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Remedy IT Service Management for

the Enterprise 6.0


Installation and Configuration Guide

January 2005
Part No: 49621
Copyright 1991-2005 BMC Software, Inc. All rights reserved.

BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and
all other BMC Software product or service names, are registered trademarks or trademarks of BMC
Software, Inc. All other trademarks belong to their respective companies.

BMC Software, Inc. considers information included in this documentation to be proprietary and
confidential. Your use of this information is subject to the terms and conditions of the applicable end user
license agreement or nondisclosure agreement for the product and the proprietary and restricted rights
notices included in this documentation.

For license information about the OpenSource files used in the licensed program, please read
OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the
documentation download portion of the Remedy Electronic Software Distribution (ESD).

Restricted Rights Legend


U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE
COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the
U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS
252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is
BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Contacting Us
If you need technical support for this product, contact Customer Support by email at
support@remedy.com. If you have comments or suggestions about this documentation, contact
Information Development by email at doc_feedback@remedy.com.

This edition applies to version 6.0 of the licensed program.

BMC Software, Inc.


www.remedy.com
Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Remedy IT Service Management for the Enterprise documents . . . . . . . 10

Chapter 1 Introducing Remedy IT Service Management for the Enterprise . . . . . . 15


Remedy ITSM overview . . . . . . . . . . . . . . . . . . . . . . . . 16
Remedy ITSM applications architecture . . . . . . . . . . . . . . . . 17
Configuring the Remedy ITSM applications . . . . . . . . . . . . . . . 18
Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . 18
Remedy Application Configuration . . . . . . . . . . . . . . . . . . 18
Customizing the Remedy ITSM applications . . . . . . . . . . . . . . . 20
Workflow definitions in the Remedy ITSM applications . . . . . . . . . . 21
Workflow documentation . . . . . . . . . . . . . . . . . . . . . . 21
Field lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Active links . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Escalations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Table fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Internationalization and localization . . . . . . . . . . . . . . . . . . 23
Data language and display language . . . . . . . . . . . . . . . . . . 24

Chapter 2 Before you install . . . . . . . . . . . . . . . . . . . . . . . . . . . 25


General prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . 26
Prerequisites related to AR System. . . . . . . . . . . . . . . . . . . . 27
Database-related prerequisites . . . . . . . . . . . . . . . . . . . . . 28

Contents ! 3
Remedy IT Service Management for the Enterprise 6.0

Reporting-related prerequisites . . . . . . . . . . . . . . . . . . . . . 30
Web services-related prerequisites . . . . . . . . . . . . . . . . . . . . 31

Chapter 3 Installing the Remedy ITSM applications . . . . . . . . . . . . . . . . 33


Combination installations . . . . . . . . . . . . . . . . . . . . . . . 34
Windows— Installing the Remedy ITSM applications . . . . . . . . . . . 34
Windows—Installing online help files . . . . . . . . . . . . . . . . . 36
UNIX—Installing the Remedy ITSM applications . . . . . . . . . . . . . 39
Installing as non-root . . . . . . . . . . . . . . . . . . . . . . . . 39
Running the Remedy ITSM application installation script . . . . . . . . . 40
Installing online help files on UNIX . . . . . . . . . . . . . . . . . . 43
Licensing a Remedy ITSM application . . . . . . . . . . . . . . . . . . 45
Creating shortcuts to Remedy ITSM applications . . . . . . . . . . . . . 45
Adding shortcuts to the Windows Desktop . . . . . . . . . . . . . . . 45
Adding Remedy ITSM applications to the Windows Start menu . . . . . . 48
Adding links to application consoles . . . . . . . . . . . . . . . . . . . 50
Creating AR System User Preference records . . . . . . . . . . . . . . . 52
Access control groups . . . . . . . . . . . . . . . . . . . . . . . . . 53
Notification groups . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 4 General configuration tasks . . . . . . . . . . . . . . . . . . . . . . 57


Opening Remedy Application Configuration . . . . . . . . . . . . . . . 58
Defining an application administrator . . . . . . . . . . . . . . . . . . 59
Configuring locations . . . . . . . . . . . . . . . . . . . . . . . . . 62
Creating categorizations . . . . . . . . . . . . . . . . . . . . . . . . 64
Remedy Help Desk categorizations . . . . . . . . . . . . . . . . . . 64
Change categorizations . . . . . . . . . . . . . . . . . . . . . . . 65
Asset categorizations . . . . . . . . . . . . . . . . . . . . . . . . 65
Using categorizations in multiple modules and applications . . . . . . . . 66
Configuring people . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Defining groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Adding people to groups . . . . . . . . . . . . . . . . . . . . . . . . 79

Chapter 5 Support-specific configuration tasks . . . . . . . . . . . . . . . . . . . 83


Support-specific configuration overview . . . . . . . . . . . . . . . . . 84
Assigning responsibilities to the support staff . . . . . . . . . . . . . . . 86

4 "Contents
Installation and Configuration Guide

Assigning responsibilities to support groups. . . . . . . . . . . . . . . 86


Assigning responsibilities to support individuals . . . . . . . . . . . . . 91
Configuring business hours. . . . . . . . . . . . . . . . . . . . . . . 95
Workday business hours . . . . . . . . . . . . . . . . . . . . . . . 95
Holiday hours . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Assignment process definition . . . . . . . . . . . . . . . . . . . . . 101
Support staff personal preferences . . . . . . . . . . . . . . . . . . . . 104
Configuring command line paging. . . . . . . . . . . . . . . . . . . . 108

Chapter 6 Configuring addresses . . . . . . . . . . . . . . . . . . . . . . . . . 113


Configuring countries . . . . . . . . . . . . . . . . . . . . . . . . . 114
Configuring states and provinces . . . . . . . . . . . . . . . . . . . . 116
Configuring postal codes . . . . . . . . . . . . . . . . . . . . . . . . 118

Chapter 7 Advanced configuration tasks . . . . . . . . . . . . . . . . . . . . . 121


Advanced configuration overview . . . . . . . . . . . . . . . . . . . . 122
Remedy Help Desk advanced tasks . . . . . . . . . . . . . . . . . . . 122
Remedy Change Management advanced tasks. . . . . . . . . . . . . . . 123
Remedy Asset Management advanced tasks . . . . . . . . . . . . . . . . 123
Advanced configuration tasks . . . . . . . . . . . . . . . . . . . . . . 124
Asset Approval Process for Configurations task . . . . . . . . . . . . 124
Asset Contract Categorization task . . . . . . . . . . . . . . . . . 127
Asset Deletion task . . . . . . . . . . . . . . . . . . . . . . . . 129
Asset Depreciation Criteria Configuration task . . . . . . . . . . . . 130
Asset Down Status task . . . . . . . . . . . . . . . . . . . . . . 132
Asset Inventory Settings task . . . . . . . . . . . . . . . . . . . . 134
Asset Management Settings task . . . . . . . . . . . . . . . . . . . 134
Asset Notifications Configuration task . . . . . . . . . . . . . . . . 135
Asset Reconciliation Configuration Console task. . . . . . . . . . . . 138
Asset Reorder Level and Lead Time Specification task . . . . . . . . . 138
Change Approvals . . . . . . . . . . . . . . . . . . . . . . . . 140
Change Approvals task . . . . . . . . . . . . . . . . . . . . . . 143
Change Approvals, Non-emergency Changes task . . . . . . . . . . . 144
Change Management Escalations task . . . . . . . . . . . . . . . . 155
Change Management Settings task. . . . . . . . . . . . . . . . . . 157
Change Tasking Escalations task . . . . . . . . . . . . . . . . . . 159

Contents ! 5
Remedy IT Service Management for the Enterprise 6.0

Change Tasking Settings task . . . . . . . . . . . . . . . . . . . . 159


Charge-back Time Periods task . . . . . . . . . . . . . . . . . . . 159
Company and Contact Configuration task . . . . . . . . . . . . . . 161
Configure Survey Questions task . . . . . . . . . . . . . . . . . . 165
Cost Categorization task . . . . . . . . . . . . . . . . . . . . . . 166
Cost Centers task . . . . . . . . . . . . . . . . . . . . . . . . . 169
Define Summary Definitions task . . . . . . . . . . . . . . . . . . 177
Help Desk Escalations task . . . . . . . . . . . . . . . . . . . . . 180
Help Desk Settings task . . . . . . . . . . . . . . . . . . . . . . 182
Predefined Change Templates task. . . . . . . . . . . . . . . . . . 183
Predefined Task Templates task . . . . . . . . . . . . . . . . . . . 186
TCO Define Cost Rates task . . . . . . . . . . . . . . . . . . . . 190

Appendix A Installation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 195


Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . 196
Group form not detected. . . . . . . . . . . . . . . . . . . . . . 196
Installation logging . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Remedy ITSM application log files. . . . . . . . . . . . . . . . . . 197
Remedy Installation Kit log files . . . . . . . . . . . . . . . . . . . 197
Using log files to troubleshoot an installation . . . . . . . . . . . . . 198
Post-installation tasks for SLA administrators. . . . . . . . . . . . . . . 199
Changing the SLA prefix . . . . . . . . . . . . . . . . . . . . . . 199
Using availability SLAs with custom applications . . . . . . . . . . . 200
Automatically attaching records to availability SLAs . . . . . . . . . . 204

Appendix B Web services for the Remedy ITSM applications . . . . . . . . . . . . . 207


Describing web services . . . . . . . . . . . . . . . . . . . . . . . . 208
Web services and AR System . . . . . . . . . . . . . . . . . . . . . . 209
Base form . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
XML schema . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Modifying your web service. . . . . . . . . . . . . . . . . . . . . . . 210
Writing web service clients . . . . . . . . . . . . . . . . . . . . . . . 215
Web services and Remedy Help Desk . . . . . . . . . . . . . . . . . . 216
Web services and Remedy Change Management. . . . . . . . . . . . . . 219

6 "Contents
Installation and Configuration Guide

Web services and Remedy Asset Management. . . . . . . . . . . . . . . 222


Web services and Remedy SLA . . . . . . . . . . . . . . . . . . . . . 224

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Contents ! 7
Remedy IT Service Management for the Enterprise 6.0

8 "Contents
Preface

This guide describes how to install and configure three of the four
applications that make up the Remedy® IT Service Management for the
Enterprise suite of applications.

Important: For information about installing and configuring the Remedy


Service Level Agreements application, see the Remedy Service Level
Agreements for the Enterprise Installation and Configuration Guide.

The applications run in conjunction with the Remedy Action Request


System® (AR System®) and share a common database. The Remedy ITSM
applications help you:
! Organize, manage, and measure the varied activities of your Information
Technology (IT) organization.
! Plan, schedule, implement, and track changes that need to be completed
within your organization.
! Track and manage your technology-based assets throughout their
lifecycle.

Preface ! 9
Remedy IT Service Management for the Enterprise 6.0

Audience
This guide is for Remedy AR System administrators or Remedy ITSM
application administrators who install and configure the Remedy ITSM
applications, with the exception of Remedy Service Level Agreements.

For information about installing and configuring Remedy Service Level


Agreements, see the Remedy Service Level Agreements for the Enterprise
Installation and Configuration Guide.

Configuration tasks are performed by the following roles or individuals.


Many administrator tasks overlap and many or all of the roles can be
assumed by one individual. The roles include:
! Remedy Help Desk administrators
! Remedy Asset Management administrators
! Remedy Change Management administrators

Remedy IT Service Management for the Enterprise


documents
The following table lists the documentation available for the Remedy
IT Service Management for the Enterprise products.

Unless otherwise noted, online documentation in Adobe Acrobat (PDF)


format is available on IT Service Management for the Enterprise product
installation CDs, on the Customer Support web site (http://
supportweb.remedy.com), or both.

You can access product Help through each product’s Help menu or by
clicking on Help links.

Title Document provides Audience Format


Managing for Excellence: Using Best practices for implementing the Decision Print and
Remedy for Best Practices in IT Remedy ITSM Suite in your makers (CEOs PDF
Service Management organization. and CTOs)
BMC CMDB 1.0 Configuration Procedures for using the CMDB Class Administrators PDF
Guide Manager.

10 "Preface
Installation and Configuration Guide

Title Document provides Audience Format


BMC CMDB 1.0 Class Manager Information about Class Manager data Administrators PDF
C API Reference Guide structures, C API functions, and a list of and
error messages. programmers
BMC CMDB 1.0 Class Manager Information about Java classes, methods, Administrators HTML*
Java API and variables that integrate with the and
BMC CMDB Class Manager. Programmers
BMC CMDB 1.0 Common Data Information about classes and Administrators PDF
Model white paper relationships defined in the CMDB. and
Programmers
Remedy IT Service Management Procedures for installing and configuring Administrators Print and
for the Enterprise 6.0 Installation the Remedy ITSM applications: Help PDF
and Configuration Guide Desk, Change Management, and Asset
Management.
Remedy ITSM Configuration Help for using Remedy Application Everyone Product
Help Configuration to configure the ITSM Help
suite of applications.
Remedy Asset Management for Architectural overview of the Remedy Administrators PDF
the Enterprise 6.0 Architectural Asset Management application.
Overview white paper
Remedy Help Desk for the Architectural overview of the Remedy Administrators PDF
Enterprise 6.0 Architectural Help Desk application.
Overview white paper
Remedy Change Management for Architectural overview of the Remedy Administrators PDF
the Enterprise 6.0 Architectural Change Management application.
Overview white paper
Remedy Service Level Agreements Architectural overview of the Remedy Administrators PDF
for the Enterprise 6.0 Service Level Agreements application.
Architectural Overview white
paper
Remedy IT Service Management Instructions for using the Distributed Administrators PDF
for the Enterprise 6.0 DSO white Server Option (DSO) with Remedy IT
paper Service Management applications.
Remedy Service Level Agreements Instructions for using the Distributed Administrators PDF
for the Enterprise 6.0 DSO white Server Option (DSO) with Remedy
paper Service Level Agreements

Remedy IT Service Management for the Enterprise documents ! 11


Remedy IT Service Management for the Enterprise 6.0

Title Document provides Audience Format


Remedy Asset Management for Procedures for using the Remedy Asset Everyone Print and
the Enterprise 6.0 User’s Guide Management application; includes new PDF
features overview.
Remedy Asset Management for Help for using Remedy Asset Everyone Product
the Enterprise Help Management. Help
Remedy Asset Management for Information about known issues in each Everyone Print and
the Enterprise 6.0 Release Notes release of Remedy Asset Management. PDF
Also provides a list of new features
included with the application.
Remedy Change Management for Procedures for using the Remedy Change Everyone Print and
the Enterprise 6.0 User’s Guide Management application; includes new PDF
features overview.
Remedy Change Management Help for using Remedy Change Everyone Product
for the Enterprise Help Management. Help
Remedy Change Management for Information about known issues in each Everyone Print and
the Enterprise 6.0 Release Notes release of Remedy Change Management. PDF
Also provides a list of new features
included with the application.
Remedy Help Desk for the Procedures for using the Remedy Help Everyone Print and
Enterprise 6.0 User’s Guide Desk application; includes new features PDF
overview.
Remedy Help Desk for the Help for using Remedy Help Desk. Everyone Product
Enterprise Help Help
Remedy Help Desk for the Information about known issues in each Everyone Print and
Enterprise 6.0 Release Notes release of Remedy Help Desk. Also PDF
provides a list of new features included
with the application.
Remedy Service Level Agreements Procedures for installing and configuring Administrators Print and
for the Enterprise 6.0 Installation the Remedy Service Level Agreements PDF
and Configuration Guide application.
Remedy Service Level Agreements Procedures for using the Remedy Service Everyone Print and
for the Enterprise 6.0 User’s Guide Level Agreements application; includes PDF
new features overview.
Remedy Service Level Form-level help that is available online Everyone Product
Agreements for the Enterprise for users and administrators. Help
Help

12 "Preface
Installation and Configuration Guide

Title Document provides Audience Format


Remedy Service Level Agreements Information about known issues in each Everyone Print and
for the Enterprise 6.0 Release release of Remedy Service Level PDF
Notes Agreements. Also provides a list of new
features included with the application.
Instructions for Creating Web Remedy Customer Support web site at Administrators PDF
Service Clients supportweb.remedy.com.
Section 508 User Accessibility Section 508 accessibility options for the Everyone PDF
Options for Remedy IT Service Remedy ITSM suite or applications. See
Management for the Enterprise the Remedy Customer Support web site
Suite, version 6.0 white paper at supportweb.remedy.com.
Remedy Approval Server 6.3 Procedures for installing and Everyone Print and
Guide for Users and administering the Approval Server, PDF
Administrators connecting an AR System application to
the Approval Server, setting up approval
processes and rules, and approving
requests.

* A JAR file containing the Java API documentation is supplied with the
CMDB Class Manager.

Remedy IT Service Management for the Enterprise documents ! 13


Remedy IT Service Management for the Enterprise 6.0

14 "Preface
Chapter

1 Introducing Remedy IT Service


Management for the Enterprise

This section provides an overview of the Remedy ITSM applications, which


includes application architecture, web views, and information about
internalization and localization. It also introduces Remedy Application
Configuration, which you will be using to configure the Remedy ITSM
applications you have installed.
Topics include:
! Remedy ITSM overview (page 16)
! Configuring the Remedy ITSM applications (page 18)
! Customizing the Remedy ITSM applications (page 20)
! Workflow definitions in the Remedy ITSM applications (page 21)
! Internationalization and localization (page 23)

Introducing Remedy IT Service Management for the Enterprise ! 15


Remedy IT Service Management for the Enterprise 6.0

Remedy ITSM overview


The Remedy ITSM Suite of applications helps you organize and manage the
varied assets and activities of your IT organization. The Remedy Service Level
Agreements application allows you to monitor the status of your SLAs to
make sure that you provide the agreed-upon levels of service to your internal
or external customers.

The Remedy ITSM Suite consists of four applications:


! Remedy Help Desk—For more information, see the Remedy Help Desk for
the Enterprise User’s Guide.
! Remedy Change Management—For more information, see the Remedy
Change Management for the Enterprise User’s Guide.
! Remedy Asset Management—For more information, see the Remedy
Asset Management for the Enterprise User’s Guide.
! Remedy Service Level Agreements (SLA)—For more information, see the
Remedy Service Level Agreements for the Enterprise User’s Guide.

Note: For information about installing and configuring the Remedy Service
Level Agreements application, see the Remedy Service Level Agreements for
the Enterprise Installation and Configuration Guide.

The Remedy Service Level Agreements application is also part of the Remedy
Customer Service and Support (CSS) Suite. The CSS Suite provides solutions
to help you deliver high quality service to customers, decreased service costs,
and increased profitability.

The other applications that are part of the CSS suite include:
! Remedy Customer Support—For more information, see the Remedy
Customer Support 5.0 User’s Guide.
! Remedy Quality Management—For more information, see the Remedy
Quality Management 5.0 User’s Guide.
! Remedy Citizen Response—For more information, see the Remedy
Citizen Response 5.0 User’s Guide.

16 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Installation and Configuration Guide

Remedy ITSM applications architecture


The relationships between the database, AR System server, shared
application components, and the Remedy ITSM applications are as follows:

Change Help Asset Service Level


Management Desk Management Agreements
6.0 6.0 6.0 6.0

Help Desk Change Asset


module Tasking module Inventory module

Shared components installed with Remedy ITSM applications

AR System Server (Version 6.3 or higher)

Database

Remedy Help Desk 6.0 application modules


Remedy ITSM applications

Figure 1-1: Remedy ITSM application architecture

Remedy ITSM overview ! 17


Remedy IT Service Management for the Enterprise 6.0

Configuring the Remedy ITSM applications


As the application administrator, you configure Remedy ITSM applications
to contain custom entries about the various people, groups, skills,
responsibilities, and geographic locations associated with your organization.

As the application administrator, you configure the Remedy SLA application


to contain custom entries about SLA application forms that can be
configured to work with your application.

Configuration prerequisites
Before you begin configuring the Remedy ITSM applications, verify that the
following configuration prerequisites are met:
! You must have an AR System write license (either fixed or floating). You
do not need an application license to create or modify entries in Remedy
Application Configuration.
! You must be an AR System administrator with change access to the User
and Group forms.
! You must be a member of the Administrator and the APP-Administrator
groups in the Remedy User form.
! You must have a basic knowledge of AR System administration tasks.

Remedy Application Configuration


You configure the applications using Remedy Application Configuration.
The forms are available only to the AR System administrator and the
IT Service Management application administrators.

Note: Remedy Application Configuration is not used by Remedy SLA. For


information about configuring Remedy SLA, see the Remedy Service Level
Agreements for the Enterprise Installation and Configuration Guide.

18 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Installation and Configuration Guide

The Remedy Application Configuration console is the starting point for


accessing the series of forms in Remedy Application Configuration.

Figure 1-2: Remedy Application Configuration

The Remedy Application Configuration console consists of four tabs.


! General (described in “General configuration tasks” on page 57)
All the configuration tasks on the General tab are present if you install
Remedy Help Desk, Remedy Change Management, or Remedy Asset
Management.
! Support Specifics (described in “Support-specific configuration tasks” on
page 83)
All the configuration tasks on the Support Specifics tab are present if you
install Remedy Help Desk or Remedy Change Management. If you install
only Remedy Asset Management, only the Pager Configuration
configuration task is present.
! Address (described in “Configuring addresses” on page 113)
All the configuration tasks on the Address tab are present if you install
Remedy Help Desk, Remedy Change Management, or Remedy Asset
Management.
! Advanced (described in “Advanced configuration tasks” on page 121)
Configuration tasks on the Advanced tab are present for each Remedy
ITSM application, except Remedy SLA. As you install additional Remedy
ITSM applications, additional configuration tasks are added to the
Advanced tab.

Configuring the Remedy ITSM applications ! 19


Remedy IT Service Management for the Enterprise 6.0

The tasks on the General and Support Specifics tabs are required procedures,
while the tasks on the Address and Advanced tabs are optional.Tasks on the
General, Support Specifics, and Addresses tabs are listed as numbered steps
to indicate the suggested order of performing configuration tasks for
IT Service Management applications.

Note: Some customers choose not to use the automatic assignment or


business hours features, so they are not required to be configured in every
situation. Also, the Advanced tab settings are optional because default
settings have been used. However, you should review the settings on the
Advance d tab to make sure they are correct for your business
configuration.

Customizing the Remedy ITSM applications


Remedy applications are built on the Remedy AR System. This allows
experienced Remedy administrators, workflow developers, and consultants
to extend and customize the designed behavior of the applications to meet
the changing needs of your organization and integrate with other
applications. Remedy offers courses for beginners through advanced
workflow developers on developing applications.

For more information, visit the Remedy education at:


http://www.remedy.com/solutions/services/education/

The Remedy Help Desk application is shipped with predefined processes and
rules that support the business model described in this guide and the Remedy
Help Desk for the Enterprise User’s Guide.

The Remedy Change Management and the Remedy Asset Management


applications are shipped with predefined approval processes and rules that
support the business model described in this guide and the Remedy Change
Management for the Enterprise User’s Guide and the Remedy Asset
Management for the Enterprise User’s Guide. If you want to extend the
functionality of the application, the Remedy Approval Server forms enable
advanced users to define custom rules and processes.

You can use the Remedy Asset Management application as shipped, or you
can customize it to meet your needs. Typical customization work includes
adding filters and active links to enhance workflow.

20 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Installation and Configuration Guide

The Remedy Service Level Agreements application ships with tight


integrations to other IT Service Management applications. Advanced
customization such as changing how the application creates workflow is not
supported. You can, however, customize Remedy SLA forms by adding fields
as needed.

For information about extending the functionality of the Remedy ITSM


applications, access the Remedy Customer Support web site at:
http://supportweb.remedy.com/

Workflow definitions in the Remedy ITSM applications


Additional technical documentation for the Remedy ITSM applications is
available on Remedy Customer Support web site. For example, the Remedy
ITSM applications contains numerous menus, filters, active links, escalation
definitions, and table fields that can be customized to meet your
organization’s needs. The Remedy Customer Support web site provides
documents that will assist you in modifying the Remedy ITSM applications.

You can access the Remedy Customer Support web site at:
http://supportweb.remedy.com/

Workflow documentation
The PDF workflow documentation includes reports on workflow definitions
of the product as shipped. The documents include:
! Data Dictionaries
! Active Link Definitions
! Escalation Definitions
! Filter Definitions
! Form Definitions
! Guide Definitions
! Menu Definitions

Workflow definitions in the Remedy ITSM applications ! 21


Remedy IT Service Management for the Enterprise 6.0

Also available in PDF format are:


! Entity Relationship Diagrams
! Data Flow Diagrams
! Join Form Trees

You can access the Remedy Customer Support web site at:
http://supportweb.remedy.com/

Field lists
Many character fields provide lists from which users can select options rather
than entering data manually. These lists enable users to make selections
conveniently and help to make sure data is consistent. Remedy ITSM uses
configurable menus to provide the following benefits:
! Simplified presentation of options within any Remedy application form
! Dynamic, three-tiered asset categorization (Category, Type, and Item)
! Convenient access to predefined reports

For more information about configuring lists, see the Developing AR System
Applications: Basic guide.

Filters
A filter is a mechanism that causes a set of actions to occur when specific
conditions are met. Filters can also be used to establish rules for valid data
entry. For example, if certain fields need to be filled in before a request can
be submitted, a filter can activate a message indicating which fields need to
be filled in.

For more information about filters, see the Developing AR System


Applications: Basic guide.

Active links
Remedy ITSM uses predefined active links to retrieve and update
information.

For more information about active links, see the Developing AR System
Applications: Basic guide.

22 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Installation and Configuration Guide

Escalations
An escalation is a mechanism for checking a set of conditions on a regular
basis and performing one or more actions when those conditions are met.
For example, the Remedy Asset Management application includes
predefined escalations to issue notification of impending expiration dates for
leases, warranties, software, maintenance, and support contracts. These
notifications are associated with the Lease, Warranty, Support, Maintenance,
and Software forms. You can customize these notifications to specify how
many days before expiration a notification should be issued (for example, 30
days) and the individuals that should be notified.

For more information about escalations, see the Developing AR System


Applications: Basic guide.

Table fields
Table fields enable users to view specific fields and requests from another
(supporting) form or from the original form in a spreadsheet format. Each
column title in the table field represents a field (from the supporting form),
and each row represents an entry from the supporting form. If new entries
are made to the supporting form, the user will see them when the table is
refreshed.

For more information about table fields, see the Developing AR System
Applications: Basic guide.

Internationalization and localization


Remedy ITSM is built on the AR System, which is a fully internationalized
environment. This environment includes internal support for different
character sets and a full suite of features that allow administrators to produce
localized applications. In addition, there is support for a locale model where
a user can specify their language and formatting preferences to have the
application delivered in the style that is the most useful to them. This
includes being able to deliver the same application in multiple languages with
different formatting to different users simultaneously.

Note: Information in this guide about localization applies only your version
of the Remedy ITSM application has been localized.

Internationalization and localization ! 23


Remedy IT Service Management for the Enterprise 6.0

Data language and display language


If all of your users work and communicate using a single language, then the
data language and display language that they use are the same. However, if
you have users in different locations using the same server (for example,
users in England, France, and Germany), then you will need to pick a
common data language in which the users will enter and search for data.
Typically, this data language is the most common across all of your user
locales.

You can only choose one data language for each Remedy ITSM suite of
applications installation, and this is selected during application installation.
This requirement guarantees that users in France can find help desk tickets
created in Germany or England because they are working with data in their
common language.

24 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Chapter

2 Before you install

This section contains important information on combination installations


and installation prerequisites to review before installing the Remedy ITSM
applications.
Before installing the Remedy ITSM applications, make sure that the
installation prerequisites listed in this section have been met.

Note: For updated installation prerequisites, see the release notes for the
Remedy ITSM applications in the documentation section on the Remedy
Customer Support web site at:

http://supportweb.remedy.com.

Topics include:
! General prerequisites (page 26)
! Prerequisites related to AR System (page 27)
! Database-related prerequisites (page 28)
! Reporting-related prerequisites (page 30)
! Web services-related prerequisites (page 31)

Before you install ! 25


Remedy IT Service Management for the Enterprise 6.0

General prerequisites
Before installing the Remedy ITSM applications, make sure that the
following installation prerequisites have been met.
! Make sure that the Remedy ITSM applications you are installing are
compatible with your system. For information, see the compatibility
matrix for Remedy IT Service Management at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp
Or, from the SupportWeb Home page, click the Compatibility Matrix
shortcut link.
! Install the latest patches for:
! AR System
! Remedy User (required if you access the Remedy ITSM applications
using the Remedy User client)
! Remedy Mid Tier (required if you access the Remedy ITSM
applications using a browser)
! Remedy Approval Server (required for Remedy Asset Management and
Remedy Change Management)

Patches are available from the Downloads page on the Remedy Customer
Support web site at:
http://supportweb.remedy.com
For more information, see the release notes for AR System and for the
Remedy ITSM applications you are installing.
! Make sure that you install on a Windows system with a minimum of 512
MB memory and at least 320 MB free disk space for each Remedy ITSM
application, or on a comparable UNIX system.

26 "Chapter 2—Before you install


Installation and Configuration Guide

Prerequisites related to AR System


Before installing the Remedy ITSM applications, make sure that the
following installation prerequisites have been met.
! Make sure that you have installed and licensed AR System 6.3 or higher,
or upgraded to AR System 6.3 or higher on all servers and Remedy User
clients that you will be using with the Remedy ITSM applications.
! Make sure that you have installed Remedy Approval Server 6.3 before
installing Remedy Asset Management or Remedy Change Management.
The installation of Remedy Asset Management and Remedy Change
Management terminates if the Remedy Approval Server has not been
installed.
! You must be a member of the Administrator group in the Remedy User
form to install the Remedy ITSM applications.
! If you want to use email notifications, install the Remedy Email Engine.
For information, see the Email Engine Guide. Otherwise you can use
Remedy Alert for notifications.
! To access the Remedy ITSM applications using a browser or use Remedy
Flashboards with the Remedy ITSM applications, install a supported web
server and Remedy Mid Tier.
In ServletExec, Java Virtual Machine settings, you must change the
Maximum Heap Size to 300000 KB or more. To access the ServletExec
Administration page, enter the following URL in your browser:
http://<mid_tier_server>/servlet/admin
For a list of supported web servers, see the compatibility matrix for
Remedy Mid Tier at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp
Or, from the SupportWeb Home page, click the Compatibility Matrix
shortcut link.

Prerequisites related to AR System ! 27


Remedy IT Service Management for the Enterprise 6.0

Database-related prerequisites
Before installing the Remedy ITSM applications, make sure that the
following database-related prerequisites have been met.

Warning: There is a very large memory leak in the Oracle 9i libraries with
HP-UX systems. This is a known non-Remedy issue. It is crucial to install
the Oracle Release 2 Patch Set 3 Version 9.2.04 patch before installing
AR System 6.3, especially if you are planning on installing any Remedy
applications (for example, any applications in the Remedy ITSM or
Customer Support and Services suites). Without this patch, the
application installations will fail.

Depending on the database you are using, make the following adjustments:

Database Adjustment
All You need at least 300-450 MB of disk space for the
database, but you might need more depending on the
number of records and the database you are using.
If you do not have 300-450 MB or more before beginning
the installation, you might run out of free space during
installation. As the transaction log fills up, the AR System
server will suspend. When the transaction log is
completely full, the AR System server writes a message to
the AR System error log and the installation terminates.
Note: If the transaction log fills during the installation and
the installation fails, you must clear the transaction log,
and then increase the size of the transaction log before
reinstalling the application.
See your database administrator’s guide for information
about how to increase the size of the database transaction
log or how to clear it.

28 "Chapter 2—Before you install


Installation and Configuration Guide

Database Adjustment
IBM DB2 ! If you are not using System Managed Space (SMS), set
Size of User Tablespace = 500 and Size of Temporary
Tablespace = 200.
! Expand the application control heap size
(APP_CTL_HEAP_SZ) to at least 11192 pagesize on
your DB2 database server by running the following DB2
command before installing a Remedy ITSM application:
UPDATE DB CFG for ARSYSTEM using
APP_CTL_HEAP_SZ 11192
Stop and restart the database instance after you update
the heap size.
! Expand the UTIL_HEAP_SZ to at least 55000
pagesize on your DB2 database server by running
the following DB2 command before installing
Remedy Help Desk:
UPDATE DB CFG for ARSYSTEM using
UTIL_HEAP_SZ 55000
! Create a system temporary table space:
db2 connect to ARSYSTEM
db2 create bufferpool buf32k SIZE 1000
PAGESIZE 32k
db2 terminate
db2 connect to ARSYSTEM
db2 "create system temporary tablespace
TEMP32K PAGESIZE 32k managed by system using
('<path>/temp32k') bufferpool buf32k"

! Add the following string to the ar.conf file:


DB2-Free-Lob-Locator-Frequency: 2
If the DB2 error “SQL0429N The maximum number of
concurrent LOB locators has been exceeded” appears,
lower the number to 1.
Informix You must have at least 500 MB of database space allocated
for each Remedy ITSM application.
Microsoft SQL Server For data and log devices, set ardata = 450 and arlog = 300.
For SQL Server 7, purge the transaction log frequently to
prevent it from filling up during installation.

Database-related prerequisites ! 29
Remedy IT Service Management for the Enterprise 6.0

Database Adjustment
Oracle ! Make sure you install Oracle patch 9.2.0.4.0.
! Set tablespace, temporary tablespace, and rollback
segments. Set arsys1 = 500 and artmpf = 150. Add the
optional, but recommended, rollback segment to the
init<oracleSID>.ora file in the $ORACLE_HOME/dbs
directory.
Sybase Change the minimum page size to 4 KB. For information
about increasing the page size, see your Sybase
documentation. For the device sizes, set ardata = 450 and
arlog = 300. To prevent the transaction log from filling up
during installation, purge the log often, or set the
Truncate log on checkpoint database option. Change the
Sybase configuration file to the following recommended
minimal values, and then restart the Sybase server:
[Meta-Data Caches]
number of open objects = 30000
number of open indexes = 15000
[Physical Memory]
max memory = 128000
[SQL Server Administration]
procedure cache size = 6400

Reporting-related prerequisites
To display reports on the Web, you must install Crystal Reports software
(purchased separately). For information about supported version of Crystal
Reports, see the compatibility matrix for Remedy IT Service Management at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp

Or, from the SupportWeb Home page, click the Compatibility Matrix
shortcut link.

The Crystal Reports Web Components server runs only on Windows.


However, if you use the UNIX Web Connector component that comes with
Crystal Enterprise, you can connect the UNIX Remedy Mid Tier with Crystal
Enterprise running on Windows. For more information, see the Crystal Web
Connector installation and configuration on UNIX platforms white paper.

30 "Chapter 2—Before you install


Installation and Configuration Guide

The installation of Remedy User (with the default ODBC option selected)
automatically includes a Crystal DLL that you use for viewing reports. You
cannot design or modify reports created in Crystal Reports from within
Remedy User. If you do not own Crystal Reports, the reporting tool in
Remedy User enables you to generate reports for requests from a search.

Web services-related prerequisites


To use Remedy web services for integrations between the Remedy ITSM
applications and third-party applications, make sure that the following
installation prerequisites have been met.
! You must install J2SE Java Runtime Environment (JRE) before installing
or upgrading AR System.
For information about the required version of JRE, see the compatibility
matrix for AR System at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp
Or, from the SupportWeb Home page, click the Compatibility Matrix
shortcut link.
! You must choose the web service option during the installation of the
AR System server.
If you install JRE after installing AR System, or do not select the web
service option during installation of AR System, either reinstall the server
or perform the following modifications:
! Add the following lines to your ar.cfg file (default location: C:\Program
Files\AR System\CONF):
ARF-Java-Class-Path: C:\Program Files\AR System\arapi63.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\axis.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\log4j-1.2.8.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\websvc63.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\wsdl4j.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\xercesImpl.jar;
ARF-Java-Class-Path: C:\Program Files\AR
System\xmlParserAPIs.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\commons-
logging.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\commons-
discovery.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\jaxrpc.jar;
ARF-Java-Class-Path: C:\Program Files\AR System\saaj.jar;
Plugin: WebService.dll

Web services-related prerequisites ! 31


Remedy IT Service Management for the Enterprise 6.0

! Add the Java directory to your PATH, for example:


C:\Program Files\Java\j2re1.4.2_06\bin\client

If you install the AR System server after installing JRE, the server installer
will automatically update your ar.cfg file and set your PATH.
! The first time you use the web service after installation, access the Web
Service Settings page in the configuration tool and enter Demo in the
Anonymous User Name field, otherwise you will see an error message,
Error 149: A user name must be supplied.

32 "Chapter 2—Before you install


Chapter

3 Installing the Remedy ITSM


applications

This chapter contains procedures for installing the Remedy ITSM


applications and online help. The instructions assume that you have
completed installation of AR System 6.3 or higher or have upgraded to
AR System 6.3 or higher.
Topics include:
! Combination installations (page 34)
! Windows— Installing the Remedy ITSM applications (page 34)
! UNIX—Installing the Remedy ITSM applications (page 39)
! Licensing a Remedy ITSM application (page 45)
! Creating shortcuts to Remedy ITSM applications (page 45)
! Adding links to application consoles (page 50)
! Creating AR System User Preference records (page 52)
! Access control groups (page 53)
! Notification groups (page 55)

Installing the Remedy ITSM applications ! 33


Remedy IT Service Management for the Enterprise 6.0

Combination installations
If you are installing more than one Remedy ITSM application, read the
following:
! If you are installing Remedy Help Desk and any other Remedy ITSM
application, install Remedy Help Desk first.
! Install Remedy Approval Server next (required for Remedy Asset
Management and for Remedy Change Management), or Remedy
Flashboards Server (optional for Remedy ITSM applications).
! Install Remedy Asset Management, Remedy Change Management, and
Remedy SLA in any order.

Windows— Installing the Remedy ITSM applications


You must install the Remedy ITSM applications on the same system as the
AR System server. The installation must be performed locally.

Tip: To install the application more quickly, no users should be logged in to


the system during the installation. You can enforce this by putting the
AR System server in Administrator Only mode. You can also select the
Disable Escalation check box to make sure that no escalations run during
the installation.

" To install the Remedy ITSM applications on Windows:


Note: Installation time varies depending on your system, and might take
several hours.

1 Make sure that the AR System server to which the Remedy ITSM applications
will connect is running.
2 Run the Setup.exe file located in the folder in the ESD download directory for
the Remedy ITSM applications or on the product CD.
The welcome screen appears.
3 Click Next.
The License Agreement screen appears.

34 "Chapter 3—Installing the Remedy ITSM applications


Installation and Configuration Guide

4 Review the agreement and click I Agree.


The AR System Server Information screen appears.
To import the Remedy ITSM applications into AR System, the installation
program needs to use the AR System administrator user name and password.
5 Select the AR System server to use for the Remedy application you are
installing and specify:
a The administrator user name and password for the selected AR System
server.
The default administrator login for a new AR System installation is the
Demo user name and no password.
b The TCP port and the RPC port for the selected AR System server, if the
defaults were not used when the AR System server was installed.

Important: To keep AR System secure, add a password for the AR System


administrator as soon as possible.

6 Click Next.
The Choose Destination Location screen appears.
7 Click Browse to select the destination folder for the application software. The
default folder is c:\Program Files\AR System Applications\<server
name>\<application name>.
Note: If you want to install a copy of the application on an additional
AR System server on this computer, install each copy of the application
into a separate folder.

8 Click Next.
The Select Sample Data Option screen appears.
9 To install sample data, select the Do You Want To Install Sample Data check
box. To skip installation of sample data, clear the check box.

Important: It is highly recommended that you install sample data, as it


installs predefined categorizations, priorities, countries, currencies and
many other predefined items that will help you evaluate and use the
application.

10 Click Next.
The Start Copying Files screen appears.

Windows— Installing the Remedy ITSM applications ! 35


Remedy IT Service Management for the Enterprise 6.0

11 Review the current settings and click Install to continue or Back to make any
changes.
After all files are copied and the workflow is loaded, a message appears that
provides the location of the log files.
12 Click OK.
The installation complete screen appears.
13 Click Finish to exit the installer.
If you have any problems with the installation, see “Troubleshooting the
installation” on page 196.

Important: After installing Remedy SLA, you must provide an SLA name
with a prefix that is unique. This is required for the export functionality to
work. For more information, see “Post-installation tasks for SLA
administrators” on page 199.

Windows—Installing online help files


After installing the application, you must install online help files on a system
where a supported web server is installed to make online help available to
users of the application and Remedy Application Configuration. For more
information about supported web servers, see “Prerequisites related to AR
System” on page 27. Online help cannot be installed in multiple display
languages.

Important: You must run the help installer locally on the system on which
you will install the help files. For example, if you installed the application
on one system, but want to install the help files on a web server on a
different system, perform the installation from the system that has the web
server for help. Help files can be installed on a Windows or a UNIX
system.

36 "Chapter 3—Installing the Remedy ITSM applications


Installation and Configuration Guide

" To install online help files:


1 Make sure that:
! The Remedy ITSM applications for which you are installing help has been
installed.
! The AR System server to which the Remedy ITSM applications will
connect is running.
! The web server for online help is running.

2 Run the Setup.exe file located in the help folder on the product CD or from
the ESD download directory.
The welcome screen appears.
3 Click Next.
The License Agreement screen appears.
4 Review the agreement and click I Agree.
The Enter Required Information... screen appears.
5 Enter your user name and password.
a If you installed the application for which you are installing help on a
different server, type the name of the AR System server on which you
installed the application. If you installed the application on this server,
select this server.
b If the default port number was not used when the AR System server was
installed, enter the TCP port for the selected AR System server.
c Click Skip if you cannot connect to the AR System server to link the help
files to the application. If you click Skip, the help files are copied to the web
server, but the help links in the application will not be function.

Windows— Installing the Remedy ITSM applications ! 37


Remedy IT Service Management for the Enterprise 6.0

6 Click Next.
The Select Web Server screen appears.

Figure 3-1: Select Web Server screen

7 Select one of the following options for the web server to use for online help:
! Select the web server to use for help.
! Select Other to install the help files on a different web server. If you
select this option, you must configure your web server and specify the
URL to the online help files in step (14).
! Select None to install the help files in the folder you specify, but without
making them available on a web server.

8 Click Next.
The Select language packs screen appears.
9 Select the language pack to install.
The user language you select here is the language that your help will appear
in. User language is also known as the display language. For more
information, see “Data language and display language” on page 24.
10 Click Next.
The Choose Destination Location screen appears.

38 "Chapter 3—Installing the Remedy ITSM applications


Installation and Configuration Guide

11 Click Browse to select the destination folder for the help files.
12 Click Next.
13 If you are installing the online files on a web server, the Confirm URL screen
appears. Otherwise the Confirm Application Path screen appears.
14 Make any changes to the URL for the web server or the path to the directory
for the online help files.
15 Click Install.
The Start Copying Files screen appears.
16 Review the settings and click Install to continue or Back to make any changes.
After the files are copied, the installation complete screen appears.
17 Select the check box if you want to view the installation log files, and click
Finish to close the installer.

UNIX—Installing the Remedy ITSM applications


You must install the Remedy ITSM applications on the same system as the
AR System server. The installation must be performed locally.

Installing as non-root
In general, you should perform the installation as a root user. However, you
can perform the installation as a non-root user. It is recommended that you
log in as the same UNIX user to install the AR System server and the Remedy
applications.

When you install as a non-root user, some system configuration files might
need to be updated manually. If the installer script detects a non-root install,
it lists the names of the files that need to be manually updated and tells where
to find the installation logs that list the information that needs to be added.
If you do not have permissions required to update the configuration files,
you must ask your UNIX system administrator to update them before using
the application.

Obtaining Remedy ITSM software on the Web


If you purchased the UNIX software through the Electronic Software
Distribution (ESD) process, follow these steps to access the software.

UNIX—Installing the Remedy ITSM applications ! 39


Remedy IT Service Management for the Enterprise 6.0

" To obtain the Remedy ITSM software for UNIX from the Web:
1 Create a download directory and download the ESD files to it.
2 Copy the downloaded directory and its contents to the location from which
you will install the application.
3 Change to the directory containing the copy of the downloaded files.
4 Change to the directory containing the install programs.
5 Uncompress the tar.gz file (for example, HD_560_501_01.solaris.tar.gz for
Remedy Help Desk) which contains the UNIX installation files for the
Remedy ITSM application.
Use the gunzip utility to uncompress the file by entering the following
command:
# gunzip package_<platform>.tar.gz
where <platform> is solaris, hpux, aix, or linux.
If you do not have the gunzip utility, you can download it from the gzip home
page: http://www.gzip.org
6 To retrieve the installation program file, enter the following command:
# tar -xvf package_<platform>.tar
where <platform> is Solaris, HP-UX, AIX, or Linux.

Running the Remedy ITSM application installation script


This procedure contains instructions for installing the Remedy ITSM
applications on UNIX.

The script writes log files to: /usr/tmp/<ITSM_application>/


<ITSM_application>_inst.log and
/usr/arsystem/<server_name>/<ITSM_application>/Logs.

Tip: To install the application more quickly, no users should be logged in to


the system during the installation. You can enforce this by putting the
AR System server in Administrator Only mode. You can also select the
Disable Escalation check box to make sure that no escalations run during
the installation.

40 "Chapter 3—Installing the Remedy ITSM applications


Installation and Configuration Guide

" To install the Remedy ITSM applications on UNIX:


Note: Installation time varies depending on your system, and might take
several hours.

1 Make sure that the AR System server that the application will connect to is
running.
2 Access the installation software.
If you are installing from the product installation CD:
a Mount the CD locally or remotely.
b Change to the directory containing the installation script as follows:
# cd <CD-ROM_mount_point>

For details about mounting the CD, see the Installing AR System guide.
If you are installing software obtained through ESD, see “Obtaining
Remedy ITSM software on the Web” on page 39 for instructions.
3 Run the ITSM application installation script:
#./appinstall

4 At the licensing and maintenance prompt, press ENTER to accept the default
value.
5 At the choose server prompt, press ENTER to accept the default AR System
server, or enter the AR System server to use with the Remedy ITSM
applications.
6 At the confirmation prompt, press ENTER to continue with the installation.
7 At the AR System installation directory prompt, press ENTER to accept the
default directory, or enter the directory and path for AR System.
8 At the confirmation prompt, press ENTER to confirm the AR System server
installation directory.
The installer checks the ar.conf file to see if AR System is using the
portmapper or if it is using a specified port.
9 At the TCP/IP port prompt, press ENTER to accept the default value, or enter
another port number for the AR System server.
10 At the confirmation prompt, press ENTER to confirm the port number.
11 At the AR System administrator ID prompt, press ENTER to accept the
default value, or enter another administrator ID.
The default administrator login for a new AR System installation is the Demo
user name and no password.

UNIX—Installing the Remedy ITSM applications ! 41


Remedy IT Service Management for the Enterprise 6.0

Important: To keep AR System secure, add a password for this user as soon
as possible.

12 At the AR System administrator password prompt, enter the AR System


administrator password.
13 At the installation directory prompt, press ENTER to accept the default
directory for the application, or type n to enter another directory and path.
The installer checks to make sure the specified partition contains sufficient
free disk space required to install the application.
14 At the confirmation prompt, press ENTER to confirm the installation
directory.
15 At the load applications into AR System prompt, press ENTER to install the
application or type n to extract the files to install later.
16 At the load sample data prompt, press ENTER to install sample data or type
n to skip installation of sample data.

Important: It is highly recommended that you select y, as it installs


predefined categorizations, priorities, countries, currencies, and many
other predefined items that will help you evaluate and use the application.

17 After the files are copied and the workflow is loaded, a prompt to restart the
AR System daemon appears. Press ENTER to restart AR System now, or type
n to restart AR System later. You must restart AR System before using the
application.
Messages prompting you to install help and an installation completed
message appear.
If you have any problems with the installation, see “Troubleshooting the
installation” on page 196.

Important: You must provide an SLA name with a prefix that is unique. This
is required for the export functionality to work. For more information, see
“Post-installation tasks for SLA administrators” on page 199.

42 "Chapter 3—Installing the Remedy ITSM applications


Installation and Configuration Guide

Installing online help files on UNIX


After installing the application, you must install online help files on a system
where a supported web server is installed to make online help available to
users of the application and Remedy Application Configuration. For more
information about supported web servers, see “Prerequisites related to AR
System” on page 27. Online help cannot be installed in multiple display
languages.

Important: You must run the help installer locally on the system on which
you will install the help files. For example, if you installed the application
on one system, but want to install the help files on a web server on a
different system, perform the installation from the system that has the web
server for help. Help files can be installed on a Windows or a UNIX
system.

" To install online help files:


1 Make sure that:
! The Remedy ITSM application has been installed.
! The AR System server to which the Remedy ITSM application will connect
is running.
! The web server for online help is running.

2 Change to the directory containing the online help files:


# cd help

3 Run the Remedy ITSM online help installation script:


#./helpinstall

4 At the license agreement prompt, press ENTER.


Scroll through and review the end user license and maintenance agreement.
5 At the licensing and maintenance prompt, press ENTER to accept the default
value.
In a typical installation where the Remedy ITSM application is installed on
another system, a message appears indicating that no local AR System server
was detected.
6 At the enter AR System server prompt, enter the name of the AR System
server on which the application is installed.

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Remedy IT Service Management for the Enterprise 6.0

7 At the TCP/IP port prompt, press ENTER to use the portmapper or enter the
port number.
8 At the confirmation prompt, press ENTER to confirm the port number.
9 At the AR System administrator ID prompt, press ENTER to accept the
default value or enter another administrator ID.
10 At the AR System administrator password prompt, enter the AR System
administrator password.
11 Enter one of the following for the web server to use for online help.
! Enter the letter for a detected Apache or iPlanet web server that you want
to use for online help.
! Enter O to install the help files on a different web server. If you select this
option, you must configure your web server and specify the URL to the
help files in step ().
! Enter N to install the help files in the folder you specify, but without
making them available on a web server. Skip to step (15).

12 At the web server configuration file prompt, enter the directory path to the
configuration file on the web server for help.
If the web server port number is not defined in the specified configuration
file, a prompt appears for the port number.
13 Press ENTER to accept the HTTP port number of 80, or enter another port
number.
14 At the confirmation prompt, press ENTER to accept the default value or type
n to make any changes
15 At the online help install directory prompt, press ENTER to accept the
default directory or enter the directory for the help files.
The installer checks to make sure the target directory contains sufficient free
disk space required to install the help files.
16 If you are installing the help files on a web server, a prompt appears for the
URL to online help. Otherwise an application path prompt appears.
Make any changes to the URL for the web server or the path to the directory
for the online help files or press ENTER to accept the default value.
17 At the installation summary and confirmation prompt, press ENTER to
continue or type n to make any changes.
After the help files are copied, installation is complete and log file location
messages appear.

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Licensing a Remedy ITSM application


To activate your licenses, visit http://supportweb.remedy.com/ and log in.
Follow the instructions for requesting a new license. For information about
licensing Remedy products, see the Installing AR System guide.

To access Support Web, you will need the following information:

Support Contract ID: (see your Remedy order information form)

Password: (see your Remedy order information form)

If you cannot access Support Web, or experience any technical issues


regarding your license request, send an email to support@remedy.com.

If you do not have a user Support Web account, register at:


http://supportweb.remedy.com/sso/newAccount.htm

Creating shortcuts to Remedy ITSM applications


Before allowing users to start using the application using Remedy User, you
can create and place a shortcut icon to the application on their desktops. The
shortcut icon will simplify the process for logging in to the application.
Otherwise, users will have to log in twice to start the application—they would
log in to Remedy User and then log in to the application.

Once you have properly configured the user and you have added the
appropriate icons to a client workstation, that user has one-button access to
the console that contains the functionality most appropriate for that user’s
role. There is some duplication of functionality in the various consoles, so
inspect each console on your system before installing the clients onto users’
systems. For more information about user roles, see the user’s guides for the
Remedy ITSM applications you use.

Adding shortcuts to the Windows Desktop


These procedures add a Remedy application shortcut to the Windows
desktop, and explain how to use a custom icon for each role.

Licensing a Remedy ITSM application ! 45


Remedy IT Service Management for the Enterprise 6.0

" To create an ARTask shortcut for the client desktop:


1 Log in to Remedy Administrator on the computer where the application is
installed.
2 Right-click the application for which you want to create a shortcut and
choose Properties.
Choose one of the following:
Application Remedy ITSM Description
application
ITSMSLA Service Level SLA management interface for
Agreements support personnel and SLA
managers
Remedy Application Asset Management Primary interface for an Remedy
Configuration Change Management ITSM application administrator
Help Desk
Remedy Approver Asset Management Primary interface for asset
Change Management requisition and for change
request approvers
Remedy Asset Manager Asset Management Primary interface for asset
managers
Remedy Management Change Management Primary interface for managers
Help Desk
Remedy Purchasing Asset Management Primary interface for purchasing
managers
Remedy Receiving Asset Management Primary interface for asset
receiving personnel
Remedy Requester Change Management Primary interface for submitting
Help Desk requests
Remedy Support Change Management Primary interface for support
Help Desk staff

3 Choose File > Send To > User(s) as Shortcut.


An email message dialog box opens with an ARTask icon attached.
4 In the To field, enter each user’s name, or enter an email alias that includes
the list of users.
5 In the email message, instruct users to drag the ARTask shortcut to the
desktop.

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6 Send the email message.

Note: You can also right-click an application in Remedy User and select
Create Shortcut to create an ARTask shortcut to distribute.

" To use a custom icon for the shortcut:


1 Locate the custom icons installed with the application under
<Remedy_ITSM_app_install_directory>\Clients\Icons and copy them to (or
share them with) the client system.
2 On the client desktop, right-click the ARTask shortcut created in the
previous procedure and select Create Shortcut.
This creates a Windows shortcut.
3 Right-click the Windows shortcut and select Properties.
4 In the Shortcut tab, click Change Icon.
5 Click Browse to select the appropriate user role icon.
The following table shows the icon file names for each user role.

Remedy ITSM User role Icon Icon file name


application

Asset Management Remedy Purchasing Remedy_Purchasing.ico

Asset Management Remedy Receiving Remedy_Receiving.ico

Asset Management Remedy Approver Approval_32.ico


Change Management
Asset Management Remedy
Change Management Application Conf_32.ico
Help Desk Configuration
Asset Management Remedy
Change Management Management Mngr_32.ico
Help Desk

Change Management Remedy Requester Rqstr_32.ico


Help Desk

Creating shortcuts to Remedy ITSM applications ! 47


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Remedy ITSM User role Icon Icon file name


application

Change Management Remedy Support Suprt_32.ico


Help Desk

Service Level Remedy SLA Mngr_32.ico


Agreements Manager

6 Select the icon and click Open.


7 Click OK to close the dialog boxes.
8 Drag the ARTask shortcut to a folder other than the desktop.
Note: Do not delete the ARTask shortcut, or the Windows shortcut will not
function.

9 Change the name of the Windows shortcut by right-clicking the shortcut and
selecting Rename.

Adding Remedy ITSM applications to the Windows Start menu


This procedure adds the shortcut that you created in “Adding shortcuts to
the Windows Desktop” on page 45 to the Windows Start menu. The steps in
this procedure are for Windows 2000, but the steps are similar for other
versions of Windows.
" To add an application to the Windows Start menu:
1 Choose Start > Settings > Task Bar & Start Menu...
2 Click the Advanced tab.
3 Click Add.
4 In the Create Shortcut dialog box, browse to the location of the shortcut file
you copied in “Adding shortcuts to the Windows Desktop” on page 45.

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5 Select one of the following shortcut files and click OK.

Remedy ITSM Console File


application
Asset Management Receiving Remedy_Receiving.ARTask
Asset Management Manager Remedy_Management.ARTask
Change Management
Help Desk
Asset Management Purchasing Remedy_Purchasing.ARTask
Asset Management Approver Remedy_Approver.ARTask
Change Management
Asset Management Remedy Application Remedy_Configuration_Manager.ARTask
Change Management Configuration
Help Desk
Change Management Requester Remedy_Requester.ARTask
Help Desk
Change Management Support personnel Remedy_Support.ARTask
Help Desk
Service Level Agreements SLA manager Remedy_Service_Level_Agreements.ARTask

6 In the Create Shortcut dialog box, click Next.


7 In the Select Program Folder dialog box, select the folder to place the shortcut
in, such as Programs, or create a new folder.
8 Click Next.
9 In the Select a Title for the Program dialog box, type a name for the shortcut,
such as Remedy Requester, Remedy Support, Remedy Manager, or Remedy
Application Configuration.
10 Click Finish.
The shortcut is now in the Windows Start menu.

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Adding links to application consoles


This section contains links you can add to open consoles for Remedy ITSM
applications directly instead of opening them from links on the home page.
Note there are spaces in the console names in many of the links below.

Remedy Help Desk


Management console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/
Remedy Management

Requester console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/
Remedy Requester

Support console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/
Remedy Support

Remedy Asset Management


Approval console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/
Remedy Approver

Asset Manager console


http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/
Remedy Asset - Manager

Purchasing console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/
Remedy Purchasing

Receiving console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/
Remedy Receiving

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Remedy Change Management


Approval console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/
Remedy Approver
Management console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/
Remedy Management
Requester console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/
Remedy Requester
Support console
http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/
Remedy Support

Remedy SLA
SLA console
http://web_server>:<port>/arsys/apps/<AR_server>/ITSMSLA

Remedy Application Configuration


Remedy Application Configuration console
http://<web_server>:<port>/arsys/apps/<AR_server>/
Remedy Configuration Manager

where:
<web_server> is the fully qualified name of the 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).
<AR_server> is the AR System server where the Remedy ITSM applications
are installed. The <web_server> and the <AR_server> can be the same.

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Creating AR System User Preference records


You must create an AR System User Preference record for each user who
needs access to reports through the Remedy ITSM applications or needs user
preferences for using the Remedy ITSM applications on the Web. The user
preference forms were installed if the default of selecting the Centralized
Preferences option was selected when AR System was installed. If centralized
preferences were not installed, use Remedy Administrator to manually
import the AdminPref.def and UserPref.def definition files from the
Arserver\Samples\<language> directory.

When users log in, they should specify the report server name in the
Preference Server field of the Login dialog box. This enables employees to
access predefined reports and use centralized user preferences.

" To add a user preference record:


1 Open the AR System User Preference form:
a From the Remedy User window, choose File > Open > Object List.
b In the Object List dialog box, click the Find tab.
c Enter user preference in the Search what keywords? field, and click Find.
d Select the AR System User Preference form, and click New.

2 Enter the login name of the employee for whom you are adding this record
in the Login Name field.
3 Enter any additional information for the user in the Short Description field.
4 Click the Advanced tab.

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5 Enter the name of the server on which you installed the Remedy ITSM
applications (which includes the predefined reports) in the Report Server
field.

Figure 3-2: AR System User Preference form

6 If this user needs to view reports from the Web:


a Click the Web tab.
b In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet
Explorer browser or HTML with frames for a Netscape browser.

7 Click Save.

Access control groups


The installer updates the AR System Group form by adding the following
access control (permission) groups:

Remedy ITSM application Group name Group ID


Asset Management Approval Admin 402
Change Management
Service Level Agreements APP-Super Admin 410

Access control groups ! 53


Remedy IT Service Management for the Enterprise 6.0

Remedy ITSM application Group name Group ID


Asset Management APP-Support 480
Change Management
Help Desk
Service Level Agreements
Asset Management APP-Management 481
Change Management
Help Desk
Service Level Agreements
Asset Management APP-Administrator 482
Change Management
Help Desk
Service Level Agreements
Help Desk Problem Management 483
Asset Management APP-Receiving 484
Service Level Agreements APP-Reporting 485
Asset Management APP-Purchasing 486
Service Level Agreements SO-User 15001
Service Level Agreements SO-Manager 15002
Service Level Agreements SO-Administrator 15004

Do not change these names or IDs. The Remedy applications depend on the
group names and ID numbers for access.

Important: Before configuring the Remedy applications, the application


administrator must be added to the APP-Administrator group as
described in “Adding people to groups” on page 79.

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Notification groups
The installers optionally install sample data that updates the AR System
Group form by adding the following notification groups.

APP-Receiving and APP-Purchasing apply only to Remedy Asset


Management.

Group name Group type Group ID


APP-Receiving General Notification 484
APP-Purchasing General Notification 486
Problem Managers Support Notification 800
Human Resources Support Notification 886
Facilities Support Notification 887
Sales General Notification 888
Support-Printing Support Notification 889
Support-Telecom Support Notification 992
Support-IT Services Support Notification 993
Support-Networking Support Notification 994
Support-Software Support Notification 995
Support-Hardware Support Notification 996
Finance General Notification 997
Marketing General Notification 998
Engineering General Notification 999

Notification groups ! 55
Remedy IT Service Management for the Enterprise 6.0

56 "Chapter 3—Installing the Remedy ITSM applications


Chapter

4 General configuration tasks

You can use the features supported by the default forms and workflow
definitions in the Remedy ITSM Suite in production as shipped. However,
because no two organizations are identical, Remedy Application
Configuration enables you to add custom data specific to your organization
to the Remedy ITSM applications.
General configuration tasks apply to all of the modules of the Remedy ITSM
Suite, and can be shared by other current and future Remedy applications.
Topics include:
! Opening Remedy Application Configuration (page 58)
! Defining an application administrator (page 59)
! Configuring locations (page 62)
! Creating categorizations (page 64)
! Configuring people (page 70)
! Defining groups (page 75)
! Adding people to groups (page 79)

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Remedy IT Service Management for the Enterprise 6.0

Opening Remedy Application Configuration


Use Remedy Application Configuration to perform configuration tasks. You
can open Remedy Application Configuration from Remedy User or from the
Web. If you installed the Remedy Application Configuration shortcut on
your desktop, you can also click the icon to open it.
" To open Remedy Application Configuration from Remedy User:
1 Choose Start > Programs > Action Request System > Remedy User.
The Login dialog box will appear.
! In the User Name field, type the Application administrator user name.
! In the Password field, type in the corresponding application administrator
password.
! In the Preference Server field, specify the name of the preference server if
you are using AR System centralized preferences.

2 Click OK.
The Home Page form opens automatically. If it does not, perform these steps
in Remedy User:
! Choose Tools > Options.
! In the Options dialog box, click on the Home Page tab.
! Select the check box to open the home page automatically.

3 On the Home Page form, click on the Remedy Application Configuration


link.
The Remedy Application Configuration console appears.

" To open Remedy Application Configuration from the Web:


1 Type the following URL into your browser:
http://<web_server>:<port>/arsys/home
<web_server> is the fully qualified name of the 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).
2 In the User Name and Password fields of the Welcome page, enter your user
name and password.

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3 Click Login.
This opens up the Home Page form on the web.
4 On the Home Page form, click the Remedy Application Configuration link.
The Remedy Application Configuration console appears.

For a list of supported browsers, see the compatibility matrix at:

http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp

Or, from the SupportWeb Home page, click the Compatibility Matrix
shortcut link.

Figure 4-1: Remedy Application Configuration - General tab

Defining an application administrator


The application administrator is typically the person responsible for
configuring the Remedy ITSM applications. Before any of the other general
configuration tasks can be performed, the application administrator needs to
be added to the APP-Administrator permission group (in the Remedy User
form).

Defining an application administrator ! 59


Remedy IT Service Management for the Enterprise 6.0

Note: To access Remedy Application Configuration forms, the application


administrator must also be added to the Administrator group in the
Remedy User form. For more information, see the Developing AR System
Applications:Basic guide.

The following procedure describes the minimum number of entries you need
to make to enable the application administrator to configure the application.
You should modify the application administrator entry created here by
adding additional information when you are configuring your users as
described in “Configuring people” on page 70.

Note: The application administrator is configured like any other system user,
with the exception of membership in the APP-Administrator permission
group.

" To define the application administrator:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the General tab.
3 Select Step 3: People Definition, and click Configure.

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The Configure People Definition form appears.

Figure 4-2: Configure People Definition form

4 If the application administrator is the same user as the AR System


administrator:
a Click Select Person.
The Select Existing Person dialog box appears.
b Enter search criteria for the user and click Search.
c Select the person in the Search Results table, and click OK.
Information for the selected user appears in the Configure People
Definition form.
If the person is not listed in the table, click Cancel and continue with this
procedure, otherwise skip to step (6).

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Remedy IT Service Management for the Enterprise 6.0

5 If the application administrator is not the same user as the AR System


administrator:
a Enter the required Login Name, Last Name, and Full Name.
b Click the User Form Data tab.
c From the AR License Type list, select the appropriate option.
The application administrator must have an AR System fixed or floating
license.
d In the Application License Type field, assign the appropriate application
license if this person is going to be:
! Remedy Help Desk administrator—Select HelpDesk-Fixed or
HelpDesk-Floating.
! Remedy Asset Management administrator—Select Asset-Fixed or
Asset-Floating.
! Remedy Change Management administrator—Select Change-Fixed or
Change-Floating.

6 Click Add.
The application administrator’s information is stored in the Remedy User
form and Person Information form.
Note: You must also add the administrator to the AR System
APP-Administrator permission group as described in “Adding people to
groups” on page 79.

Configuring locations
The Remedy ITSM suite of applications uses a three-tiered menu hierarchy
to define a location. Each location is composed of a region, a site, and a
department.

Locations are used with categorization to make sure that help desk cases,
tasks, and change requests are assigned to support staff individuals or
support notification groups who are configured with matching location
information in the Configure Group Skills or Configure Individual Skills
form (as described in “Assigning responsibilities to support groups” on
page 86 and in “Assigning responsibilities to support individuals” on
page 91).

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" To create locations:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Select Step 1: Location, and click Configure.
The Configure Location form appears.

Figure 4-3: Configure Location form

3 Define a location:
a Enter the name of a region used by your organization, for example,
Western US.
b Optionally, enter the name of a site used by your organization, for
example, Cucamonga.
c Optionally, enter the name of a department used by your organization, for
example, Manufacturing.
Note: You must enter the region. If you leave the Site and Department fields
blank, the appropriate support group or individual is notified of all
requests from this region.

4 Select Active for the Status.


5 Click Add.
Each entry adds an item to the list for the corresponding field. For example,
the entry you made in the Site field is available from the list for the Site field.
6 Repeat step (3) through step (5) to add each location used by your
organization.
7 Unless you need to modify or delete existing locations, click Next to continue
with Step 2: Categorization.

Configuring locations ! 63
Remedy IT Service Management for the Enterprise 6.0

" To modify or delete locations:


1 In Remedy Application Configuration, select Step 1: Location, and click
Configure.
2 Click Select Location.
A list appears containing sample locations and the locations you entered in
“To create locations:” on page 63.
3 Select a location and click OK.
The region, site, and department appear in the Configure Location form.
4 Do one of the following:
! Edit any of the fields or change the status and then click Modify.
! Click Delete to delete the entry for a location.

Creating categorizations
Help desk cases, assets, purchase requisitions, services, change requests, and
tasks can be categorized using a dynamic, three-tiered menu structure
consisting of:
! Category—The most general level of categorization.
! Type—The secondary level of categorization.
! Item—The third, and most specific, level of categorization.

Remedy Help Desk categorizations


For help desk cases, categorization is used with location to make sure that
service requests are assigned to groups or individual members of your
support staff who have appropriate skills to resolve the case.

Help desk cases can have a series of related tasks, which also follow the three-
tiered menu structure for categorization.

Note: The Business Risk and Technical Risk fields that appear on the New
Configure Categorization form can only be used if Remedy Change
Management is installed with Remedy Help Desk.

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Change categorizations
Remedy Change Management and the Change Tasking module of Remedy
Help Desk provide two levels for tracking change activities: the change request
and a series of related change tasks.

A change request is a request for a planned activity implemented by the


support staff. These changes are typically larger in scope than an individual
help desk case; they can affect an individual, a group of people, or an entire
organization. Change requests often include many activities performed by
many people, rather than a single action.

Categorization and location are also used with change requests to make sure
that change requests and tasks are assigned to the appropriate support
groups.

Locations and categorization are also used to route change requests that
require approvals to the proper approvers.

Asset categorizations
Assets are now categorized based on the integration with the BMC
Configuration Management Database (CMDB). In previous versions of
Asset Management, information was stored in a single form. Now, in Asset
Management and the Asset Inventory module of Remedy Help Desk, each
asset type has its own form and attributes.

Asset analysts and managers use the asset type forms to create asset records
and track assets throughout their lifecycle. Consolidated service desk staff use
the information in the asset record to diagnose user problems. For example,
if a user calls in with a printing problem, a help desk technician can check to
see if the asset (for example, a printer) is down or in repair.

The values available in the Category, Type, and Item lists differ based on the
value you select in the Asset Type field. This provides you with a customized,
hierarchical method for categorizing assets. The options available in the
Category, Type, and Item lists are configured from the Categorization form.

You can use the default entries for your production environment or the
sample data to become familiar with the application. As you create your own
categorizations, you can delete the sample entries as described in “To modify
or delete categorizations:” on page 69.

Creating categorizations ! 65
Remedy IT Service Management for the Enterprise 6.0

The following figure shows the default categorization entries (available if you
installed sample data) for Change Requests.

Figure 4-4: Categorization entries for Change Requests

You can use, modify, or delete the default entries, or create custom
categorizations to match your organization’s needs.

Using categorizations in multiple modules and applications


The Remedy ITSM applications enable you to create relationships across
modules. For example, a requester contacts the help desk to report a problem
with email software. A support technician opens a case for the request.

The technician selects the categorization as follows:


! Category—Software
! Type—Email
! Item—Eudora Pro

When searching the asset database, the technician finds an asset that matches
the categorization that is owned by the requester.

To enable this cross-module tracking, use the All option from the Module list
in the Configure Categorizations form to have the categorizations you create
apply to all the installed modules.

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" To create categorizations:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Select Step 2: Categorization, and click Configure.
The Configure Categorization form appears.

Figure 4-5: Configure Categorization form, with a sample Change categorization

3 In the Module field, select the module or application to which you want this
categorization to apply. What appears in the list next to this field depends on
the applications you have installed.
The options are:
! All
! Asset Record
! Change Request
! Help Desk Case
! Purchase Requisition
! Service
! Task

If you choose Asset Record, you will need to specify the asset class to which
you want this categorization to apply.

Creating categorizations ! 67
Remedy IT Service Management for the Enterprise 6.0

4 Select an Asset Class. This field only appears if you select Asset Record from
the Module list.
If you select an Asset Class of type Software, and then select any of the
following asset types, the Licenses Available field on the License Details tab of
a software contract with the same Category, Type, and Item will increment
by one when you create one of the following asset types with the same
Category, Type and Item:
! Operating System
! BIOS
! Virtual System Enabler
! VMWare
! Product
! Package
! Patch
! OS Patch

These asset types are all System Component asset types.


5 Define the categorization:
a Enter the name of a category of items used by your organization, for
example, Telecom.
b Enter a type of telecom product used by your organization, for example,
Pager.
c Enter the name of a specific pager used by your organization, for example,
JimmeePager Model 12.

Later, when you configure your support staff, you will associate the
categorizations created in this step with either individual members of your
support staff or support notification groups.
This association of location and categorization with support technicians is
the basis for automatic assignment.
6 Select Active for the Status.
7 Click Add Categorization.
Each entry adds items to the list for the corresponding field. For example, the
entry you made in the Item field is now available from the list for the Item
field.

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8 Repeat step (3) through step (7) for each categorization within your
organization.
9 Unless you need to modify or delete existing categorizations, click Next to
continue with Step 3: People Definition.

" To modify or delete categorizations:


1 In Remedy Application Configuration, select Step 2: Categorization, and
click Configure.
The Configure Categorization form appears.
2 Click Select Categorization.
The Select Existing Categories form appears.
3 In the Show Categories For field, select the module or application for the
categories to modify or delete.
A list appears containing sample categorizations and categorizations you
entered in “To create categorizations:” on page 67.
4 Select a categorization from the list in the table, and click OK.
Information for the selected categorization appears in the Configure
Categorization form.
5 Do one of the following:
! Edit any of the fields or change the status, and then click Modify.
! Click Delete to delete the entry.

Creating categorizations ! 69
Remedy IT Service Management for the Enterprise 6.0

Configuring people
You must create entries for all users of the Remedy ITSM applications in your
organization. Information associated with these people is used in
notifications of case and request assignments, asset status changes, and asset
ownership.

The Configure People form is used for configuring Remedy application


users. The information is stored in the following forms:
! User (for AR System permissions)
! Person Information (for information specific to the Remedy ITSM
applications)

The following table describes which form is used to store entries for various
people.

Form Description of Person License


User AR System users using custom built Varies
applications
Person Users of the Remedy applications who submit Read-only
Information requests, but do not modify them
(SHR:People) (modifications are made by the service desk
staff)
User and Person Users of Remedy applications who submit and Write
Information modify their own and others’ requests
Users of Remedy applications who only submit Read-only
requests, but want to be notified by Remedy
Notifier
Users who use Remedy User to modify requests Write
Members (or a manager) of any Remedy Write
application service desk staff
AR System administrator Write

Figure 4-6: Forms used to store entries for users

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" To configure people:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Select Step 3: People Definition, and click Configure.
The Configure People Definition form appears.

Figure 4-7: Configure People Definition form

3 Enter the required Login Name, Last Name, and Full Name.
Note: Only these three fields are required to create an entry for each person.
(The other fields in bold on the form have default values.) However, it is
recommended that you complete as many of the fields as possible because
this information is used throughout the Remedy ITSM applications.

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4 Optionally, complete the remaining fields.


a To require that this person use a password when logging on to the system,
assign it in the Password field.
An AR System license is required by all users configured to use a login
password.
b Select Active for the Status.
c Assign a unique identification number in the ID field.
This number can be the person’s employee number if your organization
uses them, or a reference number that is incremented for each new person.
d In the Support Staff? field, select Yes if this person is a member of your
service desk staff.
Note: All members of your service desk staff must have an entry in the
AR License Type field on the User Form Data tab and will automatically
be added to AR System User form (see step (9) for information).

e From the Type list, select whether the person is an internal member of
your organization, or an external user.
f From the Manager? list, specify whether the person is a manager.
To designate a manager as a support manager (someone who is notified
of escalations), the person must be a member of the APP-Management
group in the AR System User form, as described in “Adding people to
groups” on page 79.
g From the VIP? field, select Yes or No depending on whether this person is
to receive special attention.
People who might be on the VIP list include:
! Your CEO and executive staff
! Project team members who are working close to a deadline (for
example, the finance department before the close of the fiscal year)
The VIP list is used for notifications and escalations.
5 Click the Contact tab.
a From the Notification Method list, select the method to be used to contact
this person.
If the notification method is set to Email, you must enter an email address
in the Email Address field.
b From the Region, Site, and Department lists, specify the person’s location.

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6 Click the Pager tab and enter paging information specific to this person.
If this person uses email paging:
! Enter the email address of the user’s pager in the Pager Email field.
Pager email addresses often use the <phone_number>@<pager.com>
format.
If this person uses command line paging:
a Select or enter a third-party paging software vendor.
b Complete the remaining fields.
Only those fields with corresponding pager flag commands in the
Configure Pager Vendors form are used.
c Configure the associated third-party software in the Configure Pager
Vendor form, as described in “To configure pager vendors:” on page 111.
If you entered information in step (b), you must also set the
corresponding optional flag in the Configure Pager Vendor form.
7 Click the Address tab and enter the mailing or residential address of this
person.
Note: If you installed sample data when you installed the application, items
from the sample data are added to the State/Province and Country lists. To
add, modify, or delete information contained in these lists (and the Postal
Code selection list), complete the configuration steps described in
“Configuring addresses” on page 113 before completing the configuration
of people.

8 Click the Financials tab.


a Assign this person a unique accounting number if your organization
charges back departments for each request.
b Enter cost center and other financial information.

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9 Click the User Form Data tab.


a In the Application License Type field, assign the appropriate application
license if this person is going to be:
! Modifying help desk cases—Select HelpDesk-Fixed or HelpDesk-
Floating.
! Modifying change requests—Select Change-Fixed or Change-Floating.
! Modifying asset records—Select Asset-Fixed or Asset-Floating.
Note: The choices that appear in the Application License Type drop-down
list do not necessarily reflect the applications that you have available.
There may be applications listed that are not installed.

b In the AR License Type field, select the appropriate option.


All users who are going to be modifying other people’s records in the
application must have either a Fixed or Floating AR System license. This
typically includes your service desk staff and management, asset analysts,
and asset managers.
Note: If you do not complete the AR License Type field, the information
associated with this person will not be stored in the User form. It will only
be stored in the Person Information form, which means this person will
only be able to log in as a Guest user.

10 Click the Training tab.


Enter any specialized training this person has received. This information can
be reviewed in the Training Received diary.
11 Click Add.
12 Repeat step (3) through step (11) for each member of your organization.
Unless you need to modify or delete existing people, click Next to continue
with Step 4: Group Definition, following the procedure described in
“Defining groups” on page 75.

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" To modify or delete people information:


1 In Remedy Application Configuration, select Step 3: People Definition, and
click Configure.
The Configure People Definition form appears.
2 Click Select Person.
The Select Existing Person dialog box appears.
a Enter search criteria for the person and click Search.
For example, to search for all members of your support staff, select Yes in
the Support Staff? field before clicking Search.
b In the Search Results table, select the person whose data you want to
modify or delete, and click OK.
Information for the selected person appears in the Configure People
Definition form.
3 Do one of the following:
! Modify the entries to reflect new information for the selected person (for
example, a new email address), and then click Modify.
! Click Delete.

Defining groups
The Remedy ITSM applications use notification groups to classify users
within your organization for notification purposes. Some instances where
notifications will be sent to the appropriate notification groups include:
! when a help desk case or change request has escalated.
! when the notification group is defined as the user, owner, or manager of
an asset.
! when a contract (support contract, warranty, lease, maintenance, or
software) is about to expire.
! when the stock quantity for a bulk item reaches the reorder level.

For example, if the Finance notification group is defined as the user of a


printer (in the Asset Records form), and the status of that printer changes
from Deployed to In Repair, the members of the Finance notification group
are notified so they can reroute their print jobs.

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The second type of notification is sent before an asset’s contract expires. For
example, if your organization has purchased a Remedy customer support
contract, you would enter it in the Support Contract form. If the expiration
date is September 8, 2004, you could specify a notification date of
September 1, 2004. On September 1, the Remedy Asset Management
application would send a notification to the group or person so they can
make sure that they renew the contract before it expires.

Notifications are also sent to the inventory group or person responsible for
reordering stock when the stock level drops to the set reorder level.

In addition to the default notification groups, you might want to create


notification groups that include managers and supervisors, groups that
correspond with departments within your organization, or groups defined
by location.

There are two types of notification groups:


! Support Notification Group—Used to group support staff for the
purpose of assignment. Support staff are typically grouped by location and
by skills. For example, the default Support-HW group is a support
notification group that is notified of requests for service categorized as
hardware issues.
! General Notification Group—General grouping of people used for
notifications. This could include people who are notified of reminders.
You might want to create general notification groups that include
managers and supervisors, groups that correspond with departments
within your organization, or groups defined by location.

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The default Change Management notification groups that are installed with
the application as sample data are shown in the following form.

Figure 4-8: Change Management sample notification groups

Later in the configuration process, you will add members to the notification
groups that you create in “Adding people to groups” on page 79.

" To define groups:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Select Step 4: Group Definition, and click Configure.

Figure 4-9: Configure Group Definition form

Defining groups ! 77
Remedy IT Service Management for the Enterprise 6.0

3 Select the Group Type option to designate the group as either a support
notification group or a general notification group.
Note: Support members should be in a support notification group. All other
groups (such as managers, supervisors, or departments) should be in a
General Notification group.

4 Enter a name for the group in the Group Name field.


5 Assign a unique identification number for the group in the Group ID field.
Do not use any of the assigned group IDs if you installed sample data when
you installed the application.
Tip: Click Select Group to view a list of current groups and their Group IDs.

6 Select Active for the Status.


7 Enter information in the optional fields.
8 Click Add.
9 Repeat step (3) through step (8) to configure all the groups in your
organization.
10 Unless you need to modify or delete existing groups, click Next to continue
with Step 5: Group Population, following the procedure described in
“Adding people to groups” on page 79.

" To modify or delete groups:


1 In Remedy Application Configuration, select Step 4: Group Definition, and
click Configure.
The Configure Group Definition form appears.
2 Click Select Group.
A list of the existing groups appears.
3 Select the group you want to modify or delete, and click OK.
The information for your selection appears in the Configure Groups form.
4 Do one of the following:
! Modify the information for the selected group and click Modify. You
cannot modify the Group ID field.
! Click Delete.

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Adding people to groups


This configuration step enables you to add people (created in “Configuring
people” on page 70) to notification and permission groups (created in
“Defining groups” on page 75).

" To add people to groups:


1 In Remedy Application Configuration, select Step 5: Group Population, and
click Configure.
The Configure People in Groups form appears.

Figure 4-10: Configure People in Groups form

2 Select the Group Type to which to add people.


The options are:
! Support Notification—Support staff group for assignment. Support staff
are typically grouped by location and skill.
! General Notification—Other people in the organization grouped for
notification purposes.
! Permission—Defines the access users have within the application.

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3 In the Group Name field, select a group to add people to.


The list contains the entries created in “Defining groups” on page 75. This list
also contains the groups in the sample data, if you installed sample data when
you installed the application.
The Group ID is automatically filled with the selected group’s ID number.
The people who are members of the selected group appear in the People in
Group table.
4 Click Add.
The Add Person To Group dialog box appears.
a Enter search criteria for the person and click Search.
b Select the person in the Search Results table, and click OK.
The person’s name appears in the People in Group table.
Note: If this person is a member of the service desk staff or management or
will be working with the Remedy ITSM applications, or the application
administrator, add the person to the corresponding permission group.

5 Assign the person to an application permission group.


a In the Group Type field, select Permission.
b In the Group Name field, select a group.
Application permission groups include:
! APP-Administrator, APP-Management, and APP-Support
! Approval Admin for Remedy Asset Management and Remedy Change
Management only
! APP-Purchasing and APP-Receiving for Remedy Asset Management
only
! APP-Reporting for Remedy Service Level Agreements only
! Problem Management for Remedy Help Desk only
! RE Definition Author, RE Manual Identification, and RE Operator for
Remedy Asset Management and Remedy Help Desk, used during
reconciliation of assets.
c Click Add.
The Add Person To Group dialog box appears.
d Enter search criteria for the person and click Search.
e Select the person in the Search Results table, and click OK.
The person’s name appears in the People in Group table.

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6 Repeat step (2) through step (4) for all the users who are not required to be
members of the permission groups.
7 Repeat step (2) through step (5) for all users who are required to be members
of permission groups.
8 Unless you need to delete users from notification groups, click Back To Start
to continue the configuration process.

" To delete people from groups:


1 In Remedy Application Configuration, select Step 5: Group Population, and
click Configure.
The Configure People in Groups form appears.
2 Select the Group Type from which to delete an entry.
3 In the Group Name field, select the group name that contains the member to
delete.
The people who are members of the selected group appear in the People in
Group table.
4 Do one of the following:
! Select the person to delete from the selected group and click Delete.
! Click Remove All to delete all the members from the group.

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Chapter

5 Support-specific configuration
tasks

Configuration tasks specific to your support staff include:


! Associating areas of responsibility with support individuals and groups
! Defining the work schedule to determine when the support staff is
available
! Configuring the pager interface
All support-specific tasks apply to Remedy Help Desk for the Enterprise and
Remedy Change Management for the Enterprise.
If you have installed only Remedy Asset Management for the Enterprise, you
will see only the Pager Configuration task on the Support Specifics tab.
Topics include:
! Support-specific configuration overview (page 84)
! Assigning responsibilities to the support staff (page 86)
! Configuring business hours (page 95)
! Assignment process definition (page 101)
! Support staff personal preferences (page 104)
! Configuring command line paging (page 108)

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Support-specific configuration overview


The support-specific tasks involved in configuring the Remedy ITSM
applications are designed to make sure that support staff (either groups or
individuals) receive notifications of requests for service.

Important: If your installation includes only Remedy Asset Management,


you only need to perform the configuration task listed as Step 7: Pager
Configuration. Steps 1 through 6 and Step 8 do not apply to Remedy Asset
Management.

The most important aspect of the assignment process is making sure that
requests are assigned to members of your support staff who possess the
proper skills to address and resolve the issues, and that the technicians are
located in (or near) the geographic location where the service needs to be
performed.

The business models you can use to organize your support staff are:
! As individuals who are assigned service requests
! As members of a support notification group to which requests are assigned

To make sure that your organization’s service requests are handled by


support technicians with appropriate skills, you can assign responsibility to
support groups or individual members of your support staff based on their
skills.

You can further divide assignments by the location associated with the group
or individual. You can designate support staff to be responsible for requests
ranging from a specific location (for example, Building 2) to a wide area of
responsibility (for example, Europe).

If you choose to have your staff organized into groups, requests are assigned
to a group, and everyone who is a member of the group is notified. If you
choose to have the requests assigned to an individual, only the individual is
notified.

If you use a combination of support groups and individuals, you can define
the sequence in which notifications are sent by using the Assign To First
feature in the Assignment Process Definition form. For more information
about this feature, see “Assignment process definition” on page 101.

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Note: It is possible to configure some members of your support staff as


members of groups and configure others as individuals. If you choose to
combine the two business models within your organization, configure the
groups first, and then configure the individuals.

You can use one model for your help desk cases, and another for change
requests. For example, you can define a support notification group named
Training Support and add support technicians to this group. To configure
this group to receive assignments, you would define the categorization with
the category set to Training and the type and item fields left blank. All
members of this group are notified of all requests that are created using the
Training category.

You can further define your assignment process by configuring your support
groups or individuals with locations. Using the previous example of a
Training Support group, imagine that your company opens a second
facility—the original facility is in Boston and the new facility is in London.
The Training Support group that was responding to all requests categorized
as Training is no longer practical. You could modify the original group to
include a location defined with the region set to Boston, and the name
modified to Training Support - Boston. You would then create a new group
named Training Support - London, add new support technicians to it, and
define its region as London. When a training problem is reported to your
help desk, the location of the problem is included in the request (in this
example, either Boston or London), and the notification is sent to the proper
support group.

Now imagine your same company has one person who is responsible for all
help desk cases categorized as Employee Services. This individual is notified
whenever a help desk case is created using the Employee Services category.
The location is not defined, therefore this person is responsible for requests
from either Boston or London. Because most of your employee service
requests can be handled from a remote location, this is not a problem.

Whichever model you select, you need to associate responsibilities (in the
form of categorization and optionally, locations) for various requests with
either an individual support person, a support notification group, or both.

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Assigning responsibilities to the support staff


This section contains the procedures for assigning areas of responsibility (in
the form of categorization and location) to support notification groups and
to support individuals.

Your organization can use either of these business models—support groups


or individuals—or a combination of the two, but you must make sure that
there is a member of your support staff configured to respond to each type of
request that comes into your support organization.

Tasks described in this section are performed on the Support Specifics tab of
Remedy Application Configuration.

If you use a combination of support groups and individuals, you can define
the sequence in which notifications are sent by using the Assign To First
feature in Step 5: Define Assignment Process, in Remedy Application
Configuration. For more information about this feature, see “Assignment
process definition” on page 101.

Assigning responsibilities to support groups


Complete the following procedure to assign skills (areas of responsibility) to
the support notification groups that you created in “Defining groups” on
page 75.

This group will receive notifications of new (or reassigned) requests for
service that are created with matching categorization and locations.

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" To assign skills to support groups:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.
The Remedy Application Configuration Support Specifics tab appears.

Figure 5-1: Remedy Application Configuration Support Specifics tab

Assigning responsibilities to the support staff ! 87


Remedy IT Service Management for the Enterprise 6.0

3 Select Step 1: Group Support Staff Skills, and click Configure.


The Configure Group Skills form appears.

Figure 5-2: Remedy Application Configuration Configure Group Skills form

4 Click the Show a Group’s Skills tab.


5 From the Group Name list, select the support group to which you want to
assign skills.
The Group Name list contains the support groups that you created in
“Defining groups” on page 75. Additionally, this list might contain default
groups if you installed sample data when you installed the application.

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6 Click Add.
The Area of Responsibility dialog box appears.

Figure 5-3: Area of Responsibility dialog box

7 Select the module where this skill and group are to be associated.
Note: The term “module” refers to the Help Desk Cases or Change Tasks
modules of Remedy Help Desk. It also refers to Change Requests, if
Remedy Change Management is installed.

You can configure a support technician with different skills for different
modules.
8 Select the Scope (of categorization) for this skill/group/module combination.
For example, if you select All Categories in the Scope field, the selected group
is notified of all requests for the selected module regardless of the
categorization.
You can limit the types of requests that this group is responsible for by
selecting Specific Category and then defining the categorization as follows:
a Select the category of requests that this group is responsible for.
The category list contains the categories that you entered in “Creating
categorizations” on page 64.
b Optionally, further define the requests this group is notified of by selecting
a type and an item.
Note: If you specify a category and type, and leave the Item field blank, the
group is notified of all requests categorized with this category and type
regardless of what the Item field is set to.

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9 Similarly, select the Scope (of location) for this skill/group/module


combination.For example, if you select the All Locations in the Scope field,
the selected group is notified of all requests for the selected module and
categorization regardless of the location.
You can limit the types of requests that this group is notified of by selecting
Specific Location, and then defining the location of requests for which they
should be notified.
a Select the region that this group is responsible for.
The region list contains the regions that you entered in “Configuring
locations” on page 62.
b Optionally, further define the requests this group is responsible for by
selecting a site and department.
Note: If you specify a region and leave the Site and Department fields blank,
the group is responsible for all requests that come from the matching
region, regardless of what the Site and Department fields are set to.

10 Click Add.
11 Repeat step (7) through step (10) for each of the remaining modules (or
applications) for which you want the selected group to be responsible.
12 Repeat step (5) through step (10) for each of the remaining groups to which
you want to assign skills.
Note: You can verify that all your support groups have been assigned skills by
clicking the Show Groups Without Skills tab. Any groups that appear in
this list still need to be assigned skills. You can use the Show All Groups
With Skills and Show People in Group tabs to review the corresponding
information.

13 Unless you need to remove existing group skills, click Next to continue with
Step 2: Individual Support Skills, following the procedure in “Assigning
responsibilities to support individuals” on page 91.

" To delete skills from support groups:


1 In Remedy Application Configuration, click the Support Specifics tab.
2 Select Step 1: Group Support Staff Skills, and click Configure.
The Configure Group Skills form appears.
3 Click the Show All Groups with Skills tab.

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4 From the Module list, select the module that contains the skill you want to
delete.
A list of groups and skills appears in the table.
5 Select the skill you want to delete from its group.
6 Click Delete.

Assigning responsibilities to support individuals


Complete the following procedure to assign skills (areas of responsibility) to
the support individuals that you configured in “Configuring people” on
page 70. This person will receive notifications of new (or reassigned) requests
for service that are created with matching categorization and locations.

If you use a combination of support groups and individuals, you can define
the sequence in which notifications are sent by using the Assign To First
feature in Step 5: Define Assignment Process. For more information about
this feature, see “Assignment process definition” on page 101.

" To assign skills to support individuals:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.

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3 Select Step 2: Individual Support Staff Skills, and click Configure.


The Configure Individual Skills form appears.

Figure 5-4: Configure Individual Skills form

4 Click the Show a Person’s Skills tab.


5 In the Full Name field, select the person to whom you want to assign skills.
The full name list contains any default users and the people who you
configured as support staff members in “Configuring people” on page 70.

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6 Click Add.
The Area of Responsibility dialog box appears with the name of the selected
person in the Add Skill to field.

Figure 5-5: Area of Responsibility dialog box

7 In the Module field, select the desired module (or application).


8 Select the Scope (of categorization) for this skill/person/module
combination.
For example, if you select All Categories in the Scope field, the selected
person is notified of all requests for the selected module regardless of the
categorization.
You can limit the types of requests that this person is responsible for by
selecting Specific Category and then defining the categorization as follows:
a Select the category of requests that this person is responsible for.
This category list contains the categories that you entered in “Creating
categorizations” on page 64.
b Optionally, further define the requests this person is notified of by
selecting a type and item.
Note: If you specify a category and type, and leave the Item field blank, the
person is notified of all requests categorized with this category and type
regardless of what the Item field is set to.

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9 Similarly, select the Scope (of location) for this skill/person/module


combination.
For example, if you select the All Locations in the Scope field, the selected
person is notified of all requests for the selected module regardless of the
location.
You can limit the requests that this person is notified of by selecting Specific
Location, and then defining the location of requests for which they should be
notified.
a Select the region that this person is responsible for from the Region list.
This list contains the regions that you entered in “Configuring locations”
on page 62.
b Optionally, further define the requests that this person is responsible for
by selecting a site and department.
Note: If you specify a region and leave the Site and Department fields blank,
the person is responsible for all requests that come from the matching
region, regardless of what the Site and Department fields are set to.

10 Click Add.
11 Repeat step (7) through step (10) for each of the remaining modules for
which you want the selected person to be responsible.
12 Repeat step (5) through step (10) for each of the remaining people to whom
you want to assign skills.
Note: You can verify that all your support individuals have been assigned
skills (or made a member of a support group which has been assigned
skills) by clicking the Show People Without Skills tab. Any person who
appears in this list still needs to be assigned skills.

13 Unless you need to remove existing skills from an individual, click Next to
continue with Step 3: Business Hours Workdays, following the procedure
described in “Configuring business hours” on page 95.

" To delete skills from support individuals:


1 In Remedy Application Configuration, click the Support Specifics tab.
2 Select Step 2: Individual Support Staff Skills, and click Configure.
The Configure Individual Skills form appears.
3 Click the Show All People with Skills tab.

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4 From the Module list, select the module that contains the skill you want to
delete.
A list of people and skills appears in the table.
5 Select the skill you want to delete from its person.
6 Click Delete.

Configuring business hours


The Remedy ITSM applications, with the exception of Remedy Service Level
Agreements, reference a master schedule used to calculate when to escalate a
request, to calculate the time a request is open, and to make sure that support
groups or individuals are available before sending notifications of
assignments to them.

Two forms store this information:


! Configure Business Workdays—Stores the day-to-day availability of each
of your support groups and individuals, and a record of your company’s
master schedule (this includes the organization’s business hours and
holidays). Additionally, it contains the hours the groups and individuals
are available on each day.
! Configure Business Holidays—Stores the holidays that are observed by
your organization’s support staff. Holidays can be individually configured
for each support group and individual.

You can also create a master entry for your company’s business hours and
business holidays in these forms. This will eliminate the need to configure
this information repeatedly for each support group and individual.

Note: After creating an entry for your company in these two forms, you must
specify that you want to use the company schedule by entering the
company tag name in the Business Hours Tag field in the Help Desk
Settings form (described in “Help Desk Settings task” on page 182) and
the Change Tasking Settings or Change Management Settings form
(described in “Change Management Settings task” on page 157).

Workday business hours


Complete the following procedure to define the days and hours each support
group and individual is available.

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" To create workday definitions:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.
3 Select Step 3: Business Hours Workdays.
4 Click Configure.
The Configure Business Workdays form appears.

Figure 5-6: Configure Business Workdays form

5 In the Workdays For field, select Support Person, Support Group, or other.
The entries for your selection are added to the list for the Tag field.
6 In the Tag field, select the group or person for whom you want to define a
work schedule, or type your company’s name to create an entry for your
master schedule.
The Tag field lists contain the entries you made in “Defining groups” on
page 75 and “Configuring people” on page 70.

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7 In the Open Time and Close Time fields, enter the starting time and ending
time (availability) for this group or person for each day of the week.
You must specify the business time availability within a 0 to 24-hour range;
that is, the availability cannot cross midnight. If it does (for example, if the
availability is 10:00 p.m. to 6:00 a.m.), or if the client business time is in a
different time zone from the server, you must specify a value for Offset
Hours.
8 Use the Offset Hours field, if necessary, to adjust the availability so that the
AR System server can perform its calculations accurately.
For guidelines on specifying Offset Hours and adjusting your business time
availability, see “Entering an offset value for business time calculations” on
page 98.
9 In the optional Help Text field, enter a description of the rules you used to
set the offset value and the adjusted business times.
10 Click Add.
11 Repeat step (5) through step (10) as needed for each support staff individual
or group.
12 Unless you need to remove or modify workday definitions, click Next to
continue with Step 4: Business Hours Holidays, and follow the procedure
described in “To create holiday definitions:” on page 100.

" To modify or delete workday definitions:


1 In Remedy Application Configuration, click the Support Specifics tab.
2 Select Step 3: Business Hours Workdays.
3 Click Configure.
The Configure Business Workdays form appears.
4 Select the Support Person or Support Group option.
5 In the Tag field, select the person or group for whom you want to delete or
modify a workday schedule.
6 Do one of the following:
! Modify the time this person or group is available, and then click Modify.
! Click Delete.

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Entering an offset value for business time calculations


You must set business time (Open Time and Close Time) and the offset
hours values correctly so that the AR System server can calculate accurately.
The AR System server calculates business time and requires the availability to
fall within a 0 to 24-hour range. You use the Offset Hours value to adjust the
business time values into the 0 to 24-hour range and to tell the server how
you made your adjustments. Any adjusted range defined with the Offset
Hours value is valid as long as it falls into a single 0 to 24-hour range.

Make sure to specify an offset value and adjust your business time
availability, if necessary, under the following circumstances:
! If your availability does not fall into a 0 to 24-hour range (for example, if
your Open Time is before midnight and your Close Time is after
midnight)
! When your clients and the AR System server are in different time zones
(requires an offset value, but doesn’t always require adjusted business
times)
! A combination of these two

The offset value is subtracted from the timestamp of a request in the form
$TIMESTAMP$ - <offset_value>. Use the following formulas to specify an
offset value and adjusted business time, if necessary:
<Open_Time> + <offset_value> = <adjusted Open_Time>
<Close_Time> + <offset_value> = <adjusted Close_Time>

Consider the following scenarios for deciding whether to specify a value for
Offset Hours and whether to adjust your business time hours:
! If the clients and the AR System server are in the same time zone and the
business hours do not cross midnight, enter the actual Open Time and
Close Time (for example, 2:00 p.m. and 10:00 p.m.), and enter 0 or
nothing for Offset Hours.
! If the clients and the AR System server are in the same time zone, and the
business hours cross midnight, specify an offset value and use the formulas
to adjust the availability into the 24-hour range. Enter the adjusted times
into the Open Time and Close Time fields.

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! If the business time availability applies to a different time zone from the
AR System server’s time zone and the availability does not cross midnight,
enter the actual business time availability and calculate the offset based on
the following scenario. For example, a support group’s availability is from
9:00 a.m. to 5:00 p.m., and its AR System server is in a time zone 9 hours
away:
! If the server time is ahead of the client's by 9 hours, enter 9:00 a.m. for
Open Time, 5:00 p.m. for Close Time, and 9 for Offset Hours.
! If the server time is behind the client's by 9 hours, enter 9:00 a.m. for
Open Time, and 5:00 p.m. for Close Time, and -9 for Offset Hours.

! If the business time availability applies to a different time zone from the
server's time zone and the availability crosses midnight, enter adjusted
business time values and an offset value based on the following scenario.
For example, the support group’s availability is from 9 p.m. to 6 a.m.
(crossing midnight). Enter the business time hours and the offset value
based on the following calculations:
a If the server time is ahead of the client's by 3 hours, make a note of the time
zone difference (3 in this case). Call this value #1.
If the server time falls behind the client time by 3 hours, use -3.
b Choose a value to adjust the 9 p.m. - 6 a.m. into 24-hour range. For
example, you can pick 4 or - 7. Call the offset value #2.
c Enter the adjusted hours from step b into the Open Time and Close Time
fields. For example, if you choose 4 as your offset value, enter 1:00 a.m. -
10:00 a.m in the Open Time and Close Time fields. If you choose -7, enter
2:00 p.m. - 11:00 p.m. in the Open Time and Close Time fields. The offset
value of either 4 or -7 adjusts your open time to 9:00 p.m. - 6:00 a.m.
d Add #1 and #2 and enter the result into the Offset Hours field.
If #2 is 4, adding #1 and #2 gives you 3 + 4 = 7. If #2 is -7, adding #1 and
#2 gives you 3 - 7= -4.

Important: If your open or close time is exactly 12:00 midnight, you must
enter a value of 11:59 p.m.

Holiday hours
Complete the following procedure to define the holidays when each support
group and individual will not be available.

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" To create holiday definitions:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.
3 Select Step 4: Business Hours Holidays, and click Configure.
The Configure Business Holidays form appears.

Figure 5-7: Configure Business Holidays form

4 In the Holidays for field, select Support Person, Support Group, or other.
The entries for your selection are added to the list for the Tag field.
5 In the Tag field, select the group or person for whom you want to define a
holiday schedule, or type your company’s name to create an entry for your
master schedule.
The group and person lists contain the entries you made in “Defining
groups” on page 75 and “Configuring people” on page 70.
6 Type the holiday dates for this person or group.
Separate multiple dates with semicolons (;) or by pressing the ENTER key.
7 Click Add.

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8 Repeat step (4) through step (7) as needed for each support staff individual
or group.
9 Unless you need to remove or modify holiday definitions, click Next to
continue with Step 5: Define Assignment Process, following the procedure
described in “Assignment process definition” on page 101.

" To modify or delete holiday definitions:


1 In Remedy Application Configuration, click the Support Specifics tab.
2 Select Business Hours Holidays, and click Configure.
The Configure Business Holidays form appears.
3 Select the Support Person or Support Group option.
4 In the Tag field, select the person or group for whom you want to modify or
delete a holiday schedule.
5 Do one of the following:
! Modify the dates this group or person observes holidays, and then click
Modify.
! Click Delete.

Assignment process definition


This option enables you to define how the assignment process works for each
of the different modules or applications. You can define whether skills and
work schedules will be taken into account, the default assignee, whether
support notification groups or individuals are given assignment priority, and
whether availability settings are overridden.

" To modify assignment processes:


Note: You cannot currently add new Assignment Processes. You can only
modify existing Assignment Processes.

1 Open Remedy Application Configuration, as described in “Opening Remedy


Application Configuration” on page 58.
2 Click the Support Specifics tab.

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3 Select Step 5: Define Assignment Process, and click Configure.


The Configure Assignment Process form appears.

Figure 5-8: Configure Assignment Process form

4 Click Select Process.


The Select Process dialog box appears.
5 Select Change Process, Help Desk Process, or Task Process, and click OK.
The information for the selected process appears in the Assignment Process
Definition form.

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6 Modify any of the following information:


a Enter a name for the process in the Process Name field.
b Enter a description of the process in the Process Description field.
c Select the form for which this process is valid from the Form list.
d In the Default Assignee field, enter the name of the default individual to
whom requests should be assigned if no matches are found, or click Find
Default Person to search for a person.
e If you selected Help Desk Process in step (5), Problem Group field
appears. Select the group you want assigned to problem cases.
Help Desk cases that have Problem in the Case Type field are assigned to
the group specified in this field. If this field is left blank, the normal auto-
assignment process will occur.
f In the Check field, select what to check for this process.
The options are:
! Skills Only—Checks the Skill Settings section in this form to determine
whether auto-assignment should first check to see if there is a group or
an individual responsible for a request with matching skills
(determined by categorization and location).
! Skills and Availability—Checks the Skill Settings and the Availability
Settings in this form to determine which group or individual should
receive assignment of a request.
g In the Assign To First field, prioritize the assignment by selecting Group
or Individual.
! If you select Group, auto-assignment checks the support groups before
it checks the support individuals for matching skills.
! If you select Individual, auto-assignment checks the support
individuals before it checks the support groups for matching skills.
h To override the settings configured in “Workday business hours” on
page 95 and “Holiday hours” on page 99, select Yes or No in the
Availability Settings fields.
The options are:
! Ignore Company Holidays?
! Ignore Individual Holidays?
! Ignore Work Schedule?
! Ignore Weekends?

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7 Click Modify.
Click Next to continue the configuration procedure with Step 6: Support
People Personal Preferences.

Support staff personal preferences


You can configure a number of preferences for each member of your support
staff to customize the way the application responds to certain actions from
within the support console. The preferences also include the type of paging
being used and the criteria for sending a page.

Members of your support staff can also modify their personal preferences
from the Personal Preferences in the Remedy Help Desk and Remedy Change
Management applications.

The Configure Personal Preferences form is used for setting these


preferences. This form contains three tabs:
! General—These preferences determine what appears when a support
technician or manager clicks New Request or Search For Request from the
support management view of the support console.
The options are described in step (6) and step (7) of the “To create
support staff personal preferences:” procedure.
! Change Tasking—These preferences enable you to define the type of
paging used and the criteria for sending a page to support technicians
responsible for responding to help desk cases, change requests, and change
tasks.
! Help Desk—These preferences enable you to define the type of paging
used and the criteria for sending a page to support technicians responsible
for responding to help desk cases.

" To create support staff personal preferences:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.

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3 Select Step 6: Support People Personal Preferences, and click Configure.


The Configure Personal Preferences form appears.

Figure 5-9: Configure Personal Preferences form

4 Click the General tab.


5 In the Login Name field, enter the user’s login name, or click Select
Preference for a list of login users.
6 In New Request Action field, select an action for new requests.
These actions control what happens when the person specified in step (5)
clicks New Request in the support or management consoles. The options are:
! Open Front Line Support Dialog—Opens an intermediate form that
enables the support technician (or manager) to enter a minimum amount
of information and then uses the summary definitions (configured in
“Cost Categorization task” on page 166) to determine if the request
should be routed to change tasking or help desk.
! Open Help Desk Module—Opens the Help Desk form (this requires that
the Help Desk application be installed).
! Open Change Tasking Module—Opens the Change Tasking form.
! Open Selection Dialog—Opens a dialog box where this person can select
the module to open. This is the default setting.

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7 In the Search For Request Action field, select an action for search requests.
These actions control what happens when this person clicks Search For
Request in the support or management consoles. The options are:
! Open Help Desk Module—Opens the Help Desk form (this requires that
the Help Desk application be installed).
! Open Change Tasking Module—Opens the Change Tasking form.
! Open Selection Dialog—Opens a dialog box where this person can select
the module to open. This is the default setting.

8 If the person specified in the Login Name field is responsible for


implementing change tasks and wants to be notified by pager, click the
Change Tasking tab.

Figure 5-10: Configure Personal Preferences form

a In the Paging Type field, select either Command Line or Email.


If this person uses email paging, user-specific paging information must
also be configured on the Pager tab of the Configure People form, as
defined in “Configuring people” on page 70.
If this person uses command line paging, you must also configure the
associated third-party software in the Configure Pager Vendor form, as
described in “Configuring command line paging” on page 108.
b In the Priority field, select the priority level for sending a page.
A page is sent to this person when the priority level for a change request is
equal to or greater than the priority selected in this field.

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c Select the conditions under which you want the page sent from the options
in the paging criteria section. The options are:
! Always?—If Always is selected, a page is sent when a change request
matches the skills and location configured for this person.
! For Escalated Calls?—If Escalated Calls is selected, a page is sent to this
person when an assigned change request is escalated. The default
escalations are described in “Change Management Escalations task” on
page 155.
! For Hotlist?—If VIP Requests is selected, a page is sent when a change
request assignment for this person originates from a customer on the
VIP list, as defined in “Configuring people” on page 70.
9 Click Add.

" To modify and delete support staff personal preferences:


1 In Remedy Application Configuration, click the Support Specifics tab.
2 Select Step 6: Support People Personal Preferences, and click Configure.
The Configure Personal Preferences form appears.
3 Click the General tab.
4 Click Select Preference.
A list of the preferences you defined (and the sample preferences if you
installed sample data when you installed the application) appears.
The information for the selected preferences appears in the Configure
Personal Preferences form.
5 Select the preference you want to delete or modify.
The information for the selected preferences appears in the Configure
Personal Preferences form.
6 Do one of the following:
! Modify the preference, and then click Modify.
! Click Delete.

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Configuring command line paging


The Remedy ITSM applications, with the exception of Remedy Service Level
Agreements, support two types of pager interfaces:
! command line paging—This type of paging integrates with third-party
paging software, and is covered in this section of the manual.
! Email paging—This type of paging requires an entry in the Setup People
form (described in “Configuring people” on page 70) and the Paging Type
fields under the Change Tasking and Help Desk tabs of the Configure
Personal Preferences form (described in “Support staff personal
preferences” on page 104).

The Remedy applications support many popular brands of paging software.


Sample configurations are provided for Telamon and Airpro, but you are not
limited to these two.

The Configure Pager Vendor form, which is opened from Step 7: Pager
Configuration on the Support Specifics tab, is used to configure command
line pager support. This form stores data associated with each brand of
paging software you are using. This information is used with user-specific
information stored in the Configure Personal Preferences form (described in
“Support staff personal preferences” on page 104) and the Configure People
form (described in “Configuring people” on page 70).

The command line configuration requires that you define a command to


run, and define the following arguments:
! PIN (Personal Identification Number)
! Pager Provider
! Message
! Phone Number
! Optional Argument 1
! Optional Argument 2

Each argument is represented by a flag that you set in the six Pager Command
Flags fields (refer to your pager software vendor’s documentation for
information about specific command flags). These flags correspond to a data
entry in the Configure People form for the recipient of the page.

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Flags that precede arguments (for example, “-p”, “/p”, or “p”) are optional,
but they trigger the use of the arguments. Therefore, arguments without flags
that you want included on the command line must have a space typed (by
pressing the space bar) in the flag field. If it is blank, then the value of the PIN
will not be obtained from the Configure People form for inclusion on the
command line.

Telamon command line example


The following is an example of a command line for Telamon that is generated
by the entries shown on the forms in the following examples:

Path to executable Pager provider flag Pager provider PIN flag

c:\telalert\telalert.exe -c SkyTelInetTwoWayTextPager -pin 050877


-m "Case HPD000000000001 has been assigned to you"

Message flag Message PIN number

Figure 5-11: Telamon command line

This example requires that the Configure Pager Vendor form has the
following entries:

Figure 5-12: Configure Pager Vendor form

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Remedy IT Service Management for the Enterprise 6.0

This example also requires that the Configure People Definition form has the
following entries on the Pager tab:

Figure 5-13: Remedy Application Configuration - Configure People Definition dialog


box

The message (“Case HPD000000000001 has been assigned to you”) is


constructed by the workflow and appended to the command line.

Airpro command line example


The following is an example of a command line for Airpro:

c:airpro\cmdwiz.exe Demo;Case HPD000000000002 has been assigned to you

Path to executable Message flag Message

Figure 5-14: Airpro command line

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This example requires that the Configure Pager and Configure People
Definition forms contain the entries shown in “Airpro command line
example.”

Form Field Entry


Configure Pager Software Vendor airpro
Executable Path c:airpro\cmdwiz.exe
Message Flag ;
Optional Flag1 Press the space bar to
type a blank space.
Configure People Definition Pager Software airpro
Optional Parameter1 Demo

Since there are no flags for the Airpro command line, a semicolon (;) is placed
between two data values with the last being the message (“Case
HPD000000000002 has been assigned to you”). The message is constructed by
workflow and appended to the command line.

" To configure pager vendors:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Support Specifics tab.

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3 Select Step 7: Pager Configuration, and click Configure.


The Configure Pager Vendor form appears.

Figure 5-15: Configure Pager Vendor form

4 Do one of the following:


If you are using paging software from Telemon or Airpro:
a Click Select Pager Vendor.
b Select airpro or telamon, and click OK.
If you are using paging software from another vendor:
a Enter the name of the vendor of your pager’s software in the Software
Vendor field.
b Enter the executable path and name to the pager software in the
Executable Path field.
c Enter any applicable flags as described in the vendor’s documentation in
the flag fields.

5 Click Add.

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Chapter

6 Configuring addresses

Address information for Remedy ITSM applications is added on the Address


tab of Remedy Application Configuration. This tab contains three optional
configuration steps that ensure consistency and simplify the configuration of
addresses associated with each person in your organization. The entries made
in these tasks are available to the application administrator from the lists in
the Address Tab of the Configure People form.
These tasks apply to Remedy Help Desk for the Enterprise, Remedy Change
Management for the Enterprise, and Remedy Asset Management for the
Enterprise.
Topics include:
! Configuring countries (page 114)
! Configuring states and provinces (page 116)
! Configuring postal codes (page 118)

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Configuring countries
A list of countries is included as part of the sample data available as an
installation option. The default entries use ISO3166 country codes (also used
in Internet domains). If you install the sample data, you should find all the
world’s countries contained in the country list.

You might want to delete or modify countries in the list. For example, if you
have no business contacts in Antarctica, you could either delete the entry, or
you could modify its status to Not Used. If you delete an entry, you will need
to recreate it if you need it in the future. If you modify the status it is easier
to reinstate the country later by changing the status back to Current.

The entries made in this procedure are available to the application


administrator from the Country list in the Address Tab of the Person
Information form.

" To configure countries:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Address tab.
The Address tab of Remedy Application Configuration appears.

Figure 6-1: Remedy Application Configuration, Address tab

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3 Select Step 1: Country, and click Configure.


The Configure Country form appears.

Figure 6-2: Remedy Application Configuration, Configure Country form

4 Click Select Country.


The Select Existing Country dialog box appears.
Note: You can click Add to add a new country.

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5 To limit your search, enter partial information in the Country Code or


Country Name fields.
For example, if you type the letter n in the Country Name field, and click
Search, only those countries whose names begin with the letter N appear in
the Search Results.

Figure 6-3: Country search criteria form

6 Select the country to modify or delete, and then click OK.


The information for the selected country appears in the Configure Country
form.
7 Do one of the following:
! Modify any of the fields, and then click Modify.
! Click Delete.

8 Click Next to continue with Step 2: State and Province.

Configuring states and provinces


Configuring states and provinces (or any other country subdivision) is
similar to configuring countries. If the Enforce State/Prov option is set to Yes
for any country (it is set to Yes by default for the United States in the sample
data) in the Configure Country form, you must complete this procedure to
add items to the State/Prov list in the Configure People form.

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" To add states and provinces:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Address tab.
3 Select Step 2: State and Province, and click Configure.
The Configure State/Province form appears.

Figure 6-4: Remedy Application Configuration, Configure State/Province

4 Select or enter the country code for the country for which you want to define
states or provinces.
5 Enter a code for the state or province in the State/Province Code field.
Use the official postal abbreviation for the state or province if you know it.
6 Enter the name of the state or province in the State/Province Name field.
7 Select Current for the Status.
8 Click Add.
9 Repeat step (4) through step (8) for each state or province to add.
10 Click Next to continue to Step 3: Postal Codes.

" To modify or delete states or provinces:


1 In Remedy Application Configuration, click the Address tab.
2 Select Step 2: State and Province, and click Configure.
The Configure State/Province form appears.

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3 Click Select State.


The Select Existing State/Province dialog box appears.
Click Search to find all the states and provinces included in the sample data,
or enter partial information in any field to limit your search, and then click
Search.
4 Select the state or province to modify or delete, and then click OK.
The information for the selected state or province appears in the Configure
State/Province form.
5 Do one of the following:
! Modify any of the fields, and then click Modify.
! Click Delete.

Configuring postal codes


The entries made in this procedure are available to the application
administrator from the Postal Code list on the Address Tab of the Configure
People form.

" To add postal codes:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Address tab.

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3 Select Step 3: Postal Codes, and click Configure.


The Configure Postal Codes form appears.

Figure 6-5: Remedy Application Configuration, Configure Postal Codes

4 In the Country Code field, select the country for which you want to define
postal codes, or click Select Postal Code to search for the country.
5 Enter a postal or ZIP code in the Postal/Zip Code field.
6 Enter the common form of the city in the City Name field.
7 Enter the preferred city name in the Preferred City Name field.
This enables you to make multiple entries for the same city, if that city is
known by more than one name. By doing this, the user can match their city
by either entry. For example, for a ZIP code of 90028, and a country code of
U.S., you might make two entries: one for Hollywood and another for Los
Angeles.
Both entries would have the name of Los Angeles as their Preferred City
Name. However, when searching on Postal Code 90028 (with the Postal Stem
Match field set to 5 in the Configure Country form for the United States) the
system would display a selection list. However, this double entry would
validate the user’s entry for the city.
Note: This form allows duplicate entries by Country Code and Postal/Zip
Code combinations to accommodate two or more places that share the
same postal code. You can use duplicates when necessary, but excessive
duplication will result in long selection lists. Make sure that duplicates are
used only when it makes sense for the user to have to choose the
appropriate entry.

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8 Select Current for the status.


9 Click Add.

" To modify or delete postal codes:


1 In Remedy Application Configuration, click the Address tab.
2 Select Step 3: Postal Codes, and click Configure.
The Configure Postal Code form appears.
3 Click Select Postal Code.
The Select Existing Postal Code dialog box appears.
Click Search to find all the postal codes, or enter partial information in any
field to limit your search, and then click Search.
4 Select the postal code that you want to modify or delete, and then click OK.
The information for the selected postal code appears in the Configure Postal
Code form.
5 Do one of the following:
! Modify any of the fields, and then click Modify.
! Click Delete.

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Chapter

7 Advanced configuration tasks

Configuration data and optional sample data is added to Remedy ITSM


applications, modules, and forms during installation. Using configuration
tasks on the Advanced tab of Remedy Application Configuration, you can
customize the Remedy ITSM applications, modules, and forms.
Topics include:
! Advanced configuration overview (page 122)
! Remedy Help Desk advanced tasks (page 122)
! Remedy Change Management advanced tasks (page 123)
! Remedy Asset Management advanced tasks (page 123)
! Advanced configuration tasks (page 124)

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Advanced configuration overview


Your list of advanced configuration settings can vary, depending on which
Remedy ITSM applications you have installed. To view the list of advanced
tasks in alphabetical order in Remedy Application Configuration, click the
Configuration Settings column heading on the Advanced tab.

The following figure shows the Advanced tab of Remedy Application


Configuration for an installation of the entire Remedy ITSM suite of
applications.

Figure 7-1: Remedy Application Configuration - Advanced Tab

Remedy Help Desk advanced tasks


The Advanced tab of Remedy Application Configuration contains tasks for
the Remedy ITSM applications that you have installed. If your installation
includes Remedy Help Desk, you will have the following advanced
configuration tasks:
! “Asset Deletion task” on page 129
! “Asset Inventory Settings task” on page 134
! “Asset Reconciliation Configuration Console task” on page 138
! “Asset Reorder Level and Lead Time Specification task” on page 138

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! “Change Tasking Escalations task” on page 159


! “Change Tasking Settings task” on page 159
! “Company and Contact Configuration task” on page 161
! “Configure Survey Questions task” on page 165
! “Cost Centers task” on page 169
! “Define Summary Definitions task” on page 177
! “Help Desk Escalations task” on page 180
! “Help Desk Settings task” on page 182
! “Predefined Task Templates task” on page 186

Remedy Change Management advanced tasks


If your installation includes Remedy Change Management, you will have the
following advanced configuration tasks:
! “Change Approvals” on page 140
! “Change Approvals, Non-emergency Changes task” on page 144
! “Change Management Escalations task” on page 155
! “Change Management Settings task” on page 157
! “Company and Contact Configuration task” on page 161
! “Cost Categorization task” on page 166
! “Cost Centers task” on page 169
! “Define Summary Definitions task” on page 177
! “Predefined Change Templates task” on page 183
! “Predefined Task Templates task” on page 186
! “TCO Define Cost Rates task” on page 190

Remedy Asset Management advanced tasks


If your installation includes Remedy Asset Management, you will have the
following advanced configuration tasks:
! “Asset Approval Process for Configurations task” on page 124 (new for
Remedy Asset Management)
! “Asset Contract Categorization task” on page 127

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! “Asset Deletion task” on page 129


! “Asset Depreciation Criteria Configuration task” on page 130
! “Asset Down Status task” on page 132
! “Asset Management Settings task” on page 134
! “Asset Notifications Configuration task” on page 135
! “Asset Reconciliation Configuration Console task” on page 138
! “Asset Reorder Level and Lead Time Specification task” on page 138
! “Charge-back Time Periods task” on page 159
! “Company and Contact Configuration task” on page 161
! “Cost Categorization task” on page 166
! “Cost Centers task” on page 169

Advanced configuration tasks


Configuration tasks are organized alphabetically to correspond with the tasks
available from the Advanced tab in Remedy Application Configuration.
Configuration tasks are listed for all Remedy ITSM applications. If you have
not installed the entire suite, some of the advanced configuration tasks will
be unavailable, and therefore not applicable to your installation.

Asset Approval Process for Configurations task


The Asset Approval Process for Configurations configuration task applies
only to Remedy Asset Management. It does not apply to the Asset Inventory
module of Remedy Help Desk.

This configuration task specifies which notification groups and contacts will
be notified for approving configuration catalog modifications and additions.
If Remedy Change Management is installed, you can also specify the change
request template.

" To configure the asset approval process for configurations:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.

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3 Select Asset Approval Process for Configurations, and click Configure.


The Configure Approval Process for Configurations form appears.

Figure 7-2: Configure Approval Process for Configurations Form

4 Enter the group and contact to send asset configuration changes to for
approval.
a In the Notification Group field, enter the group to notify or press ENTER
to search from the notification groups you added following the procedure
described in “Defining groups” on page 75.
b In the Notification Contact field, enter the login name of the user to notify
or press ENTER to search from users you added following the procedure
described in “Configuring people” on page 70. You can also click View to
add a user to notify.
c If Remedy Change Management is installed, select which change request
template will be used for generating a change request.
5 Click Add.

" To modify the asset approval process for configurations:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Approval Process for Configurations, and click Configure.

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3 Click Show Current Settings.


The current notification group and user appears in the Configure Approval
Process for Configurations form.

Figure 7-3: Configure Approval Process for Configurations

4 Modify the group and contact to send asset configuration changes to for
approval.
a In the Notification Group field, enter the group to notify or press ENTER
to search from the notification groups you added following the procedure
described in “Defining groups” on page 75.
b In the Notification Contact field, enter the login name of the user to notify
or press ENTER to search from users you added following the procedure
described in “Configuring people” on page 70. You can also click View to
add a user to notify.
c If Remedy Change Management is installed, select the change request
template to be used for generating a change request. The list for this field
contains the items you added following the procedure in “Predefined
Change Templates task” on page 183.

5 Click Modify.

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Asset Contract Categorization task


The Asset Contract Categorization configuration task applies only to
Remedy Asset Management. It does not apply to the Asset Inventory module
of Remedy Help Desk.

This configuration task enables you to configure the contract terms for a
predefined type of contract.

" To configure asset contract categorizations:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Asset Contract Categorization, and click Configure.
The Configure Asset Contract Categorization form appears.

Figure 7-4: Configure Asset Contract Categorization Form

4 In the Contract Types field, select the type of contract for which you want to
specify the terms.
5 In the Contract Terms field, enter or select the terms for this type of contract.
6 Click Add.

" To modify or delete asset contract categorizations:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Contract Categorization, and click Configure.
The Configure Asset Contract Categorization form appears.
3 Click Select Terms.

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4 In the Select Existing Contract dialog box, select the type of contract, select
the contract terms, and click OK.
The selected contract information is added to the form.
5 Do one of the following:
! Enter new information in the Contract Terms field, and click Modify.
! Click Delete to delete the asset contract category.

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Asset Deletion task


The Asset Deletion configuration task applies only to Remedy Asset
Management and the Asset Inventory module of Remedy Help Desk.

Use the following procedure to remove duplicate asset records or asset


records manually set to Delete status. Duplicate asset records result from
manually entering assets into the system before implementing them in a
network environment, and then having them automatically entered by a
discovery service.

" To delete reconciled asset entries:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Asset Deletion, and click Configure.
The Delete Assets form appears.

Figure 7-5: Delete Assets Form

4 Click List of Assets to Delete.


A list of all entries that have been marked for deletion appears.
5 Select an entry and click OK.

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Asset Depreciation Criteria Configuration task


The Asset Depreciation Criteria Configuration task applies only to Remedy
Asset Management. It does not apply to the Asset Inventory module of
Remedy Help Desk.

This configuration task enables definition of the default depreciation method


to be used for a specific asset categorization, including asset type, CTI, and
Region.

" To configure depreciation criteria for a category of assets:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Asset Depreciation Criteria Configuration, and click Configure.
The Configure Depreciation Criteria form appears.

Figure 7-6: Configure Depreciation Criteria Form

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4 Enter the following categorization information to define a category of assets.


Tip: You must enter information in at least one of the fields in this step.

a In the Asset Type field, select the asset type this criteria depreciation is for.
b In the Primary Capability list, select a primary capability.
c In the Category, Type, and Item fields, optionally enter or select
information to define the categorization.
d In the Region field, optionally enter or select a region.

5 In the Status field, select Active or Inactive for this depreciation criteria.
6 In the Method field, select the depreciation method to use for this category
of assets. For more information about depreciation methods, see the Remedy
Asset Management for the Enterprise User’s Guide.
7 In the Useful Life (months) field, enter the number of months this category
of assets is expected to be in use.
8 In the Salvage Value % (% of Purchase Cost) field, optionally enter the
estimated percentage of the total purchase cost that this category of assets will
realize at the end of its useful life.
9 Click Add.

" To modify or delete depreciation criteria for a category of assets:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Depreciation Criteria Configuration, and click Configure.
3 Click Select Depreciation Criteria.

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4 In the Select Depreciation Criteria dialog box, select a category of assets to


modify or delete, and click OK.
The category of assets appears in the Configure Depreciation Criteria form.

Figure 7-7: Configure Depreciation Criteria Form

5 Do one of the following:


! Edit any of the fields and click Modify.
! Click Delete to delete the category of assets.

Asset Down Status task


The Asset Down configuration task applies only to Remedy Asset
Management. It does not apply to the Asset Inventory module of Remedy
Help Desk.

This configuration task enables you to specify the outage definition for each
asset status. You can configure the asset status so when users set the asset
status to Down, a message will appear asking them if they want to add a
description to the outage log. No action is performed for an asset status with
a definition of Up.

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" To add asset down status definitions:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Asset Down Status, and click Configure.
The Configure Asset Down Status form appears.

Figure 7-8: Configure Asset Down Status Form

4 In the Asset Status field, select the asset status for which to define the outage
definition.
5 In the Outage Definition field, select Down.
6 Click Add. This adds an outage definition for the specified asset status.
7 Repeat the procedure to add outage definitions for each additional asset
status setting.

" To modify or delete asset down status definitions:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Down Status, and click Configure.
The Configure Asset Down Status form appears.
3 Click Select From Existing Definition.
4 In the Select Existing Definition dialog box, select an asset status, and click
OK.
The selected asset status definition is added to the form.
5 Do one of the following:
! Enter a different value in the Outage Definition field, and click Modify.
! Click Delete to delete the outage definition.

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Asset Inventory Settings task


See “Asset Management Settings task” on page 134.

Asset Management Settings task


The Asset Management Settings configuration task applies only to Remedy
Asset Management and the Asset Inventory module of Remedy Help Desk.

If you have only Remedy Help Desk and not Remedy Asset Management
installed, this configuration task is named Asset Inventory Settings.

The following default information is added to the Asset Management


Settings or Asset Inventory Settings form during installation:
! Action on Asset Submit—Determines which action occurs when an asset
is submitted. The actions are:
! None
! Modify Individual—This option closes the Submit window and opens
the request in a Modify Individual window (the default setting). This
enables the supervisor to begin creating tasks for the change request.
! Display—This option closes the Submit window and opens the request
in a Display window.
! Dataset Name—Indicates which dataset should be used as the default.
! Server Date Format—Used to calculate asset depreciation and must be in
the format the server uses. This field appears only if you have Remedy
Asset Management installed.

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The following Configure Asset Settings form shows the default settings (as a
result of clicking Show Settings).

Figure 7-9: Configure Asset Settings Form

For information about using discovery services, see the documents available
on SupportWeb:

http://supportweb.remedy.com

Click the Documents link, and specify Discovery Service as the


Product Name.

Asset Notifications Configuration task


The Asset Notifications Configuration task applies only to Remedy Asset
Management. It does not apply to the Asset Inventory module of Remedy
Help Desk.

Remedy Asset Management enables you to define asset notifications. Asset


notifications are unique combinations of asset status codes and the person to
notify, which is the asset manager, or the asset’s owner or user. You can
optionally specify the category, type, and item for the combination of the
asset status and the person to notify.

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When the status code for an asset changes, the status code value is
automatically compared with the contents of the AST:Notifications form.
When a match is found, the appropriate asset owner, user, or asset manager
on the asset record is notified of the status change. The notification is sent by
the method specified in the Configure People Definition configuration task.

Remedy Asset Management enables you to define a notification group as the


owner, user, or asset manager of an asset. This enables a notification to be
sent to all users of a shared asset, such as a photocopier. If the asset needs
repair, all those who depend on the asset can make other arrangements for
the period in which the asset is unavailable.

Note: Optionally, you can specify a particular category, type, and item for
notifications. For example, a notification will be sent to the appropriate
person or group, if you have specified that a notification should be sent
when the asset status changes to In Repair for a Category of Hardware and
a Type of Server.

The default status codes are:


! Ordered
! Received
! Being Assembled
! Deployed
! In Repair
! Down
! End of Life
! Transferred
! Delete
! In Inventory
! On Loan
! Disposed

Click Select Notifications to view the list of all combinations of asset


notifications stored in the AST:Notifications form.

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" To create asset notifications:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Asset Notifications Configuration, and click Configure.
The Configure Asset Notifications form appears.

Figure 7-10: Configure Asset Notifications Form

4 In the Asset Status field, select an asset status.


5 In the Who To Notify field, select Asset Users, Asset Owners, or Asset
Managers.
6 Optionally, select a Category, Type, and an Item.
The Category, Type, and Item lists contain the entries you created in
“Creating categorizations” on page 64.
7 Click Add to create an asset notification for this combination.
8 Repeat step (4) through step (7) to create notifications for each combination
of asset state and asset owner, asset user, or asset manager.
Click Select Notifications to view a list that contains the asset notifications
you created.

" To modify or delete asset notifications:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Notifications Configuration, and click Configure.
The Configure Asset Notifications form appears.

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3 Click Select Notifications.


A list appears containing the various notification combinations configured
for your site (including default notifications).
4 In the Select Existing Notification dialog box, select the notification to
modify or delete and click OK.
The selected notification information is added to the form.
5 Do one of the following:
! Edit any of the fields and click Modify.
! Click Delete to delete the notification.

Asset Reconciliation Configuration Console task


The BMC CMDB Reconciliation Engine is an application that consolidates
data from topology discovery, configuration discovery, and discovery
express vendors and provides a consolidated view of the data through
reconciliation. You use the Asset Reconciliation Configuration Console task
to configure the CMDB Reconciliation Engine.

For information about configuring the CMDB Reconciliation Engine, see the
BMC CMDB 1.0 Configuration Guide.

Asset Reorder Level and Lead Time Specification task


The Asset Reorder Level and Lead Time Specification configuration task
applies to Remedy Asset Management as well as the Asset Inventory module
of Remedy Help Desk.

This configuration task is used for bulk asset configuration. During this
configuration task, you can specify at what level (or quantity) a bulk item for
the specified category, type, and item combination should be reordered. For
example, you might want to reorder printer cables when their quantity drops
to 20. In addition, the number of lead days needed to reorder that particular
bulk item can also be specified on this form. This information is used to pre-
fill the Inventory Management form.

" To configure purchase reorder levels:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.

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3 Select Asset Reorder Level and Lead Time Specification, and click Configure.
The Configure Reorder Levels for Bulk Assets form appears.

Figure 7-11: Configure Reorder Levels for Bulk Assets Form

4 Select or type a Category, Type, and Item combination for the bulk item.
5 From the Base Unit list, select Case, Dozen, or Each.
6 Enter the Reorder Level.
This is the quantity at which you want to reorder this item.
7 Enter the Lead Time in Days.
This is the number of days it will take to reorder this particular item.
8 Click Add.

" To modify or delete purchase reorder levels:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Asset Reorder Level and Lead Time Specification, and click Configure.
The Configure Bulk Assets form appears.
3 Click Select Existing.
A list of existing bulk item configurations appears.

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4 In the Select Existing Reorder Level dialog box, select the item to modify or
delete, and click OK.
5 Do one of the following:
! Edit the fields you want to modify and click Modify.
! Click Delete.

Change Approvals
The Change Approvals configuration task applies only to Remedy Change
Management. It does not apply to the Change Tasking module of Remedy
Help Desk.

Remedy Change Management uses predefined approval processes to route


change requests to specific system users who are designated as approvers or
configured as managers.

Remedy Change Management includes a number of predefined approval


processes that represent various guidelines, policies, and procedures for
defining specific business approval processes within an organization; in this
case, the process of approving change requests.

The provided approval processes use the concept of categorization (category/


type/item) and location (region/site/department) for defining which
approval process, if any, to use for various types of change requests.

Remedy Change Management divides approvals into two major types:


! Non-Emergency
! Emergency

You can use one approval process for requests designated as emergency
requests and another for requests designated as non-emergency requests.
Whether a change request is to be treated as an emergency is determined by
the Emergency field in the Change Requests form when the request is created.
The approval processes that are used for emergency and non-emergency
requests are configured in the Approvals form.

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Your organization’s unique business rules will determine which type of


requests require approval and which approval process is best. As the
application administrator, you must communicate with decision-making
members of your IT organization (for example, managers, supervisors, and
directors) to make sure that the right types of requests—based on
categorization and location—are being subjected to the appropriate approval
process.

Review the non-emergency approval processes and the emergency approval


processes, as described in “Change Approvals” on page 140, then complete
the procedure for selecting both types of processes as described in “Change
Approvals task” on page 143.

After selecting an approval process for non-emergency changes, you might


have to perform additional configuration of approvers depending on your
selection, as described in “Change Approvals, Non-emergency Changes task”
on page 144.

The options for non-emergency processes, as specified in the Change


Approvals configuration task, are:
! Change Level—Associates individual approvers, or groups of approvers
known as roles, with a specific categorization (Category/Type/Item) and
location (Region/Site/Department) and also with a level number. The
level number defines the routing sequence within the approval hierarchy.
Level numbers range from 1 to 999, with 1 being the lowest level and
requiring the first approval. For example, project managers might be
defined as level 1 and division managers might be level 2. Approvers
assigned to the lowest level must approve a request before the subsequent
levels are notified that their approval is required. If an approver on a lower
numbered level rejects the change, approvers on higher numbered levels
are not notified of the approval request, and the request is rejected.
If you select this process you must later define the approvers, assign them
to a level, and decide which types of requests require approval, as
described in “To configure change level approvals:” on page 148.
Change Level is the default approval process.

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! Management Chain—Uses the requester’s manager (as defined in


“Configuring people” on page 70) as the approver when the change
request is created with categorization (Category/Type/Item) and location
(Region/Site/Department) that matches the categorization and location
that appears in the Non-emergency Change Approval form. The
categorizations are defined in “Change Approvals, Non-emergency
Changes task” on page 144.
While this is the easiest approval process to implement because it uses
information that was already defined in an earlier configuration step, it
might not be appropriate if your business rules allow all users to originate
change requests.
For example, if Joe in your shipping department wanted to upgrade the
operating system on his computer and created a change request that
required the Management Chain approval process, it would be sent to
Joe’s manager for approval. Joe’s manager is not likely to be a member of
the IT organization, and therefore might not be aware of additional issues
surrounding Joe’s request.
The Management Chain approval process is better suited for
organizations where change requests originate from IT professionals who
are responsible for analyzing and managing the systems used in your
organization.
This process relies on the manager data stored in the People Information
form being accurate and regularly maintained.
! Custom—If you need to define additional approval processes that take
into account organization-specific business rules that are beyond the
scope of the predefined processes included in the Change Management
application, you can do so by using the Remedy Approval Server product.
For information about creating custom approval processes, see the
Remedy Approval Server Guide for Users and Administrators included with
the Remedy Approval Server product.
Tip: If you create a custom process, name it Custom-Non Emergency so it is
automatically used when the change request is submitted for approval.

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Change Approvals task


The approval process for emergency change requests is also configured using
the Change Approvals configuration task. This configuration task requires
selecting one of the following options:
! Automatic—All change requests defined as emergencies (by setting the
Emergency field in the Change Request Information form to Yes) are
automatically approved.
! Supervisor Choice—During the planning phase of the change request, the
change supervisor selects the approvers for the change request.
! No Special Approval Handling—Emergency requests are treated the same
as non-emergency requests. They are subject to the approval process
designated for that type (categorization and location) of request.
! Custom—You can use the Remedy Approval Server product to design a
custom approval process. For information about defining a custom
approval process, see the Remedy Approval Server Guide for Users and
Administrators.
Tip: If you create a custom process, name it Custom-Emergency so it is
automatically used when the change request is submitted for approval.

" To select approval processes:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Change Approvals, and click Configure.
The Configure Change Approvals form appears.

Figure 7-12: Configure Change Approvals form

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3 In the Approval Process to be used for Non-emergency Changes field, select


the non-emergency approval process to use.
The default setting is Change Level. To view the current settings, click Show
Current Settings.
4 In the Approval Process to be used for Emergency Changes field, select the
emergency approval process to use.
The default setting is Automatic. To view the current settings, click Show
Current Settings.
5 Click Modify.
6 Click Back to Start, and continue the configuration of non-emergency
change requests as described in “Change Approvals, Non-emergency
Changes task.”

Change Approvals, Non-emergency Changes task


After selecting the approval processes for non-emergency and emergency
change requests, you must continue the configuration with the Change
Approvals, Non-emergency Changes configuration task. This configuration
task is used to configure the types of requests (based on categorization and
location) that will require approval.

Additionally, if you selected the Change Level approval process, you must
designate approvers and assign them to an appropriate level.

Note: The Non-emergency Change Approval form shows only the


configuration options for the non-emergency approval process you
selected in the Change Approvals configuration task—either Change
Level, Management Chain, or Custom.

Configuring management chain approvals


Perform the following steps to configure management chain approvals.

" To configure management chain approvals:


1 Make sure that the Management Chain approval process is specified in the
Change Approvals configuration task. For more information see “To select
approval processes:” on page 143.
2 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
3 Click the Advanced tab.

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4 Select Change Approvals, Non-emergency Changes, and click Configure.


The Configure Change Approvals, Non-emergency Changes form appears.
This form shows only the tab that corresponds with the process that was
selected in the procedure described in “Change Approvals task” on page 143.

Figure 7-13: Configure Change Approvals, Non-emergency Changes form -


Management Chain approvals

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5 Click New Designation.


The Approver Designation dialog box appears.

Figure 7-14: Approver Designation dialog

6 Define the scope of categorization for the Management Chain approval


process.
a Select the All Categories or the Specific Category option.
If you selected Specific Category, complete step (b).
b Define the categorization by selecting a Category, Type, and Item.
For example, if you set the Category field to Software and the Type field to
Upgrade, all change requests categorized as Software/Upgrade (regardless
of what the Item field is set to) will use the Management Chain approval
process.

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7 Define the scope of location for the Management Chain approval process.
a Select the All Locations or the Specific Location option.
If you selected Specific Location, complete step (b).
b Define the specific location by selecting a Region, Site, and Department.
For example, if you set the Region field to Singapore and leave the Site and
Department fields blank, all change requests created that have a location
defined as Singapore (regardless of what the Site and Department fields
are set to) will use the Management Chain approval process.
8 Click Add Designation.
A message appears, stating that the management chain has been added.
9 Click OK.
10 Click Close to return to the Non-emergency Change Approval form.

Modifying management chain approvals


Perform the following steps to modify management chain approvals.

" To modify management chain approvals:


1 Make sure that the Management Chain approval process is specified in the
Change Approvals configuration task. For more information see “To select
approval processes:” on page 143.
2 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
3 Click the Advanced tab.
4 Select Change Approvals, Non-emergency Changes, and click Configure.
5 The Configure Change Approvals, Non-emergency Changes form appears.
This form shows only the tab that corresponds with the process that was
selected in the procedure described in “Change Approvals task” on page 143.
6 Select the entry in the table that you want to modify.

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7 Click Modify Designation.


The Approver Designation dialog box appears.

Figure 7-15: Approver Designation dialog

8 Make any changes, and click Update Designation.


A message appears stating that the management chain has been updated.
9 Click OK.
10 Click Close to return to the Non-emergency Change Approval form.

Configuring change level approvals


Perform the following steps to configure change level approvals.

" To configure change level approvals:


1 Make sure that the Change Level approval process is specified in the Change
Approvals configuration task. For more information see “To select approval
processes:” on page 143.
2 In Remedy Application Configuration, click the Advanced tab.

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3 Select Change Approvals, Non-emergency Changes, and click Configure.


The Configure Change Approvals, Non-emergency Changes form appears.

Figure 7-16: Configure Change Approvals, Non-emergency Changes form - Change


Level approvals

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4 Click New Designation.


The Approver Designation dialog box appears.

Figure 7-17: Approver Designation dialog

5 Define the scope of categorization for the Change Level approval process.
a Select the All Categories or Specific Category option.
If you selected Specific Category, complete step (b).
b Define the categorization by selecting a Category, Type, and Item.
For example, if you set the Category field to Software and the Type field to
Upgrade, all change requests categorized as Software/Upgrade (regardless
of what the Item field is set to) will use the Change Level approval process.
6 Define the scope of location for the Change Level approval process.
a Select the All Locations or the Specific Location option.
If you selected Specific Location, complete step (b).
b Define the specific location by selecting a Region, Site, and Department.
For example, if you set the Region field to Singapore and leave the Site and
Department fields blank, all change requests created that have a location
defined as Singapore (regardless of what the Site and Department fields
are set to) will use the Change Level approval process.

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7 Click Select Approver.


The Approvers dialog box appears.

Figure 7-18: Select Approver dialog

8 Click the Role Approvers tab if you want to select a group of approvers
instead of individual approvers.
For general information about roles, or detailed information about creating
and adding information to them, see “Approval Roles” on page 155 and the
Remedy Approval Server 6.3 Guide for Users and Administrators.
9 Choose one of the following actions depending on which tab you have
selected:
! Click Search People to view the users stored in the Person Information
form. Any user with any entry in this form can be configured to be an
approver.
! Click Search Roles to view the groups of approvers stored in the Role
Definition (AP:Role) form.
Users or Roles appear in the table in the Select Approver dialog box.
10 Select the name of the person or role to designate as an approver.
You can click Complete Member List (on the Role Approvers tab only) to see
the members who are included in the selected role.

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11 Click Done.
The information for your selection appears in the Add Approver Designation
dialog box.
12 In the Level field, select the level for which this approver should be added.
If there are multiple levels, approval requests are first sent to approvers (roles
or individuals) assigned the lowest level number.
13 Click Add Designation.
14 Repeat step (7) through step (13) for each approver and for each additional
level.
15 Click Close to return to the Configure Non-emergency Approvals form.
The new designations appear in the categorization table, and the
corresponding sequenced list of approvers appears in the Approver table.

Configuring custom approvals


Perform the following steps to configure custom approvals.

" To configure custom approvals:


1 Make sure that the Custom approval process is specified in the Change
Approvals configuration task. For more information see “To select approval
processes:” on page 143.
2 In Remedy Application Configuration, click the Advanced tab.

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3 Select Change Approvals, Non-emergency Changes, and click Configure.


The Configure Change Approvals, Non-emergency Changes form appears.

Figure 7-19: Configure Change Approvals, Non-emergency Changes form - Custom


approvals

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4 Click New Designation.


The Approver Designation dialog box appears.

Figure 7-20: Approver Designation dialog

5 Define the scope of categorization for the Custom-NonEmergency approval


process:
a Select the All Categories or the Specific Category option.
If you selected Specific Category, complete step (b).
b Define the categorization by selecting a Category, Type, and Item.
For example, if you set the Category field to Software and the Type field
to Upgrade, all change requests categorized as Software/Upgrade
(regardless of what the Item field is set to) use the Custom-NonEmergency
approval process.

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6 Define the scope of location for the Custom-Non-Emergency approval


process:
a Select the All Locations or the Specific Location option.
If you selected Specific Location, complete step (b).
b Define the specific location by selecting a Region, Site, and Department.
For example, if you set the Region field to Singapore and leave the Site and
Department fields blank, all change requests created that have a location
defined as Singapore (regardless of what the Site and Department fields
are set to) use the Custom-NonEmergency approval process.
7 Click Close to return to the Non-Emergency Change Approval form.

Approval Roles
You can define approvers as individuals or roles or a combination of the two.
Roles are groups of approvers typically representing a job function or
responsibility. For example, you can define a Manager role to represent a
group of individuals in your organization who are managers and have like
authority or capabilities. Using roles enable you to save time by assigning
specific approval responsibilities to a group of users instead of having to
assign the same approval responsibilities to each individual.

Your organization’s business rules will determine whether you use individual
approvers or roles. The Remedy Approval Server enables you to work with
any combination of individuals and roles within the approval process. For
example, a list of approvers can include both individuals and roles.

For more information about approval roles, see the Remedy Approval Server
6.3 Guide for Users and Administrators.

Change Management Escalations task


The Change Management Escalations configuration task applies to the
Remedy Change Management application and to the Change Tasking
module of the Remedy Help Desk application.

If you have only Remedy Help Desk installed, this configuration task is
named Change Tasking Escalations.

The Change Management Escalations and Change Tasking Escalations


configuration tasks enable you to review and modify predefined escalations.

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" To modify escalations:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Change Management Escalations (Change Management) or Change
Tasking Escalations (Help Desk only), and click Configure.
The Change Management Escalations or Change Tasking Escalations form
appears.

Figure 7-21: Change Request Escalations form

4 Click Select Escalation.


A selection list containing the default change escalations appears.

Figure 7-22: Change Escalations list

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5 Select an escalation, and click OK.


The information for the selected escalation appears in the Change Tasking
Escalations form.
6 Modify the desired entries.
You can also disable the escalation.
7 Click Modify to save your changes.

Change Management Settings task


The Change Management Settings configuration task applies only to Remedy
Change Management and the Change Tasking module of Remedy Help
Desk.

If you have Remedy Help Desk installed and do not have Remedy Change
Management installed, this configuration task is named Change Tasking
Settings.

Figure 7-23: Configure Change Management Settings form

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The following information is automatically added to the Change


Management Settings or the Change Tasking Settings form during
installation:
! Action on Change Submit—Determines which action occurs when a
change request is submitted. The actions are:
! None—Closes the change request you submitted, and displays a new
empty Change Request Information form.
! Modify Individual—Closes the New view of the change request you
submitted, and opens the change request in a Modify Individual
window. This enables you to begin creating tasks for the change
request.
! Display—Closes the New view of the change request you submitted,
and opens the change request in a Display window.
! Auto-close Days—The number of days a change request will remain in the
Resolved state before the status is automatically set to Closed. The default
setting is 15.
! Business Hours Selection—Determines whether to use company hours or
assignee hours to calculate times associated with change tasks (for
example, escalations and time to resolve). If you select the Use Company
Hours option, you must specify the company tag name in the Business
Hours Tag field.
! Business Hours Tag—If you want to use the default option (Use
Company Hours) in the Business Hours Selection section, enter your
company tag name in this field, and then click Modify.

Important: You must perform the Business Hours Workdays and Business
Hours Holidays configuration tasks for the company’s daily hours and
holidays, as described in “Workday business hours” on page 95 and
“Holiday hours” on page 99. The company name in the Tag fields of the
two forms must be identical.

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! Enforce Change Dependency—Specifies the type of enforcement applied


to change dependencies. The options are None, Warning (the default
setting), and Error. This field is present only if you have Remedy Change
Management installed.
! Enable Relate Assets Prompt—Specifies whether a prompt to relate assets
appears when the status of the change is changed to Planning. This field is
present only if you have Remedy Change Management installed and is
applicable only if you have Remedy Help Desk or Remedy Asset
Management installed.

Change Tasking Escalations task


See “Change Management Settings task” on page 157.

Change Tasking Settings task


See “Change Management Settings task” on page 157.

Charge-back Time Periods task


The Charge-back Time Periods configuration task applies only to Remedy
Asset Management.

This configuration task is used to specify the time period for charge-back of
costs of assets to cost centers or business organizations. Past time periods
cannot be changed.

" To configure charge-back time periods:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.

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3 Select Charge-back Time Periods, and then click Configure.


The Configure Charge-back Time Periods form appears.

Figure 7-24: Configure Charge-back Time Periods Form

4 Click Show Current Settings.


Information about the current charge-back period appears in the Configure
Charge-back Time Periods form. If you have not changed the current charge-
back time period, the default time period of Quarterly appears.
5 In the Time Period Type field, select Monthly, Quarterly, or Manual.
6 If you selected Manual as the time period, enter the period end date. The
period start date is calculated by the application.
7 Click Modify, and then click OK in the confirmation message.

When you first install Remedy Asset Manager, you can use the following
procedure to configure charge-back periods that match your company’s
quarterly schedule. For example, if you install the application in the middle
of April, and your company’s quarter runs from February to April, you can
set Remedy Asset Manager to match that quarterly schedule. First, you set the
time period as Manual, and you enter an end date that coincides with the end
of your company’s current quarter. After that time period is over, you close
the current period, and then you open a new period that is set to Quarterly.
You only need to do this when you first set up charge-back periods at your
company.

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" To set initial charge-back periods to match your company’s quarterly


schedule:
1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab, and then select Charge-back Time Periods.
3 Click Configure, and then click Show Current Settings.
4 In the Time Period Type field, select Manual.
5 Enter the period end date.
The period start date is calculated by the application.
6 Click Modify, and then click OK in the confirmation message.
7 After the current period ends, close the current period.
a Open the Remedy Asset Management console.
b Click Manage Costs.
c Click Reports.
d Click the Step 3 Close Current Period tab.
e Click Close Current Period, and then click Yes in the confirmation
message.
f Enter the next Period End Date in the Charge-back Date dialog box, and
then click Save.

8 Open Remedy Application Configuration, as described in “Opening Remedy


Application Configuration” on page 58.
9 Click the Advanced tab, and then select Charge-back Time Periods.
10 Click Configure, and then click Show Current Settings.
11 In the Time Period Type field, select Quarterly.
12 Click Modify, and then click OK in the confirmation message.
The time periods are now set as quarterly. To verify the new time period,
open the Remedy Asset Management console, and then click Manage Costs.
The dates for the new time period appear in the Period Start Date and Period
End Date fields.

Company and Contact Configuration task


The Company and Contact Configuration task applies only to Remedy Asset
Management, Remedy Change Management, and the Asset Inventory
module of Remedy Help Desk.

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This configuration task enables you to enter information about the


companies from whom you obtain your assets and the services these
companies provide for you. The Configure Companies form contains four
required fields: Company ID, Company Name, Company Type, and Status,
for information about the company you are configuring.

The Configure Companies form also contains sections where you can specify
detailed information such as the company address, personnel contacts,
phone numbers, email addresses, and web pages. Contact information is
stored in the SHR:Contact form. The Configure Companies form also
contains related contract information. The Miscellaneous tab on this form
stores additional information about the company, such as the number of
days it takes the vendor to deliver an asset, the company’s hours of operation,
their time zone, and so on.

" To configure companies:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Company and Contact Configuration, and click Configure.
The Configure Company and Contact Information form appears.

Figure 7-25: Configure Company and Contact Information Form

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4 Enter a unique alphanumeric identifier for the company in the Company ID


field.
5 Enter the name of the company in the Company Name field.
6 In the Status field, select Current, Inactive, or Evaluating as the status of your
relationship with the company.
7 In the Company Type field, select the type of company.
The options are:
! Vendor
! Manufacturer
! Supplier
! Leasing
! Customer
! Outsourcer
! Maintenance
! Other

8 Click the Location tab, and enter location information.


For information about configuring cities, postal codes, and states, see
“Configuring countries” on page 114, “Configuring states and provinces” on
page 116, and “Configuring postal codes” on page 118.
9 Click the Miscellaneous tab, and enter additional information about this
company.
10 Click Add to create a company entry.
11 Repeat step (4) through step (10) for each company from whom you receive
assets or services related to your organization’s assets.

" To add contact information:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Company and Contact Configuration, and click Configure.
The Configure Company and Contact Information form appears.
3 Click Select Company.

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4 Select the company for which you want to create contact information, and
click OK.
The information for the company appears in the Configure Company and
Contact Information form.
Note that the Contacts tab is available.
5 Click the Contacts tab, and click Add.
The Contact Information dialog box appears.

Figure 7-26: Contact Information Dialog Box

6 Enter information in the following required fields:


! Full Name—Enter the full name of the contact person.
! Company Name—Enter the name of the company.
! Status—Select a status for the contact person.
! Company ID—Enter an ID for the company.
! Notification Method—Select a method by which you want to notify the
contact person. If you select Email, information must be entered in the
Email field on the Contact Details tab.
! Contact Type—Select the type of contact.

7 Enter information in the optional fields.


8 Click Save.

" To modify or delete companies and contacts:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Company and Contact Configuration, and click Configure.
The Configure Company and Contact Information form appears.

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3 Click Select Company.


A list of companies you have configured appears.
4 Select the company that you want to modify or delete, and click OK.
The information for the company appears in the Configure Company and
Contact Information form.
5 Do one of the following:
! Edit the fields and click Modify.
! Click Delete.

Configure Survey Questions task


The Configure Survey Questions configuration task applies only to Remedy
Help Desk.

The Requester Console contains a link that opens a survey where customers
of your organization’s help desk can rate the service they received. Requesters
do not have access to the survey until they set the status to Closed. This
setting enables requesters to modify their requests without having a write
license.

The Survey Questions form enables you to configure up to four questions


that are presented to the requester when the case is moved to a status of
Closed.

" To create survey questions:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.

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3 Select Configure Survey Questions, and click Configure.


The Configure Survey Questions form appears.

Figure 7-27: Configure Survey Questions form

4 Click Select Questions.


The Select Survey Question dialog box appears.
5 Click OK.
The sample questions appear in the Configure Survey Questions form.
6 You can modify or delete a set of survey questions.
Do one of the following:
! Modify the survey questions by typing over them, then click Modify.
! Click Delete to delete the survey questions.
! If the question fields are blank, enter the questions you want the survey to
contain, then click Add.
Note: At this time, it is possible to have only one set of four questions at a
time. If the question fields are blank, you can add up to four questions. If
there are already questions in the question fields, you can either retain
them or you can modify them.

Cost Categorization task


The Cost Categorization configuration task applies only to Remedy Asset
Management and Remedy Change Management.

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For Remedy Asset Management, this configuration task adds custom cost
categories and cost types to lists for corresponding fields in the Cost record
on the Financials tab of the asset type forms.

For Remedy Change Management, this configuration task adds cost


categories and cost types to lists for corresponding fields in the Costs record
on the Cost tab of the Change Request Information form.

The unique cost category and cost type combinations you define using this
configuration task are available to the change manager, asset manager, and
the support staff from their respective consoles.

" To configure cost categorizations:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Cost Categorization, and click Configure.
The Configure Cost Categorization form appears.

Figure 7-28: Configure Cost Categorization Form

4 In the Cost Category field, enter the custom cost category to add.
5 In the Cost Type field, enter a type for the cost category.
6 In the Cost Type Key field, enter the cost type key.

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Important: The Cost Type Key field is the system name for the Cost Type and
should not be changed. The Cost Type can change based on different
languages, but the value in the Cost Type Key field should remain the same
as workflow uses the key values rather than the display values.

7 Select a status for the cost category and type.


8 In the Cost Class field, select a class for the cost category and type. The class
you select from the following list of classes updates a hidden field on the asset
type forms.
Note: This field is not used by Remedy Change Management.

! Lease—generates a cost entry from a lease contract, if there are assets or


components related to the contract.
! Maintenance—generates a cost entry from a maintenance contract, if
there are assets or components related to the contract.
! Purchase Price—determines whether the depreciation cost will be used
charge-back for the cost entry of this cost class.
! Software License—generates a cost entry from a software lease contract, if
there are assets or components related to the contract.
! Support—generates a cost entry from a support contract, if there are assets
or components related to the contract.
! Warranty—generates a cost entry from a warranty contract, if there are
assets or components related to the contract.
! Other—specifies that no cost entry will be created.

9 In the Cost Description field, enter a description for the cost category and
cost type.
10 Click Add.

" To modify or delete cost categorizations:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Cost Categorization, and click Configure.

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3 Click Select Cost Categorization.


The Select Cost Category dialog box appears.

Figure 7-29: Select Cost Category Dialog Box

4 Select the cost category to modify or delete, and click OK.


The information for the cost category appears in the Configure Cost
Categorization form.
5 Do one of the following:
! Edit the fields and click Modify.
! Click Delete.

Cost Centers task


The Cost Centers configuration task applies only to Remedy Help Desk,
Remedy Asset Management, and Remedy Change Management.

Cost centers are used to identify which business units to charge the cost to.
Cost centers can be configured as a hierarchy to allow for cost allocation or
the splitting of costs within cost centers. The cost center hierarchy is a source
and target relationship (similar to parent-child where the source is the parent
and the target is the child) between cost centers. The target and source
relationship defines how the cost for the source cost center is split or
allocated to the target cost centers. A source cost center with target cost
centers is called a split cost center.

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The Source and Target cost center relationship is limited to one level. A cost
center can be only a source or a target cost center, but not both. You can
optionally specify target cost centers for source cost centers, depending on
the allocation method.

You must specify one of the following allocation methods for source cost
centers.
! None—No allocation is needed so no target cost centers can be defined.
This is the default allocation method.
! Equal Distribution—Costs are equally distributed to the target cost
centers. You do not specify the distribution percentage for the target cost
centers.
! User-Defined Percentage—You must specify the distribution percentage
for each target cost center. The total distribution percentage among the
target cost centers is not required to be 100%, but cannot exceed 100%.

When you create cost centers and target cost centers, keep the following
points in mind:
! You cannot use the default cost center (“Unallocated”) as a target cost
center.
! You cannot use obsolete cost centers as source cost centers or target cost
centers.
! Target cost centers cannot belong to more than one source cost center.
! Source centers cannot be used as target cost centers. For example, a source
center cannot be its own target cost center.

You can add target cost centers only after selecting the equal distribution or
user-defined percentage allocation method. The allocation value is
determined by a percentage from the source cost center. The percentage is
stored in the Distribution Percentage field on the Cost Center form for a
target cost center.

When the Allocation Method is Equal Distribution, the Distribution


Percentage of the target cost centers will be divided equally, based on 100%.
Distribution percentages are recalculated when a target cost center is added
or removed only if the source cost center and the target cost center have a
status value of Active.

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For the allocation method of Equal Distribution, the Distribution Percentage


will be calculated by dividing 100 by the number of active target cost centers
related to the active source cost center. Recalculation occurs on source cost
centers and target cost centers that have a status value of Active.

" To configure cost centers:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Cost Centers, and click Configure.
The Configure Cost Centers form appears, containing the default cost
centers and cost centers you have added.
Note: The default cost center with a cost center code of Unallocated cannot
be deleted.

Figure 7-30: Configure Cost Centers Dialog Box

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4 Click Add.
The Cost Center form appears.

Figure 7-31: Cost Center Form

5 In the required Cost Center Code field, enter a unique cost center code, such
as SPLT-8200 for a split cost center, or ENG-2000 for engineering, and MRT-
3000 for marketing for target cost centers. This entry is added to lists for cost
center fields.
6 Select a Status.
7 Enter information in the following optional fields.
a Enter a cost center name and a description.
b Enter the cost center owner, or press ENTER to select a user you added
following the procedure described in “Configuring people” on page 70.
Tip: You must save a new split cost center before you can specify an allocation
method and add target cost centers for it.

8 Click Save.
9 The Configuring Cost Centers form appears, containing the cost center you
configured in the table. To make this a split cost center, continue with the
procedure described in “To add target cost centers:” on page 173.

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" To add target cost centers:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Cost Centers, and click Configure.
The Configure Cost Centers form appears.

Figure 7-32: Configure Cost Centers Form

3 Select the cost center for which to add target cost centers, and click Modify.
Note: You cannot modify cost centers with a status of Obsolete.

The Cost Center form appears.

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4 In the Allocation Method field, select Equal Distribution or User-Defined


Percentage.

Figure 7-33: Cost Center Form

5 Click Add.
The Searching For Cost Centers dialog box appears.
a Enter search criteria for the cost center and click Search.
For example, to search for all cost centers for marketing, type Marketing in
the Cost Center Name field before clicking Search.
b In the Results List, select the cost centers to configure as target cost centers.
c Click Return Selected.
The specified target cost centers appear in the table on the Cost Centers form.
6 If you selected the User-Defined Percentage allocation method, you must
specify the percentage for each target cost center.
a Select a target cost center.
b Click View.
c In the Distribution percentage field, enter the distribution percentage for
this target cost center.
d Click Save.

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7 Click Save.
The target cost centers are configured and the Configure Cost Centers form
appears.

" To modify, delete, or remove cost centers:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Cost Centers, and click Configure.
The Configure Cost Centers form appears.

Figure 7-34: Configure Cost Centers Form

3 You can modify or delete a cost center, and modify or remove a target cost
center.
a To delete a cost center, select the cost center, and click Delete. This
completes this procedure.
Note: You can only delete cost centers with a status of Proposed.

b To modify or remove a target cost center, select a cost center, and click
Modify.
Note: You cannot modify cost centers with a status of Obsolete.

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The Cost Center form appears with the target cost center and source cost
center information.

Figure 7-35: Cost Center Form

4 You can modify or remove a target cost center.


a To modify a target cost center, select the target cost center, click View, edit
the fields, and click Save.
b To remove a target cost center, select the target cost center, and click
Remove.
This removes the association between the source cost center and the target
cost center. The target cost center will become a source cost center, and
can be added as a target cost center for another source cost center.

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Define Summary Definitions task


The Define Summary Definitions configuration task applies only to Remedy
Help Desk and Remedy Change Management.

Requesters and support technicians can use either predefined summaries or


type directly into the Summary field to describe problems or questions for
which they want service. The Summary field is available to requesters in the
New Request form in the Requester Console. Support staff can access the
Summary field in the Help Desk Case form, the Remedy Support New
Request form, and the Change Request Information form.

This configuration step enables you to define items in the list for the
Summary field in each of the previously mentioned forms and associate
categorization with each summary. When requesters or support staff select
the summary that matches their request, the categorization (category, type,
and item) associated with the problem is auto-generated and the automatic
assignment process is initiated.

Typically, the summary definitions are used for the most common problems
and requests that occur in your organization. For requests that are not
covered by predefined summaries, the requester has the option of typing a
description of the problem rather than selecting a predefined summary.

The Define Summary Definitions configuration task also enables you to


define keywords that correspond with categorization. If the requester types a
description of the problem, and uses one of the keywords, the categorization
(category, type, and item) associated with the keyword is auto-generated and
the automatic assignment process is initiated.

The sample data that is optionally installed when you install the application
includes predefined summaries. You can modify or delete these summaries
(as described in “To modify or delete request summaries” on page 180) or
create new summaries for your organization’s common service requests (as
described on “To define request summaries:”).

Note: With Remedy Change Management, the sample data includes change
request summaries and predefined task templates that support integration
between the BMC® Service Impact Manager and Remedy Change
Management. These templates can be used to request creation,
modification, or deletion of objects in the service model, or publication of
service model changes to production.

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You can also complete the procedure described in “To create summary
keyword associations:” on page 179 to associate keywords with
categorizations to automatically assign requests where items in the Summary
list are not used by requesters.

" To define request summaries:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Define Summary Definitions, and click Configure.
The Define Summary Definitions form appears.

Figure 7-36: Define Summary Definitions form

4 Click the Define Summary tab.


5 Select Active for the status.
6 Select Change Request or Help Desk Case for the module to which you want
this summary to apply.

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7 Enter a summary of the request in the Summary field.


The text that you type in this field appears in the Summary list in the
Requester Console, and either the Help Desk Case form or the Change
Request Information form (depending on your selection in step (6) of this
procedure).
8 Enter a detailed description of your summary in the Details field.
9 Click the Define Keywords tab.
10 Select the categorization associated with the summary from the lists on the
Category, Type, and Item fields (these lists contain the entries you created in
“Creating categorizations” on page 64).
For example, if the summary is “Cannot connect to server FS12,” the
corresponding categorization is:
Category—Hardware
Type—Server
Item—FS12
The categorization is used to auto-assign requests to the appropriate support
group or individual who is configured with skills that match this
categorization (as described in “Assigning responsibilities to support
groups” on page 86, and “Assigning responsibilities to support individuals”
on page 91).
11 Click Add.
This summary is added to the list on the Summary field in the Requester
Console, and either the Help Desk Case form or the Change Request
Information form.

" To create summary keyword associations:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Define Summary Definitions, and click Configure.
The Define Summary Definitions form appears.
3 Click the Define Summary tab.
4 Select Active option for the status.
5 Select Change Request or Help Desk Case for the module to which you want
this summary to apply.
6 Click the Define Keywords tab.
7 Enter up to five keywords that are likely to be used by the requester or the
support person.

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8 Click the Define Keywords tab.


9 Select the categorization associated with the keywords from the lists on the
Category, Type, and Item fields (these lists contain the entries you created in
“Creating categorizations” on page 64).
The categorization is used to auto-assign requests to the appropriate support
group or individual who is configured with skills that match this
categorization (as described in “Assigning responsibilities to support
groups” on page 86, and “Assigning responsibilities to support individuals”
on page 91).
10 Click Add.
This summary is added to the list for the Summary field in the Requester
Console, and either the Help Desk Case form or the Change Request
Information form.

" To modify or delete request summaries


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Define Summary Definitions, and click Configure.
The Define Summary Definitions form appears.
3 Click Select Summary.
A list of the summaries you defined (and the sample summaries optionally
installed with the application as sample data) appears.
4 Select the summary that you want to modify or delete, and click OK.
The information associated with the selected summary appears in the Define
Summary Definitions form.
5 You can modify or delete a defined summary.
Do one of the following:
! Modify the summary information, and click Modify.
! Click Delete to delete a defined summary.

Help Desk Escalations task


The Help Desk Escalations configuration task applies only to Remedy Help
Desk.

This configuration task enables you to modify the predefined escalations


supplied with Remedy Help Desk.

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" To modify Help Desk Escalations:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Help Desk Escalations, and click Configure.
The Help Desk Escalations form appears.

Figure 7-37: Help Desk Escalations form

4 Click Select Escalation.


A selection list appears that contains the default help desk escalations.

Figure 7-38: Help Desk Escalations list

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5 Select an escalation, and click OK.


The information associated with the selected escalation appears in the Help
Desk Escalations form.
6 Modify the desired entries.
You can also select No in the Enable? field to disable the escalation from this
form.
7 Click Modify to save your changes.

Help Desk Settings task


The Help Desk Settings configuration task applies only to Remedy Help
Desk.

The following information is automatically added to the Help Desk Settings


form during installation:
! Auto-close Days—Specifies the number of days a help desk case will
remain in the Resolved state before the status is automatically set to
Closed.
! Set Arrival Time—Specifies when the arrival time field is set: either when
the new form is opened (On Open) or when the new request is sent (On
Send).
! Business Hours Selection—Specifies whether to use company hours or
assignee hours to calculate times associated with help desk cases (for
example, escalations and time to resolve). If you select the Use Company
Hours option, you must specify the company name in the Business Hours
Tag field.
! Business Hours Tag—If you want to use the default option (Use
Company Hours) in the Business Hours Selection section, enter your
company name in this field and then click Modify.

Important: You must perform the Business Hours Workdays and Business
Hours Holidays configuration tasks for the company’s daily hours and
holidays as described in “Workday business hours” on page 95 and
“Holiday hours” on page 99. The company name in the Tag fields of the
two forms must be identical.

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The following Configure Help Desk Application Settings form shows the
default settings that appear as a result of clicking Show Current Settings.

Figure 7-39: Configure Help Desk Application Settings form

Predefined Change Templates task


The Predefined Change Templates configuration task is present only if
Remedy Change Management is installed, but is used only if Remedy Asset
Management is also installed.

The Configure Predefined Change Templates form applies to the following


areas of Asset Management. The fields mentioned are located on the
corresponding asset form.
! Purchase requisition—If Yes is selected for the Install Needed? field,
change request templates defined using this form are added to the list for
the Change Type field.
! Schedule—A change request template defined using this form can be
selected for the Change Type field when defining schedule criteria.

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! Configuration approval process—A change request template defined


using this form can be selected for the Change Type field when defining a
configuration approval process.
! Lease Contract—A change request template defined with this form can be
selected for the Change Type field when defining a lease contract process.
On the End of Lease tab of a lease contract, the End of Lease field contains
a menu of defined change templates.

" To create change request templates:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select Predefined Change Templates, and click Configure.
The Configure Predefined Change Templates form appears.

Figure 7-40: Configure Predefined Change Templates form

The values you enter in the Configure Predefined Change Templates form
will be used to populate the Change Request Information form and the
Change Task form.
4 In the CR Template Name field, enter a name for the template.
5 In the Summary field, enter or select a summary for the change request that
will be created when the template is used.

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6 In the Description field, enter a detailed description of the change request


that will be created when the template is used.
7 In the Login field, enter the login name of the requester.
8 In the Name field, enter the full name of the requester.
9 Select a task in the Task Template Title field, or type in a description of the
task. This is used to create and associate a set of change tasks.
The remainder of the fields on the Configure Predefined Change Templates
form are optional.
10 Select a status. The Status field is typically set to New when a request is
created, the change supervisor will update the status field as the change
request progresses.
11 Select a priority according to the urgency of the change request.
12 Enter a Planned Start Date. If you leave this field blank, the current date is
entered. The change supervisor can reset this date during the planning stage
of the request.
13 Enter a Planned End Date. This field is left blank if you do not enter a value
here. The change supervisor can enter a value for this date during the
planning stage of the request.
14 Enter location information:
! If you select Local in the Scope field, you can specify the Region, Site,
Department, and Office.
! If you select Global in the Scope field, the change is assumed to be
necessary for the entire organization. You do not need to enter
information in the Region, Site, Department, and Office fields.

15 In the Application Name field, enter the name of the application that the
change request relates to, for example, Asset Management.
16 Select or type the three-tiered categorization for this task in the Category,
Type, and Item fields.
The lists for the Category, Type, and Item fields contain the entries you made
in “Creating categorizations” on page 64.
17 Click Add to add your template to the Predefined Change Request Templates
list.

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" To modify or delete change request templates:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Predefined Change Templates, and click Configure.
The Change Predefined Change Templates form appears.
3 Click Select Change Template.
The Select Predefined Change Request Template dialog box appears.

Figure 7-41: Select Predefined Change Request Template dialog

4 Select the change request template to modify or delete, and click OK.
The details of the selected change request template appear in the Configure
Predefined Change Templates form.
5 Do one of the following:
! Modify the desired entry, and click Modify.
! Click Delete.

Predefined Task Templates task


The Predefined Task Templates configuration task applies to Remedy
Change Management, and the Change Tasking and Help Desk modules of
Remedy Help Desk.

You can create task templates that contain frequently repeated tasks to
simplify creation of the tasks contained in the templates. These templates are
created during the configuration process and are available to change
supervisors and help desk support staff from the Change Requests form and
the Help Desk Case form. Multiple tasks are assigned to a task template,
which is given a title (for example, Upgrade Network Router).

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The following tasks are associated with the Upgrade Network Router Task
Template:
! Configure router
! Schedule network downtime
! Install router
! Test configuration on production network

You can also create task templates that contain a single task and you can use
multiple templates in a single change request or help desk case.

Note: With Remedy Change Management, the sample data includes change
request summaries and predefined task templates that support integration
between the BMC Service Impact Manager and Remedy Change
Management. These templates can be used to request creation,
modification, or deletion of objects in the service model, or publication of
service model changes to production.

" To create Predefined Task templates:


1 Open Remedy Application Configuration, as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.

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3 Select Predefined Task Templates, and click Configure.


The Configure Predefined Task Templates form appears.

Figure 7-42: Configure Predefined Task Templates form

4 Select Change Request or Help Desk Case in the Process Name field.
This field determines the type of requests for which this task template will
apply.
5 In the Task Name field, enter a title for the template.
6 In the Short Description field, enter a description of the template.
7 Enter a detailed description of the template (and the tasks contained within
the template) in the Detailed Description field.
8 Describe the implementation plan for this task in the Task Plans field.
9 Select the three-tiered categorization for this task in the Category, Type, and
Item fields.
The lists for the Category, Type, and Item fields contain the entries you made
in “Creating categorizations” on page 64.

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10 In the Sequence field, enter a number.


This number will be used as the default sequence value for dependent tasks
created using this predefined task template. This field is only visible if you
have Remedy Change Management installed. (This field can be used for help
desk tasks if you have Remedy Change Management installed in addition to
Remedy Help Desk.) However, only Remedy Change Management allows
you to enforce this sequence value between dependent change tasks.
11 Click Add.
12 Repeat step (6) through step (11) for each remaining task to add to the
template.

" To modify or delete Predefined Task templates:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select Predefined Task Templates, and click Configure.
The Configure Predefined Task Templates form appears.
3 Select Change Request or Help Desk Case in the Process Name field.
The value in this field affects the list of templates you will see in step (5).
4 Click Select Predefined Tasks.
The Predefined Tasks Selection dialog box appears.

Figure 7-43: Predefined Tasks selection dialog

5 In the Show Predefined Tasks For field, select the entry to modify or delete.
The short descriptions and sequences of the tasks associated with the selected
template appear in the table.

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6 Select the task to modify or delete, and click OK.

Figure 7-44: Predefined Tasks selection dialog

The details of the selected task appear in the Configure Predefined Task
Templates form.
7 Do one of the following:
! Modify the desired entry, and click Modify.
! Click Delete.

TCO Define Cost Rates task


The TCO Define Cost Rates configuration task applies only to Remedy
Change Management.

Remedy Change Management enables you to configure costs associated with


change requests in two ways:
! By Categorization
! By Assignee Notification Group

Costs defined by category can be associated with change requests based on


the request’s categorization (category/type/item as defined in the Change
Request or Change Task forms). The configuration of costs can be defined as
an hourly rate or a flat rate to complete the job.

Costs defined by group are also based on an hourly rate or as a flat rate, but
instead of being associated with requests based on categorization, they are
associated with the notification group assigned to resolve the request.

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Additionally, the costs associated with groups can be further defined by the
location of the group (as defined by the group’s Region/Site/Department in
the Configure Groups form). For example, a group that is based in New York
City might have significantly higher operational costs (salaries, office space)
than a group based in Ohio.

" To define cost rates by category:


1 Open Remedy Application Configuration as described in “Opening Remedy
Application Configuration” on page 58.
2 Click the Advanced tab.
3 Select TCO Define Cost Rates, and click Configure.
The Configure Cost Rate form appears.

Figure 7-45: Configure Cost Rate form

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4 Click Add.
The Define Incident Costs dialog box appears.

Figure 7-46: Define Incident Costs dialog

5 Click the By Category tab.


6 In the Incident field, select Change Requests.
7 Select the categorization (category, type, and item—all are required) with
which you want this cost definition associated.
8 Define the cost as a flat rate, an hourly rate, or both:
! To define a flat rate, enter the cost that your organization assigns to the job
in the Flat Rate Cost field.
! To define an hourly rate, enter the cost per hour that your organization
assigns to the job in the Hourly Cost field.

9 Click Save, then click OK.


10 Click Close.
The Configure Cost Rate form appears with the cost rate you just created in
the table. All the cost rates in this table are available to the change manager
and to the support staff from their respective consoles.

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" To define cost rates by assignee group:


1 In Remedy Application Configuration, click the Advanced tab.
2 Select TCO Define Cost Rates, and click Configure.
The Configure Cost Rate form appears.
3 Click Add.
The Define Incident Costs dialog box appears.
4 Click the By Group tab.

Figure 7-47: Define Incident Costs dialog - By Group tab

5 In the Group Name field, select a notification group from the list.
The list contains the notification groups that you defined in “Defining
groups” on page 75.
6 Define the scope of location for the selected notification group.
a Select All Locations or Specific Location.
If you selected Specific Location, complete step (b).
b Define the location by selecting a region, site, and department.
If you specify a region and a site and leave the department field blank, the
cost will be associated with the group responsible for responding to
requests from the specified site.

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7 Define the cost either as a flat rate or an hourly rate.


Tip: You must enter an amount in either the Flat Rate Cost or the Hourly
Cost field.

! To define a flat rate, enter the cost that your organization assigns to the job
in the Flat Rate Cost field.
! To define an hourly rate, enter the cost per hour that your organization
assigns to the job in the Hourly Cost field.
This cost can be associated with every change request assigned to a group
responsible for the location that matches the location defined in step (6).
8 Click Save, then click OK.
9 Click Close.
The Define Incident Costs form appears with the cost rate you just created in
the table. All the cost rates in this table are available to the change manager
and the support staff from their respective consoles.

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Appendix

A Installation issues

This section describes some of the problems that you might encounter
during the installation process and describes the log files that are created
during installation.
Topics include:
! Troubleshooting the installation (page 196)
! Installation logging (page 197)
! Post-installation tasks for SLA administrators (page 199)

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Troubleshooting the installation


This section provides information about troubleshooting installation of
Remedy ITSM applications.

Group form not detected


If the installation process could not add application group definitions, the
following message appears:

Warning: Attempted to load the user access control groups but the Group form
could not be loaded or was not detected.

If there is a problem loading permission groups into the Group form


(because of a rename, for example) the permission groups can be found in
the data files listed in the following table. Each file is language specific, and
can be found in the <locale>/workflow directory for each application.

Groups must be imported into the AR System server before you install the
Remedy ITSM applications.

File Name Used in Used in Used in Used in


Remedy Remedy Assert Remedy Change Remedy
Help Desk? Management? Management? SLA?
group402.arx No Yes Yes No
group480.arx Yes Yes Yes Yes
group481.arx Yes Yes Yes Yes
group482.arx Yes Yes Yes Yes
group483.arx Yes No No No
group484.arx No Yes No No
group485.arx No No No Yes
group486.arx No Yes No No

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Installation logging
Remedy ITSM applications leverage the features of the Remedy Installation
Kit (RIK), which facilitates easier installations and greater logging
capabilities. The logging module is used by AR System and application
installers to log notes, warnings, error messages, and other information. This
section describes these log files, including their location, the types of
information they contain, and how to read the information.

Remedy ITSM application log files


Remedy ITSM applications have associated log files that contain
comprehensive details for each component, including user prompts and
answers, and any outputs from programs running at the time of installation.
These log files are stored by default in:
! Windows: <install_dir>\Logs
! UNIX: <install_dir>/Logs

The install log files are:


! helpdesk_inst.log
! change_inst.log
! asset_inst.log
! sla_inst.log

Remedy Installation Kit log files


The Remedy Installation Kit (RIK) creates summary, detailed, and error log
files. Remedy ITSM RIK log files are stored in:
! Windows: <install_dir>\Logs
! UNIX: <install_dir>/Logs

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Summary log files


The following files contain a top-level summary of all imported components,
including a line-by-line success/fail tally for each .def and .arx file. At the end
of the log for each component is a summary table indicating the total number
of objects, number of objects that imported successfully, and number of
objects that failed to import.
! RemedyHelpDesk.html
! RemedyChangeManagement.html
! RemedyAssetManagement.html
! RemedyServiceLevelAgreements.html

Detailed log files


The following files contain detailed status information about the import of
all components, including user prompts and answers.
! RemedyHelpDesk.log
! RemedyChangeManagement.log
! RemedyAssetManagement.log
! RemedyServiceLevelAgreements.log

Error log files


The following files contain an extract of the error and warning messages from
the log files.
! RemedyHelpDesk_error.log
! RemedyChangeManagement_error.log
! RemedyAssetManagement_error.log
! RemedyServiceLevelAgreements_error.log

Using log files to troubleshoot an installation


Error and warning messages have [MESSAGETYPE] prefixes, for example,
[ERROR] or [WARNING] that indicate the category of the message. Included
with the prefix is a timestamp or called routine, if applicable. Installation step
outline have no prefixes.

You can monitor the last update to the log files to make sure an installation
is still running.

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" To troubleshoot an installation:


1 Review the summary log file (<app_name>.html) for failures. Search for
“Failed.”
2 If you find any errors, review the error log file (<app_name>_error.log) for
details about the errors.
3 If you find an indication of cascading failures, review the application log file
(<app_name>.log) to obtain more complete information about the source of
the errors.
4 If you find any errors, review the arerror.log file and the database error logs
to determine the source of installation errors.

Post-installation tasks for SLA administrators


After you install the Remedy SLA application, perform the following post-
installation tasks:
! Change the SLA prefix
! Use availability SLAs with custom applications
! Automatically attach records to availability SLAs

Changing the SLA prefix


For SLA names to be unique, you must provide an SLA ID with a prefix that
is unique. This is required to export and import unique SLAs from one server
to another.

You cannot import SLAs to a machine that contains SLAs with the same ID
as other SLAs. By providing a unique prefix, you can plan better for future
imports.

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" Changing the SLA prefix:


1 Log in to Remedy User.
2 Open the SLA: Config form.
The SLA:Config form appears.

Figure A-1: SLA: Config form

3 In the SLA ID Prefix field, specify a unique prefix.


Prefixes can be a maximum of five characters long.
4 In the Last SLAID field, provide the range from which you want the SLA IDs
to start the numbering process. For example, if you specify 100 in the Last
SLAID field, the next SLA would be 101.
5 Click Save.

Using availability SLAs with custom applications


Remedy SLA is configured to allow you to attach availability SLAs to the
Sample SLA application or the Asset Management application (if you have
installed it). To create the interface that allows you to manually attach
availability SLAs to your custom application, follow the steps listed in the
following procedure.

You are using the sample SLA:Service Request application as the form that
you can customize to use availability SLAs with your custom application.

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The current SLA_Attach form has three table fields for the SLA: Service
Request form that is shipped with the SLA application. The tables are stacked
together and include the following:
! SLA_Attach_ServiceRequest_Table
! SLA_Attach_ServiceRequest_All_Outer_Table
! SLA_Attach_ServiceRequest_Outer_Table

To view the tables that are stacked beneath each other, drag the top table and
move it.

" To create the attach feature to use availability SLAs with your custom
application:
1 Create three new table fields by performing the following steps:
a Log in to Remedy Administrator.
b Select the SLA:Attach form and double-click it to open the form.
c Drag and move the tables until you see the
SLA_Attach_ServiceRequest_Table.
d Select the table, right-click on the form, and select Table Field.
A new table appears.
e Double-click the table and click the Database tab.
f In the Name field, enter the name of the table using the following naming
convention: SLA_Attach_CustomApp_Table.
g Click the Table Property tab.
h From the Form list, select the custom application for which you want to
add the table.
i From the Fields on Form List, select the fields that you want to add to the
table and click Add.

Important: You must add two of the following required fields to your table:
any field that you want to define as a unique identifier, for example, Case
ID and SLA Name.

j Open the Field Properties window for SLA_Attach_ServiceRequest_Table


and click the Table Property tab.
k From the Qualification field, copy the qualification string and paste it in
the Qualification field of your new table.

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l Close the Field Properties window.


m Click the new table you are creating and double-click the SLA Name
column.
The Field Properties - Column dialog box appears.
n Click the Database tab.
o In the Name field, enter the column name using the following naming
convention: SLA_Attach_CustomAppID_Col.
p Close the Field Properties window.
q Click Save.

2 Create the additional two tables by following the preceding steps,


a through q.
3 Use the following naming convention to name your custom tables:
! SLA_Attach_ServiceRequest_All_Outer_Table to
SLA_Attach_CustomApp_All_Outer_Table
! SLA_Attach_ServiceRequest_Outer_Table to
SLA_Attach_CustomApp_Outer_Table

4 Adjust the height and length of your custom tables and stack the three tables
in the same position that is indicated in the SLA:Service Request application.
5 Provide the following permissions:
! App_Administrator
! App_Management
! App_Support

6 Click Save.
7 Log in to Remedy User.
a Open the Objects form in search mode.
b Find your application entry.
c From the ID field, copy the ID from your application.
d In Remedy Administrator, click Active Links to see a list of active links.
e Select the SLA:Attach:Initialize_ServiceRequest and double-click it.
f Click the Basic tab.
g In the Run If field, paste the ID that you copied from the Objects form to
replace the existing ID.

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h Click the If Action tab.


i In the Field Name field, rename the field to
SLA_Attach_CustomApp_Table.
j Choose File > Save Activelink As and enter the recommended naming
convention to save the active link: SLA_Attach_Initialize_CustomApp.

Warning: Do not overwrite the previous active link.

8 Perform the previous steps for each of the following active links:
! SLA:Attach:ShowAttach_ServiceRequest
! SLA:Attach:ShowDetached_ServiceRequest
! SLA:Attach:ShowDetachedAll_ServiceRequest
! SLA:Attach:Attach_ServiceRequest_CheckValidity
! SLA:Attach:Attach_ServiceRequest_ReportError
! SLA:Attach:Attach_ServiceRequest_CheckValidity_AllType and
! SLA:Attach:Attach_ServiceRequest_RecordId_AllType
! SLA:Attach:Attach_ServiceRequest_ReportError_AllType
! SLA:Attach:Detach_ServiceRequest_RecordId

9 Save the active link SLA:Attach:ServiceRequest_RecordId as


SLA_Attach_Attach_CustomApp_RecordId.
a Click the Basic tab.
b In the Run If qualification field, replace the instance ID with the specific
one for your custom application.
c Click the If Action tab and modify the qualification in the Push Field If
field to use $SLA_Attach_CustomAppID_Col_Outer$.
d In the Value field, set the object to the instance ID of your custom
application.
e Select Application_InstanceID from the Field table and change it to
$SLA_Attach_CustomAppID_Col_Outer$.

10 Click Active Link Guides.


a Select SLA:Attach:Attach_Records_ServiceRequest_AllType and
double-click it to open the active link guide.
b In the Name and Label fields, change ServiceRequest to CustomApp.

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11 Follow the previous steps for the following active link guides:
! SLA_Attach_Attach_ServiceRequest_Records
! SLA_Attach_Attach_Detach_ServiceRequest_Records

12 Replace the active links in these guides to the corresponding ones that you
just created above.
a Make a copy of the following active links:
! SLA:Attach:ServiceRequest_Records
! SLA:Attach:Attach_ServiceRequest_Records_AllType
! SLA:Attach:Detach_ServiceRequest_Records
b Replace the instance ID in the Run If qualification field.
c Click the If Action tab and change the guide to use the one you just defined
in step 11.
d Change the looping table to the corresponding new table fields.
e In the three trailing Change Fields action, change the table fields to the
corresponding new ones from your custom application.

Automatically attaching records to availability SLAs


Records such as assets or services are attached to SLAs either when they are
submitted or when they are modified.

A record can be attached to an SLA in any one of three ways:


! When the record is submitted, for example, when a new asset is created
! When you manually attach the record to an SLA using the Attach button
present in the Service Level Agreements Console
! Using the SLA Config form to automatically attach a number of records

Important: Attach a large number of records to availability SLAs at lower


activity times to avoid placing a load on the server.

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" To attach records to an SLA using the SLA Config form:


1 Log in to Remedy User.
2 Open the SLA:Config form.
The SLA:Config form appears.

Figure A-2: SLA: Config form

3 In the Use Escalation to Attach Availability SLA, click Yes.


4 Click Save.

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206 "Appendix A—Installation issues


Appendix

B Web services for the Remedy


ITSM applications

With web services Remedy application information is made available over


the Web (publishing) for third party applications to access. The web service
can be integrated with reports.
Topics include:
! Describing web services (page 208)
! Web services and AR System (page 209)
! Modifying your web service (page 210)
! Writing web service clients (page 215)
! Web services and Remedy Help Desk (page 216)
! Web services and Remedy Change Management (page 219)
! Web services and Remedy Asset Management (page 222)
! Web services and Remedy SLA (page 224)

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Describing web services


A web service provides an interface that allows messages to be sent to and
received from an application over a network (Internet or intranet), using
standard Internet technologies. It uses a combination of protocols including
Hypertext Transfer Protocol (HTTP) and Extensible Markup Language
(XML), which are platform independent, thus enabling the application to be
accessed regardless of its hardware, software platform, or programming
languages.

You can use Remedy Administrator to create a Web Services Description


Language (WSDL) document related to any Remedy data form. WSDL is an
XML based language used to define web services and how to access them.

During the creation, the administrator can choose operations such as Create,
Get, Get List and Set. They can also decide which fields (if any) to include for
Input (Request) and Output (Results).

Web services have two styles of messaging:


! Remote Procedure Call, or RPC-style, in which one application makes a
function call to another application, passing arguments and receiving
return values.
! Document-style, in which applications exchange XML documents whose
syntax are defined by an XML form, for example a Purchase Order
document.

Both these styles can be divided into literal or encoded substyles. Literal
means that the messages will be encoded according to the XML form, and
encoded means that the messages are constructed according to SOAP
encoding rules. The resulting four possible styles and sub-style combinations
are: RPC-literal, RPC-encoded, document-literal, and document-encoded.

Note: Currently we support only document-literal style messaging in


publishing.

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Web services and AR System


The web service is created and modified in Remedy Administrator using the
web services graphical user interface. Publishing web services makes Remedy
application information available over the Internet or intranet.

Base form
Each web service has a base form on which it operates. You specify this when
creating your web service. When you create a web service by right clicking on
a form name in the server window, the Base Form field is automatically filled
in for you.

Operations
Each web service has a list of operations which have to be one of three types:
Create, Get, or Set. When you create a web service, by default it automatically
has four named operations: OpCreate, OpGet, OpGetList, and OpSet.
OpCreate is of the type Create, OpGet and OpGetList are of the type Get, and
OpSet is of the type Set. You can rename, delete, or create new operations,
but they must be one of these three types Create, Get, or Set. You can have
more than one operation of the same type, or you can have no operations of
a particular type. For more information, see the Developing AR System
Applications: Advanced guide.

Mapping
Each operation has an “input mapping” and an “output mapping.” A
mapping describes how individual elements of the incoming and outgoing
XML document are mapped to fields and forms of Remedy Administrator.
These are essentially the input and output parameters of the web service.
Mappings are edited through the mapping dialog box of Remedy
Administrator. When you create a web service, default input and output
mappings are provided for each of the four default operations: OpCreate,
OpGet, OpGetList, and OpSet. You can change the mapped fields, the name
of the XML element that a field is mapped to, and you can create more XML
elements. For more information, see the Developing AR System Applications:
Advanced guide.

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XML schema
Each web service may be associated with an XML schema (.xsd file). Global
elements and complex types referred to in the schema can be used in
mappings associated with operations. For more information, see the
Developing AR System Applications: Advanced guide.

Modifying your web service


You can modify the web services that are shipped with the Remedy ITSM
applications and customize them to meet your business requirements.

Some of the customizations include:


! Renaming the web service—The default name is the same as the base form
name.
! Renaming the operations—The default names are OpGet, OpGetList,
OpSet, and OpCreate.
! Removing existing operations and adding new ones—The four operations
named above are added by default.
! Removing fields and adding new fields to the mapping—Some fields are
present by default.
! Include only some parts of special fields in your mapping—All parts are
present by default.
! Renaming XML element names—Remedy Administrator names the XML
elements the same as the field names but removes any special characters
and spaces to make the names compliant with XML naming conventions.
You can choose any XML compliant name to map to your fields.
! Modifying the XML structure—Examples would be to group together
certain fields to make “complex-types” or “SOAP-structures,” or
designate a field as an attribute rather than a sub-element.
! Specifying an external XML schema and using global elements/complex
types in mapping various operations.

" To modify a web service:


1 Log in to Remedy Administrator.
2 Open a server window.
3 Select the appropriate server.

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4 Expand the list of server objects and select web services to display a list of
available web services in the right pane.

Figure B-1: Server Window

5 Select the web service that you want to modify and double-click it, or right
click and select Open.

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The Modify Web Service form appears.

List of the
operations
contained in the
web service.

Figure B-2: Modify Web Service Form

6 In the Name field of the Web Service tab, rename the web service.
It is helpful to make the name descriptive and indicative of the web service’s
function. The web service name should not be the same as any existing active
link guide, filter guide, packing list, or application.

Warning: Do not modify the Base Form name.

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You can customize the web service:


! You can create new operations, remove existing operations, copy
operations, and modify operations using the Operations List.
! Change the input or output mappings by clicking the relevant button on
the Modify Web Service form. The Mapping dialog box appears.

Figure B-3: Mapping Dialog Box

For more information on how to modify and customize your web service, see
the Developing AR System Applications: Advanced guide and the Remedy
Customer Support web site at:
http://supportweb.remedy.com/
7 Set the Permissions, Change History, and Help Text as necessary. The
permissions are the same whether the web service is visible or hidden.
If you are going to publish your web service over the Internet or intranet for
general use, consider your security requirements when setting permissions.
Note: To make the WSDL available to external clients without authentication
Public access must be specified.

8 Save your web service.

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Once you have selected the base form, defined your operations, and created
input and output mappings for each operation, you need to save the web
service. When you save the web service in Remedy Administrator, it creates
a Web Services Description Language (WSDL) file that describes the web
service. This file is in standard, XML format and contains all the details
necessary to interact with the service, including message formats, transport
protocols, and location.

You can view the generated Web Service Description Language (WSDL) file
by clicking on the WSDL tab and replacing <midtier_server> with the name
of the web server where the mid tier is running. Then click the View button.

Figure B-4: WSDL Tab

The WSDL file can also be accessed with a URL using this syntax:

http://<midtier_server>/arsys/WSDL/<AR_server>/<webservice>

<midtier_server> is the fully qualified name of the server where the Remedy
Mid Tier is installed. You might need to include a port number if the web
server is not on the default port (port 80). The format is
<midtier_server>:<port_number>.

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<AR_server> is the server on which AR System is installed.


<webservice> is the name of your web service, for example
SLA _Cumulative_Performance
<midtier_server> and <AR_server> may be the same.

For more information about web services, see Developing AR System


Applications: Advanced guide.

Writing web service clients


You need to enable your client to communicate with your web service.
Popular environments for writing web service clients are Microsoft.Net and
Apache AXIS. These environments have tools that automatically generate
code to invoke a web service, given the WSDL.
! In Microsoft.Net Visual Studio, autogenerate the invocation code by
“adding a web reference.” When prompted for a URL, enter your WSDL
URL.
! In AXIS, run WSDL2java from the command line with the WSDL URL as a
command line parameter. The autogenerated code will be a class which
has methods that correspond exactly to the operations that you created in
the web service.

Each method will have input and output parameters corresponding to the
mappings you created. To invoke the web service, you need to instantiate the
class and invoke a method with the correct parameters.

For more information, see the White Paper on Instructions for Creating Web
Service Clients available from the customer support web site at:
http://supportweb.remedy.com/

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Web services and Remedy Help Desk


Eight web services are shipped with the Remedy Help Desk application.

The following lists the web services included with Remedy Help Desk
application and provides a brief summary of each operation.
! HelpDesk_Submit_Service

This service enables you to submit a case to the Remedy Help Desk
application via the web. It has one operation, Create_Helpdesk_Case.

Operation Description
Create_Helpdesk_Case This operation can be used to create a Help Desk
case. You can input entries to the Help Desk fields
and the operation returns a Case ID.

! HelpDesk_Query_Service

This web service enables you to query a Help Desk case. It has three
operations: GetListBy_Requester_FullName, GetListBy_Submitter,
GetListBy_Requester_Login.

Operation Description
GetListBy_Requester_FullName This operation can be used to query a Help Desk
record by entering the Requester Name as
input. The operation returns information on
Help Desk cases with this requesters name.
GetListBy_Submitter This operation can be used to query a Help Desk
record by entering the Submitted For
information as input. The operation returns
details on Help Desk cases that have this name
as submitter.
GetListBy_Requester_Login This operation can be used to query a Help Desk
record by entering the Login Name of the
Requester as input. The operation returns
details on Help Desk cases that have this
requester login name.

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! HelpDesk_Modify_Service

This web service enables you to modify a Help Desk record. It has one
operation, SetBy_Case_ID.

Operation Description
SetBy_Case_ID This operation can be used to modify a Help
Desk record by entering values for the Help
Desk fields as input.

! People_Submit_Service

This web service enables you to submit information on a new person through
the People form. It has one operation: Create_Person

Operation Description
Create_Person This operation can be used to create a record by
submitting data in the fields in the SHR:People
form. The operation returns the Entry-ID of the
record.

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! People_Query_Service

This web service enables you to query a person’s record. It has four
operations: QueryListBy_FullName, QueryListBy_ByLastName,
QueryListBy_ByLogin, QueryBy_EntryID.

Operation Description
QueryListBy_FullName This operation can be used to query a person’s
record by entering the full name as input. The
operation returns information about the
specified person.
QueryListBy_ByLastName This operation can be used to query a person’s
record by entering the last name as input. The
operation returns information about the
specified person.
QueryListBy_ByLogin This operation can be used to query a person’s
record by entering their login name as input.
The operation returns information about the
specified person.
QueryBy_EntryID This operation can be used to query a person’s
record by entering the ID of the record as input.
The operation returns information about the
specified person.

! People_Modify_Service

This web service enables you to modify a person’s record. It has one
operation: Modify_Person.

Operation Description
Modify_Person This operation can be used to modify a person’s
record by entering the data in the fields in the
People form.

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! WorkOrder_Query_Service

This web service enables you to query the work order information contained
on the Work Order tab of the Change Task form. It consists of two
operations, QueryWorkOrderBy_TestID and
QueryWorkOrderBy_VendorName.

Operation Description
QueryWorkOrderBy_TaskID This operation can be used to query a work
order by entering a value for the change
Task ID number. The operation returns
the work order information for a task with
that same Task ID.
QueryWorkOrderBy_VendorName This operation can be used to query a work
order by entering a value for the vendor
name. The operation returns work order
information for all work orders contracted
to that vendor.

! WorkOrder_Modify_Service

This web service enables you to modify the work order information on the
Work Order tab of the Change Task form. It consists of one operation,
Modify_Work_Order.

Operation Description
Modify_Work_Order This operation can be used to modify work order
information by submitting values for the work
order fields.

Web services and Remedy Change Management


Five web services are shipped with the Remedy Change Management
application.

The following lists the web services included with Remedy Change
Management application and provides a brief summary of each operation.

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! Change_Submit_Service

This web service enables you to submit a change request. It consists of one
operation, Create_Change_Request.

Operation Description
Create_Change_Request This operation can be used to submit a change
request by entering values for the fields on the
Change Request Information form. The operation
returns a Change ID number for the record.

! Change_Query_Service

This web service enables you to query a change request. It consists of one
operation, Query_Change_Request.

Operation Description
Query_Change_Request This operation can be used to query a change
request using values for any field on the Change
Request Information form as input.

! Change_Modify_Service
This web service enables you to modify a change request. It consists of one
operation, Modify_Change_Request.

Operation Description
Modify_Change_Request This operation can be used to modify a change
request by entering values for any field on the
Change Request Information form as input.

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! WorkOrder_Query_Service

This web service enables you to query the work order information contained
on the Work Order tab of the Change Task form. It consists of two
operations, QueryWorkOrderBy_TestID and
QueryWorkOrderBy_VendorName.

Operation Description
QueryWorkOrderBy_TaskID This operation can be used to query a work
order by entering a value for the change
Task ID number. The operation returns
the work order information for a task with
that same Task ID.
QueryWorkOrderBy_VendorName This operation can be used to query a work
order by entering a value for the vendor
name. The operation returns work order
information for all work orders contracted
to that vendor.

! WorkOrder_Modify_Service

This web service enables you to modify the work order information on the
Work Order tab of the Change Task form. It consists of one operation,
Modify_Work_Order.

Operation Description
Modify_Work_Order This operation can be used to modify work order
information by submitting values for the work
order fields.

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Web services and Remedy Asset Management


One web service is shipped with the Remedy Asset Management application.
! AST_PurchaseOrder_WS
! This web service provides integration for the procurement process. The
consuming administrator would need to set up web service rules that
would include some sort of escalation to run periodically to check for new
Purchase Orders on the AR System. It consists of three operations,
Get_List_Of_New_POs, Update_PO_Confirmation and
Get_Specific_PO.

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Operation Description
Get_List_Of_New_POs This operation can be used to obtain a list of new
Purchase Orders. The supplier name as it appears on
the PO and the PO number is used as input. The
following conditions must be applied:
! The Web Services option must be selected when
placing an order, this will set the Order Accessible
field to Yes, and there must be no Confirmation
Code.
The web service returns a list of Purchase Orders
with a Status of On Order and the associated Line
Items
Update_PO_Confirmation This operation can be used to set the acceptance
code and update specified fields after the receipt of
the Purchase Order. The supplier name as it appears
on the PO and the Order ID number (the system
generated PO number) is used as input.
The following fields in the purchase order header
can be updated:
! PO Number
! Freight Terms
! Ship Via

! Shipping Options

! Shipping and Handling (Value)

! Shipping and Handling (Currency)

! Tax Rate

! Confirmation Code

Optional—the following fields in the purchase


order header can be updated if needed. The instance
ID of the purchase line item must be specified to
update a related line item:
! Unit Price (Value)
! Unit Price (Currency)
Get_Specific_PO This operation can be used to view current
information on a specific Purchase Order. The
supplier name as it appears on the PO and the PO
number is used as input and the web service returns
information about the Purchase Order and the
associated Line Items.

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Web services and Remedy SLA


With web services, Remedy SLA measurement data is made available over the
Web. Two web services are shipped with the Remedy Service Level
Agreements application.

The following lists the web services included with Remedy Service Level
Agreements and provides a brief summary of each operation.
! SLA_Cumulative_Performance

This web service provides information about time-based SLAs and includes
two sets of operations: GetSLAInfo and GetListSLAInfo.

Operation Description
GetSLAInfo This operation can be used to obtain cumulative
performance data for individual time-based SLAs.
GetListSLAInfo This operation can be used to obtain cumulative
performance data for multiple time-based SLAs.

! SLA_Performance

This web service provides information about all SLAs including availability
SLAs. It includes three sets of operations: Get SLAInfo,
GetListMetMissedSLAInfo, GetListSLAInfoWithType.

Operation Description
GetSLAInfo This operation can be used to obtain performance
data for individual time-based and availability
SLAs.
GetListMetMissedSLAInfo This operation can be used to obtain data about
time-based and availability SLAs to show whether
the SLA met or missed the goal that was defined.
GetListSLAInfoWithType This operation can be used to obtain goal type data
for time-based and availability SLAs.

224 "Appendix B—Web services for the Remedy ITSM applications


Glossary

accelerated depreciation active link


Any method of depreciation that allows Workflow that causes Remedy User or web
greater deductions in the earlier years of the client to perform specific operations in
life of an asset. response to specific user actions. AR System
access control administrators can define many types of
A security feature in which AR System active links. For example, they can define
administrators limit the access users have to active links that run macros, set fields to
forms, to specific fields within a form, and specified values, run independent system
to specific functions within the system. See processes, send interactive messages to
also group, permission and user. users, or change field characteristics. Active
links run on the client machine.
access permission
See permission. active link guide
An ordered sequence of active links that
action together accomplish a specific operation.
A mechanism, such as an alert or a Set Fields Active link guides can help lead users
action, for ensuring that SLA commitments through a task (like a wizard) or can be used
are met. You can define one or more actions as subroutines to accomplish common
that will be associated with a milestone. tasks. Compare with filter guide.
action request
additive installation
See request. An installation procedure that enables you
Action Request System (AR System) to select specific applications to install as
The premier application platform and additions to previously installed Remedy
development environment for delivering IT applications.
Service Management applications.

Glossary ! 225
Remedy IT Service Management for the Enterprise 6.0

administrator allowable currency


An individual responsible for the A currency type that appears in the currency
management of the AR System including field list. Users may only use an allowable
setting up forms, setting access rights for currency type when entering currency
users, and designing the workflow process. values. See also currency code, currency data
administrator default type, and functional currency.
The value that AR System administrators application
assign to a field while designing a form. A group of forms (and associated workflow)
When users set defaults, this value is that are collected by an administrator and
automatically entered in the field. Users can related to a particular business function, for
override the administrator default by example, Remedy Help Desk for the
assigning their own default or by entering a Enterprise. An application is also a server
different value. See also user default. object in Remedy Administrator.
Administrator group application administrator
One of several special access control groups An individual responsible for the
that the AR System provides. Members of management of the Remedy applications,
this group have full and unlimited access to including setting up forms, setting access
the AR System, including unlimited ability rights for users, and configuration.
to create forms, filters, escalations, active approval process
links, menu lists, guides, and applications. A process, used with Remedy Change
See also Subadministrator group. Management for the Enterprise and
advanced search bar Remedy Asset Management for the
The row of buttons, Query field, and Fields Enterprise, that generates electronic
list that appear at the bottom of the signature lines for items that require
Remedy User Detail pane when the user approval, and tracks who has approved or
clicks the Advanced button. You can use rejected a given request.
this bar to specify complex search criteria. approval server
alert A module within the AR System which
A notification from an AR System Server or routes forms to generate the appropriate
other program to the user, indicating that signoff signatures. The Approval Server also
certain conditions have occurred, such as a creates an audit trail for authorizing
request has been submitted or progress has AR System application forms.
been made in resolving a request. AR System
alert list See Action Request System (AR System).
The list of alerts belonging to a user that can AR System Administrator
be displayed in Remedy User or on a web See Remedy Administrator.
client.
AR System Alert
See Remedy Alert.

226 "Glossary
User’s Guide

AR System client asset manager


The subset of AR System software necessary The manager responsible for both strategy
to enable users to access an AR System and day-to-day asset management
server on the network from a local functions, for example, updating assets and
workstation. The AR System client tools are configurations, running reports, or
Remedy Administrator, Remedy User, negotiating contracts.
Remedy Import, and Remedy Alert. assignee
AR System Configuration Tool The person assigned responsibility for
See Remedy Configuration Tool. resolving a request.
AR System Email Engine Assignee group
See Remedy Email Engine. One of several special access control groups
AR System Import that the AR System provides. Users
The AR System client tool that enables automatically belong to this implicit group
AR System administrators to transfer data for requests for which they have been
records from an archive file into a form. assigned responsibility (that is, their name
is in the Assigned To field). See also Assignee
AR System License Group group, Submitter group.
The AR System client tool used to apply and
review software licenses that activate Assignee Group group
features of the AR System software. One of several special access control groups
that the AR System provides. Users
AR System server automatically belong to this implicit group
The full set of AR System software for requests for which they are a member of
including the AR System server processes the group assigned responsibility (that is,
and fast, list, and escalation server they are a member of the group whose name
processes. When installed on a workstation is in the Assignee Group field). See also
on the network, the server software Assignee group, Submitter group.
provides access to the full feature set of the
AR System and can be accessed by UNIX attachment
workstations or Windows PCs on the A field that enables you to allocate space for
networks that are running the AR System text, graphics, audio, or video attachments
client software. in the database.
AR System User Tool attachment data type
See Remedy User. The data type used for fields that need to
hold files. This type enables you to store
asset text, graphics, audio, or video attachments
Property with commercial business value: in the database.
for example, a workstation.
Asset Inventory
A module of the Remedy Help Desk for the
Enterprise application that is used to track
asset and bulk item inventory.

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audit trail button


A log of events. Provides information about A field on a form that a user can click to
the type of event, a brief summary of the execute an active link. A bitmap can
record, the date the record was created, and represent a button. See also menu item,
the person who submitted the record. toolbar button.
availability SLAs call center
Measures the time that an asset or service is A generic term that refers to reservation
available or unavailable. centers, help desks, information lines or
book value customer service centers, regardless of how
The value of an asset equal to the purchase they are organized or what types of
cost minus the accumulated depreciation. transactions they handle.
bulk items case
Items that are not tracked by an individual A request for service or information. The
record for each unit. Bulk items in Remedy Help Desk for the Enterprise
inventory are tracked by quantities of an application enables support staff to create
item type. For example, items such as cables and track help desk cases. A case is unique
do not require individual records but to the Help Desk module (as opposed to a
rather, one record for a bulk quantity of the change request, which is unique to the
specific cable type. Change Tasking module).
bulletin board case number
A Remedy IT Services application feature The number assigned to a help desk case
that enables users to create messages that once it has been created and saved.
can be viewed by the entire organization or Change Advisory Board
by users in specific groups. A committee put in place to approve and
business hours tag track change requests that are out of the
A tag that indicates which business hours to scope of a project.
use. The tag is an entry in the Business Change Authority
Hours Workday form and must be created A group that is given the authority to
before you use these hours in an SLA. The approve change, for example by a project
entry in the form determines the hours to be board. Sometimes referred to as the
used to calculate time. Configuration Board.
Business Service Management (BSM) change flag
A business model for managing and A status flag set when the contents of a field
prioritizing how IT supports the overall or form have been altered. A change flag can
goals of the business. be polled or disabled by workflow

228 "Glossary
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Change Management command-line option


The process of controlling changes to the A parameter used to specify how the
infrastructure or any aspect of services, in a AR System tools will run. (UNIX only)
controlled manner, enabling approved Common Data Model (CDM)
changes with minimum disruption. A component of the CMDB. CDM is the
change request agreed-upon set of classes and relationships
A request for a planned activity. A change that represent the various assets that
request can involve multiple change tasks. discovery services find.
A change request is unique to the Change Computer Telephony Integration (CTI)
Tasking module (as opposed to a case, Systems that enable a computer to act as a
which is unique to the Help Desk module). call center, accepting incoming calls and
change supervisor routing them to the appropriate device or
A person responsible for updating status person.
during the course of working help desk Configuration Catalog
cases and processing change requests. A feature of Remedy Asset Management for
change task the Enterprise that stores your standard
A task related to a change request. A change configurations (such as standard desktop,
request is resolved when all its related laptop, server, and so on) for management
change tasks are closed. See also dependent purposes.
change tasks and peer tasks. Configuration Item (CI)
character data type Any component of an IT infrastructure,
The data type used for fields that contain including a documentary item such as SLA
alphanumeric text. or Request for Service (RFS), which is (or is
to be) under the control of Configuration
character menu Management and, therefore, subject to
A menu that the AR System administrator formal change control. The lowest level CI
can create and attach to any character field. is normally the smallest unit that will be
charge back changed independently of other
The process of charging departments or components.
cost centers for the IT infrastructure Configuration Management
required to support their business The management of configurations and
processes. their associated CIs.
client
Configuration Management Database (CMDB)
See AR System client. An infrastructure built on AR System and
client tier used to build data models and define
The architecture level where AR System datasets.
clients operate within the multitier system.

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CMDB Class Manager Console container


A component of the CMDB. The underlying data structure for guides
Administrators use the Class Manager and applications. A component of the
Console to create, view, modify, and AR System used to store collections of
remove classes and relationships. objects. Used as the basic storage structure
CMDB Class Manager C API for applications, active link guides, filter
The C Application Programming Interface guides, and packing lists.
(API) for the CMDB Class Manager contingency planning
Console. Planning which reduces the vulnerability of
CMDB Class Manager Java API business by being able to maintain or
The Java Application Programming preserve services.
Interface (API) for the CMDB Class control data type
Manager Console. The data type for fields that execute active
CMDB Reconciliation Engine links. These fields do not contain actual
A component of the CMDB. The data.
Reconciliation Engine merges data from control panel
different discovery services based on A form that is used as a centralized entry
identification and precedence rules. point from which users choose the business
Configuration Manager tasks they want to accomplish.
A series of forms that enables your core field
application administrator to populate the One of a set of basic fields common to all
Remedy IT Service Management for the AR System forms. AR System
Enterprise applications with information administrators cannot remove these fields
about users, locations, categorization, and from a form.
business rules that are specific to your cost center
organization. An entity used to track cost information
console within an organization. See also split cost
See Remedy Service Level Agreements for the center.
Enterprise Console, Remedy IT Service cost management
Management for the Enterprise Console, or Management of the costs associated with
Remedy Asset Management for the Enterprise your organization.
Console.
cumulative performance
Consolidated Service Desk Refers to the performance of time-based
See call center. SLAs (such as response time SLAs or
resolution time SLAs) to determine how
well the SLAs are performing over time.

230 "Glossary
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cumulative performance target data type


Specifies the target (such as 98%) that you The property of a field that determines what
set to measure how often you will meet your type of information the field contains. The
SLAs commitment from effective date to choices are character, date/time, diary,
expiration date. integer, real, decimal, selection, trim,
currency code control, and attachment.
The three-letter code that represents a date data type
currency type, such as USD for United States The data type used for fields containing date
Dollars. values. Date values are stored as the number
currency data type of days from the beginning of the date
The data type used for fields containing field’s range. Date values can range from
currency data. Currency data is stored in January 1, 4713 B.C. to January 1, 9999 A.D.
four parts: a decimal value, a currency code, See also date/time data type.
a conversion date, and one or more date/time data type
functional (converted) currency values. The data type used for fields containing
Each part can be viewed or searched by calendar dates and time values.
users, or accessed by workflow. See also decimal data type
allowable currency, functional currency, A field that accepts and contains fixed-point
currency code. numbers. This type of field enables you to
Customize group store quantitative information in a request.
One of several special access control groups declining balance depreciation
that the AR System provides. This group A method of calculating depreciation in
grants users the right to customize their which assets depreciate at a constant rate
form layout and to create custom per year, accelerated by a factor of 150%. In
commands (in UNIX) Remedy User. this method of accelerated depreciation,
data field 150 percent of the straight-line depreciation
A field that stores data in the database. Data amount is taken the first year, and then that
fields include character, date/time, diary, same percentage is applied to the
integer, real, decimal, selection, and undepreciated amount in subsequent years.
attachment. See also double-declining balance
dataset depreciation.
A collection of assets or configurable items default
that are identified by a unique dataset name. An AR System administrator- or user-
data tier defined setting or value that automatically
The architecture level that contains data applies to a field if users do not supply a
and communicates with the AR System different setting or value when submitting a
Server. The data can be stored in a text file, new request. See also administrator default,
spreadsheet, or database internal or external user default.
to the AR System.

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dependent change tasks display-only form


Change tasks that must be completed in a A type of form containing display-only
sequence as defined by the change fields. Display-only forms are used to create
supervisor. control panels and dialog boxes.
deployed SLAs double-declining balance depreciation
In deployed mode, you can only modify A method of calculating depreciation in
limited fields of the SLA. You cannot which assets depreciate at a constant rate
change the terms and conditions or the per year, accelerated by a factor of 200%. In
goals that you have set up for the SLA. this method of accelerated depreciation,
However, you can add milestones and double the straight-line depreciation
associate actions to the milestone. amount is taken the first year, and then that
depreciation same percentage is applied to the
A method to allocate the cost of an asset undepreciated amount in subsequent years.
over its estimated useful life. See also declining balance depreciation.
Details pane down asset
In Remedy User, the part of the main An asset not currently working or is in
window that displays fields for entering repair.
data. downstream
dialog box Devices that are closer to the end nodes in a
A message displayed to users that must be network (client machines or servers).
responded to before users continue to fill See also network topology and upstream.
out a form. The administrator creates a draft SLAs
dialog box by using an active link action. The default status of an SLA. In draft mode,
diary data type you can make changes to any fields on the
The data type used for fields that enables SLA form. The SLA is functional and
you to capture a history of the actions taken calculates measurements in draft mode, but
for a request. The field stores character data. is not ready for production.
It is an append-only field, and each addition dynamic menu
is stamped with the time, date, and name of A menu that causes a search to be
the user who entered the item. performed when a user selects the menu
disabled SLA button. The results of the search are used to
In disabled mode, the SLA cannot be build the list of items from which the user
attached to any new requests. However, the can choose. See also character menu.
SLA continues its measurements for email engine
requests already in progress. See Remedy Email Engine.
display-only field entry
A temporary field for which no space is A row in the database that represents a
allocated in the database. See also global request.
field.

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escalation field ID
A workflow component that searches at A unique numeric identifier that is assigned
specified times or at regular intervals for to each field. Once assigned, it cannot be
requests matching a specified condition and changed.
performs specified operations on all field label
matching requests. They are generally used A name supplied by the administrator that
to find records that have exceeded desired describes the field’s purpose. Intended for
business rules or processes and take display to the user.
appropriate action. Escalations run on the
AR System server. field name
A unique character identifier that is
event-monitoring SLAs assigned to each field. The name can be
Use the data from event-monitoring changed at any time as long as the new
products to capture the availability of a name is unique.
service, asset, or other item.
file menu
expired SLA A menu with items retrieved from a file that
An SLA expires when the expiration date contains a formatted character menu.
has passed. The system automatically marks
the SLA as expired and it cannot be attached filter
to any new requests. Once the SLA has Workflow that tests every server transaction
expired, you can extend the expiration date for certain conditions and responds to the
and deploy it. You can modify actions for an conditions by taking specific actions.
expired SLA. AR System administrators can define many
types of filters—filters that set fields to
export specified values, run independent system
1) The Remedy Administrator command processes, send interactive messages to
that transfers definitions (for example, users, notify users when the state of requests
forms, filters, active links, and mail change, or make entries in audit trail log
templates) in a file. 2) The ability to transfer files. Filters run on the server.
one or more data entries to a file for archive
or transfer by using the reporting feature in filter API
Remedy User. 3) The ability to copy SLAs to An AR System plug-in API that allows
a file to be imported onto another server. inline access during filter and escalation
See also import. processing to extended servers.
filter guide
field
In the AR System, the main entity of a form. An ordered sequence of filters that together
All of the following are AR System fields: accomplish a specific operation. Filter
data, table, page, active link control fields guides can be used as a subroutine to
(buttons, menu items, and toolbar accomplish common tasks.
buttons), and trim.

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fixed license form action field


A license permanently assigned to a user, One of a set of special fields that provide the
enabling access to the licensed features of standard functions of the web client
the AR System at any time. See also floating interface. Some of these include submit,
license, FTS license, write license. query, modify, and the advanced search bar.
flashboard component form view
An individual area chart, bar chart, line The screen layout for a form, which appears
chart, or meter that is placed upon a in the Details pane of Remedy User.
flashboard. AR System administrators can create and
Flashboards name multiple form views, which can be
A real-time visual monitoring tool that further modified by users with Customize
shows you the state of your service permission. Administrators can include
operations, warns you about potential different fields and can hide fields in various
problems, and collects and displays trend form views.
data. FTS
Flashboards license See Full Text Search (FTS).
A license that enables a user access to the FTS license
Remedy Flashboards product. See also fixed A license that enables a user to perform a
license. Remedy Full Text Search in any large text or
floating license diary field indexed for FTS. See also fixed
A license that exists on a server and that is license, floating license.
temporarily allocated to any user who Full Text Search (FTS)
requests a license and who is defined in the A feature that enables a user to search
User form as having a floating license type. quickly for information in large text or
If no floating license is available at the time diary fields. The fields must be indexed and
of the user request, the user must wait until enabled for FTS by the AR System
a license becomes available. See also fixed administrator, and the user must have an
license, FTS license, write license. FTS license.
form function
A collection of fields that represents a A named procedure that performs a distinct
record of information in the AR System. service in the AR System. The AR System
AR System administrators can define and API has a set of function calls used to
change the fields and workflow associated accomplish AR System tasks. Additionally,
with a form. An AR System application can there are table functions that you can use to
include many forms. perform mathematical operations on table
data.

234 "Glossary
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functional currency guest user


An alternate currency type to which the An unregistered user with a limited set of
value in a currency field is converted. capabilities (submit requests and possibly
Values for functional currencies are review those requests). The administrator
calculated based on currency conversion can specify whether unregistered users are
ratios maintained in a form on the server. allowed at your site.
Functional currency values are stored as guide
part of the data in the currency field, and See active link guide, filter guide.
can be viewed or searched by users, or
accessed by workflow. See also currency data help desk
type, allowable currency. An IT service organization that responds to
incidents and problems reported by
global field customers, and provides the appropriate
A display-only field used in multiple forms. information and resolutions. See also case
The value contained in the global field is and AR System License.
duplicated across all forms that contain the
field. help desk request
See case.
graphical user interface (GUI)
A visual computer environment from help desk manager
which users can access programs and files A person that monitors help desk cases,
through graphical representations on the change requests and tasks to help them plan
screen, such as icons, menus, and dialog resources and to identify incident trends.
boxes. The help desk manager also handles
escalations and assignments, approves
group reassignments and change requests, and
A category in the AR System used to define monitors day-to-day help desk activity.
user access to form fields and functions. The
AR System defines several special groups: help desk ticket
Public, Administrator, Subadministrator, See case.
Customize, Submitter, Assignee, Assignee hidden field
Group, and Flashboards Administrator. A field that exists but is not visible in a user’s
You can define additional groups through view of the form.
the Group form. See also access control, import
permission, user. 1) The Remedy Administrator command
Group form that transfers definitions from an export file
The form in which you add new groups, to the current server. 2) The Remedy
delete groups, and modify group Import command that transfers one or
permissions. more data entries from an archive file to a
form. 3) The ability to transfer SLAs from a
file to a server. See also export.

Glossary ! 235
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incident join form


Any event that is not part of the standard A type of form that contains information
operation of a service and that causes, or from two or more AR System forms.
may cause, an interruption to or reduction Although join forms function similar to
in the quality of that service. See also regular AR System forms in most respects,
Problem Management. they do not store independent data. Join
Information Technology Infrastructure Library forms point to the data stored on the two
(ITIL) AR System forms that were used to create
A reference library organizations can use to the join form.
improve the way they use IT. keyword
integer data type A variable whose value is defined by the
The data type used for fields that contain AR System. For example, $USER$ represents
numeric values between –2147483647 and the name of the user that is currently logged
2147483647. The range for a field can be in. Keywords can be used in defining
limited by the AR System administrator. qualifications for searches, search menus,
workflow, and macros; or for specifying a
inventory
value in the Set Fields action for active links,
The quantity of assets available.
filters, and escalations.
ISO currency code
knowledge base
See currency code.
A repository that stores reusable solutions
ITIL to customer product problems in an easy-
See Information Technology Infrastructure to-retrieve format.
Library (ITIL).
known error
IT director A condition identified by successful
A person responsible for technological diagnosis of the root cause of a problem
direction and procurement strategy. Works when it is confirmed that a configuration
with lines of business managers to item is at fault.
determine future hardware and software
legacy system
requirements.
A system in which a company or
IT Services applications organization has already invested
See Remedy IT Service Management for the considerable time and money.
Enterprise
license
See fixed license, floating license, FTS license,
read license, write license.
Lifecycle Asset Management
Managing the life of an asset from its
purchase, deployment, and disposal.

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location measurement
A configurable component composed of a The metric by which supervisors measure
region, a site, and a department. Locations the ability of the support staff to meet their
are used by the auto-assignment SLA commitments.
functionality. menu item
macro A command accessed from a menu.
A set of operations recorded for later mid tier
execution. Macros are useful for The architecture level consisting of add-in
automating frequently used or complex services that communicate between
search operations. AR System Servers and various clients. The
mail template Remedy User client can communicate
A template that enables you to submit a directly with AR System servers. However,
request by using electronic mail. The browser clients must use the mid-tier add-
AR System administrator generates in services to communicate with AR System
templates from an existing form by using Servers.
the export command. See also AR System milestones
Email Engine. A set of actions that will trigger when you
main form progress towards the SLA goal, to make sure
A form that users interact with directly. An that your SLA goals are being met.
application may use more than one main module
form. Main forms are sometimes referred to A distinct area of functionality within an
as primary forms. application. The Remedy Help Desk for the
main window Enterprise application consists of three
In Remedy User, a window that displays a modules: Help Desk, Change Tasking, and
form in the Details pane and, optionally, the Asset Inventory.
results of a search in the Results pane and network topology
prompt text in the prompt bar. The physical (real) or logical (virtual)
mapping arrangements of assets in a network. See
The parameters for a particular distributed also upstream, downstream, and peer-to-
operation, such as To and From servers and peer.
forms, data control issues, and field-to-field notification
mapping definitions. A message sent to a user via workflow.
mapping history Notification can be in the form of an alert,
A history tracking record created when a email message, or other method using
distributed operation occurs. This record integrations.
includes the date and time of transfer, operator
source request ID, source form, source One of a number of functions that enable
server, and the name of the specific you to define advanced searches or build
mapping used. qualifications.

Glossary ! 237
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option group plug-in


See selection data type. An auxiliary program that works with the
packing list Remedy Asset Management server to
A set of associated server objects that can be enhance its capability. A plug-in is a
viewed as a work space in the server window dynamically linked library (DLL) on
or used in external utilities. Microsoft platforms and a shared object on
UNIX platforms. The plug-in service loads
page field the plug-in at runtime.
A type of field that groups related fields and
includes tabs to label those groups. plug-in service
A server that loads plug-ins. The plug-in
page holder field service is a companion server to the Remedy
A field that contains one or more page fields Asset Management server that loads the
and allows these grouped fields to be ARDBC, AREA, or filter API plug-ins at
displayed one set at a time in a given area of runtime.
the screen.
preference server
Parent/Child contract An Remedy Asset Management server that
A parent, or main, contract that has other stores user preferences centrally in one or
children, or subcontracts, associated with it. more preference forms.
peer tasks
Problem Management
Dependent change tasks that can be The process of identifying, diagnosing, and
completed simultaneously. See also recording the root causes of incidents to
dependent change tasks. prevent problems from reoccurring.
peer-to-peer
prompt bar
Devices that are on the same level in an In Remedy User, the part of a main window
organization’s network (for example, two that displays instructions or relevant
workstations). See also network topology. information to the user.
permission
property
The property setting that enables An attribute that is defined. For example,
AR System administrators to control who the properties of a field include its data type,
can view and change individual fields of a physical characteristics (such as length),
form. Administrators also set permissions and whether it is required or optional.
for forms and active links. Permissions are
defined for each access control group. See Public group
also access control, group, user. An access control group that the AR System
provides. Every user is automatically a
member of this group.

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push fields reconciliation


An advanced action that allows you to push A feature in Remedy Asset Management for
information from the “Applies To” form the Enterprise that checks for duplicate
for which you are creating the SLA to asset records and enables the user to delete
another form on the same server. one and keep the other.
qualification related workflow
A search criteria including field references, Workflow objects that are related to a field.
values, and arithmetical and relational recurring review period
operators used to find a set of data that A time period for SLAs that is used to
matches the conditions specified. measure data collected over a smaller
query-by-example period of time than what the cumulative
A method for describing a database search performance is measuring.
visually. An empty form is displayed and the Remedy Administrator
search conditions are typed in or selected in The AR System client tool used by Remedy
their respective fields. The AR System turns administrators and subadministrators to set
the visual query into the proper command up the system for use by support staff and
language, such as SQL, necessary to users. Setup includes setting up forms,
interrogate the database. setting access permissions (users and
range groups), and creating filters, escalations,
The upper and lower limits of acceptable active links, menu lists, guides, and
values. For example, if an integer field’s applications.
range is -10 to 100, users can enter any Remedy Alert
integer from negative 10 to positive 100 The AR System client tool through which an
inclusive. alert can be sent to a user. See also
read license notification.
A license that allows a user to search the Remedy Asset Management for the Enterprise
AR System forms and to submit new Console
requests but does not allow the user to The main interface for the Remedy Asset
modify existing requests. See also write Management for the Enterprise application.
license. The console works like a control panel from
real data type which users can perform their primary
The data type used for fields that contain tasks.
floating-point numbers. The range and Remedy Configuration Tool
precision can be set by the AR System The tool used to configure and manage the
administrator. mid tier portion of the AR System.

Glossary ! 239
Remedy IT Service Management for the Enterprise 6.0

Remedy Email Engine Remedy Service Level Agreements for the


A server-based application that Enterprise Console
communicates with both the AR System The main interface for the Remedy Service
server and an email server. The Remedy Level Agreements for the Enterprise
Email Engine receives emails, and can parse application. The console works like a
and interpret these messages to execute control panel from which users can perform
specific instructions on an AR System form. their primary tasks, such as creating,
It also sends emails the AR System and viewing, and managing SLAs, configuring
directs notifications as a result of filters and the application for user-defined forms, and
escalations. generating reports.
Remedy Mail Server Remedy User
See Remedy Email Engine. The AR System client tool in which users
Remedy IT Service Management for the
enter and track requests through the
Enterprise Console resolution process. Users can also search the
The main interface for Remedy Help Desk database, generate reports, and modify
for the Enterprise and Remedy Change existing requests with Remedy User.
Management for the Enterprise report format
applications. The console works like a The layout that users specify when
control panel from which users can perform generating a report from an AR System
their primary tasks. The console contains search. Users can choose the fields to print
separate features for each of the roles and the format of the report.
defined in the applications. request
Remedy IT Service Management for the A collection of information that describes
Enterprise an event (transaction), such as a problem or
Remedy applications that focus on the a service request.
expanded activities of the Information request ID
Technology organization. For example, A unique numeric identifier for each
Remedy Help Desk for the Enterprise, request that is generated by the AR System
Remedy Asset Management for the in the Request ID field.
Enterprise, Remedy Change Management
for the Enterprise, and Remedy Service requester
Level Agreements for the Enterprise are all An internal or external customer who
Remedy IT Service Management for the contacts the help desk via telephone, email,
Enterprise applications. or web about an incident or a problem.
Request for Change
A form, screen, or web page used to record
details of a request for a Change to any
Configuration Item within an
infrastructure or to procedures and items
associated with the infrastructure.

240 "Glossary
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Request ID field role


A core field on a form that contains the The Remedy IT Service Management for the
unique numeric identifier for a request or Enterprise applications are based on user
entry in the AR System. In join form entries, roles. Depending on your role in the
the Request ID field contains the Request organization—requester, support,
ID field contents for each of the underlying management—you will work with a
forms, separated by a vertical bar. different application (or view) on your
Previously called an entry ID. desktop. Also, a group of approvers,
reserved field typically representing a job function or
One of a set of fields with specific rules and responsibility.
interpretations that are defined by the root cause
AR System. The underlying cause of an IT-related
resolution problem experienced by a customer.
The agreed upon solution to a help desk salvage value
incident or problem. See also case and The estimated value that an asset will realize
incident. at the end of its useful life. See also useful
results list life.
1) A list of requests that match a search. 2) search
An AR System Server object for displaying The process in which users display a subset
search results that can be added to forms of requests according to search criteria that
and views. Multiple rows in the results list users define.
that meet specified criteria can be selected search menu
for further processing. A menu list with items that are retrieved
Results pane from fields in a specified form.
In Remedy User, the part of the form Section 508
window that displays the results of a search. A law that requires United States federal
Return on Investment (ROI) agencies’ electronic and information
The expected monetary return on technology to be accessible to people with
something someone has invested their time disabilities (visual, motor, and auditory
and money in. impairments). Three basic criteria for
compliance are:
Can the tasks of this application be
performed without using a mouse?
Can the tasks of this application be
performed with a monitor turned off, and
while using a screen reader?
Can the tasks of this application be
performed with the computer’s speakers
turned off?

Glossary ! 241
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selection data type service manager


The data type used for fields with a set of These managers use Remedy Asset
mutually exclusive choices. The selections Management for the Enterprise to create
are displayed as option buttons or as a list of service objects used for interpreting
items. business problems, for example, cost of
selection list unavailability of services to a business area.
A list that appears when an active link Service Model Editor (SME)
performs a search that returns more than The BMC Impact Manager editing
one request. environment in which the service model is
server developed, managed, and published.
See AR System server. set fields
server tier An advanced action that allows you to pull
The architecture level consisting of the information from other forms to be set in
AR System server that controls access to the the form for which you are creating the
data and any supporting services called by SLA.
or used by the AR System Server. shared components
service catalog Workflow installed as part of all of the
A method of identifying a category of Remedy applications and shared among
service in connection with a request. The other installed Remedy applications.
service catalog for an application is typically solutions database
configured by the application See knowledge base.
administrator. source control
Service Impact Management (SIM) Managing server objects in AR System
A technique of managing IT resources to application development by controlling
ensure the availability of the company's object access.
core business services. split cost center
service level agreement (SLA) A cost centers that enables a department to
A contract that determines the level of split its costs with other departments. For
service that a customer can expect from a example, a project management group
service provider. might splits its costs with an engineering
service level management (SLM) department and a sales department. The
Managing the quality of IT services in the project management department would be
face of changing needs and demands. The a split cost center, and the engineering
goal of service level management is to set up department and sales department would be
and maintain service level agreements target cost centers.
(SLAs) between service providers and SQL menu
customers. A menu list that pulls values from a
database table by using a direct SQL
command.

242 "Glossary
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status bar Submitter group


The part of a main window in an AR System One of several special access control groups
client that displays instructions or relevant that the AR System provides. Users
information to the user. automatically belong to this implicit group
Status field for requests they have submitted. See also
The core field in which the AR System Assignee group, Assignee Group group.
tracks the various stages of the resolution sum-of-the-year’s digits depreciation
process for a request. A method of calculating depreciation in
status history which assets lose more of their value early in
Information that shows what progress has their lifetime. This method of calculating
been made on a request. Users can view depreciation of an asset assumes higher
status history from the Details pane when in depreciation charges and greater tax
modify mode in Remedy User. benefits in the early years of an asset's life.
straight-line depreciation support case
A method of calculating depreciation in See case.
which assets depreciate at a constant value support technician
per year. The annual depreciation is A person who is responsible for, or assists
calculated by subtracting the salvage value with, the processing of a request. A support
of the asset from the purchase price, and technician may serve in either a frontline
then dividing this number by the estimated capacity, which typically involves the initial
useful life of the asset. reporting of a request, or in a backline
subadministrator capacity, which typically involves more
An individual with limited administrative detailed investigation and resolution of the
access to the AR System as defined by an request.
administrator. table field
Subadministrator group Fields that display data from other requests
One of several special access control groups within the context of the current request.
that the AR System provides. Members of The data appears in a spreadsheet-style
this group have limited administrative format.
access to the AR System as defined by an task
administrator. A shortcut or link created in Remedy User
submitter that enables users to quickly open a specific
A person who reports a problem, makes a form, search, application, or active link
request, or enters information into a guide.
database. See also case, request, change This is different from a change task in the
request. Change Management application or in the
Change Tasking module of the Help Desk
application.

Glossary ! 243
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TCO trim data type


See Total Cost of Ownership (TCO). The data type of fields that enhance a form’s
terms and conditions usability and appearance. Trim includes
The conditions, or contract, under which lines, boxes, URL links, and text. These
the SLA is in effect. fields do not contain data.
threshold SLAs upstream
Compares a threshold to the goals defined Devices that are typically closer to the
in the SLA to determine if the SLA is met or network backbone (client machines or
missed. Allows you to monitor whether a servers). See also network topology and
critical application that you are using has downstream.
responded within the time period specified useful life
in the goals. The number of years that a depreciable asset
time-based SLAs is expected to be in use.
Measures the time taken, for example, to user
resolve a Help Desk request from the time Any person with permission to access the
the request was submitted to the time it was AR System. See also access control, group,
resolved. Any time that falls within the permission.
“Exclude when” qualification is ignored user default
and not measured. A value or set of values that a user can
time data type predefine. A user default overrides an
The data type used for fields containing AR System administrator default. See also
time values. Time values are stored as the administrator default.
number of seconds from 12:00:00 a.m. See User form
also date/time data type. The form in which administrators add users
toolbar to the AR System and specify the type of
In Remedy User, the row of buttons below access each will have.
the menu bar that enables easy access to user interface (UI)
commonly used menu commands. The junction between a user and a
toolbar button computer program. An interface is a set of
In Remedy User, an icon for a menu item commands or menus through which a user
that triggers an active link. See also button, communicates with a program. A
menu item. command-driven interface is one in which
Total Cost of Ownership (TCO) you enter commands. A menu-driven
A term to describe all the costs involved in interface is one in which you select
owning an asset or assets. command choices from various menus
displayed on the screen. See also graphical
trim user interface (GUI).
Lines, boxes, text, and URL links used to
enhance the usability and appearance of a
form.

244 "Glossary
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variable Web Service


A data element that changes according to A programmatic interface that enables
the conditions. messages to be sent to and received from an
vendor form application over a network (Internet or
Forms that allow users to connect to intranet), using standard Internet
external data sources, such as text or technologies. It uses a combination of
spreadsheet data, that reside on local or platform-independent protocols such as
remote servers. Extensible Markup Language (XML), Web
Services Description Language (WSDL),
verification reports and Simple Object Access Protocol (SOAP).
A series of reports confirming that someone
is assigned to all change requests, change Web Service Description Language (WSDL)
tasks, and help desk cases. An XML-based language used to define web
services and how to access them.
view
See form view. wildcard
A character that users can enter to represent
view field other characters in a search. For example, in
Field that provides a browser window search statements in character and diary
within a form. Can be used to display a fields, users can specify wildcards to match
URL, the contents of an attachment, or single characters, strings, or characters
direct HTML text. within a range or set.
view form
workflow
A form that allows users to connect to 1) A set of business processes used to run a
external database tables accessible by the company. 2) The automation of business
AR System database user. processes through actions performed by
view layout active links, filters, and escalations.
The location of fields in a user view. work space
view user interface (VUI) A subset of all objects on the server
A structure that contains information about displayed in Remedy Administrator. This
a single view. subset of server objects is defined in a
web client packing list.
An AR System client that runs in a web write license
browser to provide a user interface to A license that allows a user to modify and
AR System applications. save data in existing requests as field and
form permission settings allow. See also
fixed license, floating license, read license.
XML Schema or XML Schema Definition (XSD)
Provides a means for defining the structure,
content, and semantics of XML documents.

Glossary ! 245
Remedy IT Service Management for the Enterprise 6.0

246 "Glossary
Index

A applications
access control groups Citizen Response 16
application 80 configuring 9
Remedy Help Desk 53 Customer Support 16
active links, defined 22 installing two or more
adding on Remedy Help Desk 35
applications to the Windows Start menu Quality Management 16
Remedy Help Desk 48 Remedy Asset Management 16
asset down status definitions 133 Remedy Change Management 16
people to groups 79 Remedy Help Desk 16
postal codes 118 SLA 16
shortcuts to the Windows Desktop APP-Management access control group
Remedy Help Desk 45 adding managers to 72
states and provinces 117 adding people to 80
Address configuration tasks 19 Remedy Help Desk 54
addresses, configuring 113 APP-Purchasing access control group
administrator adding people to 80
adding to APP-Administrator group 60 Remedy Asset Management 54
required groups 18 APP-Receiving access control group
advanced configuration tasks 19 adding people to 80
overview 122 Remedy Asset Management 54
Remedy Asset Management 123 APP-Reporting access control group
Remedy Change Management 123 adding people to 80
Remedy Help Desk 122 Approval Admin access control group
Airpro pager command line example 110 adding people to 80
APP-Administrator access control group Asset Management 53
adding people to 80 Approval Server 20
Remedy Help Desk 54 approvals
application administrator, defining 59 approval processes
application permission groups, defining 80 predefined 140
selecting 143

Index ! 247
Remedy IT Service Management for the Enterprise 6.0

approval roles, defined 155 Asset Inventory Settings task 134


configuring Asset Management
change level 148 Approval Admin access control group 53
custom 152 asset notifications
management chain 144 creating 137
emergency, defined 140 deleting 137
non-emergency, defined 140 modifying 137
approvers Asset Notifications Configuration task 135
combining roles and individuals 155 Asset Reconciliation Configuration Console
groups task 138
configuring 155 Asset Reorder Level and Lead Time Specification
defined 155 task 138
roles 155 assets
APP-Support access control group configuring depreciation criteria 130
Remedy Asset Management 53 deleting 129
Remedy Help Desk 54 deleting depreciation criteria 131
AR System discovery services 135
creating AR System User Preference records duplicate records 129
Remedy Help Desk 52 modifying depreciation criteria 131
error log 28 relating to cases 66
log files 28 assigning skills
permissions 70 to support groups 86
User form 59 to support individuals 91
version 27 to support staff 86
Asset 129 assignment process
Asset Approval Process for Configurations business models for 84
configuring 124 defined 101
modifying 125 deleting 101
overview 124 audience for this guide 10
task 124 availability SLAs
asset categorization 22 automatically attaching records to 204
levels 65 using with custom applications 200
Asset Contract Categorization task 127
Asset Contract Categorizations B
configuring 127 base form, web service 209
defining 127 browser compatibility matrix 26, 27, 30, 31, 59
deleting 127 bulk items
Asset Deletion task, overview 129 configuring 138
Asset Depreciation Criteria Configuration deleting 139
task 130 modifying 139
asset down status definitions removing 139
defining 132 business hours, configuring 95
deleting 133
modifying 133 C
Asset Down Status task 132 categorization

248 "Index
Installation and Configuration Guide

bulk items 138 companies and contacts


category type level 64 configuring contacts 163
configuring 66 creating companies 162
creating 64 deleting 164
creating relationships 66 modifying 164
defining 66 companies, configuring 162
deleting 69 Company and Contact Configuration task 161
item level 64 compatibility matrix, browser 26, 27, 30, 31, 59
modifying 69 configuration prerequisites 18
Remedy Help Desk configuration tasks
assets 65 Asset Approval Process for
creating 67 Configurations 124
defaults 66 Asset Contract Categorization 127
overview 64 Asset Deletion 129
type level 64 Asset Depreciation Criteria
using in multiple modules and applications 66 Configuration 130
categorizing assets 22 Asset Down Status 132
change approvals Asset Inventory Settings 134
defined 140 Asset Notifications Configuration 135
Non-emergency Changes task 144 Asset Reconciliation Configuration
Change Approvals task 143 Console 138
change categorizations, creating 65 Asset Reorder Level and Lead Time
change level approvals, configuring 148 Specification 138
change requests Change Approvals, Non-emergency
defined 65 Changes 144
emergency, options 143 Change Tasking Escalations 159
templates Change Tasking Settings 159
creating 184 Charge-back Time Periods 159
deleting 186 Company and Contact Configuration 161
modifying 186 Configure Survey Questions 165
removing 186 Cost Categorization 166
Change Tasking Cost Centers 169
escalations 155 Define Summary Definitions 177
support staff personal preferences 104 Predefined Change Templates 183
Change Tasking Escalations task 159 Predefined Tasks Templates 186
Change Tasking module of Remedy Help Desk 65 Remedy Asset Management Settings 134
Change Tasking Settings task 159 Remedy Change Management Escalations 155
Charge-back Time Periods task 159 Remedy Change Management Settings 157
charge-back time periods, creating 159 Remedy Help Desk Escalations 180
combination installations 34 Remedy Help Desk Settings 182
command line paging TCO Define Cost Rates 190
Airpro pager example 110 configuration, companies 162
configuring 108 Configure Business Holidays form 95
defined 108 Configure Business Workdays form 95
Telamon pager example 109 Configure People Definition form 111

Index ! 249
Remedy IT Service Management for the Enterprise 6.0

Configure Survey Questions task 165 configuring 163


configuring configuring categorizations 127
addresses 113 creating 163
applications 9 contract categorizations
approver groups (roles) 155 deleting 127
Asset Approval Process for modifying 127
Configurations 124 Cost Categorization task 166
asset contract categorizations 127 cost categorizations, configuring 167
asset down status 132 cost centers
bulk items 138 adding target cost centers 173
business hours 95 configuring 171
categorization 66 defined 169
change level approvals 148 deleting 175
command line paging 108 modifying 175
contact categorizations 127 removing 175
contacts 163 source, defined 170
cost categorizations 167 target, defined 170
cost centers 171 Cost Centers task 169
countries 114 cost rates, defining 191, 193
custom approvals 152 countries, configuring 114
depreciation criteria 130 creating
email paging 73 AR System User Preference records
groups 75 Remedy Help Desk 52
lists 22 asset notifications 137
locations 62 categorizations 64, 67
management chain approvals 144 change categorizations 65
notifications 135 change request templates 184
overview 18 charge-back time periods 159
pager vendors 111 companies 162
people 70 contacts 163
people in groups 79 groups 75
postal codes 118 holiday definitions 100
predefined summaries 179 locations 63
prerequisites 18 notifications 135
provinces and states 116 people 71
purchase reorder levels 138 people in groups 79
Remedy Application Configuration 18 Predefined Task Templates 187
Remedy ITSM applications 18 support staff personal preferences 104
Remedy Service Level Agreements 9, 10 survey questions 165
roles 155 Windows shortcuts
states and provinces 116 Remedy Help Desk 45
using categorization 66 workday definitions 96
workday business hours 95 custom applications 200
ZIP codes 118 custom approvals, configuring 152
contacts customer support web site 21

250 "Index
Installation and Configuration Guide

customizing groups 78
notifications 23 holiday definitions 101
Remedy ITSM applications 20 locations 64
notifications 137
D people 75
data language defined 24 postal codes 120
database Predefined Task Templates 189
Microsoft SQL Server 29 purchase reorder levels 139
database transaction log, increasing capacity 28 reconciled asset entries 129
databases request summaries 180
IBM DB2 29 skills
Microsoft SQL Server 29 from support groups 90
recommended disk space 28 from support individuals 94
Sybase 30 support staff personal preferences 107
Define Summary Definitions task 177 workday definitions 97
defining depreciation criteria
application administrator 59 configuring 130
application permission groups 80 deleting 131
approval role 155 modifying 131
Asset Contract Categorizations 127 detailed log files 198
asset down status 132, 133 discovery services 135
assignment process 101 disk space, recommended 26
categorizations 66 display language defined 24
cost rates document-style, messaging for web services 208
by assignee group 193 duplicate asset records, deleting 129
by category 191
groups 75 E
notifications 135 education, Remedy 20
people 71 Electronic Software Distribution 39
request summaries 178 email notifications, using 27
summaries 177 email paging
support staff personal preferences 104 configuring 73
survey questions 165 defined 108
deleting emergency approvals, defined 140
asset contract categorizations 127 emergency change requests, options 143
asset down status definitions 133 error log
asset notifications 137 AR System 28
bulk items 139 files 198
categorizations 69 escalations
change request templates 186 Change Tasking 155
companies and contacts 164 default 157
contract categorizations 127 defined 23
cost centers 175 modifying 155, 156, 181
depreciation criteria 131 Remedy Change Management 155
duplicate asset records 129 Remedy Help Desk 180

Index ! 251
Remedy IT Service Management for the Enterprise 6.0

ESD 39 notification, defined 75


Problem Management access control, Remedy
F Help Desk 54
field lists 22 support notification
filters defined 22 Remedy Help Desk 55
fixed licenses 18 Support Notification Group, defined 76
floating licenses 18 gunzip utility 40
forms
AR System H
Group 55 holiday definitions
Person Information 70 deleting 101
User 59, 70 modifying 101
Configure Business Holidays 95
Configure Business Workdays 95 I
Configure People Definition 111 IBM DB2 database 29
SLA Config 205 installation
SLA_Attach 201 combinations 34
logging 197
G notes, web services 31
General configuration tasks 19 post-installation task for SLAs 199
General Notification Group, defined 76 prerequisites 25
general notification groups, Remedy Help Desk 55 script, running
Group form not detected message 196 Remedy Help Desk 40
Group form, AR System 55 software, obtaining on the Web 39
groups troubleshooting 196
access control installing
Remedy Help Desk 53 online help files
adding people to 79 on UNIX 43
Administrator, AR System 18, 27 on Windows 36
APP-Administrator overview (illustrated) 17
as a configuration prerequisite 18, 27 Remedy Email Engine 27
Remedy Help Desk 54 Remedy Help Desk
assigning responsibilities to support on UNIX 39
groups 86 on UNIX as non-root 39
assigning skills to support groups 86 on Windows 34
configuring 75 Remedy Service Level Agreements 9, 10
default group IDs shared components 17
Remedy Help Desk 55 two or more applications, Remedy Help
defining 75 Desk 35
deleting 78 internationalization overview 23
deleting people from 81
general notification K
Remedy Help Desk 55 keywords for summaries 178
General Notification Group, defined 76
modifying 78

252 "Index
Installation and Configuration Guide

L groups 78
licenses holiday definitions 101
fixed 18 locations 64
floating 18 notifications 137
licensing people 75
Remedy Help Desk 45 postal codes 120
lists Predefined Task Templates 189
configuring 22 purchase reorder levels 139
field 22 request summaries 180
localization overview 23 support staff personal preferences 107
locations workday definitions 97
configuring 62 your web service 210
creating 63
deleting 64 N
modifying 64 non-emergency approvals, defined 140
log files notification groups
application installation 197 defined 75
AR System 28 defining 75
detailed 198 Remedy Help Desk 55
error 198 notifications
Remedy Installation Kit 197 customizing 23
summary 198 defining 135
using to troubleshoot an installation 198 deleting 137
modifying 137
M removing 137
management chain approvals, configuring 144
mapping, in web services 209 O
memory, recommended 26 obtaining installation software on the Web 39
Microsoft SQL Server database 29 Offset Hours field, business hours 97
modifying offset value for business time calculations 98
Asset Approval Process for online help files
Configurations 125 installing
asset contract categorizations 127 on UNIX 43
asset down status definitions 133 on Windows 36
asset notifications 137 opening Remedy Application Configuration 58
bulk items 139 operations, web service 209
categorizations 69 optional tasks 20
change request templates 186 Oracle database 30
companies and contacts 164
contract categorizations 127 P
cost centers 175 paging
depreciation criteria 131 command line 73, 106, 108
escalations configuring pager vendors 111
predefined 155 email 73, 106, 108
Remedy Help Desk 180 third-party software vendors 108

Index ! 253
Remedy IT Service Management for the Enterprise 6.0

patches 26 modifying 139


people
configuring 71 R
creating 71 RE Definition Author access control group
defining 71 adding people to 80
deleting 75 RE Manual Identification access control group
modifying 75 adding people to 80
VIPs 72 RE Operator access control group
people in groups adding people to 80
configuring 79 recommended
creating 79 disk space 26
permission groups memory 26
application 80 reconciled asset entries, deleting 129
Remedy Help Desk 53 records, attaching to availability SLAs 204
permissions, AR System 70 relating assets to cases 66
Person Information form, AR System 70 Remedy Application Configuration
personal preferences, support staff 104 console 19
populating groups 79 opening 58
postal codes overview 18
configuring 118 Remedy Approval Server
deleting 120 forms 20
modifying 120 Remedy Asset Management
predefined approval processes 140 advanced configuration tasks 123
Predefined Change Templates task 183 application 16
predefined reports 22 APP-Support access control group 53
predefined summaries notifications 135
configuring 179 web services 222
overview 177 Remedy Asset Management Settings task 134
Predefined Task Templates Remedy Change Management
creating 187 advanced configuration tasks 123
deleting 189 application 16
modifying 189 approvers 140
sequence 189 escalations 155
task 186 web services 219
prefix, changing for SLAs 200 Remedy Change Management Escalations task 155
prerequisites Remedy Change Management Settings task 157
configuration 18 Remedy education 20
Remedy ITSM applications installation 25 Remedy Email Engine, installing 27
Problem Management access control group Remedy Help Desk
adding people to 80 advanced configuration tasks 122
Remedy Help Desk 54 application 16
provinces and states, configuring 116 assigning skills to individuals 91
purchase reorder levels categorization
configuring 138 creating 67
deleting 139 default 66

254 "Index
Installation and Configuration Guide

levels 64 asset notifications 137


overview 64 bulk items 139
Change Tasking module 65 categorizations 69
designating support staff 87 change request templates 186
escalations 180 companies and contacts 164
groups contract categorizations 127
access control 53 cost centers 175
APP-Administrator access control 54 depreciation criteria 131
APP-Support access control 54 duplicate asset records 129
default group IDs 55 groups 78
notification 55 holiday definitions 101
Problem Management access control 54 locations 64
installing 34 people 75
on UNIX 39 postal codes 120
on UNIX as non-root 39 Predefined Task Templates 189
item categorization level 64 purchase reorder levels 139
licensing 45 reconciled asset entries 129
support staff request summaries 180
business models 84 skills
configuration overview 84 from support groups 90
personal preferences 104 from support individuals 94
type categorization level 64 support staff personal preferences 107
web services 216 workday definitions 97
Remedy Help Desk Escalations task 180 reports
Remedy Help Desk Settings task 182 accessing 52
Remedy Installation Kit log files 197 predefined 22
Remedy ITSM applications viewing from the Web
about 9 Remedy Help Desk 53
architecture 17 request summaries
configuring 18 defining 178
creating users 70 deleting 180
customizing 20 modifying 180
installation log files 197 required tasks 20
installation prerequisites 25 responsibilities
overview 9, 16 assigning
web views 17 to support groups 87
workflow definitions 21 to support individuals 91
Remedy Service Level Agreements deleting
configuring 9, 10 from support groups 90
installing 9, 10 from support individuals 94
Remote Procedure Call, messaging for web roles, configuring 155
services 208 running, application installation script 40
removing
asset contract categorizations 127 S
asset down status definitions 133 script

Index ! 255
Remedy IT Service Management for the Enterprise 6.0

installation, running notification groups


Remedy Help Desk 40 Remedy Help Desk 55
service desk staff personal preferences
entries in the User form 72 Change Tasking 104
license requirements 72 creating 104
manager 72 deleting 107
shared components, installing 17 general 104
shortcuts to applications modifying 107
creating for overview 104
Remedy Help Desk 45 Remedy Help Desk 104
skills Remedy Help Desk business models 84
assigning support web site 21, 22
to support groups 87 support-specific configuration, overview 84
to support individuals 91 survey questions, creating 165
deleting Sybase database 30
from support groups 90
from support individuals 94 T
SLAs table fields, defined 23
advanced configuration tasks 124 target cost centers, adding 173
application 16 task templates 186
availability tasks
automatically attaching records to 204 additional configuration 19
using with custom applications 200 Address configuration 19
changing the prefix 200 advanced configuration 19
post-installation tasks 199 General configuration 19
web services 224 optional 20
states and provinces, configuring 116 order of 20
summaries required 20
definitions 177 Support Specifics configuration 19
keywords 178, 179 TCO Define Cost Rates task 190
summary log files 198 Telamon pager command line example 109
Support Notification Group, defined 76 troubleshooting the installation 196
Support Specifics configuration tasks 19
support staff U
assigning responsibilities to UNIX
groups 86 online help files
individuals 91 installing 43
overview 86 Remedy Help Desk
assigning skills to installing 39
groups 86 UNIX as non-root
individuals 91 Remedy Help Desk
overview 86 installing 39
deleting responsibilities from groups 90 User form, for AR System permissions 70
deleting skills from groups 90 users, license type required 70
designating for Remedy Help Desk 87

256 "Index
Installation and Configuration Guide

V
VIP field 72

W
web services
and AR System 209
and Remedy Asset Management 222
and Remedy Change Management 219
and Remedy Help Desk 216
Base form 209
clients 215
defined 208
describing 208
document-style messaging 208
installation notes 31
mapping 209
modifying 210
operations 209
Remote Procedure Call messaging 208
XML schema 210
Windows 34
online help files
installing 36
Remedy Help Desk
installing 34
workday definitions
creating 96
deleting 97
modifying 97
workflow
definitions 21
definitions in IT Service Management for the
Enterprise 21
documentation 21
writing web service clients 215

X
XML forms, for web services 210

Z
ZIP codes, configuring 118

Index ! 257
Remedy IT Service Management for the Enterprise 6.0

258 "Index
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