BMC® Remedy® Service Desk: Incident Management 7.

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User’s Guide

June 2006 Part No: 60845

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Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Best Practice and New icons . . . . . . . . . . . . . . . . . . . . . . 10 About the BMC Remedy IT Service Management Suite. . . . . . . . . . . 10 BMC Atrium CMDB 2.0 . . . . . . . . . . . . . . . . . . . . . . . 10 BMC Remedy Asset Management 7.0 . . . . . . . . . . . . . . . . . 11 BMC Remedy Change Management 7.0 . . . . . . . . . . . . . . . . 11 BMC Remedy Incident Management 7.0 . . . . . . . . . . . . . . . . 11 BMC Remedy Problem Management 7.0 . . . . . . . . . . . . . . . . 12 BMC Service Level Management 7.0 . . . . . . . . . . . . . . . . . . 12 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 BMC Remedy IT Service Management Suite documents . . . . . . . . . . 13

Chapter 1

Introducing BMC Remedy Incident Management 7.0

. . . . . . . 17

Installing and configuring Incident Management . . . . . . . . . . . . . 18 What’s new in Incident Management 7.0 . . . . . . . . . . . . . . . . . 18 Incident Management user roles. . . . . . . . . . . . . . . . . . . . . 21 Requester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Support staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Incident manager . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Process flow and the life cycle of an incident request . . . . . . . . . . . . 24

Chapter 2

Using functions common to all ITSM applications . . . . . . . . . 27
Opening the main application console . . . . . . . . . . . . . . . . . . 28 Using BMC Remedy User client to open a main console . . . . . . . . . 28

Contents ! 3

. . . . . . . . . . . . . . . . . . . . 51 Adding work information . . . . . . . . . . . . . . . . . . . . . 74 Service Request Management users . 74 Understanding the Requester console . 60 Sending email . . . . . . . . . . . . . . . . 36 Using quick actions . . . 36 Using the navigation pane . . . . . . . . . . . . 55 Viewing broadcasts . . . . . . . . . . . . . . 46 Indicating impacted areas . . . . . . . . . . . . . 41 Modifying records . . . . . 38 Auto-filling fields . . . . . . . . . . . . . . . . . . . . . . 48 Performing quick actions on a relationship . . . . . . . . . . . . . . 60 Paging a person or on-call group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . 38 Searching for records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Working with the Overview console . . . . . . . . . . . . . . . 32 Using the Assigned Work table . . . . . . . . 70 Chapter 3 Working with the Requester console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Sending pages and email messages . . . . . . . 73 Requester role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 4 "Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Printing records . . . . . . .BMC Remedy Service Desk: Incident Management 7. . . . . . . . . . . . . . . . . . . 38 Working with records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Modifying relationships . . 53 Broadcasting messages . . . . . . . . . . . . 67 Generating a report using saved qualifications . . . . . . . . . . 31 Opening the Overview console . . . . . . . . . . . . . . . . . . . . 43 Copying relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Defining relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Viewing and creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Using qualifications to generate a report . . . . . . . . . . . . . . . . . . . 49 Removing relationships . . . . . . . . . . . 51 Creating reminders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Working with relationships . . . . . . . . . . . . . . . . . . . 65 Generating a report . . . . . . . . . . . .0 Using a browser to open a main console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . 90 Working with service requests as the Request Master . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Recording a new incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Opening a service request record . . . . . . . . . . . . . . . . . . . . . 93 Viewing or adding work information . . . . . . . 97 Service Request form. . . . . . . . 108 Using the Process Flow Status wizard to record a new incident . . . . . . . 86 Printing a service request. . 116 Adding or modifying a customer profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Setting application preferences . . . . 121 Contents ! 5 . 80 Creating a service request . . . . . . . . . 87 Completing surveys . . . . . . . . . . . . . . . . . . 83 Viewing a service request record. . . . . . . . . . . . . . . . 78 Working with service requests . . . . . . . . . . . 103 Understanding the Support Console tab . . . . . . . . . . . . . . . . . . . . . . . 114 Relating incidents as duplicates . . . . . . . . . . . . . . . . . 80 Filtering service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Reopening a service request . . . . . 94 Viewing the event log and troubleshooting . . . 86 Canceling a service request . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Recording CI unavailability. . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Modifying a service request. . . . . . . . . . 120 Receiving notification of assignments . 77 Functional areas and tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Viewing service requests with errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Using the decision tree. . 117 Understanding assignments . . . . . . . . . 121 Working with assignments . . . . . . . . . . . . 109 Using a template . 92 Reopening a service request . 114 Using scripts . .User’s Guide Opening the Requester console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Searching for service requests by Request ID . . . . . . . . . . . . . . . . . . . . . . 102 Chapter 4 Working with Incident Management as support staff . . . . . . . . . 98 Working with the Solution database . . . . . . . . . . . . . . . .

. . . . . 149 Creating a solution database entry from an incident . . . . . . . . . . . 150 Chapter 5 Working with Incident Management as a manager . . . . . . . . . . . . . . 159 Understanding SLM calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Resolving an incident . . . . . . . 155 Viewing unassigned incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Viewing inventory locations . . . . . . . . . . . . . 141 Creating a problem investigation from an incident . . . . . 127 Investigating and diagnosing an incident . . . 149 Creating a known error from an incident . . . . . . . . . . . 163 Creating a CI . . . . . . 173 6 "Contents . . . 164 Creating a computer system CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Managing assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Relocating CIs . . . . . . . . . 169 Managing inventory . . . . . . . . . 164 Creating a bulk inventory CI . . . . . . . 144 Creating infrastructure change from an incident . . . 156 Monitoring an incident's status . 155 Assigning an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Reserving and using inventory . . . . . . . 147 Closing an incident . . . . . . . . . . . . 162 Chapter 6 Managing configuration items . .0 Reassigning an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Working with tasks . . . . . . . . . . . 146 Reopening a resolved incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Understanding the Manager Console tab . . 133 Searching for a solution . . . . . . . . . . . . . . . . . . . . . . . 167 Creating an inventory location CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Recording the cost of working on an incident . . . . . . . . . 160 Viewing the audit log . . . . . . . . . . . . 132 Viewing an incident . . . . 147 Creating known errors and solutions. . . . . . . . . . . . . . . . . . . . . . . 160 Understanding notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .BMC Remedy Service Desk: Incident Management 7. . . 157 Reopening a closed incident . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . .User’s Guide Glossary . . . . . 189 Contents ! 7 . . . . . 175 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

BMC Remedy Service Desk: Incident Management 7.0 8 "Contents .

Preface The BMC Remedy Service Desk: Incident Management 7. The BMC® Service Level Management application.0 User’s Guide describes how to use the BMC® Remedy® Incident Management application. All five applications consume data from the BMC® Atrium® Configuration Management Database (CMDB) application. Preface ! 9 . ! The applications run in conjunction with the BMC® Remedy® Action Request System® platform (BMC® Remedy® AR System® platform) and share a common database. The BMC® Remedy® Service Desk solution (which includes the BMC® Remedy® Incident Management application and the BMC® Remedy® Problem 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.

0 BMC Atrium CMDB 2.0.0. 10 "Preface . About the BMC Remedy IT Service Management Suite There have been several updates to the BMC Remedy ITSM Suite since version 6. and has the ability to reconcile data from different sources. enabling other BMC applications to manage CIs. BMC is now offering the BMC Remedy Service Desk solution. For more information. BMC Atrium CMDB 2.0 is installed with Asset Management. and perform other Business Service Management (BSM) functions. Note the change to the BMC® Remedy® Help Desk application. and Service Desk (including Incident Management and Problem Management). Icon Description The New icon identifies features or products that are new or enhanced with version 7. The Best Practice icon highlights processes or approaches that BMC has identified as the most effective way to leverage certain features in the suite.0 Best Practice and New icons Documentation for the BMC Remedy ITSM Suite contains two icons. Change Management.BMC Remedy Service Desk: Incident Management 7. see the BMC Atrium CMDB 2. which contains the following applications: ! ! BMC Remedy Incident Management BMC Remedy Problem Management BMC Atrium CMDB 2.0 User’s Guide. It stores information about configuration items and their relationships in an inheritance-based data model.0 provides a “single source of truth” about your IT environment. predict the impact of configuration changes.

For more information.0 User’s Guide.0 User’s Guide. BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact.User’s Guide BMC Remedy Asset Management 7. BMC Remedy Incident Management 7. and resource requirements. and BMC Service Level Management. It provides scheduling and task assignment functionality. Because Change Management is integrated with BMC Atrium CMDB. see the BMC Remedy Asset Management 7. thus ensuring that the best achievable levels of availability and service are maintained. and is typically initiated in response to a customer call or automated event. see the BMC Remedy Change Management 7. is “to restore normal service operation as quickly as possible with minimum disruption to the business. such as BMC® Service Impact Management (BMC® SIM). Incident management is reactive. according to ITIL standards.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. Change Management lets you relate changes to other records. As part of the BMC Remedy ITSM Suite. For more information. and reporting capabilities for reviewing performance and improving processes. risk.” About the BMC Remedy IT Service Management Suite ! 11 . BMC Remedy Change Management 7.0 Using ITIL-compatible best practices. BMC Remedy Change Management. and then create plans and automate approval functions for implementing changes. and offers flexibility to support customized business processes.0 BMC Remedy Incident Management is used to manage incidents. such as configuration items (including services) and incidents. An example of an automated event might be an alert from a monitoring system. The primary goal of the incident management process. Asset Management is integrated with BMC Remedy Service Desk (which contains the BMC Remedy Incident Management and BMC Remedy Problem Management applications).

this information can result in either a known error or a solution database entry. acting as a bridge between IT service support and IT operations.BMC Remedy Service Desk: Incident Management 7. Service Level Management also provides a means to review. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. enforce. For more information. A problem investigation helps an IT organization get to the root cause of incidents. errors. and report on the level of service provided. see the BMC Service Desk: Incident Management 7. and additional problems. Normal service operation is the operation of services within the limits specified by Service Level Management (SLM). After a problem investigation identifies the cause. BMC Service Level Management 7. Problem management can proactively prevent the occurrence of incidents. 12 "Preface . A known error is a problem that has been successfully diagnosed and for which a temporary work-around or permanent solution has been identified. and solution database entries. known errors.0 BMC Service Level Management enables a service provider. It streamlines the most important task of all. such as an IT organization. a customer support group.0 User’s Guide.0 User’s Guide. A solution database entry contains information that might be required to provide or restore a service. It initiates actions that help to improve or correct the situation. and provide the correct level of service to meet those needs.0 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. BMC Remedy Problem Management 7. see the BMC Service Desk: Problem Management 7. preventing the incident from recurring. or an external service provider. For more information. Multiple service targets can be defined and monitored. to formally document the needs of its customers or lines of business using service level agreements.0 BMC Remedy Problem Management is used to manage problem investigations. which is the communication between a service provider and its customers.

BMC Remedy Action Request System 7. BMC Remedy IT Service Management Suite documents The following table lists the documentation available for the BMC Remedy ITSM Suite. Administrators Print and PDF Administrators Print and PDF Administrators Print and PDF Hierarchical diagram of all classes in the Administrators PDF CDM. Procedures for installing the Action Request System. online documentation in Adobe Acrobat (PDF) format is available on product installation CDs. Audience Incident Management is intended for the following IT professionals: ! ! IT support staff IT managers The Requester console is intended for any IT user.0 User’s Guide. Unless otherwise noted.com). on the Customer Support website (http://supportweb. including unique attributes and applicable relationships. you must have a support contract. You can order printed documentation from SMBU-Upgrade@bmc.User’s Guide For more information. You can access application Help by clicking on Help links within the application.0 Concepts BMC Remedy Action Request System 7. Audience ! 13 . see the BMC Service Level Management 7.remedy.0 Installing BMC Atrium CMDB 2.0 Common Data Model Diagram Concepts for using the Action Request System. Note: To access the support website. Title Document provides Audience Format ITSM Configuration Quick Start Start with this reference card to quickly install and configure applications in the ITSM suite.com. or both.

reporting. BMC Atrium CMDB 2. Print and BMC Remedy 7. and running reconciliation jobs. Everyone Everyone Users HTML Print and PDF Print and PDF Print and PDF BMC Atrium CMDB 2. launching federated data.0 Configuration Guide Procedures for configuring the BMC Remedy IT Service Management applications.0 Help BMC Atrium CMDB 2.0 Information about CMDB concepts and Executives and Print and Concepts and Best Practices Guide best practices for planning your BMC administrators PDF Atrium CMDB implementation. and a list of error messages. reconciliation. and federation. BMC Atrium CMDB 2.0 Installation and Configuration Guide BMC Atrium CMDB 2.0 Developer’s Reference Guide Information about creating API programs. Information about installing and configuring BMC Atrium CMDB.0 Master Index Combined index of all books. methods. Programmers API Help and variables that integrate with BMC Atrium CMDB. BMC Remedy IT Service Management 7. subclasses.0 Title BMC Atrium CMDB 2.0 Javadoc Information about Java classes. Audience Format Administrators HTML BMC Atrium CMDB 2. Administrators Print and PDF 14 "Preface .0 User’s Guide Information about using BMC Atrium CMDB. BMC Atrium CMDB 2. how to use the Administrators Approval Server. C and Web Services API functions and data structures.BMC Remedy Service Desk: Incident Management 7. including searching for CIs and relationships.0 Approval Server Topics on installation and configuration Users and administrators PDF Guide for Users and of the Approval Server. Help for using and configuring BMC Atrium CMDB. and understanding the approval workflow. including permissions.0 Common Data Model Help Document provides Description and details of superclasses. attributes. class definitions. and relationships for each class.0 Release Information about new features and Notes known issues. Administrators PDF and programmers Users and Product administrators Help Administrators Print and PDF BMC Atrium CMDB 2.

Everyone Print and PDF Product Help Print and PDF Information about known issues in each Everyone release of BMC Remedy Change Management.0 Help BMC Remedy Change Management 7. Also provides a list of new features included with the application.0 User’s Guide BMC Remedy Service Desk 7. Help for using BMC Remedy Asset Management.0 Help BMC Remedy Service Desk: Incident Management 7. includes new features and overview. Procedures for using the BMC Remedy Change Management application. Procedures for using the BMC Remedy Service Desk: Incident Management application.0 Installation Guide Document provides Audience Format Administrators Print and Procedures for installing the BMC PDF Remedy IT Service Management applications and solutions: BMC Remedy Service Desk solution (BMC Remedy Incident Management and BMC Remedy Problem Management). includes new features and overview.0 Help BMC Remedy Asset Management Information about known issues in each Everyone 7.0 User’s Guide Product Help Print and PDF BMC Remedy IT Service Management Suite documents ! 15 .0 User’s Guide Asset Management application.0 Release Notes Print and PDF Print and PDF Information about known issues in each Everyone release of BMC Remedy Service Desk: Incident Management and BMC Remedy Service Desk: Problem Management. Everyone Product Help Print and PDF BMC Remedy Asset Management 7.0 Release Notes Help for using BMC Remedy Change Management. Help for using BMC Remedy Incident Management.User’s Guide Title BMC Remedy IT Service Management 7. Everyone Everyone BMC Remedy Service Desk: Incident Management 7. BMC Remedy Asset Management Procedures for using the BMC Remedy Everyone 7.0 Release Notes release of BMC Remedy Asset Management. includes new features and overview. Also provides a list of new features included with the application. BMC Remedy Change Management 7. and BMC Remedy Asset Management. BMC Remedy Change Management. Everyone BMC Remedy Change Management 7. Also provides a list of new features included with the application.

BMC Remedy Service Desk: Incident Management 7.0 User’s Guide BMC Remedy 7. Audience Everyone Everyone Format Product Help Print and PDF Administrators Print and PDF Administrators Product Help Administrators Print and PDF PDF BMC Service Level Management Help for configuring the BMC Service 7. includes new features and overview. Note: This guide also includes steps to Administrators Print and PDF configure seamless authentication between BMC Remedy Change Management and the other components of BMC Remedy Change and Configuration Management (CCM). Procedures to configure Task Management. BMC Service Level Management 7. Also provides a list of new features included with the application.0 Task Management Administrator’s Guide Product Help Print and PDF Everyone Procedures for using the BMC Service Level Management application.0 User Help Management application. includes new features and overview. Procedures for configuring the BMC Service Level Management application.0 Help BMC Remedy Service Desk: Problem Management 7.0 Title BMC Remedy Service Desk: Problem Management 7.0 Installation Guide BMC Service Level Management 7.0 Configuration Help Level Management application.0 Release Notes Procedures for installing the BMC Service Level Management application. Information about known issues in each Everyone release of BMC Service Level Management.0 User’s Guide BMC Service Level Management 7. 16 "Preface .0 Configuration Guide Document provides Help for using BMC Remedy Problem Management. Procedures for using the BMC Remedy Service Desk: Problem Management application. Everyone BMC Service Level Management Help for using the BMC Service Level 7. BMC Service Level Management 7.

The following topics are provided: ! ! ! ! Installing and configuring Incident Management (page 18) What’s new in Incident Management 7.0 ! 17 . Normal service operation is the operation of services within the limits specified by the service target.0 The Service Desk: Incident Management application is used to manage incidents. according to ITIL standards. The primary goal of the incident management process.0 (page 18) Incident Management user roles (page 21) Process flow and the life cycle of an incident request (page 24) Introducing BMC Remedy Incident Management 7. and is typically initiated in response to a customer call. is “to restore normal service operation as quickly as possible with minimum disruption to the business. Incident management is reactive.Chapter 1 Introducing BMC Remedy Incident Management 7. 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.

! ! ! ! ! ! 18 "Chapter 1—Introducing BMC Remedy Incident Management 7.BMC Remedy Service Desk: 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. Permission model—Permissions and functional roles have been enhanced to provide greater flexibility in setting up user access.0 Configuration Guide What’s new in Incident Management 7.0 . and closure. For details.0 Installation Guide BMC Remedy IT Service Management 7. forms and dialog boxes have been streamlined. For details. Direct view into CMDB—This allows you to manage configuration items (CIs) from Incident Management. and requesters have separate consoles. this replaces the work log action feature. Cost tracking—The cost for each incident can be tracked as the incident moves between support groups for diagnosis. To help speed use of the application. see: ! ! BMC Remedy IT Service Management 7. managers. see the BMC Remedy IT Service Management 7. Task management—You can assign tasks to one or more people without changing the incident assignment. Enhanced user interface—The user interface is now more consistent with other BMC applications. resolution.0 Configuration Guide.0 Installing and configuring Incident Management Your administrator installs and configures Incident Management. For previous users of Incident Management. Now you can assign and view tasks without going into the work log. The Requester console provides customer access. and Quick Action accelerators have been added. based on either flat-rate or time-based costs. Role-based consoles—Support staff.

Operational Categorization Service Categorization What’s new in Incident Management 7. to see only date field audit records or assignment changes. ! Service Level Management—If Service Level Management is installed. Note: This report is available only if Report Group Assignment to Incidents Open Incident volume by Assignee Incidents by activity times Resolved and Closed Incident Volume by Assignee Change induced incidents Change Management is installed. This report lists incidents that were caused by changes. This bar chart displays the number of resolved and closed incidents for each assignee. This report lists all open incidents and the amount of time since the reported date.User’s Guide ! Reporting—Incident Management now includes the reports described in the following table. This bar chart displays the number of open incidents for each assignee. Enhanced audit log—You can now filter the audit log. ! ! Table 1-1: Key terminology changes in Incident Management Previous term Associate Associations Automatic Routing Delete New term Relate Relationships Auto Assign Remove—This change applies only to the Relationship and Financial tabs. Terminology changes—You can find terminology changes in the following table. the Incident form displays the status of service targets. Description This report lists incidents and their assigned support groups for a specified date range. to clarify the action being performed. for example.0 ! 19 .

Configuration can differ on a per-company basis. users can perform searches for known errors.BMC Remedy Service Desk: Incident Management 7. solution database entries. Multi-tenancy—This makes it possible to host multiple companies and their data on a single server. ! ! ! ! ! 20 "Chapter 1—Introducing BMC Remedy Incident Management 7. whose data must be kept separate. completes part of the form for a new incident. Multi-tenancy from the user’s perspective is accessed by selecting the appropriate company from the list next to the Company field.0 . problem investigations. such as business units or departments. Categorization—This is recorded separately for operational and product categorization. Incident matching—From the Incident form. this provides access to common functions. Due to multi-tenancy. Navigation pane—Located on the left side of consoles and forms. New Incident Management features for former Help Desk users include the features mentioned in the previous paragraphs. This feature can also be used for any groups. Decision tree—This takes the user step-by-step through a questionnaire. and. each company or business unit can be configured with its own categorization. and to record solution database entries. such as assigning an incident to yourself. Multi-tenancy is limited to the company level in Incident Management. and other incidents that match criteria from the current incident to assist in the incident resolution process. each with multiple levels to provide greater flexibility. based on answers.0 Table 1-1: Key terminology changes in Incident Management Previous term Work Log Work Log Action New term Work Info Task What’s new for Help Desk users? This release replaces BMC® Remedy® Help Desk with Incident Management and Problem Management. Problem Management includes new processes to manage the life cycle of a problem investigation and known errors. A manager or administrator can build decision trees. and also the following features: ! Enhanced problem management—Problem investigations have a separate form.

Prioritization—Incident priority is now determined by impact and urgency. This can be configured by an administrator. Their own incident and change requests. as described in the BMC Remedy IT Service Management 7. Incident templates—These can be used to populate incident records with standard information that is entered on a regular basis. Terminology changes—You can find a terminology change in the following table. and for managers.0 Configuration Guide.0 Configuration Guide. This console gives requesters access to: ! ! ! Public broadcast messages. To define permissions and functional roles. Incident Management user roles ! 21 . A satisfaction survey. A template can also set a relationship to a configuration item (CI). as described in the BMC Remedy IT Service Management 7. for support staff. ! ! ! Table 1-2: Key terminology change between Help Desk and Incident Management Help Desk term Bulletin Board Incident Management term Broadcast Incident Management user roles Incident Management provides functionality for IT users with the requester role. An administrator can create templates for commonly occurring incidents.User’s Guide ! Scripts—These are detailed instructions that an administrator or manager sets up to help users record important information about an incident. Requester IT users can request resolution of incidents through the Requester console. review the permissions and functional roles sections in the BMC Remedy IT Service Management 7.0 Configuration Guide. Scripts can be used when recording or assigning an incident. which can be completed on resolution of an incident or change request. Important: The permission model in Incident Management has had several updates since version 6.0.

and updating incident records. This user is more of an administrator than a support user. Verifying the Customer Profile data and updating the information if appropriate. ! ! Support staff First-line support staff are members of the Service Desk. Support staff responsibilities include: ! ! Creating. Relating CIs to the incident. Registered User—This user has a record in the People form. then the user is considered a guest user. classifying. Closing incidents and determining customer satisfaction. If a user’s login information does not exist in the user record.0 The Requester console provides access based on the following permissions: ! Request Console Master—This user is responsible for configuring the Requester console. They are the primary contacts for all customers and are responsible for recording incidents and coordinating their resolution. Coordinating and validating resolutions with customers. Second-line and third-line support are considered subject matter experts. 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. the first-line support staff own all incidents and are therefore responsible for validating incident resolutions with their customers. Resolving incidents or assigning for resolution. Their main responsibility is to provide an accurate analysis and diagnosis of their assigned incidents to restore service to the affected customers. Guest users cannot create change requests. Typically. Escalating incidents that need to be resolved based on SLM terms or perception of urgency. The request console master can view all the requests submitted by other users.0 . ! ! ! ! ! 22 "Chapter 1—Introducing BMC Remedy Incident Management 7.BMC Remedy Service Desk: Incident Management 7.

templates. Their responsibilities include: ! ! ! Monitoring incidents. and decision trees. Facilitating the resolution of escalated incidents in accordance with the escalation policy. Ensuring the overall completeness and accuracy of closed incidents. as described in the BMC Remedy Change Management 7. Managing support group membership. Incident manager Incident managers are responsible for the quality and integrity of the incident management processes. Receiving notifications of incident assignments and escalations. Monitoring open incidents requiring assignment. Ensuring that incidents requiring root cause analysis are copied into Problem Management.0 User’s Guide. Reviewing reports. Ensuring the resolution of incidents within the support group's service targets. Managing scripts. ! ! ! ! ! ! ! ! Incident Management user roles ! 23 . They can also participate in the change management process. Managing the assignment of incidents to their appropriate support groups for resolution.User’s Guide Support can also participate in the problem management process. They coordinate the assignment of incidents to support staff. Support group leads and managers are responsible for the work of members of their support group. as described in the BMC Remedy Service Desk: Problem Management 7.0 User’s Guide.

At each stage. The status of the incident is indicated by both color and text. 24 "Chapter 1—Introducing BMC Remedy Incident Management 7. you can use accelerators to move the incident to a pending state or to the next stage. For example. rooted in ITIL processes. By using the process flow accelerators. The current stage of the incident is highlighted. guiding you through the stages of the incident life cycle. you are following ITIL best practices. the diagram provides accelerators applicable to the current stage.0 . a dialog box appears. 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.BMC Remedy Service Desk: Incident Management 7. You can also enter optional recommended data in the dialog box. as indicated by best practices. A diagram shows the five stages of an incident request. When you select an accelerator. prompting you to enter the data required to complete the task.0 Process flow and the life cycle of an incident request The Process Flow Status area displays the process flow of the incident request within the Incident form.

User’s Guide Figure 1-2: Selecting an accelerator from the Process Flow Status wizard Figure 1-3: Example of form displayed by Process Flow Status wizard Process flow and the life cycle of an incident request ! 25 .

Closed Next stage Generate problem Generate change Enter pending (or resume) Reopen Close ! ! In this stage the incident is closed. see “Recording a new incident” on page 108. If the incident cannot be ! Generate change resolved or a root cause analysis is ! Relate CI required. For details. Incident closure In this stage. For details. you make sure that the incident has successfully restored the service to the customer and that the customer is satisfied with the outcome.BMC Remedy Service Desk: Incident Management 7. ! ! ! ! Resolution and In this stage. For details. The purpose of this stage is to accurately record and recognize disruptions to services provided by IT to its customers. ! Enter pending (or resume) see “Investigating and diagnosing an incident” on page 132. you resolve and recover recovery from the service disruption to enable the customer to resume work. 26 "Chapter 1—Introducing BMC Remedy Incident Management 7.0 . Tasks ! ! ! Next stage Enter pending (or resume) Select template Investigation and diagnosis In this stage. No None further activities are performed on the incident. see “Closing an incident” on page 147.0 Table 1-3: The five stages of an incident request Incident stage Description Identification and recording This stage initiates the incident management process. see “Resolving an incident” on page 141. For details. you can escalate the incident to problem management. Note: Generate change is available only as a task if Change Management is installed. you can search existing Next stage information to identify a possible ! Generate problem solution.

Chapter 2 Using functions common to all ITSM applications This section contains basic procedures that are common to most forms and consoles. The following topics are provided: ! ! ! ! ! ! ! ! Opening the main application console (page 28) Working with the Overview console (page 31) Working with records (page 38) Working with relationships (page 43) Adding work information (page 51) Creating reminders (page 53) Sending pages and email messages (page 60) Working with reports (page 65) Using functions common to all ITSM applications ! 27 . Most of the information in this section is similar throughout the ITSM suite.

0 Opening the main application console You start an ITSM application by opening its main console. b In the Password field. See the following instructions for information about opening the main console. type your user name. 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. How you do this depends on whether you want to view the console through the BMC® Remedy® User client or through a browser. by way of BMC Remedy User. Figure 2-1: Login dialog box 2 Perform the following steps: a In the User Name field. " To open the application’s main console from the BMC Remedy User tool 1 Choose Start > Programs > Action Request System > BMC Remedy User.BMC Remedy Service Desk: Incident Management 7. 28 "Chapter 2—Using functions common to all ITSM applications . The Login dialog box appears. enter your password.

User’s Guide c In the Preference Server field. if you have a report server from which you can access predefined reports. b In the Options dialog box. specify the server name if your administrator set up a preference server for centralized user preferences. For example. click the Home Page tab. The Home Page form opens automatically. If it does not. perform the following steps in BMC Remedy User: a Choose Tools > Options. you specify it here. Figure 2-2: Home Page tab on the Options dialog box Opening the main application console ! 29 . 3 Click OK to log in.

company. <port> is an optional port number. " To open a main console from a browser 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.com.BMC Remedy Service Desk: Incident Management 7. <arsystem_server> is the name of your BMC Remedy AR System server. 30 "Chapter 2—Using functions common to all ITSM applications . 4 When the IT Home page opens. 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. click the Incident Management Console link from the navigation pane. specified in the format server_name. which is needed if the web server is not on the default port (port 80).0 c Select the check box to open the home page automatically.

see Figure 2-3 on page 30. It provides quick access to the information you need and to the procedures that you perform most often. For an illustration of the IT Home page. This section discusses how to use the Overview console. Figure 2-4: BMC Remedy IT Service Management Overview console Working with the Overview console ! 31 .com/Rem/IssuesAndSolutions/ CompatibilityMatrix/index. click the Incident Management Console link in the navigation pane. Working with the Overview console The Overview console is the primary interface for support staff.remedy.jsp 2 Enter your user name and password. see the compatibility matrix at: http://supportweb.User’s Guide For a list of supported browsers. 3 When the IT Home page opens. then click Login.

The Overview console appears. Using the Assigned Work table The Assigned Work table lists different types of records. SDB—Identifies solution database entries. problem investigations. or change requests.0 Opening the Overview console The BMC Remedy IT Service Management Overview console provides quick access to commonly performed functions. click the Overview Console link. ! ! ! 32 "Chapter 2—Using functions common to all ITSM applications . " To open the Overview console from a browser 1 Launch your browser as described in “Using a browser to open a main console” on page 30. under the Remedy Foundation Elements heading.BMC Remedy Service Desk: Incident Management 7. 2 On the Home Page form. INC—Identifies incidents. TAS—Identifies tasks. BMC Remedy Problem Management must be installed for you to be able to create and view solution entries. BMC Remedy Incident Management must be installed for you to be able to create and view incidents. BMC Remedy Change Management must be installed for you to be able to create and view change requests. click the Overview Console link. under the Remedy Foundation Elements heading. 2 On the Home Page form. The Overview console appears. Each type of record is identified by a specific prefix: ! CHG—Identifies change requests. The types of records that you can select depend on the BMC Remedy applications that are installed. " To open the Overview console from your desktop 1 Open BMC Remedy User as described in “Using BMC Remedy User client to open a main console” on page 28. Tasks can be attached to incidents.

User’s Guide ! PBI—Identifies problems. if there are more records than the application can show in the table. Selected Groups—The options below this heading apply to records that are assigned to your support groups. ! ! Show All—Shows all records. PR—Identifies purchase requisitions. PKE—Identifies known errors. ! ! 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). BMC Remedy Problem Management must be installed for you to be able to create and view known errors. the records for all those groups appear. When using a browser. BMC Remedy Asset Management must be installed for you to be able to create and view purchase requisitions. you are prompted to select from all support groups for which you are a member. If you belong to more than one support group. but which are assigned to the groups you select. Show Unassigned—Shows all the records that are unassigned to an individual. use the arrow keys at the top corner of the table. you can see the next grouping of entries by placing the pointer in the table and right-clicking. You can create new records by clicking the Create button that appears below the table. Personal—Shows all the records that are assigned to you. Show Unassigned—Shows all the records that are unassigned. then clicking either Next or Prev. In the Windows environment. BMC Remedy Problem Management must be installed for you to be able to create and view problems. ! All My Groups—Shows all the records that are assigned to all support groups that you belong to. ! ! ! ! Show All—Shows all records for the groups you select. Working with the Overview console ! 33 . When you select an option for selected groups.

Figure 2-5: Select Request Type dialog box 2 From the Request Type list.BMC Remedy Service Desk: Incident Management 7. 4 Enter all the required information to create the request. The New form of the application appropriate to the type of record you are creating appears. see the related application’s user guide. The types of requests you can create from the Overview console depend on the applications you have installed. For details on creating a new incident. The Select Request Type dialog box appears. see “Recording a new incident” on page 108. Note: The available request types depend on which ITSM applications are installed on your system. 34 "Chapter 2—Using functions common to all ITSM applications . you can create new records for the various ITSM applications installed on your system. 3 Click Select.0 Creating records From the Overview console. click Create. For more information about creating other types of records. " To create records 1 From the Overview console. select the type of record you want to create.

click Search. The Refresh button is located in the top right corner of the console. Refreshing data After you create or modify a record. 2 From the Request Type list. you can return to your defaults by clicking Set to Defaults. For more information about searching for records. Working with the Overview console ! 35 . " To search for records 1 From the Overview console. If you have changed the search criteria. The types of records you can search for depend on the applications you have installed. 4 Enter search criteria as needed to search for the record. you can search for records from the various ITSM applications installed on your system. select the type of record for which you want to search. see “Searching for records” on page 38. The Select Request Type dialog box appears. 3 Click Select.User’s Guide Searching for records From the Overview console. Note: The request types available depend on which ITSM applications are installed on your system. A search dialog box appropriate to the type of record for which you are searching appears. click Refresh to see the latest changes in the Assigned Work table.

to view and create messages that can be viewed by the entire organization or by users in the support. see “Broadcasting messages” on page 55. Changing the console view The links under Console View help you filter records that appear in the Assigned Work table. 36 "Chapter 2—Using functions common to all ITSM applications . ! ! Opening other applications Use the Other Applications links to open other. Using console functions The following links are under the Console Functions heading: ! Select Status Values—Lets you see only those records in a certain state. Using the navigation pane The pane on the left side of the console is the navigation pane. approver. For more information about using the Console View functions.BMC Remedy Service Desk: Incident Management 7. Problem Management—Opens the Problem Management application. management. and administrator groups. on the lower portion of the console. which you specify from the Select Status Values dialog box. available ITSM applications. See “Selecting status values” on page 37. as described in “Setting application preferences” on page 106. This function is also available from the Incident Management console. My Profile—Lets you set your profile. Application Preferences—Lets you set your application preferences and options. Change Management—Opens the Change Management application. See “Viewing your profile” on page 37. see “Using the Assigned Work table” on page 32. 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.0 Viewing and creating broadcast messages Use the Broadcast feature. For information about using Broadcasts.

" To select status values 1 From the navigation pane in the Overview console. 2 Update the information at the top of the form. In this form. View permissions. The Select Status Values dialog box appears. then click OK. " To modify your profile 1 From the navigation pane. and so on. 2 Select the status values for each category from the lists. choose Console Functions > Select Status Values. choose Console Functions > My Profile. SLM—Opens the Service Level Management application. ! For detailed information about the People form. you can: ! Update company information such as organization. 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. see the BMC Remedy IT Service Management 7. Viewing your profile You can view and modify your personal profile. When you click My Profile.User’s Guide ! ! ! ! Asset Management—Opens the Asset Management application. Approval—Allows you to view all requests pending approval.0 Configuration Guide. or click the tab corresponding to the area in which you want to change the profile information. The People form appears. and home address. the People (Search) form appears. 3 If the Assigned Work table does not refresh with the filtered records. business. Working with the Overview console ! 37 . click Refresh to reload the table’s contents. CMDB—Opens the BMC Atrium CMDB Class Manager console. The dialog box closes.

0 Make your changes by selecting from the various lists that are available. click Save. Using quick actions The Overview console lets you perform certain quick actions. select the appropriate action. You execute this type of search from the Search area near the top of the console. and more accurate than typing the information. you might see a plus sign (+) included in a field label. records created by you. assigned to you or to your support group. For a description of how to run this type of search. See “Printing records” on page 41. see “Searching your records” on page 39. ! Print—Lets you select records and print their contents. From the Quick Actions list. more consistent. 38 "Chapter 2—Using functions common to all ITSM applications . Home Page—Opens the Home Page. Searching for records Two types of searches are available from the Incident Management console. If a selection list appears.BMC Remedy Service Desk: Incident Management 7. 3 When you finish making the changes. 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. Working with records This section discusses some of the common functions related to record handling. If an exact match is located. the application automatically completes the field. and so on) and that meet your specific search criteria. double-click the item you want to put in the field. You can type part of the information next to these fields and press ENTER. Using auto-fill fields and lists is faster. then click Execute. ! Auto-filling fields As you work with the forms and dialog boxes.

" To search records assigned to your groups 1 From the console Search area. then on your profile click the Support Groups tab. The other type of search looks through all of the records that meet your search criteria. You run this type of search by using the Search Incident link in the navigation pane of the Incident Management console. choose Console Functions > My Profile. For more information about this function.User’s Guide Note: To view the support groups you belong to. see “Viewing your profile” on page 37. Figure 2-6: Search Criteria area Note: The most commonly searched-upon record fields appear in the Search Criteria area of the console. from the navigation pane. 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. 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. see “Searching all records” on page 41. regardless of their associations to people or groups. 2 Click Search. More record fields are available as search criteria under the Advanced Search option. For a description of how to run this type of search. select your search criteria from the various selection boxes. as described in “Using the Advanced Search feature” on page 40. Working with records ! 39 .

Using the Advanced Search feature If your search returns too broad a range of records. 3 Scroll through the Assigned Work table to find the specific record you want. For example. and so on). click the appropriate operator button.” you would construct the following search: 'Priority' = "High" 3 Click Select. you can perform an advanced search to narrow the results.BMC Remedy Service Desk: Incident Management 7. to search for an incident with a priority of “high. 40 "Chapter 2—Using functions common to all ITSM applications . To insert operators (+. select the keywords or record fields on which you want to search. Do not forget to place literal values between quotation marks. The Advanced Qualification Builder dialog box appears.0 The Assigned Work table updates with the results of your search. =. You can also search for another record from within an open record by using the standard BMC Remedy User search function. " To use the Advanced Search feature 1 From the Incident Management console. The dialog box closes and you return to the main console. >.<. click Advanced Search. Note: If the search returns a large number of records. Figure 2-7: Advanced Qualification Builder dialog box 2 From the Keywords or Fields selection boxes. use the Advanced Search feature to help you narrow the results.

4 Scroll through the table to find the specific record you want. Searching all records The following procedure describes how to search all incidents. or anytime you need to search all incidents. The form is laid out in a similar way to the Incident form.User’s Guide 4 Click Search. " To search all records 1 From the navigation pane in the Incident Management console. 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. and contains the same tabs and fields. Working with records ! 41 . A form appears that allows you to perform the search. The search results table updates with the results of your search. choose General Functions > Search Incident. You can use any of the tabs and fields in the form to specify your search criteria. 3 When you finish entering your search criteria. When the search finishes. build your search condition. click Search. choose General Functions > Search Incident. Use this procedure to print a record. open it in the Incident form by double-clicking it in the search results table. enter as much information into the form as you can. Use this type of search when you are looking for an incident that is not associated with your ID or your group’s ID. the search results table lists all of the records that match the search criteria. 5 When you find the record. " To print a record 1 From the navigation pane in the Incident Management console. To reduce the number of records found by the search. 2 Using the tabs and fields.

" To modify a record 1 From the Incident Management console. then click Execute. 2 Click the tab that contains the information you want to update.0 2 Select the record you want to print. from the Quick Actions list. 4 Click Save. you can modify or update the information it contains. Modifying records After you generate a record. allowing you to view the record before you print it. 3 Make the appropriate changes. The Business Objects Report Preview dialog box appears. click the Print icon to send the record to your local printer. 42 "Chapter 2—Using functions common to all ITSM applications . select Print. then go to step 4. 5 Close the Business Objects dialog box. open the record that you want to modify.BMC Remedy Service Desk: Incident Management 7. Note: If you already have the record open and want to print it. 3 At the bottom of the console. Use the following procedure to modify a record. When the print confirmation dialog box appears. 4 Click the Print icon on the menu bar at the top of the dialog box. click Print at the bottom of the form to open the Business Objects Report Preview dialog box.

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. 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. open the incident from which you want to define a relationship. 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. " To define a relationship 1 From the Incident Management console.User’s Guide Working with relationships By defining and maintaining relationships among records. 2 Click the Relationships tab. Figure 2-8: Relationships tab Working with relationships ! 43 .

A dialog box appears that allows you to perform a search.0 3 From the Request Type list at the bottom of the Relationships tab. 5 Complete the search criteria tabs with the relevant information. For example. 6 From the search results table. 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. Try to supply as much information as possible in the search dialog box to reduce the overall number of records returned by the search. select the type of record to which you want to relate the current record. then click Search. select the configuration item with which you want to create the relationship. The matching results appear in a search results table. to relate your incident to a configuration item. 44 "Chapter 2—Using functions common to all ITSM applications . select Problem Investigation from the Request Type list.BMC Remedy Service Desk: Incident Management 7. 4 Click Search.

select one of the following options: ! ! ! Relate the current record to the originating record. click View CI Unavailability. To see additional details about the originating record. click Details. An information message dialog box appears.User’s Guide 7 From the Relationship Type list at the bottom of the search dialog box. 8 Click Relate. To link a record a Click Linked Incident. 11 In the Current Events dialog box. To relate the current record to the selected unavailability record a Click Relate. too. Working with relationships ! 45 . The lower table lists any current Unavailability recorded in an incident. displaying a confirmation message. b To see additional details about the unavailability. Broadcasts can be generated from other ITSM application modules. c To see information about the record that generated the unavailability. 10 Click Close to close the search dialog box. Relate the current record to the selected unavailability record. Link a record. To relate the current record to the origination record a Select the broadcast from the list. b Click Originating Record. If there are events for the related item. 9 Click OK to dismiss the dialog box. click Details. This dialog box shows all current broadcasts that have been generated and related to the associated item. The Relationships tab appears with the newly created relationship visible in the Relationships table. select the type of relationship you want to create. the Current Events dialog box appears.

A list of relationship types appears. This dialog box contains a table of all other records related to the record you selected in step 3.BMC Remedy Service Desk: Incident Management 7. then click Execute. If you determine that any of these other relationships should be related to the current record. " To copy relationships 1 From the Incident Management console.0 An administrator can disable Current Events functionality in the Configure Incident Rules form. open an incident. Copying relationships When you define a relationship between the current record and another record. select a record related to the current incident. you can define the relationship from this form. select it. the other record might also have one or more records related to it. select the other record that you want to relate to the current record. 2 Click the Relationships tab. Note: You cannot use this procedure to copy related CIs.0 Configuration Guide for information about how to do this. 4 From the Quick Actions list. Use this feature to help you determine whether you want to relate the other record to the current record. 5 From the table of related records. By doing this. See the BMC Remedy IT Service Management 7. 6 Click inside the Relationship Type field. Note: To see the details of the other record. which you open from the Relationships tab. A form appears with detailed information about the selected record. you can look at the related record’s other relationships. 46 "Chapter 2—Using functions common to all ITSM applications . then click View. Using the Copy Related Relationships form. select Get Related Relationships. The Copy Related Relationships dialog box appears. you can more thoroughly document all of the record relationships. 3 From the Relationships table.

that are affected by the content of the record.User’s Guide Note: The contents of the Relationship Type list depends on the type of record you are trying to create the relationship with. " To indicate an impacted area 1 From the Incident Management console. Indicating impacted areas The Impacted Areas dialog box gives you a place to show the region. Click OK to dismiss the note. location. then click Select. open the incident for which you want to indicate an impacted area. A note appears confirming the relationship creation. and so on. 8 Close the Copy Related Relationships form. 2 In the navigation pane. The newly created relationship appears in the Relationships table. The Impacted Areas dialog box appears. Use the following procedure to indicate the impacted areas. choose Advanced Functions > Impacted Areas. 7 Select the type of relationship you want to create. site. Figure 2-10: Impacted Areas dialog box Working with relationships ! 47 .

Region. Modifying relationships After you define a relationship.BMC Remedy Service Desk: Incident Management 7. Company. then click Execute. select Modify Relationship Type. select the relationship you want to modify. Use the following procedure to modify the relationship. You can add as many impacted areas as necessary. 2 Click the Relationships tab. 48 "Chapter 2—Using functions common to all ITSM applications . You can also delete areas that you have previously chosen in this dialog box. and so on. click Close. The Modify Relationship dialog box appears. 3 From the Relationships table. 4 From the Quick Actions list. 5 When you are finished indicating the impacted areas. Note: Required fields are marked with an asterisk. you change the relationship type and update the relationship description. for example.0 3 Select items from the various lists that help to describe the impacted area appropriate for the incident you are working on. 4 Click Add. open the incident that has the relationship you want to modify. " To modify a relationship 1 From the Incident Management console.

4 From the Quick Actions list.User’s Guide Figure 2-11: Modify Relationship dialog box 5 Enter the new relationship details according to the on-screen instructions. open an incident. 2 Click the Relationships tab. 3 From the Relationships table. Performing quick actions on a relationship You can perform many other actions on a relationship. Working with relationships ! 49 . such as Get Impacted Areas. " To perform a quick action 1 From the Incident Management console. For a list of these actions. select the relationship entry for which you want to perform the action. select the action you want to perform. 6 Click Save to save your changes. see Table 2-1 and Table 2-2.

into the current incident’s impacted areas. Copies the product categorization from the selected CI to the resolution of the current incident. prompts you to select impacted areas. as indicated in the following table.0 The following table lists available quick actions for any related item. as defined in the selected CI. you can create CI unavailability for the selected CI. Table 2-1: Effects of general relationship actions Relationship action Get Related Relationships Effect Copies the relationships of the selected record to the current incident’s relationships. Copies the product categorization from the selected CI to the classification of the current incident. Table 2-2: Effects of relationship actions for related CIs Relationship action CI Relationship Viewer Effect Opens a graphical relationship viewer that shows a selected CI’s relationship with other records. Get Impacted Areas 5 Click Execute. Copies the impact and urgency of the selected CI. If Asset Management is installed. Modify Relationship Type Additional quick actions are available when you select a related configuration item. as described in “Modifying relationships” on page 48. Prompts you to modify the relationship type. Create New CI Unavailability Get CI Impact/Urgency Get CI Product Categorization Get CI Resolution Product Cat. 50 "Chapter 2—Using functions common to all ITSM applications .BMC Remedy Service Desk: Incident Management 7. If Asset Management is installed.

3 In the Relationships table. Use this feature to add work information regarding activities performed on the current record.0. Adding work information Work Info is a new feature that replaces the Notes and Notes log fields from ITSM 6. open the incident that you want to add the work information to. 4 Click Remove. and include the date.User’s Guide Removing relationships Use the following procedure to remove a relationship. ! These are just some of the options available from the Work Info Type list on the Work Info tab. select the relationship you want to remove. you might want to add work information about the following activities: ! General Information—Notes about the record. " To remove a relationship 1 From the Incident Management console. " To add work information 1 From the Incident Management console. For example. Click Yes when the application prompts you to confirm the removal. 2 Click the Work Info tab. such as a bulletin received from a vendor. Adding work information ! 51 . The application refreshes the Relationships tab. for example. you might want to add a note that a particular CI was deployed. 2 Click the Relationships tab. Vendor communication—Notes about communication with a vendor. open the incident that contains the relationship you want to remove. You access this feature from the Work Info tab of the current record.

7 From the Locked list. including requesters from the Requester console. Information sources can include. right-click in the attachment table and select Add from the menu that appears. and click Report. select Internal or Public. 9 Click Save. select one or more entries.0 Figure 2-12: Work Info tab 3 From the Work Info Type list. 5 Enter the details of your work information record in the Summary and Details fields. ! ! Internal—If you want users within your organization to see the entry. you cannot modify the work log after you save it.BMC Remedy Service Desk: Incident Management 7. 52 "Chapter 2—Using functions common to all ITSM applications . 10 To see a report of selected work information entries. 8 From the View Access list. phone. 4 From the Source list. 6 To add an attachment to the record. or the Web. Public—If you want everyone with access to the application to see the entry. Important: If you select Yes. select the type of work information you want to add. for example. select Yes or No to lock the log. email. select the source of this information.

and can specify when they will be sent. You can create generic reminders. ! " To create a reminder 1 To open the Reminders dialog box.User’s Guide Creating reminders Use reminders to create notes for yourself and others. the reminder is specific to the open record. the reminder is general in nature. Incident form—You can view all reminders associated with that incident. or you can create reminders that are associated with a specific request. 2 Click the Create Reminder tab. Creating reminders ! 53 . This includes reminders created by other users of Incident Management. you can send yourself a note about a specific incident to remind yourself to follow up on it. choose General Functions > Reminders. ! Note: If you create a reminder from the application’s main console. perform either of the following steps: ! From the navigation pane in the Incident Management console. If you open a record and create a reminder. You can create and view reminders from either the Incident Management console or from within a specific incident. For example. choose Functions > Reminders. 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. You can send the reminders by email or by BMC Remedy Alert. From the navigation pane in the Incident form.

BMC Remedy Service Desk: Incident Management 7. then delete the contents of the Link to Request-ID field. 6 In the Time field.0 Figure 2-13: Completed Create Reminder tab Note: If you are creating the reminder from the main console. type the name of the person or group to whom you want to send the reminder. enter the date and time you want the application to send the reminder. You can type the information directly into the field. 4 From the Notify list. skip the next step. 3 To remove the link between the reminder you are creating and the open record. 7 In the Subject field. or a support group. depending on whether you are sending the reminder to a single person. If you need more space to type the entry. another dialog box appears that allows you to specify which of the matching names you want to receive the reminder. The Request-ID and Form fields are populated automatically by the application. select. click the Browse button next to the field. If the application discovers multiple matches with the name you entered. the Time field contains the current date and time. select either Individual or Group. 5 In the Recipient field. 54 "Chapter 2—Using functions common to all ITSM applications . The Request-ID field links the reminder to the open record. If you type a person’s name and press ENTER. A larger text entry box appears. enter information about the reminder. By default. or you can click the button next to the field and select the date and time from the calendar that appears. the application automatically populates the AR Login field.

From the current record. You can use this feature to send messages about work in progress. in the navigation pane. " To create a broadcast message 1 You can open the New/Modify Broadcast dialog box from two locations. You can also use this feature to view messages that were broadcast to you from other groups in your organization. which appears below the Broadcast table. selected groups within the organization. system status. planned work. and so on. If you create a broadcast from the main console. you must have the functional role of Broadcast Submitter. click the ellipsis button next to the field. If you create a broadcast from an incident. Creating broadcast messages This section describes how to create a broadcast message using the New/Modify dialog box. A confirmation message appears. type the reminder message text. The reminder is sent at the time you specified. If you need more space to type the entry. 9 Click Save. and to external customers as well. choose Functions > Broadcast Incident. 10 Click Close to close the Reminders dialog box. A larger text entry box appears. as follows: ! From the Incident Management console.0 Configuration Guide for details. a relationship is created between the broadcast and the incident. 8 In the Message field. Broadcasting messages This feature lets you send messages to your entire organization. click Create. it is not related to a specific record. ! Creating reminders ! 55 . See the BMC Remedy IT Service Management 7.User’s Guide The information in this field appears in the subject line if the reminder is sent by email. To create a broadcast.

you can specify the site. the broadcast is sent to everyone. Broadcast Message—The text of your message. ! ! ! ! Subject—A short description of what the broadcast is about. organization. Broadcast Type—Select a broadcast type from the list. If you complete the other location fields. you can indicate a very specific part of the company. click in the Broadcast Start Date field. 56 "Chapter 2—Using functions common to all ITSM applications . For example. however. Only users with access to this company will see the broadcast. ! Company—Select the company to which this broadcast pertains. Broadcast Start Date and Broadcast End Date—To start the broadcast now. To select a date from the calendar. You can also specify times of the day using the Time feature at the bottom of the calendar. or department. click the Browse button next to the field.0 Figure 2-14: Completed New/Modify Broadcasts form 2 Enter information in the required fields. Required fields appear in bold on the Broadcast Details tab. The Company field is mandatory. and press ENTER.BMC Remedy Service Desk: Incident Management 7. If you select Global from the Company list. 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.

the field appears disabled.User’s Guide ! Broadcast Originated From—This field is completed by the system. ! ! Priority—Select a priority level for the broadcast. When the Email System form appears. 3 To add an attachment to the broadcast message. Support Organization. ! ! ! ! Use the Manual Email button to manually send an email about the broadcast to a person or group. View Access—Select Internal if you want the broadcast visible only to members of your organization. If you broadcast from an incident. perform the following steps: a Click the Authoring Groups tab. Creating reminders ! 57 . The choices are Low. Support Company. this is set to Incident. b Click Manage Authoring Groups. Click Open to attach the indicated file. The contents depend on where you are creating the broadcast. You must complete all three fields. right-click inside the table and choose Add from the menu that appears. Notify—Select Yes if you want a broadcast notification automatically sent to an individual or group. c Indicate the group that you want to have authoring rights by selecting from the menus. Click Add when you are finished. and Support Group. If you create a broadcast from the main console. You are limited to one attachment for each broadcast. Medium. The Authoring Group dialog box appears. The notification is sent at the time and on the date specified in the Broadcast Start Date field. 4 If you want members of another group to be able to modify the message. then click Send Email Now. Broadcast Originated From ID—This field is populated by the system. enter the recipient’s email address in the Internet Email field. The Add Attachment dialog box appears. an Email button and the Notify Support area appears. and High. but only when you create a broadcast from within a record. Use the Notify Support area to indicate the group you want to notify of the broadcast. Select Public if you also want the broadcast visible from the Requester console. If you select Yes. Use this to indicate the file you want to attach.

or another incident. you are looking at all of the broadcast messages. When viewing a broadcast from either the Incident Management console or the Incident form. CI unavailability. While viewing broadcasts. as follows: ! From the Incident Management console. For information about how to do this. in the navigation pane. The View Broadcasts dialog box appears. 5 Click Save to save the broadcast message and close the dialog box. you can create a new incident from the broadcast. or click Close to dismiss the dialog box. select the message you want to view from the Broadcast table. and under some circumstances (when viewing the message from the current record) relate the broadcast message to the current record. choose Quick Links > View Broadcasts. the application asks whether you want to relate the new incident to the originating record. 2 To view another message. not just the ones related to the current record. create a new broadcast message. If the broadcast was created from a problem investigation. From the current record.0 Note: The support group you belong to appears in the table by default. see “Limiting the number of messages” on page 59. " To view broadcasts 1 You can view broadcast messages from two locations. ! Note: When viewing broadcast messages from the current record. Select the message you want to view from the broadcast messages table. then click View. you can modify the message (if you belong to an authorized authoring group). If the list contains a large number of messages. You can indicate another group.BMC Remedy Service Desk: Incident Management 7. the Broadcast Details tab displays the details of the selected broadcast. CI (configuration item). perform either of the following steps: 58 "Chapter 2—Using functions common to all ITSM applications . use the Broadcast Search Criteria tab to limit the number of messages. Viewing broadcasts This section describes how to view broadcast messages.

complete as many of the fields as possible. This tab contains search fields where you can specify criteria to reduce the number of broadcast messages displayed in the table. To return the smallest number of broadcast messages. ! If you are creating a new message. click either Create or Modify. If you are modifying the message. 4 When you finish specifying the search criteria. When viewing from the current record. click Search. then click View. Both actions open the New/Modify Broadcast dialog box. close the View Broadcasts dialog box. in the broadcast messages table. 2 Click the Broadcast Search Criteria tab. " To limit the number of messages 1 From the Incident Management console. 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. follow the instructions provided in “Creating broadcast messages” on page 55.User’s Guide ! When viewing from the main console. ! Creating or modifying a broadcast message To create or modify a broadcast message from the View Broadcasts dialog box. click the message you want to view. edit the fields according to the changes you want to make. Click Save when you finish making your changes. Creating reminders ! 59 . open an incident. 3 Complete the fields in the tab. ! Limiting the number of messages When viewing broadcast messages from the current record. The message details appear. select the broadcast message you want to view from the table.

Note: Notification messages to individuals.BMC Remedy Service Desk: Incident Management 7. can be sent by the application as pages or emails.0 Configuration Guide. The Paging System dialog box appears. based on incident assignments and other events. 60 "Chapter 2—Using functions common to all ITSM applications . For information about configuring notification to be sent as pager or email messages. open the incident from which you want to send the page. " To page a person or an on-call group 1 From the Incident Management console. see the BMC Remedy IT Service Management 7. 2 In the navigation pane. 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.0 Sending pages and email messages 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. choose Functions > Paging System.

you can see more information about an individual by selecting his or her name from the list. click the recipient’s name in the search results table. as follows. 5 Complete the fields in the Paging Information area. which contains detailed information about the recipient. If you are sending a page to a person (instead of an on-call group) and need help determining the correct person. then clicking View. Sending pages and email messages ! 61 . then click Select. This opens the People form. When the search finishes. 4 Select the recipient. To do this.User’s Guide Figure 2-15: Paging System dialog box 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. then click Send Page Now. complete the fields in the Search Criteria area. then click Search.

this information is available on the Notifications tab. as described previously. Pager Email—If the pager has an email address. When the People form appears. using information about the recipient already in the application. as described in the BMC Remedy IT Service Management 7. you can find this information by selecting the person’s name from the search results list. Note: To learn more about the service provider.0 Configuration Guide. ! ! ! ! 62 "Chapter 2—Using functions common to all ITSM applications . If you are sending the page to a person. then clicking View (as described in step 4). Alphanumeric Pager Message or Numeric Pager Message—Type your message in this field. If the pager number is unavailable to the application. If you are sending a page to a person. type it here. when possible. click the Notifications tab and look for the Pager Service Provider field. Pager Number—The application auto-populates this field with the pager’s telephone number. Manual Pager Number—If the pager’s telephone number is not available automatically from the paging system.0 ! Pager Service Provider—Select the recipient’s pager service provider from the list. See Manual Pager Number.BMC Remedy Service Desk: Incident Management 7. you must enter the pager number manually. ! Pager Type—The application populates this field automatically. type the pager’s telephone number here. 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. Be aware that only one of these fields is enabled. depending on the type of pager the recipient carries.

open the incident from which you want to send an email message.User’s Guide Sending email You can send messages about the current record using the Incident Management Email System. The Email System dialog box appears. This might include an SMS recipient or wireless PDA user. choose Functions > Email System. if you can send email to the device. 2 In the navigation pane. " To send an email message 1 From the Incident Management console. You can use this function to send email to any valid email address. Figure 2-16: Completed Email System dialog box Sending pages and email messages ! 63 .

BMC Remedy Service Desk: Incident Management 7. ! 4 To select another recipient. lets you automatically insert text from the record into the message text. 5 Complete the email information fields. b Click Search. which contains detailed information about the recipient. Email Message Body—You type the message text here. you can see more information about an individual by selecting their name from the list. click Select Current Assignee. the contact’s name with contact information appears in the table and is the default recipient. select the recipient’s name in the search results table. When you select the email recipient. then clicking View. these buttons let you insert the following values: ! ! ! ! ! Status Summary Details Resolution 64 "Chapter 2—Using functions common to all ITSM applications . This opens the People form. as described in steps 3 and 4. perform the following steps: a Complete the fields in the People Search Criteria area. to which you can append text or over-type. the internet email address updates from the people record. The current assignee’s name with contact information appears in the table. If you need help determining the correct name in the list. Current Assignee—To select the current assignee. ! Internet Email—This displays the recipient’s email address. if there is a current contact assigned to the record.0 3 Indicate the recipient by selecting one of the following options: ! Current Contact—When you open the Email System form. ! Email Subject Line—By default. A series of buttons. the subject line contains the incident ID number. to the right of the Email Message Body field. See the list that follows for a description of the fields. c When the search finishes.

Generating a report Use this procedure to generate a standard report without using qualifications (for information about generating reports with qualifications. see “Using qualifications to generate a report” on page 67. then click Add. The standard reports included with Incident Management are designed to be used without modification. For information about using qualifications. Navigate to. it means the corresponding field in the record contains no information. you can manage the scope of the report using qualifications. If the predefined reports return more information than you need. The Add Attachment dialog box appears. Important: If you use Crystal Reports software to modify the prepared reports supplied with Incident Management. right-click inside the Email Attachment table. and then select. The Report console appears.User’s Guide Note: If one or more of these buttons appear disabled. Customer Support can provide only limited assistance if you have a reporting problem. choose General Functions > Reports. In addition. there is no guarantee that problems resulting from these modifications can be solved. " To generate a report 1 From the navigation pane in the Incident Management console. Working with reports Incident Management provides a variety of predefined reports to give you quick and easy access to information the application. To do this. the file you want to attach. You use the Report console to generate these reports. Click Open. Working with reports ! 65 . Details of the attached file appear in the table. see “Using qualifications to generate a report” on page 67). ! Email Attachment—You can attach a file to the email message (you are limited to just one attachment). 6 Click Send Email Now.

This report lists incidents that were caused by changes. select the report you want to generate. This bar chart displays the number of resolved and closed incidents for each assignee. 3 If you select a report that requires a date range. the date range field appears. This bar chart displays the number of open incidents for each assignee. Report Incidents by Activity Time Description This report lists all open incidents and the amount of time since the reported date.0 Figure 2-17: Report console 2 From the Report Name list.BMC Remedy Service Desk: Incident Management 7. 66 "Chapter 2—Using functions common to all ITSM applications . This report lists incidents and their assigned support groups for a specified date range. Select a start date and end date for the report. Note: This report is available only if Open Incident Volume by Assignee Resolved and Closed Incident Volume by Assignee Group Assignment to Incidents Change Induced Incidents Change Management is installed.

The Report console appears. ! 5 Click Run Report. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. you can rerun the qualified report without having to re-specify the qualifications. see “Using advanced qualifications to generate a report” on page 69. By saving the qualifications. To create a report using advanced qualifications. 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. Working with reports ! 67 .User’s Guide 4 From the Destination list. keywords. and operators. or build advanced qualifications using field names. choose General Functions > Reports. " To use qualifications to generate a report 1 From the navigation pane in the Incident Management console. You can tell the report to search only certain specified fields for particular values. The following procedure describes how to create basic report qualifications from the Define Report Qualification area of the Report console. File—The report is saved to the path and file you specify. Printer—The report is sent to the printer you specified in the Print Setup dialog box.

click Save Qualification. enter a name for your qualification. 6 Click OK. A message appears stating that your qualification is saved. then type “001” in the right column. to create the qualification “Cost Center = 001” select “Cost Center” from the list in the left column. For example. select the name of the report you want to generate. you can rerun this report without defining the qualification again. select “=” from the operand list (middle column). and click OK. 68 "Chapter 2—Using functions common to all ITSM applications . See “Generating a report using saved qualifications” on page 70. Note: By saving the qualification. 3 In the Define Report Qualification area. You are prompted to name the qualification. 4 To save the qualification. create your qualifications from the lists. 5 In the Qualification Name field.0 Figure 2-18: Report console 2 From the Report Name list. You can use all five rows in the area to define qualifications.BMC Remedy Service Desk: Incident Management 7.

Figure 2-19: Advanced Qualification Builder dialog box 4 Using the buttons in the qualification builder. 5 Click Save. Working with reports ! 69 . construct your qualification. " To generate a report using advanced qualifications 1 From the navigation pane in the Incident Management console. select the name of the report you want to generate. The Report console appears. The Report console reappears. 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. 3 Click Advanced Qualification. The Advanced Qualification Builder dialog box appears. 7 From the Destination list. choose General Functions > Reports. Using advanced qualifications to generate a report The following procedure describes how to generate a report using advanced qualifications. ! 8 Click Run Report. File—The report is saved to the path and file you specify. 2 From the Report Name list.User’s Guide The Report console reappears.

BMC Remedy Service Desk: Incident Management 7. Figure 2-20: Saved Qualifications dialog box 3 Select the qualification from the table. ! 7 Click Run Report.0 Note: By saving the qualification. " To generate a report using a saved qualification 1 From the navigation pane in the Incident Management console. 70 "Chapter 2—Using functions common to all ITSM applications . File—The report is saved to the path and file you specify. The Saved Qualifications dialog box appears. you can rerun this report without defining the qualification again. Printer—The report is sent to the printer you specified in the Print Setup dialog box. See “Generating a report using saved qualifications” on page 70. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. The Report console appears. 6 From the Destination list. Generating a report using saved qualifications You can generate a report using qualifications that you created and saved previously. choose General Functions > Reports. and click Return Selected. 2 Click Select Saved Qualification. The Report console reappears.

User’s Guide 4 From the Destination list. Printer—The report is sent to the printer you specified in the Print Setup dialog box. ! 5 Click Run Report. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. File—The report is saved to the path and file you specify. Working with reports ! 71 .

0 72 "Chapter 2—Using functions common to all ITSM applications .BMC Remedy Service Desk: Incident Management 7.

It provides an easy. The following topics are provided: ! ! ! ! ! ! ! ! Requester role (page 74) Service Request Management users (page 74) Understanding the Requester console (page 76) Working with service requests (page 80) Working with service requests as the Request Master (page 91) Service Request form (page 98) Working with the Solution database (page 101) Viewing broadcast messages (page 102) Working with the Requester console ! 73 .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. user-friendly interface that allows users to quickly submit requests for change or incidents to IT through the two back-end applications.

Traditionally. after a requester made a telephone call to a central help desk. From the Requester console. 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. as a result. since non-registered users can also submit a service request. Registered User—This user has a record in the People form. than a support user. requesters can submit. and (in some cases) resolve their own requests.BMC Remedy Service Desk: Incident Management 7. Unknown User—All other users are considered to be unknown users even if the user has a record in the People form. the Change Management and Incident Management applications are preconfigured to work with the Requester console. the Requester console is not enabled if your organization turns off this option. If a user’s login information does not exist in the People record. view previously created requests. This user is more of an administrator. Any member of your organization can be a requester. you can create a request and submit it to the back-end application. However. track. The Requester console is the primary interface from where requesters can create and view their requests. then the user is considered a unknown user. ! ! 74 "Chapter 3—Working with the Requester console . Out of the box. and. a support staff member logged the request. The BMC Remedy Incident Management and BMC Remedy Change Management applications provide user self-provisioning. 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. However. The requester is typically an employee in the organization who must have a change implemented or an incident resolved. improve the overall efficiency. Using the Requester console. and respond to a survey form after the request has been resolved.0 Requester role Requesters are usually employees who need assistance from the IT support staff. the user might not be an employee. 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. Non-employees can also be requesters.

User’s Guide

Important: 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 Configuration Guide.

If a user meets any of the following conditions, the user type is “unknown user”:
!

The user has entries in the People form and in the AR System User form, but does not have an AR System Login ID in the People form. The user has an entry in the People form, but has neither an entry in the AR System User form nor an AR System Login ID in the People form. This type of user is also an AR System Guest User. The user does not have an entry in the People form, but has an entry in the AR System User form. The user does not have an entry in the People form or in the AR System User form. This type of user is also an AR System Guest User.

!

!

!

Some other factors that control allowing unknown users access to the Requester console follow:
!

Unknown users are not allowed access if the multi-tenancy option is turned on. Multi-tenancy provides restricted access of data from different companies or business units. This feature makes it possible to host multiple companies and their data on a single server. Multi-tenancy is limited to the company level. Configuration can differ on a per-company basis. Multi-tenancy from the user’s perspective is accessed by selecting the appropriate company from the list next to the Company field. The Tenancy Mode has to be set by a user with administrator and general access permissions on the System Settings form. For more information about ITSM foundation settings, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

Service Request Management users ! 75

BMC Remedy Service Desk: Incident Management 7.0
!

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.

!

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

The console is the entry point for users to create, view, update, or cancel their own service requests. For more information about the Requester console, see the following topics:
! !

Opening the Requester console (page 77) Functional areas and tasks (page 78)

76 "Chapter 3—Working with the Requester console

User’s Guide

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
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.
2 From the IT Home page, click Requester console.

The Requester console appears.
3 Create, view, modify, print, or cancel a request as needed.

For more information, see “Working with service requests” on page 80.

" Using a browser to open the Requester console
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

2 Enter your user name and password, then click Login. 3 When the IT Home page opens, click the Requester Console link in the

navigation pane.

Understanding the Requester console ! 77

BMC Remedy Service Desk: Incident Management 7.0

Functional areas and tasks
The Requester console has the following functional areas.
Console Area View Requests Function 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 “Filtering service requests” on page 83. 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 “Modifying a service request” on page 85. Search for requests by Request ID. See “Searching for service requests by Request ID” on page 86. Save the console view. Work on a survey. See “Completing surveys” on page 88.

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” on page 90.

Refresh button Broadcasts

Refreshes the Broadcasts and My Requests tables. Click Refresh to refresh the data in the tables. 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 “Viewing broadcast messages” on page 102.

78 "Chapter 3—Working with the Requester console

User’s Guide

Console Area Create a New Request button

Function Click this button to display the New Request wizard, from where you can create a new service request. For more information, see “Creating a service request” on page 80.

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 View button

Displays details about the request that is selected from the My Requests table. Displays the record that is selected from the My Requests table. For more information, see “Viewing a service request record” on page 84.

Print button

Prints the record that is selected from the My Requests table. For more information, see “Printing a service request” on page 86

Cancel button

Cancels the service request that is selected from the My Requests table. For more information, see “Canceling a service request” on page 87.

Reopen button

Lets you reopen requests that are in Completed or Rejected state. For more information, see “Reopening a service request” on page 87.

Close button

Closes the console window.

Understanding the Requester console ! 79

BMC Remedy Service Desk: Incident Management 7.0

Working with service requests
The following topics are provided:
! ! ! ! ! ! ! !

“Creating a service request” on page 80 “Filtering service requests” on page 83 “Viewing a service request record” on page 84 “Modifying a service request” on page 85 “Printing a service request” on page 86 “Canceling a service request” on page 87 “Reopening a service request” on page 87 “Completing surveys” on page 88

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 “Working with service requests as the Request Master” on page 91.

" To create a service request
1 From the Requester console, click Create a New Request.

The New Request wizard appears.

80 "Chapter 3—Working with the Requester console

the First Name and Last Name fields are pre-populated with their login information. the fields in the Requester section are populated from the user’s People record. a Select a definition from the Summary list that best describes your issue from the Summary list. All the fields are read-only. ! 2 Complete the required fields: Note: Required field names are in bold with an asterisk. If you are an unknown user. You must enter information in the required fields to be able to successfully submit the request. Unknown users must enter information in the Phone and Email. Working with service requests ! 81 . except the Phone and Email fields. which are editable.User’s Guide Figure 3-2: New Request wizard Pay careful attention to the following items for the Requester section: ! If you are a registered user. The Company is prepopulated with the single-tenancy company name.

You can include a note or an attachment. 3 (Optional) Click Add Attachment to enter request work information. c If you do not have a record in the People form. See “Working with the Solution database” on page 101. b Select an Urgency level for your request from the list. see “Modifying a service request” on page 85. based on the categorization of the summary. a change request is created. For more information about the Request Work Info dialog box. enter a summary of the request manually in the Summary field. then related solution database entries appear in the Possible Solutions table. If you select a summary definition that is an incident.BMC Remedy Service Desk: Incident Management 7. Note: Manually entering a summary or “ad hoc request” always creates an incident request if Incident Management is installed. Important: The Possible Solutions table appears only if the Problem Management application is installed. 4 Complete the optional fields: ! Date Required—Enter a date by when you require that this request be completed. but you must complete them. 82 "Chapter 3—Working with the Requester console .0 If the list does not list the specific request you want to log. the solution entry is related your request and the request is resolved automatically. ! ! Note: Unknown users must enter information in the Phone or Email fields 5 Click Save to save the request. then the Company. Possible solutions do not appear for manually entered summaries. Phone—Enter or edit your phone number. If Incident Management is not installed. Email—Enter or edit your email address. If a matching solution appears and you choose to use this solution. First Name and Last Name fields might not be populated.

Service request states For changes and incidents. This is the default view. when a service request is moved from In Progress to Completed after an incident or a change request reaches the Completed state. You can choose to change the default view by selecting another sort option. located on the left navigation pane of the Requester console. The options are: ! Open—Displays all your open requests.User’s Guide The New Request wizard closes. Users are notified whenever a service request undergoes a status change. ! All—Displays all your requests. they can see a list of only their own service requests. then clicking Save As Default View. The notification method is always by email. " To filter your service requests 1 Open the Requester console. 2 Filter your service requests by clicking the appropriate link from the View Requests section. The My Requests table displays the requests that fall under the selected status. for example. Filtering service requests When registered and unknown users access the Requester console. the My Request table console lists the status of its underlying service request. and the request you just saved appears in the My Requests table. as described in “Opening the Requester console” on page 77. Working with service requests ! 83 .

! To update the service request. The My Requests table displays only the requests that the logged in user has submitted. as described in “Filtering service requests” on page 83. " To view a service request record 1 Open the Requester console. Click View to display the record in the Request Details window. 3 From the My Requests table. View some details in the Request Details section. To cancel a submitted service request. Select a record. as described in “Opening the Requester console” on page 77. 4 View some details of the record in the Request Details section of the console. see “Printing a service request” on page 86. ! ! 6 Click Close. see “Canceling a service request” on page 87. sort the service requests to display the ones that you want to view.BMC Remedy Service Desk: Incident Management 7. you can view your submitted service requests. 5 Click View to display the record. 2 If necessary. see “Modifying a service request” on page 85. Figure 3-3: Request Details 1. Change requests are prefixed with CRQ and Incident requests are prefixed by INC. 3. To print the service request record. 84 "Chapter 3—Working with the Requester console . 2. select the service request record that you want to view.0 Viewing a service request record From the Requester console.

Figure 3-4: Request Work Info dialog box 4 Enter a summary of the work log in the Summary field. and then click Add Work Info. select the record that you want to modify. 2 From the list of your requests in the My Requests table. Click View. Working with service requests ! 85 . but only when it is advanced to a certain state. 3 Perform one of the following actions: ! Click the Add Work Info link from the Console Functions section on the left navigation pane. For information. click the Work Info tab. ! " To update the work information of a service request 1 Open the Requester console. Reopen the request—You can reopen a service request. You can make only the following changes: ! ! Cancel the request—See “Canceling a service request” on page 87.User’s Guide Modifying a service request There are limited updates you can make to your service request after you have submitted it. as described in “Opening the Requester console” on page 77. Update the work information—See “To update the work information of a service request” on page 85. ! The Request Work Info dialog box appears. see “Reopening a service request” on page 87.

If you need to add multiple attachments.0 5 Optionally. as described in “Opening the Requester console” on page 77. 2 Click Search by Request ID. you can add multiple work information entries. The matching request appears in the My Requests table. 3 Enter the complete Request ID or the numeric part of the ID. Printing a service request To enable the print functionality. 4 Make sure that ODBC Use Underscores is checked. as described in “Opening the Requester console” on page 77. You are limited to one attachment for each work information entry. 6 Click Save. 86 "Chapter 3—Working with the Requester console . 2 Choose Tools > Options. " To search by Request ID 1 Open the Requester console. Searching for service requests by Request ID You can quickly search for a service request by its Request ID. you can do the following steps: a Enter additional information in the Notes field. 6 Select the record you want to print from the My Requests table. b Add an attachment. 5 Open the Requester console. be sure to follow steps 1 through 4. 3 Click the Advanced tab.BMC Remedy Service Desk: Incident Management 7. " To print a service request 1 Log in to BMC Remedy User with your server name in the Preference Server field. The Options dialog box appears. 7 Click Print.

if necessary. Reopening a service request You can only reopen service requests that are in the Completed or Rejected state. 3 Select the service request record that you want to reopen. 2 If necessary. 3 Select the service request record that you want to cancel. as described in “Opening the Requester console” on page 77. " To reopen a request 1 Open the Requester console. sort the requests to show all Open requests. 6 Refresh the My Requests table. 4 Click Cancel. You cannot reopen a canceled service request until it reaches the Completed or Rejected state.User’s Guide The report appears in the Report Preview window. Working with service requests ! 87 . " To cancel a service request 1 Open the Requester console. as described in “Filtering service requests” on page 83. 8 Review the report. Canceling a service request You can only cancel a service request that is open. as described in “Opening the Requester console” on page 77. to view the status of all your service requests. You are prompted if you are sure you want to cancel to request. 5 Click Yes. sort the requests to show all Open requests. 2 If necessary. as described in “Filtering service requests” on page 83. and then click the Print icon on the toolbar. Note: The Cancel button changes to Reopen when you select a completed or rejected record.

select the record. The following note appears: The selected request has been reopened. The status shown depends on whether the request is a change or an incident Completing surveys You will be notified through email to respond to a survey after your service request is marked Completed. Click Reopen. Note: Surveys must be set up for your company and the option must be turned on. Each service request generates a separate survey.0 Figure 3-5: Reopening a record 1. If surveys are not set up and the survey option is not turned on. The request now appears as In Progress or Open. 2 Click View Survey. 2. " To complete a survey 1 Open the Requester console. Note: You can only reopen records that are in Completed or Rejected state. 5 Click OK to dismiss the note.BMC Remedy Service Desk: Incident Management 7. as described in “Opening the Requester console” on page 77. 88 "Chapter 3—Working with the Requester console . no surveys are generated. 4 Click Reopen. To reopen a canceled record.

Working with service requests ! 89 .User’s Guide The Survey dialog box appears. Figure 3-6: Survey dialog box 3 Select a survey. 4 Type your responses to the questions. Figure 3-7: Requester survey 5 Click Save. and then click Respond.

if there is a problem with a back-end application. click Reset Error to restart the service request. for example. Figure 3-8: Service Request form—Entries containing errors 3 To view the error status and its possible source. 2 From the navigation pane. It displays those service requests that contain errors of various types.0 Viewing service requests with errors If you have Command Event Master and Request Master permissions. 4 If you have Command Event Master permissions. 90 "Chapter 3—Working with the Requester console . click the Change/Incident Data tab. The Service Request form opens. " To view requests with errors 1 Open the Requester console.BMC Remedy Service Desk: Incident Management 7. as described in “Opening the Requester console” on page 77. you can view which service requests contain errors. choose Request Errors > View Requests with Errors.

6 Save any changes. click View Events to review the event log and troubleshoot the service request. For more information. Important: Delete service requests with caution. and either retry the event or ignore the event—See “To view the event log” on page 97.User’s Guide Users can now continue to work on the service request. see “Viewing the event log and troubleshooting” on page 97. Request Masters can do the following actions with the Service Request form: ! Add Work Info entries for service requests—See “To view or add work information” on page 94. Working with service requests as the Request Master ! 91 . 5 If you have Command Event Master permissions. and so on—See “Canceling a service request” on page 87 and “Reopening a service request” on page 87. however. See “Opening a service request record” on page 92. For information about the Service Request form. Request Masters. see “Service Request form” on page 98. The Service Request form is accessed by the Request Master users to troubleshoot system errors. Only users with AR System Administrator permissions are allowed to delete service request records. View the event log if a service request event has failed or is in error state. Use the accelerator links on the navigation pane to reopen a request. ! ! Note: The Request Master user must have Request Master permissions. They cannot be recovered. All other users need to use the New Request wizard to create service requests. Working with service requests as the Request Master Only users with Request Master permissions can access the Service Request form directly. cancel a request. cannot directly update any other form fields.

granted by company access in the People form. as can the AR System administrator. The Object List dialog box appears. and then click Find. Figure 3-9: Service Requests form Note: Request Masters can view records that they have access to. 2 Choose File > Open > Object List. 3 Click the Find tab. Request Masters with unrestricted access (that is. they have access to all companies) can view all service requests. 4 Enter Service Request in the Search what keywords? field.BMC Remedy Service Desk: Incident Management 7. " To open a service request record 1 Log in to the AR System. 92 "Chapter 3—Working with the Requester console .0 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.

User’s Guide

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 “Service Request form” on page 98.
6 Enter search criteria, and then click Search. 7 Select the service request record you want to view or troubleshoot from the

search results.
8 Follow these steps as needed:
! ! !

“Reopening a service request” on page 93 “Viewing or adding work information” on page 94 “Viewing the event log and troubleshooting” on page 97

9 Click Save.

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
1 Complete steps 1 through 7 from the procedure “To open a service request

record” on page 92.
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.

Working with service requests as the Request Master ! 93

BMC Remedy Service Desk: Incident Management 7.0

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 Completed.

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.

!

4 Click Save to save your changes.

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
1 Do steps 1 through 7 from the procedure “To open a service request record”

on page 92.
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.)

94 "Chapter 3—Working with the Requester console

User’s Guide 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 “Adding or viewing work information from a service request” on page 95.

3 Click Save to save your changes.

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.

" To add or view work information from a service request
1 Complete steps 1 and 2 from the procedure “Viewing or adding work

information” on page 94. The Work Info form appears. It looks slightly different, depending on whether you clicked View Work Info or Add Work Info.

Working with service requests as the Request Master ! 95

for example. A more complete description of the Work Info entry. Internal—Only the request master can view the work information. System-generated field containing the login name of the person who submitted the Work Info entry. or some other source. Web. System-generated field that contains the date the Work Info entry was created. Email. This character field contains a maximum of 100 characters.0 Figure 3-12: Request Work Info form—Adding Work Information 2 View or add information to the fields (field names in bold with asterisks are required fields). ! ! Public—Lets the requester view the work information. Only one attachment can be added per Work Info entry. A brief description of the Work Info entry.BMC Remedy Service Desk: Incident Management 7. Field name Date+ Source Summary Notes View Access Description Date and time when work information was created. Where work information came from. Submitter Submit Date 3 Click Save. Sets the View Access to the work information. 96 "Chapter 3—Working with the Requester console . Attachments Includes any attachments that pertain to the Work Info entry.

" To view the event log 1 Complete steps 1 through 7 from the procedure “To open a service request record” on page 92. you can review the event log and troubleshoot the service request. 2 Click View Events. Overall event status is indicated by the App Event Status on the Change/Incident Data tab. The Event History dialog box appears.User’s Guide Viewing the event log and troubleshooting If the service request cannot be completed because of an error from the backend application. Note: You need Command Event Master permissions in addition to Request Master permissions. Figure 3-13: Event History dialog box 3 View the event details: ! ! ! ! Protocol Access Mode Error Code Error Message Working with service requests as the Request Master ! 97 .

This is populated from the New Request wizard. By default.BMC Remedy Service Desk: Incident Management 7. This section describes the form fields for reference. Requesters can select a summary definition from the Summary list. and Impact. 5 Click Close. Field name Summary Description Summary of the request. Note: You cannot create a service request from this form.0 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. If a summary value from the Summary list is selected. the following values are set: ! ! ! Categorization Tiers 1 through 5 = NULL Impact = 3-Moderate/Limited Service Type = User Service Request Setup form. the event table is sorted with the recent event on top. see “Working with service requests as the Request Master” on page 91. Typical events should be retried when the problem indicated by the error message has been fixed. Users can also enter data in the Summary field without making a selection from the Summary list. Service Type. Service Request form Only users with Request Master permissions can open the Service Request form directly and perform certain actions. the following fields are automatically completed: Category Tiers. This list displays a list of summary definitions that have a status of Active. in reverse chronological order. For more information. If summary data is typed in. Note: Categorization data is mapped in the Operational Catalog 98 "Chapter 3—Working with the Requester console .

This is a system field (Field ID 7). This value is derived from the selected summary definition (each summary definition has been mapped to an appropriate request type. This provides consistent IDs for reference across the Requester console and the back-end application. the value is set to NULL. User-defined prefixes are not supported. If the user does not select a summary from the preconfigured summary list. The status of the service request. Whenever the service request Status data is changed. not the impact to the user requester. All of the state transition data for SRM:Request is stored in the SYS:Status Transition form. Date Required The date by which the requester requires the service request be completed. This setting indicates the impact to IT operations. If only Change Management is installed. 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. either change or incident). there is no service level workflow related to this field. 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 Incident. After a service request is submitted from the New Request wizard and the appropriate back-end application entry is created. the value is set to Change. Classification of the request based on the Summary. the service request Request ID is updated with the back-end application’s Request ID.User’s Guide Field name Request ID Description A unique identifier for the service request. Category Tiers 1 through 3 Request Type Impact Urgency The importance of the service request to the requester: ! Urgency—Selected by the user when creating the service request. Service Request form ! 99 . Note: This field is for informational purposes. Notes Status Further details about the service request. the value is set to 3-Moderate/Limited. If the user does not select a summary from the preconfigured summary list. 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.

where a blank SLA Responded field might indicate that the service target goal has been missed. Provides information from the back-end application for the service request record. This is particularly important in the case of a response-time goal. This value is pushed from the change or incident and indicates the owner of the request. change request must be responded to. the Submitter's data is copied to the Requested For fields. Requested For and Requested By/Service Location. If set to Yes. If the Submitter is not an Unknown User (the user is registered in the People form with an AR System Login and People ID). so the Add Request For field is automatically set to Individual. Change/ Incident Data tab Manager tab Work Info tab 100 "Chapter 3—Working with the Requester console .0 Field name Status Reason Description A further description of the Status. Escalations can be set up to notify the assignment group prior to acknowledgement or resolution breach times. The actual back-end Change or Incident request information appears. Not applicable if SLM is not installed. This is a system-generated field. The Requested By fields are set to default user data set in Application settings. the Submitter's data is copied to the Requested For as well as the Requested By fields.BMC Remedy Service Desk: Incident Management 7. SLA Responded Service level data pushed from back-end SLM forms. Date Submitted The date and time the service request was submitted. Requested By/Service Location data is automatically copied to the Requested For fields based on the type of Submitter. Service targets and milestones are defined from within the Service Level Management applications. The service request itself does not populate this field. or information of the user who submitted the service request. contain the same information. ! ! 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). SLM tab Displays the service targets and milestones for the restoration of the unavailability. Provides manager information for the service request record. Displays work information for the service request record. This person is notified if the SLA is breached. Requesters tab The two tabs. Only service requests for individuals are supported.

" To resolve an incident request by using the Solution database 1 Open the Requester console. possible solutions appear only if they exist in the solution database under the same category. this table does not display. If you have only Change Management installed. After you select a summary. The New Request wizard appears.User’s Guide 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. as described in “Opening the Requester console” on page 77. Figure 3-14: Possible Solutions entry Working with the Solution database ! 101 . 3 Select a Summary that can be classified as an incident. Note: The Solutions table only appears if Incident Management and Problem Management are installed. 2 Click Create a New Request.

7 Click OK to dismiss the note. you can create. 5 Review the solution entry. If you have sufficient permissions on this form. The request appears in the My Requests table as Resolved. where you can see details of the broadcasts. modify. For more information about working with broadcasts. 4 If the solution entry appears to be valid. The View button opens the Broadcasts form in dialog mode. 2 View the broadcasts in the Broadcasts table. click the Refresh button above the table.0 If there is a solution database entry that matches the summary definition. then only Global broadcasts appear. " To view broadcasts from the Requester console 1 Open the Requester console. see “Viewing and creating broadcast messages” on page 36. or delete broadcasts. 3 To refresh the list of broadcasts. and click View to view more details. depending on your permissions. 102 "Chapter 3—Working with the Requester console . The following AR Note appears: Your request has been submitted and will be marked Resolved. If the logged-in user’s company cannot be determined. Viewing broadcast messages Broadcasts (or bulletin board messages) appear in the Broadcasts table.BMC Remedy Service Desk: Incident Management 7. 6 If the solution entry resolves your request. Broadcasts are filtered by the logged-in user’s company. click Use Solution. 4 Select a broadcast entry. as described in “Opening the Requester console” on page 77. select the entry and then click View. it appears in the Possible Solutions table.

Chapter 4 Working with Incident Management as support staff This section describes functions that are available to support staff. The following topics are provided: ! ! ! ! ! ! ! ! Understanding the Support Console tab (page 104) Setting application preferences (page 106) Recording a new incident (page 108) Understanding assignments (page 120) Investigating and diagnosing an incident (page 132) Resolving an incident (page 141) Closing an incident (page 147) Creating known errors and solutions (page 149) Working with Incident Management as support staff ! 103 . Managers can also perform these functions from the Support Console tab.

links to functionality. see “Broadcasting messages” on page 55. It includes: ! Navigation pane—Provides display filters.0 Understanding the Support Console tab The Incident Management Support console tab has been redesigned for version 7. Broadcast area—Displays broadcasts and provides broadcast functionality. For details. Assigned Work area—Displays a summary of assigned incidents.0. The color of the incident indicates whether the response and resolution time are within the Service Level Management (SLM) agreed-upon service targets.BMC Remedy Service Desk: Incident Management 7. Search Criteria area—Provides area where you can search for assigned work. the summary details appear below it. When you select an incident. ! ! ! Figure 4-1: Incident Management console—Support Console tab Navigation pane 104 "Chapter 4—Working with Incident Management as support staff . and links to other applications.

Otherwise. the Owner. This menu in the navigation pane provides you with options to look at the Personal view for work assigned to you. leave this blank. and pending incidents. You can view incidents that were opened Any Time. You can also restrict the display to incidents opened within the selected time. For details. When you view All Open Incidents. you view incidents available for you to work on. You can view incidents for which you are the Assignee. or closed. Table 4-1: Options to filter display of assigned work Option Company Explanation If you support multiple companies. in progress. The SLM Status filter is available only if SLM is installed. such as within the last 24 hours. see “Using the Advanced Search feature” on page 40. as summarized in the following table. To view incidents regardless of SLM status.User’s Guide Both the navigation pane and the Search Criteria provide options to filter the Assigned Work on the console. or both at the same time. or all that are pending. or select the appropriate company to display work for a single company. Instead of viewing All Open Incidents. select the appropriate SLM status. or to view work assigned to your support groups. resolved. you can view all incidents. which includes assigned. You can display work assigned to all your support groups or to selected support groups. leave this field in the navigation pane blank to display work for all companies. Console View Status SLM Status Dates Role Advanced search You can specify one or more values on the form to search for specific incidents. Understanding the Support Console tab ! 105 .

Determine the action that occurs after you save an Incident form. whenever you record a new incident. The Application Preferences form appears. 106 "Chapter 4—Working with Incident Management as support staff . click the Support Console tab if it is not selected. Figure 4-2: Application Preferences form 3 Update the form as appropriate.0 Setting application preferences You can set preferences to: ! Automatically use decision trees.BMC Remedy Service Desk: Incident Management 7. choose General Functions > Application Preferences. ! ! " To set your preferences 1 On the Incident Management console. 2 From the navigation pane. if available. Set defaults for the consoles.

You can choose to display all incidents. and pending incidents. in progress. control which incidents appear in the Assigned Work area. closed tasks. in conjunction with the console view. Manager Console If you select Yes. You can temporarily change these settings from the Search Criteria area on the console. in conjunction with the search criteria. Setting Console View Description The default console view. pending. or either. within the service target. or incidents that are not yet assigned to an individual. The following selections are available from this list: ! ! ! Personal—Displays incidents assigned to you. Select whether to display open tasks. SLM status—Select whether to display incidents with no service target assigned. Search criteria. the owner. All My Groups—Displays incidents assigned to all of your support groups. or all incidents. controls which incidents appear in the Assigned Work area. when you open the Incident Management console. Role—Select whether to display incidents where you are the assignee. resolved. Selected Groups—Prompts you to select any support groups to which you belong. Task status—This selection controls which tasks are displayed on the Tasks tab of the console. You can set the default values for the following settings: ! ! ! ! Incident status—Select whether to display open. closed. or incidents assigned to your group that are not yet assigned to an individual. with a service target breached. Open incidents include assigned. select the appropriate data set. such as production and training data sets. Setting application preferences ! 107 . or all tasks. Data Set Name Search Criteria Default If there are multiple data sets. it opens to the Support Console tab.User’s Guide The following table describes the settings available on the form. or with all service targets breached. Clear this selection to display incidents regardless of SLM status. You can temporarily change this setting from the navigation pane of the console. Otherwise. it opens to the Manager Console tab. You can select to display all incidents assigned to your group.

configuration item (CI) information. Recording a new incident This activity is the starting point of the Incident Management process. You can choose whether to show the Vendor. Reopen in Current—Leaves the Incident form open. The key to this activity is the accuracy and completeness of the information recorded. Financials. the form changes from New to Modify. Reopen in New—Opens the current incident in modify mode in a new window. 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. see “Working with the Overview console” on page 31. and a description of the incident. you classify the incident and record customer information. You can choose whether to show incidents or incident tasks on the Overview console. This section describes several tools to assist you in recording a new incident: ! “Using the Process Flow Status wizard to record a new incident” on page 109 “Using a template” on page 112 “Using the decision tree” on page 114 “Using scripts” on page 114 ! ! ! 108 "Chapter 4—Working with Incident Management as support staff . The original window is ready for you to record a new incident. Tab Views Overview Console 4 Click Save.BMC Remedy Service Desk: Incident Management 7. or Date System tabs. When recording a new incident. For information about the Overview console. The purpose of this activity is to accurately record and recognize disruptions to services provided by IT to its customers. If this is a new incident. For more information about decision trees. see “Using the decision tree” on page 114. Enable AutoDecision Tree If you select Yes from this list and a decision tree is set up. you are prompted by the decision tree when you record a new incident.0 Setting After New Save Description This setting controls the action after you click Save on the Incident form.

User’s Guide

This section also describes activities you might need to perform while recording a new incident:
! ! !

“Relating incidents as duplicates” on page 114 “Recording CI unavailability” on page 116 “Adding or modifying a customer profile” on page 117

Using the Process Flow Status wizard to record 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
1 On the Incident Management console, click the Support Console tab if it is

not selected.
2 From the navigation pane, choose General Functions > New Incident.

The New Incident form appears.
3 In the Process Flow Status area, click the arrow in the Identification and

Recording box.
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.

Recording a new incident ! 109

BMC Remedy Service Desk: Incident Management 7.0 Figure 4-3: Selecting the next stage from the Process Flow Status wizard

The Create Incident form appears. The two tabs on this form prompt you to enter required and optional information.
Note: This is a dynamic form. The fields on the Required and Optional tabs depend on the information to move from the current stage or state to the selected stage or state.
Figure 4-4: Create Incident form displaying completed Required Information tab

5 Type the customer’s last name in the Last Name field and press ENTER.

110 "Chapter 4—Working with Incident Management as support staff

User’s Guide

If there are multiple customers with the same last name, you are prompted to select the appropriate customer. The Company, First Name, and Phone Number fields are completed from the customer record. The company drives the selection on other menus, such as Operational, Product, and Resolution Categorization.
6 Type a brief description in the Summary field. 7 You can type additional details in the Notes field. 8 Select values from the Impact and Urgency lists. 9 If appropriate, select a different service company.

When you select the customer, the service company is set to the customer’s company.
10 If appropriate, change the service type from the default value of user service

restoration. You can select user service request, infrastructure restoration, or infrastructure event.
11 To enter optional recommended information: a Click the Optional Information tab.
Figure 4-5: Create Incident form displaying completed Optional Information tab

b Select the appropriate operational categorization.

Recording a new incident ! 111

Using a template You can use templates to populate the incident with standard information that is entered on a regular basis. A list of templates available to your support group appears. c Select the appropriate product categorization. 13 If prompted. assign the incident. If you did not assign the incident. you are prompted to assign the incident.0 Configuration Guide. A template can also set a relationship to a CI. If you belong to more than one support group. 2 From the navigation pane. 112 "Chapter 4—Working with Incident Management as support staff . Your administrator can create templates for commonly occurring incidents. choose Select Template. you are prompted to select the appropriate support group first. then click Save. click the Support Console tab if it is not selected. If there is no appropriate predefined assignment routing. choose General Functions > New Incident. as described in the BMC Remedy IT Service Management 7. 12 Click Save. " To use a template 1 On the Incident Management console. The New Incident form appears.BMC Remedy Service Desk: Incident Management 7. 3 In the Process Flow Status area. in the Identification and Recording box.0 Operational categorization is based on a three-tier hierarchy that is defined in the Operational Catalog configuration form. the incident is automatically assigned based on predefined assignment routing. Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog configuration form.

Recording a new incident ! 113 . as defined by the template. then click Select. Figure 4-7: Incident form partially completed by template 5 Complete the incident as appropriate. 6 Click Save. Part of the incident is completed.User’s Guide Figure 4-6: Incident Template Selection dialog box 4 Highlight the appropriate template.

For details. Scripts might include a list of questions to ask the customer. based on your answers. When someone resolves or closes the original incident. 114 "Chapter 4—Working with Incident Management as support staff . Your final selection completes part of the incident. and. see “Setting application preferences” on page 106. These questions can assist you in resolving or assigning the incident. ! Relating incidents as duplicates You can relate an incident to another as a duplicate. click the Support Console tab if it is not selected. The original incident resolves all of its duplicates. You have access to scripts that have been set up for your support group. Using scripts Scripts are detailed instructions that have been set up at your company to help you record important information about an incident. Assignment scripts—Select an assignment script when you assign or reassign an incident after you indicate the assignee. " To relate an incident as a duplicate 1 On the Incident Management console. Each element in the decision tree displays a list of items. its Operational and Product Categorizations and Resolution fields are copied to the related duplicates.BMC Remedy Service Desk: Incident Management 7. 2 From the navigation pane. Decision trees are built by a manager or administrator at your company. For example. completes part of the form for a new incident. a networking group might have specific questions for you to ask the user when you assign the incident. You can set up your preferences to use available decision trees whenever you start a new incident. The assignment scripts correspond to the group to which you are assigning the incident.0 Using the decision tree A decision tree takes you step-by-step through a questionnaire. marking them with a status of Resolved. There are two types of scripts: ! Initiator scripts—Select an initiator script when you record an incident after you indicate the customer. open an incident currently being investigated.

from the Relationship Type list. 10 Click Save. The two incidents are related as duplicate and original. Incidents matching the search criteria appear on the bottom half of the form. select Incident.User’s Guide 3 Click the Relationships tab. Figure 4-8: Incident Relationship Search dialog box with results displayed 6 Select the duplicate incident. select Original of. The status of the duplicate incident is Pending. then click Search. 4 From the Request Type list. then click Search. select Duplicate of. 9 Click Relate. 5 Enter the search criteria to locate the original incident. The Incident Relationship Search dialog box closes. Recording a new incident ! 115 . 7 If the current incident is a duplicate of the original incident. from the Relationship Type list. The Incident Relationship Search dialog box appears. with a status reason of Pending Original Incident. 8 If the current incident is the original incident. which the selected incident duplicates.

Note: You can record CI unavailability only if Asset Management is installed. 2 Open an incident. The Configuration Item Unavailability form appears.BMC Remedy Service Desk: Incident Management 7. 5 Select the CI in the CIs table. " To record CI unavailability 1 On the Incident Management console. 3 Click the Relationships tab.0 Recording CI unavailability CI unavailability is the actual down-time of a CI. Note: Relate with Unavailability is available only when you are searching for CIs to relate to an incident. You can record CI unavailability due to an unexpected circumstance from the incident. 7 Click Relate with Unavailability. Figure 4-9: CIs table 6 In the Relationship Type field. click the Support Console tab if it is not selected. 116 "Chapter 4—Working with Incident Management as support staff . select the relationship type. 4 To search for a CI. choose Quick Links > CI Search. The CI Relationships Search form appears.

Recording a new incident ! 117 . and whether it is full or partial unavailability. 11 Click Save. Adding or modifying a customer profile Before you can record an incident. 10 Complete other fields of the form. the customer must be listed in the People database. as appropriate.0 Configuration Guide. Adding a new customer profile If a customer is not listed in the database. " To add a new customer profile 1 On the Incident Management console. 12 Close the CI Relationship Search dialog box. as described in the BMC Remedy IT Service Management 7.User’s Guide Figure 4-10: Configuration Item Unavailability form 8 In the Unavailability Type list. select whether the unavailability is scheduled or unscheduled. 13 On the Incident form. click Save. This access is configured by your administrator. 9 Select the actual start date of the unavailability. click the Support Console tab if it is not selected. you can add a customer’s profile.

0 Configuration Guide for further details. The People form appears.0 2 Open an incident.BMC Remedy Service Desk: Incident Management 7. Your People/Contact administrator must verify those in proposed status. Note: You cannot define a Support Person record here. The status of the person you added has a default value of Proposed. click Save. 3 Click the Contact tab. and add any other information that is necessary. 6 After you have finished entering the information. Figure 4-11: People form used to add a customer profile 5 Complete the required fields. only what is necessary to submit the record. See the BMC Remedy IT Service Management 7. update them to Enabled. 118 "Chapter 4—Working with Incident Management as support staff . You do not need to add all of the information for this individual’s profile. 4 Click Create.

The People form appears. however. A modification on the Incident form. click the Support Console tab if it is not selected. Note: You can modify the customer and contact phone number and location on the Incident form without modifying the customer profile. applies only to the current incident. Figure 4-12: People form used to modify a customer profile 5 Change the information. as required. Recording a new incident ! 119 . displaying the customer’s profile. you require access to the People database. " To modify a customer profile 1 On the Incident Management console. 2 Open an incident.User’s Guide Modifying a customer profile To modify a customer profile. 4 Click Modify. 3 Search for and select a customer in the Contact Information section.

You can attach tasks to an incident and assign them to individuals without changing the assignment of the incident. You can change the information in the top of the form and the information in the General and More Details tabs. Version 7. 6 Click Save. The Assignment tab displays details of the current assignment.0 adds tasks to Incident Management.0 Accessing the individual’s People Profile this way gives you limited information that you can change. Understanding assignments An incident can be assigned to an individual or a support group.BMC Remedy Service Desk: Incident Management 7. Figure 4-13: Assignment tab This section includes the following topics: ! ! ! ! “Receiving notification of assignments” on page 121 “Working with assignments” on page 121 “Reassigning an incident” on page 124 “Working with tasks” on page 127 120 "Chapter 4—Working with Incident Management as support staff .

click the Support Console tab if it is not selected. For additional information about notifications sent from Incident Management. All incidents assigned to you or your support groups appear in the Incident Management and Overview consoles. see “Understanding notifications” on page 160. " To view incidents assigned to you 1 On the Incident Management console. Working with assignments When you work on open incidents.0 Configuration Guide. This section includes the following topics: ! ! ! “Viewing incidents assigned to you” on page 121 “Accepting an assignment” on page 122 “Recording time worked on an incident” on page 122 Viewing incidents assigned to you You can view the summary and detail of incidents assigned to you. choose Console View > Personal. you can receive notification through: ! ! BMC Remedy Alert Email You configure how you receive each notification from the People form.User’s Guide Receiving notification of assignments When an incident is assigned to you. as described in the BMC Remedy IT Service Management 7. Understanding assignments ! 121 . You can also assist with an incident assigned to another support group when a task is assigned to you. 2 From the navigation pane. you are working on incidents assigned to you or to your support group.

You can modify the form and perform other actions.0 3 To view additional details about an incident. You can enter the time in the Effort Time Spent Minutes field. Recording time worked on an incident On the Assignment tab. choose Quick Links > Assign to Me. or you can use the automatic timer. 2 Open an incident. use the Current Assignee Effort Time area to track the effort time that you spend on an incident. 5 Click Save. Accepting an assignment You can accept any incident assigned to your support group. click the Support Console tab if it is not selected. Result The Details tab displays details about the selected incident. 122 "Chapter 4—Working with Incident Management as support staff . 3 Change the Status to In Progress. then click View. Action Click the incident. 2 Open an incident. Your total effort time is then saved in the Assignment Log. Click the incident. click the Support Console tab if it is not selected. The Total Time Spent Minutes field displays the total effort time spent on the incident per session.BMC Remedy Service Desk: Incident Management 7. displaying the incident. " To record time worked on an incident 1 On the Incident Management console. you can record that you have assisted with the incident. The Incident form appears. as appropriate. " To accept an assignment 1 On the Incident Management console. 4 In the navigation pane. perform any of the following actions. If you are not assigned to an incident.

The Incident Assignment Log dialog box appears. effort time is being tracked by the application. Note: Nobody can delete a completed assignment log. but not for those of other support groups or individuals. you can use the automatic timer while you perform work. To stop the clock when you are not working on the incident. You can change the Effort Time Spent (Minutes) field for your own assignment logs. To restart the clock. Alternatively. 4 Click Update Assignment Log. 6 Click Add to save your total effort time in the assignment log. click Stopped on the Assignment tab. click Start. While an incident is assigned to you. Understanding assignments ! 123 . Figure 4-14: Incident Assignment Log dialog box 5 Complete the form as appropriate.User’s Guide 3 Click the Assignment tab.

in the navigation pane. choose Quick Links > Assign to Me. Automated assignment can be based on the customer organization. Click here to reassign the incident based on automatic routing. 2 Open an incident. This assigns the incident based on predefined mapping. 5 Otherwise. Figure 4-15: Navigation pane links to assign incidents Click here to assign an incident to yourself. You can also assign an incident to a vendor.0 Reassigning an incident You can reassign an incident to either an individual or a support group.BMC Remedy Service Desk: Incident Management 7. 4 To reassign the incident based on automatic routing. in the navigation pane. as follows: ! ! Select the Assigned Group from the list. " To reassign an incident 1 On the Incident Management console. operational categorization. incident location. or product categorization. choose Functions > Auto Assign. select the Assignee from the list. After selecting an Assigned Group. b Reassign the investigation. a Click the Assignment tab. follow these steps to reassign the investigation. click the Support Console tab if it is not selected. 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). 3 To assign the incident to yourself. 124 "Chapter 4—Working with Incident Management as support staff . You have several options available.

consider the following three support groups: ! Support Group A has a support group role of Help Desk. Opens a list of all groups to which you belong. if several people have worked to resolve the incident. For details on the default value for the Incident owner. The incident owner depends on the support group membership of the person submitting the incident. Person A is in Support Group A. see “Understanding incident ownership. it might have a support group role of Tier 3. Understanding incident ownership Incident ownership is set when the incident is submitted. Resets the incident assignee to the incident owner.User’s Guide ! Select from Set Assignment using. as well as the support group being assigned the incident. Assigns the incident to the typical groups to which your support group assigns incidents. you might assign the incident back to the owner to communicate the resolution to the customer. this assigns the incident based on predefined mapping. Support Group B does not have a support group role of Help Desk. Support Group C does not have a support group role of Help Desk. For example. Select the appropriate group from this list.” Set Assignment using My Default Group My Group List Favorite Groups Auto Assign Current Owner 6 Click Save. for example. for example. The same as the Auto Assign link in the navigation pane. it might have a support group role of Tier 2. For example. ! ! Understanding assignments ! 125 . as indicated in the following table. Person B is in Support Group B. Description Assigns the incident to you and your default group.

Ownership of the incident is set to Support Group A because the group has the role of Help Desk. ownership of the incident is set to Support Group A. organization. Support Group B becomes the owner. and group. you can indicate that the incident is assigned to the vendor. the following example events show how the incident owner is set: ! Person A submits an incident. because Person B is the submitter. select the vendor company. Because Person A is a member of a support group with the role of Help Desk.BMC Remedy Service Desk: Incident Management 7. The following procedure is used to track incidents that require vendor support. and assigns the incident to Support Group C. 126 "Chapter 4—Working with Incident Management as support staff . 2 Open an incident. Figure 4-16: Vendor tab 4 To assign the incident to a vendor support group. 3 Click the Vendor tab. click the Support Console tab if it is not selected.0 Based on these support groups. regardless of who is assigned this incident. Person B submits another incident. ! ! Assigning an incident to a vendor When you work with a vendor to resolve an incident. Person B submits an incident and assigns it to Support Group A. " To assign an incident to a vendor 1 On the Incident Management console.

" To create a task 1 On the Incident Management console. Working with tasks You can assign tasks to one or more people without changing the assignment of the incident. Incident Management does not send email to this contact. Creating tasks You can create tasks for open incidents. The Vendor Assignment Status field is set to Assigned. Otherwise. If you type the vendor contact. organization. 7 Click Save. Understanding assignments ! 127 .User’s Guide Note: If you select a vendor company. the Vendor Email field is for information only. you must must communicate with the vendor as appropriate. and group. you can type the vendor contact information. 6 Enter any other information you need to track. you can press ENTER in either of the vendor name fields to select the vendor contact. if you did not specify otherwise. The Tasks tab displays tasks associated with the incident. click the Support Console tab if it is not selected. the application sends email notification to the vendor. The Reported to Vendor Date is set to the current date and time. 2 Open an incident. such as the vendor incident number. as appropriate. 5 If you selected the vendor from the menus. 3 Click the Tasks tab. If the vendor is not listed.

8 To record work information for this task: a On the General tab. 6 Type a detailed summary of the task to be performed in the Summary field. as well as in notification messages. 128 "Chapter 4—Working with Incident Management as support staff . The task name appears in the summary on the Tasks tab. The Task form appears. 7 Complete other fields on the form. Figure 4-18: Completed Task form 5 Type a brief description of the task in the Name field.0 Figure 4-17: Tasks tab 4 Click Create. as appropriate. click Create Work Info.BMC Remedy Service Desk: Incident Management 7.

User’s Guide The Work Info form appears. click the Support Console tab if it is not selected. Figure 4-19: Completed Work Info form b Complete the form. c Click Save. " To assign a task 1 On the Incident Management console. click the Assignments tab. Manually assigning a task You can manually set the assignment for any task. 2 Open a task. 3 On the Task form. as described in “Adding work information” on page 51. 9 Click Save again. Notification is sent to the task assignee. if appropriate. the Assignment and Dates tabs are combined as the Assignment/Dates tab. as described in “Creating tasks” on page 127. If you manually assign the task when creating the task. Understanding assignments ! 129 . The task is assigned based on the location and organization.

click the Support Console tab if it is not selected. " To record work performed on a task 1 On the Incident Management console. notification is sent to you. assignee group. When a task is assigned to you. organization. 5 Click View. 2 Open an incident. The Task form appears. 4 Select the task. 6 Click Save.BMC Remedy Service Desk: Incident Management 7.0 Figure 4-20: Completed Assignment tab Figure 4-21: Completed Assignment/Dates tab 4 Select the company. and assignee. 3 Click the Tasks tab. Recording work performed on tasks You might be assigned tasks to perform for incidents not assigned to you. schedule the start and end dates. 5 If appropriate. 130 "Chapter 4—Working with Incident Management as support staff .

work in progress. Figure 4-23: Tracking effort on the Assignment tab Understanding assignments ! 131 . you must select whether you are canceling the task or completing it as a success or failure. closed. 8 Click the Assignment tab. If you close the task. Tasks can be staged. pending.User’s Guide Figure 4-22: Assigned task 6 Select the appropriate status. Note: The waiting status is used only for automatic tasks. or bypassed. assigned. waiting. 7 Select the appropriate status reason. which are not applicable to incident management.

click Effort Log. If the incident cannot be resolved or a root cause analysis is required. click Stop Clock. 10 Click the Work Info tab. Keep in mind that the incident is managed as a separate process. you search existing information to identify a possible solution. When you stop working on the task. you can resolve it. Investigating and diagnosing an incident In this activity. or to view details of past effort. click Start Clock. Close the dialog box when you are finished. The Task Effort Log dialog box appears. After you identify the possible solution. The following topics describe work you might perform while investigating and diagnosing an incident: ! ! ! ! “Viewing an incident” on page 133 “Adding work information” on page 51 “Searching for a solution” on page 135 “Recording the cost of working on an incident” on page 139 132 "Chapter 4—Working with Incident Management as support staff . and remains open until it is resolved. to manually record time spent working on a task.BMC Remedy Service Desk: Incident Management 7. To record additional details about the effort.0 9 To track effort spent on the task: ! ! ! When you start working on the task. You can launch a problem investigation in conjunction with the incident to discover the root cause and solution. as described in “Resolving an incident” on page 141. as described in “Adding work information” on page 51. 11 Complete the Work Info tab. 12 Click Save. the incident can be escalated to Problem Management.

select the incident. 2 Click View. The Incident form appears. Investigating and diagnosing an incident ! 133 . Process flow status As the incident moves through its life cycle. For more information about the incident process flow. which is the investigation and diagnosis stage. The stage is highlighted in white and includes the label Normal. In Figure 4-24 the incident is at the second stage. the Process Flow Status area displays the current stage of the incident. Figure 4-24: Incident at investigation and diagnosis stage Fields on the form display the incident status and information that has been collected about the incident. " To view an incident 1 In the Assigned Work area. the current stage would be highlighted in yellow and include the label Pending. If the incident were pending further action.User’s Guide Viewing an incident You can view an incident from the Assigned Work area. see “Process flow and the life cycle of an incident request” on page 24.

The SLM Status area shows whether the incident breaches service targets defined in SLM. fax. Figure 4-25: SLM tab 134 "Chapter 4—Working with Incident Management as support staff . After you respond to the incident. The Service Targets table displays all service targets applicable to the incident. the Responded field appears next to the Service Target indicator. exception details. click the SLM tab. or web self-serve request. For additional information about the relevant service targets. An incident can have service targets for response time and resolution time. At least one service target has been breached. The terms of all service targets have been breached. Table 4-2: Service targets indicator colors and SLM status Color Green Yellow Red Gray SLM status Within the Service Target Service Target Breached All Service Targets Breached No Service Target Assigned Description Incident does not violate the conditions of the service targets. next target date. and applicable milestones. the incident might breach the response service terms. select Yes. the Incident form displays both overview and in-depth information about the incident in relation to applicable service targets. If the incident was recorded directly from an email. Incident has no applicable service targets.0 Service Level Management (SLM) If SLM is installed. Important: If you respond to an incident and leave the Responded field set to No. as described in Table 4-2.BMC Remedy Service Desk: Incident Management 7. voicemail. Select a service target to see the status.

click Current Product. and solution database entries. The product categorization fields populate with the current incident’s product categorization. in the Search By Product Categorization area. 2 Open an incident. 7 To further filter the search results. in the Search By Operational Categorization area. 8 Click Search. known errors. For more information about service targets and milestones. see the BMC Service Level Management 7. select the breach reason and breach exception. you can specify the other fields in the search criteria pages. The operational categorization fields populate with the current incident’s operational categorization. " To search for a solution 1 On the Incident Management console. known errors. choose Functions > Incident Matching. 5 To search using the incident’s operational categorization. 4 Select the appropriate check boxes to search for incidents. 3 In the navigation pane. The Incident Matching dialog box appears. problem investigations. You can search for this information in other incidents. problem investigations. Searching for a solution You can search for information that might help resolve the current incident. Investigating and diagnosing an incident ! 135 . click Current Operation. or solution database entries.0 User’s Guide.User’s Guide The Next Target Date field indicates the next deadline out of all the service targets attached to the incident. click the Support Console tab if it is not selected. 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. 6 To search using the incident’s product categorization.

click the appropriate tab. such as the View Known Error Solution tab. b Select the appropriate record. such as the Known Error Search and Solution tab. 136 "Chapter 4—Working with Incident Management as support staff .0 Matching incidents. then within that tab click the solution tab. perform the following steps: a On the bottom half of the screen. click the appropriate Search and Solution tab. such as matching known errors. click Relate with Solution. 11 To relate the record and copy the solution to the resolution of the incident. select Resolved by. This tab displays details of the selected record. problem investigations. Figure 4-26: Incident Matching dialog box displaying search results 9 To view details of a matching record. such as the Known Errors tab.BMC Remedy Service Desk: Incident Management 7. This tab lists matching records. 10 If the record resolves the current incident. and solutions are listed in the tabs at the bottom half of the dialog box. from the Relationship Type list. c On the top half of the screen. known errors.

User’s Guide 12 Alternatively. 2 Open an incident. The Modify Incident form appears. choose Next Stage > Resolution and Recovery. 3 In the Process Flow Status area. you are ready to move it to the resolution stage. to relate the record without the solution. in the Investigation and Diagnosis box. 13 If a solution or work-around is available. click the Support Console tab if it is not selected. Investigating and diagnosing an incident ! 137 . Figure 4-27: Selecting resolution and recovery . " To move the incident to the resolution stage 1 On the Incident Management console. click Relate Without Solution. displaying the required and optional fields to move the incident to the resolution and recovery stage.” Moving the incident to the resolution stage When you find a possible solution or work-around for the incident. then continue with “Moving the incident to the resolution stage.

change the View Access status to External. to allow the customer to see this summary of work performed. 138 "Chapter 4—Working with Incident Management as support staff .BMC Remedy Service Desk: Incident Management 7.0 Figure 4-28: Completed required fields on Modify Incident form 4 If the incident is not assigned. the Modify Incident form also prompts you to assign the incident. 5 Type the proposed resolution in the Resolution field. 6 Summarize the work you performed to find the proposed resolution by completing the fields in the Add Work Info area. 7 To prevent changes to this record of your work performed. change the Locked status to Yes. 9 To complete recommended optional information: a Click the Optional Information tab. 8 If this incident is linked to a request.

3 Click the Financials tab. The Costs form appears. Investigating and diagnosing an incident ! 139 . 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. c Select the appropriate resolution categorization. 4 Click Create. Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog configuration form. d Click Save. 2 Open an incident.User’s Guide Figure 4-29: Completed optional information b Select the appropriate product categorization. click the Support Console tab if it is not selected. " To record the cost of working on an incident 1 On the Incident Management console.

6 From the Cost Classification list. This indicates the form from which you are entering the charge. you must type the number of hours or minutes in the Related Units field. or in hours or minutes. ! ! 140 "Chapter 4—Working with Incident Management as support staff . the Company and Cost Center Name fields display the values attached to the cost center code. select either Actual or Budget. Cost types are defined by your organization for reporting purposes.0 Figure 4-30: Completed Costs form The Cost Category field is set to Incident. 5 Select the appropriate cost center code from the list. type the rate. When you select the cost center code. 7 In the Related Cost field. you can also: ! Select the cost type. This is the code name for the business unit or organization within the company to be charged for servicing the incident. 8 If appropriate. Enter a description.BMC Remedy Service Desk: Incident Management 7. The unit type indicates whether cost is measured as a flat rate. Select the unit type. If you select a unit type of hours or minutes. and select the currency from the list. You cannot change this value.

9 Click Save. 3 In the Process Flow Status area. choose Next Stage > Incident Closure. 2 Open an incident. If you leave this field blank. The totals for budgeted and actual costs appear at the bottom of the table.User’s Guide ! Enter the date the charge was incurred. 10 Repeat steps 4 through 9 for each cost associated with the incident. " To resolve an incident 1 On the Incident Management console. in the Resolution and Recovery box. Resolving an incident The main purpose of this activity is to resolve and recover from the service disruption to enable the customer to resume work. Figure 4-31: Modify Incident form Resolving an incident ! 141 . The Modify Incident form appears. it is set to the current date when you save the cost. click the Support Console tab if it is not selected.

specify the work performed to resolve the incident. The default value is the same as the incident product categorization. 6 In the Add Work Info area. change the resolution. The resolution is included in the email notification sent to the customer. 142 "Chapter 4—Working with Incident Management as support staff . select either: ! ! Actions taken to resolve the incident. 4 If appropriate.BMC Remedy Service Desk: Incident Management 7. 5 Select the appropriate status reason. If you leave this field blank. you must specify the resolution categorization on the Optional Information tab. select from up to five lists to specify the product categorization of the underlying CI that caused the incident. 7 You can click the Optional Information tab to enter additional information as follows: a In the Resolution Product Categorization area.0 The Resolution field shows the resolution that was proposed when the incident was moved to the resolution and recovery stage. Service categories of the underlying causes. b In the Resolution Categorization area. The status reason can indicate action required before the incident is closed.

then you are prompted to update the CI unavailability. If CI unavailability was created from this incident and your support group is responsible for the CI unavailability. Figure 4-33: Selecting CI unavailability to update Resolving an incident ! 143 . The status of the incident is set to Resolved.User’s Guide Figure 4-32: Completed Optional Information tab 8 Click Save.

Creating a problem investigation from an incident If you are not able to resolve the incident. for example. ! ! 9 If appropriate. click Close and Cancel Save. 144 "Chapter 4—Working with Incident Management as support staff . click the Support Console tab if it is not selected. For example. click Close and Continue Save. To return to the Incident form without saving. To continue resolving the incident without updating the CI. if the CI is now available. 10 If you complete additional fields on the Incident form. 11 If appropriate. " To create a problem investigation from an incident 1 On the Incident Management console. For details on CI unavailability.BMC Remedy Service Desk: Incident Management 7. 2 Open an incident. Cause of the incident. such as Service Desk assisted. root cause analysis might be required to identify the underlying problem. the assignee is notified. you can complete additional fields on the Resolution tab of the Incident form as follows. the incident assignee is notified when a work-around or permanent solution is found. Field name Resolution Method Cause Description Method to resolve the incident. you should escalate it to the problem management process. click Update.0 ! To update the CI unavailability. remember to click Save to save your changes. see “Recording CI unavailability” on page 116. publish the resolution into the solution database. If the problem investigation results in a known error. If you have access to Problem Management. If the incident is still open when the related problem investigation is completed. you can create a problem investigation from an incident. as described in “Creating known errors and solutions” on page 149.

Figure 4-34: Selecting Generate Problem A Problem Investigation form appears.User’s Guide 3 In the Process Flow Status area. 5 Click Save. Resolving an incident ! 145 . For information about recording problem investigations. Impact and Urgency. see the BMC Remedy Service Desk: Problem Management 7. in the Resolution and Recovery box. Product and Service Categorization. Figure 4-35: Problem investigation generated from incident 4 Complete the Problem Investigation form. choose Generate Problem. and Resolution fields from the incident are copied to the problem investigation. A relationship is created between the problem investigation and the incident. The Description.0 User’s Guide.

If the Change Management application is installed and you have permission to use the Change Management application.0 Creating infrastructure change from an incident If infrastructure change is required to permanently resolve the incident. in the Resolution and Recovery box. click the Support Console tab if it is not selected. you should initiate the change management process.BMC Remedy Service Desk: Incident Management 7. 5 Click Save. " To create infrastructure change from an incident 1 On the Incident Management console. The Product and Operational Categorization are copied from the incident to the infrastructure change. you can create an infrastructure change from an incident. 3 In the Process Flow Status area. the assignee is notified.0 User’s Guide. see the BMC Remedy Change Management 7. choose Generate Change. For information about recording change requests. If the incident is open when the change is completed. 2 Open an incident. 146 "Chapter 4—Working with Incident Management as support staff . A relationship is created between the change and the incident. Figure 4-36: Change generated from incident 4 Complete the Change Request form. A Change Request form appears.

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. click the Support Console tab if it is not selected. This moves the incident back to the resolution and recovery stage. review the incident record for completion and. When the customer agrees that the incident can be closed. it can be reopened only by a support group lead or support group manager for the group that owns the incident. it can be reopened only by a support group lead or support group manager for the group that owns the incident. choose Reopen. 3 In the Process Flow Status area in the Closure box. " To close an incident 1 On the Incident Management console. " To reopen a resolved incident 1 On the Incident Management console. You can continue to add Work Info entries. Note: After you close an incident. if appropriate. you can reopen the incident. after 15 days the Incident Management application closes the incident. Note: If the incident is closed. 2 Open an incident. but you cannot modify the incident. The incident moves back to the resolution and recovery stage. or by someone with Incident Master permission. create a solution database entry. Closing an incident ! 147 . click the Support Console tab if it is not selected.User’s Guide Reopening a resolved incident If the recorded resolution did not resolve the incident. If you leave an incident as resolved. and the status changes from Resolved to In Progress. or by someone with Incident Master permission.

3 Review the Incident form to make sure that it is complete and accurate. in the Incident Closure box. Closure Source—This list is located on the Resolution tab. ! 4 In the Process Flow Status area. If the incident was broadcast. Satisfaction Rating—Select the customer’s reported satisfaction with the handling of the incident. when this happens. The status to now set to Closed. this field is set to Customer. Figure 4-37: Incident being reviewed for closure Optional fields include: ! ! Status Reason—If appropriate.BMC Remedy Service Desk: Incident Management 7. select Infrastructure Change Created.0 2 Open an incident. the broadcast is removed. Select Support Agent. the Closure Source value is System. choose Close. The system might be configured to close an incident a number of days after the incident is resolved. 5 Click Save. If the customer closes an incident from the Request console. 148 "Chapter 4—Working with Incident Management as support staff .

2 Open an incident. as described in the BMC Remedy Service Desk: Problem Management 7. click the Support Console tab if it is not selected. The Known Error form appears. Creating known errors and solutions ! 149 . choose Create Other Requests > Create Known error. 3 In the navigation pane. 5 Click Save. you can create a known error from an incident. you can propose an entry. Creating a known error from an incident If you have access to Problem Management.0 User’s Guide. " To create a known error from an incident 1 On the Incident Management console.User’s Guide Creating known errors and solutions If the incident resolution is a known error or a good candidate for the solution database. The relevant details from the incident are copied to the known error. Figure 4-38: Known error created from incident 4 Complete the Known Error form.

click the Support Console tab if it is not selected. 3 Click the Resolution tab.0 Creating a solution database entry from an incident If you have access to Problem Management.BMC Remedy Service Desk: Incident Management 7. " To create a solution entry from an incident 1 On the Incident Management console. you can publish the resolution from an incident into the solution database. 150 "Chapter 4—Working with Incident Management as support staff . The Solution form appears. 2 Open an incident. The resolution details are already copied into the form. Figure 4-39: Incident form open to the Resolution tab 4 Click Create and Edit Solution.

submits the solution entry as Inactive. Creating known errors and solutions ! 151 . Tip: To avoid editing the Solution Database form. This copies the resolution details into the form. sets the view access to Internal. click Quick Create Solution. 6 Click Save.User’s Guide Figure 4-40: Solution created from incident 5 Edit the form as required. and assigns the solution entry to the appropriate support group.

0 152 "Chapter 4—Working with Incident Management as support staff .BMC Remedy Service Desk: Incident Management 7.

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.Chapter 5 Working with Incident Management as a manager This section describes functions that are available to managers.0 Configuration Guide. The following topics are provided: ! ! ! ! ! ! Understanding the Manager Console tab (page 154) Managing assignments (page 155) Reopening a closed incident (page 159) Understanding SLM calculations (page 160) Understanding notifications (page 160) Viewing the audit log (page 162) Working with Incident Management as a manager ! 153 . see the BMC Remedy IT Service Management 7.

Assigned Work area—Displays a summary of assigned incidents.0 Understanding the Manager Console tab With Incident Management version 7. managers now have a separate console. links to functionality.0. ! ! ! ! Figure 5-1: Incident Management console—Manager Console tab Navigation pane 154 "Chapter 5—Working with Incident Management as a manager . Flashboards area—Provides a high-level graphical overview.BMC Remedy Service Desk: Incident Management 7. For details. Search Criteria area—Used to search for assigned work. and links to other applications. Broadcast area—Displays broadcasts and provides broadcast functionality. This console includes: ! Navigation pane—Provides display filters. see “Broadcasting messages” on page 55.

You can view open assigned incidents that were opened any time. perform one of the following steps: ! ! Choose Console View > Select My Groups > Show Unassigned. The SLM Status filter is available only if SLM is installed. To view incidents regardless of SLM status. as summarized in the following table. Table 5-1: Options to filter display of assigned work Option Company Console View Explanation If you support multiple companies. click the Manager Console tab if it is not selected. but is still unassigned to an individual. You can look at the personal view for work assigned to you. leave this blank. select the appropriate SLM status. Choose Console View > All My Groups > Show Unassigned. Otherwise. leave this blank to display work for all companies. then assign them as described in “Assigning an incident” on page 156.User’s Guide Both the navigation pane and Search Criteria area provide options to filter the assigned work on the console. Managing assignments ! 155 . such as within the last 24 hours. 2 From the navigation pane. You can also restrict the display to incidents opened within the selected time. " To view unassigned incidents 1 On the Incident Management console. 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. SLM Status Dates Role Managing assignments An incident can be assigned to an individual or a group. Viewing unassigned incidents An incident can be assigned to your support group without being assigned to an individual. View the unassigned incidents. Incident managers can select either the Incident Manager or Assignee role. or select the appropriate company.

BMC Remedy Service Desk: Incident Management 7. The My Group Selection dialog box appears. " To assign an incident 1 On the Incident Management console. 2 Open an incident. click the Manager Console tab if it is not selected. from the Selected Groups list. 156 "Chapter 5—Working with Incident Management as a manager . To reassign the incident to another support group or to an assignee in another support group. Assigning an incident You can assign the incident to anyone within your support group. Figure 5-2: My Group Selection dialog box a In the View Group column. select Yes to indicate display incidents assigned to that group. you must confirm the selected groups. for each group. b Click Update. 3 Click the Assignment tab. as follows. see “Reassigning an incident” on page 124.0 3 If you are viewing unassigned incidents. The Assigned Work area shows unassigned incidents for the selected support groups.

When you open an incident. see “Process flow and the life cycle of an incident request” on page 24. The Status field provides additional information.User’s Guide Figure 5-3: Completed Assignment tab 4 Select the appropriate assignee or support group. the Status field. Figure 5-4: Process Flow status area For additional information. and the assignment log. the Process Flow Status area appears toward the top of the form. Process flow Process flow provides a quick visual indicator of the current stage and state of an incident. Process flow indicates the current stage and state of an incident. The assignment log indicates the history of assigned work that has been performed on the incident. 5 Click Save. Monitoring an incident's status You can monitor an incident’s status through process flow. Managing assignments ! 157 .

The assignment has been accepted and the assignee is working toward resolution. click the Assignment tab. Restoration of service is no longer required. then click Update Assignment Log. You can see this status only while completing a new incident. Assigned In Progress Pending Resolved Closed Canceled 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. but they are not arranged chronologically. Work on the incident has been temporarily suspended.BMC Remedy Service Desk: Incident Management 7. A resolution or work-around has restored the service and the customer has validated the resolution. the status changes to Assigned. Table 5-2: Significance of the status field Status New Description The incident is unassigned. After you save the incident. One unique entry is generated for each individual and group assigned to work on the incident. To access the assignment log. The incident has been assigned to a support group or individual but has not yet been acknowledged. A resolution or work-around to restore the service has been determined and is awaiting customer validation. Figure 5-5: Incident Assignment Log dialog box 158 "Chapter 5—Working with Incident Management as a manager .0 Status field The Status field changes during the life cycle of the incident.

User’s Guide There are three types of assignment logs: ! Initiated—This assignment log is generated by the application when the incident is submitted. ! ! The fields for Group Transfers. choose Functions > Reopen Incident. but not yet closed. Assisted—This assignment log is manually generated when a user follows the procedure described in “Recording time worked on an incident” on page 122. It indicates who generated the incident and how long it took for the incident to be submitted to the application. anyone with access to the incident can reopen it. 2 Open an incident. 5 Click Save. It tracks the amount of time spent by an individual who assisted with the incident. Reopening a closed incident ! 159 . you can reopen closed incidents that your support group owns. If you have Incident Master permission. and defining a relationship between the two incidents. copying information from the closed incident to the new incident. click the Manager Console tab if it is not selected. you can also reopen incidents owned by other support groups. Reopening a closed incident If you are a support group lead or support group manager. and Total Transfers track the reassignments of the incident. 3 In the navigation pane. If an incident is resolved. This creates a new incident. but who was not officially assigned to the incident. Assigned—This assignment log is generated by the application when the incident is reassigned or resolved. Individual Transfers. " To reopen a closed incident 1 On the Incident Management console. as described in “Reopening a resolved incident” on page 147. 4 Make any required changes to the new incident.

When a resolved incident is reopened. depending on the Status Reason. such as when an incident is created. and whether to send individual or group notifications. or web self-serve request. or pager. Service targets for an incident can be determined by related CIs. The following scenarios can affect the calculated resolution time: ! When an incident is in a pending state. and resolution time. and many other criteria.0 Understanding SLM calculations From the Incident form. you can view incident service targets defined in SLM. If you are using SLM.BMC Remedy Service Desk: Incident Management 7. as to whether business hours and holidays are respected. the service target resolution time is calculated from when the incident is recorded until it is resolved. The service target response time applies when an incident is recorded from an email. the SLM calculations account for time spent in the resolved state. assigned. 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). ! 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. Individual and system-wide preferences indicate whether to send notifications by alert. 160 "Chapter 5—Working with Incident Management as a manager . The administrator can configure the notification method. the Responded Date is set to the date that the incident is recorded. as described in “Notifications defined in SLM” on page 161. email. For details on configuration. product and service categorization. fax. see the BMC Remedy IT Service Management 7. it might not be included in SLM calculations. voicemail. Automated notifications are sent to individuals or groups. Service targets can be defined in SLM for response time. or resolved. There might be some circumstances when you must manually send a notification. as described in “Viewing an incident” on page 133. escalating notifications can be sent. Notifications from the application are automated and driven by events of the application.0 Configuration Guide. In general. When support staff record an incident.

if the assignee group is different from the owner group. The email includes the resolution. The incident owner is notified when an incident is resolved. See the BMC Remedy Service Desk: Problem Management 7.0 User’s Guide for details. assignee group managers. For details on configuring service targets and notifications in SLM. this happens when: ! ! The target response time has elapsed and the incident is still assigned. 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. see “Understanding SLM calculations” on page 160. You can configure SLM to send notifications to incident assignees.0 User’s Guide. For details on service target calculations. The Problem assignment group or assignee is notified when a solution entry is created from an incident. Understanding notifications ! 161 . You can view the Responded Date on the Date/System tab.0 User’s Guide and BMC Remedy Change Management 7. ! ! Assignees of incidents related to problem investigations. For example. incident owners. and change requests can receive notification from Problem Management or Change Management. closed. Service target escalations occur when the incident’s responded date is in danger of breaching the service terms. see the BMC Service Level Management 7. known errors.User’s Guide The following scenarios are examples of notifications sent from Incident Management: ! Customers are notified by email when the incident is resolved. or canceled). or owner group managers by using templates included with the Incident Management integration with SLM. The target resolution time has elapsed and the incident is still open (not resolved.

All notifications that are sent from an incident are audited. The application generates an audit entry when notifications are sent. select the appropriate audit type. click the Notification Audits tab. The filter displays audit records for changes to the selected field or fields. Changes to fields appear on the Form Audits tab.0 Viewing the audit log You can view field changes and notifications for the incident. 2 Open an incident. The Login ID of the individual making the change appears next to the audit entry. 5 To see notifications. 162 "Chapter 5—Working with Incident Management as a manager .BMC Remedy Service Desk: Incident Management 7. click the Manager Console tab if it is not selected. Figure 5-6: Incident Audit Log dialog box 4 To filter the list. The Incident Audit Log dialog box appears. The notifications appear on the Notification Audits tab. and groups of related fields. such as Key Dates. choose Functions > View Audit Log. 3 In the navigation pane. it creates an audit entry for each field and relationship that is modified. and also when the record is modified. The Audit Type list provides selections for fields. such as Status. " To view the audit log 1 On the Incident Management console.

you have access to additional functionality. a service. Note: This functionality is available whether or not BMC Remedy Asset Management is installed. as described in BMC Remedy Asset Management 7. a staff member can check to see if the printer (CI) is down or in repair. and so on.Chapter 6 Managing configuration items A configuration item (CI) is any component of an infrastructure. For example. hardware or software components. such as CI unavailability or relating an incident to a CI. for example. an inventory location. if a user calls in with a printing problem. If you do not have BMC Remedy Asset Management. To record information against CIs.0 User’s Guide. 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. a network (LAN or WAN). the CI must be recorded in the CMDB. then Incident Management provides limited ability to manage CIs and inventory. The following topics are provided: ! ! Creating a CI (page 164) Managing inventory (page 170) Managing configuration items ! 163 . If you have BMC Remedy Asset Management.

The Select a CI Type dialog box appears. The Computer System form appears. This section provides examples of creating three types of CIs: ! ! ! “Creating a computer system CI” on page 164 “Creating a bulk inventory CI” on page 167 “Creating an inventory location CI” on page 169 Creating a computer system CI The following procedure is an example of creating a computer system CI. 164 "Chapter 6—Managing configuration items . your administrator must open the appropriate CI.0 Creating a CI To create a CI. select System > Computer System. The fields on the CI form vary with the CI type. with the exception of specific fields on the CI form. " To create a computer system CI 1 From the navigation pane in the Incident Management console. you must have Asset Admin permission. If you have Asset User permission and you need to modify a CI. 3 Click Create. choose General Functions > Manage CIs. and then relate your support group to the CI.BMC Remedy Service Desk: Incident Management 7. the general procedure is similar. Figure 6-1: Select a CI Type dialog box 2 From the CI Type list. For creating other types of CIs.

User’s Guide Figure 6-2: Completed Computer System form 4 In the CI Name field. you should follow a consistent naming convention. 7 Select the company to which this CI belongs. the name could include an indicator of the CI’s function (such as “Workstation” or “Monitor”) followed by a numeric code. identifiers should be short but meaningful. 8 From the Primary Capability and Capability lists. and for hardware. such as MONITOR100. When creating a CI name. 6 Specify whether the CI is supported by selecting Yes or No from the Supported list. type a name for the CI. not based on supplier device names. select the roles this CI performs in your company’s topology. type a unique alphanumeric value for the CI. According to ITIL guidelines. Creating a CI ! 165 . 9 Select a status from the Status list. 5 In the CI ID field. For example.

BMC Remedy Service Desk: Incident Management 7. In Inventory On Loan Disposed Reserved Return to Vendor 10 Select what impact or urgency this CI will have if it goes down. The CI serial number. but not yet in maintenance. Being Assembled The CI is being assembled. The CI is in inventory but not yet deployed. Deployed In Repair Down End of Life Transferred Delete The CI was installed. The CI is marked for deletion. This is the number usually placed on the product by a member of your IT department to track the CI. You must be a member of the APP-Management or APP-Administrator group to mark a CI for deletion. 11 In the Users Affected field. The CI was reserved and taken out of inventory. The CI is no longer being deployed. The CI is down.0 The default value is Ordered. The CI part number. Field name Tag Number Description The CI tag number. You can select one of the following options. specify the number of people who use this CI or will be affected if it goes down. The CI is down for maintenance. When you select this status. The CI was transferred to another location. you are prompted to select the inventory location. 12 Complete the other fields in this area. The CI must be returned to the vendor as damaged or unwanted. The CI is on loan to another location. The CI is no longer available and was disposed of. Status Received Description The CI was received in shipping. Serial Number Part Number 166 "Chapter 6—Managing configuration items .

15 Specify the location of the CI using the lists and fields in the Location area. Description The role this CI plays in your company. The Manage CI Information dialog box appears. 17 Click the Specifications tab. 16 Enter the dates of the CI in the Lifecycle area. choose General Functions > Manage CIs.User’s Guide Field name System Role Status Reason 13 Click the General tab. The Bulk Inventory form appears. select Inventory > Bulk Inventory. 2 From the CI Type list. Creating a CI ! 167 . Creating a bulk inventory CI Use the following procedure to create bulk inventory CIs. 18 Add additional information about the CI. " To create a bulk inventory CI 1 From the navigation pane in the Incident Management console. 14 Categorize your CI using the lists and fields in the Product Categorization area. 19 Click Save. The reason this CI has the status it does. and click Create.

0 Figure 6-3: Completed Bulk Inventory form 3 Complete the following required fields. and Tier 3 Received Quantity 4 Click Save.BMC Remedy Service Desk: Incident Management 7. Tier 1. Enter the number of items received. Tier 2. for example. Categorize the item. Microsoft Windows XP. Field name CI Name Description Enter the name of the bulk inventory item. 168 "Chapter 6—Managing configuration items .

enter the location name. 5 Click Save. and click Create. Location CIs can be used when managing inventory. select System > Inventory Location.User’s Guide Creating an inventory location CI The following procedure uses the example of creating a location CI. choose General Functions > Manage CIs. Figure 6-4: Completed Inventory Location form 3 In the CI Name field. The Manage CI Information dialog box appears. Use them to indicate where bulk inventory and other CIs are located. 2 From the Type list. Creating a CI ! 169 . 4 Complete the other. The Inventory Location form appears. " To create a location CI 1 From the navigation pane in the Incident Management console. optional fields.

choose General Functions > Manage Inventory. set the inventory status to In Inventory. Create bulk inventory CIs. For non-bulk inventory CIs. and select a location. ! Note: For instructions on creating CIs. 170 "Chapter 6—Managing configuration items . After items are in inventory. " To view inventory locations 1 From the navigation pane in the Incident Management console. you can use the Manage Inventory function to view. Before you can track inventory. The Manage Inventory dialog box appears. Viewing inventory locations You can view the location of inventory from the Manage Inventory dialog box. you must: ! ! ! Create inventory location CIs.0 Managing inventory You can use the Manage Inventory function to track bulk inventory items and other CIs that are available for deployment. For bulk inventory. specify the received quantity and the inventory locations.BMC Remedy Service Desk: Incident Management 7. and reserve and use CIs and bulk inventory items. relocate. see “Creating a CI” on page 164. or other CIs to be tracked as inventory.

User’s Guide Figure 6-5: Search results in the Manage Inventory dialog box 2 Enter your search criteria. The Inventory Location form appears. and click Search. and click View Location. Figure 6-6: Inventory Location form Managing inventory ! 171 . 3 Select a CI or bulk inventory item from the table. Results matching your search criteria appear in the table.

Results matching your search criteria appear in the table. 2 Search for inventory in the current location. 5 Select the location where you want to relocate your CI. 172 "Chapter 6—Managing configuration items . 3 Select the CI or bulk inventory item you want to relocate.BMC Remedy Service Desk: Incident Management 7. specify search criteria. Relocating CIs You can relocate CIs or bulk inventory items from one location to another. The Search Inventory Locations dialog box appears. and click Relocate CIs. and click Search. The Manage Inventory dialog box appears.0 4 View the CIs in the inventory. choose General Functions > Manage Inventory. " To relocate assets 1 From the navigation pane in the Incident Management console. Figure 6-7: Search Inventory Locations dialog box displaying results 4 For the location where you want to relocate the CI. 5 Click Close.

The number of CIs or bulk inventory items in the Qty in Stock column is reduced by the number reserved and used. 3 Click in the Transaction Qty column and enter the number of assets or bulk inventory items you want to use.User’s Guide 6 In the Quantity field. " To reserve and use inventory 1 From the navigation pane in the Incident Management console. Managing inventory ! 173 . 7 Click Relocate. The Manage Inventory dialog box appears. 2 Select the CI or bulk inventory item you want to reserve and use. choose General Functions > Manage Inventory. Reserving and using inventory You can reserve and use the CIs and bulk inventory items that are in inventory. Figure 6-8: Manage Inventory dialog box with transaction quantity Enter the number of assets you want to use. and click Reserve/Use Inventory. 4 Click Reserve/Use Inventory. enter the number of CIs you want to relocate.

0 174 "Chapter 6—Managing configuration items .BMC Remedy Service Desk: Incident Management 7.

accelerated depreciation Administration console See Application Administration console. An agreement can be one of three types: service level agreement. setting access rights for users. agreement A documented understanding between two parties. operational level agreement. application administrator See permission group. See also service level agreement (SLA). such as an alert or a Set Fields action. agreement owners Any method of depreciation that allows greater deductions in the earlier years of a CI’s life cycle.0 Concepts guide. operational level agreement (OLA). access permission A feature that allows you to select which individuals or groups of people to notify at certain times. For a list of CMDB terms. action A mechanism. For a list of AR System terms. see the glossary in BMC Remedy Action Request System 7. or underpinning contract. administrator An individual responsible for the management of the ITSM applications. and creating configurations.Glossary This glossary contains terms for all of the ITSM applications. See also depreciation and configuration item (CI).0 Concepts and Best Practices Guide. See application administrator. Glossary ! 175 . You can define one or more actions that will be associated with a milestone. for making sure that SLM commitments are met. when an SLA is at risk or when an SLA is going to expire. for example. including setting up forms. and underpinning contract (UC). see the glossary in BMC Atrium CMDB 2.

problem investigation. approval A service target that measures the time that an asset or service is available or unavailable. book value The manager responsible for both strategy and day-to-day CI management functions. one record for a bulk quantity of the specific cable type. This feature is specific to collection nodes for BMC Performance Manager. incident ticket. solution database entry. items such as cables do not require individual records but rather. such as power cables. for example. and so on. For example. audit schedule Assets that you order in quantity. Bulk items in inventory are tracked by quantities of an item type.0 Application Administration console availability service target The main interface for configuring ITSM applications. assignment An application feature that enables users to create messages that can be viewed by the entire organization or by users in specific groups. Items that are not tracked by an individual record for each unit. or negotiating contracts. updating CIs and configurations. 176 "Glossary . BSM See business service management (BSM). Bulk Performance Manager Node A feature that allows the administrator to add multiple nodes to a service target at one time. bulk inventory Automatically or manually assigning a group or individual the responsibility of resolving an issue or request. asset manager An infrastructure built on AR System and used to build data models and define datasets. The console works like a control panel from which administrators can perform common configuration activities and activities specific to different ITSM applications and subsystems. BMC Atrium Configuration Management Database (BMC Atrium CMDB) A process that generates electronic signature lines for items that require approval. bulk items 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. running reports. See also collection node.BMC Remedy Service Desk: Incident Management 7. such as Asset Management. broadcast message The person assigned the responsibility of working on any of the following activities: change request. and tracks who has approved or rejected a given request. assignee The value of a CI equal to the purchase cost minus the accumulated depreciation. known error. This service target applies specifically to data that is tracked in an application based on AR System. ITSM applications use the Assignment form for group automatic assignment and the Assignment Engine for individual automatic assignment.

It does this by using planning and decision-making data contained in a dedicated BMC Atrium CMDB. For split cost centers. Glossary ! 177 . charge-back The process of charging departments or cost centers for the IT infrastructure required to support their business processes. supported. software. or systems. or baselined hardware. charge-back percentage A percentage used to calculate charge-back costs. change advisory board (CAB) A group that advises change management on the implementation of significant changes to the IT infrastructure. including any charge-back percentage. you can implement approved changes with minimal disruption to the business environment. charge-back summary As a concept. BSM makes sure that everything IT does is prioritized according to business impact. environments. charge-back report The name of a group with the authority to approve changes. or any other aspect of service. applications. change management A report used by a cost manager to track information and find entries that might need to be adjusted. The total charges made to cost centers. comprehensive management approach that links IT resources and business objectives. charge-back invoice An application feature that proactively manages both IT and business-driven changes. scheduling. Sometimes known as a change supervisor. Change and Configuration Management The controlled process for the addition. CAB A person responsible for filtering. it also provides information about how charges are allocated for source cost centers and target cost centers. the process of planning. change request See change advisory board (CAB) CCM See Change and Configuration Management. networks. accepting. modification. CI See configuration item (CI). and enables IT organizations to proactively address business requirements. in a controlled manner. or removal of approved. See also change advisory board (CAB). including charge-back percentage. and classifying all change requests. This group is often made up of representatives from various IT areas and business units. This group can also be called the Change Advisory Board.User’s Guide business service management (BSM) change manager A flexible. and protects the IT environment. and tracking changes to the IT infrastructure. The change manager is also responsible for planning and coordinating the implementation of the changes. change authority A detailed list of charges to cost centers. implementing. By using change management. A change request can involve multiple change activities.

by accessing service target results that were already processed by another application. Using the compliance-only service target. and SNMP data sources. 178 "Glossary . Company field Metadata in the BMC Atrium CMDB that defines a type of object. CI unavailability The component in the SLM application that is responsible for collecting the data. A service target that enables you to access data already processed by another product for use in compliance calculations. See also compliance at risk target and compliance-only service target. client tier A field in ITSM that controls multi-tenancy. See also compliance-only service target and compliance service target. compliance-only service target A component of the BMC Atrium CMDB. collection node The data source for the information that is forwarded to the collection points. The Reconciliation Engine merges data from different discovery services based on identification and precedence rules. usually a configuration item (CI) or relationship. You can add multiple collection points with different port numbers. See also multi-tenancy. The CI browser lets you search for and view CIs and their relationships. compliance at risk target The architecture level where AR System clients operate within the multitier system. 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. BMC Application Response Time. CI unavailability records can be broadcast or related to other records. It shows only data for the companies for which you have permission. BMC Performance Manager Express.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.BMC Remedy Service Desk: Incident Management 7. class The component in the SLM application that manages the collection points and retrieves data. CI unavailability record The time when a CI is either partially or completely unavailable to perform its required function. See also compliance at risk target and compliance service target. collector The downtime of a CI. CMDB See BMC Atrium Configuration Management Database (BMC Atrium CMDB).0 CI browser collection point A component of ITSM. Some examples of data sources are BMC Performance Manager Classic. Reconciliation Engine A target (such as 99. SLM calculates compliance results at the agreement level only.

and customers or line of business owners.User’s Guide configuration contract Sets of CIs that are required by different groups of people in the company. configuration management A documented relationship between two parties that identifies details about each party. cost management All of the policies. procedures. Configuration Management Database The three-letter code that represents a currency type. CIs can also include records of people (users and customers) and locations. dashboard See BMC Atrium Configuration Management Database (BMC Atrium CMDB). such as USD for United States Dollars. and ties one or more SLAs. graphical user interface using flashboards where compliance and service target results can be viewed by service level managers. and flashboard. server. It might view the data or modify it. configuration item (CI) An infrastructure component or an item associated with the infrastructure that is (or will be) under the control of configuration management. accounting and budget codes. recording and reporting the status of all CIs and requests for change. A CI can be complex or simple. Web-based. data consumer An application that works with data in ITSM. for example. See also service level agreement (SLA). CIs can include entire systems or be a single module or minor component. other IT professionals. service target. laptop. See also configuration item (CI). Glossary ! 179 . cost center An entity tracking cost information within an organization. and verifying the completeness and correctness of all CIs. and expiration dates. currency code The process of maintaining detailed IT inventory records. purchase cost. and so on) for management purposes. configuration catalog A feature of Asset Management that stores your standard configurations (such as a standard desktop. 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. service delivery managers. See also data provider. and deliverables required to fulfil an organization’s costing and charging requirements. See also split cost center. OLAs. It involves identifying and defining the CIs in a system. or underpinning contracts to the interested parties. a Request for Change. large or small.

The loss of an asset’s value resulting from the passage of time. This is often a discovery application. Federated data might represent more attributes of the CI or related information. such as change requests on the CI. and take appropriate action. accelerated by a factor of 200 percent. In this method of accelerated depreciation. completes part of the form for a new incident. a snapshot from a particular date. and so on. In this method of accelerated depreciation. See also double-declining balance depreciation. The dataset used by BMC products for reconciled production data is named BMC Asset. definitive software library (DSL) A workflow component that searches at specified times or at regular intervals for requests matching a specified condition. 180 "Glossary . It guides the user through a questionnaire and. and then that same percentage is applied to the undepreciated amount in subsequent years. accelerated by a factor of 150 percent. dataset A logical group of data in ITSM. dependent change request Data linked from a CI in ITSM but stored externally. flashboard A change request that must be completed in sequence. as defined by the change manager. down CI A step-by-step guide set up by an administrator. declining balance depreciation A CI out of service for repairs or not working. depreciation A real-time visual monitoring tool that shows you the state of your service operations. and then that same percentage is applied to the undepreciated amount in subsequent years. See also declining balance depreciation. See also product dictionary entry (PDE). DSL See definitive software library (DSL). and collects and shows trend data. See also data consumer. Escalations are generally used to find records that have exceeded desired business rules or processes.BMC Remedy Service Desk: Incident Management 7. escalation A method of calculating depreciation in which CIs depreciate at a constant rate per year. decision tree A method of calculating depreciation in which CIs depreciate at a constant rate per year. and performs specified operations on all matching requests. They run on the AR System server.0 data provider double-declining balance depreciation An application that loads data into ITSM. warns you about potential problems. federated data A central repository of approved product dictionary entries (PDEs). 150 percent of the straight-line depreciation amount is taken the first year. A dataset can represent data from a particular source. double the straight-line depreciation amount is taken the first year. based on the user’s answers.

The incident manager also handles assignments. This user might differ from the current incident assignee. 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.User’s Guide form incident management A collection of fields that represents a record of information in the AR System. See also incident management and problem investigation. incident matching A setting that applies changes or defines certain parameters for all companies in a multi-tenancy environment. A record in ITSM. locations. Both CIs and relationships are considered instances. Glossary ! 181 . ITIL See Information Technology Infrastructure Library (ITIL). incident manager A defined role used for notifications and to extend access granted by permission groups. problem investigations. and solution database entries that share some of the same characteristics as the current incident. ISO currency code See currency code. instance Companies. Information Technology Infrastructure Library (ITIL) Users who have not been configured with login information in the People form. 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. Guest users cannot create change requests. known errors. impacted area A set of guidelines for the management and provision of operational IT services. incident owner The user who records the incident. AR System administrators can define and change the fields and workflow associated with a form. See also assignee. inventory The quantity of CIs available. See also multi-tenancy. An instance is an object of a particular class. such as product categorization. functional role As a concept. guest user A search process in Incident Management that can be used to search for other incidents. global A person who monitors incident tickets and activities to help plan resources and to identify incident trends. Goals are used to determine whether service targets are met. a reactive process typically initiated in response to a customer’s call. or organizations affected by changes or updates to CIs. 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. An AR System application can include many forms.

operational catalog A feature in which operational categories for service requests are defined. or other method using integrations. or other group. maintenance schedule A schedule used to perform maintenance on CIs. KPI A simple form for requesters to submit service requests. By default.0 key performance indicator (KPI) navigation pane A data point used to measure whether performance-monitoring service targets meet their goals. An example is an agreement between the network management team and the service desk. milestone See operational level agreement (OLA). email message. New Request Wizard A problem that has been successfully diagnosed and for which a temporary work-around or permanent solution to the known error has been identified. The triggered actions are to make sure your goals are being met. non-bulk CIs See key performance indicator (KPI). measurement A message sent to a user by workflow. The Company field also can be used to control access in a hosted environment. notification Managing the life of a CI through its purchase. A three-tier hierarchical representation of operations as defined in the Operational Catalog configuration form. deployment. operational categorization A point in time that triggers a set of actions as you progress toward an agreement compliance target or service target goal. Requesters use the New Request Wizard interface to submit service requests to IT. See also problem and work-around. OLA The metric by which supervisors measure the ability of the support staff to meet their agreements. life cycle asset management Stand-alone configuration items. The Company field can be used to represent a company.BMC Remedy Service Desk: Incident Management 7. operational level agreement (OLA) An internal agreement used to define and track the level of service provided for an IT organization. See also service level agreement (SLA). multi-tenancy A feature in ITSM that uses the Company field to limit access by individuals. which is the only way to submit a service request from the Requester console. for example. and disposal. a single server or laptop. department. 182 "Glossary . Notification can be in the form of an alert. known error An area on the left side of consoles that provides links to functionality and links to other programs. See also single-tenancy. ITSM applications operate in multi-tenancy mode. This categorization is included in records to specify the range of operations to which a record applies.

known error. The cause identified by a problem investigation can be documented in a known error or solution database record. 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. and also reviews problem investigation requests and performs business impact analysis. parent/child contract A feature of the ITSM applications that controls what areas of the application a users can access. See also goal. See also incident. or main.” A person who reviews problem investigations and known errors to maintain the quality and integrity of the problem management process. problem management Devices that are on the same level in an organization’s network (for example. For example. and work-around. preventing the incident from recurring. problem investigation A dependent change request that can be completed at the same time as another change request. A user can belong to more than one permission group. performance-monitoring service target As a concept. Each permission group can access only certain areas of the application. peer change request The root cause of an incident or potential incident. It initiates actions that help to improve or correct the situation. the problem becomes a solution database entry or known error. The console works like a control panel from which users can access all assigned work and perform their primary activities. PDE See product dictionary entry (PDE).User’s Guide operator permission group One of a number of functions that enable you to define advanced searches or build qualifications. preventing an incident from recurring or occurring in the first place. problem A parent. or subcontracts. 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. known error. Allows you to monitor whether a critical application that you are using has responded within the time period specified in the goals. and problem. See also incident. After a resolution or work-around is identified. a process that identifies the cause of problems and initiates actions that help to improve or correct the situation. peer-to-peer A process that helps an IT organization diagnose the root cause of incidents and potential incidents. problem manager A service target that compares a goal to a defined threshold to determine if the goal is met. This person coordinates the assignment of problem investigations and known errors to support staff. solution database. Glossary ! 183 . contract that has other children. See also notification. solution database. two workstations). Overview console A central console for ITSM applications. associated with it.

product categorization A message similar to an AR System notification.0 process flow reminder Shows the progress of a request as it moves through the stages of its life cycle. residual value The value you can purchase an item for after its lease expires. reconciliation The front end for the Change Management and Incident Management applications. relationship A type of BMC Atrium CMDB class that defines the relationship between two CIs. or some combination of these types of savings. It provides an easy. requester A five-tier hierarchical representation of products as defined in the Product Catalog configuration form. user-friendly interface that allows users to quickly submit requests for change or incidents to the two back-end applications. It does this within a form. The process flow diagram also serves as a wizard. A method of calculating when the capital cost of implementing a project. guiding the user through the life cycle. See also definitive software library (DSL). 184 "Glossary . The ROI can be expressed in terms of internal savings. 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. product. such as an incident request. See also service level agreement (SLA) and service level management (SLM). or service will be recovered through the savings that result from completing the activity. Requester console An entry in the Definitive Software Library that represents the master name of a software application. rooted in ITIL processes. and to view their submitted requests. or the time to respond to or resolve a change request. A diagram shows the stages of the process. registered user A user who has an entry in the People form with an AR System login ID. It indicates the current stage and state of the request. except that you can define the content of a reminder and specify when to send it. A requester is usually an employee in the organization who needs to have a change implemented or an incident resolved. return on investment (ROI) A feature in Asset Management that checks for duplicate CI records and enables the user to delete one and keep the other. See also service level agreement (SLA). as indicated by best practices. such as the time to respond to or resolve a service desk request. increased revenue from external sources. This categorization is included in records to specify the range of products to which the record applies. product dictionary entry (PDE) A person in the organization who needs assistance from the IT support staff.BMC Remedy Service Desk: Incident Management 7. request-based service target A service target that measures how long a process takes.

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. See also useful life. service level management (SLM) See return on investment (ROI). and options. 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. if a Monthly review period is added to a service level agreement. for example. ROI A list of IT services. The following review periods are provided in SLM: Daily. root cause A manager who uses Asset Management to create service objects used for interpreting business problems. 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. 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. and Quarterly. monitoring. and authorizations. agreeing. management—you work with a different application (or view) on your desktop. row level locking See Requester console. See also service level agreement (SLA) and service level management (SLM). default levels. service manager A set of responsibilities. then the SLA's compliance target needs to be met on both a daily basis and a monthly basis. Weekly. role As a concept. Depending on your role in the organization—requester. salvage value The estimated value that a CI will realize at the end of its useful life. then the SLA's compliance target needs to be met on a monthly basis. activities. For example. If a Daily review period is also added. See multi-tenancy. the continuous and proactive process of defining. support. reporting. Service Request console The underlying cause of an IT-related problem experienced by a customer. cost of unavailability of services to a business area. Monthly. Glossary ! 185 .User’s Guide review period service catalog A period of time over which the compliance of an agreement is monitored on a regular basis. usually within the context of a single application or a business system. Note: Access to Remedy ITSM applications is based on user roles.

split cost center An advanced action that allows you to pull information from other forms to set in the form for which you are creating the agreement. set field A reusable solution to a customer product problem. SLM A person who reports a problem. costs. and an application being in a state of “OK.BMC Remedy Service Desk: Incident Management 7. A method of calculating depreciation in which CIs lose more of their value early in their lifetime. and the engineering department and sales department would be target cost centers. Single-tenancy mode is required to give unknown users access to the ITSM Requester console. straight-line depreciation A feature that allows selection of a default company for company fields in ITSM. 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. For example. goals. single-tenancy A cost center that enables a department to split its costs with other departments. The project management department would be a split cost center. See also multi-tenancy. 186 "Glossary .” See also availability service target. A service target includes terms and conditions. makes a request. SLI A method of calculating depreciation in which CIs depreciate at a constant value per year. request-based service target. application response time of 4 seconds. sum-of-the-year’s digits depreciation Keeping track of what software your company has and that it has the legal right to use it. This is stored in the solution database. 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. performance-monitoring service target. Users automatically belong to this implicit group for requests they have submitted. software license compliance One of several special access control groups that the AR System provides. submitter See software library item (SLI). or enters information into a database. See also change request. and milestones. a project management group might split its costs with an engineering department and a sales department. Examples of service target goals include incident resolution time of 30 minutes. and compliance service target. solution database A repository that stores reusable solutions to customer product problems in an easy-to-retrieve format.0 service target solution entry The individual level of service to achieve. See also assignee. software library item (SLI) The physical storage locations of the master copy of a software application and its versions. submitter group See service level management (SLM).

See also service level agreement (SLA). maintenance. 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. and planned renewal. See also service target. The calculation considers depreciation. Besides the ability to set up predecessor-successor relationships. terms and conditions A contract that is used to track performance against prearranged goals that the IT organization has with an external service provider or supplier. for example. For example. UC See total cost of ownership (TCO). TMS supports branching and multiple task paths as well as the data exchange between activities. wildcard The conditions that specify whether a service target should take effect. task management system (TMS) A service target that measures the time taken.User’s Guide task time-based service target A unit of work that needs to be completed as a step in implementing an incident or problem investigation. staff costs. accommodation. 2. Or the service target applies only to a specific set of KPIs. TCO A method of calculating all expenses associated with a CI over its lifetime. In the Change Management application. or characters within a range or set. in search statements in character fields. underpinning contract (UC) 1. total cost of ownership (TCO) A sub-system that is used to create task templates and task group templates. 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. to resolve an incident from the time the incident was reported to the time it was resolved. Glossary ! 187 . A character that users can type to represent other characters in a search. topology The pattern of links connecting pairs of nodes of a network. Your administrator creates task templates and task group templates that you can reuse for the same types of requests. 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. A set of predefined criteria or settings that can be used by many agreements or service targets. template See underpinning contract (UC). TMS See task management system (TMS). work info A record describing work performed. Tasks can be manual or automatic. users can specify wildcards to match single characters. strings. useful life The number of years that a depreciable CI is expected to be in use. Any time that falls within the “Exclude when” qualification is ignored and not measured.

problem. 188 "Glossary . or known error.0 work-around A temporary resolution to an incident.BMC Remedy Service Desk: Incident Management 7. workflow The automated set of business processes used to run a company.

See solutions application preferences. opening Incident Management console with 28 Broadcast area. viewing 121 logged 158 assignments (continued) managing 155–159 receiving notification of 121 recording time worked 122 vendors 126 working with 121–123 associations. See relationships Atrium CMDB. using to generate reports 69 Advanced Search. 102 Index ! 189 . See CMDB audience 13 audit log. reassigning 124 incidents. 121 refreshing 35 assigning incidents 156 tasks 129 assignment log about 158 deleting 123 assignments See also incidents about 120–132 accepting 122 incidents. about 11 Assigned Work area about 32 defined 104 filtering 105. setting 106–108 Asset Management. using to find records 40 answers. best practice 24 ad hoc requests 82 adding customer profiles 117 work information 51 advanced qualifications. viewing 162 auto-filling fields 38 B Best Practice icon 10 best practices CI naming conventions 165 retrying events in order 98 using CIs to diagnose user problems 163 using process flow accelerators 24 BMC Atrium CMDB.Index A accelerators for process flows. defined 104 broadcasts creating 55 limiting 59 location in Overview console 36 viewing 58. See CMDB BMC Remedy User.

defined 20 errors.BMC Remedy Service Desk: Incident Management 7. See broadcasts Bulletin Board. defined 154 forms Bulk Inventory 168 Change Request Information 146 Computer System 165 Configuration Item Unavailability 117 Costs 140 Incident Creation 110 Inventory Location 169. recording 139–141 Create Incident form 110 creating broadcasts 55 CIs 164–169 customer profiles 117 incident records 108–112 infrastructure change from incidents 146 known errors from incidents 149 problem investigations from incidents 144 records 34 reminders 53–55 service requests 80 solution entries from incidents 150 tasks 127–129 customer profiles adding 117 modifying 119 D decision trees defined 20 using 114 defining relationships 43 diagnosing incidents 132 documents available for ITSM 13–16 duplicating incidents 114 E email. See broadcasts C calculations 160 canceling service requests 87 categorization. creating 149 event logs.0 browsers entering main console URL 77 using to open Incident Management console 30 bulk inventory CI 167 Bulk Inventory form 168 bulletin board messages. defined 20 Change Management about 11 creating changes from incidents 146 requester role 74 Change Request Information form 146 CIs bulk inventory example 167 computer system example 164 creating 164–169 inventory location example 169 naming conventions. sending messages about CIs with 63–65 enhanced problem management. best practice 165 problem diagnosis and. best practice 163 recording unavailability 116 relocating 172 status 165 closing incidents 147 CMDB. about 10 colors of service targets. new 18–21 Flashboards area. viewing 97 F features. known. explained 134 Command Event Master permission 97 computer system CI 164 Computer System form 165 Configuration Item Unavailability form 117 consoles changing view of 36 Incident Management Manager Console tab 154–155 Support Console tab 104–105 Overview 31 Report 66 Requester 76 copying relationships 46 Costs form 140 costs. 171 190 "Index .

141 New/Modify Broadcasts 56 People 118 Problem Investigation 145 Request Work Info 95 Service Request 92. 135 monitoring status 157 moving from investigation to resolution 137 ownership. about 125 process flow status 133 reassigning 124 recording 108–120 recording time worked 122 records 108–112 relating as duplicates 114 reopening 147. 98 Solution Database 151 Task 128 Work Info 85. 129 G generating reports about 65 with advanced qualifications 69 with qualifications 67 with saved qualifications 70 without qualifications 65 Guest User permission 22 H Help Desk.User’s Guide forms (continued) Known Error 149 Modify Incident 138. about 11 incidents See also assignments accepting assignments 122 assigning 156 to vendors 126 assignment log 158 closing 147 costs. about product family 10–13 Index ! 191 . new features 20 I icons Best Practice 10 New 10 impacted areas. recording 139–141 incidents (continued) creating infrastructure from 146 known errors from 149 problem investigations from 144 solution entries from 150 diagnosing 132 five stages of request 26 investigating 132 life cycle of 24–26 matching 20. 171 investigations 132 IT Service Management. indicating 47 Incident Management console Manager Console tab 154 opening from a browser 30 opening with BMC Remedy User client 28 Support Console tab 104 Incident Management. 159 resolving 135. 141–147 resolving with Solution database 101 status 158 templates 21 unassigned. viewing 155 using decision trees 114 using templates 112 viewing 133–135 assignments 121 changes through audit logs 162 infrastructure changes 146 inventory bulk inventory CI 167 location CIs 169 managing 170–173 reserving 173 using 173 viewing locations 170 Inventory Location form 169.

best practice 24 monitoring incident status with 157 status area 133 N navigation pane about 36–38 defined 20. 141 modifying customer profiles 119 incidents 137 profile 37 records 42 relationships 48 service requests 85 multi-tenancy unknown users 75 multi-tenancy. defined 80 New/Modify Broadcasts form 56 Notes field.0 K Known Error form 149 known errors. defined 21 Problem Investigation form 145 problem investigations. 104 new features 18–21 New icon 10 New Request Wizard. 93 Overview console 31 about 31–38 functions 36 opening from a browser 32 opening from a desktop 32 ownership for incidents 125 M main consoles URL for browser 77 Manager console. See Work Info form Notes Log field. defined 20 P paging on-call groups 60–62 one person 60–62 People form 118 permissions Command Event Master 97 Request Console Master 22 Requester console 74 User. about 154–155 manager role 23 managing inventory 170–173 Modify Incident form 138. creating 149 L life cycle of an incident 24–26 limiting number of broadcast messages 59 location of CIs 169 logs assignment 158 audit 162 event 97 notifications about 160 assignments 121 in SLM 161 viewing through audit logs 162 O opening Incident Management console from a browser 30 Incident Management console from a desktop 28 other applications 36 Requester console 77 service request records 92 service requests 87. with Requester console 22 printing records 41 service requests 86 prioritization. about 12 process flow about 24–26 accelerators. creating 144 Problem Management. See Work Info form 192 "Index .BMC Remedy Service Desk: Incident Management 7.

User’s Guide Process Flow Status wizard 24. 25 recording new incidents with 109 profile. generating reports with 67 quick actions about 49 using 38 R recording CI unavailability 116 incident with Process Flow Status wizard 109 new incidents 108–120 work performed on tasks 130 records advanced searching for 40 creating 34 modifying 42 printing 41 relating and unrelating 43 searching for 35. 141–147 retrying events in order. best practice 98 roles manager 23 requester 21. 38 searching for all 41 searching for personal 39 refreshing data 35 Registered User permission 22 registered users 74 relationships copying 46 defining 43 impacted areas 47 modifying 48 quick actions 49 relating and unrelating records 43 removing 51 relocating CIs 172 Remedy User. 74 reserving inventory 173 resolution stage. creating 53–55 removing relationships 51 reopening closed incidents 147. defined 104 Index ! 193 . 96 Requester Console See also service requests Requester console functions 78 opening 77 user permissions Command Event Master 97 Registered User 74 Request Master 74 Unknown User 74 using 76–79 requester role 21. 159 resolved incidents 147 Report console 66 reports about 65 generating 65 with advanced qualifications 69 with qualifications 67 with saved qualifications 70 without qualifications 65 Request Console Master permission 22 request masters adding work information 94 canceling service requests 93 Command Event Master permission 97 defined 74 opening service request records 92 reopening service requests 93 using Service Request forms 91 viewing Work Info tab 94 working with service requests 91 Request Work Info form 95. moving incidents to 137 resolving incidents 135. viewing and modifying 37 Q qualifications. See BMC Remedy User reminders. 74 support staff 22 S scripts about 114 defined 21 Search Criteria area.

viewing 155 unknown users defined 74 multi-tenancy 75 URL to Incident Management console 30 to main console 77 users registered 74 request master 74 roles 21–23 unknown 74 using inventory 173 194 "Index . 93 completing surveys 88 creating 80 finding 86 modifying 85 opening records 92 printing 86 reopening 87. 38 records associated with people or groups 39 service requests 86 solutions 135–141 Service Level Management. service request 88 T Task form 128 tasks assigning 129 creating 127–129 recording work 130 working with 127 templates. See SLM Service Request form about 98 accessing 91 adding work information 95 search mode 92 viewing work information 95 service requests See also Requester Console accessing Service Request form 91 ad hoc requests 82 adding work information 94. using 112 terminology changes Help Desk terms 21 Incident Management terms 19 troubleshooting service requests 97 U unassigned incidents. 95 canceling 87. about 104–105 support staff role. indicator colors explained 134 SLM about 12 calculations 160 notifications 161 service target indicators 134–135 status and indicators 134 Solution database creating entries 150 resolving incidents 101 Solution Database form 151 solutions creating solution database entries 150 searching for 135–141 sorting service requests 83 status values changes during life cycle of incidents 158 selecting 37 Support console. about 22 surveys. 93 request IDs 86 resolving with Solution database 101 Service Request Wizard 80 sorting 83 states 83 troubleshooting 97 updating work info 85 viewing event logs 97 records 84 Work Info tab 94 work information 95 service targets.BMC Remedy Service Desk: Incident Management 7.0 searching for all records 41 records 35.

109 Service Request 80 Work Info form 85. See tasks Index ! 195 . adding 51 Work Log Assignments. 129 Work Info tab viewing 94 work information. 25.User’s Guide V vendors assigning incidents to 126 communicating assigned incidents to 127 viewing broadcasts 58. 102 event logs 97 incidents 133–135 incidents assigned to people 121 inventory locations 170 profile 37 request details 79 service requests 78. 84 unassigned incidents 155 user requests 79 Work Info tab 94 work information 95 W wizards Process Flow Status 24.

0 196 "Index .BMC Remedy Service Desk: Incident Management 7.

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