the BMC® Remedy® User client or through a browser. See the
following instructions for information about opening the main console.
Using BMC Remedy User client to open a main console

This section describes how to open an application’s main console from the IT Home page, by way of
BMC Remedy User.
To open the application’s main console from the BMC Remedy User tool
Step 1 Choose Start > Programs > Action Request System > BMC Remedy User. The Login dialog box
appears.

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Chapter 2 Using functions common to all ITSM applications
Figure 2-1 Login dialog box
Step 2 Perform the following steps:

a. In the User Name field, type your user name.
b. In the Password field, enter your password.
c. In the Preference Server field, specify the server name if your administrator set up a preference
server for centralized user preferences.
For example, if you have a report server from which you can access predefined reports, you specify it
here.
㓐@
Step 3 Click OK to log in. The Home Page form opens automatically. If it does not, perform the following steps
in BMC Remedy User:
a. Choose Tools > Options.

b. In the Options dialog box, click the Home Page tab.

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Figure 2-2 Home Page tab on the Options dialog box
c. Select the check box to open the home page automatically.

Step 4 When the IT Home page opens, click the Incident Management Console link from the navigation pane.

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Figure 2-3 IT Home page
Navigation pane
Incident
Management
Console link
Using a browser to open a main console

This section describes how to open the Incident Management console from a browser.
腠‫׀‬
To open a main console from a browser
Step 1 Type the following URL in to your browser’s address bar:

http://<web_server>:<port>/arsys/apps/<arsystem_server>/Home Page
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.
For a list of supported browsers, see the compatibility matrix at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/CompatibilityMatrix/index.jsp
Step 2 Enter your user name and password, then click Login.
Step 3 When the IT Home page opens, click the Incident Management Console link in the navigation pane.
Step 4 For an illustration of the IT Home page, see Figure 2-3 on page 4.

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Working with the Overview console

The Overview console is the primary interface for support staff. It provides quick access to the
information you need and to the procedures that you perform most often.
This section discusses how to use the Overview console.
Figure 2-4 BMC Remedy IT Service Management Overview console
─΋
Opening the Overview console

The BMC Remedy IT Service Management Overview console provides quick access to commonly
performed functions.
To open the Overview console from your desktop
Step 1 Open BMC Remedy User as described in the “Using BMC Remedy User client to open a main console”
Step 2 On the Home Page form, under the Remedy Foundation Elements heading, click the Overview
Console link. The Overview console appears.
To open the Overview console from a browser
Step 1 Launch your browser as described in the “Using a browser to open a main console” section on page 2-4.
Step 2 On the Home Page form, under the Remedy Foundation Elements heading, click the Overview
Console link. The Overview console appears.

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Using the Assigned Work table

The Assigned Work table lists different types of records. The types of records that you can select depend
on the BMC Remedy applications that are installed.
Each type of record is identified by a specific prefix:

• CHG—Identifies change requests. BMC Remedy Change Management must be installed for you to
be able to create and view change requests.
• SDB—Identifies solution database entries. BMC Remedy Problem Management must be installed
for you to be able to create and view solution entries.
• TAS—Identifies tasks. Tasks can be attached to incidents, problem investigations, or change

requests.
• INC—Identifies incidents. BMC Remedy Incident Management must be installed for you to be able
to create and view incidents.
• PBI—Identifies problems. BMC Remedy Problem Management must be installed for you to be able
to create and view problems.
• PKE—Identifies known errors. BMC Remedy Problem Management must be installed for you to be
able to create and view known errors.
• PR—Identifies purchase requisitions. BMC Remedy Asset Management must be installed for you
to be able to create and view purchase requisitions.
You can also change the table’s contents by using the Company filter and Console View fields at the top
left corner of the console:
• Company—Shows records associated with a particular company (useful in a multi-tenancy

environment).
─΋
• Personal—Shows all the records that are assigned to you.
• Selected Groups—The options below this heading apply to records that are assigned to your
support groups. When you select an option for selected groups, you are prompted to select from all
support groups for which you are a member.
– Show All—Shows all records for the groups you select.
– Show Unassigned—Shows all the records that are unassigned to an individual, but which are
assigned to the groups you select.
• All My Groups—Shows all the records that are assigned to all support groups that you belong to.
If you belong to more than one support group, the records for all those groups appear.
– Show All—Shows all records.
– Show Unassigned—Shows all the records that are unassigned.
In the Windows environment, if there are more records than the application can show in the table, you
can see the next grouping of entries by placing the pointer in the table and right-clicking, then clicking
either Next or Prev. When using a browser, use the arrow keys at the top corner of the table.
You can create new records by clicking the Create button that appears below the table.
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.

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To create records
Step 1 From the Overview console, click Create. The Select Request Type dialog box appears.
Figure 2-5 Select Request Type dialog box
Step 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.
Step 3 Click Select. The New form of the application appropriate to the type of record you are creating appears.
Step 4 Enter all the required information to create the request.
For details on creating a new incident, see the “Recording a new incident” section on page 4-5. For more
information about creating other types of records, see the related application’s user guide.
─΋
Searching for records

From the Overview console, you can search for records from the various ITSM applications installed on
your system. The types of records you can search for depend on the applications you have installed.
To search for records
Step 1 From the Overview console, click Search. The Select Request Type dialog box appears.
Step 2 From the Request Type list, select the type of record for which you want to search.
Note The request types available depend on which ITSM applications are installed on your system.
Step 3 Click Select. A search dialog box appropriate to the type of record for which you are searching appears.
Step 4 Enter search criteria as needed to search for the record.
For more information about searching for records, see the “Searching for records” section on page 2-10.

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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.
Viewing and creating broadcast messages

Use the Broadcast feature, on the lower portion of the console, to view and create messages that can be
viewed by the entire organization or by users in the support, approver, management, and administrator
groups. For information about using Broadcasts, see the “Broadcasting messages” section on page 2-22.
Using the navigation pane

The pane on the left side of the console is the navigation pane.
Changing the console view

The links under Console View help you filter records that appear in the Assigned Work table. For more
information about using the Console View functions, see the “Using the Assigned Work table” section
on page 2-6.
Using console functions

忠ׂ◌
The following links are under the Console Functions heading:
• Select Status Values—Lets you see only those records in a certain state, which you specify from
the Select Status Values dialog box. See the “Selecting status values” section on page 2-9.
• My Profile—Lets you set your profile. See the “Viewing your profile” section on page 2-9.
• Application Preferences—Lets you set your application preferences and options. This function is
also available from the Incident Management console, as described in the “Setting application
preferences” section on page 4-3.
Opening other applications

Use the Other Applications links to open other, available ITSM applications. The links that appear under
the Other Applications heading are determined by the applications that are installed on your system:
• Incident Management—Opens the Incident Management application.

• Change Management—Opens the Change Management application.
• Problem Management—Opens the Problem Management application.
• Asset Management—Opens the Asset Management application.
• Approval—Allows you to view all requests pending approval.
• CMDB—Opens the BMC Atrium CMDB Class Manager console.
• SLM—Opens the Service Level Management application.

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Selecting status values

You can use the Select Status Values dialog box to filter the requests that appear in the Overview console
based on their status.
To select status values
Step 1 From the navigation pane in the Overview console, choose Console Functions > Select Status Values.
The Select Status Values dialog box appears.
Step 2 Select the status values for each category from the lists, then click OK. The dialog box closes.
Step 3 If the Assigned Work table does not refresh with the filtered records, click Refresh to reload the table’s
contents.
Viewing your profile

You can view and modify your personal profile. When you click My Profile, the People (Search) form
appears. In this form, you can:
• Update company information such as organization, business, and home address, and so on.
• View permissions.
For detailed information about the People form, see the BMC Remedy IT Service Management 7.0
To modify your profile

攐ׂ◌
Step 1 From the navigation pane, choose Console Functions > My Profile. The People form appears.
Step 2 Update the information at the top of the form, or click the tab corresponding to the area in which you
want to change the profile information. Make your changes by selecting from the various lists that are
available.
Step 3 When you finish making the changes, click Save.
Using quick actions

The Overview console lets you perform certain quick actions. From the Quick Actions list, select the
appropriate action, then click Execute.
• Print—Lets you select records and print their contents. See the “Printing records” section on
page 2-12.
• Home Page—Opens the Home Page.

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Working with records
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.

This section discusses some of the common functions related to record handling.
Searching for records

Two types of searches are available from the Incident Management console. One type of search looks
only through records that are in some way associated with you through your login ID or group ID (for
example, records created by you, assigned to you or to your support group, and so on) and that meet your
specific search criteria. You execute this type of search from the Search area near the top of the console.
For a description of how to run this type of search, see the “Searching your records” section on
page 2-10.
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
the “Viewing your profile” section on page 2-9. 퇐‫׃‬
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 the “Searching all records” section on page 2-12.
Searching your records

The following procedure describes how to search the application for records associated with you or your
group and that meet your specific search criteria. Use this type of search when you are looking for a
record that you know is associated with your ID or with your group’s ID.
To search records assigned to your groups
Step 1 From the console Search area, select your search criteria from the various selection boxes.

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Figure 2-6 Search Criteria area
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
the “Using the Advanced Search feature” section on page 2-11.
Step 2 Click Search. The Assigned Work table updates with the results of your search.
Step 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.
To use the Advanced Search feature
Step 1 From the Incident Management console, click Advanced Search. The Advanced Qualification
Builder dialog box appears.
Figure 2-7 Advanced Qualification Builder dialog box
Step 2 From the Keywords or Fields selection boxes, select the keywords or record fields on which you want
to search.

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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”
Step 3 Click Select. The dialog box closes and you return to the main console.
Step 4 Click Search. The search results table updates with the results of your search.
Searching all records

The following procedure describes how to search all incidents. Use this type of search when you are
looking for an incident that is not associated with your ID or your group’s ID, or anytime you need to
search all incidents.
To search all records
Step 1 From the navigation pane in the Incident Management console, choose General Functions > Search
Incident. A form appears that allows you to perform the search.
The form is laid out in a similar way to the Incident form, and contains the same tabs and fields. You can
use any of the tabs and fields in the form to specify your search criteria.
Step 2 Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much information into the form as you can.
Step 3 When you finish entering your search criteria, click Search.
껠΋
When the search finishes, the search results table lists all of the records that match the search criteria.
Step 4 Scroll through the table to find the specific record you want.
Step 5 When you find the record, open it in the Incident form by double-clicking it in the search results table.
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.

To print a record
Step 1 From the navigation pane in the Incident Management console, choose General Functions > Search
Incident.
Step 2 Select the record you want to print.
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.

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Working with relationships
Step 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.
Step 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.
Step 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.
To modify a record
Step 1 From the Incident Management console, open the record that you want to modify.
Step 2 Click the tab that contains the information you want to update.
Step 3 Make the appropriate changes.
Step 4 Click Save.

By defining and maintaining relationships among records, you can create a more sophisticated overview
of the connections and interdependencies among the current record and other service issues being
tracked by the application.
An incident can be related to any of the following record types:

• Configuration item
• Another incident
• Solution database entry
• Known error
• Problem investigation
If you have Asset Management and Change Management, an incident can also be related to the following
record types:
• CI unavailability
• Infrastructure change
Defining relationships
Use the following procedure to define a relationship.

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To define a relationship
Step 1 From the Incident Management console, open the incident from which you want to define a
relationship.
Step 2 Click the Relationships tab.
Figure 2-8 Relationships tab
Step 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.
Step 4 Click Search. A dialog box appears that allows you to perform a search.
꼰΋
Figure 2-9 Example of Completed Relationship Search
Note The content of the dialog box depends on the type of record you chose in the Request Type list.
Step 5 Complete the search criteria tabs with the relevant information, then click Search.

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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.

Step 6 From the search results table, select the configuration item with which you want to create the
relationship.
Step 7 From the Relationship Type list at the bottom of the search dialog box, select the type of relationship
you want to create.
Step 8 Click Relate. An information message dialog box appears, displaying a confirmation message.
Step 9 Click OK to dismiss the dialog box.
Step 10 Click Close to close the search dialog box.
Step 11 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.
Step 12 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.
An administrator can disable Current Events functionality in the Configure Incident Rules form. See the
BMC Remedy IT Service Management 7.0 Configuration Guide for information about how to do this.

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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 You cannot use this procedure to copy related CIs.
To copy relationships
Step 1 From the Incident Management console, open an incident.

Step 3 From the Relationships table, select a record related to the current incident.
Step 4 From the Quick Actions list, select Get Related Relationships, then click Execute.
The Copy Related Relationships dialog box appears. This dialog box contains a table of all other
records related to the record you selected in step 3.
Step 5 From the table of related records, select the other record that you want to relate to the current record.
Note To see the details of the other record, select it, then click View. A form appears with detailed information
꾀΋
about the selected record. Use this feature to help you determine whether you want to relate the other
record to the current record.
Step 6 Click inside the Relationship Type field. A list of relationship types appears.
Note The contents of the Relationship Type list depends on the type of record you are trying to create the
relationship with.
Step 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.
Step 8 Close the Copy Related Relationships form. The newly created relationship appears in the
Relationships table.
Indicating impacted areas

The Impacted Areas dialog box gives you a place to show the region, site, location, and so on, that are
affected by the content of the record. Use the following procedure to indicate the impacted areas.

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To indicate an impacted area
Step 1 From the Incident Management console, open the incident for which you want to indicate an impacted
area.
Step 2 In the navigation pane, choose Advanced Functions > Impacted Areas. The Impacted Areas dialog
box appears.
Figure 2-10 Impacted Areas dialog box
Step 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.
Note Required fields are marked with an asterisk.
Step 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.
Step 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.
To modify a relationship
Step 1 From the Incident Management console, open the incident that has the relationship you want to modify.
Step 3 From the Relationships table, select the relationship you want to modify.
Step 4 From the Quick Actions list, select Modify Relationship Type, then click Execute. The Modify
Relationship dialog box appears.

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Figure 2-11 Modify Relationship dialog box
Step 5 Enter the new relationship details according to the on-screen instructions.
Step 6 Click Save to save your changes.
Performing quick actions on a relationship

You can perform many other actions on a relationship. For a list of these actions, see Table 2-1 and
Table 2-2.
To perform a quick action 꿐΋

Step 3 From the Relationships table, select the relationship entry for which you want to perform the action.
Step 4 From the Quick Actions list, select the action you want to perform, such as Get Impacted Areas.
The following table lists available quick actions for any related item.
Table 2-1 Effects of general relationship actions
Relationship action Effect

Get Related Relationships Copies the relationships of the selected record to the current
incident’s relationships.
Modify Relationship Type Prompts you to modify the relationship type, as described in the
“Modifying relationships” on page 17.
Additional quick actions are available when you select a related configuration item, as indicated in the
following table.

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Adding work information
Table 2-2 Effects of relationship actions for related CIs
Relationship action Effect

CI Relationship Viewer Opens a graphical relationship viewer that shows a selected CI’s
relationship with other records.
Create New CI Unavailability If Asset Management is installed, you can create CI

unavailability for the selected CI.
Get CI Impact/Urgency Copies the impact and urgency of the selected CI.
Get CI Product Categorization Copies the product categorization from the selected CI to the
classification of the current incident.
Get CI Resolution Product Cat. Copies the product categorization from the selected CI to the
resolution of the current incident.
Get Impacted Areas If Asset Management is installed, prompts you to select

impacted areas, as defined in the selected CI, into the current
incident’s impacted areas.
Step 5 Click Execute.
Removing relationships
Use the following procedure to remove a relationship.
To remove a relationship
Step 1 From the Incident Management console, open the incident that contains the relationship you want to
remove.

Step 3 In the Relationships table, select the relationship you want to remove.
Step 4 Click Remove. Click Yes when the application prompts you to confirm the removal. The application
refreshes the Relationships tab.

Work Info is a new feature that replaces the Notes and Notes log fields from ITSM 6.0. You access this
feature from the Work Info tab of the current record.
Use this feature to add work information regarding activities performed on the current record. For
example, you might want to add work information about the following activities:
• General Information—Notes about the record; for example, you might want to add a note that a
particular CI was deployed, and include the date.
• Vendor communication—Notes about communication with a vendor, such as a bulletin received

from a vendor.

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These are just some of the options available from the Work Info Type list on the Work Info tab.
To add work information
Step 1 From the Incident Management console, open the incident that you want to add the work information
to.
Step 2 Click the Work Info tab.
Figure 2-12 Work Info tab
Step 3 From the Work Info Type list, select the type of work information you want to add.
Step 4 From the Source list, select the source of this information.
Information sources can include, for example, email, phone, or the Web.
뀠΋
Step 5 Enter the details of your work information record in the Summary and Details fields.
Step 6 To add an attachment to the record, right-click in the attachment table, and select Add from the menu
that appears.
Step 7 From the Locked list, select Yes or No to lock the log.
Note If you select Yes, you cannot modify the work log after you save it.
Step 8 From the View Access list, select Internal or Public.

• Internal—If you want users within your organization to see the entry.
• Public—If you want everyone with access to the application to see the entry, including requesters
from the Requester console.
Step 9 Click Save.

Step 10 To see a report of selected work information entries, select one or more entries, and click Report.

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Creating reminders
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.
To create a reminder
Step 1 To open the Reminders dialog box, perform either of the following steps:
a. From the navigation pane in the Incident Management console, choose General Functions >
Reminders.
b. From the navigation pane in the Incident form, choose Functions > Reminders.
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.
Step 2 Click the Create Reminder tab. 뜰΋
Figure 2-13 Completed Create Reminder tab
Note If you are creating the reminder from the main console, skip the next step.
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.

CTA-1 2-21
Broadcasting messages
Step 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.
Step 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.
Step 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.
Step 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.
Step 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.
Step 9 Click Save. A confirmation message appears.

Step 10 Click Close to close the Reminders dialog box. The reminder is sent at the time you specified.
This feature lets you send messages to your entire ΋
빰organization, 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 broadcast messages

This section describes how to create a broadcast message using the
New/Modify dialog box. To create a broadcast, you must have the functional role of Broadcast
Submitter. See the BMC Remedy IT Service Management 7.0 Configuration Guide for details.
To create a broadcast message
Step 1 You can open the New/Modify Broadcast dialog box from two locations, as follows:
a. From the Incident Management console, click Create, which appears below the Broadcast table.
If you create a broadcast from the main console, it is not related to a specific record.
b. From the current record, in the navigation pane, choose Functions > Broadcast Incident. If you
create a broadcast from an incident, a relationship is created between the broadcast and the incident.

2-22 CTA-1
Figure 2-14 Completed New/Modify Broadcasts form
Step 2 Enter information in the required fields. Required fields appear in bold on the Broadcast Details tab.
• Company—Select the company to which this broadcast pertains. Only users with access to this
company will see the broadcast. If you select Global from the Company list, the broadcast is sent
to everyone.
The Company field is mandatory. If you complete the other location fields, however, you can indicate a
very specific part of the company. For example, you can specify the site, organization, or department.
• Subject—A short description of what the broadcast is about.

• Broadcast Message—The text of your message.
• Broadcast Type—Select a broadcast type from the list.
• Broadcast Start Date and Broadcast End Date—To start the broadcast now, click in the Broadcast
Start Date field, and press ENTER. To select a date from the calendar, click the Browse button next
to the field, then use the calendar that appears to select the date on which the broadcast is to start
and the date on which you want it to end. You can also specify times of the day using the Time
feature at the bottom of the calendar.
• Broadcast Originated From—This field is completed by the system. The contents depend on
where you are creating the broadcast. If you broadcast from an incident, this is set to Incident.
• Broadcast Originated From ID—This field is populated by the system, but only when you create
a broadcast from within a record. If you create a broadcast from the main console, the field appears
disabled.
• View Access—Select Internal if you want the broadcast visible only to members of your
organization. Select Public if you also want the broadcast visible from the Requester console.
• Notify—Select Yes if you want a broadcast notification automatically sent to an individual or group.
If you select Yes, an Email button and the Notify Support area appears.
– Use the Manual Email button to manually send an email about the broadcast to a person or
group. When the Email System form appears, enter the recipient’s email address in the Internet
Email field, then click Send Email Now.

CTA-1 2-23
– Use the Notify Support area to indicate the group you want to notify of the broadcast. You must
complete all three fields, Support Company, Support Organization, and Support Group.
The notification is sent at the time and on the date specified in the Broadcast Start Date field.
• Priority—Select a priority level for the broadcast. The choices are Low, Medium, and High.
Step 3 To add an attachment to the broadcast message, right-click inside the table and choose Add from the
menu that appears. The Add Attachment dialog box appears. Use this to indicate the file you want to
attach. Click Open to attach the indicated file. You are limited to one attachment for each broadcast.
Step 4 If you want members of another group to be able to modify the message, perform the following steps:
a. Click the Authoring Groups tab.
b. Click Manage Authoring Groups. The Authoring Group dialog box appears.
c. Indicate the group that you want to have authoring rights by selecting from the menus. Click Add
when you are finished.
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.
Step 5 Click Save to save the broadcast message and close the dialog box.
Viewing broadcasts
렠΋ While viewing broadcasts, you can modify the
This section describes how to view broadcast messages.
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.
To view broadcasts
Step 1 You can view broadcast messages from two locations, as follows:
• From the Incident Management console, select the message you want to view from the Broadcast
table, then click View.
• From the current record, in the navigation pane, choose Quick Links > View Broadcasts. The View
Broadcasts dialog box appears. Select the message you want to view from the broadcast messages
table; the Broadcast Details tab displays the details of the selected broadcast.
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 the “Limiting the number of messages” section on page 2-25.
Step 2 To view another message, perform either of the following steps:

2-24 CTA-1
Sending pages and email messages
• 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 or modifying a broadcast message

To create or modify a broadcast message from the View Broadcasts dialog box, click either Create or
Modify. Both actions open the New/Modify Broadcast dialog box.
• If you are creating a new message, follow the instructions provided in the “Creating broadcast
messages” section on page 2-22.
• If you are modifying the message, edit the fields according to the changes you want to make. Click
Save when you finish making your changes.
Limiting the number of messages

When viewing broadcast messages from the current record, you can limit the number of messages that
appear in the Broadcast table by opening the Broadcast Search Criteria tab and defining a set of criteria
that filters out messages that do not match.
To limit the number of messages

뿐΋
Step 2 Click the Broadcast Search Criteria tab.
This tab contains search fields where you can specify criteria to reduce the number of broadcast
messages displayed in the table.
Step 3 Complete the fields in the tab.

To return the smallest number of broadcast messages, complete as many of the fields as possible.
Step 4 When you finish specifying the search criteria, click Search.

Incident Management gives you two methods of sending messages to either individuals or organizations:
• Pages
• Email
This section describes how to send both types of messages manually.
Note Notification messages to individuals, based on incident assignments and other events, can be sent by the
application as pages or emails. For information about configuring notification to be sent as pager or
email messages, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

CTA-1 2-25
Paging a person or on-call group

You can page individuals or the on-call member of a group about the current record using the Incident
Management Paging System feature.
To page a person or an on-call group
Step 1 From the Incident Management console, open the incident from which you want to send the page.
Step 2 In the navigation pane, choose Functions > Paging System. The Paging System dialog box appears.
Figure 2-15 Paging System dialog box
Step 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.
Step 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.
Step 5 Complete the fields in the Paging Information area, as follows, then click Send Page Now.
• Pager Service Provider—Select the recipient’s pager service provider from the list.

2-26 CTA-1
If you are sending a page to a person, you can find this information by selecting the person’s name from
the search results list, then clicking View (as described in step 4). When the People form appears, click
the Notifications tab and look for the Pager Service Provider field.
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.
• Pager Type—The application populates this field automatically, using information about the
recipient already in the application.
• Pager Number—The application auto-populates this field with the pager’s telephone number, when
possible. If the pager number is unavailable to the application, you must enter the pager number
manually. See Manual Pager Number.
• Pager Email—If the pager has an email address, type it here. If you are sending the page to a person,
this information is available on the Notifications tab, as described previously.
• Manual Pager Number—If the pager’s telephone number is not available automatically from the
paging system, type the pager’s telephone number here.
• Alphanumeric Pager Message or Numeric Pager Message—Type your message in this field. Be
aware that only one of these fields is enabled, depending on the type of pager the recipient carries.
Sending email
ㄐ΋
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.
To send an email message
Step 1 From the Incident Management console, open the incident from which you want to send an email
message.
Step 2 In the navigation pane, choose Functions > Email System. The Email System dialog box appears.

CTA-1 2-27
Figure 2-16 Completed Email System dialog box
Step 3 Indicate the recipient by selecting one of the following options:

• Current Contact—When you open the Email System form, if there is a current contact assigned
to the record, the contact’s name with contact information appears in the table and is the default
recipient.
• Current Assignee—To select the current assignee, click Select Current Assignee. The current
assignee’s name with contact information appears in the table.
Step 4 To select another recipient, perform the following steps:

a. Complete the fields in the People Search Criteria area.
b. Click Search.
c. When the search finishes, select the recipient’s name in the search results table.
If you need help determining the correct name in the list, you can see more information about an
individual by selecting their name from the list, then clicking View. This opens the People form, which
contains detailed information about the recipient.
Step 5 Complete the email information fields. See the list that follows for a description of the fields.
• Internet Email—This displays the recipient’s email address.
• When you select the email recipient, as described in steps 3 and 4, the internet email address updates
from the people record.
• Email Subject Line—By default, the subject line contains the incident ID number, to which you
can append text or over-type.
• Email Message Body—You type the message text here. A series of buttons, to the right of the Email
Message Body field, lets you automatically insert text from the record into the message text; these
buttons let you insert the following values:
– Status

2-28 CTA-1
Working with reports
– Summary
– Details
– Resolution
Note If one or more of these buttons appear disabled, it means the corresponding field in the record contains
no information.
• 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.
Step 6 Click Send Email Now.

Incident Management provides a variety of predefined reports to give you quick and easy access to
information the application. You use the Report console to generate these reports. If the predefined
reports return more information than you need, you can manage the scope of the report using
qualifications. For information about using qualifications, see the “Using qualifications to generate a
report” section on page 2-31.
䆐΋
Note If you use Crystal Reports software to modify the prepared reports supplied with Incident Management,
Customer Support can provide only limited assistance if you have a reporting problem. In addition, there
is no guarantee that problems resulting from these modifications can be solved. The standard reports
included with Incident Management are designed to be used without modification.
Generating a report
Use this procedure to generate a standard report without using qualifications (for information about
generating reports with qualifications, see the “Using qualifications to generate a report” section on
page 2-31).
To generate a report
Step 1 From the navigation pane in the Incident Management console, choose General Functions > Reports.
The Report console appears.

CTA-1 2-29
Figure 2-17 Report console
Step 2 From the Report Name list, select the report you want to generate.
Table 2-3
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
䨐΋ incidents for each assignee.
Resolved and Closed Incident Volume by This bar chart displays the number of resolved
Assignee 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.
This report is available only if Change

Management is installed.
Step 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.
Step 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.
Step 5 Click Run Report.

2-30 CTA-1
Using qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria used by the report engine
to generate the report content. You can tell the report to search only certain specified fields for particular
values, or build advanced qualifications using field names, keywords, and operators. By saving the
qualifications, you can rerun the qualified report without having to re-specify the qualifications.
The following procedure describes how to create basic report qualifications from the Define Report
Qualification area of the Report console. To create a report using advanced qualifications, see the “Using
advanced qualifications to generate a report” section on page 2-32.
To use qualifications to generate a report
Figure 2-18 Report console
΋◌ׄ
Step 2 From the Report Name list, select the name of the report you want to generate.
Step 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.
Step 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 the
“Generating a report using saved qualifications” section on page 2-33.
Step 5 In the Qualification Name field, enter a name for your qualification, and click OK. A message appears
stating that your qualification is saved.

CTA-1 2-31
Step 6 Click OK. The Report console reappears.

Using advanced qualifications to generate a report

The following procedure describes how to generate a report using advanced qualifications.
To generate a report using advanced qualifications
Step 2 From the Report Name list, select the name of the report you want to generate.
Step 3 Click Advanced Qualification. The Advanced Qualification Builder dialog box appears.
Figure 2-19 Advanced Qualification Builder dialog box
䊀΋
Step 4 Using the buttons in the qualification builder, construct your qualification.
Step 5 Click Save. The Report console reappears.
Note By saving the qualification, you can rerun this report without defining the qualification again. See the
“Generating a report using saved qualifications” section on page 2-33.

2-32 CTA-1
Generating a report using saved qualifications

You can generate a report using qualifications that you created and saved previously.
To generate a report using a saved qualification
Step 2 Click Select Saved Qualification. The Saved Qualifications dialog box appears.
Figure 2-20 Saved Qualifications dialog box
Step 3 Select the qualification from the table, and click Return Selected. The Report console reappears.
• 䭰΋
Printer—The report is sent to the printer you specified in the Print Setup dialog box.

CTA-1 2-33
΋◌ׄ

2-34 CTA-1
CHAPTER 3
Working with the Requester console
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.

• “Requester role”
• “Service Request Management users”
• “Understanding the Requester console”
• “Working with service requests”
• “Working with service requests as the Request Master”
• “Service Request form”
ׄ
• “Working with the Solution database” ΋◌
• “Viewing broadcast messages”
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.

CTA-1 3-1
Chapter 3 Working with the Requester console
Service Request Management users
Service Request Management users

There are currently three types of user permissions for accessing the Requester console to submit service
requests:
• Request Master—This user is responsible for troubleshooting service requests. The request master
can view all the requests submitted by other users and open the Service Request form directly to
view the details of a record. This user is more of an administrator, than a support user.
• Registered User—This user has a record in the People form, and the user’s AR login information
is in the Login/Access Details tab of the People form or in the AR System User form.
• Unknown User—All other users are considered to be unknown users even if the user has a record
in the People form. If a user’s login information does not exist in the People record, then the user is
considered a unknown user.
Note For unknown users who do not have an AR System login to be able to access the Requester console, the
AR System server option “Allow Guest User” option must be turned on. The Allow Guest User option
is available only when the server is set to single-tenancy mode. Also the AR Submitter locked mode must
be enabled for users with read-only license to respond to surveys. The Incident Management and Change
Management applications must also set up a default People record with a valid AR System login to be
used for unknown users. For more information, see the BMC Remedy IT Service Management 7.0
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.
ᙀ◌ׄ
• 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.
• In addition to setting the Tenancy Mode to Single-Tenancy, the Allow Unknown Users option must
be set to Yes and the login information added. This is set by a user with Request Config permissions
on the Application Settings form.
• Unknown users are only allowed within the Requester console framework, which means that if the
Change or Incident form is directly accessed, it does not allow unknown users.

3-2 CTA-1
Understanding the Requester console
Understanding the Requester console

The Requester console serves as the front end to the Change Management and Incident Management
applications.
Figure 3-1 Requester console
㬀◌ׄ
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”

• “Functional areas and tasks”
Opening the Requester console

You can view the Requester console through the BMC Remedy User client or through a browser. See the
following instructions for information about opening the Requester console.
To open the Requester console from BMC Remedy User
Step 1 Log in to BMC Remedy User using your AR System Login information. Unknown or guest users need
to log in using the default set up by their company.
Step 2 From the IT Home page, click Requester console. The Requester console appears.
Step 3 Create, view, modify, print, or cancel a request as needed.
For more information, see the “Working with service requests” section on page 3-5.

CTA-1 3-3
Functional areas and tasks
Using a browser to open the Requester console
Step 1 To open the Requester console from a browser, type the following URL in to your browser’s address bar:
http://<web_server>:<port>/arsys/apps/<arsystem_server>/Home Page
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.
For a list of supported browsers, see the compatibility matrix at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/CompatibilityMatrix/index.jsp
Step 2 Enter your user name and password, then click Login.
Step 3 When the IT Home page opens, click the Requester Console link in the navigation pane.
Functional areas and tasks

The Requester console has the following functional areas.
Table 3-1 Requestor console functional areas

䓀◌ׄ
Console Area Function
View Requests Use the View Requests links to filter the requests in the Requests table.
Requests can be sorted by the following options:
• Open
• All
For more information, see the “Filtering service requests” section on
page 3-8.
General Functions Use the General Functions links to do the following actions:
• Update the information in your requests, by creating a new work info
entry. See the “Modifying a service request” section on page 3-9.
• Search for requests by Request ID. See the “Searching for service
requests by Request ID” section on page 3-10.
• Save the console view.

• Work on a survey. See the “Completing surveys” section on page 3-12.
Request Errors If you have Request Master permissions, the Request Errors function appears
in the navigation pane.
For more information, see “Viewing service requests with errors” section on
page 3-13.

3-4 CTA-1
Working with service requests
Table 3-1 Requestor console functional areas (continued)
Console Area Function

Refresh button Refreshes the Broadcasts and My Requests tables.
Click Refresh to refresh the data in the tables.
Broadcasts Displays broadcasts or bulletin board messages. The View button displays the
selected broadcast in a dialog box, from where you can view details about the
broadcast.
Note No internal broadcast messages appear in the Requester console.
For more information, see the “Viewing broadcast messages” section on

page 3-23.
Create a New Request Click this button to display the New Request wizard, from where you can
buttoncreate a new service request.
For more information, see the “Creating a service request” section on

page 3-6.
My Requests Displays the requests submitted by the logged in user.

When performing Request form searches, only administrators and users who
have Request Master permissions can view other users’ submitted requests.
Request Details Displays details about the request that is selected from the My Requests table.
View button Displays the record that is selected from the My Requests table.
亠◌ׄ
For more information, see the “Viewing a service request record” section on
page 3-8.
Print button Prints the record that is selected from the My Requests table.
For more information, see the “Printing a service request” section on
page 3-10
Cancel button Cancels the service request that is selected from the My Requests table.
For more information, see the “Canceling a service request” section on
page 3-11.
Reopen button Lets you reopen requests that are in Completed or Rejected state.
For more information, see the “Reopening a service request” section on
page 3-11.
Close button Closes the console window.

• “Creating a service request”
• “Filtering service requests”
• “Viewing a service request record”
• “Modifying a service request”

CTA-1 3-5
• “Printing a service request”

• “Canceling a service request”
• “Reopening a service request”
• “Completing surveys”
Creating a service request

You can create service requests from the New Request wizard, which is the recommended way to create
a service request. The New Request wizard is a simplified user interface for submitting your service
requests. You can also create service requests from the Change and Incident forms.
A user with Request Master permissions can directly open the SRM:Request form from the File > Open
> Object List menu to view service requests. However, service requests cannot be created from the
SRM:Service Request form.
For more information about the Service Request form and the role of the Request Master, see the
“Working with service requests as the Request Master” section on page 3-14.
To create a service request
Step 1 From the Requester console, click Create a New Request. The New Request wizard appears.
Figure 3-2 New Request wizard
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.
Step 2 Complete the required fields:

3-6 CTA-1
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.
Note Manually entering a summary or “ad hoc request” always creates an incident request if Incident
Management is installed. If Incident Management is not installed, a change request is created.
If you select a summary definition that is an incident, then related solution database entries appear
in the Possible Solutions table, based on the categorization of the summary. Possible solutions do
not appear for manually entered summaries.
Caution The Possible Solutions table appears only if the Problem Management application is installed.
If a matching solution appears and you 䖰 ◌ׄ

choose to use this solution, the solution entry is related your
request and the request is resolved automatically. See the “Working with the Solution database”
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.
Step 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 the “Modifying a service request” section on page 3-9.
Step 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
Step 5 Click Save to save the request. The New Request wizard closes, and the request you just saved appears
in the My Requests table.

CTA-1 3-7
Service request states

For changes and incidents, the My Request table console lists the status of its underlying service request.
Users are notified whenever a service request undergoes a status change, for example, when a service
request is moved from In Progress to Completed after an incident or a change request reaches the
Completed state.
The notification method is always by email.
Filtering service requests

When registered and unknown users access the Requester console, they can see a list of only their own
service requests.
To filter your service requests
Step 1 Open the Requester console, as described in the “Opening the Requester console” section on page 3-3.
Step 2 Filter your service requests by clicking the appropriate link from the View Requests section, located on
the left navigation pane of the Requester console.
The options are:

• Open—Displays all your open requests.
This is the default view. You can choose to change the default view by selecting another sort option,
then clicking Save As Default View.
• All—Displays all your requests.

◌ׄ under the selected status.
倐fall
The My Requests table displays the requests that
Viewing a service request record

From the Requester console, you can view your submitted service requests. The My Requests table
displays only the requests that the logged in user has submitted. Change requests are prefixed with CRQ
and Incident requests are prefixed by INC.
To view a service request record
Step 2 If necessary, sort the service requests to display the ones that you want to view, as described in the
“Filtering service requests” section on page 3-8.
Step 3 From the My Requests table, select the service request record that you want to view.
Step 4 View some details of the record in the Request Details section of the console.

3-8 CTA-1
Figure 3-3 Request Details
1. Select a record.
2. View some details in

the Request Details
section.
3. Click View to display

the record in the Request
Step 5 Click View to display the record.

• To update the service request, see the “Modifying a service request” section on page 3-9.
• To print the service request record, see the “Printing a service request” section on page 3-10.
• To cancel a submitted service request, see the “Canceling a service request” section on page 3-11.
Step 6 Click Close.
Modifying a service request

There are limited updates you can make to your service request after you have submitted it. You can
make only the following changes:
• Cancel the request—See the “Canceling a service request” section on page 3-11.
• Update the work information—See the “To update the work information of a service request”
• Reopen the request—You can reopen a service request, but only when it is advanced to a certain
state. For information, see the “Reopening a service request” section on page 3-11.
To update the work information of a service request
Step 2 From the list of your requests in the My Requests table, select the record that you want to modify.
Step 3 Perform one of the following actions:
• Click the Add Work Info link from the Console Functions section on the left navigation pane.
• Click View, click the Work Info tab, and then click Add Work Info. The Request Work Info dialog
box appears.

CTA-1 3-9
Figure 3-4 Request Work Info dialog box
Step 4 Enter a summary of the work log in the Summary field.

Step 5 Optionally, you can do the following steps:
a. Enter additional information in the Notes field.
b. Add an attachment. You are limited to one attachment for each work information entry. If you need
to add multiple attachments, you can add multiple work information entries.
Step 6 Click Save.
Searching for service requests by Request ID

You can quickly search for a service request by its Request ID.
To search by Request ID 䚠◌ׄ
Step 2 Click Search by Request ID.
Step 3 Enter the complete Request ID or the numeric part of the ID. The matching request appears in the My
Requests table.
Printing a service request

To enable the print functionality, be sure to follow steps 1 through 4.
To print a service request
Step 1 Log in to BMC Remedy User with your server name in the Preference Server field.
Step 2 Choose Tools > Options. The Options dialog box appears.
Step 3 Click the Advanced tab.
Step 4 Make sure that ODBC Use Underscores is checked.
Step 6 Select the record you want to print from the My Requests table.
Step 7 Click Print. The report appears in the Report Preview window.

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Step 8 Review the report, and then click the Print icon on the toolbar.
Canceling a service request

You can only cancel a service request that is open. You cannot reopen a canceled service request until it
reaches the Completed or Rejected state.
To cancel a service request
Step 2 If necessary, sort the requests to show all Open requests, as described in the “Filtering service requests”
Step 3 Select the service request record that you want to cancel.
Step 4 Click Cancel. You are prompted if you are sure you want to cancel to request.
Step 5 Click Yes.
Step 6 Refresh the My Requests table, if necessary, to view the status of all your service requests.
Reopening a service request

You can only reopen service requests that are兰in◌ׄ the Completed or Rejected state.
To reopen a request
Step 2 If necessary, sort the requests to show all Open requests, as described in the “Filtering service requests”
Step 3 Select the service request record that you want to reopen.
Note The Cancel button changes to Reopen when you select a completed or rejected record.

CTA-1 3-11
Figure 3-5 Reopening a record
1. To reopen a
canceled record,
select the record.
2. Click Reopen.
Step 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.”
Step 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.
Converting a Service Request to an Incident

When an existing service request needs to be converted to an Incident, perform the following steps:
Step 1 Ensure that the Incident Management Console is open.

Step 2 Open the incident.
Step 3 Click the Classification tab.
Step 4 In the Service Type field, click the button, and then select Infrastrusture Event and click Save.
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.
To complete a survey

3-12 CTA-1
Step 2 Click View Survey. The Survey dialog box appears.
Figure 3-6 Survey dialog box
Step 3 Select a survey, and then click Respond.

Step 4 Type your responses to the questions.
Figure 3-7 Requester survey
䞐◌ׄ
Step 5 Click Save.
Viewing service requests with errors

If you have Command Event Master and Request Master permissions, you can view which service
requests contain errors, for example, if there is a problem with a back-end application.
To view requests with errors
Step 2 From the navigation pane, choose Request Errors > View Requests with Errors. The Service Request
form opens. It displays those service requests that contain errors of various types.

CTA-1 3-13
Working with service requests as the Request Master
Figure 3-8 Service Request form—Entries containing errors
Step 3 To view the error status and its possible source, click the Change/Incident Data tab.
Step 4 If you have Command Event Master permissions, click Reset Error to restart the service request.
Users can now continue to work on the service request.
Step 5 If you have Command Event Master permissions,ׄ click View Events to review the event log and
狠◌
troubleshoot the service request.
For more information, see the “Viewing the event log and troubleshooting” section on page 3-19.
Step 6 Save any changes.

Only users with Request Master permissions can access the Service Request form directly. All other
users need to use the New Request wizard to create service requests.
The Service Request form is accessed by the Request Master users to troubleshoot system errors. See
the “Opening a service request record” section on page 3-15. For information about the Service Request
form, see the “Service Request form” section on page 3-20.
Request Masters can do the following actions with the Service Request form:
• Add Work Info entries for service requests—See the “To view or add work information” procedure
on page 3-17.
• Use the accelerator links on the navigation pane to reopen a request, cancel a request, and so
on—See the “Canceling a service request” section on page 3-11 and the “Reopening a service
request” section on page 3-11.
• View the event log if a service request event has failed or is in error state, and either retry the event
or ignore the event—See the “To view the event log” procedure on page 3-19.

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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 Delete service requests with caution. They cannot be recovered.
Opening a service request record
Note Only Request Masters can directly access the Service Request form. This user needs Request Master and
Command Event Master permissions.
Figure 3-9 Service Requests form
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.
To open a service request record
Step 1 Log in to the AR System.

Step 2 Choose File > Open > Object List. The Object List dialog box appears.
Step 3 Click the Find tab.
Step 4 Enter Service Request in the Search what keywords? field, and then click Find.

CTA-1 3-15
Step 5 Select the service request entry, and click Search.
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 the “Service Request form” section on page 3-20.
Step 6 Enter search criteria, and then click Search.

Step 7 Select the service request record you want to view or troubleshoot from the search results.
Step 8 Follow these steps as needed:
• “Reopening a service request”
• “Viewing or adding work information”
• “Viewing the event log and troubleshooting”
Step 9 Click Save.
Reopening a service request

You can reopen a completed or rejected service request. You can cancel a Pending, In Progress, or Staged
request.
To reopen or cancel a request

猰◌ׄ
Step 1 Complete steps 1 through 7 from the “To open a service request record” procedure on page 3-15.
Step 2 On the appropriate record, take the appropriate action:
• Click Reopen Request if you need to reopen a completed or rejected request.
• Click Cancel Request if you need to cancel a request.
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.
Figure 3-10 Service Request form—Completed Status
Reopen Request action is enabled when Status is set to

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Step 3 Click OK to dismiss the confirmation message.

• If you clicked Reopen Request, the Status changes to New, Staged, or In Progress.
• If you clicked Cancel Request, the Status changes to Canceled.
Viewing or adding work information

You can quickly add to the Work Info dialog box of an existing service request by clicking View Work
Info or Add Work Info from the left navigation pane.
To view or add work information
Step 1 Do steps 1 through 7 from the “To open a service request record” procedure on page 3-15.
Step 2 Click the appropriate link:
• View Work Info—Displays the Request Work Info dialog box and existing work information.
Select the entry in the History table that you want to view, and view its details. (The View Work
Info link is enabled only if there is existing information for the selected record.)
Figure 3-11 Request Work Info dialog box
• Add Work Info—Displays the Request Work Info dialog box and allows you to add information.
See the “Adding or viewing work information from a service request” section on page 3-17.
Adding or viewing work information from a service request

The Request Work Info dialog box has a different view when the Request Master opens it from the
Service Request form than when the user accesses it from the Requester console.

CTA-1 3-17
To add or view work information from a service request
Step 1 Complete steps 1 and 2 from the “Viewing or adding work information” section on page 3-17.
The Work Info form appears. It looks slightly different, depending on whether you clicked View Work
Info or Add Work Info.
Figure 3-12 Request Work Info form—Adding Work Information
Step 2 View or add information to the fields (field names in bold with asterisks are required fields).
Table 3-2 Field names
玀◌ׄ
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.
Step 3 Click Save.

3-18 CTA-1
Viewing the event log and troubleshooting

If the service request cannot be completed because of an error from the back-end application, you can
review the event log and troubleshoot the service request. Overall event status is indicated by the App
Event Status on the Change/Incident Data tab.
Note You need Command Event Master permissions in addition to Request Master permissions.
To view the event log
Step 1 Complete steps 1 through 7 from the “To open a service request record” procedure on page 3-15.
Step 2 Click View Events. The Event History dialog box appears.
Figure 3-13 Event History dialog box
Step 3 View the event details:

• Protocol
• Access Mode
• Error Code
• Error Message
Step 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.
Step 5 Click Close.

CTA-1 3-19
Service Request form

Only users with Request Master permissions can open the Service Request form directly and perform
certain actions. For more information, see the “Working with service requests as the Request Master”
Note You cannot create a service request from this form.
This section describes the form fields for reference.
Table 3-3 Form field descriptions

Summary
Summary of the request. This is populated from the New
Request wizard.
Requesters can select a summary definition from the Summary

list. This list displays a list of summary definitions that have a
status of Active. If a summary value from the Summary list is
selected, the following fields are automatically completed:
Category Tiers, Service Type, and Impact.
Users can also enter data in the Summary field without

making a selection from the Summary list. If summary data is
typed in, the following values are set:
• ◌
珐 ׄ Categorization Tiers 1 through 5 = NULL
• Impact = 3-Moderate/Limited
• Service Type = User Service Request
Note Categorization data is mapped in the Operational

Catalog Setup form.
Request ID A unique identifier for the service request. User-defined

prefixes are not supported. After a service request is submitted
from the New Request wizard and the appropriate back-end
application entry is created, the service request Request ID is
updated with the back-end application’s Request ID. This
provides consistent IDs for reference across the Requester
console and the back-end application.
Category Tiers Classification of the request based on the Summary. If the user
1 through 3does not select a summary from the preconfigured summary
list, the value is set to NULL.
Request Type This value is derived from the selected summary definition
(each summary definition has been mapped to an appropriate
request type, either change or incident). If the user does not
select a summary from the preconfigured summary list, the
value is set to Incident. If only Change Management is
installed, the value is set to Change.

3-20 CTA-1
Table 3-3 Form field descriptions (continued)

Impact
Impact of the request based on the selected summary
definition. If the user does not select a summary from the
preconfigured summary list, the value is set to
3-Moderate/Limited.
This setting indicates the impact to IT operations, not the

impact to the user requester.
Urgency The importance of the service request to the requester:
• Urgency—Selected by the user when creating the service
request.
Date Required The date by which the requester requires the service request be
completed.
Note This field is for informational purposes; there is no

service level workflow related to this field. The only
workflow associated with this field is that an error
message appears if the Required Date is set to a date
earlier than the current date.
Notes Further details about the service request.

Status The status of the service request. This is a system field (Field
ID 7). All of the state transition data for SRM:Request is
stored in the SYS:Status Transition form. Whenever the
service request Status data is changed, SRM:Request Form
workflow retrieves the appropriate entry from the SYS:Status
Transition Lookup form for the previous state and current
state and determines if the transition is valid.
Status Reason A further description of the Status.

Date The date and time the service request was submitted. This is a
Submitted system-generated field.
SLA Service level data pushed from back-end SLM forms. If set to
Responded Yes, change request must be responded to. This is particularly
important in the case of a response-time goal, where a blank
SLA Responded field might indicate that the service target
goal has been missed.
Not applicable if SLM is not installed.

CTA-1 3-21
Working with the Solution database
Table 3-3 Form field descriptions (continued)
Field nameDescription
Requesters tab The two tabs, Requested For and Requested By/Service
Location, contain the same information, or information of the
user who submitted the service request.
Requested By/Service Location data is automatically copied to

the Requested For fields based on the type of Submitter.
• If the Submitter is an Unknown User (a user who is not

registered in the People form with an AR System Login
and People ID), the Submitter's data is copied to the
Requested For fields. The Requested By fields are set to
default user data set in Application settings.
• If the Submitter is not an Unknown User (the user is

registered in the People form with an AR System Login
and People ID), the Submitter's data is copied to the
Requested For as well as the Requested By fields.
Only service requests for individuals are supported, so the Add

Request For field is automatically set to Individual.
SLM tab Displays the service targets and milestones for the restoration
of the unavailability. Service targets and milestones are defined
from within the Service Level Management applications.
Escalations can be set up to notify the assignment group prior
to acknowledgement or resolution breach times.
Change/Incide Provides
琠◌ׄ information from the back-end application for the
nt Data tabservice request record. The actual back-end Change or
Incident request information appears.
Manager tabProvides manager information for the service request record.
This value is pushed from the change or incident and indicates
the owner of the request. This person is notified if the SLA is
breached. The service request itself does not populate this
field.
Work Info tab Displays work information for the service request record.
Working with the Solution database

If you are creating a service request that falls into the request type of Incident, you might be able to
resolve the request immediately if a valid solution exists in the solution database. After you select a
summary, possible solutions appear only if they exist in the solution database under the same category.
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.
To resolve an incident request by using the Solution database

3-22 CTA-1
Viewing broadcast messages
Step 2 Click Create a New Request. The New Request wizard appears.
Step 3 Select a Summary that can be classified as an incident.
Figure 3-14 Possible Solutions entry
If there is a solution database entry that matches the summary definition, it appears in the Possible
Solutions table.
Step 4 If the solution entry appears to be valid, select the entry and then click View.
Step 5 Review the solution entry.
Step 6 If the solution entry resolves your request, click Use Solution. The following AR Note appears:
“Your request has been submitted and will be marked Resolved.”
Step 7 Click OK to dismiss the note. The request appears in the My Requests table as Resolved.

Broadcasts (or bulletin board messages) appear in the Broadcasts table. Broadcasts are filtered by the
logged-in user’s company. If the logged-in user’s company cannot be determined, then only Global
broadcasts appear. The View button opens the Broadcasts form in dialog mode, where you can see details
of the broadcasts, depending on your permissions. If you have sufficient permissions on this form, you
can create, modify, or delete broadcasts.
For more information about working with broadcasts, see the “Viewing and creating broadcast
messages” section on page 2-8.
To view broadcasts from the Requester console

CTA-1 3-23
Step 2 View the broadcasts in the Broadcasts table.

Step 3 To refresh the list of broadcasts, click the Refresh button above the table.
Step 4 Select a broadcast entry, and click View to view more details.
瑰◌ׄ

3-24 CTA-1
CHAPTER 4
Working with Incident Management as support
staff
This section describes functions that are available to support staff. Managers can also perform these
functions from the Support Console tab.

• “Understanding the Support Console tab”
• “Setting application preferences”
• “Recording a new incident”
• “Understanding assignments”
• “Investigating and diagnosing an incident”
• “Resolving an incident”
• “Closing an incident”
• “Creating known errors and solutions”
Understanding the Support Console tab

The Incident Management Support console tab has been redesigned for version 7.0. It includes:
• Navigation pane—Provides display filters, links to functionality, and links to other applications.
• Search Criteria area—Provides area where you can search for assigned work.
• Broadcast area—Displays broadcasts and provides broadcast functionality. For details, see the
“Broadcasting messages” section on page 2-22.
• Assigned Work area—Displays a summary of assigned incidents. The color of the incident
indicates whether the response and resolution time are within the Service Level Management (SLM)
agreed-upon service targets. When you select an incident, the summary details appear below it.

CTA-1 4-1
Chapter 4 Working with Incident Management as support staff
Understanding the Support Console tab
Figure 4-1 Incident Management console—Support Console tab
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
瓀◌ׄ
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.

4-2 CTA-1
Setting application preferences
Table 4-1 Options to filter display of assigned work (continued)
Option Explanation
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 the “Using the Advanced
Search feature” section on page 2-11.

You can set preferences to:
• Automatically use decision trees, if available, whenever you record a new incident.
• Set defaults for the consoles.
• Determine the action that occurs after you save an Incident form.
To set your preferences
Step 1 On the Incident Management console, click the Support Console tab if it is not selected.
Step 2 From the navigation pane, choose General Functions > Application Preferences. The Application
Preferences form appears.
Figure 4-2 Application Preferences form
Step 3 Update the form as appropriate.

CTA-1 4-3
Table 4-2 Settings available on the form
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 If you select Yes, when you open the Incident Management
Console 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
Defaultwhich incidents ׄ appear in the Assigned Work area. You can
甐◌
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.

4-4 CTA-1
Recording a new incident
Table 4-2 Settings available on the form (continued)
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 If you select Yes from this list and a decision tree is set up,
Auto-Decision you are prompted by the decision tree when you record a new
Tree incident. For more information about decision trees, see the
“Using the decision tree” section on page 4-13.
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

Console on the Overview console. For information about the
Overview console, see the “Working with the Overview
console” section on page 2-5.
Step 4 Click Save.

This activity is the starting point of the Incident Management process. The purpose of this activity is to
accurately record and recognize disruptions to services provided by IT to its customers. When recording
a new incident, you classify the incident and record customer information, configuration item (CI)
information, and a description of the incident. The key to this activity is the accuracy and completeness
of the information recorded.
This section describes several tools to assist you in recording a new incident:
• “Using the Process Flow Status wizard to create a new incident”
• “Using a template”
• “Using the decision tree”
• “Using scripts”
This section also describes activities you might need to perform while recording a new incident:
• “Relating incidents as duplicates”
• “Recording CI unavailability”
• “Adding or modifying a customer profile”

CTA-1 4-5
Creating a new incident manually

To manually enter a new incident, perform the following steps:
Step 1 In the Quick Links pane, choose Incident Management Console.
Figure 4-1 Quick Links pane — Incident Management Console link
畠◌ׄ
The Incident Management Console appears.

4-6 CTA-1
Figure 4-2 Incident Management Console
ㅰ◌ׄ
Step 2 In the Quick Links pane, choose General Functions > New Incident.
The Incident (New) form appears.

CTA-1 4-7
Figure 4-3 Incident (New) form
Step 3 Enter information in the required (bold) fields: Summary, Status, Impact, and Urgency.
Note Priority is determined based on Impact and Urgency. Weight is determined by other factors.
Step 4 In the Last Name field, type the last name of the primary caller, and then click Search.
The Contact tab populates with associated data.
Step 5 Click the Customer tab.
Step 6 Enter information in the required (bold) fields.
Step 8 In the Request Type field, click the button, and then select Configuration Item.
Step 9 Click Search.
The CI Relationship Search form appears.

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Figure 4-4 CI Relationship Search form
Π◌‫ׅ‬
Step 10 Click inside the CIs list to view CI data associated with the customer.
Step 11 Select one or more CIs to associate with the incident.
Step 12 In the Relationship Type list, click the button, and then select Related to.
Step 13 Click Relate.
A confirmation message appears.
Step 14 Click OK to dismiss the message.
The Incident (New) form appears.
Step 15 Click Save.
Remedy:
• Populates the appropriate fields, including Impact, Urgency, Product Categorization (Classification
tab), Customer Site (Customer tab), notification contacts, Contact Information (Contact tab), partner
information, and Tier I operational catalog.
• Assigns a unique Incident ID.

• Sets the Status to Assigned.
• Automatically assigns the incident based on the infrastructure event and product categorization
information you entered.
• Sets the Owner Group (Assignment tab) to Service Desk.

Close the Incident form.

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Using the Process Flow Status wizard to create a new incident

By using the Process Flow Status wizard when recording a new incident, you are prompted to enter the
required fields and optional recommended fields to move the incident to the next stage.
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.
To record an incident with the Process Flow Status wizard
Step 2 From the navigation pane, choose General Functions > New Incident. The New Incident form appears.
Step 3 In the Process Flow Status area, click the arrow in the Identification and Recording box.
Step 4 Choose Next Stage > Investigation and Diagnosis.
You can move directly to the Resolution and Recovery stage or the Incident Closure Stage by selecting
the appropriate stage.
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.

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Figure 4-4 Create Incident form displaying completed Required Information tab
Step 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.
Step 6 Type a brief description in the Summary field.

ϰ◌‫ׅ‬
Step 7 You can type additional details in the Notes field.
Step 8 Select values from the Impact and Urgency lists.
Step 9 If appropriate, select a different service company. When you select the customer, the service company
is set to the customer’s company.
Step 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.
Step 11 To enter optional recommended information:

a. Click the Optional Information tab.

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Figure 4-5 Create Incident form displaying completed Optional Information tab
b. Select the appropriate operational categorization.

Operational categorization is based on a three-tier hierarchy that is defined in the Operational
Catalog configuration form.
c. Select the appropriate product categorization.

Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog
configuration form.
Step 12 Click Save.

If you did not assign the incident, the incident is automatically assigned based on predefined assignment
routing. If there is no appropriate predefined assignment routing, you are prompted to assign the
incident.
Step 13 If prompted, assign the incident, then click Save.
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
To use a template
Step 2 From the navigation pane, choose General Functions > New Incident. The New Incident form appears.
Step 3 In the Process Flow Status area, in the Identification and Recording box, choose Select Template.
If you belong to more than one support group, you are prompted to select the appropriate support group
first.

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A list of templates available to your support group appears.
Figure 4-6 Incident Template Selection dialog box
Step 4 Highlight the appropriate template, then click Select. Part of the incident is completed, as defined by the
template.
Figure 4-7 Incident form partially completed by template
р◌‫ׅ‬
Step 5 Complete the incident as appropriate.

Step 6 Click Save.
Using the decision tree

A decision tree takes you step-by-step through a questionnaire, and, based on your answers, completes
part of the form for a new incident. Each element in the decision tree displays a list of items. Your final
selection completes part of the incident.
Decision trees are built by a manager or administrator at your company.

CTA-1 4-13
You can set up your preferences to use available decision trees whenever you start a new incident. For
details, see the “Setting application preferences” section on page 4-3.
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.
Accessing a CI
To access a configuration item from within a ticket, perform the following steps:
Step 1 In the ticket, go down to the Customer’s CIs list, and drill down to the CI you wish to access.
Step 2 Click on it to select it, and click the View button. This will open the Computer System (Modify)
window.
Step 3 Click the Federated Data tab.
Figure 4-8 Federated Data Tab
Step 4 Click the drop down list for Federated Interface Name and select View Related IP address.
Step 5 Under Functions, click Network Tools.
Step 6 The Launch Application window displays with the IP address of the CI populated in the
Address/Parameters field. If this field is blank, enter the IP address manually.
Step 7 Use the Application Name drop down list to select the application you wish to run on the CI.

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Step 8 Click the Launch button to launch the network tool against the CI.
To access a configuration item from within a ticket, perform the following steps:
Step 1 If you are not already in a incident, click the Support Console tab if it is not selected.
Step 2 Under General Functions, click Manage CIs.
The Manage CI Information window appears.
Step 3 Click Advanced Search.
Step 4 Enter the information you know about the CI or company in the appropriate fields.
Step 6 In the CI Search Results table, highlight the CI you wish to view, and click View.
Step 7 Click the Federated Data tab.
Figure 4-9 Federated Data Tab
Ґ◌‫ׅ‬
Step 8 Click the drop down list for Federated Interface Name and select View Related IP address.
Step 9 Under Functions, click Network Tools.
Step 10 The Launch Application window displays with the IP address of the CI populated in the
Address/Parameters field. If this field is blank, enter the IP address manually.
Step 11 Use the Application Name drop down list to select the application you wish to run on the CI.
Step 12 Click the Launch button to launch the network tool against the CI.
Relating a CI to an Incident
To relate a CI to an Incident, perform the following steps:
Step 1 Ensure that the Incident (Modify) form is open.

Step 3 In the Request Type field, select Configuration Item, and then click Search.
The CI Relationship Search form appears.

CTA-1 4-15
Step 4 Click the lower portion of the form to display all CIs associated with the customer.
Step 5 Select one CI.
Figure 4-10 Relating a CI to an Incident
Step 6 In the Relationship Type drop-down, select Related To.

Step 7 Click Relate.
Remedy:
• Associates the CI data you selected.
• Displays a dialog box verifying selected CIs were associated with the incident.
Step 8 Click OK to dismiss the message.
Step 9 Click Save.
Relating incidents
To relate an incident:
Step 2 From the navigation pane, open an incident currently being investigated.
Step 4 From the Request Type list, select Incident, then click Search. The Incident Relationship Search
dialog box appears.
Step 5 Enter the search criteria to locate the original incident, then click Search. Incidents matching the search
criteria appear on the bottom half of the form.

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Figure 4-11 Incident Relationship Search dialog box with results displayed
Step 6 Select the incident.

Step 7 If the current incident is a duplicate of the original incident, from the Relationship Type list, select
Related to.
Step 8 Click Relate. The Incident Relationship Search dialog box closes. The two incidents are related.
Step 9 Click Save.
Ӡ◌‫ׅ‬
Relating incidents as duplicates

You can relate an incident to another as a duplicate. The original incident resolves all of its duplicates.
When someone resolves or closes the original incident, its Operational and Product Categorizations and
Resolution fields are copied to the related duplicates, marking them with a status of Resolved.
To relate an incident as a duplicate
Step 4 From the Request Type list, select Incident, then click Search. The Incident Relationship Search
dialog box appears.
Step 5 Enter the search criteria to locate the original incident, then click Search. Incidents matching the search
criteria appear on the bottom half of the form.

CTA-1 4-17
Figure 4-12 Incident Relationship Search dialog box with results displayed
Step 6 Select the duplicate incident.

Step 7 If the current incident is a duplicate of the original incident, from the Relationship Type list, select
Duplicate of.
Step 8 If the current incident is the original incident, which the selected incident duplicates, from the
Relationship Type list, select Original of.
Step 9 Click Relate. The Incident Relationship Search dialog box closes. The two incidents are related as
duplicate and original. The status of the duplicate incident is Pending, with a status reason of Pending
Original Incident.
Step 10 Click Save.
Relating external tickets to incidents

To create a connection between an external ticket (carrier, vendor, partner, etc.) and an incident, perform
the following steps:
Step 3 Click the External Ticket tab.
Step 4 Click the Create button. This displays the Cisco ROS External Ticket window.
Step 5 Enter the required information (bolded field names) on the External Ticket Info and CROS Ticket Info
tabs, as well as any other optional information you wish to include.
Step 6 Click Save.

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Note The information about the external ticket is saved as a separate record in Remedy, but it is only connected
to the incident in which this information was saved. These records cannot be connected to more than one
incident, but can be created from within more than one incident.
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 You can record CI unavailability only if Asset Management is installed.
To record CI unavailability
Step 2 Open an incident.
Step 4 To search for a CI, choose Quick Links > CI Search. The CI Relationships Search form appears.
Step 5 Select the CI in the CIs table.
΋◌‫ׅ‬
Figure 4-13 CIs table
Step 6 In the Relationship Type field, select the relationship type.

Step 7 Click Relate with Unavailability.
Note Relate with Unavailability is available only when you are searching for CIs to relate to an incident.
The Configuration Item Unavailability form appears.

CTA-1 4-19
Figure 4-14 Configuration Item Unavailability form
Step 8 In the Unavailability Type list, select whether the unavailability is scheduled or unscheduled, and
whether it is full or partial unavailability.
Step 9 Select the actual start date of the unavailability.

Step 10 Complete other fields of the form, as appropriate.
Step 11 Click Save.
Step 12 Close the CI Relationship Search dialog box.
Step 13 On the Incident form, click Save.
Adding or modifying a customer profile

Before you can record an incident, the customer must be listed in the People database. This access is
configured by your administrator, as described in the BMC Remedy IT Service Management 7.0
Adding a new customer profile

If a customer is not listed in the database, you can add a customer’s profile.
To add a new customer profile
Step 3 Click the Contact tab.
Step 4 Click Create. The People form appears.

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Figure 4-15 People form used to add a customer profile
Step 5 Complete the required fields.

You do not need to add all of the information for this individual’s profile, only what is necessary to
submit the record.
Note ◌ׄ
You cannot define a Support Person recordhere. See the BMC Remedy IT Service Management 7.0
Configuration Guide for further details.
Step 6 After you have finished entering the information, click Save.
The status of the person you added has a default value of Proposed. Your People/Contact administrator
must verify those in proposed status, update them to Enabled, and add any other information that is
necessary.
Modifying a customer profile

To modify a customer profile, you require access to the People database.
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.
To modify a customer profile

CTA-1 4-21
Step 3 Search for and select a customer in the Contact Information section.
Step 4 Click Modify. The People form appears, displaying the customer’s profile.
Figure 4-16 People form used to modify a customer profile
Step 5 Change the information, as required.

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.
Step 6 Click Save.
Changing impact and urgency

To change the impact and/or urgency of an incident, perform the following steps:
Step 3 Select the drop down list for Impact and or Urgency, and choose the appropriate value from the list.
Step 4 Click Save.

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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.
Figure 4-17 Assignment tab
This section includes the following topics:

• “Receiving notification of assignments”
• “Working with assignments”
• “Reassigning an incident”
• “Working with tasks”
Receiving notification of assignments

When an incident is assigned to you, you can receive notification through:
• BMC Remedy Alert
• Email
You configure how you receive each notification from the People form, as described in the BMC Remedy
IT Service Management 7.0 Configuration Guide.
All incidents assigned to you or your support groups appear in the Incident Management and Overview
consoles.
For additional information about notifications sent from Incident Management, see the “Understanding
notifications” section on page 5-7.
Working with assignments

When you work on open incidents, you are working on incidents assigned to you or to your support
group. You can also assist with an incident assigned to another support group when a task is assigned to
you.

CTA-1 4-23
This section includes the following topics:

• “Viewing incidents assigned to you”
• “Accepting an assignment”
• “Recording time worked on an incident”
Viewing incidents assigned to you

You can view the summary and detail of incidents assigned to you.
To view incidents assigned to you
Step 2 From the navigation pane, choose Console View > Personal.
Step 3 To view additional details about an incident, perform any of the following actions.
Table 4-3 Incident actions
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.
To accept an assignment
Step 3 Change the Status to In Progress.
Step 4 In the navigation pane, choose Quick Links > Assign to Me.
Step 5 Click Save.
Recording time worked on an incident

On the Assignment tab, use the Current Assignee Effort Time area to track the effort time that you spend
on an incident. You can enter the time in the Effort Time Spent Minutes field, or you can use the
automatic timer. Your total effort time is then saved in the Assignment Log.

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If you are not assigned to an incident, you can record that you have assisted with the incident.
The Total Time Spent Minutes field displays the total effort time spent on the incident per session.
To record time worked on an incident
Step 3 Click the Assignment tab.
Step 4 Click Update Assignment Log. The Incident Assignment Log dialog box appears.
Figure 4-18 Incident Assignment Log dialog box
ᛀ◌‫ׅ‬
Step 5 Complete the form as appropriate.

You can change the Effort Time Spent (Minutes) field for your own assignment logs, but not for those
of other support groups or individuals.
Alternatively, you can use the automatic timer while you perform work. While an incident is assigned to
you, effort time is being tracked by the application. To stop the clock when you are not working on the
incident, click Stopped on the Assignment tab. To restart the clock, click Start.
Step 6 Click Add to save your total effort time in the assignment log.
Note Nobody can delete a completed assignment log.
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).

CTA-1 4-25
To reassign an incident
Step 3 To assign the incident to yourself, in the navigation pane, choose Quick Links > Assign to Me.
Figure 4-19 Navigation pane links to assign incidents
Click here to assign an

incident to yourself.
Click here to reassign the

incident based on
automatic routing.
Step 4 To reassign the incident based on automatic routing, in the navigation pane, choose Functions > Auto
Assign.
This assigns the incident based on predefined mapping. Automated assignment can be based on the
customer organization, incident location, operational categorization, or product categorization.
Step 5 ΋΋
Otherwise, follow these steps to reassign the investigation.
a. Click the Assignment tab.
b. Reassign the investigation.
You have several options available, as follows:
– Select the Assigned Group from the list.
– After selecting an Assigned Group, select the Assignee from the list.
– Select from Set Assignment using, as indicated in the following table.
Table 4-4 Assignment options
Set Assignment using Description

My Default Group Assigns the incident to you and your default group.
My Group List Opens a list of all groups to which you belong. Select
the appropriate group from this list.
Favorite Groups Assigns the incident to the typical groups to which

your support group assigns incidents.

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Table 4-4 Assignment options (continued)
Set Assignment using Description

Auto Assign The same as the Auto Assign link in the navigation
pane, this assigns the incident based on predefined
mapping.
Current Owner Resets the incident assignee to the incident owner. For
example, if several people have worked to resolve the
incident, you might assign the incident back to the
owner to communicate the resolution to the customer.
For details on the default value for the Incident owner,
see the “Understanding incident ownership” section
on page 4-27
Step 6 Click Save.
Understanding incident ownership

Incident ownership is set when the incident is submitted. The incident owner depends on the support
group membership of the person submitting the incident, as well as the support group being assigned the
incident.
For example, consider the following three support groups:

• Support Group A has a support group role of Help Desk. Person A is in Support Group A.
◌ׄ
• Support Group B does not have a support group role of Help Desk; for example, it might have a
support group role of Tier 2. Person B is in Support Group B.
• Support Group C does not have a support group role of Help Desk; for example, it might have a
support group role of Tier 3.
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.
Identifying an incident’s owner or assignee

There are two ways to view the owner/assignee for an incident, depending on where you are in the
Support Console.
1. If you are currently viewing the Support Console, perform the following steps:
Step 1 In the navigation pane, click Console View-->All My Groups-->Show All.

Step 2 In the Search Criteria fields, select All Incidents from the Status drop down list.

CTA-1 4-27

Step 4 Look at the search results in the Assigned Work table, and find the incident of interest.
Step 5 Look in the Assignee column or Owner Group column for the owner or assignee of the incident.
2. If you are viewing the incident in the Incident (Modify) window:

Step 2 View the information in the Owner and Assignee fields.
Assigning an incident to a new owner group

To assign an incident to a new owner group, perform the following steps:

Step 2 In the Assigned Work list, select an existing incident, and then click View.
The Incident (Modify) form appears.
Incident Assignee and Incident Owner information appear.
Step 4 In the Owner Support Company field, click the button, and select a new company if necessary.
΋΋
Step 5 In the Owner Support Organization field, click the button, and select a new organization if necessary.
Step 6 In the Owner Group field, click the button, and then select a new owner group.
Step 7 Click Save.
Remedy:
• Assigns the incident to the new Owner Support Organization and Owner Group.
• Updates the Assignment Transfers section of the Assignment tab.
Step 8 Close the Incident (Modify) form.
Assigning an incident to a new assignee group

To assign an incident to a new assignee group, perform the following steps:

Step 2 In the Assigned Work list, select an existing incident, and then click View.
Incident Assignee and Incident Owner information appear.
Step 4 In the Support Company field, click the button, and select a new company if necessary.

4-28 CTA-1
Step 5 In the Support Organization field, click the button, and select a new organization if necessary.
Step 6 In the Assigned Group field, click the button, and then select a new owner group.
Step 7 Click Save.
Remedy:
• Assigns the incident to the new group member.
• Alerts you that the incident was re-assigned.
Step 8 Continue to the next task without closing the Incident Management Console.
Assigning an incident to a vendor

When you work with a vendor to resolve an incident, you can indicate that the incident is assigned to the
vendor. The following procedure is used to track incidents that require vendor support.
To assign an incident to a vendor
Step 3 Click the Vendor tab.
Figure 4-20 Vendor tab

΋΋
Step 4 To assign the incident to a vendor support group, select the vendor company, organization, and group.
Note If you select a vendor company, organization, and group, the application sends email notification to the
vendor. Otherwise, you must communicate with the vendor as appropriate.
Step 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.
Step 6 Enter any other information you need to track, such as the vendor incident number.
Step 7 Click Save.

CTA-1 4-29
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.
Working with tasks
You can assign tasks to one or more people without changing the assignment of the incident.
Creating tasks
You can create tasks for open incidents, as appropriate.
To create a task
Step 3 Click the Tasks tab. The Tasks tab displays tasks associated with the incident.
Figure 4-21 Tasks tab
◌ׄ
Step 4 Click Create. The Task form appears.

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Figure 4-22 Completed Task form
Step 5 Type a brief description of the task in the Name field. The task name appears in the summary on the
Tasks tab, as well as in notification messages.
Step 6 Type a detailed summary of the task to be performed in the Summary field.
Step 7 Complete other fields on the form, as appropriate.
Step 8 To record work information for this task:
a. ΋΋
On the General tab, click Create Work Info. The Work Info form appears.
Figure 4-23 Completed Work Info form
b. Complete the form, as described in the “Adding work information” section on page 2-19.
c. Click Save.
Step 9 Click Save again.

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The task is assigned based on the location and organization. Notification is sent to the task assignee.
Manually assigning a task

You can manually set the assignment for any task, if appropriate.
To assign a task
Step 2 Open a task, as described in the “Creating tasks” section on page 4-30.
Step 3 On the Task form, click the Assignments tab.
If you manually assign the task when creating the task, the Assignment and Dates tabs are combined as
the Assignment/Dates tab.
Figure 4-24 Completed Assignment tab
΋΋
Figure 4-25 Completed Assignment/Dates tab
Step 4 Select the company, organization, assignee group, and assignee.

Step 5 If appropriate, schedule the start and end dates.
Step 6 Click Save.
Recording work performed on tasks

You might be assigned tasks to perform for incidents not assigned to you. When a task is assigned to
you, notification is sent to you.

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To record work performed on a task
Step 3 Click the Tasks tab.
Step 4 Select the task.
Step 5 Click View. The Task form appears.
Figure 4-26 Assigned task
◌ׄ
Step 6 Select the appropriate status.

Tasks can be staged, assigned, pending, work in progress, waiting, closed, or bypassed.
Note The waiting status is used only for automatic tasks, which are not applicable to incident management.
Step 7 Select the appropriate status reason.

If you close the task, you must select whether you are canceling the task or completing it as a success or
failure.

CTA-1 4-33
Investigating and diagnosing an incident
Figure 4-27 Tracking effort on the Assignment tab
Step 9 To track effort spent on the task:

• When you start working on the task, click Start Clock.
• When you stop working on the task, click Stop Clock.
• To record additional details about the effort, to manually record time spent working on a task, or to
view details of past effort, click Effort Log. The Task Effort Log dialog box appears. Close the
dialog box when you are finished.
Step 10 Click the Work Info tab.

Step 11 Complete the Work Info tab, as described in the “Adding work information” section on page 2-19.
Step 12 Click Save.

΋΋
In this activity, you search existing information to identify a possible solution. After you identify the
possible solution, you can resolve it, as described in “<zXRefBlue>Resolving an incident” on page 44.
If the incident cannot be resolved or a root cause analysis is required, the incident can be escalated to
Problem Management. You can launch a problem investigation in conjunction with the incident to
discover the root cause and solution. Keep in mind that the incident is managed as a separate process,
and remains open until it is resolved.
The following topics describe work you might perform while investigating and diagnosing an incident:
• “Viewing an incident”
• “Adding work information”
• “Searching for a solution”
• “Recording the cost of working on an incident”
Viewing an incident
You can view an incident from the Assigned Work area.
To view an incident
Step 1 In the Assigned Work area, select the incident.

Step 2 Click View. The Incident form appears.

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Figure 4-28 Incident at investigation and diagnosis stage
Fields on the form display the incident status and information that has been collected about the incident.
Process flow status
As the incident moves through its life cycle, ΋΋

the Process Flow Status area displays the current stage of
the incident. In Figure 4-28 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 the “Process flow and the life cycle of an
incident request” section on page 1-5.
Service Level Management (SLM)
If SLM is installed, the Incident form displays both overview and in-depth information about the incident
in relation to applicable service targets.
The SLM Status area shows whether the incident breaches service targets defined in SLM, as described
in Table 4-5. An incident can have service targets for response time and resolution time.
Table 4-5 Service targets indicator colors and SLM status
Color SLM status Description

Green Within the Service Target Incident does not violate the
conditions of the service targets.
Yellow Service Target Breached At least one service target has been
breached.

CTA-1 4-35
Table 4-5 Service targets indicator colors and SLM status
Color SLM status Description

Red All Service Targets The terms of all service targets
Breached have been breached.
Gray No Service Target Assigned Incident has no applicable service

targets.
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.
Note 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 4-29 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.
Viewing alarm status

To view the status of an alarm, perform the following steps:

Step 2 In the Assigned Work list, select an incident, and then click View.

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Step 3 Click the Alarm tab.

Step 4 Select an alarm, and then click Details.
The Alarm (Modify) form appears, including alarm details such as Alert Information, History, and
System Information.
Figure 4-5 Alarm form
΋΋
Step 5 Click Close.
Splitting alarms
Step 3 Click the Alarms tab.
Step 4 Select the alarm you wish to split out into its own incident.
Step 5 Click Split Alarm button.
Step 6 Dialog box appears asking you if you are sure you want to split alarm. Click Yes.
Step 7 The Correlate alarms window opens.
Step 8 Choose the alarm from the list, and click Correlate button.

CTA-1 4-37
Step 9 New ticket is created and you have to fill out the new ticket form.
Merging incidents
Step 2 Open an incident you wish to use as the primary incident.
Step 3 Click the Alarm tab.
Step 4 Click Merge Incidents button.
Step 5 Set the Service Type to infrastructure event.
Step 6 From the list of incidents, select an incident and click Select. You can only merge one incident at a time.
Step 7 Repeat these steps to merge other tickets to this same primary if necessary.
Searching for a solution

You can perform a quick search of the solution database for information that might help resolve the
current incident.
To search the solution database:

΋΋
Step 1 From an open an incident for which you would like to search the solution database, click the
Relationships tab.
Step 2 At the bottom of the window, click the Request Type drop down list, and choose Solution Database.
This will display the Known Error/Solution Search window.
Step 3 Enter the applicable search criteria for this search.
Note You must enter at least one criterion to perform a search of the database.
Step 4 Click the Search button in the middle of the window. The search results will appear in the Solution table.
Step 5 To view a solution, double-click its entry in the table.
Step 6 To close the Solution, click the Close button in the solution window.
Step 7 If a solution can be related to the current incident, click on it to select it, click on the Relationship Type
drop down list and select Related to.
Step 8 Click Relate With Solution.

Step 9 When the confirmation window appears, click OK.

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Searching Comprehensively for a Solution

You can perform a broader search for information that might help resolve the current incident. You can
search for this information in other incidents, problem investigations, known errors, and solution
database entries.
To search for a solution
Step 3 In the navigation pane, choose Functions > Incident Matching. The Incident Matching dialog box
appears.
Step 4 Select the appropriate check boxes to search for incidents, problem investigations, known errors, or
solution database entries.
Step 5 To search using the incident’s operational categorization, in the Search By Operational Categorization
area, click Current Operation.
The operational categorization fields populate with the current incident’s operational categorization.
Step 6 To search using the incident’s product categorization, in the Search By Product Categorization area,
click Current Product. The product categorization fields populate with the current incident’s product
categorization.
Step 7 To further filter the search results, you can specify the other fields in the search criteria pages.
Matching incidents, problem investigations, known errors, and solutions are listed in the tabs at the
bottom half of the dialog box. ◌ׄ
Figure 4-30 Incident Matching dialog box displaying search results

CTA-1 4-39
Step 9 To view details of a matching record, perform the following steps:

a. On the bottom half of the screen, click the appropriate tab, such as the Known Errors tab.
This tab lists matching records, such as matching known errors.
b. Select the appropriate record.
c. On the top half of the screen, click the appropriate Search and Solution tab, such as the Known
Error Search and Solution tab, then within that tab click the solution tab, such as the View Known
Error Solution tab. This tab displays details of the selected record.
Step 10 If the record resolves the current incident, from the Relationship Type list, select Resolved by.
Step 11 To relate the record and copy the solution to the resolution of the incident, click Relate with Solution.
Step 12 Alternatively, to relate the record without the solution, click Relate Without Solution.
Step 13 If a solution or work-around is available, then continue with the “Moving the incident to the resolution
stage” section on page 4-40.
Moving the incident to the resolution stage

When you find a possible solution or work-around for the incident, you are ready to move it to the
resolution stage.
To move the incident to the resolution stage using the Resolution tab in an incident:
Step 1 From the Incident Modify window of an open incident, click the Resolution tab.
Step 2 ΋΋
Enter information about the resolution in the Resolution field under Resolution Details.
Step 3 Enter any other appropriate information about the resolution in the fields provided. To auto-populate the
Resolution Product Categorization from the incident form, click the Set from Classification button.
Step 4 Click Save.
To move the incident to the resolution stage using the Process Flow Status area:
Step 3 In the Process Flow Status area, in the Investigation and Diagnosis box, choose Next Stage >
Resolution and Recovery.

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Figure 4-31the appropriate product categorization.Selecting resolution

and recovery
Product categorization is bas ed on a five-tier hierarchy that is defined in the Product Catalog
a. Select
configuration form.
b. Select the appropriate resolution categorization.

c. Click Save.
Recording the cost of working on an incident

.
You can record the cost involved in working on an incident on the Financials tab of the Incident form.
To record the cost of working on an incident
The Modify Incident form appears, displaying the required and optional fields to move the incident to
Step 1 On the Incident Management console, click the Support Console tab if it is not selected.the resolution and recovery stage.

Step 3 Click the Financials tab.
Figure 4-32 Completed required fields on Modify Incident form
Step 4 Click Create. The Costs form appears.
Figure 4-1 Completed Costs form
΋΋
Step 4 If the incident is not assigned, the Modify Incident form also prompts you to assign the incident.
Step 5 Type the proposed resolution in the Resolution field.
Step 6 Summarize the work you performed to find the proposed resolution by completing the fields in the Add
Work Info area.
Step 7 To prevent changes to this record of your work performed, change the Locked status to Yes.
Step 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.
Step 9 To complete recommended optional information:

a. Click the Optional Information tab.

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Figure 4-33 Completed optional information
b. Select the appropriate product categorization.

Product categorization is bas ed on a five-tier hierarchy that is defined in the Product Catalog
configuration form.
c. Select the appropriate resolution categorization.

d. Click Save.
To move the incident to the resolution stage using the Resolution tab in an incident:
◌ׄ
Step 1 From the Incident Modify window of an open incident, click the Resolution tab.
Step 2 Enter information about the resolution in the Resolution field under Resolution Details.
Step 3 Enter any other appropriate information about the resolution in the fields provided. To auto-populate the
Resolution Product Categorization from the incident form, click the Set from Classification button.
Step 4 Click Save.
Recording the cost of working on an incident
You can record the cost involved in working on an incident on the Financials tab of the Incident form.
To record the cost of working on an incident
Step 3 Click the Financials tab.
Step 4 Click Create. The Costs form appears.

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Figure 4-34 Completed Costs form
The Cost Category field is set to Incident. This indicates the form from which you are entering the
charge. You cannot change this value.
Step 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.
Step 6 From the Cost Classification list, select either Actual or Budget.
Step 7 In the Related Cost field, type the rate, and select the currency from the list.
Step 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.
Step 9 Click Save. The totals for budgeted and actual costs appear at the bottom of the table.
Step 10 Repeat steps 4 through 9 for each cost associated with the incident.
Changing the status of an incident

To change the state of an incident, perform the following steps:

CTA-1 4-43
Resolving an incident
Step 2 In the Assigned Work list, select an incident, and then click View.
Step 3 In the Status field, click the button, and then select the appropriate status for the incident. If the state is
being changed to Pending, you must enter a date for the incident to revert to the previous state.
Step 4 In the Status Reason field, click the button, and then select an option from the list.
Step 5 Click the Work Info tab and make a worklog entry for this incident about the status change.
Step 6 Click Save.
Step 7 Close the Incident (Modify) form.
The main purpose of this activity is to resolve and recover from the service disruption to enable the
customer to resume work.
To resolve an incident
Step 3 In the Process Flow Status area, in the Resolution and Recovery box, choose Next Stage > Incident
Closure. The Modify Incident form appears.
΋΋
Figure 4-35 Modify Incident form
The Resolution field shows the resolution that was proposed when the incident was moved to the
resolution and recovery stage.
Step 4 If appropriate, change the resolution.

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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.
Step 5 Select the appropriate status reason.

The status reason can indicate action required before the incident is closed.
Step 6 In the Add Work Info area, specify the work performed to resolve the incident.
Step 7 You can click the Optional Information tab to enter additional information as follows:
e. 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.

f. In the Resolution Categorization area, select either:
– Actions taken to resolve the incident.
– Service categories of the underlying causes.
Figure 4-36 Completed Optional Information tab
◌ׄ
Step 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.

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Figure 4-37 Selecting CI unavailability to update
• To update the CI unavailability, for example, if the CI is now available, click Update. For details on
CI unavailability, see the “Recording CI unavailability” section on page 4-19.
• To continue resolving the incident without updating the CI, click Close and Continue Save.
• To return to the Incident form without saving, click Close and Cancel Save.
Step 9 If appropriate, you can complete additional fields on the Resolution tab of the Incident form as follows.
Table 4-6 Fields on the Resolution tab

Resolution Method Method to resolve the incident, such as Service Desk
΋΋ assisted.
Cause Cause of the incident.
Step 10 If you complete additional fields on the Incident form, remember to click Save to save your changes.
Step 11 If appropriate, publish the resolution into the solution database, as described in the “Creating known
errors and solutions” section on page 4-54.
Entering isolation information

To enter isolation information in an incident, perform the following steps:
Step 3 Click the Classification tab.
Step 4 Under the Reporting Information heading, select the appropriate type from the Isolation drop down list.

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Creating a problem investigation from an incident

If you are not able to resolve the incident, you should escalate it to the problem management process.
For example, root cause analysis might be required to identify the underlying problem. If you have
access to Problem Management, you can create a problem investigation from an incident.
If the incident is still open when the related problem investigation is completed, the assignee is notified.
If the problem investigation results in a known error, the incident assignee is notified when a
work-around or permanent solution is found.
To create a problem investigation from an incident
Step 3 In the Process Flow Status area, in the Resolution and Recovery box, choose Generate Problem.
Figure 4-38 Selecting Generate Problem
΋΋
A Problem Investigation form appears. The Description, Impact and Urgency, Product and Service
Categorization, and Resolution fields from the incident are copied to the problem investigation. A
relationship is created between the problem investigation and the incident.
Figure 4-39 Problem investigation generated from incident

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Step 4 Complete the Problem Investigation form.

For information about recording problem investigations, see the BMC Remedy Service Desk: Problem
Management 7.0 User’s Guide.
Step 5 Click Save.
Creating infrastructure change from an incident

If infrastructure change is required to permanently resolve the incident, you should initiate the change
management process. If the Change Management application is installed and you have permission to use
the Change Management application, you can create an infrastructure change from an incident.
If the incident is open when the change is completed, the assignee is notified.
To create infrastructure change from an incident
Step 3 In the Process Flow Status area, in the Resolution and Recovery box, choose Generate Change.
A Change Request form appears. The Product and Operational Categorization are copied from the
incident to the infrastructure change. A relationship is created between the change and the incident.
Figure 4-40 ◌ׄ

Change generated from incident
Step 4 Complete the Change Request form.

For information about recording change requests, see the BMC Remedy Change Management 7.0 User’s
Guide.
Step 5 Click Save.

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Closing an incident
Reopening a resolved incident

If the recorded resolution did not resolve the incident, you can reopen the incident. This moves the
incident back to the resolution and recovery stage.
Note If the incident is closed, 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.
To reopen a resolved incident
Step 3 In the Process Flow Status area in the Closure box, choose Reopen.
The incident moves back to the resolution and recovery stage, and the status changes from Resolved to
In Progress.
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.
To close an incident
Step 3 Review the Incident form to make sure that it is complete and accurate.

CTA-1 4-49
Closing an incident
Figure 4-41 Incident being reviewed for closure
Optional fields include:

• Status Reason—If appropriate, select Infrastructure Change Created.
• Closure Source—This list is located on the Resolution tab. Select Support Agent. If the customer
closes an incident from the Request console, this field is set to Customer. The system might be
configured to close an incident a number of days after the incident is resolved; when this happens,
the Closure Source value is System. ΋΋
• Satisfaction Rating—Select the customer’s reported satisfaction with the handling of the incident.
Step 4 In the Process Flow Status area, in the Incident Closure box, choose Close.
The status to now set to Closed. If the incident was broadcast, the broadcast is removed.
Step 5 Click Save.
Closing external tickets

To mark a related external ticket as closed by a third party from within an open incident, perform the
following steps:
Step 1 Click the External Tickets tab.

Step 2 Click the external ticket in the list that you wish to close, and then click Modify.
Step 3 Click the radio button “Closed” for External Ticket Status.
Step 4 Ensure that all of the required fields are populated. Required fields have their titles bolded.
Step 5 Click the Save button.

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Working with mass incidents
To mark a related external ticket as closed by a third party if you are not in an incident, perform the
following steps
Step 2 Under the General Functions menu, click Search External Ticket.
Step 3 Enter the information you know about the external ticket, and click Search.
Step 4 From the list of matching external tickets, double click the ticket you wish to close.
Step 5 Click the radio button “Closed” for External Ticket Status.
Step 6 Click Save at the top of the window.

To work with mass incidents, you must first run a search of incidents to produce an Incidents Matching
table that includes all of the incidents you wish to select for mass handling. Only incidents present in an
Incident Matching table can be multi-selected.
The most common situations that require dealing with mass incidents are:
• When a single customer has an incident that generates a large number of incidents
• When a carrier has an incident that generates a large number of tickets across multiple customers
The general process for both is the same, select incidents and assign them to the mass outage group.
Where they differ, however, is in the details ofׄ the selection procedure. Once incidents are selected,
◌
updates are handled the same way for both types of situations.
Mass incident selection and assignment for single customer mass outage
To make a mass selection and assignment for a single customer mass outage:
Step 2 Under the General Functions menu, click Search Incident.
Step 3 In the Incidents (Search) form, use the Company*+ drop down list to select the name of the company
suffering the mass outage.
Note You can further narrow the search by selecting more detailed search criteria, such as selecting values for
the Product Categorization under the Classification tab, if they are known.

Step 5 In the Incidents Matching table, you can Shift+ or Ctrl+ click multiple incidents to select the incidents
you which you wish to handle in mass.
Step 6 Once you have the incidents selected, use the menu bar to select Actions > Modify All.
Step 7 A warning will appear about using the Clear All function, click OK.

CTA-1 4-51
Step 8 Under the Assignment table, select values for the Support Company, Support Organization, and Assign
Group (typically the Mass Outage Group).
Warning Do not make any changes to fields you do not wish to change. Any change to a field will be saved for
all incidents that were selected, even if it was a single character that was backspaced out. If you
accidently make any change in a field that you didn’t intend to change, cancel out of the process and
start over with another search.
Step 9 Click the Save button in the upper right corner of the window.
Step 10 Click Yes to continue.
Step 11 View the Incidents Matching table to verify that the incidents you selected earlier are now italicized,
indicating that they have been modified since the table was last refreshed.
Step 12 Press the F5 button to refresh the table, and verify the modifications you made.
Mass incident selection and assignment for multiple customer mass outage
To make a mass selection and assignment for a multiple customer mass outage:
Step 3 In the Incidents (Search) form, use the Classification tab to select product categorization information to
help narrow the search, if possible.
΋΋
Step 4 Click the Date/System tab.

Step 5 Click the Advanced button at the upper right of the Incidents (Search) form. This will open the advanced
search query builder at the bottom of the window.
Step 6 Click on the Fields drop down list in the advanced search query builder.
Step 7 Highlight Fields > More... > Reported Date+
Figure 4-42 Building advanced search queries
Step 8 In the Search Criteria field in the query builder, use the query operator buttons to build a query that
narrows your search. For example:
'Reported Date+' > "10/10/07 00:00:00" AND 'Reported Date+' < "10/12/07 12:00:00"
This query will search for all incidents that occurred between midnight on 10/10/07 and noon on
10/12/07, along with any other fields you entered search criteria for under the tabs. Make sure search
values for fields are enclosed in double quotes using the button provided in the tool.
Step 9 Click the Search button located in the upper right corner of the window.

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Step 13 Under the Assignment table, select values for the Support Company, Support Organization, and Assign
Group (typically the Mass Outage Group).
Mass incident updates

To make a mass selection and updates to incidents:
므◌‫ׅ‬
Step 3 In the Incidents (Search) form, use the Classification tab to select product categorization information to
help narrow the search as necessary to find all of the incidents to which you wish to perform an update.
At this point the incidents should already be assigned to the Mass Outage Group, so a search of incidents
assigned to this group would give you a comprehensive list of results.
Step 4 Click the Search button located in the upper right corner of the window.
Step 8 Make updates to whatever fields are necessary.
Step 9 Click the Work Info tab and make a worklog entry for the selected incidents about what was updated.
Step 10 Select values for the Locked and View Access fields. These values are mandatory.

CTA-1 4-53
Creating known errors and solutions

If the incident resolution is a known error or a good candidate for the solution database, you can propose
an entry.
Creating a known error from an incident

If you have access to Problem Management, you can create a known error from an incident.
To create a known error from an incident
Step 3 In the navigation pane, choose Create Other Requests > Create Known Error The Known Error form
appears. The relevant details from the incident are copied to the known error.
΋΋
Figure 4-43 Known error created from incident
Step 4 Complete the Known Error form, as described in the BMC Remedy Service Desk: Problem Management
7.0 User’s Guide.
Step 5 Click Save.

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Creating a solution database entry from an incident

If you have access to Problem Management, you can publish the resolution from an incident into the
solution database.
To create a solution entry from an incident
Step 3 Click the Resolution tab.
Figure 4-44 Incident form open to the Resolution tab
껠΋
Step 4 Click Create and Edit Solution.The Solution form appears. The resolution details are already copied
into the form.

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Figure 4-45 Solution created from incident
Step 5 Edit the form as required.

Step 6 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.

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CHAPTER 5
Working with Incident Management as a
manager
This section describes functions that are available to managers. An individual is defined as an incident
manager by giving the user the functional role of incident manager or Support Group Manager for the
support groups to which he or she belongs. For details, see the BMC Remedy IT Service Management 7.0

• “Understanding the Manager Console tab”
• “Managing assignments”
• “Reopening a closed incident”
• “Understanding SLM calculations”
΋΋
• “Understanding notifications”
• “Viewing the audit log”
Understanding the Manager Console tab

With Incident Management version 7.0, managers now have a separate console. This console includes:
• Navigation pane—Provides display filters, links to functionality, and links to other applications.
• Search Criteria area—Used to search for assigned work.
• Broadcast area—Displays broadcasts and provides broadcast functionality. For details, see the
Broadcasting messages, page 2-22.
• Assigned Work area—Displays a summary of assigned incidents.

• Flashboards area—Provides a high-level graphical overview.

CTA-1 5-1
Chapter 5 Working with Incident Management as a manager
Managing assignments
Figure 5-1 Incident Management console—Manager Console tab
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.
An incident can be assigned to an individual or a group.

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Viewing unassigned incidents

An incident can be assigned to your support group without being assigned to an individual. View the
unassigned incidents, then assign them as described in the “Assigning an incident” section on page 5-3.
To view unassigned incidents
Step 1 On the Incident Management console, click the Manager Console tab if it is not selected.
Step 2 From the navigation pane, perform one of the following steps:
• Choose Console View > Select My Groups > Show Unassigned.
• Choose Console View > All My Groups > Show Unassigned.
Step 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.
Figure 5-2 My Group Selection dialog box
΋΋
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 the “Reassigning an incident” section on
page 4-25.
To assign an incident

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Figure 5-3 Completed Assignment tab
Step 4 Select the appropriate assignee or support group.

Step 5 Click Save.
Monitoring an incident's status

You can monitor an incident’s status through process flow, the Status field, and the assignment log.
Process flow indicates the current stage and state of an incident. The Status field provides additional
information. The assignment log indicates the history of assigned work that has been performed on the
incident.
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.
Figure 5-4 Process Flow status area
For additional information, see the “Process flow and the life cycle of an incident request” section on
page 1-5.
Status field
The Status field changes during the life cycle of the incident.

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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 log
The assignment log displays a list of all the groups and individuals that were 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.
΋΋
Figure 5-5 Incident Assignment Log dialog box
There are three types of assignment logs:

• Initiated—This assignment log is generated by the application when the incident is submitted. It
indicates who generated the incident and how long it took for the incident to be submitted to the
application.
• Assigned—This assignment log is generated by the application when the incident is reassigned or
resolved.

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Reopening a closed incident
• Assisted—This assignment log is manually generated when a user follows the procedure described
in the “Recording time worked on an incident” section on page 4-24. It tracks the amount of time
spent by an individual who assisted with the incident, but who was not officially assigned to the
incident.
The fields for Group Transfers, Individual Transfers, and Total Transfers track the reassignments of the
incident.
Reopening a closed incident

If you are a support group lead or support group manager, you can reopen closed incidents that your
support group owns. If you have Incident Master permission, you can also reopen incidents owned by
other support groups.
If an incident is resolved, but not yet closed, anyone with access to the incident can reopen it, as
described in the “Reopening a resolved incident” section on page 4-49.
To reopen a closed incident
Step 3 In the navigation pane, choose Functions > Reopen Incident.
This creates a new incident, copying information from the closed incident to the new incident, and
defining a relationship between the two incidents.
Step 4 Make any required changes to the new incident.

΋΋
Step 5 Click Save.
Understanding SLM calculations

From the Incident form, you can view incident service targets defined in SLM, as described in the
“Viewing an incident” section on page 4-34. Service targets can be defined in SLM for response time,
and resolution time. Service targets for an incident can be determined by related CIs, product and service
categorization, and many other criteria.
The service target response time applies when an incident is recorded from an email, fax, voicemail, or
web self-serve request. In this case the Responded Date is blank until someone indicates that the incident
has been responded to (in the Responded field next to the SLM status indicators). When support staff
record an incident, the Responded Date is set to the date that the incident is recorded.
In general, the service target resolution time is calculated from when the incident is recorded until it is
resolved. The following scenarios can affect the calculated resolution time:
• When an incident is in a pending state, it might not be included in SLM calculations, depending on
the Status Reason.
• When a resolved incident is reopened, the SLM calculations account for time spent in the resolved
state.

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Understanding notifications
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 the “Notifications
defined in SLM” section on page 5-7.
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.
The following scenarios are examples of notifications sent from Incident Management:
• Customers are notified by email when the incident is resolved. The email includes the resolution.
• The incident owner is notified when an incident is resolved, if the assignee group is different from
the owner group.
• The Problem assignment group or assignee is notified when a solution entry is created from an
incident.
Assignees of incidents related to problem investigations, known errors, and change requests can receive
notification from Problem Management or Change Management. See the BMC Remedy Service Desk:
Problem Management 7.0 User’s Guide and BMC Remedy Change Management 7.0 User’s Guide for
details.
΋΋
Notifications defined in SLM
Notifications can also be sent out based on milestone actions that are defined 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
the “Understanding SLM calculations” section on page 5-6.
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.
Viewing the audit log

You can view field changes and notifications for the incident. The application generates an audit entry
when notifications are sent, and also when the record is modified; it creates an audit entry for each field
and relationship that is modified. The Login ID of the individual making the change appears next to the
audit entry.

CTA-1 5-7
Viewing the audit log
To view the audit log
Step 3 In the navigation pane, choose Functions > View Audit Log. The Incident Audit Log dialog box
appears. Changes to fields appear on the Form Audits tab.
Figure 5-6 Incident Audit Log dialog box
Step 4 To filter the list, select the appropriate audit type.

΋΋
The Audit Type list provides selections for fields, such as Status, and groups of related fields, such as
Key Dates. The filter displays audit records for changes to the selected field or fields.
Step 5 To see notifications, click the Notification Audits tab.

All notifications that are sent from an incident are audited. The notifications appear on the Notification
Audits tab.

5-8 CTA-1
CHAPTER 6
Managing configuration items
A configuration item (CI) is any component of an infrastructure, for example, hardware or software
components, a service, an inventory location, a network (LAN or WAN), and so on.
You can use the information in CIs to diagnose user problems or to determine if a change to a CI or the
IT infrastructure must be made. For example, if a user calls in with a printing problem, a staff member
can check to see if the printer (CI) is down or in repair.
To record information against CIs, such as CI unavailability or relating an incident to a CI, the CI must
be recorded in the CMDB. If you do not have BMC Remedy Asset Management, then Incident
Management provides limited ability to manage CIs and inventory.
Note This functionality is available whether or not BMC Remedy Asset Management is installed. If you have
BMC Remedy Asset Management, you have access to additional functionality, as described in BMC
΋΋
Remedy Asset Management 7.0 User’s Guide.

• “Creating a CI”
• “Managing inventory”
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”

• “Creating a bulk inventory CI”
• “Creating an inventory location CI”

CTA-1 6-1
Chapter 6 Managing configuration items
Creating a CI
Creating a computer system CI

The following procedure is an example of creating a computer system CI. For creating other types of
CIs, the general procedure is similar, with the exception of specific fields on the CI form.
To create a computer system CI
Step 1 From the navigation pane in the Incident Management console, choose General Functions > Manage
CIs. The Select a CI Type dialog box appears.
Figure 6-1 Select a CI Type dialog box
Step 2 From the CI Type list, select System > Computer System.
Step 3 Click Create. The Computer System form appears.
΋΋
Figure 6-2 Completed Computer System form
Step 4 In the CI Name field, type a name for the CI.

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Creating a CI
When creating a CI name, you should follow a consistent naming convention. According to ITIL
guidelines, identifiers should be short but meaningful, and for hardware, not based on supplier device
names. For example, the name could include an indicator of the CI’s function (such as “Workstation” or
“Monitor”) followed by a numeric code, such as MONITOR100.
Step 5 In the CI ID field, type a unique alphanumeric value for the CI.
Step 6 Specify whether the CI is supported by selecting Yes or No from the Supported list.
Step 7 Select the company to which this CI belongs.
Step 8 From the Primary Capability and Capability lists, select the roles this CI performs in your company’s
topology.
Step 9 Select a status from the Status list.

The default value is Ordered. You can select one of the following options.
Table 6-1 Status options
Status Description
Received The CI was received in shipping.
Being The CI is being assembled.
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.
Step 10 Select what impact or urgency this CI will have if it goes down.
Step 11 In the Users Affected field, specify the number of people who use this CI or will be affected if it goes
down.
Step 12 Complete the other fields in this area.

CTA-1 6-3
Creating a CI
Table 6-2 Field options

Tag Number The CI tag number. This is the number
usually placed on the product by a
member of your IT department to track
the CI.
Serial Number The CI serial number.

Part Number The CI part number.
System Role The role this CI plays in your company.
Status Reason The reason this CI has the status it does.
Step 13 Click the General tab.

Step 14 Categorize your CI using the lists and fields in the Product Categorization area.
Step 15 Specify the location of the CI using the lists and fields in the Location area.
Step 16 Enter the dates of the CI in the Lifecycle area.
Step 17 Click the Specifications tab.
Step 18 Add additional information about the CI.
Step 19 Click Save.
΋΋
Creating a bulk inventory CI

Use the following procedure to create bulk inventory CIs.
To create a bulk inventory CI
CIs. The Manage CI Information dialog box appears.
Step 2 From the CI Type list, select Inventory > Bulk Inventory, and click Create. The Bulk Inventory form
appears.

6-4 CTA-1
Creating a CI
Figure 6-3 Completed Bulk Inventory form
Step 3 Complete the following required fields.
Table 6-3 Required fields

CI Name Enter the name of the bulk inventory
΋΋ item, for example, Microsoft Windows
XP.
Tier 1, Tier 2, and Tier 3 Categorize the item.

Received Quantity Enter the number of items received.
Step 4 Click Save.
Creating an inventory location CI

The following procedure uses the example of creating a location CI. Location CIs can be used when
managing inventory. Use them to indicate where bulk inventory and other CIs are located.
To create a location CI
CIs. The Manage CI Information dialog box appears.
Step 2 From the Type list, select System > Inventory Location, and click Create. The Inventory Location
form appears.

CTA-1 6-5
Managing inventory
Figure 6-4 Completed Inventory Location form
Step 3 In the CI Name field, enter the location name.

Step 4 Complete the other, optional fields.
Step 5 Click Save.
΋΋
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 the “Creating a CI” section on page 6-1.
After items are in inventory, you can use the Manage Inventory function to view, relocate, and reserve
and use CIs and bulk inventory items.
Viewing inventory locations

You can view the location of inventory from the Manage Inventory dialog box.

6-6 CTA-1
Managing inventory
To view inventory locations
Inventory. The Manage Inventory dialog box appears.
Figure 6-5 Search results in the Manage Inventory dialog box
΋΋
Step 2 Enter your search criteria, and click Search. Results matching your search criteria appear in the table.
Step 3 Select a CI or bulk inventory item from the table, and click View Location. The Inventory Location
form appears.
Figure 6-6 Inventory Location form
Step 4 View the CIs in the inventory.

CTA-1 6-7
Managing inventory
Step 5 Click Close.
Relocating CIs
You can relocate CIs or bulk inventory items from one location to another.
To relocate assets
Step 2 Search for inventory in the current location.

Step 3 Select the CI or bulk inventory item you want to relocate, and click Relocate CIs. The Search Inventory
Locations dialog box appears.
Figure 6-7 Search Inventory Locations dialog box displaying results
΋΋
Step 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.
Step 5 Select the location where you want to relocate your CI.
Step 6 In the Quantity field, enter the number of CIs you want to relocate.
Step 7 Click Relocate.
Reserving and using inventory

You can reserve and use the CIs and bulk inventory items that are in inventory.

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Managing inventory
To reserve and use inventory
Step 2 Select the CI or bulk inventory item you want to reserve and use.
Step 3 Click in the Transaction Qty column and enter the number of assets or bulk inventory items you want
to use.
Figure 6-8 Manage Inventory dialog box with transaction quantity
Enter the number of

assets you want to
use, and click
Reserve/Use
Inventory. ΋΋
Step 4 Click Reserve/Use Inventory.

The number of CIs or bulk inventory items in the Qty in Stock column is reduced by the number reserved
and used.

CTA-1 6-9
Managing inventory
΋΋

6-10 CTA-1
GLOSSARY
This glossary contains terms for all of the ITSM applications.

For a list of AR System terms, see the glossary in BMC Remedy Action Request System 7.0 Concepts guide. For a list of CMDB
terms, see the glossary in BMC Atrium CMDB 2.0 Concepts and Best Practices Guide.
accelerated depreciation
Any method of depreciation that allows greater deductions in the earlier years of a CI’s life cycle. See also depreciation and
configuration item (CI).
access permission
See permission group.
action
A mechanism, such as an alert or a Set Fields action, for making sure that SLM commitments are met. You can define one or
more actions that will be associated with a milestone.
΋΋
administrator
See application administrator.
Administration console
See Application Administration console.
agreement
A documented understanding between two parties. An agreement can be one of three types: service level agreement,
operational level agreement, or underpinning contract. See also service level agreement (SLA), operational level agreement
(OLA), and underpinning contract (UC).
agreement owners
A feature that allows you to select which individuals or groups of people to notify at certain times, for example, when an SLA
is at risk or when an SLA is going to expire.
application administrator
An individual responsible for the management of the ITSM applications, including setting up forms, setting access rights for
users, and creating configurations.
Application Administration console
The main interface for configuring ITSM applications. The console works like a control panel from which administrators can
perform common configuration activities and activities specific to different ITSM applications and subsystems.

CTA-1 GL-1
Glossary
approval
A process that generates electronic signature lines for items that require approval, and tracks who has approved or rejected a
given request.
asset manager
The manager responsible for both strategy and day-to-day CI management functions, for example, updating CIs and
configurations, running reports, or negotiating contracts.
assignee
The person assigned the responsibility of working on any of the following activities: change request, incident ticket, problem
investigation, known error, solution database entry, and so on.
assignment
Automatically or manually assigning a group or individual the responsibility of resolving an issue or request. ITSM
applications use the Assignment form for group automatic assignment and the Assignment Engine for individual automatic
assignment.
audit schedule
A schedule used to perform periodic audits that check for differences between the information in the CI database and the CIs
that are deployed in the company.
availability service target
΋΋
A service target that measures the time that an asset or service is available or unavailable. This service target applies
specifically to data that is tracked in an application based on AR System, such as Asset Management.
BMC Atrium Configuration Management Database (BMC Atrium CMDB)
An infrastructure built on AR System and used to build data models and define datasets.
book value
The value of a CI equal to the purchase cost minus the accumulated depreciation.
broadcast message
An application feature that enables users to create messages that can be viewed by the entire organization or by users in specific
groups.
BSM
See business service management (BSM).
bulk inventory
Assets that you order in quantity, such as power cables.

GL-2 CTA-1
Glossary
bulk items
Items that are not tracked by an individual record for each unit. Bulk items in inventory are tracked by quantities of an item
type. For example, items such as cables do not require individual records but rather, one record for a bulk quantity of the
specific cable type.
Bulk Performance Manager Node
A feature that allows the administrator to add multiple nodes to a service target at one time. This feature is specific to collection
nodes for BMC Performance Manager. See also collection node.
business service management (BSM)
A flexible, comprehensive management approach that links IT resources and business objectives. BSM makes sure that
everything IT does is prioritized according to business impact, and enables IT organizations to proactively address business
requirements.
CAB
See change advisory board (CAB)
CCM
See Change and Configuration Management.
change advisory board (CAB)

΋΋
A group that advises change management on the implementation of significant changes to the IT infrastructure. This group is
often made up of representatives from various IT areas and business units.
Change and Configuration Management
An application feature that proactively manages both IT and business-driven changes, and protects the IT environment. It does
this by using planning and decision-making data contained in a dedicated BMC Atrium CMDB.
change authority
The name of a group with the authority to approve changes. This group can also be called the Change Advisory Board. See also
change advisory board (CAB).
change management
As a concept, the process of planning, scheduling, implementing, and tracking changes to the IT infrastructure, or any other
aspect of service, in a controlled manner. By using change management, you can implement approved changes with minimal
disruption to the business environment.
change manager
A person responsible for filtering, accepting, and classifying all change requests. The change manager is also responsible for
planning and coordinating the implementation of the changes. Sometimes known as a change supervisor.

CTA-1 GL-3
Glossary
change request
The controlled process for the addition, modification, or removal of approved, supported, or baselined hardware, networks,
software, applications, environments, or systems. A change request can involve multiple change activities.
charge-back
The process of charging departments or cost centers for the IT infrastructure required to support their business processes.
charge-back invoice
A detailed list of charges to cost centers, including any charge-back percentage.
charge-back percentage
A percentage used to calculate charge-back costs.
charge-back report
A report used by a cost manager to track information and find entries that might need to be adjusted.
charge-back summary
The total charges made to cost centers, including charge-back percentage. For split cost centers, it also provides information
about how charges are allocated for source cost centers and target cost centers.
CI
See configuration item (CI).

΋΋
CI browser
A component of ITSM. The CI browser lets you search for and view CIs and their relationships.
CI unavailability
The downtime of a CI.
CI unavailability record
The time when a CI is either partially or completely unavailable to perform its required function. CI unavailability records can
be broadcast or related to other records.
class
Metadata in the BMC Atrium CMDB that defines a type of object, usually a configuration item (CI) or relationship.
client tier
The architecture level where AR System clients operate within the multitier system.
CMDB
See BMC Atrium Configuration Management Database (BMC Atrium CMDB).

GL-4 CTA-1
Glossary
collection node
The data source for the information that is forwarded to the collection points. Some examples of data sources are BMC
Performance Manager Classic, BMC Performance Manager Express, BMC Application Response Time, and SNMP data
sources.
collection point
The component in the SLM application that is responsible for collecting the data. You can add multiple collection points with
different port numbers.
collector
The component in the SLM application that manages the collection points and retrieves data.
Company field
A field in ITSM that controls multi-tenancy. It shows only data for the companies for which you have permission. See also
multi-tenancy.
compliance at risk target
A target (such as 99.5 percent) that identifies when the agreement's compliance reaches a point that is nearing a breach state
and should be identified as a potential risk. See also compliance-only service target and compliance service target.
compliance-only service target

΋΋
A service target that enables you to access data already processed by another product for use in compliance calculations. Using
the compliance-only service target, SLM calculates compliance results at the agreement level only, by accessing service target
results that were already processed by another application. See also compliance at risk target and compliance service target.
compliance service target
A target (such as 99 percent) that tracks the performance of the agreement to see the percentage of time the agreement was met
over specific time periods. See also compliance at risk target and compliance-only service target.
configuration
Sets of CIs that are required by different groups of people in the company.
configuration catalog
A feature of Asset Management that stores your standard configurations (such as a standard desktop, laptop, server, and so on)
for management purposes.
configuration item (CI)
An infrastructure component or an item associated with the infrastructure that is (or will be) under the control of configuration
management, for example, a Request for Change. A CI can be complex or simple, large or small. CIs can include entire systems
or be a single module or minor component. CIs can also include records of people (users and customers) and locations.

CTA-1 GL-5
Glossary
configuration management
The process of maintaining detailed IT inventory records. It involves identifying and defining the CIs in a system, recording
and reporting the status of all CIs and requests for change, and verifying the completeness and correctness of all CIs. See also
configuration item (CI).
Configuration Management Database
See BMC Atrium Configuration Management Database (BMC Atrium CMDB).
contract
A documented relationship between two parties that identifies details about each party, accounting and budget codes, purchase
cost, and expiration dates, and ties one or more SLAs, OLAs, or underpinning contracts to the interested parties. The contract
also makes it possible to segment and restrict access to the compliance and service target results so that results can be viewed
by contract.
cost center
An entity tracking cost information within an organization. See also split cost center.
cost management
All of the policies, procedures, and deliverables required to fulfil an organization’s costing and charging requirements.
currency code
The three-letter code that represents a currency type, such as USD for United States Dollars.
΋΋
D
dashboard
Web-based, graphical user interface using flashboards where compliance and service target results can be viewed by service
level managers, service delivery managers, other IT professionals, and customers or line of 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.
data provider
An application that loads data into ITSM. This is often a discovery application. See also data consumer.
dataset
A logical group of data in ITSM. A dataset can represent data from a particular source, a snapshot from a particular date, and
so on. The dataset used by BMC products for reconciled production data is named BMC Asset.
decision tree
A step-by-step guide set up by an administrator. It guides the user through a questionnaire and, based on the user’s answers,
completes part of the form for a new incident.

GL-6 CTA-1
Glossary
declining balance depreciation
A method of calculating depreciation in which CIs depreciate at a constant rate per year, accelerated by a factor of 150 percent.
In this method of accelerated depreciation, 150 percent of the straight-line depreciation amount is taken the first year, and then
that same percentage is applied to the undepreciated amount in subsequent years. See also double-declining balance
depreciation.
definitive software library (DSL)
A central repository of approved product dictionary entries (PDEs). See also product dictionary entry (PDE).
dependent change request
A change request that must be completed in sequence, as defined by the change manager.
depreciation
The loss of an asset’s value resulting from the passage of time.
double-declining balance depreciation
A method of calculating depreciation in which CIs depreciate at a constant rate per year, accelerated by a factor of 200 percent.
In this method of accelerated depreciation, double the straight-line depreciation amount is taken the first year, and then that
same percentage is applied to the undepreciated amount in subsequent years. See also declining balance depreciation.
down CI
A CI out of service for repairs or not working.

΋΋
DSL
See definitive software library (DSL).
escalation
A workflow component that searches at specified times or at regular intervals for requests matching a specified condition, and
performs specified operations on all matching requests. Escalations are generally used to find records that have exceeded
desired business rules or processes, and take appropriate action. They run on the AR System server.
federated data
Data linked from a CI in ITSM but stored externally. Federated data might represent more attributes of the CI or related
information, such as change requests on the CI.
flashboard
A real-time visual monitoring tool that shows you the state of your service operations, warns you about potential problems, and
collects and shows trend data.

CTA-1 GL-7
Glossary
form
A collection of fields that represents a record of information in the AR System. AR System administrators can define and
change the fields and workflow associated with a form. An AR System application can include many forms.
functional role
A defined role used for notifications and to extend access granted by permission groups.
global
A setting that applies changes or defines certain parameters for all companies in a multi-tenancy environment. See also
multi-tenancy.
goal
Measurement method that allows you to track the time taken to resolve an issue or track how often an asset or service was
available. Goals are used to determine whether service targets are met.
guest user
Users who have not been configured with login information in the People form. Guest users cannot create change requests.
impacted area ΋΋
Companies, locations, or organizations affected by changes or updates to CIs.
incident
Any event that is not part of the standard operation of a service and that causes an interruption to or reduction in the quality of
that service. See also incident management and problem investigation.
incident management
As a concept, a reactive process typically initiated in response to a customer’s call. The primary goal of the incident
management process is to restore normal service operation as quickly as possible and with minimum disruption to the business.
incident manager
A person who monitors incident tickets and activities to help plan resources and to identify incident trends. The incident
manager also handles assignments.
incident matching
A search process in Incident Management that can be used to search for other incidents, problem investigations, known errors,
and solution database entries that share some of the same characteristics as the current incident, such as product categorization.
incident owner
The user who records the incident. This user might differ from the current incident assignee. See also assignee.

GL-8 CTA-1
Glossary
Information Technology Infrastructure Library (ITIL)
A set of guidelines for the management and provision of operational IT services.
instance
A record in ITSM. An instance is an object of a particular class. Both CIs and relationships are considered instances.
inventory
The quantity of CIs available.
ISO currency code
See currency code.
ITIL
See Information Technology Infrastructure Library (ITIL).
key performance indicator (KPI)
A data point used to measure whether performance-monitoring service targets meet their goals. See also service level
agreement (SLA).
known error
΋΋
A problem that has been successfully diagnosed and for which a temporary work-around or permanent solution to the known
error has been identified. See also problem and work-around.
KPI
See key performance indicator (KPI).
life cycle asset management
Managing the life of a CI through its purchase, deployment, and disposal.
maintenance schedule
A schedule used to perform maintenance on CIs.
measurement
The metric by which supervisors measure the ability of the support staff to meet their agreements.
milestone
A point in time that triggers a set of actions as you progress toward an agreement compliance target or service target goal. The
triggered actions are to make sure your goals are being met.

CTA-1 GL-9
Glossary
multi-tenancy
A feature in ITSM that uses the Company field to limit access by individuals. The Company field can be used to represent a
company, department, or other group. The Company field also can be used to control access in a hosted environment. By
default, ITSM applications operate in multi-tenancy mode. See also single-tenancy.
navigation pane
An area on the left side of consoles that provides links to functionality and links to other programs.
New Request Wizard
A simple form for requesters to submit service requests. Requesters use the New Request Wizard interface to submit service
requests to IT, which is the only way to submit a service request from the Requester console.
non-bulk CIs
Stand-alone configuration items, for example, a single server or laptop.
notification
A message sent to a user by workflow. Notification can be in the form of an alert, email message, or other method using
integrations.
O
΋΋
OLA
See operational level agreement (OLA).
operational catalog
A feature in which operational categories for service requests are defined.
operational categorization
A three-tier hierarchical representation of operations as defined in the Operational Catalog configuration form. This
categorization is included in records to specify the range of operations to which a record applies.
operational level agreement (OLA)
An internal agreement used to define and track the level of service provided for an IT organization. An example is an agreement
between the network management team and the service desk.
operator
One of a number of functions that enable you to define advanced searches or build qualifications.
Overview console
A central console for ITSM applications. The console works like a control panel from which users can access all assigned work
and perform their primary activities.

GL-10 CTA-1
Glossary
parent/child contract
A parent, or main, contract that has other children, or subcontracts, associated with it.
PDE
See product dictionary entry (PDE).
peer change request
A dependent change request that can be completed at the same time as another change request.
peer-to-peer
Devices that are on the same level in an organization’s network (for example, two workstations). See also notification.
performance-level service target
A service target that compares a service level to the goals defined in the service target to determine whether the goal is met.
Allows you to monitor whether a critical application that you are using has responded within the time period specified in the
goals. See also goal.
performance-monitoring service target
A service target that compares a goal to a defined threshold to determine if the goal is met. For example, it allows you to monitor
whether a critical application that you are using responds within 4 seconds or if the application meets other criteria such as
being in a state of “OK.” ΋΋
permission group
A feature of the ITSM applications that controls what areas of the application a users can access. Each permission group can
access only certain areas of the application. A user can belong to more than one permission group.
problem
The root cause of an incident or potential incident. After a resolution or work-around is identified, the problem becomes a
solution database entry or known error. See also incident, known error, solution database, and work-around.
problem investigation
A process that helps an IT organization diagnose the root cause of incidents and potential incidents. It initiates actions that help
to improve or correct the situation, preventing the incident from recurring.
problem management
As a concept, a process that identifies the cause of problems and initiates actions that help to improve or correct the situation,
preventing an incident from recurring or occurring in the first place. The cause identified by a problem investigation can be
documented in a known error or solution database record. See also incident, known error, solution database, and problem.
problem manager
A person who reviews problem investigations and known errors to maintain the quality and integrity of the problem
management process. This person coordinates the assignment of problem investigations and known errors to support staff, and
also reviews problem investigation requests and performs business impact analysis.

CTA-1 GL-11
Glossary
process flow
Shows the progress of a request as it moves through the stages of its life cycle. It does this within a form, such as an incident
request. A diagram shows the stages of the process, as indicated by best practices, rooted in ITIL processes. It indicates the
current stage and state of the request. The process flow diagram also serves as a wizard, guiding the user through the life cycle.
product categorization
A five-tier hierarchical representation of products as defined in the Product Catalog configuration form. This categorization is
included in records to specify the range of products to which the record applies.
product dictionary entry (PDE)
An entry in the Definitive Software Library that represents the master name of a software application. See also definitive
software library (DSL).
push field
An advanced action that allows you to push information from the “Applies To” form for which you are creating an SLA to
another form on the same server. See also service level agreement (SLA).
reconciliation
A feature in Asset Management that checks for duplicate CI records and enables the user to delete one and keep the other.
Reconciliation Engine
΋΋
A component of the BMC Atrium CMDB. The Reconciliation Engine merges data from different discovery services based on
identification and precedence rules.
registered user
A user who has an entry in the People form with an AR System login ID.
relationship
A type of BMC Atrium CMDB class that defines the relationship between two CIs.
reminder
A message similar to an AR System notification, except that you can define the content of a reminder and specify when to send
it.
request-based service target
A service target that measures how long a process takes, such as the time to respond to or resolve a service desk request, or the
time to respond to or resolve a change request.
requester
A person in the organization who needs assistance from the IT support staff. A requester is usually an employee in the
organization who needs to have a change implemented or an incident resolved.

GL-12 CTA-1
Glossary
Requester console
The front end for the Change Management and Incident Management applications. It provides an easy, user-friendly interface
that allows users to quickly submit requests for change or incidents to the two back-end applications, and to view their
submitted requests.
residual value
The value you can purchase an item for after its lease expires.
return on investment (ROI)
A method of calculating when the capital cost of implementing a project, product, or service will be recovered through the
savings that result from completing the activity. The ROI can be expressed in terms of internal savings, increased revenue from
external sources, or some combination of these types of savings. See also service level agreement (SLA) and service level
management (SLM).
review period
A period of time over which the compliance of an agreement is monitored on a regular basis. The following review periods are
provided in SLM: Daily, Weekly, Monthly, and Quarterly. For example, if a Monthly review period is added to a service level
agreement, then the SLA's compliance target needs to be met on a monthly basis. If a Daily review period is also added, then
the SLA's compliance target needs to be met on both a daily basis and a monthly basis. See also service level agreement (SLA)
and service level management (SLM).
ROI
See return on investment (ROI).

΋΋
role
A set of responsibilities, activities, and authorizations, usually within the context of a single application or a business system.
Note: Access to Remedy ITSM applications is based on user roles. Depending on your role in the organization—requester,
support, management—you work with a different application (or view) on your desktop.
root cause
The underlying cause of an IT-related problem experienced by a customer.
row level locking
See multi-tenancy.
salvage value
The estimated value that a CI will realize at the end of its useful life. See also useful life.
script
Detailed instructions that have been set up by an administrator to prompt users with questions that can assist in resolving or
assigning an incident.

CTA-1 GL-13
Glossary
service catalog
A list of IT services, default levels, and options.
service level agreement (SLA)
An agreement between a service provider and its customers or lines of business that formally documents the needs of the
customer and makes sure the correct level of service is received from the service provider.
service level management (SLM)
As a concept, the continuous and proactive process of defining, agreeing, monitoring, reporting, and reviewing the performance
of IT services to make sure that adequate levels of service are delivered in alignment with business needs and at acceptable cost.
service manager
A manager who uses Asset Management to create service objects used for interpreting business problems, for example, cost of
unavailability of services to a business area.
service request
A request for service to the IT organization. Service requests can be requests for change or requests to resolve incidents that
impact the user.
Service Request console
See Requester console.
service target
΋΋
The individual level of service to achieve. A service target includes terms and conditions, goals, costs, and milestones.
Examples of service target goals include incident resolution time of 30 minutes, application response time of 4 seconds, and
an application being in a state of “OK.” See also availability service target, performance-monitoring service target,
request-based service target, and compliance service target.
set field
An advanced action that allows you to pull information from other forms to set in the form for which you are creating the
agreement.
single-tenancy
A feature that allows selection of a default company for company fields in ITSM. Single-tenancy mode is required to give
unknown users access to the ITSM Requester console. See also multi-tenancy.
SLI
See software library item (SLI).
SLM
See service level management (SLM).
software library item (SLI)
The physical storage locations of the master copy of a software application and its versions.

GL-14 CTA-1
Glossary
software license compliance
Keeping track of what software your company has and that it has the legal right to use it.
solution database
A repository that stores reusable solutions to customer product problems in an easy-to-retrieve format.
solution entry
A reusable solution to a customer product problem. This is stored in the solution database.
split cost center
A cost center that enables a department to split its costs with other departments. For example, a project management group
might split its costs with an engineering department and a sales department. The project management department would be a
split cost center, and the engineering department and sales department would be target cost centers.
straight-line depreciation
A method of calculating depreciation in which CIs depreciate at a constant value per year. The annual depreciation is calculated
by subtracting the salvage value of the CI from the purchase price and then dividing this number by the estimated useful life
of the CI.
submitter
A person who reports a problem, makes a request, or enters information into a database. See also change request.
submitter group
΋΋
One of several special access control groups that the AR System provides. Users automatically belong to this implicit group
for requests they have submitted. See also assignee.
sum-of-the-year’s digits depreciation
A method of calculating depreciation in which CIs lose more of their value early in their lifetime. This method of calculating
depreciation of a CI assumes higher depreciation charges and greater tax benefits in the early years of a CI's life.
task
A unit of work that needs to be completed as a step in implementing an incident or problem investigation. In the Change
Management application, you can also group a number of activities for requests with a number of actions that need to be
completed before the request can be resolved. Your administrator creates task templates and task group templates that you can
reuse for the same types of requests. Tasks can be manual or automatic.
task management system (TMS)
A sub-system that is used to create task templates and task group templates. Besides the ability to set up predecessor-successor
relationships, TMS supports branching and multiple task paths as well as the data exchange between activities.
TCO
See total cost of ownership (TCO).

CTA-1 GL-15
Glossary
template
1. A set of predefined criteria or settings that can be used by many agreements or service targets. See also service level
agreement (SLA).
2. A form set up by an administrator that a user can select to complete an incident ticket or a change request with information
consistent with the user’s support group and the type of incident or change request.
terms and conditions
The conditions that specify whether a service target should take effect. For example, the terms and conditions could specify
that the service target applies only to incidents in which the priority is urgent and the service is email. Or the service target
applies only to a specific set of KPIs. See also service target.
time-based service target
A service target that measures the time taken, for example, to resolve an incident from the time the incident was reported to
the time it was resolved. Any time that falls within the “Exclude when” qualification is ignored and not measured.
TMS
See task management system (TMS).
topology
The pattern of links connecting pairs of nodes of a network.
total cost of ownership (TCO)
A method of calculating all expenses associated with a CI over its lifetime. ΋΋

The calculation considers depreciation,
maintenance, staff costs, accommodation, and planned renewal.
U
UC
UC
See underpinning contract (UC).
underpinning contract (UC)
A contract that is used to track performance against prearranged goals that the IT organization has with an external service
provider or supplier.
useful life
The number of years that a depreciable CI is expected to be in use.
wildcard
A character that users can type to represent other characters in a search. For example, in search statements in character fields,
users can specify wildcards to match single characters, strings, or characters within a range or set.
work info
A record describing work performed.

GL-16 CTA-1
Glossary
work-around
A temporary resolution to an incident, problem, or known error.
workflow
The automated set of business processes used to run a company.
΋΋

CTA-1 GL-17
Glossary
΋΋

GL-18 CTA-1
INDEX
vendors 4-29
A
working with 4-23 to 4-25
accelerators for process flows, best practice 1-6 associations. See relationships
adding Atrium CMDB. See CMDB
customer profiles 4-20 audience i-iii
work information 2-19 audit log, viewing 5-7
ad hoc requests 3-7 auto-filling fields 2-10
advanced qualifications, using to generate reports 2-32
Advanced Search, using to find records 2-11
answers. See solutions
B
application preferences, setting 4-3 to 4-5 Best Practice icon i-i

Asset Management, about i-ii best practices
Assigned Work area CI naming conventions 6-3
about 2-6 retrying events in order 3-19
΋΋
defined 4-1 using CIs to diagnose user problems 6-1
filtering 4-2, 4-24 using process flow accelerators 1-6
refreshing 2-8 BMC Atrium CMDB. See CMDB
assigning BMC Remedy User, opening Incident Management
incidents 5-3 console with 2-1
tasks 4-32 Broadcast area, defined 4-1
assignment log broadcasts
about 5-5 creating 2-22
deleting 4-25 limiting 2-25
assignments location in Overview console 2-8
See also incidents viewing 2-24, 3-23
about 4-23 to 4-34 browsers
accepting 4-24 entering main console URL 3-4
incidents, reassigning 4-25 using to open Incident Management console 2-4
incidents, viewing 4-24 bulk inventory CI 6-4
logged 5-5 Bulk Inventory form 6-5
managing 5-2 to 5-6 Bulletin Board. See broadcasts
receiving notification of 4-23 bulletin board messages. See broadcasts
recording time worked 4-24

CTA-1 IN-19
Index
Costs form 4-41, 4-43

C
Create Incident form 4-11
calculations 5-6 creating
canceling service requests 3-11 broadcasts 2-22
categorization, defined 1-3 CIs 6-1 to 6-6
Change Management customer profiles 4-20
about i-ii incident records 4-5 to 4-12
creating changes from incidents 4-48 infrastructure change from incidents 4-48
requester role 3-1 known errors from incidents 4-54
Change Request Information form 4-48 problem investigations from incidents 4-47
CIs records 2-6
accessing 4-14 reminders 2-21 to 2-22
bulk inventory example 6-4 service requests 3-6
computer system example 6-2 solution entries from incidents 4-55
creating 6-1 to 6-6 tasks 4-30 to 4-32
inventory location example 6-5 customer profiles
naming conventions, best practice 6-3 adding 4-20
problem diagnosis and, best practice 6-1 modifying 4-21
recording unavailability 4-19
relocating 6-8 ΋΋
D
status 6-3
closing incidents 4-49 decision trees
CMDB, about i-ii defined 1-3
colors of service targets, explained 4-35 using 4-13
Command Event Master permission 3-19 defining relationships 2-13
computer system CI 6-2 diagnosing incidents 4-34
Computer System form 6-2 documents available for ITSM i-iii to i-vii
Configuration Item Unavailability form 4-20 duplicating incidents 4-16, 4-17
Connecting external tickets to incidents 4-18
consoles
changing view of 2-8
E
Incident Management email, sending messages about CIs with 2-27 to 2-29
Manager Console tab 5-1 to 5-2 enhanced problem management, defined 1-3
Support Console tab 4-1 to 4-3 errors, known, creating 4-54
Overview 2-5 event logs, viewing 3-19
Report 2-30 external tickets
Requester 3-3 closing 4-50
copying relationships 2-16
costs, recording 4-41 to 4-42

IN-20 CTA-1
Index
F I
features, new 1-1 to 1-4 icons

Flashboards area, defined 5-1 Best Practice i-i
forms New i-i
Bulk Inventory 6-5 impacted areas, indicating 2-16
Change Request Information 4-48 Incident Management, about i-ii
Computer System 6-2 Incident Management console
Configuration Item Unavailability 4-20 Manager Console tab 5-2
Costs 4-41, 4-43 opening from a browser 2-4
Incident Creation 4-11 opening with BMC Remedy User client 2-1
Inventory Location 6-6, 6-7 Support Console tab 4-2
Known Error 4-54 incidents
Modify Incident 4-41, 4-44 See also assignments
New/Modify Broadcasts 2-23 accepting assignments 4-24
People 4-21 assigning 5-3
Problem Investigation 4-47 to vendors 4-29
Request Work Info 3-17 assignment log 5-5
Service Request 3-15, 3-20 changing status 4-43
Solution Database 4-56 ΋΋ closing 4-49
Task 4-31 costs, recording 4-41 to 4-42
Work Info 3-10, 4-31 creating
infrastructure from 4-48
known errors from 4-54
G
problem investigations from 4-47
generating reports solution entries from 4-55
about 2-29 diagnosing 4-34
with advanced qualifications 2-32 five stages of request 1-7
without qualifications 2-29 investigating 4-34
with qualifications 2-31 life cycle of 1-5 to 1-8
with saved qualifications 2-33 matching 1-3, 4-38
Guest User permission 1-4 monitoring status 5-4

moving from investigation to resolution 4-40
ownership, about 4-27
H
process flow status 4-35
Help Desk, new features 1-3 reassigning 4-25

recording 4-5 to 4-22
recording time worked 4-24
records 4-5 to 4-12

CTA-1 IN-21
Index
relating as duplicates 4-16, 4-17 audit 5-7

reopening 4-49, 5-6 event 3-19
resolving 4-38, 4-44 to 4-49
resolving with Solution database 3-22
M
status 5-4
templates 1-3 main consoles
unassigned, viewing 5-3 URL for browser 3-4
using decision trees 4-13 Manager console, about 5-1 to 5-2
using templates 4-12 manager role 1-5
viewing 4-34 to 4-36 managing inventory 6-6 to 6-9
assignments 4-24 mass incidents 4-51
changes through audit logs 5-7 multiple customer outage 4-52
infrastructure changes 4-48 single customer outage 4-51
inventory updates 4-53
bulk inventory CI 6-4 merging incidents 4-38
location CIs 6-5 Modify Incident form 4-41, 4-44
managing 6-6 to 6-9 modifying
reserving 6-8 customer profiles 4-21
using 6-8 incidents 4-40
viewing locations 6-6 ΋΋ profile 2-9
Inventory Location form 6-6, 6-7 records 2-13
investigations 4-34 relationships 2-17
isolation service requests 3-9
entering isolation information 4-46 multi-tenancy
IT Service Management, about product family i-ii to i-iii unknown users 3-2
multi-tenancy, defined 1-3
K
N
Known Error form 4-54
known errors, creating 4-54 navigation pane
about 2-8 to 2-9
defined 1-3, 4-1
L
New/Modify Broadcasts form 2-23
life cycle of an incident 1-5 to 1-8 new features 1-1 to 1-4
limiting number of broadcast messages 2-25 New icon i-i
location of CIs 6-5 New Request Wizard, defined 3-6
logs Notes field. See Work Info form
assignment 5-5 Notes Log field. See Work Info form

IN-22 CTA-1
Index
notifications problem investigations, creating 4-47

about 5-7 Problem Management, about i-iii
assignments 4-23 process flow
in SLM 5-7 about 1-5 to 1-8
viewing through audit logs 5-7 accelerators, best practice 1-6
monitoring incident status with 5-4
status area 4-35
O
Process Flow Status wizard 1-6
opening recording new incidents with 4-10
Incident Management console from a browser 2-4 profile, viewing and modifying 2-9
Incident Management console from a desktop 2-1

other applications 2-8
Q
Requester console 3-3
service request records 3-15 qualifications, generating reports with 2-31
service requests 3-11, 3-16 quick actions
Overview console 2-5 about 2-18
about 2-5 to 2-10 using 2-9

functions 2-8
opening from a browser 2-5
΋΋ R
opening from a desktop 2-5
ownership for incidents 4-27 recording

CI unavailability 4-19
incident with Process Flow Status wizard 4-10
P
new incidents 4-5 to 4-22
paging work performed on tasks 4-32
on-call groups 2-26 to 2-27 records
one person 2-26 to 2-27 advanced searching for 2-11
People form 4-21 creating 2-6
permissions modifying 2-13
Command Event Master 3-19 printing 2-12
Request Console Master 1-4 relating and unrelating 2-13
Requester console 3-2 searching for 2-7, 2-10
User, with Requester console 1-4 searching for all 2-12
printing searching for personal 2-10
records 2-12 refreshing data 2-8
service requests 3-10 Registered User permission 1-4
prioritization, defined 1-3 registered users 3-2
Problem Investigation form 4-47 relationships

CTA-1 IN-23
Index
copying 2-16 Command Event Master permission 3-19

defining 2-13 defined 3-2
impacted areas 2-16 opening service request records 3-15
modifying 2-17 reopening service requests 3-16
quick actions 2-18 using Service Request forms 3-14
relating a CI to an incident 4-15 viewing Work Info tab 3-17
relating and unrelating records 2-13 working with service requests 3-14
removing 2-19 Request Work Info form 3-17, 3-18
relocating CIs 6-8 reserving inventory 6-8
Remedy User. See BMC Remedy User resolution stage, moving incidents to 4-40
reminders, creating 2-21 to 2-22 resolving incidents 4-38, 4-44 to 4-49
removing relationships 2-19 retrying events in order, best practice 3-19
reopening roles
closed incidents 4-49, 5-6 manager 1-5
resolved incidents 4-49 requester 1-4, 3-1
Report console 2-30 support staff 1-4
reports
about 2-29
S
generating 2-29
with advanced qualifications 2-32 ΋΋ scripts
without qualifications 2-29 about 4-14
with qualifications 2-31 defined 1-3
with saved qualifications 2-33 Search Criteria area, defined 4-1
Request Console Master permission 1-4 searching for
Requester Console all records 2-12
See also service requests records 2-7, 2-10
Requester console records associated with people or groups 2-10
functions 3-4 service requests 3-10
opening 3-3 solutions 4-38 to ??
user permissions Service Level Management. See SLM
Command Event Master 3-19 Service Request form
Registered User 3-2 about 3-20
Request Master 3-2 accessing 3-14
Unknown User 3-2 adding work information 3-17
using 3-3 to 3-5 search mode 3-15
requester role 1-4, 3-1 viewing work information 3-17
request masters service requests
adding work information 3-17 See also Requester Console
canceling service requests 3-16 accessing Service Request form 3-14

IN-24 CTA-1
Index
adding work information 3-17 changes during life cycle of incidents 5-4
ad hoc requests 3-7 selecting 2-9
canceling 3-11, 3-16 Support console, about 4-1 to 4-3
completing surveys 3-12 support staff role, about 1-4
creating 3-6 surveys, service request 3-12
finding 3-10
modifying 3-9
T
opening records 3-15
printing 3-10 Task form 4-31
reopening 3-11, 3-16 tasks
request IDs 3-10 assigning 4-32
resolving with Solution database 3-22 creating 4-30 to 4-32
Service Request Wizard 3-6 recording work 4-32
sorting 3-8 working with 4-30
states 3-8 templates, using 4-12
troubleshooting 3-19 terminology changes
updating work info 3-9 Help Desk terms 1-4
viewing Incident Management terms 1-2
event logs 3-19 troubleshooting service requests 3-19
records 3-8 ΋΋
work information 3-17
Work Info tab 3-17
U
service targets, indicator colors explained 4-35 unassigned incidents, viewing 5-3
SLM unknown users
about i-iii defined 3-2
calculations 5-6 multi-tenancy 3-2
notifications 5-7 URL
service target indicators 4-35 to 4-36 to Incident Management console 2-4
status and indicators 4-35 to main console 3-4
Solution database users
creating entries 4-55 registered 3-2
resolving incidents 3-22 request master 3-2
Solution Database form 4-56 roles 1-4 to 1-5
solutions unknown 3-2
creating solution database entries 4-55 using inventory 6-8
searching for 4-38 to ??
sorting service requests 3-8
splitting alarms 4-37
status values

CTA-1 IN-25
Index
vendors
assigning incidents to 4-29
communicating assigned incidents to 4-29
viewing
alarm status 4-36
broadcasts 2-24, 3-23
event logs 3-19
incidents 4-34 to 4-36
incidents assigned to people 4-24
inventory locations 6-6
profile 2-9
request details 3-5
service requests 3-4, 3-8
unassigned incidents 5-3
user requests 3-5
work information 3-17
Work Info tab 3-17
΋΋
wizards
Process Flow Status 1-6, 4-10
Service Request 3-6

Work Info form 3-10, 4-31
work information, adding 2-19
Work Info tab
viewing 3-17
Work Log Assignments. See tasks

IN-26 CTA-1

Remedy Incident Management User Guide

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BMC® Remedy® Service Desk: Incident

Management 7.0 User Guide

Procedure Owner: Tasha Olds

Effective Date: 25 January 2010

Next Review Date: 25 January 2012

Restricted Rights Legend

This edition applies to version 7.0 of the licensed program.

Best Practice and New icons i-i

CHAPTER 1 Introducing BMC Remedy Incident Management 7.0 1-1

Installing and configuring Incident Management1-1

Incident Management user roles 1-4

Process flow and the life cycle of an incident request

CHAPTER 2 Using functions common to all ITSM applications 2-1

Opening the main application console 2-1

Working with the Overview console 2-5

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

Changing the console view 2-8

Working with records 2-10

Working with relationships 2-13

Sending pages and email messages 2-25

Working with reports 2-29

CHAPTER 3 Working with the Requester console 3-1

Requester role 3-1

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

Understanding the Requester console 3-3

Functional areas and tasks 3-4

Working with service requests as the Request Master 3-14

Service Request form 3-20

CHAPTER 4 Working with Incident Management as support staff 4-1

Understanding the Support Console tab4-1

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

Relating incidents as duplicates 4-17

Understanding assignments 4-23

Investigating and diagnosing an incident 4-34

Resolving an incident 4-44

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

Closing an incident 4-49

Working with mass incidents 4-51

Creating known errors and solutions 4-54

CHAPTER 5 Working with Incident Management as a manager 5-1

Understanding the Manager Console tab5-1

Reopening a closed incident 5-6

CHAPTER 6 Managing configuration items 6-1

Managing inventory 6-6

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

• The BMC® Service Level Management application.

Best Practice and New icons

Table 1 BMC Remedy ITSM Suite icons

The Best Practice icon highlights

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

About the BMC Remedy IT Service Management Suite

• BMC Remedy Incident Management

BMC Atrium CMDB 2.0

BMC Remedy Asset Management 7.0

BMC Remedy Change Management 7.0

BMC Remedy Incident Management 7.0

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide

BMC Remedy Problem Management 7.0

BMC Service Level Management 7.0

BMC Remedy IT Service Management Suite documents

BMC® Remedy® Service Desk: Incident Management 7.0 User Guide