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Incident User Guide 700

Incident User Guide 700

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Sections

  • Contents
  • Preface
  • Best Practice and New icons
  • About the BMC Remedy IT Service Management Suite
  • BMC Atrium CMDB 2.0
  • BMC Remedy Asset Management 7.0
  • BMC Remedy Change Management 7.0
  • BMC Remedy Incident Management 7.0
  • BMC Remedy Problem Management 7.0
  • BMC Service Level Management 7.0
  • Audience
  • BMC Remedy IT Service Management Suite documents
  • Installing and configuring Incident Management
  • What’s new in Incident Management 7.0
  • Incident Management user roles
  • Requester
  • Support staff
  • Incident manager
  • Process flow and the life cycle of an incident request
  • Opening the main application console
  • Using BMC Remedy User client to open a main console
  • Using a browser to open a main console
  • "To open a main console from a browser
  • Working with the Overview console
  • Opening the Overview console
  • Using the Assigned Work table
  • Refreshing data
  • Viewing and creating broadcast messages
  • Using the navigation pane
  • Using quick actions
  • Auto-filling fields
  • Working with records
  • Searching for records
  • Using the Advanced Search feature
  • Printing records
  • Modifying records
  • Working with relationships
  • Defining relationships
  • Copying relationships
  • Indicating impacted areas
  • Modifying relationships
  • Performing quick actions on a relationship
  • Removing relationships
  • Adding work information
  • Creating reminders
  • Broadcasting messages
  • Creating broadcast messages
  • Viewing broadcasts
  • Limiting the number of messages
  • Sending pages and email messages
  • Paging a person or on-call group
  • Sending email
  • Working with reports
  • Generating a report
  • Using qualifications to generate a report
  • "To use qualifications to generate a report
  • 3Click Advanced Qualification
  • Generating a report using saved qualifications
  • Requester role
  • Service Request Management users
  • Understanding the Requester console
  • Opening the Requester console
  • Functional areas and tasks
  • Working with service requests
  • !“Creating a service request” on page80
  • !“Modifying a service request” on page85
  • !“Printing a service request” on page86
  • !“Canceling a service request” on page87
  • !“Reopening a service request” on page87
  • Creating a service request
  • Filtering service requests
  • Viewing a service request record
  • "To view a service request record
  • Modifying a service request
  • Searching for service requests by Request ID
  • Printing a service request
  • "To print a service request
  • Canceling a service request
  • "To cancel a service request
  • Reopening a service request
  • Completing surveys
  • Viewing service requests with errors
  • Working with service requests as the Request Master
  • Opening a service request record
  • "To open a service request record
  • !“Reopening a service request” on page93
  • Viewing or adding work information
  • See “Adding or viewing work information from a service request” on page95
  • Adding or viewing work information from a service request
  • Viewing the event log and troubleshooting
  • "To view the event log
  • Service Request form
  • Working with the Solution database
  • Viewing broadcast messages
  • Understanding the Support Console tab
  • Setting application preferences
  • Recording a new incident
  • Using the Process Flow Status wizard to record a new incident
  • "To record an incident with the Process Flow Status wizard
  • Using a template
  • Using the decision tree
  • Using scripts
  • Relating incidents as duplicates
  • Recording CI unavailability
  • "To record CI unavailability
  • Figure4-10:Configuration Item Unavailability form
  • Adding or modifying a customer profile
  • Understanding assignments
  • Receiving notification of assignments
  • Working with assignments
  • !“Viewing incidents assigned to you” on page121
  • Recording time worked on an incident
  • Reassigning an incident
  • Working with tasks
  • Investigating and diagnosing an incident
  • Viewing an incident
  • Searching for a solution
  • "To search for a solution
  • Moving the incident to the resolution stage
  • "To move the incident to the resolution stage
  • Recording the cost of working on an incident
  • "To record the cost of working on an incident
  • Resolving an incident
  • Creating a problem investigation from an incident
  • "To create a problem investigation from an incident
  • Creating infrastructure change from an incident
  • "To create infrastructure change from an incident
  • Reopening a resolved incident
  • "To reopen a resolved incident
  • Closing an incident
  • Creating known errors and solutions
  • Creating a known error from an incident
  • "To create a known error from an incident
  • Creating a solution database entry from an incident
  • Understanding the Manager Console tab
  • Managing assignments
  • Viewing unassigned incidents
  • "To view unassigned incidents
  • Assigning an incident
  • Monitoring an incident's status
  • Reopening a closed incident
  • "To reopen a closed incident
  • Understanding SLM calculations
  • Understanding notifications
  • Viewing the audit log
  • 6Managing configuration items
  • Creating a CI
  • !“Creating a computer system CI” on page164
  • Creating a computer system CI
  • "To create a computer system CI
  • Creating a bulk inventory CI
  • "To create a bulk inventory CI
  • Creating an inventory location CI
  • Managing inventory
  • Viewing inventory locations
  • "To view inventory locations
  • Relocating CIs
  • Reserving and using inventory
  • Glossary
  • application administrator
  • Application Administration console
  • assignee
  • availability service target
  • business service management (BSM)
  • See Change and Configuration Management
  • change advisory board (CAB)
  • Change and Configuration Management
  • change request
  • collection node
  • compliance at risk target
  • compliance-only service target
  • compliance service target
  • configuration item (CI)
  • currency code
  • data consumer
  • data provider
  • declining balance depreciation
  • definitive software library (DSL)
  • depreciation
  • double-declining balance depreciation
  • See definitive software library (DSL)
  • flashboard
  • goal
  • incident
  • key performance indicator (KPI)
  • known error
  • See key performance indicator (KPI)
  • multi-tenancy
  • notification
  • See operational level agreement (OLA)
  • operational level agreement (OLA)
  • performance-monitoring service target
  • permission group
  • problem
  • problem investigation
  • product dictionary entry (PDE)
  • request-based service target
  • Requester console
  • return on investment (ROI)
  • service level agreement (SLA)
  • service level management (SLM)
  • service target
  • single-tenancy
  • software library item (SLI)
  • solution database
  • split cost center
  • task management system (TMS)
  • See total cost of ownership (TCO)
  • See task management system (TMS)
  • total cost of ownership (TCO)
  • See underpinning contract (UC)
  • underpinning contract (UC)
  • useful life
  • work-around
  • Index

BMC® Remedy® Service Desk: Incident Management 7.

0

User’s Guide

June 2006 Part No: 60845

Copyright 1991–2006 BMC Software, Inc. All rights reserved. BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies. BMC Software, Inc., considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable end user license agreement or nondisclosure agreement for the product and the proprietary and restricted rights notices included in this documentation. For license information about the OpenSource files used in the licensed program, please read OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the documentation download portion of the product download page. Restricted Rights Legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Contacting Us If you need technical support for this product, contact Customer Support by email at support@remedy.com. If you have comments or suggestions about this documentation, contact Information Development by email at doc_feedback@bmc.com. This edition applies to version 7.0 of the licensed program.

BMC Software, Inc.
www.bmc.com

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

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

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

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

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

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

Preface ! 9 .0 User’s Guide describes how to use the BMC® Remedy® Incident Management application.Preface The BMC Remedy Service Desk: Incident Management 7. ! 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® Service Level Management application. Incident Management is one of five BMC Remedy IT Service Management applications. The BMC® Remedy® Change Management application. The BMC® Remedy® IT Service Management Suite (BMC® Remedy® ITSM Suite) includes: ! ! ! The BMC® Remedy® Asset Management application. All five applications consume data from the BMC® Atrium® Configuration Management Database (CMDB) application. The BMC® Remedy® Service Desk solution (which includes the BMC® Remedy® Incident Management application and the BMC® Remedy® Problem Management application).

and Service Desk (including Incident Management and Problem Management). For more information.0 BMC Atrium CMDB 2. BMC Atrium CMDB 2.0. and perform other Business Service Management (BSM) functions.BMC Remedy Service Desk: Incident Management 7.0 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. see the BMC Atrium CMDB 2.0 Best Practice and New icons Documentation for the BMC Remedy ITSM Suite contains two icons. 10 "Preface . predict the impact of configuration changes. Note the change to the BMC® Remedy® Help Desk application.0. BMC is now offering the BMC Remedy Service Desk solution. 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.0 is installed with Asset Management. enabling other BMC applications to manage CIs. The Best Practice icon highlights processes or approaches that BMC has identified as the most effective way to leverage certain features in the suite. which contains the following applications: ! ! BMC Remedy Incident Management BMC Remedy Problem Management BMC Atrium CMDB 2. Change Management. Icon Description The New icon identifies features or products that are new or enhanced with version 7.

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

and provide the correct level of service to meet those needs. For more information. and additional problems. errors. 12 "Preface . see the BMC Service Desk: Problem Management 7.BMC Remedy Service Desk: Incident Management 7. which is the communication between a service provider and its customers.0 BMC Service Level Management enables a service provider. BMC Remedy Problem Management 7. a customer support group. preventing the incident from recurring. It streamlines the most important task of all. enforce. known errors. BMC Service Level Management 7.0 User’s Guide.0 BMC Remedy Problem Management is used to manage problem investigations. see the BMC Service Desk: Incident Management 7. Problem management can proactively prevent the occurrence of incidents. Service Level Management also provides a means to review.0 User’s Guide. A solution database entry contains information that might be required to provide or restore a service. this information can result in either a known error or a solution database entry. to formally document the needs of its customers or lines of business using service level agreements. Normal service operation is the operation of services within the limits specified by Service Level Management (SLM). Multiple service targets can be defined and monitored. It initiates actions that help to improve or correct the situation. such as an IT organization. After a problem investigation identifies the cause. 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. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. acting as a bridge between IT service support and IT operations. and report on the level of service provided. A problem investigation helps an IT organization get to the root cause of incidents. or an external service provider. For more information.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.

Note: To access the support website. see the BMC Service Level Management 7. Procedures for installing the Action Request System. You can order printed documentation from SMBU-Upgrade@bmc. online documentation in Adobe Acrobat (PDF) format is available on product installation CDs. You can access application Help by clicking on Help links within the application.com). Title Document provides Audience Format ITSM Configuration Quick Start Start with this reference card to quickly install and configure applications in the ITSM suite. Administrators Print and PDF Administrators Print and PDF Administrators Print and PDF Hierarchical diagram of all classes in the Administrators PDF CDM. BMC Remedy IT Service Management Suite documents The following table lists the documentation available for the BMC Remedy ITSM Suite.0 User’s Guide. including unique attributes and applicable relationships. Unless otherwise noted. BMC Remedy Action Request System 7.com. 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 Common Data Model Diagram Concepts for using the Action Request System.0 Concepts BMC Remedy Action Request System 7. Audience ! 13 . on the Customer Support website (http://supportweb.remedy. or both.User’s Guide For more information. you must have a support contract.0 Installing BMC Atrium CMDB 2.

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

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

0 Title BMC Remedy Service Desk: Problem Management 7.BMC Remedy Service Desk: Incident Management 7. 16 "Preface .0 Release Notes Procedures for installing the BMC Service Level Management application. BMC Service Level Management 7.0 User Help Management application.0 Task Management Administrator’s Guide Product Help Print and PDF Everyone Procedures for using the BMC Service Level Management application. 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 7.0 Help BMC Remedy Service Desk: Problem Management 7.0 User’s Guide BMC Remedy 7.0 Configuration Guide Document provides Help for using BMC Remedy Problem Management. includes new features and overview.0 User’s Guide BMC Service Level Management 7. Procedures for using the BMC Remedy Service Desk: Problem Management application. includes new features and overview. Procedures for configuring the BMC Service Level Management application.0 Configuration Help Level Management application. Everyone BMC Service Level Management Help for using the BMC Service Level 7.0 Installation Guide BMC Service Level Management 7. Also provides a list of new features included with the application. Procedures to configure Task Management. Information about known issues in each Everyone release of BMC Service Level Management. 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). BMC Service Level Management 7.

Normal service operation is the operation of services within the limits specified by the service target.Chapter 1 Introducing BMC Remedy Incident Management 7. The primary goal of the incident management process. Incident management is reactive. and is typically initiated in response to a customer call.0 The Service Desk: Incident Management application is used to manage incidents. is “to restore normal service operation as quickly as possible with minimum disruption to the business. The following topics are provided: ! ! ! ! Installing and configuring Incident Management (page 18) What’s new in Incident Management 7.” 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. thus ensuring that the best achievable levels of availability and service are maintained.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. according to ITIL standards.0 ! 17 .

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

! ! 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. Enhanced audit log—You can now filter the audit log. This report lists incidents that were caused by changes.0 ! 19 . to clarify the action being performed. This bar chart displays the number of resolved and closed incidents for each assignee. This bar chart displays the number of open incidents for each assignee. the Incident form displays the status of service targets.User’s Guide ! Reporting—Incident Management now includes the reports described in the following table. 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. Operational Categorization Service Categorization What’s new in Incident Management 7. ! Service Level Management—If Service Level Management is installed. for example. Terminology changes—You can find terminology changes in the following table. Description This report lists incidents and their assigned support groups for a specified date range. to see only date field audit records or assignment changes. This report lists all open incidents and the amount of time since the reported date.

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

review the permissions and functional roles sections in the BMC Remedy IT Service Management 7. ! ! ! 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. Terminology changes—You can find a terminology change in the following table.0 Configuration Guide. This console gives requesters access to: ! ! ! Public broadcast messages.0 Configuration Guide. and for managers. An administrator can create templates for commonly occurring incidents. A satisfaction survey. Incident Management user roles ! 21 . A template can also set a relationship to a configuration item (CI).User’s Guide ! Scripts—These are detailed instructions that an administrator or manager sets up to help users record important information about an incident. as described in the BMC Remedy IT Service Management 7. which can be completed on resolution of an incident or change request. as described in the BMC Remedy IT Service Management 7. Prioritization—Incident priority is now determined by impact and urgency. for support staff. Scripts can be used when recording or assigning an incident. Requester IT users can request resolution of incidents through the Requester console.0. To define permissions and functional roles. Important: The permission model in Incident Management has had several updates since version 6. This can be configured by an administrator. Their own incident and change requests. Incident templates—These can be used to populate incident records with standard information that is entered on a regular basis.0 Configuration Guide.

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

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

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

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 .

0 . For details. For details. No None further activities are performed on the incident. ! Enter pending (or resume) see “Investigating and diagnosing an incident” on page 132. ! ! ! ! Resolution and In this stage. The purpose of this stage is to accurately record and recognize disruptions to services provided by IT to its customers. If the incident cannot be ! Generate change resolved or a root cause analysis is ! Relate CI required.BMC Remedy Service Desk: Incident Management 7. you make sure that the incident has successfully restored the service to the customer and that the customer is satisfied with the outcome. you can escalate the incident to problem management.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. you can search existing Next stage information to identify a possible ! Generate problem solution. you resolve and recover recovery from the service disruption to enable the customer to resume work. Incident closure In this stage. Closed Next stage Generate problem Generate change Enter pending (or resume) Reopen Close ! ! In this stage the incident is closed. Tasks ! ! ! Next stage Enter pending (or resume) Select template Investigation and diagnosis In this stage. see “Closing an incident” on page 147. For details. 26 "Chapter 1—Introducing BMC Remedy Incident Management 7. For details. see “Recording a new incident” on page 108. Note: Generate change is available only as a task if Change Management is installed.

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.Chapter 2 Using functions common to all ITSM applications This section contains basic procedures that are common to most forms and consoles.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

A list of relationship types appears. Using the Copy Related Relationships form. 3 From the Relationships table.0 An administrator can disable Current Events functionality in the Configure Incident Rules form. then click View. 5 From the table of related records. select the other record that you want to relate to the current record. which you open from the Relationships tab. Use this feature to help you determine whether you want to relate the other record to the current record. then click Execute. Copying relationships When you define a relationship between the current record and another record. The Copy Related Relationships dialog box appears. A form appears with detailed information about the selected record. you can more thoroughly document all of the record relationships. Note: To see the details of the other record. 2 Click the Relationships tab. " To copy relationships 1 From the Incident Management console. select a record related to the current incident. you can look at the related record’s other relationships.BMC Remedy Service Desk: Incident Management 7. By doing this. 6 Click inside the Relationship Type field. 4 From the Quick Actions list. select Get Related Relationships. you can define the relationship from this form. Note: You cannot use this procedure to copy related CIs. 46 "Chapter 2—Using functions common to all ITSM applications . select it. See the BMC Remedy IT Service Management 7.0 Configuration Guide for information about how to do this. This dialog box contains a table of all other records related to the record you selected in step 3. the other record might also have one or more records related to it. If you determine that any of these other relationships should be related to the current record. open an incident.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

If you are sending a page to a person (instead of an on-call group) and need help determining the correct person.User’s Guide Figure 2-15: Paging System dialog box 3 Select either: ! ! Page By Person—To page an individual. which contains detailed information about the recipient. To do this. you can see more information about an individual by selecting his or her name from the list. 4 Select the recipient. as follows. 5 Complete the fields in the Paging Information area. then click Search. This opens the People form. Page By On-Call Group—To page the on-call member of a specified group. click the recipient’s name in the search results table. complete the fields in the Search Criteria area. When the search finishes. then click Send Page Now. then click Select. Sending pages and email messages ! 61 . then clicking View.

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

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

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

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

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

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

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

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

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. " To generate a report using a saved qualification 1 From the navigation pane in the Incident Management console.BMC Remedy Service Desk: Incident Management 7. choose General Functions > Reports. The Report console appears. and click Return Selected. File—The report is saved to the path and file you specify. The Saved Qualifications dialog box appears. The Report console reappears. 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. Generating a report using saved qualifications You can generate a report using qualifications that you created and saved previously. 70 "Chapter 2—Using functions common to all ITSM applications . Figure 2-20: Saved Qualifications dialog box 3 Select the qualification from the table. 6 From the Destination list. 2 Click Select Saved Qualification.0 Note: By saving the qualification. ! 7 Click Run Report.

User’s Guide 4 From the Destination list. ! 5 Click Run Report. 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. Working with reports ! 71 . select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box.

BMC Remedy Service Desk: Incident Management 7.0 72 "Chapter 2—Using functions common to all ITSM applications .

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

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

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

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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.

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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

except the Phone and Email fields. Unknown users must enter information in the Phone and Email. which are editable. The Company is prepopulated with the single-tenancy company name. All the fields are read-only. ! 2 Complete the required fields: Note: Required field names are in bold with an asterisk. 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. Working with service requests ! 81 . If you are an unknown user. the First Name and Last Name fields are pre-populated with their login information. You must enter information in the required fields to be able to successfully submit the request.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.

based on the categorization of the summary. Important: The Possible Solutions table appears only if the Problem Management application is installed. then related solution database entries appear in the Possible Solutions table. ! ! Note: Unknown users must enter information in the Phone or Email fields 5 Click Save to save the request. b Select an Urgency level for your request from the list.BMC Remedy Service Desk: Incident Management 7. If you select a summary definition that is an incident. Note: Manually entering a summary or “ad hoc request” always creates an incident request if Incident Management is installed. then the Company. Possible solutions do not appear for manually entered summaries. If a matching solution appears and you choose to use this solution. If Incident Management is not installed. c If you do not have a record in the People form. but you must complete them. You can include a note or an attachment. see “Modifying a service request” on page 85. 3 (Optional) Click Add Attachment to enter request work information. the solution entry is related your request and the request is resolved automatically. 4 Complete the optional fields: ! Date Required—Enter a date by when you require that this request be completed. See “Working with the Solution database” on page 101.0 If the list does not list the specific request you want to log. enter a summary of the request manually in the Summary field. a change request is created. For more information about the Request Work Info dialog box. First Name and Last Name fields might not be populated. Email—Enter or edit your email address. Phone—Enter or edit your phone number. 82 "Chapter 3—Working with the Requester console .

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

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

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

" To print a service request 1 Log in to BMC Remedy User with your server name in the Preference Server field. 2 Choose Tools > Options. as described in “Opening the Requester console” on page 77.0 5 Optionally. 3 Click the Advanced tab. you can add multiple work information entries. 5 Open the Requester console. 4 Make sure that ODBC Use Underscores is checked. Searching for service requests by Request ID You can quickly search for a service request by its Request ID. 86 "Chapter 3—Working with the Requester console . 2 Click Search by Request ID. You are limited to one attachment for each work information entry. as described in “Opening the Requester console” on page 77. 6 Click Save. 3 Enter the complete Request ID or the numeric part of the ID. you can do the following steps: a Enter additional information in the Notes field. be sure to follow steps 1 through 4. If you need to add multiple attachments. Printing a service request To enable the print functionality. 7 Click Print.BMC Remedy Service Desk: Incident Management 7. The matching request appears in the My Requests table. " To search by Request ID 1 Open the Requester console. 6 Select the record you want to print from the My Requests table. The Options dialog box appears. b Add an attachment.

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

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

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

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

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

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

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

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

you can review the event log and troubleshoot the service request. Note: You need Command Event Master permissions in addition to Request Master permissions. 2 Click View Events. Overall event status is indicated by the App Event Status on the Change/Incident Data tab. 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 . 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. " To view the event log 1 Complete steps 1 through 7 from the procedure “To open a service request record” on page 92.

Requesters can select a summary definition from the Summary list. If a summary value from the Summary list is selected. Typical events should be retried when the problem indicated by the error message has been fixed. see “Working with service requests as the Request Master” on page 91. the following values are set: ! ! ! Categorization Tiers 1 through 5 = NULL Impact = 3-Moderate/Limited Service Type = User Service Request Setup form. in reverse chronological order. and Impact.BMC Remedy Service Desk: Incident Management 7. This is populated from the New Request wizard. This section describes the form fields for reference. Service Type. the event table is sorted with the recent event on top. 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. Users can also enter data in the Summary field without making a selection from the Summary list. By default. For more information. Note: Categorization data is mapped in the Operational Catalog 98 "Chapter 3—Working with the Requester console . 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. If summary data is typed in. This list displays a list of summary definitions that have a status of Active.

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

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

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

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

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

see “Broadcasting messages” on page 55.0 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. and links to other applications.0. Search Criteria area—Provides area where you can search for assigned work. ! ! ! Figure 4-1: Incident Management console—Support Console tab Navigation pane 104 "Chapter 4—Working with Incident Management as support staff . the summary details appear below it. When you select an incident. 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. For details. links to functionality. It includes: ! Navigation pane—Provides display filters. Assigned Work area—Displays a summary of assigned incidents.

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

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

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

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

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

0 Operational categorization is based on a three-tier hierarchy that is defined in the Operational Catalog configuration form. choose General Functions > New Incident. assign the incident. Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog configuration form. " To use a template 1 On the Incident Management console. choose Select Template. click the Support Console tab if it is not selected. 13 If prompted. then click Save. The New Incident form appears. A list of templates available to your support group appears.BMC Remedy Service Desk: Incident Management 7.0 Configuration Guide. the incident is automatically assigned based on predefined assignment routing. Using a template You can use templates to populate the incident with standard information that is entered on a regular basis. A template can also set a relationship to a CI. in the Identification and Recording box. 3 In the Process Flow Status area. as described in the BMC Remedy IT Service Management 7. you are prompted to assign the incident. 2 From the navigation pane. Your administrator can create templates for commonly occurring incidents. c Select the appropriate product categorization. 112 "Chapter 4—Working with Incident Management as support staff . If you belong to more than one support group. you are prompted to select the appropriate support group first. If there is no appropriate predefined assignment routing. If you did not assign the incident. 12 Click Save.

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

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

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

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

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

click Save. Your People/Contact administrator must verify those in proposed status. only what is necessary to submit the record. 3 Click the Contact tab. and add any other information that is necessary.BMC Remedy Service Desk: Incident Management 7.0 Configuration Guide for further details.0 2 Open an incident. The status of the person you added has a default value of Proposed. 4 Click Create. update them to Enabled. 6 After you have finished entering the information. The People form appears. 118 "Chapter 4—Working with Incident Management as support staff . See the BMC Remedy IT Service Management 7. Figure 4-11: People form used to add a customer profile 5 Complete the required fields. Note: You cannot define a Support Person record here. You do not need to add all of the information for this individual’s profile.

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

0 adds tasks to Incident Management.0 Accessing the individual’s People Profile this way gives you limited information that you can change. The Assignment tab displays details of the current assignment. 6 Click Save.BMC Remedy Service Desk: Incident Management 7. 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. 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 . Understanding assignments An incident can be assigned to an individual or a support group. Version 7.

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

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

The Incident Assignment Log dialog box appears. Figure 4-14: Incident Assignment Log dialog box 5 Complete the form as appropriate. Understanding assignments ! 123 . To stop the clock when you are not working on the incident. Alternatively.User’s Guide 3 Click the Assignment tab. 6 Click Add to save your total effort time in the assignment log. 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. click Start. effort time is being tracked by the application. 4 Click Update Assignment Log. click Stopped on the Assignment tab. While an incident is assigned to you. You can change the Effort Time Spent (Minutes) field for your own assignment logs. To restart the clock.

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

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

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

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

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

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

" To record work performed on a task 1 On the Incident Management console. schedule the start and end dates. 5 Click View. assignee group. 6 Click Save. When a task is assigned to you. 3 Click the Tasks tab.0 Figure 4-20: Completed Assignment tab Figure 4-21: Completed Assignment/Dates tab 4 Select the company. The Task form appears.BMC Remedy Service Desk: Incident Management 7. notification is sent to you. 130 "Chapter 4—Working with Incident Management as support staff . Recording work performed on tasks You might be assigned tasks to perform for incidents not assigned to you. 4 Select the task. 5 If appropriate. 2 Open an incident. organization. click the Support Console tab if it is not selected. and assignee.

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

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

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

0 Service Level Management (SLM) If SLM is installed. An incident can have service targets for response time and resolution time. At least one service target has been breached. Figure 4-25: SLM tab 134 "Chapter 4—Working with Incident Management as support staff . The terms of all service targets have been breached. next target date. select Yes. exception details. and applicable milestones. If the incident was recorded directly from an email. as described in Table 4-2. 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. The Service Targets table displays all service targets applicable to the incident. the Incident form displays both overview and in-depth information about the incident in relation to applicable service targets. the incident might breach the response service terms. fax. For additional information about the relevant service targets. Important: If you respond to an incident and leave the Responded field set to No. or web self-serve request. the Responded field appears next to the Service Target indicator. After you respond to the incident.BMC Remedy Service Desk: Incident Management 7. Select a service target to see the status. click the SLM tab. voicemail. Incident has no applicable service targets. The SLM Status area shows whether the incident breaches service targets defined in SLM.

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

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

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

7 To prevent changes to this record of your work performed. 138 "Chapter 4—Working with Incident Management as support staff .0 Figure 4-28: Completed required fields on Modify Incident form 4 If the incident is not assigned. 5 Type the proposed resolution in the Resolution field.BMC Remedy Service Desk: Incident Management 7. change the Locked status to Yes. to allow the customer to see this summary of work performed. 6 Summarize the work you performed to find the proposed resolution by completing the fields in the Add Work Info area. the Modify Incident form also prompts you to assign the incident. change the View Access status to External. 8 If this incident is linked to a request. 9 To complete recommended optional information: a Click the Optional Information tab.

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. 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. Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog configuration form. d Click Save. The Costs form appears. c Select the appropriate resolution categorization. Investigating and diagnosing an incident ! 139 . 4 Click Create. 3 Click the Financials tab. " To record the cost of working on an incident 1 On the Incident Management console. 2 Open an incident.

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

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

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

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

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

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

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

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

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

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

you can publish the resolution from an incident into the solution database. 2 Open an incident. 3 Click the Resolution tab. The Solution form appears. 150 "Chapter 4—Working with Incident Management as support staff . Figure 4-39: Incident form open to the Resolution tab 4 Click Create and Edit Solution.BMC Remedy Service Desk: Incident Management 7.0 Creating a solution database entry from an incident If you have access to Problem Management. The resolution details are already copied into the form. click the Support Console tab if it is not selected. " To create a solution entry from an incident 1 On the Incident Management console.

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

BMC Remedy Service Desk: Incident Management 7.0 152 "Chapter 4—Working with Incident Management as support staff .

0 Configuration Guide.Chapter 5 Working with Incident Management as a manager This section describes functions that are available to managers. For details. see the BMC Remedy IT Service 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. 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 .

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

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

Figure 5-2: My Group Selection dialog box a In the View Group column. see “Reassigning an incident” on page 124. 156 "Chapter 5—Working with Incident Management as a manager . b Click Update. Assigning an incident You can assign the incident to anyone within your support group. " To assign an incident 1 On the Incident Management console. 3 Click the Assignment tab. To reassign the incident to another support group or to an assignee in another support group. as follows. select Yes to indicate display incidents assigned to that group. click the Manager Console tab if it is not selected. The My Group Selection dialog box appears. The Assigned Work area shows unassigned incidents for the selected support groups. for each group.BMC Remedy Service Desk: Incident Management 7. from the Selected Groups list.0 3 If you are viewing unassigned incidents. 2 Open an incident. you must confirm the selected groups.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

usually a configuration item (CI) or relationship.0 CI browser collection point A component of ITSM. Company field Metadata in the BMC Atrium CMDB that defines a type of object. The Reconciliation Engine merges data from different discovery services based on identification and precedence rules. compliance at risk target The architecture level where AR System clients operate within the multitier system. collector The downtime of a CI. and SNMP data sources. See also compliance-only service target and compliance service target. CI unavailability The component in the SLM application that is responsible for collecting the data. BMC Application Response Time. compliance-only service target A component of the BMC Atrium CMDB. Reconciliation Engine A target (such as 99. The CI browser lets you search for and view CIs and their relationships.5 percent) that identifies when the agreement's compliance reaches a point that is nearing a breach state and should be identified as a potential risk. See also multi-tenancy. CI unavailability records can be broadcast or related to other records. Using the compliance-only service target. class The component in the SLM application that manages the collection points and retrieves data. SLM calculates compliance results at the agreement level only. See also compliance at risk target and compliance service target. CMDB See BMC Atrium Configuration Management Database (BMC Atrium CMDB). BMC Performance Manager Express. collection node The data source for the information that is forwarded to the collection points. It shows only data for the companies for which you have permission. client tier A field in ITSM that controls multi-tenancy. See also compliance at risk target and compliance-only service target. by accessing service target results that were already processed by another application.BMC Remedy Service Desk: Incident Management 7. 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. You can add multiple collection points with different port numbers. A service target that enables you to access data already processed by another product for use in compliance calculations. 178 "Glossary . CI unavailability record The time when a CI is either partially or completely unavailable to perform its required function. Some examples of data sources are BMC Performance Manager Classic.

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

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

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

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

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

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

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

submitter group See service level management (SLM). performance-monitoring service target.BMC Remedy Service Desk: Incident Management 7. 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. See also assignee. 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. goals. software license compliance One of several special access control groups that the AR System provides. submitter See software library item (SLI). and the engineering department and sales department would be target cost centers. software library item (SLI) The physical storage locations of the master copy of a software application and its versions. SLI A method of calculating depreciation in which CIs depreciate at a constant value per year. Single-tenancy mode is required to give unknown users access to the ITSM Requester console. makes a request. application response time of 4 seconds. Users automatically belong to this implicit group for requests they have submitted. or enters information into a database. costs. a project management group might split its costs with an engineering department and a sales department.” See also availability service target. set field A reusable solution to a customer product problem.0 service target solution entry The individual level of service to achieve. 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. 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. This is stored in the solution database. A method of calculating depreciation in which CIs lose more of their value early in their lifetime. SLM A person who reports a problem. 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. and milestones. For example. request-based service target. See also multi-tenancy. and an application being in a state of “OK. 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. See also change request. 186 "Glossary . A service target includes terms and conditions. straight-line depreciation A feature that allows selection of a default company for company fields in ITSM.

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

workflow The automated set of business processes used to run a company.BMC Remedy Service Desk: Incident Management 7.0 work-around A temporary resolution to an incident. 188 "Glossary . or known error. problem.

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

defined 20 errors.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. 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. 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. 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. viewing 97 F features. best practice 163 recording unavailability 116 relocating 172 status 165 closing incidents 147 CMDB. sending messages about CIs with 63–65 enhanced problem management. 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. See broadcasts C calculations 160 canceling service requests 87 categorization. See broadcasts Bulletin Board. new 18–21 Flashboards area. creating 149 event logs.BMC Remedy Service Desk: Incident Management 7. best practice 165 problem diagnosis and. 171 190 "Index . about 10 colors of service targets. known.

about product family 10–13 Index ! 191 . 98 Solution Database 151 Task 128 Work Info 85. 159 resolving 135. 141 New/Modify Broadcasts 56 People 118 Problem Investigation 145 Request Work Info 95 Service Request 92. about 125 process flow status 133 reassigning 124 recording 108–120 recording time worked 122 records 108–112 relating as duplicates 114 reopening 147. 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. about 11 incidents See also assignments accepting assignments 122 assigning 156 to vendors 126 assignment log 158 closing 147 costs. 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. 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. 141–147 resolving with Solution database 101 status 158 templates 21 unassigned. 135 monitoring status 157 moving from investigation to resolution 137 ownership. 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. new features 20 I icons Best Practice 10 New 10 impacted areas.User’s Guide forms (continued) Known Error 149 Modify Incident 138.

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. defined 80 New/Modify Broadcasts form 56 Notes field. 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.BMC Remedy Service Desk: Incident Management 7. defined 21 Problem Investigation form 145 problem investigations. about 154–155 manager role 23 managing inventory 170–173 Modify Incident form 138. See Work Info form Notes Log field.0 K Known Error form 149 known errors. best practice 24 monitoring incident status with 157 status area 133 N navigation pane about 36–38 defined 20. creating 144 Problem Management. 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. with Requester console 22 printing records 41 service requests 86 prioritization. 141 modifying customer profiles 119 incidents 137 profile 37 records 42 relationships 48 service requests 85 multi-tenancy unknown users 75 multi-tenancy. 104 new features 18–21 New icon 10 New Request Wizard. See Work Info form 192 "Index . about 12 process flow about 24–26 accelerators.

viewing and modifying 37 Q qualifications. defined 104 Index ! 193 . moving incidents to 137 resolving incidents 135. 74 support staff 22 S scripts about 114 defined 21 Search Criteria area.User’s Guide Process Flow Status wizard 24. 141–147 retrying events in order. 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. 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. best practice 98 roles manager 23 requester 21. 25 recording new incidents with 109 profile. 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. See BMC Remedy User reminders. 74 reserving inventory 173 resolution stage. creating 53–55 removing relationships 51 reopening closed incidents 147. 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.

38 records associated with people or groups 39 service requests 86 solutions 135–141 Service Level Management. 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.BMC Remedy Service Desk: Incident Management 7. using 112 terminology changes Help Desk terms 21 Incident Management terms 19 troubleshooting service requests 97 U unassigned incidents.0 searching for all records 41 records 35. about 22 surveys. 93 completing surveys 88 creating 80 finding 86 modifying 85 opening records 92 printing 86 reopening 87. service request 88 T Task form 128 tasks assigning 129 creating 127–129 recording work 130 working with 127 templates. 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. 95 canceling 87. 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. about 104–105 support staff role. 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 .

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

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

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