BMC® Remedy® Service Desk: Incident Management 7.

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User’s Guide

June 2006 Part No: 60845

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

Chapter 1

Introducing BMC Remedy Incident Management 7.0

. . . . . . . 17

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

Chapter 2

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

Contents ! 3

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

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

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

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

0 8 "Contents .BMC Remedy Service Desk: Incident Management 7.

The BMC® Service Level Management application. Preface ! 9 . The BMC® Remedy® Change Management application. The BMC® Remedy® Service Desk solution (which includes the BMC® Remedy® Incident Management application and the BMC® Remedy® Problem Management application).Preface The BMC Remedy Service Desk: Incident Management 7.0 User’s Guide describes how to use the BMC® Remedy® Incident 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 applications run in conjunction with the BMC® Remedy® Action Request System® platform (BMC® Remedy® AR System® platform) and share a common database. Incident Management is one of five BMC Remedy IT Service Management applications.

0 User’s Guide. see the BMC Atrium CMDB 2. and has the ability to reconcile data from different sources. predict the impact of configuration changes.BMC Remedy Service Desk: Incident Management 7. About the BMC Remedy IT Service Management Suite There have been several updates to the BMC Remedy ITSM Suite since version 6.0.0 Best Practice and New icons Documentation for the BMC Remedy ITSM Suite contains two icons.0 BMC Atrium CMDB 2. BMC is now offering the BMC Remedy Service Desk solution. which contains the following applications: ! ! BMC Remedy Incident Management BMC Remedy Problem Management BMC Atrium CMDB 2.0. Icon Description The New icon identifies features or products that are new or enhanced with version 7.0 is installed with Asset Management. It stores information about configuration items and their relationships in an inheritance-based data model. and perform other Business Service Management (BSM) functions. BMC Atrium CMDB 2. Note the change to the BMC® Remedy® Help Desk application. 10 "Preface . Change Management.0 provides a “single source of truth” about your IT environment. and Service Desk (including Incident Management and Problem Management). The Best Practice icon highlights processes or approaches that BMC has identified as the most effective way to leverage certain features in the suite. For more information. enabling other BMC applications to manage CIs.

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

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

including unique attributes and applicable relationships.0 Concepts BMC Remedy Action Request System 7. BMC Remedy Action Request System 7. or both. online documentation in Adobe Acrobat (PDF) format is available on product installation CDs.0 User’s Guide.remedy.0 Installing BMC Atrium CMDB 2. Audience ! 13 . You can order printed documentation from SMBU-Upgrade@bmc. BMC Remedy IT Service Management Suite documents The following table lists the documentation available for the BMC Remedy ITSM Suite.com).com.User’s Guide For more information. Title Document provides Audience Format ITSM Configuration Quick Start Start with this reference card to quickly install and configure applications in the ITSM suite. see the BMC Service Level Management 7.0 Common Data Model Diagram Concepts for using the Action Request System. Administrators Print and PDF Administrators Print and PDF Administrators Print and PDF Hierarchical diagram of all classes in the Administrators PDF CDM. on the Customer Support website (http://supportweb. Unless otherwise noted. Procedures for installing the Action Request System. You can access application Help by clicking on Help links within the application. you must have a support contract. Note: To access the support website. Audience Incident Management is intended for the following IT professionals: ! ! IT support staff IT managers The Requester console is intended for any IT user.

Everyone Everyone Users HTML Print and PDF Print and PDF Print and PDF BMC Atrium CMDB 2. C and Web Services API functions and data structures.0 Help BMC Atrium CMDB 2. and understanding the approval workflow. and relationships for each class. how to use the Administrators Approval Server.0 Installation and Configuration Guide BMC Atrium CMDB 2. Audience Format Administrators HTML BMC Atrium CMDB 2. attributes. subclasses. and a list of error messages.0 User’s Guide Information about using BMC Atrium CMDB.0 Master Index Combined index of all books. reporting. and federation. class definitions. Help for using and configuring BMC Atrium CMDB. including permissions.0 Approval Server Topics on installation and configuration Users and administrators PDF Guide for Users and of the Approval Server. BMC Remedy IT Service Management 7.0 Title BMC Atrium CMDB 2.0 Release Information about new features and Notes known issues. Information about installing and configuring BMC Atrium CMDB.0 Common Data Model Help Document provides Description and details of superclasses. launching federated data. Programmers API Help and variables that integrate with BMC Atrium CMDB. BMC Atrium CMDB 2. Administrators Print and PDF 14 "Preface . BMC Atrium CMDB 2. reconciliation. including searching for CIs and relationships. methods.0 Configuration Guide Procedures for configuring the BMC Remedy IT Service Management applications. and running reconciliation jobs.0 Javadoc Information about Java classes. Print and BMC Remedy 7. BMC Atrium CMDB 2.0 Information about CMDB concepts and Executives and Print and Concepts and Best Practices Guide best practices for planning your BMC administrators PDF Atrium CMDB implementation. Administrators PDF and programmers Users and Product administrators Help Administrators Print and PDF BMC Atrium CMDB 2.0 Developer’s Reference Guide Information about creating API programs.BMC Remedy Service Desk: Incident Management 7.

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

0 Title BMC Remedy Service Desk: Problem Management 7.0 User Help Management application. Information about known issues in each Everyone release of BMC Service Level Management. 16 "Preface .0 Task Management Administrator’s Guide Product Help Print and PDF Everyone Procedures for using the BMC Service Level Management application. BMC Service Level Management 7. Procedures for using the BMC Remedy Service Desk: Problem Management application. Procedures for configuring the BMC Service Level Management application.0 User’s Guide BMC Remedy 7.0 Installation Guide BMC Service Level Management 7. BMC Service Level Management 7. Audience Everyone Everyone Format Product Help Print and PDF Administrators Print and PDF Administrators Product Help Administrators Print and PDF PDF BMC Service Level Management Help for configuring the BMC Service 7.0 Help BMC Remedy Service Desk: Problem Management 7. Procedures to configure Task 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).0 User’s Guide BMC Service Level Management 7.BMC Remedy Service Desk: Incident Management 7.0 Configuration Guide Document provides Help for using BMC Remedy Problem Management. Also provides a list of new features included with the application. includes new features and overview. includes new features and overview.0 Release Notes Procedures for installing 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 ! 17 . Incident management is reactive. 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.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. Normal service operation is the operation of services within the limits specified by the service target.Chapter 1 Introducing BMC Remedy Incident Management 7.0 The Service Desk: Incident Management application is used to manage incidents. thus ensuring that the best achievable levels of availability and service are maintained. The primary goal of the incident management process. and is typically initiated in response to a customer call. according to ITIL standards.

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

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

Incident matching—From the Incident form. A manager or administrator can build decision trees. completes part of the form for a new incident. Multi-tenancy—This makes it possible to host multiple companies and their data on a single server. and. Multi-tenancy from the user’s perspective is accessed by selecting the appropriate company from the list next to the Company field. ! ! ! ! ! 20 "Chapter 1—Introducing BMC Remedy Incident Management 7. such as assigning an incident to yourself. and other incidents that match criteria from the current incident to assist in the incident resolution process. whose data must be kept separate.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. such as business units or departments. This feature can also be used for any groups. Multi-tenancy is limited to the company level in Incident Management. based on answers. New Incident Management features for former Help Desk users include the features mentioned in the previous paragraphs. problem investigations. Configuration can differ on a per-company basis. solution database entries. Navigation pane—Located on the left side of consoles and forms. this provides access to common functions. Due to multi-tenancy. and to record solution database entries. Categorization—This is recorded separately for operational and product categorization. users can perform searches for known errors.BMC Remedy Service Desk: Incident Management 7.0 . and also the following features: ! Enhanced problem management—Problem investigations have a separate form. Decision tree—This takes the user step-by-step through a questionnaire. Problem Management includes new processes to manage the life cycle of a problem investigation and known errors. each with multiple levels to provide greater flexibility. each company or business unit can be configured with its own categorization.

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. Incident Management user roles ! 21 . as described in the BMC Remedy IT Service Management 7.0 Configuration Guide. This can be configured by an administrator. which can be completed on resolution of an incident or change request. This console gives requesters access to: ! ! ! Public broadcast messages. for support staff.0 Configuration Guide. Prioritization—Incident priority is now determined by impact and urgency. A template can also set a relationship to a configuration item (CI). Incident templates—These can be used to populate incident records with standard information that is entered on a regular basis.0. and for managers. To define permissions and functional roles. review the permissions and functional roles sections in the BMC Remedy IT Service Management 7. Their own incident and change requests. ! ! ! 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.0 Configuration Guide. Requester IT users can request resolution of incidents through the Requester console. Terminology changes—You can find a terminology change in the following table. Scripts can be used when recording or assigning an incident. Important: The permission model in Incident Management has had several updates since version 6. A satisfaction survey. An administrator can create templates for commonly occurring incidents.

Registered User—This user has a record in the People form. Their main responsibility is to provide an accurate analysis and diagnosis of their assigned incidents to restore service to the affected customers. Typically. and updating incident records. Support staff responsibilities include: ! ! Creating. Escalating incidents that need to be resolved based on SLM terms or perception of urgency. Guest User—All other users are considered to be guest users even if a user has a record in the People form. the first-line support staff own all incidents and are therefore responsible for validating incident resolutions with their customers. classifying. Guest users cannot create change requests. and the user’s login information is in the Login/Access Details tab of the People form. Resolving incidents or assigning for resolution.BMC Remedy Service Desk: Incident Management 7. ! ! ! ! ! 22 "Chapter 1—Introducing BMC Remedy Incident Management 7.0 The Requester console provides access based on the following permissions: ! Request Console Master—This user is responsible for configuring the Requester console. Verifying the Customer Profile data and updating the information if appropriate. Coordinating and validating resolutions with customers. ! ! Support staff First-line support staff are members of the Service Desk. If a user’s login information does not exist in the user record. They are the primary contacts for all customers and are responsible for recording incidents and coordinating their resolution. Second-line and third-line support are considered subject matter experts.0 . The request console master can view all the requests submitted by other users. then the user is considered a guest user. Relating CIs to the incident. Closing incidents and determining customer satisfaction. This user is more of an administrator than a support user.

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

you are following ITIL best practices. For example. By using the process flow accelerators.0 . When you select an accelerator. a dialog box appears.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. 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. prompting you to enter the data required to complete the task. The status of the incident is indicated by both color and text. At each stage. the diagram provides accelerators applicable to the current stage. You can also enter optional recommended data in the dialog box. Figure 1-1: Example of selecting an accelerator from the Process Flow Status wizard Process Flow Status area Current stage The Process Flow Status area also serves as a wizard. guiding you through the stages of the incident life cycle. A diagram shows the five stages of an incident request. The current stage of the incident is highlighted.BMC Remedy Service Desk: Incident Management 7. as indicated by best practices. rooted in ITIL processes.

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 .

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

and so on). >. use the Advanced Search feature to help you narrow the results. select the keywords or record fields on which you want to search.<. 40 "Chapter 2—Using functions common to all ITSM applications . you can perform an advanced search to narrow the results. click Advanced Search. =.0 The Assigned Work table updates with the results of your search.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. " To use the Advanced Search feature 1 From the Incident Management console. Note: If the search returns a large number of records. To insert operators (+.” you would construct the following search: 'Priority' = "High" 3 Click Select. The dialog box closes and you return to the main console. For example. 3 Scroll through the Assigned Work table to find the specific record you want. Using the Advanced Search feature If your search returns too broad a range of records. The Advanced Qualification Builder dialog box appears. to search for an incident with a priority of “high. 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. click the appropriate operator button.

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

then click Execute. open the record that you want to modify. from the Quick Actions list. Modifying records After you generate a record. 4 Click the Print icon on the menu bar at the top of the dialog box. then go to step 4.0 2 Select the record you want to print. 42 "Chapter 2—Using functions common to all ITSM applications . 3 Make the appropriate changes. select Print. Use the following procedure to modify a record. you can modify or update the information it contains.BMC Remedy Service Desk: Incident Management 7. Note: If you already have the record open and want to print it. click the Print icon to send the record to your local printer. " To modify a record 1 From the Incident Management console. When the print confirmation dialog box appears. 4 Click Save. 3 At the bottom of the console. The Business Objects Report Preview dialog box appears. 5 Close the Business Objects dialog box. allowing you to view the record before you print it. 2 Click the tab that contains the information you want to update. click Print at the bottom of the form to open the Business Objects Report Preview dialog box.

An incident can be related to any of the following record types: ! ! ! ! ! Configuration item Another incident Solution database entry Known error Problem investigation If you have Asset Management and Change Management. 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. open the incident from which you want to define a relationship. " To define a relationship 1 From the Incident Management console.User’s Guide Working with relationships By defining and maintaining relationships among records. Figure 2-8: Relationships tab Working with relationships ! 43 . 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. 2 Click the Relationships tab.

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

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

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

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

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

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

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

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

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

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

another dialog box appears that allows you to specify which of the matching names you want to receive the reminder. If you need more space to type the entry. the application automatically populates the AR Login field. 54 "Chapter 2—Using functions common to all ITSM applications . 5 In the Recipient field. 3 To remove the link between the reminder you are creating and the open record. A larger text entry box appears. enter information about the reminder.BMC Remedy Service Desk: Incident Management 7.0 Figure 2-13: Completed Create Reminder tab Note: If you are creating the reminder from the main console. skip the next step. By default. then delete the contents of the Link to Request-ID field. If you type a person’s name and press ENTER. or a support group. The Request-ID field links the reminder to the open record. If the application discovers multiple matches with the name you entered. The Request-ID and Form fields are populated automatically by the application. 7 In the Subject field. type the name of the person or group to whom you want to send the reminder. select either Individual or Group. or you can click the button next to the field and select the date and time from the calendar that appears. 4 From the Notify list. the Time field contains the current date and time. You can type the information directly into the field. select. depending on whether you are sending the reminder to a single person. 6 In the Time field. click the Browse button next to the field. enter the date and time you want the application to send the reminder.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 .Chapter 3 Working with the Requester console The Requester console serves as the front end for the BMC Remedy Change Management and BMC Remedy Incident Management applications. user-friendly interface that allows users to quickly submit requests for change or incidents to IT through the two back-end applications. It provides an easy.

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

User’s Guide

Important: For unknown users who do not have an AR System login to be able to access the Requester console, the AR System server option “Allow Guest User” option must be turned on. The Allow Guest User option is available only when the server is set to single-tenancy mode. Also the AR Submitter locked mode must be enabled for users with read-only license to respond to surveys. The Incident Management and Change Management applications must also set up a default People record with a valid AR System login to be used for unknown users. For more information, see the BMC Remedy IT Service Management 7.0 Configuration Guide.

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

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

!

!

!

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

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

Service Request Management users ! 75

BMC Remedy Service Desk: Incident Management 7.0
!

In addition to setting the Tenancy Mode to Single-Tenancy, the Allow Unknown Users option must be set to Yes and the login information added. This is set by a user with Request Config permissions on the Application Settings form. Unknown users are only allowed within the Requester console framework, which means that if the Change or Incident form is directly accessed, it does not allow unknown users.

!

Understanding the Requester console
The Requester console serves as the front end to the Change Management and Incident Management applications.
Figure 3-1: Requester console

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

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

76 "Chapter 3—Working with the Requester console

User’s Guide

Opening the Requester console
You can view the Requester console through the BMC Remedy User client or through a browser. See the following instructions for information about opening the Requester console.

" To open the Requester console from BMC Remedy User
1 Log in to BMC Remedy User using your AR System Login information.

Unknown or guest users need to log in using the default set up by their company.
2 From the IT Home page, click Requester console.

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

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

" Using a browser to open the Requester console
1 To open the Requester console from a browser, type the following URL in to

your browser’s address bar:
http://<web_server>:<port>/arsys/apps/<arsystem_server>/Home Page

where:
<web_server> is the fully qualified name of the BMC Remedy Mid Tier system, specified in the format server_name.company.com. <port> is an optional port number, which is needed if the web server is not

on the default port (port 80).
<arsystem_server> is the name of your BMC Remedy AR System server.

For a list of supported browsers, see the compatibility matrix at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/ CompatibilityMatrix/index.jsp

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

navigation pane.

Understanding the Requester console ! 77

BMC Remedy Service Desk: Incident Management 7.0

Functional areas and tasks
The Requester console has the following functional areas.
Console Area View Requests Function Use the View Requests links to filter the requests in the Requests table. Requests can be sorted by the following options:
! !

Open All

For more information, see “Filtering service requests” on page 83. General Functions Use the General Functions links to do the following actions:
!

!

! !

Update the information in your requests, by creating a new work info entry. See “Modifying a service request” on page 85. Search for requests by Request ID. See “Searching for service requests by Request ID” on page 86. Save the console view. Work on a survey. See “Completing surveys” on page 88.

Request Errors

If you have Request Master permissions, the Request Errors function appears in the navigation pane. For more information, see “Viewing service requests with errors” on page 90.

Refresh button Broadcasts

Refreshes the Broadcasts and My Requests tables. Click Refresh to refresh the data in the tables. Displays broadcasts or bulletin board messages. The View button displays the selected broadcast in a dialog box, from where you can view details about the broadcast.
Note: No internal broadcast messages appear in the

Requester console. For more information, see “Viewing broadcast messages” on page 102.

78 "Chapter 3—Working with the Requester console

User’s Guide

Console Area Create a New Request button

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

My Requests

Displays the requests submitted by the logged in user. When performing Request form searches, only administrators and users who have Request Master permissions can view other users’ submitted requests.

Request Details View button

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

Print button

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

Cancel button

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

Reopen button

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

Close button

Closes the console window.

Understanding the Requester console ! 79

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

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

Creating a service request
You can create service requests from the New Request wizard, which is the recommended way to create a service request. The New Request wizard is a simplified user interface for submitting your service requests. You can also create service requests from the Change and Incident forms. A user with Request Master permissions can directly open the SRM:Request form from the File > Open > Object List menu to view service requests. However, service requests cannot be created from the SRM:Service Request form. For more information about the Service Request form and the role of the Request Master, see “Working with service requests as the Request Master” on page 91.

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

The New Request wizard appears.

80 "Chapter 3—Working with the Requester console

The Company is prepopulated with the single-tenancy company name. ! 2 Complete the required fields: Note: Required field names are in bold with an asterisk. Unknown users must enter information in the Phone and Email. Working with service requests ! 81 . All the fields are read-only. a Select a definition from the Summary list that best describes your issue from the Summary list. 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. except the Phone and Email fields. which are editable. If you are an unknown user. the fields in the Requester section are populated from the user’s People record.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. You can include a note or an attachment. but you must complete them. If a matching solution appears and you choose to use this solution. a change request is created. First Name and Last Name fields might not be populated.0 If the list does not list the specific request you want to log. the solution entry is related your request and the request is resolved automatically. enter a summary of the request manually in the Summary field. Note: Manually entering a summary or “ad hoc request” always creates an incident request if Incident Management is installed. 4 Complete the optional fields: ! Date Required—Enter a date by when you require that this request be completed. 3 (Optional) Click Add Attachment to enter request work information. ! ! Note: Unknown users must enter information in the Phone or Email fields 5 Click Save to save the request. Phone—Enter or edit your phone number. For more information about the Request Work Info dialog box. Possible solutions do not appear for manually entered summaries. Email—Enter or edit your email address. 82 "Chapter 3—Working with the Requester console . See “Working with the Solution database” on page 101. then the Company. Important: The Possible Solutions table appears only if the Problem Management application is installed. If Incident Management is not installed.BMC Remedy Service Desk: Incident Management 7. If you select a summary definition that is an incident. b Select an Urgency level for your request from the list. see “Modifying a service request” on page 85. c If you do not have a record in the People form. then related solution database entries appear in the Possible Solutions table.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Chapter 4 Working with Incident Management as support staff This section describes functions that are available to support staff. Managers can also perform these functions from the Support Console tab. 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 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

You can change the information in the top of the form and the information in the General and More Details tabs.0 Accessing the individual’s People Profile this way gives you limited information that you can change.0 adds tasks to Incident Management. Understanding assignments An incident can be assigned to an individual or a support group. The Assignment tab displays details of the current assignment. 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 . You can attach tasks to an incident and assign them to individuals without changing the assignment of the incident. Version 7.BMC Remedy Service Desk: Incident Management 7. 6 Click Save.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

change the View Access status to External.BMC Remedy Service Desk: Incident Management 7. 6 Summarize the work you performed to find the proposed resolution by completing the fields in the Add Work Info area. 7 To prevent changes to this record of your work performed. change the Locked status to Yes. 138 "Chapter 4—Working with Incident Management as support staff . 8 If this incident is linked to a request. to allow the customer to see this summary of work performed.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. the Modify Incident form also prompts you to assign the incident. 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. Product categorization is based on a five-tier hierarchy that is defined in the Product Catalog configuration form. 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. The Costs form appears. " To record the cost of working on an incident 1 On the Incident Management console. 3 Click the Financials tab. Investigating and diagnosing an incident ! 139 . d Click Save. 4 Click Create. c Select the appropriate resolution categorization. click the Support Console tab if it is not selected. 2 Open an incident.

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

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

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

then you are prompted to update the CI unavailability. 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.

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

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

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

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

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

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

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

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

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

For details. 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 .0 Configuration Guide.Chapter 5 Working with Incident Management as a manager This section describes functions that are available to managers. see the BMC Remedy IT Service Management 7.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Categorize the item. Enter the number of items received. for example. Microsoft Windows XP. Field name CI Name Description Enter the name of the bulk inventory item. Tier 2. Tier 1. and Tier 3 Received Quantity 4 Click Save.BMC Remedy Service Desk: Incident Management 7.0 Figure 6-3: Completed Bulk Inventory form 3 Complete the following required fields. 168 "Chapter 6—Managing configuration items .

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

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

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

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

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

BMC Remedy Service Desk: Incident Management 7.0 174 "Chapter 6—Managing configuration items .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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. 171 190 "Index . creating 149 event logs. known. 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. best practice 165 problem diagnosis and. 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. 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.BMC Remedy Service Desk: Incident Management 7. about 10 colors of service targets. viewing 97 F features. See broadcasts Bulletin Board. new 18–21 Flashboards area.0 browsers entering main console URL 77 using to open Incident Management console 30 bulk inventory CI 167 Bulk Inventory form 168 bulletin board messages. defined 20 errors. sending messages about CIs with 63–65 enhanced problem management. best practice 163 recording unavailability 116 relocating 172 status 165 closing incidents 147 CMDB.

about product family 10–13 Index ! 191 . 135 monitoring status 157 moving from investigation to resolution 137 ownership. new features 20 I icons Best Practice 10 New 10 impacted areas. 171 investigations 132 IT Service Management.User’s Guide forms (continued) Known Error 149 Modify Incident 138. 159 resolving 135. about 11 incidents See also assignments accepting assignments 122 assigning 156 to vendors 126 assignment log 158 closing 147 costs. 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 125 process flow status 133 reassigning 124 recording 108–120 recording time worked 122 records 108–112 relating as duplicates 114 reopening 147. 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. 141 New/Modify Broadcasts 56 People 118 Problem Investigation 145 Request Work Info 95 Service Request 92. 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. 98 Solution Database 151 Task 128 Work Info 85. viewing 155 using decision trees 114 using templates 112 viewing 133–135 assignments 121 changes through audit logs 162 infrastructure changes 146 inventory bulk inventory CI 167 location CIs 169 managing 170–173 reserving 173 using 173 viewing locations 170 Inventory Location form 169.

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

See BMC Remedy User reminders.User’s Guide Process Flow Status wizard 24. 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. best practice 98 roles manager 23 requester 21. 74 support staff 22 S scripts about 114 defined 21 Search Criteria area. 74 reserving inventory 173 resolution stage. 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. 25 recording new incidents with 109 profile. generating reports with 67 quick actions about 49 using 38 R recording CI unavailability 116 incident with Process Flow Status wizard 109 new incidents 108–120 work performed on tasks 130 records advanced searching for 40 creating 34 modifying 42 printing 41 relating and unrelating 43 searching for 35. moving incidents to 137 resolving incidents 135. 141–147 retrying events in order. 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. creating 53–55 removing relationships 51 reopening closed incidents 147. defined 104 Index ! 193 . viewing and modifying 37 Q qualifications.

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

See tasks Index ! 195 . 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.User’s Guide V vendors assigning incidents to 126 communicating assigned incidents to 127 viewing broadcasts 58. 25. 84 unassigned incidents 155 user requests 79 Work Info tab 94 work information 95 W wizards Process Flow Status 24. 109 Service Request 80 Work Info form 85. 129 Work Info tab viewing 94 work information.

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

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