BMC Remedy Service Desk: Incident Management 7.6.

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User’s Guide

October 2009

www.bmc.com

Contacting BMC Software
You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

United States and Canada
Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 713 918 8800 or 800 841 2031 Fax 713 918 8000

Outside United States and Canada
Telephone (01) 713 918 8800 Fax (01) 713 918 8000

If you have comments or suggestions about this documentation, contact Information Design and Development by email at doc_feedback@bmc.com.

© Copyright 1996, 1998–1999, 2002–2006, 2009 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IT Infrastructure Library® is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL® is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. BMC Software 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 for the product and the proprietary and restricted rights notices included in this documentation.

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 UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES.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.

Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support. From this website, you can:
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Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.

Support by telephone or email
In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:yourSupportContractID, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software
Have the following information available so that Customer Support can begin working on your issue immediately:

Product information — — — Product name Product version (release number) License number and password (trial or permanent)

Operating system and environment information — — — — — Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, program, and communication) including type, version, and service pack or maintenance level

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Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) — — — Product error messages Messages from the operating system, such as file system full Messages from related software

contact your local support center for assistance.License key and password information If you have a question about your license key or password. call 800 537 1813.) In the United States and Canada.com/support. contact Customer Support through one of the following methods: ■ E-mail customer_support@bmc. (In the Subject line. Submit a new issue at http://www. Outside the United States and Canada. such as SupID:12345. ■ ■ . enter SupID:yourSupportContractID.bmc.com.

. . . . . . . . . . . . . . 9 Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requester console users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Manager roles. . . . . . . . . . . . . . Incident resolution—first call resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Working with the Overview console Functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Preface 9 Best Practice icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting service requests with errors . . . . . . . . . . Chapter 2 Working with the Requester console Requester role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 BMC Remedy IT Service Management Suite documents. . . . . . . . Working with service requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Support staff roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mapping permission groups to SMPM roles . . 46 Selecting status values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing the IT Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Process flow and the lifecycle of an incident request . . . . . . . . 44 Console list table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defining a service request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consoles overview . . . . . . . . . . . . . . . . . Incident Request form views . . . . . . . . . . . . . . . . . . . . . . Performing additional service request functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Best Practice view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Contents 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Incident resolution with assignment to specialist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Incident management use cases. . . . . . . . . Classic view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Chapter 1 Introducing BMC Remedy Incident Management 13 14 15 15 16 17 19 20 21 22 23 24 24 25 27 27 29 33 34 35 37 37 38 39 43 Getting started . . . . . . . . . . . . Calbro Services user data . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Recording time worked on an incident request . . . . . . . . . . . . . . . 63 First call resolution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Chapter 5 Resolving and closing incident requests as support staff 73 Resolving incident requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Viewing incident request records . . . . . . . . . . . . . . . . . . . 69 Restoring a resolved incident request record to In Progress status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Working with assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Creating a change request. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Receiving notification of assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Assigning incident requests . . . . . . . 70 Reassigning incident requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Modifying work information entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Searching for a solution. . . . . . . 56 Reviewing the status of an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Closing incident requests . . . . . . . 88 Moving a resolved incident request back to In Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Creating an Incident request record using a template . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Approving solutions . . . . . . . . . . . 78 Working with tasks . . . . . . . . . . . . . . . . . . . . . . . . 89 Reopening a resolved or closed incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Chapter 4 Registering and assigning incident requests as support staff 49 Functional areas of the console. . . . . . . . . . . . . . . . . . . . . . . . . . . 97 6 User’s Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Relating incident requests as duplicates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Creating work information entries . . . . . . . . . . . . . . . . . . . . 83 Updating an incident request. . . . . . . . . . . . . . . . . . . . . . . . . . 84 Creating a solution database entry from an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Creating a knowledge base article from an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Searching for incident request records using Company and View By . . . . . . . . . . . . . . . . . . 93 Overview of BMC SLM calculations . . . . . . . . . . . . . 95 Handling incident escalations. . . . . . . . . . . . . . . . . . 50 Managing service targets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Closing an incident request . . . . . . . . . . . . . . . . . . . . 92 Tracking incident requests . . . . . . 89 Chapter 6 Working with incident requests as a manager 91 Assigning incident requests as a group coordinator. . . . . . 94 Working with the Watch List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Registering incident requests . . . . . . 59 Adding or modifying a customer profile . . . . . . 92 Rejecting an incident . . . . . . . . . . . . . . . . . . . . . . 74 Accepting an incident request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Creating an incident request record without a template . . . . . . . . . . . . . . . . . 86 Completing an incident request. . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Canceling tasks . Assigning and reassigning tasks . . . . . . . . . . . . . . . . Chapter 8 Supplemental BMC Remedy Incident Management features Using the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . and canceling incident requests with open tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tracking the time spent working on tasks . . . Updating task record details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding work information to a task. . . . . . . . . . . . . Using the Service Desk ROI flashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Printing records . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating a problem from an incident . . . . . . . . . . Creating ad hoc tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Closing tasks . . Viewing your profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . closing. . . . . . BMC Remedy Incident Management KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Planning task times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recording CI unavailability . . . . Modifying records . . . . . . . . . . Opening the KPI flashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . KPI flashboard variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reassigning task sequence numbers . . . . . . Canceling an incident with open tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding tasks using task templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configured parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Searching for records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running Defined Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opening the Task form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contents 7 . . Creating a custom search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting application preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing and displaying data. . . . . . . . . . . . . . ROI Active variables . . . . . . . . . . . Using scripts . . . . . . . . Resolving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reassigning sequence numbers to task group children. Searching all records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Chapter 7 Creating and monitoring tasks 99 100 100 101 102 103 104 104 105 106 106 106 107 109 110 110 111 111 113 114 115 115 117 118 119 121 122 123 125 125 126 127 127 128 129 130 130 131 131 131 132 Tasks overview . . . . . . . . . . . . Using the decision tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing and displaying data. . . . . . . . . . . Opening and viewing individual task records . . . . . . Accepting task assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . 158 Placing bulk CIs in inventory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Paging and sending email messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Removing relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Working with reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Updating assignment availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Managing inventory tasks . . . . . . . . . . . . . . . . 137 Creating reminders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Generating a standard report . . . . . 159 Placing non-bulk CIs in inventory . . . . . . . . . . . . 135 Modifying relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Inventory management . . . . . . . . . . . 133 Copying relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Sending email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Viewing and modifying broadcast messages . . . . . . . . . . . 136 Performing quick actions on a relationship . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Broadcasting messages . . . . . . . . . . . . . . . . . . . . . . 133 Defining relationships . . . . . . . . . . . . . . . . . . . 142 Limiting the number of messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Paging a person or on-call group. . .Working with relationships . . . . . . . . . . . . . . . . 152 Chapter 9 Managing configuration items 153 Creating a CI . . . . . . . . . . . . . . . . . . . . . . . . . 160 Index 163 8 User’s Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Generating a report using qualifications . . . . . . . . . . 139 Creating broadcast messages . . . . 134 Indicating impacted areas. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

which is also described in this guide. anyone requesting support from IT). The BMC Remedy IT Service Management Suite includes: ! The BMC Remedy Service Desk solution.Preface BMC Remedy Service Desk: Incident Management 7. is intended for any IT “requester” (that is.00 User’s Guide is intended for the following IT professionals: ! ! IT support staff IT managers The Requester console. Best Practice icon The Best Practice icon highlights processes or approaches that BMC has identified as the most effective way to use certain features in the suite.00 User’s Guide describes how to use the BMC Remedy Incident Management application of the BMC Remedy IT Service Management Suite.6. which includes the BMC Remedy Incident Management application and the BMC Remedy Problem Management application The BMC Remedy Asset Management application The BMC Remedy Change Management application. Audience The BMC Remedy Service Desk: Incident Management 7. Preface 9 .6. All these applications receive data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB). which also includes the BMC Remedy Release Management module ! ! The applications run with the BMC Remedy Action Request System (BMC Remedy AR System) environment and share a common database.

online documentation is available with the product and on the Customer Support website at http://www.6.00 products BMC Remedy Service Desk: Problem Procedures for using the BMC Remedy Service Desk: Management User’s Guide Problem Management application. Everyone BMC Remedy Service Desk: Incident Procedures for using the BMC Remedy Incident Management User’s Guide Management application. Unless otherwise noted.6. includes new features and overview. includes new features and overview.com/support.6. Everyone Conceptual overview information about the applications that make up the BMC Remedy ITSM suite of applications.00. BMC Remedy Asset Management User’s Guide BMC Remedy Change Management User’s Guide BMC Best Practice Process Flow for Availability Management BMC Best Practice Process Flow for Capacity Management BMC Best Practice Process Flow for Change Management BMC Best Practice Process Flow for Configuration Management 10 User’s Guide Procedures for using the BMC Remedy Asset Management application. includes new features and overview. Everyone Help for using and configuring BMC Remedy Incident Management. Procedures for using the BMC Remedy Change Management application. . BMC Remedy IT Service Management Configuration Guide Procedures for configuring the BMC Remedy IT Service Administrators Management applications.00 Information about known issues in each release of BMC Everyone Remedy IT Service Management. A white paper describing the best practice work flow for Everyone the capacity management process. Available from Help links after Help is installed. available by clicking Help in the product interface.bmc. Everyone Everyone Everyone A white paper describing the best practice work flow for Everyone the availability management process.00 BMC Remedy IT Service Management Suite documents The following table lists the documentation available for BMC Remedy Service Desk: Incident Management 7. A white paper describing the best practice work flow for Everyone the change management process. BMC Remedy IT Service Management Concepts Guide Help Other BMC Remedy IT Service Management 7. includes new features and overview. Also provides a list of new features included with the applications. A white paper describing the best practice work flow for Everyone the configuration management process.BMC Remedy Service Desk: Incident Management 7. Title BMC Remedy IT Service Management Release Notes Document provides Audience BMC Remedy Service Desk: Incident Management 7.6. It also lists relevant documents for related solutions and products.

open issues.00 BMC Remedy Approval Server Guide Information about installation and configuration of the Everyone BMC Remedy Approval Server. A white paper describing the best practice work flow for Everyone the incident management process. Everyone Information about using BMC Atrium CMDB. Preface 11 . and viewing federated data. including Users searching for and comparing CIs and relationships. relating CIs. running impact simulations. A white paper describing the best practice work flow for Everyone the financial management process. and resolved issues. and resolved issues. filter and console error messages and their solutions. Service Management Solutions Release Notes BMC Atrium CMDB 7. A white paper describing the best practice work flow for Everyone the service level management process. Information about resolving issues with BMC Atrium Core components.5.5. programmers. A white paper describing the best practice work flow for Everyone the event management process. BMC Service Level Management 7. Administrators and BMC Impact Manager users Everyone BMC Service Impact Manager: Detailed information about the Integration for the BMC Integration for BMC Remedy Service Remedy Service Desk (IBRSD) component. and understanding the approval workflow. Also provides a list of new features included with the application. This guide is Desk User Guide intended for system administrators and users with an understanding of the BMC Impact Manager and BMC Remedy Service Desk environments. how to use the BMC Remedy Approval Server.6.BMC Remedy IT Service Management Suite documents Title BMC Best Practice Process Flow for Continuity Management BMC Best Practice Process Flow for Event Management BMC Best Practice Process Flow for Financial Management BMC Best Practice Process Flow for Incident Management BMC Best Practice Process Flow for Problem Management BMC Best Practice Process Flow for Release Management BMC Best Practice Process Flow for Service Level Management Solutions Document provides Audience A white paper describing the best practice work flow for Everyone the continuity management process. and BMC Support personnel BMC Atrium Core Troubleshooting Guide BMC Remedy Action Request System 7. viewing history. Administrators. including API.00 BMC Service Level Management Release Notes Information about known issues in each release of BMC Everyone Service Level Management. Information about new features. A white paper describing the best practice work flow for Everyone the problem management process. A white paper describing the best practice work flow for Everyone the release management process. open issues.00 BMC Atrium Core Release Notes BMC Atrium CMDB User's Guide Information about new features.

6.6.5. Information about new features and known issues.6.00 BMC Service Management Process Model Role Mapping to BMC Remedy ITSM Suite Everyone 12 User’s Guide . Everyone BMC Service Management Process Model 7.00 Title BMC Service Level Management User’s Guide Document provides Procedures for using the BMC Service Level Management application. includes new features and overview. Audience Everyone BMC Service Request Management 7. includes new features and overview.00 BMC Service Request Management Release Notes Everyone Everyone BMC Service Request Management Procedures for using the BMC Service Request User’s Guide for Administrators and Management application.BMC Remedy Service Desk: Incident Management 7.00 BMC Remedy Knowledge Management User Guide Procedures for using the BMC Remedy Knowledge Management application. Users BMC Remedy Knowledge Management 7. List and description of BMC Service Management Process Model roles.

thus ensuring that the best achievable levels of availability and service are maintained.” The BMC Remedy Incident Management application helps you to restore normal service operation quickly by managing all aspects of an incident. The SMPM describes a set of predefined processes for the delivery and support of information technology (IT) services.Chapter 1 Introducing BMC Remedy Incident Management According to IT Infrastructure Library® (ITIL®) standards. the primary goal of the incident management process is “to restore normal service operation as quickly as possible with minimum disruption to the business. The following topics are provided: ! ! ! ! ! ! Getting started (page 14) Incident Request form views (page 16) Calbro Services user data (page 20) User roles (page 21) Process flow and the lifecycle of an incident request (page 25) Incident management use cases (page 27) Chapter 1 Introducing BMC Remedy Incident Management 13 . from creation to their resolution and closure. which is a companion product to BMC Remedy Incident Management. The processes described in this guide are developed from the BMC Service Management Process Model (SMPM). The processes described by the SMPM are aligned with ITIL good practices.

http://webserver:port/arsys/home In the preceding URL: ! ! webServer is the fully qualified name of the BMC Remedy Mid Tier system. which is needed if the web server is not on the default port (port 80). The system can also be configured so the Incident Management console (or any other installed program’s console) appears instead.6. NOTE For information about the various consoles you can use to access BMC Remedy Incident Management. See “Setting application preferences” on page 126 for information about how to configure your user ID to open the Incident Management console by default. The method to use depends on your organization’s policies and procedures. when you start the BMC Remedy Action Request System (BMC Remedy AR System) server.com/support Note: For a list of supported browsers. This behavior might be different if your installation of BMC Remedy Incident Management was upgraded from an earlier version. This configuration can be done either by a system administrator—for all BMC Remedy Incident Management users—or you can configure just your user ID to see the Incident Management console. Both of these methods are described in Table 1-1. Table 1-1: Starting the Incident Management console Using a browser Using the BMC Remedy user client Type the following URL in to your browser’s address If you are using Microsoft Windows XP. port is an optional port number.BMC Remedy Service Desk: Incident Management 7.00 Getting started For new installations of BMC Remedy Incident Management. specified in the format server_name. How you start the BMC Remedy AR System server depends on whether you are using the BMC Remedy User client or a browser.bmc.com. the Overview console appears by default. choose Start > All Programs > BMC Software > AR System > bar: BMC Remedy User.company. see the Product 14 User’s Guide . Availability and Compatibility page on the Customer Support website at http://www. see “Consoles overview” on page 15.

click the Incident Management link in the Navigation pane. and then click OK. for example—to access the Application Administration console. Note: The user name and password are case sensitive. Requester console Overview console From the Requester console. Consoles overview The following consoles provide access to all or a part of BMC Remedy Incident Management: ! ! ! Requester console Overview console Incident Management console Figure 1-1 on page 16 shows how these consoles integrate with BMC Remedy Incident Management and other BMC Remedy ITSM applications. service desk workers who fulfill many different roles can view incident requests that are assigned to them through BMC Remedy Incident Management. click the Incident Management link in the Navigation pane. name are case sensitive.Getting started Table 1-1: Starting the Incident Management console (continued) Using a browser Enter your user name and password. Using the BMC Remedy user client 1 Enter your user name and password. Using the Overview console. or another console opens. and additional work assignments that come to them through other BMC Remedy ITSM applications with which BMC Remedy Incident Management integrates: ! ! ! NOTE BMC Remedy Problem Management BMC Remedy Asset Management BMC Remedy Change Management Chapter 1 Introducing BMC Remedy Incident Management 15 . and then click Log in. enter the preference server’s name in the Preference Server field. click the IT Home Page link in the Consoles section of the Navigation pane of the console you are currently working from. IT users can submit incident requests directly to BMC Remedy Incident Management. Accessing the IT Home Page If you must access the IT Home Page. or another console opens. Note: The user name. If the Overview. 2 If your organization uses a preference server. password. or if you configured your user ID to open the Incident Management console by default. and preference server If the Overview.

BMC Remedy Service Desk: Incident Management 7.6.00

Incident Management console

The Incident Management console is the main console for the application. It provides service desk workers with a single point from which they can generate incident requests, monitor the progress of incident requests as they move through their lifecycle, and record work that was performed while solving the incident request. As you work with the forms and dialog boxes associated with the consoles, you might see a plus sign (+) included in a field label. You can type part of the information next to these fields and press ENTER. If an exact match is located, the program automatically completes the field. If a selection list appears, double-click the item you want to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the information.
Figure 1-1: Consoles used to access BMC Remedy Incident Management

Working with forms and dialog boxes

Incident Management application Requester console
Users: All people requesting support from IT Purpose: Used to submit incident requests and change requests.

Incident Management console
Users: Service Desk Analysts, and people fulfilling various service desk management roles Purpose: Used to create incident requests, monitor the progress of incident requests as they move through their lifecycle, and to record the work performed while solving the incident request.

Overview console
Users: Specialists Purpose: Used to view the incident requests, problems, solutions, known errors, change requests, or associated tasks that are assigned to them.

Integrates with Problem Management, Change Management, Asset Management, and Service Level Management

Other BMC Remedy ITSM applications

Incident Request form views
BMC Remedy Incident Management release provides different ways to view the Incident Request form:
! !

Best Practice view (the default view) Classic view

Your view is configured for you by your system administrator. For information about configuring views, see the BMC Remedy IT Service Management Configuration Guide for information about configuring views.

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User’s Guide

Incident Request form views

NOTE
If a procedure differs depending on the view, both methods are described. Instructions for the Best Practice view are provided first.

Best Practice view
In this view, the fields most commonly used for creating, resolving, and updating incident requests are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the Navigation pane. The order in which the fields appear on the form reflect the order in which you gather the information when you create the incident request record. This reduces the amount of time needed to create the record and improves the overall efficiency of the operation. Also, by making the Work Detail tab visible beside the customer information when you open the record, the most important information is immediately visible when you require a quick but comprehensive overview of an existing incident request. Figure 1-2 on page 19 illustrates the Best Practice view. The following list outlines the Best Practice view features:
!

Customer field—In the Customer field you can type only a few characters and press Enter. The application completes the customer details immediately if it finds a unique match with what you typed or displays a list of people from which you can select, if multiple matches are found. You do not need to complete a combination of fields as you do in the Classic View. For more information about using the Customer field, see “Using the Customer and Contact fields” on page 18. Contact field—The Contact field validates what you type against the People form to ensure accurate entries. For more information about using the Contact field, see “Using the Customer and Contact fields” on page 18. Template field—The Template field encourages the use of templates. For information about the benefits of using templates and how to create an incident request using templates, see “Creating an Incident request record using a template” on page 58. Service field—The Service field relates business service configuration items (CIs) to the incident request at the time it is created. Service entitlement for business service CIs are related either to the customer directly or to the customer’s company, organization, or department. Only the CIs that you are entitled to see appear in the selection list for this field. CI field—The CI field provides a place for you to indicate to which piece of infrastructure the incident request pertains. This field is a required field when you resolve the incident, however, you can indicate the CI at any time in the incident request lifecycle.

!

!

!

!

Chapter 1

Introducing BMC Remedy Incident Management

17

BMC Remedy Service Desk: Incident Management 7.6.00

!

Product categorization—The product categorization fields are automatically filled based on the business service CI that you select in the Service field. This automation reduces registration time and makes sure that the correct information is used to determine the assignment of the incident request. You can also quickly select or change operational and product categorizations from the Quick Actions area of the Navigation pane by using the Select Operational and Select Product links.

The Best Practice view is recommended for all BMC Remedy Incident Management users, regardless of their role. For information about BMC Remedy Incident Management roles, see “User roles” on page 21.

Using the Customer and Contact fields
Depending on how the Customer and Contact fields are configured, you can search for a customer based on Corporate ID, First Name, Last Name, Internet Email, or Phone Number. For example, in an installation that is configured to search on a five-digit Corporate ID, if you type 123 and then press enter, a selection list displays entries for all of the people whose Corporate ID starts with 123. If you type 12345 and then press enter, the search returns the specific individual who matches that number. If no match is found, an error message appears, telling you on which field the search was done. If the customer record uses the VIP or the Sensitive flag, this information appears in red after the Customer field label. Clicking the plus button (+) to the right of the Customer and the Contact fields opens the People form, where you can create a customer profile record if one does not exist. For more information about creating a customer profile, see “Adding or modifying a customer profile” on page 63. The minus button (-) to the right of the Customer and the Contact fields clears the field’s contents. It does not delete the customer profile. For more information about creating and modifying People records from the Incident Request form, see “Adding or modifying a customer profile” on page 63.

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User’s Guide

Incident Request form views Figure 1-2: Incident Request form—Best Practice view Classic view The Classic view is the Incident Request form as it appeared in previous releases of BMC Remedy Incident Management. however. This field is a required field when you resolve the incident. Service entitlement for business service CIs are related either to the customer directly or to the customer’s company. organization. Chapter 1 Introducing BMC Remedy Incident Management 19 . CI field—The CI field provides a place for you to indicate to which piece of infrastructure the incident request pertains. Only the CIs that you are entitled to see appear in the selection list for this field. or department. ! Figure 1-3 on page 20 illustrates the Classic view. you can indicate the CI at any time in the incident request lifecycle. This view is provided for customers who are upgrading from earlier versions of BMC Remedy Incident Management and who are not yet ready to adopt the Best Practice view. The following fields have been added to the Classification tab: ! Service field—The Service field relates business service configuration items (CIs) to the incident request at the time it is created.

see “Incident management use cases” on page 27.BMC Remedy Service Desk: Incident Management 7. see the BMC Remedy IT Service Management Concepts Guide. it is based on research of actual BMC Software customers.6. For use cases that demonstrate how BMC Remedy Incident Management integrates with other products in the BMC Remedy ITSM Suite. For specific use cases that involve BMC Remedy Incident Management and the Calbro Services user data. Although Calbro Services is a fictional company. 20 User’s Guide .00 Figure 1-3: Incident Request form—Classic view Calbro Services user data A fictional company named Calbro Services helps explain how ITSM principles and procedures are used in practice. Learning how Calbro Services manages the incident management lifecycle should prove useful as you use BMC Remedy Incident Management in your own environment.

000 employees in 240 offices located in 20 countries. Europe. for a description of this role. a large. ! ! IMPORTANT The permissions model in BMC Remedy Incident Management has had several updates since version 6. BMC Remedy Incident Management roles are divided into the following categories: ! support staff. Chapter 1 Introducing BMC Remedy Incident Management 21 . How each person uses BMC Remedy Incident Management defines their role. and so on Support centers in the United States. reports. for a description of these roles. orders. see “Process flow and the lifecycle of an incident request” on page 25. and Asia World-wide marketing campaigns aimed at making Calbro Services a household name TIP If you load the Calbro sample data. review the permissions and functional roles section in the BMC Remedy IT Service Management Configuration Guide. The following table describes key business services in Calbro Services. managers. For general information about the incident request lifecycle. see “Manager roles” on page 23. you can log in to BMC Remedy Incident Management and follow the use cases described in this guide. see “User role” on page 24.User roles Calbro Services. User roles BMC Remedy Incident Management provides functionality both to people requesting support from IT and to IT people providing support to others. is headquartered in New York City and publicly traded on the New York Stock Exchange. see “Support staff roles” on page 22. The company has 27. global company. users. Figure 1-4 illustrates the different BMC Remedy Incident Management support staff and management roles. see the BMC Remedy IT Service Management Data Management Administrator's Guide. For instructions on loading Calbro sample data. for a description of these roles.0. It also shows where each role fits into the lifecycle of an incident request. To define permissions and functional roles. Table 1-2: Key business services Service Online banking WWW presence Discount equity brokerage Sales force automation Customer support Mass marketing Description 500 ATMs in major cities Corporate site and online brokerage services Online and storefront services Automated sales activities such as leads.

the SMPM defines the following support staff roles.BMC Remedy Service Desk: Incident Management 7. A service desk analyst’s responsibilities include: ! Providing the interface between the service owner organization and its customers. Ensuring that the incident requests that they have registered. and doing so efficiently and accurately. Resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints.00 The relationship between specific BMC Remedy Incident Management roles and the individual stages in the lifecycle are explained in the following sections: ! ! ! “Registering and assigning incident requests as support staff” on page 49 “Resolving and closing incident requests as support staff” on page 73 “Working with incident requests as a manager” on page 91 Figure 1-4: BMC Remedy Incident Management support and management roles First call resolution Support Staff (Service Desk Analysts & Specialists) 1 Registering incident requests 2a Assigning incident requests 4 Resolving incident requests 6 Closing incident requests 2b Managers (Group Coordinators & On-Duty Managers) Assigning incident requests 3 Tracking incident requests Escalation notification 5 Handling incident escalations Escalation 7 Approving solutions Standard flow Exception Support staff roles For the incident management process.6. Service Desk Analysts are usually first-line support staff. but which they are unable to resolve. Obtaining accurate and complete information from the user when creating the incident request. ! ! ! ! 22 User’s Guide . Validating incident request resolutions with their users. are assigned to the most appropriate group for resolution.

or by continuing the resolution of the incident within the incident management process.User roles Specialists are usually second-line and third-line support staff. Facilitating the resolution of escalated incidents in accordance with the escalation policy. They coordinate the assignment of incident requests to support staff. They also decide whether an escalated incident needs to be resolved by implementing an emergency change. ! ! ! ! ! ! ! ! On-Duty managers take over the responsibility from service owners when the owner is not available to perform the incident escalation handling procedure. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users. A specialist’s responsibilities include: ! ! ! Resolving incident requests. In these situations. Ensuring the overall completeness and accuracy of closed incidents. templates. or by continuing the resolution of the incident within the incident management process. Manager roles For the incident management process. Receiving notifications of incident assignments and escalations. Chapter 1 Introducing BMC Remedy Incident Management 23 . They are considered subject matter experts. Ensuring the resolution of incidents within the support group's service targets. The group coordinator’s other responsibilities include: ! ! ! Monitoring incidents. Service owners create and assign incident requests. Updating incident requests with relevant information and status changes. by recovering the affected service at its continuity site. Monitoring open incidents requiring assignment. by recovering the affected service at its continuity site. Managing the assignment of incidents to their appropriate support groups for resolution. Ensuring that incidents requiring root cause analysis are copied into BMC Remedy Problem Management. Managing scripts. for which resolutions can be implemented only through the change management process. Reviewing reports. the SMPM defines the following management roles. and decision trees. to the owner of the affected service. Managing support group membership. Group coordinators are responsible for the quality and integrity of the incident management processes and for the work of their support group members. Escalating incident requests. the on-duty manager decides whether an escalated incident must be resolved by implementing an emergency change.

Table 1-3: Incident management role mapping SMPM role name Service Desk Analyst Calbro user Francie Stafford BMC Remedy Incident Management permission groups ! ! ! ! Incident Master Problem Viewer Infrastructure Change Viewer Asset Viewer Incident User Problem User Task User Infrastructure Change Viewer Asset Viewer Incident User Problem User Infrastructure Change User Asset Viewer Incident User Problem Viewer Infrastructure Change Viewer Asset Viewer Specialist Ian Plyment ! ! ! ! ! Group Coordinator Bob Baxter ! ! ! ! On-Duty Manager Mary Mann ! ! ! ! 24 User’s Guide . Anyone in your organization can be a user.6. They submit requests by filling out the Request form. NOTE This section does not list of all permission groups and functional roles defined in BMC Remedy Incident Management. only those that are mapped to SMPM roles. see the BMC Service Management Process Model Role Mapping to BMC Remedy ITSM Suite white paper. ! Mapping permission groups to SMPM roles Table 1-3 maps the SMPM defined incident management roles to the equivalent permissions that each role needs in BMC Remedy Incident Management.00 User role A user is usually an employee who needs assistance from the IT support staff to resolve an incident or implement a change. For more information about how SMPM roles map to BMC Remedy ITSM Suite. or by contacting the service desk by email or telephone. The incident user’s responsibilities include: ! Requesting support when necessary and providing the required information to help resolve the incident requests.BMC Remedy Service Desk: Incident Management 7. Verifying the solution provided by the service owner organization and reopening the incident request if the solution is not acceptable.

Figure 1-5 illustrates the Process Flow Status area. Figure 1-5: The Process Flow Status area (Best Practice view) Process Flow Status Current stage Chapter 1 Introducing BMC Remedy Incident Management 25 . The current stage of the incident is highlighted.Process flow and the lifecycle of an incident request Table 1-3: Incident management role mapping (continued) SMPM role name Service Owner Calbro user Allen Allbrook BMC Remedy Incident Management permission groups ! ! ! ! Incident User Problem Viewer Infrastructure Change Viewer Asset Viewer No BMC Remedy Incident Management permissions are needed. User Joe Unser ! Process flow and the lifecycle of an incident request The Process Flow Status area displays the flow of the incident request through the stages of the process. The status of the incident is indicated by both color and text.

the diagram provides applicable accelerators. You can also enter optional recommended data in the dialog box. you are prompted to enter the data required to complete the task.00 The Process Flow Status area also guides you through the stages of the incident lifecycle. Figure 1-6 illustrates selecting an accelerator from the Process Flow Status area. Each of the major steps in the diagram corresponds to sections in “Registering and assigning incident requests as support staff” on page 49.BMC Remedy Service Desk: Incident Management 7. At each stage. “Resolving and closing incident requests as support staff” on page 73. and “Working with incident requests as a manager” on page 91. When you select an accelerator. where the steps and their associated tasks are explained in more detail. Figure 1-7: Incident Request lifecycle 26 User’s Guide . Figure 1-6: Selecting an accelerator from the Process Flow Status area (Best Practice view) Figure 1-7 provides an overview of the incident request lifecycle. as described by SMPM.6.

the use cases do not necessarily make reference to specific Calbro Service sample data. Table 1-4: Incident resolution—first call resolution Role Customer Tasks and actions Explanation Joe Unser needs to have one of his user Contacting the service desk 1 Joe Unser. and calls the service desk phones Francie Stafford on the service to open an incident request. Francie creates an incident request. the service desk customer. desk Chapter 1 Introducing BMC Remedy Incident Management 27 . a Calbro Services benefits agents who cannot access one of his key applications.Incident management use cases Incident management use cases This section describes common incident management use cases that you typically encounter as IT support staff. because he is locked out of his user account. The following use cases are described: ! ! “Incident resolution—first call resolution” on page 27 “Incident resolution with assignment to specialist” on page 29 Incident resolution—first call resolution Francie Stafford is a service desk analyst who works on the Calbro Services service desk. resolves the incident for Joe. and then closes the incident request. The Calbro Services user personas help to illustrate the use cases and ITIL good practices workflow. however. She receives a call from Joe Unser. accounts unlocked.

see “Creating an Incident request record using a template” on page 58. For detailed information about closing incident request records. Explanation Francie Stafford receives Joe’s call and. see “First call resolution” on page 65. see “Closing incident requests” on page 86. to open a new incident request record. 3 Francie then enters the resolution in the Work Details tab (Work Info when using the Classic view). Joe confirms this. Service desk analyst and Service desk customer Closing the incident request 1 After unlocking Joe’s account. using Practice view. For detailed information about first call resolution. Francie closes the incident request record. and confirms this to Francie.BMC Remedy Service Desk: Incident Management 7. 4 In the template. Francie is able to unlock Joe’s account while he is on the phone. 1 On the Incident Management console. 2 Joe is able to log in. and then moves the incident request record’s Status to Closed. Francie sees a set of work instructions that describe how to unlock Joe’s account. Francie asks him to confirm the account has been unlocked successfully by logging into his application. The application matches the email address and fills in part of the incident request record based on the contents of Joe’s People record. 2 Francie enters the first few letters of Joe’s email address on the incident request form and then presses Enter. 28 User’s Guide . While Joe is still on the phone. creates a new incident request record using the applicable template. Francie asks him to confirm that his account is unlocked and that he can log in to his system.6. 3 Francie selects the appropriate template to populate the new incident request record with basic information common to all requests of this type.00 Table 1-4: Incident resolution—first call resolution(continued) Role Service desk analyst Tasks and actions Registering the incident request record Francie clicks Create. so Francie updates the resolution field on the incident request record to indicate this. makes sure that all other required fields on the incident request record are completed. the BMC Remedy Incident Management Best For detailed information about how to do this.

creates a new incident request record from the applicable template. 2 Francie enters the first few letters of Joe’s email address on the incident request form and then presses Enter. Ian Plyment. to open a new incident request record. this time. 4 After Francie completes the incident request registration and saves it. printer. using the BMC Remedy Incident Management Best Practice view. Service desk analyst Chapter 1 Introducing BMC Remedy Incident Management 29 . The incident request is automatically assigned to a specialist. 3 Francie selects the appropriate template to populate the new incident request record with basic information common to all requests of this type. The application matches the email address and fills in part of the incident request record based on the contents of Joe’s People record. phones Francie Stafford on the service desk Registering the incident request record 1 On the Incident Management console.Incident management use cases Incident resolution with assignment to specialist Francie Stafford receives another call from Joe Unser who. For detailed information about how to do this. the incident request is assigned to an assignment group as specified in the template. but cannot resolve it herself. Francie clicks Create. the service desk customer. cannot send documents to his local printer. Francie creates an incident request. Francie Stafford receives Joe’s call and. see “Creating an Incident request record using a template” on page 58. Ian then closes the incident request. Table 1-5: Incident resolution with assignment to specialist Role Service desk customer Tasks and actions Explanation Joe Unser cannot send documents to his local Contacting the service desk 1 Joe Unser. who accepts the assignment and restores Joe’s printer connection.

unassigned incident requests for his support group.All Priorities. Explanation Ian Plyment is a specialist who works for the request is assigned. From the Incident Management console. 3 Ian selects Joe’s incident request and opens it.6. Ian selects his company in the Company field and his support group from the View By field. 1 On the Incident Management console support group to which Joe’s incident 30 User’s Guide . For more information about how to run a defined search. 2 From the Defined searches area. Joe’s incident request is one of the records found by the search. Ian selects Assign to Me and then changes the record’s status to In Progress. 4 In the Navigation pane.BMC Remedy Service Desk: Incident Management 7. he runs All Open Unassigned .00 Table 1-5: Incident resolution with assignment to specialist (continued) Role Specialist Tasks and actions Accepting the assignment header. Ian runs a defined search for all open. For more information about how to accept an assignment see “Accepting an incident request” on page 76. unassigned incident request for his support group. see “Running Defined Searches” on page 127. Ian opens the record and accepts the assignment. which returns all of the open.

4 Ian views details of the matching Explanation Ian uses the Incident Matching feature to determine the cause of Joe’s incident and resolves it by restoring Joe’s printer connection. Ian is unable to contact Joe directly to determine that his printing service is successfully restored. Chapter 1 Introducing BMC Remedy Incident Management 31 . This section also discusses other methods to search for possible solutions. which is configurable for each installation. Completing the incident request 1 On the incident request record.Incident management use cases Table 1-5: Incident resolution with assignment to specialist (continued) Role Specialist Tasks and actions Using Incident Matching to resolve the incident 1 From the Navigation pane on the incident request record. known errors. see “To search for matching records” on page 65. including Completing an Incident Request. so he completes the incident request by moving the status to Resolved with a status reason of Customer Follow-Up Required. Ian selects Resolved By and then clicks Relate With Solution. BMC Remedy Incident Management sends Joe an email asking him to contact the Service Desk to confirm that the incident is resolved. If Joe does not respond within a specific period of time. 5 From the Relationship Type list on the Incident Matching window. 3 He clicks Search. Ian types Printer in the Summary Keyword Search field and selects Connectivity from the Operational Categorization Tier 1 menu. see “Closing incident requests” on page 86. For more information about Closing an incident request. and solutions appear in the tabs at the bottom half of the dialog box. For more information about using the Incident Matching feature. 2 On the Search Criteria Page 1 tab. This copies the solution from the matching record to the Resolution field of the incident request record. Any matching incidents. the auto close rule moves the incident request’s status to Closed. problem investigations. records and finds information that helps him resolve incident request. Ian makes sure that all other required fields on the incident request record are completed 2 Ian then moves the incident request record’s status to Resolved and provides a status reason of Customer Follow-Up Required. Ian opens the Incident Matching window.

00 32 User’s Guide .6.BMC Remedy Service Desk: Incident Management 7.

The following topics are provided: ! ! ! Requester role (page 34) Requester console users (page 35) Working with service requests (page 37) Chapter 2 Working with the Requester console 33 . NOTE If you have BMC Service Request Management installed. For information about BMC Service Request Management.Chapter 2 Working with the Requester console The Requester console enables users to quickly submit changes and incidents to BMC Remedy Change Management and BMC Remedy Incident Management. the Requester console is replaced by BMC Service Request Management. see BMC Service Request Management User’s Guide for Administrators and Users.

Traditionally. The user is typically an employee in the organization who must have a change implemented or an incident resolved. track. Non-employees can also be users because non-registered users can also submit service requests. However. a support staff member logged the request.BMC Remedy Service Desk: Incident Management 7. BMC Remedy Change Management and BMC Remedy Incident Management are preconfigured to work with the Requester console. and (in some cases) resolve their own requests. You can also view requests and respond to a survey after the request has been resolved. From the Requester console. 34 User’s Guide . after a user made a telephone call to a central help desk. Using the Requester console. you can define a request that is submitted to BMC Remedy Change Management or BMC Remedy Incident Management. However. Any member of your organization can be a user.00 Requester role Users of the Requester console are usually employees who need assistance from the IT support staff. the user might not be an employee. users can submit.6. The Requester console is the primary interface for users to define and view their requests. BMC Remedy Incident Management and BMC Remedy Change Management provide user self-provisioning. Figure 2-1 on page 35 illustrates the key areas on the Requester console. an organization can can decide to make the Requester console unavailable.

Unknown User—All other users are considered to be unknown users even if they have a record in the People form. Registered User—This user has a record in the People form. ! ! Chapter 2 Working with the Requester console 35 . the user is considered an unknown user. and the user’s AR login information is in the Login/Access Details tab of the People form or in the BMC Remedy AR System User form. If a user’s login information is not in the People form. The request master can view requests submitted by other users and view the details of a record in the Service Request form.Requester console users Figure 2-1: Requester console key areas Requests table Navigation pane Requester console users The following permissions can be used for accessing the Requester console to submit service requests: ! Request Master—This user is responsible for troubleshooting service requests. This user is more of an administrator than a support user.

Also. In addition to setting the Tenancy Mode to Single-Tenancy. the AR Submitter locked mode option must be selected for users with a read-only license to respond to surveys.00 IMPORTANT For unknown users who do not have an BMC Remedy AR System login to be able to access the Requester console. This type of user is also an BMC Remedy AR System guest user. update. If a user meets any of the following conditions. the user type is unknown user: ! The user has an entry in the People form and in the BMC Remedy AR System User form.6. Multi-tenancy restricts access of data from different companies or business units. The user does not have an entry in the People form but has an entry in the BMC Remedy AR System User form. The user does not have an entry in the People form or in the BMC Remedy AR System User form. see the BMC Remedy IT Service Management Guide to Multi-Tenancy). the BMC Remedy AR System server Allow Guest User option must be selected. but does not have an entry in the BMC Remedy AR System User form or an BMC Remedy AR System login ID in the People form. view.BMC Remedy Service Desk: Incident Management 7. the Allow Unknown Users option must be set to Yes and login information added. The user has an entry in the People form. A default People record with a valid BMC Remedy AR System login must be defined in the application for use by unknown users. ! The console is the entry point for users to define. see the BMC Remedy IT Service Management Configuration Guide. ! ! ! Additional factors that control access to the Requester console by unknown users follow: ! Unknown users are not allowed access if the multi-tenancy option is selected. 36 User’s Guide . For more information. This type of user is also a BMC Remedy AR System guest user. The Allow Guest User option is unavailable in multitenancy mode (for more information about multi-tenancy. but does not have a BMC Remedy AR System login ID in the People form. or cancel service requests.

a change request is generated. 3 (Optional) Click Add Attachment to enter request work information. first name and last name. ! To define a service request 1 From the Requester console. If the solution resolves your request. If the list does not contain the specific request to log. NOTE If BMC Remedy Incident Management is installed. If you choose a matching solution. ! 2 Complete the required fields. You can include a note or an attachment. Chapter 2 Working with the Requester console 37 . the fields in the Requester section are filled from your People record. Defining a service request BMC recommends the New Request wizard as a simplified method of submitting service requests. however. Review the solution entry. BMC Remedy Problem Management is not installed. You can edit only the Phone and Email fields. If only BMC Remedy Change Management is installed. click Use Solution. If. possible solutions do not appear for manually entered summaries or selected summary definitions. enter your company. b Select an Urgency level for your request. If you select a summary definition that is an incident request. click the entry.Working with service requests Working with service requests This section describes working with service requests. Pay careful attention to the following items for the Requester section: ! If you are a registered user. the solution entry is related your request and the request is resolved automatically. click Create a New Request. as shown in bold with an asterisk. Unknown users must enter information in the Phone and Email fields. The Company is filled with the company name. If there is a solution database entry that might be valid. the First Name and Last Name fields are filled with your login information. a Select a definition from the Summary list that best describes your issue. If you are an unknown user. and then click View. entering a summary or “ad hoc request” generates an incident request. type a summary of the request in the Summary field. then related solution database entries appear in the Possible Solutions table. c If you do not have a record in the People form. You can also define service requests from the Change and Incident Request forms.

Additional information in the Notes field.6. select another sort option. and ID then enter the complete Request ID or the numeric part of the ID. An attachment. To add multiple attachments.00 4 Complete the optional fields: ! ! ! Date Required—Enter the date when you need the request to be completed. for example. Users are notified by email when a service request undergoes a status change. and then click Save As Default View. 5 Click Save. To change the default view. Change requests are prefixed with CRQ and Incident requests are prefixed by INC. and then select Open or All. add multiple work information entries. 38 User’s Guide . You can add only one attachment for each work information entry. The request appears in the Requests table. click Search by Request ID. Only the requests that the logged in user has submitted appear in the Requests table. and then click View. you can perform the functions listed in the following table. located in the Navigation pane. View a service request From the Requests table. Service request state changes For changes and incidents. Phone—Enter or edit your phone number. Email—Enter or edit your email address. Add work information From the Requests table. and then click View. the Requests table provides the status of its underlying service request. Table 2-1: Additional service request functions Function Filter your service requests Action Click the appropriate link from the View Requests section. You can add: ! ! ! A summary of the work log in the Summary field. Click the Add Work Info link in the console’s Functions section of the Navigation pane. when a service request is moved from In Progress to Completed or a change request reaches the Completed state. select the service request. All the listed functions are performed from the Requester console. Note: Open is the default view. Performing additional service request functions In addition to defining a service request. Search for a request by request In the Functions area of the Navigation pane. select the service request.BMC Remedy Service Desk: Incident Management 7.

choose Tools > Options in BMC Remedy User. NOTE To see service requests with errors. select the service request. The Status changes to New. the label on the link changes to New Reopen a request Complete a survey View broadcast messages Broadcast. only Global broadcasts appear. you can view which service requests contain errors and review the event log to troubleshoot the service request. From the Functions are of the Navigation pane. From the Requests table. Broadcasts are filtered by the logged-in user’s company. If the logged-in user’s company cannot be determined. you can also see the BMC Remedy IT Service Management Configuration Guide for information to help you troubleshoot the problem. click View Survey. select the service request. Chapter 2 Working with the Requester console 39 . and then click Respond. select a broadcast entry. Staged. or In Progress. On the Advanced tab of the Options dialog box. Note: If there are new broadcasts. and then click Print. Review the report. you need Command Event Master permissions in addition to Requester console Master permissions.Working with service requests Table 2-1: Additional service request functions (continued) Function Print a service request Action From the Requests table. View the broadcasts by clicking the Broadcast link in the Navigation pane. The Status changes to Canceled. To view more details. Note: If you are having problems printing from BMC Remedy User. and then click Cancel. and then click Reopen. Only “Public” messages are shown to the users. select the service request. If the error is the result of integration or other configuration issues. and then click Save. Cancel a service request From the Requests table. and then click the Print icon on the toolbar. You can only reopen service requests that are completed or rejected. select a survey. and then click View. You can only cancel a service request that is open. and the color of the link changes from gray to red. Type your responses to the questions. Troubleshooting service requests with errors If the service request cannot be completed because of an error from BMC Remedy Change Management or BMC Remedy Incident Management. make sure the ODBC Use Underscores option is selected.

BMC Remedy Service Desk: Incident Management 7.6.00

! To view requests with errors
1 From the Navigation pane of the Requester console, choose Request Errors > View

Requests with Errors.

Figure 2-2: Service Request form—entries containing errors

2 Click the Change/Incident Data tab. 3 Click Reset Error to restart the service request.

Users can now continue to work on the service request.
4 Click View Events to review the event log and troubleshoot the service request. 5 View the event details:
! ! ! !

Protocol Access Mode Error Code Error Message Retry Ignore

6 Take any of the following actions for events that are in error:
! !

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It is best to retry each event in the order the events are generated. By default, the event table is sorted with the recent event on top, in reverse chronological order. Typically events should be retried when the problem indicated by the error message has been fixed.

IMPORTANT
Delete service requests with caution. They cannot be recovered. You must have BMC Remedy AR System administrator permissions to delete service request records.

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3

Working with the Overview console
The information in this section is for people who fulfill one or more of the following support roles: Use the Overview console if you must respond to, manage, or track individual or group work assignments from a variety of sources. For example, if your company runs the full BMC Remedy ITSM Suite, either you or the group you manage might receive work assignments from BMC Remedy Incident Management, BMC Remedy Problem Management, and BMC Remedy Change Management. From the Overview console, you can quickly get information about all your work assignments and perform the procedures that you use most often. The following topics are provided:
! ! !

Functional areas (page 44) Console list table (page 46) Selecting status values (page 47)

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Functional areas
Figure 3-1 illustrates the functional areas of the Overview console. Table 3-1 describes what you can do in each of the functional areas.
Figure 3-1: Overview console and its functional areas
Overview Console header Console list panel

Navigation pane

Table 3-1: Overview console functional areas

Functional area Overview console header Company and View By Refresh

Purpose This area contains the following fields: Company and View By. These fields combine to provide a way that you can indicate the company name and the assigned-to categories used to filter the records in the Console list table. Refreshes the data in the tables.

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Functional areas

Table 3-1: Overview console functional areas (continued)

Functional area Navigation pane View Broadcast, or New Broadcast

Purpose Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts. When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by the number of new messages. When there are new broadcast messages, the area also turns red. See “Broadcasting messages” on page 139.
Note: If you open the Overview console with no new broadcast messages,

but the View Broadcast link is red, open the Application Preferences dialog box and make sure that a Console View preference has been selected. For information about how to view and select Console View preference, see “Creating a problem from an incident” on page 125.

Functions

Use the links in this area to do the following actions:
!

! !

Select Status Values—See only those records in a certain state, which you specify from the Select Status Values dialog box. See “Selecting status values” on page 47. My Profile—Set your profile. See “Viewing your profile” on page 125. Application Preferences—Set your program preferences and options. This function is also available from the BMC Remedy Incident Management console. See “Creating a problem from an incident” on page 125.

Consoles

Depending on your permissions and what other applications are installed, use these links to open:
! ! ! ! ! ! ! ! ! ! !

IT Home Page Incident Management Problem Management Change Management Release Management Asset Management Contract Management Software Asset Management Approval console ROI console CMDB

Console list panel Print View Create Prints the selected record. Displays a form containing detailed information about the selected record in the Console list table. Creates a new record.

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To view and define incidents. A specific prefix identifies each type of request: ! CRQ—Identifies change requests. See “Console list table” on page 46. To view and define purchase requisitions. TAS—Identifies tasks. BMC Remedy Asset Management must be installed. BMC Remedy Service Desk must be installed. BMC Remedy Service Desk must be installed. BMC Remedy Change Management must be installed. The types of requests that you can choose from depend on the applications that are installed. PBI—Identifies problems. SDB—Identifies solution database entries. To view and define change requests. Console list table The Console list table lists different types of requests.BMC Remedy Service Desk: Incident Management 7. To view and define solution entries. Note: To see activity records and CI unavailability records.00 Table 3-1: Overview console functional areas (continued) Functional area Search for Ticket Purpose Opens a dialog box from which you can select the type of ticket you are searching for. RLM—Identifies release requests. To view and define known errors. because these records are not displayed in the Console List table. INC—Identifies incidents. ! ! ! ! ! ! ! 46 User’s Guide . PKE—Identifies known errors. To view and define problems. click the Select button to open a search form specific to the type of ticket you are searching for. BMC Remedy Change Management must be installed.6. BMC Remedy Service Desk must be installed. After you select the type of record from the menu. PR—Identifies purchase requisitions. To view and define release requests. BMC Remedy Service Desk must be installed. Console list table Lists the different types of requests. you must search for those tickets.

All My Groups—Displays records assigned to all your support groups. choose Functions > Select Status Values. View By—Shows records that either are assigned to you or to your support groups. ! Selecting status values You can use the Select Status Values dialog box to filter the requests that appear in the Overview console based on their status. then click OK to close the dialog box. ! To select status values 1 From the Navigation pane . Selected Groups—Prompts you to select any support groups to which you belong. select the status values for each category from the lists. ! ! Personal—Displays records assigned to you. Chapter 3 Working with the Overview console 47 . 3 If the Assigned Work table does not refresh with the filtered records. 2 In the Select Status Values dialog box. You can select to display all records assigned to your group.Selecting status values Company and View By filters You can also change the table’s contents by using the Company and View By filters at the top of the console: Company—Shows records associated with a particular company (useful in a multi-tenancy environment). click Refresh to reload the table’s contents. according to the following list. or records assigned to your group that are not yet assigned to an individual. You can choose to display all records. or records that are not yet assigned to an individual.

6.BMC Remedy Service Desk: Incident Management 7.00 48 User’s Guide .

track. Group coordinators and on-duty managers should also be familiar with the information in this section to better understand the support staff tasks and so they can fulfill the role of support staff if necessary. Figure 4-1: The SMPM stages covered in this section Support Staff (Service Desk Analysts & Specialists) 1 Registering incident requests 2a Assigning incident requests The following topics are provided: ! ! ! ! Functional areas of the console (page 50) Managing service targets (page 53) Registering incident requests (page 56) Assigning incident requests (page 70) Chapter 4 Registering and assigning incident requests as support staff 49 . Using the Incident Management console. and resolve incident requests. See Figure 1-7 on page 26 for an illustration of the incident management lifecycle. support staff can create.Chapter 4 Registering and assigning incident requests as support staff The information in this section is for people who fulfill the support role of service desk analyst. Figure 4-1 illustrates the SMPM stages covered in this section. The tasks described by this section are organized according to the stages of the incident management lifecycle as described by the BMC Service Management Process Model (SMPM).

Table 4-1 on page 51 describes what you can do in each of the functional areas.6. Figure 4-2: The Incident Management console and its functional areas Console and KPIs tabs Incidents table Incident Management Navigation pane Incident Detail and Tasks 50 User’s Guide . Figure 4-2 illustrates the functional areas of the Incident console.BMC Remedy Service Desk: Incident Management 7.00 Functional areas of the console This section describes the areas of the Incident Management console and the features and functions that you can access from them.

Functional areas of the console Table 4-1: Incident Management console functional areas Functional area Console tab Purpose If the KPIs tab is open. See “Searching for incident request records using Company and View By” on page 69. or New Broadcast link is red. For more information about running Defined Searches. see “Setting application preferences” on page 126. This area provides a place from which you can run a series of predefined searches. KPIs tab Click the KPIs tab to select and to view the incident management flashboards. along with the number of new messages. but the View Broadcast Incident Management console header Company and View By Refresh Navigation pane View Broadcast. open the Application Preferences dialog box and make sure that a Console View preference has been selected. unassigned. See “Creating a custom search” on page 128. This area contains the following fields: Company and View By. unacknowledged. saves. in graphical format: ! ! Process KPI—See “Using the KPI flashboards” on page 114 for information about how to use these flashboards. See “Broadcasting messages” on page 139. Note: If you open the console with no new broadcast messages. the area also turns red. For information about how to view and select the Console View preference. Incident Counts Defined Searches This area shows the number of open. and delete broadcasts. Total Open Incidents—Click either All Open or By Status and Priority. You also have the ability to define custom searches using Manage My Searches. See “Watch List” later in this table and “Working with the Watch List” on page 95. click the Console tab to return to the console. These fields combine to provide a way that you can indicate the company name and the assigned-to categories used to filter the incident request records in the Incidents table. and deletes custom searches. from where you can view. create. the My Searches node does not appear. Updates the console with the latest information. see “Running Defined Searches” on page 127. Watch List—Opens the Watch List. Note: If no custom searches are defined. ! Chapter 4 Registering and assigning incident requests as support staff 51 . edits. When there are unread broadcast messages. The flashboards that appear represent. Opens the broadcast dialog box. When there are new broadcast messages. ! Manage My Searches—Defines. modify. this area displays a message: New Broadcast. Saved custom searches appear in the My Searches node of the Defined Searches list. and breached incidents for the combination of “Company” and “View By” fields.

See “Viewing your profile” on page 125. Surveys—Review and respond to customer surveys. See “Inventory management” on page 158. Application Preferences—Set your application preferences and application options. 52 User’s Guide . Incident Closure—Moves incident requests with a status of Resolved to the Closed status. See “Working with reports” on page 146. Manage Inventory—Access the Manage Inventory form of BMC Remedy Asset Management. See “Creating reminders” on page 138. Shows the incident request record that is selected in the Incidents table. Search Incident—Search the database for current incident request records. See “Working with the Watch List” on page 95. Reports—Create and run custom reports. Reminders—View and create reminders. Manage CIs—Search for information about specific CI types and gives you access to the CI records. Adds the selected record to the Watch List. use these links to open: ! ! ! ! ! ! ! ! ! ! IT Home Page Overview Problem Mangement Change Management Release Management Asset Management Contract Management Software Asset Management Approval Console CMDB Incidents table Quick Actions Select the action from the menu. Process Overview— Opens the detailed Incident Management process in SMPM if the full SMPM application is installed and configured. You can perform the following quick actions: ! ! ! Assign to group member—Reassigns the incident request to another member of your group.BMC Remedy Service Desk: Incident Management 7. See “Searching all records” on page 129. My Profile—Set your profile. Consoles Depending on your permissions and what other applications are installed. Creates a new incident request record. it opens a highlevel diagram of the incident management process. See “Creating an Incident request record using a template” on page 58.6. Assign to me—Reassigns the incident request to yourself. See “Creating a CI” on page 154. See “Setting application preferences” on page 126. Otherwise. Print View Create Add to Watch List Prints the selected record in the Watch List and the Incidents table.00 Table 4-1: Incident Management console functional areas (continued) Functional area Functions Purpose Use the links in this area to do the following actions: ! ! ! ! ! ! ! ! ! ! New Incident—Create a new incident request record.

Green: The service targets are in compliance. see “Working with the Watch List” on page 95. Incident Detail and Tasks Incident Details—When selected. For information about working with work information notes. Quick Actions. This enables you to see whether the service target has been met. open the relevant incident request record. Tasks—When selected. View. To see Tasks when Incident Details is showing. ! ! Chapter 4 Registering and assigning incident requests as support staff 53 . contains detailed information about the record selected in the Incidents table. Watch List To see the Watch List. Table 4-2 describes the SLM Status icon states. or is in a warning state. Create. enables you to see tasks associated with the incident request record selected in the Incidents table. and Report icons relate to work information notes. 2 View the SLM Status icon from the Navigation pane. Managing service targets If the BMC Service Level Management (BMC SLM) application is installed. missed. Print Remove From Watch List Incidents table Perform the same actions described for the Incident table. click Show Incident Details. Table 4-2: BMC SLM Status icons Icon Description ! ! Status: Not Attached. click Watch List in the Defined Searches area of the Navigation pane. The Create. No service target is attached to the incident. the Incident Request form shows both overview and in-depth information about the incident in relation to the applicable service targets. You can view request-based service targets attached to incident requests. View. A list of the incident request records currently in the Watch List. click Show Tasks. To see Incident Details when the Tasks table is showing. see “Creating work information entries” on page 82 .Managing service targets Table 4-1: Incident Management console functional areas (continued) Functional area Table Purpose A list of the incident request records according to the company selected in the Company field and the group selected in the View By field. Removes the selected incident request record from the Watch List. ! To view service targets related to an incident request 1 From the Incident Management console. For information about the Watch List. Status: Attached.

The service target has a warning status. otherwise the goal is missed. Red: At least one service target did not meet its goal. ! ! 3 Click the icon to display the SLM:IntegrationDialog form to see in depth information about the incident in relation to the applicable service targets. The amount of time that has passed since the goal was due. Table 4-3 explains the colors and fields on the status gauge. Time Until Due Time Past Due The amount of time left until the goal is considered missed. Due Date and Time The goal time within which either a response or a resolution for the incident must occur. 54 User’s Guide . Figure 4-3: SLM:IntegrationDialog form Status gauge The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. Status: Breached.00 Table 4-2: BMC SLM Status icons (continued) Icon Description ! ! Status: Warning.6. Yellow: At least one service target is at risk.BMC Remedy Service Desk: Incident Management 7. Table 4-3: Status gauge on the SLM:Integration Dialog form Color or field Green Yellow Red Description The service target is in compliance. The service target has missed its goal.

! Response-time goal—The incident request must be responded to within the time specified. Table 4-4: Information about the SLM:IntegrationDialog form Field Incident ID Details Service Target table SVT Title Goal The name of the service target. The time that the milestone actions are executed. The type of goal for the service target: ! Description The ID of the incident. or Action Performed. Detached—The service target has not been attached to the incident. waiting for a part. Chapter 4 Registering and assigning incident requests as support staff 55 . In Process—Work on the request is taking place. For more information about service targets and milestones. The goal time within which either a response or a resolution for the incident must occur. Missed or Met—The service target has either missed or met its goal.Managing service targets Table 4-4 describes the information in the SLM:IntegrationDialog form. Milestones for SVT Title Execution Time Status The title of the milestone. or waiting for a response from the submitter). see the BMC Service Level Management User’s Guide. Click to see details about the selected service targets. The current status of the milestone. Invalid—The service target is disabled. The cost per minute for missing the response or resolution time goal. The status of the service target: ! ! ! ! ! ! ! Attached—The service target has been attached to the incident. Hours/Min Cost Per Min Due Date/Time Progress The response or resolution time stipulated in the goal. Pending—Work on the request is stopped (for example. Resolution-time goal—The incident request must be resolved within the time specified. The status is either active or inactive (pending). Warning—The service target is at risk. otherwise the goal is missed.

you create an new incident request record by capturing key information about the user and the incident. If the request concerns an incident that was resolved.BMC Remedy Service Desk: Incident Management 7.00 Registering incident requests When a user contacts the service desk with an incident request. as described by the SMPM. Figure 4-4 provides an overview of the registering incident requests process. If possible. reopen the incident request record and assign the incident to a specialist.6. otherwise you make sure the incident request is assigned to the appropriate group. you first determine the nature of the request. If this is a new incident request. but for which the resolution was not effective. you query the request and update the user with the current status. If the request is about a previously registered request. you resolve the incident immediately and then complete the incident request. Figure 4-4: Registering incident requests 56 User’s Guide .

3 When the application updates the new incident request record with the customer’s 4 In the Customer’s Incidents window. Figure 1-3 on page 20 shows the Incident Request form in the Classic view. Fields on the form display the incident status and other information that has been collected about the incident. information. ! To view an incident request ! In the Incidents table. 2 In the Customer or Contact field on the new Incident Request form. you can quickly review all of the customer’s active records (that is. the status for and click View. double-click the incident request you want to view. Close All—returns you to the Search form. choose one of the following actions: ! Close—returns you to the Customer’s Incidents window. In the Quick Actions area. select the incident request you are reviewing 5 When you finish reviewing the status in the Incident Request Information window. ! Viewing incident request records Use the following procedure when you want to view the an incident record in detail. Choose this to review more incident records for the customer. Choose this when you are finished. Figure 1-2 on page 19 provides an illustration of the Incident Request form in the Best Practice view. click Create. ! To review the status of an incident request 1 From the Incident Management console. using the following procedure. type the customer’s or the contact’s information as described in “Using the Customer and Contact fields” on page 18. records that do not have a status of Closed) from the incident request form.Registering incident requests Reviewing the status of an incident request If a customer calls to enquire about the status of a registered incident request. click Customer’s Incidents. Chapter 4 Registering and assigning incident requests as support staff 57 .

type the customer’s or the contact’s information as described in “Using the Customer and Contact fields” on page 18. When using the Classic view From the Quick Links section of the Navigation pane. The business services that appear in this menu have a relationship type of “Used By” either for the customer directly or the organization the customer belongs to. 2 In the Customer or Contact field on the new Incident Request form. click Select Template. You must select the business service CI from the menu. If you don’t know the template name ! Click inside the Template field and then press Enter.6. A template can also set a relationship to a CI. 58 User’s Guide . 7 Type a brief description in the Summary field. 4 Type the incident request details in the Notes field. 5 Open the Incident Template Selection form as described in the following table. 8 Select the business service CI from the Service list. 3 Check the rest of the customer information for accuracy. CI information. When creating a new incident request record. and a description of the incident. A template ensures consistency in the way information about the incident request is captured.00 Creating an Incident request record using a template The purpose of this stage is to accurately record and recognize disruptions to services provided by IT to its customers. select the appropriate template and then click Select. BMC recommends that you use a template to help create the record.BMC Remedy Service Desk: Incident Management 7. as described in the BMC Remedy IT Service Management Configuration Guide. To help ensure accuracy and completeness. you classify the incident and record user information. ! To use a template 1 On the Incident Management console. 6 From the hierarchical list. When using the Best Practice view If you know the template name ! Type a portion of the template name in the Template field and then press Enter. Your administrator can define templates for commonly occurring incidents. NOTE If you belong to multiple support groups. you can select a template from another of your support groups by selecting a different group from the Viewing Templates for Support Group menu at the top of the form. click Create. A list of templates available to your default support group appears in the Viewing Templates for Support Group area of the Incident Template Selection form. The key to this activity is the accuracy and completeness of the information recorded.

Creating an incident request record without a template If your system does not have templates defined. in the Contact field. 3 In the Customer field. click the button beside the CI field to open a CI search form. ! To create an incident request record using the Best Practice view 1 On the Incident Management console. for example. This is especially important if the person experiencing the incident is registered as a VIP or as a sensitive customer. This creates a relationship between the incident request record and the CI record. By using the Contact field. 11 Click Save. 4 If necessary. and so on. Use this field. 6 Type a brief description in the Summary field. you can type the name of the person who is experiencing the incident in the Customer field. you can open a dialog box where you record this information by clicking Categorizations in the Links area when using the Best Practice view or the Classification tab when using the Classic view. 10 Complete the rest of the incident request form as appropriate. NOTE Use the Contact field to record the name of someone who reports an incident on behalf of someone else. click Create. use this field to record the name of an administrative assistant if that person is reporting an incident on behalf of a vice president. from which you can search for all CIs. Chapter 4 Registering and assigning incident requests as support staff 59 . The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. It also ensures that the BMC Remedy Incident Management application displays the correct set of business CIs in the Service field selection list.Registering incident requests 9 If the incident request was caused by a CI. NOTE Use the Contact field if one person is reporting the incident on behalf of another. type the customer’s information as described in “Using the Customer and Contact fields” on page 18. use the following procedure to create an incident request. if an administrative assistant is reporting an incident on behalf of an executive. you can record the CI in the CI field. type the contact person’s information. For example. 5 Type the incident request details in the Notes field. 2 Select the company from the Company list. If there are no CIs related to the customer. TIP If your template does not supply categorizations (Operational Categorization and Product Categorization).

00 7 Select the business service CI from the Service list. from which you can search for all CIs. 9 Select values from the Impact and Urgency lists. User Service Request—Use this service type if the incident request is a simple question or a request for information (for example. Infrastructure Event—Use this service type when a system management tool registers an event that does not require infrastructure restoration. click Categorizations in the Links area when using the Best Practice view. TIP To view. This creates a relationship between the incident request record and the CI record. assign the incident. 10 Select the incident type from the Incident Type list. 13 Click Save. 11 Select the appropriate incident type: ! User Service Restoration—Use this service type for typical service restoration requests (for example. if an incident is detected on a piece of network infrastructure by system monitoring software). If the CI you are looking for does not appear in this list. a request for “how to” information). or update categorizations (Operational Categorization and Product Categorization). Typically. these types of incident requests are reported by system management tools (for example. If there is no appropriate predefined assignment routing. You must select the business service CI from menu. you are prompted to assign the incident. The business services that appear in this menu have a relationship type of “Used By” either for the customer directly or to the customer’s organization. a request to restore printing services). record.BMC Remedy Service Desk: Incident Management 7. This opens a dialog box where you can type categorization information. 14 If prompted. Infrastructure Restoration—Use this service type if the incident request is more focused on the restoration of infrastructure service. The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. click the button beside the CI field to open a CI search form. The incident is automatically assigned based on predefined assignment routing. you can record the CI in the CI field. then click Save.6. 60 User’s Guide . or the Classification tab when using the Classic view. 8 If the incident request was caused by a CI. ! ! ! 12 Complete any other optional fields.

type the customer’s last name in the Last Name field and press ENTER. 10 If appropriate. You must select the business service CI from menu. 8 If the incident request was caused by a CI. The fields on the Required and Optional tabs depend on the information to move from the current stage or state to the selected stage or state. The business services that appear in this menu have a relationship type of “Used By” either for the customer directly or to the customer’s organization. You can move directly to the Resolution and Recovery stage or the Incident Closure stage by selecting the appropriate stage. from which you can search for all CIs. such as Operational. 4 On the Incident Request form. The tabs on this form prompt you to enter required and optional information. select Functions > New Incident. 3 Choose Next Stage > Investigation and Diagnosis. When you select the customer. If the CI you are looking for does not appear in this list. The Company. 5 Type a brief description in the Summary field. NOTE This is a dynamic form. you can record the CI in the CI field. The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. you are prompted to select the appropriate customer. click the button beside the CI field to open a CI search form. 2 In the Process Flow Status area. 7 Select the business service CI from the Service list. select a different service company. If there are multiple customers with the same last name. Product. 6 You can type additional details in the Notes field. First Name. 9 Select values from the Impact and Urgency lists. This creates a relationship between the incident request record and the CI record. and Resolution . The Incident Request form appears. click the arrow in the Identification and Recording box. and Phone Number fields are completed from the customer record. The company drives the selection on other menus. Chapter 4 Registering and assigning incident requests as support staff 61 .Registering incident requests ! To create an incident request record using the Classic view 1 In the Navigation pane. the service company is set to the customer’s company.

00 11 Select the appropriate service type: ! User Service Restoration—Use this service type for typical service restoration requests (for example. 13 If prompted. Infrastructure Restoration—Use this service type if the incident request is more focused on the restoration of infrastructure service. a request for “how to” information). User Service Request—Use this service type if the incident request is a simple question or a request for information (for example.6. Infrastructure Event—Use this service type when a system management tool registers an event that does not require infrastructure restoration. if an incident is detected on a piece of network infrastructure by system monitoring software). Support Group C does not have a support group role of Help Desk. for example. Typically. BMC Remedy Incident Management assigns incident ownership based on the following criteria: ! ! the support group of the person who submits the incident request record. For example. consider the following support groups: ! ! ! 62 User’s Guide . these types of incident requests are reported by system management tools (for example. then click Save. for example. the incident is automatically assigned based on predefined assignment routing. it might have a support group role of Tier 2. ! ! ! 12 Click Save. the support group the incident request record is assigned to.BMC Remedy Service Desk: Incident Management 7. Overview of incident ownership Incident ownership is determined automatically by BMC Remedy Incident Management when the incident request record is created. Support Group A has a support group role of Help Desk. Person A is in Support Group A. Support Group B does not have a support group role of Help Desk. it might have a support group role of Tier 3. assign the incident. If you did not assign the incident. Person B is in Support Group B. a request to restore printing services). you are prompted to assign the incident. If there is no appropriate predefined assignment routing.

and assigns the incident to Support Group C. you can add a customer’s profile from the Incident Request form. However. if you have Contact People User or Contact People Admin permissions. Customers are usually added to the People database by your administrator. To update the People database permanently. because Person B is the submitter. Chapter 4 Registering and assigning incident requests as support staff 63 . and a customer is not listed in the database. Because Person A is a member of a support group with the role of Help Desk. Support Group B becomes the owner. Person B submits an incident and assigns it to Support Group A. regardless of who is assigned this incident. as described in the BMC Remedy IT Service Management Configuration Guide. A modification directly on the Incident Request form. however. ask you system administrator. Person B submits another incident. ownership of the incident is set to Support Group A. (If you are unsure about your permissions. ! ! Adding or modifying a customer profile Before you can record an incident. applies only to the current incident. the customer must be listed in the People database.Registering incident requests Based on these support groups. you can open the People form from the Incident Request record.) You can also modify the customer and the contact phone number and site directly on the Incident Request form. the following example events show how the incident owner is set when no incident owner assignment event is predefined: ! Person A submits an incident. it does not update the People record permanently. as described in the following procedure. Ownership of the incident is set to Support Group A because the group has the role of Help Desk.

2 In the People form.BMC Remedy Service Desk: Incident Management 7. make the required changes. customer profile 1 Do one of the following actions. open a current incident request record belonging to the customer whose profile you are modifying. 2 To modify the Contact field.6. To make modifications to the current record 1 To modify the Company or Customer fields. 64 User’s Guide . 6 Click OK to save the changes and to close the dialog box. To make permanent modifications 1 Click either the Customer or Contact link. 5 In the resulting dialog box. To add a new customer profile When using the Best Practice view ! To modify a customer profile Click the plus sign to the right of the Customer or Contact field and complete the People form as required. 4 Click the pencil icon beside the field you are modifying. click the minus sign to the right of the field to clear it and then add the new information. 2 Do one of the following actions. 7 Click the double arrow link above the Customer Phone field to return to your starting point. click the double arrow link above the Incident ID field. When using the Classic view ! Click Create on the Customer tab. 3 To update the Customer or Contact phone and site information. ! Click Modify on the Customer tab. make the required changes.00 ! To add a new. console click Create to create a new incident request record. To add a new customer profile From the Incident Management To modify a customer profile From the Incident Management console. This toggles to an area that opens these fields. 3 Click Save and then Click Yes to save the changes and close the form. click the minus sign to the right of the Customer field to clear it and then complete the fields with the new information. or modify a current.

to look for matching. see “Assigning incident requests” on page 70. problem investigations. NOTE BMC Remedy Knowledge Management is a separate application that must be integrated with BMC Remedy Incident Management before you can use it.Registering incident requests 3 On the People form. use the BMC Remedy Incident Management’s Incident Matching feature. NOTE You cannot define a Support Person record here. Your People/Contact administrator must verify those in proposed status. or the BMC Remedy Knowledge Management application. If adding a new customer. only what is necessary to submit the record. the status of the person you added has a default value of Proposed. NOTE You can also use the Advanced Search feature to look for similar incident records. To use this method. BMC Remedy Knowledge Management application. See the BMC Remedy IT Service Management Configuration Guide for further details. update them to Enabled. For information about how to open this application. assign the incident request to a specialist. you do not need to add all the information for this individual’s profile. Chapter 4 Registering and assigning incident requests as support staff 65 . see “To access BMC Remedy Knowledge Management” on page 67. and add any other information that is necessary. ! To search for matching records 1 Open or create an incident request. For information about accessing BMC Remedy Knowledge Management. determine if you can resolve the incident yourself. First call resolution Before you assign an incident request. see “To access BMC Remedy Knowledge Management” on page 67. see “Searching for similar incident requests” on page 67. if you have access to it. complete or modify the required fields. 4 Click Save. For information about how to do this. incident requests. For information about how to do this. continue with step 3. If adding a customer record. or similar. known errors. If you cannot resolve the incident request. 2 Use one of the following methods to search for a solution: ! ! Incident Matching feature. and solution entries. To do this.

Matching incidents. choose Quick Actions > Incident Matching. perform the following steps: a On the bottom half of the form. 6 Click Search. known errors.6. c On the top half of the form. then within that tab click the solution tab. click Relate Without 66 User’s Guide . Relate with Solution. 7 To view details of a matching record. ! 5 Run the search by using either the incident request’s operational categorization or Operational Categorization—In the Search By Operational Categorization area. choose Functions > Incident Matching. In the Navigation pane. from the Relationship Type list. 9 To relate the record and copy the solution to the resolution of the incident. known errors. Solution. select Resolved by. you can specify the other fields in the search criteria pages.BMC Remedy Service Desk: Incident Management 7. b Select the appropriate record. 4 Select the appropriate check boxes to search for incidents. such as matching known errors. This tab displays details of the selected record. click the appropriate Search and Solution tab. Product Categorization—in the Search By Product Categorization area. ! NOTE To further filter the search results. click 10 Alternatively. This tab lists matching records. problem investigations. such as the Known Error Search and Solution tab. to relate the record without the solution. 8 If the matching record resolves the current incident. click the appropriate tab. or solution database entries. problem investigations.00 3 Open the Incident Matching dialog box. product categorization. such as the View Known Error Solution tab. such as the Known Errors tab. and solutions appear in the tabs at the bottom half of the dialog box. click Current Operation. When using the Best Practice view When using the Classic view In the Navigation pane. click Current Product.

For information about using BMC Remedy Knowledge Management. Chapter 4 Registering and assigning incident requests as support staff 67 . see the BMC Remedy Knowledge Management User Guide. Search incident request by Relationships—Searches for incident requests using fields from the Relationship form. Searching for similar incident requests A tool you can use for finding similar incident requests is the Advanced Search feature that is available when an incident request record is open. When using the Classic view With the incident request record open. from the Navigation pane. Thus. ! To search for similar incident requests 1 With the incident request record open. you can search for all incident requests that have a status of Resolved or Closed. To access the help system. chose Advanced Functions > Advanced Search. select the type of search you want to Search incident request by Work Info—Searches for incident request using fields from the Work Details tab (Work Info when using the Classic view) tab. as described in the following table. TIP You can use the advanced search bar to define a more complex set of criteria than you can specify by using only fields in a form. from the Links area of the Navigation pane. ! 2 In the Advanced Search Selection dialog box. see the BMC Remedy User Client online help system. When using the Best Practice view With the incident request record open. select Help > Contents and Index. and then click Search. from the Quick Links area of the Navigation pane. see the BMC Remedy Knowledge Management User Guide. 4 View the incident requests that match the search criteria in the table that appears. perform. from the BMC Remedy User Client tool bar. you can use that application to look for a solution. For more information about using the advanced search bar. For example. then click Select. click Search Knowledge Base. For information about using BMC Remedy Knowledge Management. Search Incidents by Assignment Logs—Searches for Incidents using fields from the Assignment Log form. provide as much information as possible. click Search Knowledge Base. ! ! 3 On the search form.Registering incident requests ! To access BMC Remedy Knowledge Management ! If you have access to BMC Remedy Knowledge Management. you can search for all incident requests with two different values in the same field.

3 From the Request Type list. from the Relationship Type list. select Duplicate of. select Incident.6. The status of the duplicate incident is Pending. the program copies the service from the original incident request record to the duplicate. The Incident Relationship Search dialog box appears. select the record in the table on the Relationships tab. Incidents matching the search criteria appear on the form's bottom half. if the original incident request record has a value in the Service field that is also a valid service for the customer who submitted the duplicate record. and the duplicate record’s Service field is empty. Also. The Incident Relationship Search dialog box closes. or cancels the original incident request. 2 Click the Relationships tab. marking them with a status of Resolved. and then click Search. If the current incident is the original incident. 7 Click Save. ! 6 Click Relate. 4 Enter the search criteria to find the original incident. closes. ! To relate an incident request as a duplicate 1 Open the incident under investigation.00 Relating incident requests as duplicates You can relate an incident request to another as a duplicate. Resolution. with a status reason of Pending Original Incident. and CI fields are copied to the related duplicates. 5 Select the duplicate incident according to the following choices: ! If the current incident is a duplicate of the original incident. then click Search. To see the details of the related record. from the Relationship Type list. NOTE 68 User’s Guide . and click View. When someone resolves. its Operational and Product Categorizations. The incidents are related as duplicate and original.BMC Remedy Service Desk: Incident Management 7. select Original of. The original incident request resolves all its duplicates.

This starts the search. you can define a custom search. expand the node that corresponds to the type of search For example. Chapter 4 Registering and assigning incident requests as support staff 69 .Registering incident requests Searching for incident request records using Company and View By This section describes how to search for incident request records that are related to the company and the group selected in the Company and View By area of the Incident Management console. For information about how to do this. ! To search for incident request records 1 In the Company and View By area on the Incident Management console. to see all open incident request records matching the Company and View by fields. select Critical Priority. For information about how to search for records that are not associated with your ID or group information or to search all records. NOTE If the Defined Searches list does not contain a search that meets your needs. criteria you want to conduct. to see all open records with critical priority. 2 In the Defined Searches list. expand the All Open node. you can restore the incident request record to the In Progress status. which places the results in the Incidents table. see “Searching all records” on page 129. see “Creating a custom search” on page 128. Restoring a resolved incident request record to In Progress status If the recorded resolution did not resolve the incident. see “Moving a resolved incident request back to In Progress” on page 89. make sure the company and the support groups for which you want to view records are selected in the Company and View By fields. For example. For information about custom searches. This also moves the incident back to the Resolution and Recovery stage in the incident request lifecycle. 3 Select the specific type of search that you want to view.

! If you reopen a current incident request.00 Assigning incident requests Service desk analysts and Group Coordinators each play a role in assigning incident requests.6. If the incident request is created from a template that has an assignment group predefined. see “Assigning incident requests as a group coordinator” on page 92. 70 User’s Guide . The information in this section applies to service desk analysts. Figure 4-5 provides an overview of the incident request assignment process as described by the SMPM. For information about the group coordinator’s role. you manually reassign the incident request to the most appropriate group. For information about how to do this. see “Reassigning incident requests” on page 72. one of the following actions happen: ! The routing rules used by BMC Remedy Incident Management automatically assign the incident request to the most appropriate group when the incident request record is saved. the incident request is assigned to the predefined assignment group. When you register a new incident request. The coordinator of the group to which the incident request is assigned then reviews the request.BMC Remedy Service Desk: Incident Management 7.

Assigning incident requests Figure 4-5: Assigning incident requests Chapter 4 Registering and assigning incident requests as support staff 71 .

00 Reassigning incident requests You can reassign an incident to either an individual or a support group. 3 After selecting an Assigned Group. the Assignee from the list.6. ! To reassign an incident 1 Open the incident request record. select select the Assignee from the list. This assigns the incident based on predefined mapping. Automated assignment can be based on the customer organization. or product categorization. 2 Reassign the investigation. 2 Select the Assigned Group from the list. 72 User’s Guide . location. operational categorization.BMC Remedy Service Desk: Incident Management 7. 3 After selecting an Assigned Group. 2 Select the Assigned Group from the list. When using the Best Practice view 1 Click the Work Detail tab. Use the shortcut in the Quick Actions section (Quick Links in Classic view) of the Incident Request form to reassign an incident to yourself (Assign to Me) or to reassign an incident based on automatic routing (Auto Assign). When using the Classic view 1 Click the Assignment tab. 3 Click Save.

Chapter 5 Resolving and closing incident requests as support staff The information in this section is for people who fulfill the role of specialist. The tasks described by this section are organized according to the stages of the incident management lifecycle as described by the BMC Service Management Process Model (SMPM). Group coordinators and on-duty managers should also be familiar with the information in this section to better understand the support staff tasks and so they can fulfill the role of support staff if necessary. Figure 5-1: The SMPM stages covered in this section Support Staff (Service Desk Analysts & Specialists) 4 Resolving incident requests 6 Closing incident requests The following topics are provided: ! ! Resolving incident requests (page 74) Closing incident requests (page 86) Chapter 5 Resolving and closing incident requests as support staff 73 . Figure 5-1 illustrates the SMPM stages covered in this section. See “Process flow and the lifecycle of an incident request” on page 25 for an illustration of the incident management lifecycle.

see “Creating a change request” on page 84. you can create a solution database entry to document the solution. but the incident can recur. Figure 5-2 on page 75 provides an overview of the incident request resolution process as described by the SMPM. you notify the problem coordinator. If the incident request was resolved using a workaround. For information about how to do this.BMC Remedy Service Desk: Incident Management 7. you escalate the incident request by assigning it to the service owner.6. After resolving the incident request. you resolve the incident. you update the incident request. similar cases. service desk analysts. If the resolution information entered in the incident request might help users. to make sure the user is notified of the resolution. or other specialists resolve future. Perform an incident request resolution by using the change management process when the resolution requires a change that will: ! have a negative affect on the service during the service hours (defined by the SLA) change the functionality of a service require an update to the BMC Atrium Configuration Management Database (BMC Atrium CMDB) ! ! If the incident request does not require the change management process. If the preferred method of incident request resolution is through the change management process. so that a problem investigation record can be created.00 Resolving incident requests You review an assigned incident request to determine whether the resolution requires a change. 74 User’s Guide .

Resolving incident requests Figure 5-2: Incident request resolution Chapter 5 Resolving and closing incident requests as support staff 75 .

or resolved. see the BMC Remedy IT Service Management Configuration Guide. The incident owner is notified when an incident is resolved. such as when an incident is created. These on-going tasks help to keep the incident request record up-to-date with the latest information about the work being performed to resolve the incident. assigned. The Problem assignment group or assignee is notified when a solution entry is created from an incident. or pager. The purpose of the notification policy is to inform key IT support staff and customers about incidents that have caused a service disruption.6.BMC Remedy Service Desk: Incident Management 7. Individual and system-wide preferences indicate whether to send notifications by alert. The administrator can configure the notification method.00 Accepting an incident request There are several on-going tasks that you must perform when you accept and begin working on an incident request. Notifications from BMC Remedy Incident Management are automated and driven by BMC Remedy Incident Management events. Automated notifications are sent to individuals or groups. and whether to send individual or group notifications. email. All incidents assigned to you or your support groups appear in the Incident Management and Overview consoles. if the assignee group is different from the owner group. ! ! 76 User’s Guide . as to whether business hours and holidays are included or excluded. For details about configuration. The message includes the resolution. The following scenarios are examples of notifications sent from BMC Remedy Incident Management: ! Customers are notified by email when the incident is resolved. as described by the procedures that follow. as described in the BMC Remedy IT Service Management Configuration Guide. you can receive notification through: ! ! BMC Remedy Alert Email You configure how you receive each notification from the People form. These on-going tasks include: ! ! ! ! ! ! Receiving notification of assignments Working with assignments Working with tasks Recording time worked on an incident request Creating work information entries Modifying work information entries Receiving notification of assignments When an incident is assigned to you.

For details. For details about how to configure the service targets and the notifications in BMC SLM. assignee group coordinators. or canceled). BMC Impact Manager Event. or owner group coordinators by using templates included with the BMC Remedy Incident Management when it is integrated with BMC SLM. and change requests can receive notification from BMC Remedy Problem Management or BMC Remedy Change Management. You can view the Responded Date on the Date/System tab. see “Overview of BMC SLM calculations” on page 94. see “To set the responded date. see the BMC Service Level Management User’s Guide. You can configure BMC SLM to send notifications to incident assignees. 3 Save the change to the incident request record. Fax. or Other. incident owners. see the BMC Remedy Service Desk: Problem Management User’s Guide and BMC Remedy Change Management User’s Guide. Chapter 5 Resolving and closing incident requests as support staff 77 . 2 Select Yes from the Response field list.Resolving incident requests Assignees of incidents related to problem investigations. closed. For details about service target calculations. The Responded Date field on the Date/System tab is updated with the date on which you changed the Response field from No to Yes. The target resolution time has elapsed and the incident is still open (not resolved. Web. . the Response field appears. this happens when: ! ! The target response time has elapsed and the incident is still assigned. known errors. Service target escalations occur when the incident’s responded date is in danger of breaching the service terms (for information about setting the responded date. Notifications defined in BMC SLM If you are using BMC SLM. For example. ! To set the responded date 1 Open the incident request If the reported source is Email. Self Service. Voicemail.” which follows). notifications can be sent out based on milestone actions that are defined as part of service targets in the BMC SLM application.

You can also assist with an incident assigned to another support group when a task is assigned to you. For information about accessing BMC Remedy Knowledge Management.BMC Remedy Service Desk: Incident Management 7. 78 User’s Guide . Working with tasks You can assign tasks to one or more people without changing the assignment of the incident. click Assign to Me. When using the Classic view From the Quick Links section of the Navigation pane. For information about working with tasks. you are working on incidents assigned to you or to your support group. ! To accept an assignment 1 Open the incident request record. you can also use this application to search for possible solutions. see the BMC Remedy Knowledge Management User Guide. known errors. and solution database entries.6. see “First call resolution” on page 65. see “Creating and monitoring tasks” on page 99. For information about how to use BMC Remedy Knowledge Management. When using the Best Practice view From the Quick Actions section of the Navigation pane. If BMC Remedy Knowledge Management is installed. click Assign to Me. use the methods for finding similar incident requests described in “First call resolution” on page 65.00 Working with assignments When you work on open incidents. To do this. 3 Change the Status to In Progress. 4 Click Save. 2 Assign the incident request record to yourself. Searching for a solution You can search for information that might help resolve the current incident request in other incident requests. problem investigations.

2 Perform one of the following tasks. as well as other information. Chapter 5 Resolving and closing incident requests as support staff 79 . You can also update the amount of time you spent working on an incident request after it has been assigned to another assignee. you can enter the time manually. When using the Best Practice view ! When using the Classic view ! In the Work Detail area. click the clock graphic beside the Assignee field to open the Effort Time Spent window. only for previous assignees. the amount of time each group or person worked on the incident request). Or. If you receive assistance from someone else.Resolving incident requests Recording time worked on an incident request You must keep track of the time that you spend working on an incident request. The Incident Assignment Log contains a record of who created the current incident request as well as individual records for each group and person who was subsequently assigned to the request. you can also keep track of their time through the Incident Assignment Log. it does not contain a record for the current assignee. NOTE Because the Incident Assignment Log is historical. Each record contains the total effort duration for each assignee (that is. Click the Assignment tab. The system updates the Incident Assignment Log with a record for the most recent assignee each time the incident request is reassigned. When the incident request is moved to the Closed state. you can use a timer to keep track of the time. Recording your time Use the following procedure to record time against an incident request that currently is assigned to you. the system writes the final assignee record to the Incident Assignment Log. ! To record your time 1 Open the incident request record. If the incident request record is open on your desktop while you are working on it.

the cumulative time is written from Total Time Spent to the Assignment Log and Total Time Spent is reset to zero. NOTE The Effort Time Spent Minutes field is a data entry field only. TIP Use the automatic timer to keep track of your time anytime you work on the incident request while the incident request record is open on your desktop. 3 Click Update Assignment Log to open the Incident Assignment Log dialog box. 2 Perform one of the following actions.6. the time value that you provided in Effort Time Spent Minutes is written to a database field called Total Time Spent. When you finish working on the incident request. 4 Click Save. which totals the time spent on the incident request for the current assignee. Click the Assignment tab. When you click Save. If you reassign the incident request or resolve it. it resets Effort Time Spent Minutes to zero. click the clock graphic beside the Assignee field to open the Effort Time Spent window.00 3 Enter the time you spent on the incident request in the Effort Time Spent (Minutes) field. ! To record an assistant’s time 1 Open the incident request record. To start the timer. Recording time for an assistant Use the following procedure to record time against an incident request for someone who assisted you but who was not formally assigned to the incident request.BMC Remedy Service Desk: Incident Management 7. click the Stopped button (the text on the button changes to Started—the button’s text reports the timer’s current status). make sure you click the Started button (the text on the button changes to Stopped). When using the Best Practice view ! When using the Classic view ! In the Work Detail area. After the BMC Remedy Incident Management writes the time value to Total Time Spent. 80 User’s Guide .

3 Click Update Assignment Log. if the person or group to which the incident request is reassigned asks for your help with some aspect of the incident request resolution. 5 In the Effort Time Spent (Minutes) field. NOTE You can update the time only for your own Incident Assignment Log records. For example. When using the Best Practice view ! When using the Classic view ! In the Work Detail area. you can update your record in the Incident Assignment Log with the additional time. 4 In the table at the bottom of the Incident Assignment dialog box. You cannot update the records of other support groups or individuals. Chapter 5 Resolving and closing incident requests as support staff 81 . An entry containing this information appears in the table at the bottom of the Incident Assignment Log dialog box.Resolving incident requests 4 Add the assistant to the Assignment Log by selecting values for the following fields: ! ! ! ! Support Company—the name of the assistant’s support company Support Organization—the name of the assistant’s support organization Assigned Group—the name of the assistant’s assigned group Assignee—the name of the assistant’s name of the individual. Click the Assignment tab. 6 Click Add. enter the time the assistant spent on the incident request . select your record. Updating your time after the incident request is reassigned Use the following procedure to update the time that you spend on an incident request after it has been reassigned. click the clock graphic beside the Assignee field to open the Effort Time Spent window. 2 Open the Incident Assignment Log dialog box. ! To update your time after the incident request is reassigned 1 Open the incident request record.

you must make sure that you keep careful work information entries in the Work Details area of the incident request record (or in the Work Info tab when using the Classic view). 5 To add an attachment to the record. 3 Click Create. 4 Enter the work information details in the Incident Work Info dialog box. Creating work information entries When you begin working on an incident request.00 5 In the Effort Time Spent (Minutes) field of the Update Assignee Effort Duration area. explaining what you have done. or you can add them to open incident request records. 6 Choose whether to lock the work log. you might want to add a note that a particular CI was deployed. click the minus button (-) to subtract the time. 7 Choose the type of view access: ! Internal—Choose this if you do not want the customer to see the work information entry. You can add work information entries to an incident request record directly from the Incidents table. you cannot modify the work log after you save it. ! To add work information entries from the Incidents table 1 From the Incident Management console. 6 Click the plus button (+) to add the time to the record’s total amount of time. if the Tasks table is visible. open the Incident Detail area by clicking Show Incident Detail. and include the date. right-click in the attachment table and select Add from the menu that appears.6. select the incident request record. 2 At the bottom of the Incident Management console. ! 8 Click Save. Public—Choose this if you want the customer to see the work information entry. IMPORTANT If you select Yes.BMC Remedy Service Desk: Incident Management 7. 82 User’s Guide . For example. NOTE You cannot delete a completed assignment log. type the number of minutes that you are adding or subtracting from your recorded time. or 7 Click Close.

select the work information record that 4 Click View. or a work order. click Create. Note: Attachments to work information entries created in BMC Service Request Management are not transferred with information sent to a backend application. 5 Make the required modification as described in Table 5-1. click the Work Info tab. and click Report. if the Tasks table is visible. 2 At the bottom of the Incident Management console. 3 From the list of work information entries. The following procedure describes how to modify the notes. how you add work information depends on the view. Right-click in the attachment table and select Add from the menu that appears. When using the Classic view 1 With the incident request record open. select one or more entries. Table 5-1: Modifying work information entries Modification To update the note To add an attachment Action Click inside the Notes field and type the changes.Resolving incident requests NOTE To see a report of selected work information entries. and then follow the onscreen instructions. lock the entry so it cannot be modified later. you want to update. ! To modify a work information entry from the Incidents table 1 From the Incident Management console. open the Incident Detail area by clicking Show Incident Detail. 2 On the Work Details tab. such as an incident. you can modify any field on it. described in “Creating work information entries” on page 82. a change request. and change the viewing access level. Chapter 5 Resolving and closing incident requests as support staff 83 . select the incident request record. Modifying work information entries If the work information entry is not locked. 3 Complete the fields in the Incident Work 2 Complete the fields on the tab as Info dialog box as described in “Creating work information entries” on page 82. add attachments. When using the Best Practice view 1 Open the incident request record. You can access the attachments only from the service request. ! To add work information entries to an open incident request record ! If you are working with an open incident request record.

select Internal or Public from the View Access list. 3 Complete the fields on the tab as described in “To modify a work information entry from the Incidents table” on page 83.00 Table 5-1: Modifying work information entries(continued) Modification To lock the entry Action From the Locked list. When using the Classic view 1 With the incident request record open. If you are not sure about your change management permissions. ! To modify a work information entry from an open incident request record ! If you are working with an open incident request record. Public—Select this if you want the customer to see the work information entry. When using the Best Practice view 1 Open the incident request record. select Yes or No. For information about how to do this. If you have the correct change management permissions. the work information entry cannot be modified after you save it. 84 User’s Guide . information entry that you want to update. Creating a change request If infrastructure change is required to permanently resolve the incident request. open the incident request and then update the details as required. see “Reassigning incident requests” on page 72. ! ! Internal—Select this if you do not want the customer to see the work information entry.6. 2 On the Work Details tab. 2 Select the work information entry that you want to update. Click save when you finish. select the work click the Work Info tab. 3 Click View. Note: If you select Yes. 6 Click Save. Updating an incident request To update an incident request. assign the incident request to a Change Coordinator. how you modify work information entries depends the view. 4 Update the fields in the Incident Work Info dialog box as described in “To modify a work information entry from the Incidents table” on page 83.BMC Remedy Service Desk: Incident Management 7. ask your system administrator. you can create a change request from the Incident Request form. To change the view access level From the View Access list.

select Create Other Requests > Create Change. For information about recording change requests. 2 Create the knowledge base article. click Create Knowledge. see the BMC Remedy Knowledge Management User Guide. select Solution Database. ! To create a solution entry from an incident 1 From the Incident Management Incidents table. When using the Best Practice view When using the Classic view From the Links area of the Navigation pane. Creating a knowledge base article from an incident If you have access to BMC Remedy Knowledge Management. 85 Chapter 5 Resolving and closing incident requests as support staff . 4 Click Create. The Product and Operational Categorization are copied from the incident to the infrastructure change. 4 Click Save. A relationship is created between the change and the incident. you can also create knowledge base articles that described the resolution. 3 Complete the Change Request form. A Change Request form appears. see the BMC Remedy Change Management User’s Guide. 3 From the Request Type list. when trying to resolve similar incident requests. NOTE For complete information about creating knowledge base articles. you can publish the resolution from an incident into the solution database. 2 Click the Relationships tab. ! To create a knowledge base article 1 Open the resolved incident request record. From the Quick Links area of the Navigation pane. 2 From the Navigation pane. 6 Click Save. open the incident. These can be helpful in the future. Creating a solution database entry from an incident If you have access to BMC Remedy Problem Management. 5 Edit the form as required.Resolving incident requests ! To create change from an incident 1 Open the incident request record. click Create Knowledge.

see “Creating a solution database entry from an incident” on page 85. and can verify the resolution. move the incident request status to Resolved. notify the problem coordinator so that person can investigate the issue in a timely manner and then decide whether to create a problem investigation.6. If the user does not accept the resolution. If you are in communication with the customer when you resolve the incident request. or other specialists resolve future. Figure 5-3 provides an overview of the incident request closure process as described by the SMPM. If the resolution information entered in the incident request can help users. and set the Status Reason field to Customer Follow-up Required. see “Closing an incident request” on page 88. or BMC Remedy Incident Management automatically moves the incident request status to Closed. you can create a solution database entry to document the solution. service desk analysts. see “Completing an incident request” on page 87.00 Closing incident requests When you resolve the incident request. If the incident request was resolved using a workaround. move the request status to Closed immediately. the user contacts the service desk and asks for the incident request to be reopened. The default setting is 15 days. The length of this period is configurable. Check with your system administrator to determine how much time your organization specifies. but the incident can recur. If you cannot verify the resolution at the time you make it. complete the incident request with the Resolved status. 86 User’s Guide . For information about how to do this. For information about how to do this. For information about how to do this.BMC Remedy Service Desk: Incident Management 7. NOTE The customer must verify the resolution within a specified period of time. Depending on the incident request’s status see either “Moving a resolved incident request back to In Progress” on page 89 or “Reopening a resolved or closed incident request” on page 89 for information about how to do this. similar cases.

but are unable to have the user verify the resolution. such as Customer Follow-up Required. 2 Change the Status field to Resolved. ! To complete an incident request 1 Open the incident request record. The status reason can indicate action required before the incident is closed.Closing incident requests Figure 5-3: Incident request closure Completing an incident request Use this procedure when you have resolved the incident request. Chapter 5 Resolving and closing incident requests as support staff 87 . 3 Select the appropriate status reason.

For details about CI unavailability. because BMC Remedy Incident Management processes these updates in the background. It can take up to several minutes to update duplicate requests. The default setting is 15 days. If CI unavailability was created from this incident and your support group is responsible for the CI unavailability. if appropriate. see “Recording CI unavailability” on page 132. for example. see “Relating incident requests as duplicates” on page 68. 88 User’s Guide . so check with your administrator to find out the interval for your organization. Closing an incident request This activity makes sure that the incident has successfully restored the service to the user and that the user is satisfied with the outcome. click Close and Continue Save. you are prompted to update the CI unavailability. review the incident request record for completion and. ! To update the CI unavailability. the broadcast is removed. When the user agrees that the incident can be closed. ! To close an incident request 1 Open the incident request record. For information about duplicate incident requests. 4 Click Save. click Update. To return to the Incident Request form without saving. choose Closed. BMC Remedy Incident Management also updates those duplicate requests as resolved. To continue resolving the incident without updating the CI. 3 In the status field. The status is now set to Closed.00 4 Click Save. ! ! NOTE When you resolve an incident request that has related duplicate requests. click Close and Cancel Save. after a period of time BMC Remedy Incident Management closes the incident.6. If you leave an incident as resolved. if the CI is now available. 2 Review the Incident Request form to make sure that it is complete and accurate. If the incident was broadcast. The status of the incident is set to Resolved. create a solution database entry. The time for your installation to close the incident is configurable.BMC Remedy Service Desk: Incident Management 7.

select In Progress. ! To reopen a closed incident 1 Open a closed incident. 3 On the new Incident Request form. and the status changes from Resolved to In Progress. and further work is needed.Closing incident requests Moving a resolved incident request back to In Progress Use the following procedure to move an incident request record with a status of Resolved back to the In Progress status. NOTE If the status of the incident request record is Resolved. 3 Click Save. 2 From the Navigation pane. The incident moves back to the Resolution and Recovery stage. or support staff who have either Support Group Manager or Support Group Lead functional roles can reopen it. then only someone with Incident Master permissions. click Save. The basic details from the closed incident are copied to it and a relationship is created between the new and closed incident request. NOTE The Re-open option is only enabled under Functions when the status of the selected record is Closed. anyone can reopen it. ! To move a resolved incident request to In Progress 1 Open a resolved incident. 2 In the Status field. You do this if the reported resolution did not resolve the incident request. If the status of the incident request record is Closed. Chapter 5 Resolving and closing incident requests as support staff 89 . select Functions > Re-open incident. Reopening a resolved or closed incident request Use the following procedure when you want to reopen a resolved or a closed incident request. A new Incident Request form appears with a new incident number.

BMC Remedy Service Desk: Incident Management 7.00 90 User’s Guide .6.

For more information about the incident management lifecycle. managers can assign and track incident requests. Figure 6-1 illustrates the SMPM stages covered in this section. Figure 6-1: The SMPM management stages covered in this section 2b Managers (Group Coordinators & On-Duty Managers) Assigning incident requests 3 Tracking incident requests 5 Handling incident escalations 7 Approving solutions The following topics are provided: ! ! ! ! Assigning incident requests as a group coordinator (page 92) Tracking incident requests (page 93) Handling incident escalations (page 96) Approving solutions (page 97) Chapter 6 Working with incident requests as a manager 91 . Using the Incident Management console. On-duty managers should also be familiar with the information in this section. and approve solutions. The tasks described by this section are organized according to the stages of the incident management lifecycle as described by the BMC Service Management Process Model (SMPM).Chapter 6 Working with incident requests as a manager The information in this section is for people who fulfill the management role of group coordinator. should also be familiar with the information in this section. see Figure 1-7 on page 26. who occasionally fulfill the role of group coordinators and on-duty managers. Other people in your organization. make escalations when necessary.

6. For information about how to do this. see “Reassigning incident requests” on page 72. If a change is required. 92 User’s Guide . If it does. you send it back to the service desk for correction by reassigning it back to the service desk.BMC Remedy Service Desk: Incident Management 7. or if it is assigned to the wrong group. The resolution of an incident request is performed using the change management process when the resolution requires a change that will: ! have a negative affect on the service during the service hours (defined by the SLA) change the functionality of a service require an update to the BMC Atrium Configuration Management Database (BMC Atrium CMDB) ! ! If the incident request does not require the change management process. your escalate (or assign) the incident request to the service owner. you can reject the incident request by assigning it back to the service desk. you must review it before assigning it to a specialist. if known. you check whether the request requires the change management process. you assign the incident to a specialist within your group. see “Assigning incident requests” on page 70. If important information is missing from the incident request or if it is assigned to the wrong group. If the incident request is accepted. you assign the incident request to the change coordinator of the affected service. When an incident request is assigned to a group by the service desk analyst. NOTE Make sure you include a note in the Work Info section of the incident request record explaining why the incident request was rejected. Include the name of the correct group to which the incident request needs to be assigned. Rejecting an incident If the incident request does not contain enough information for the specialist to work with. For information about how to do this. see “Assigning incident requests” on page 70. For information about how to do this. see “Reassigning incident requests” on page 72. For information about how to do this.00 Assigning incident requests as a group coordinator This information in this section applies to group coordinators.

For details about configuring service targets and notifications in BMC SLM.6. closed. When you receive an escalation. or owner group coordinators. you escalate the incident request to the service owner of the affected service. incident owners. you receive a notification when the incident request is in danger of breaching the service terms. see “Overview of BMC SLM calculations” on page 94. For details about service target calculations. however. The target resolution time has elapsed and the incident is still open (not resolved. you determine whether the incident request needs to be reassigned to another specialist with different skills. NOTE You can view the Responded Date on the Date/System tab of the Incident Request form.Tracking incident requests Tracking incident requests If BMC Service Level Management (BMC SLM) is installed. see the BMC Service Level Management User’s Guide. the escalation notification occurred because an SLA threshold is approaching a breach.00. you determine the cause of the notification and act accordingly. if the notification occurred because an SLA was breached. For example. or canceled). as described by the SMPM. then you must notify the assigned specialist that the incident request must be resolved quickly to avoid any service level objective (SLO) violations. You can configure BMC SLM to send notifications to incident assignees. you can place incident requests that require special monitoring on the Watch List (see “Working with the Watch List” on page 95 for information about using this new feature). For example. Figure 6-2 on page 94 provides an overview of the tracking incident requests process. Chapter 6 Working with incident requests as a manager 93 . or with different access rights. If. assignee group coordinators. by using templates included with BMC Remedy Incident Management when you integrate it with BMC SLM. greater experience. If you decide not to reassign the incident request. this happens when: ! ! The target response time has elapsed and the incident is still assigned. Beginning with BMC Remedy Service Desk: Incident Management version 7.

you can view incident service targets defined in BMC SLM. When support staff respond to an incident request from one of the previously noted sources. Service targets can be defined in BMC SLM for response time and resolution time. product and service categorization. Fax. Voicemail. BMC Impact Manager Event.00 Figure 6-2: Tracking incident requests Overview of BMC SLM calculations From the Incident Request form. 94 User’s Guide . or Other. see “To set the responded date” on page 77. The service target response time applies when an incident request’s reported source is: Email. the Responded Date is blank until someone indicates that the incident has been responded to by updating the Response field on the Incident Request form to Yes (for information about updating the Response field. Self Service. the Responded Date is set to the date that the incident was responded to. and many additional criteria.6. Web.BMC Remedy Service Desk: Incident Management 7. Service targets for an incident can be determined by related CIs. In these cases.

select the record to add. The following scenarios can affect the calculated resolution time: ! When an incident is in a pending state. From the Defined Searches list in the Navigation pane . After you add an incident request record to the Watch List. When a resolved incident is reopened. the Company and View By fields at the top of the Incident Management console are disabled. From the Incidents table. Table 6-1: Working with the Watch List Action Viewing the Watch List Returning to the Incidents table Adding records Note From the Defined Searches list in the Navigation pane . it is still enabled in the Incidents table. it might not be included in BMC SLM calculations. Click Add to Watch List Note: When you add a record to the Watch List. Removing records From the Watch List table. NOTE You can use the Watch List to track an incident request record throughout its lifecycle. Click Remove From Watch List Note: This does not delete the record from the database. Table 6-1 describes how to add and remove records from the Watch List. ! Working with the Watch List The Watch List provides a separate area where you can place records that you particularly want to monitor.Tracking incident requests The service target resolution time is configurable. it only removes it from the Watch List. a typical scenario would be from when the incident is recorded until it is resolved. even if it is reassigned to a group that you do not belong to. the BMC SLM calculations account for time spent in the resolved state. click Watchlist. select the record to remove. Chapter 6 Working with incident requests as a manager 95 . NOTE When you are viewing the Watch List . depending on the status reason. run one of the searches. it stays there until you remove it.

The resolution of an incident request is performed using the change management process when the resolution requires a change that will: ! have a negative affect on the service during the service hours (defined by the SLA) change the functionality of a service require an update to the BMC Atrium CMDB ! ! If the change management process is needed. If the service owner determines that the best way to restore service is through the continuity site.6. the change will have on the users. the service owner escalates the incident request to the on-duty manager to implement the continuity site strategy (see “Reassigning incident requests” on page 72 for information about how to do this). the service owner consults with the specialists who were handling the request to understand the request’s current status and what solutions have been tried already. the service owner determines whether service can be restored through the change management process.BMC Remedy Service Desk: Incident Management 7. When this is done. Through this consultation. and what affect.00 Handling incident escalations If an incident request is escalated to the service owner. NOTE The role of service owner is performed by the on-duty manager when the service owner of the affected service is not available. the service owner asks the specialist to implement the change as an emergency change. 96 User’s Guide . if any. they develop a strategy to minimize the affect of the change. If possible. the service owner also consults with the specialists assigned to the incident request to understand the risks that might cause the change implementation to fail. the service owner makes sure that the most appropriate specialists continue to resolve the incident within the incident management process. If activating a continuity site is not practical. Figure 6-3 on page 97 provides an overview of the escalation handling process as described by the SMPM. If change management is not required. the service owner creates a change request (see “Creating a change request” on page 84 for information about how to do this).

and then click View. you approve the solution by changing the Status field on the Solution form from Inactive to Active. 2 Click the Relationship tab. 3 From the Relationships table.Approving solutions Figure 6-3: Escalation handling Approving solutions When the specialist proposes a solution. you must review the proposed solution to make sure the information is complete and accurate. You might need to contact the specialist for clarification or to better understand the proposed solution. Chapter 6 Working with incident requests as a manager 97 . When you agree that the proposed solution is accurate and complete. you perform the following steps on the Solution form: ! ! ! record the reason for disagreement in Work Info set the Expiry Date field to today’s date leave the Status field reading Inactive ! To approve or reject a solution 1 Open the incident request record. select the solution database entry you are working on. and appropriate for the incident request. If you do not agree that the proposed solution is appropriate for the incident request.

5 Click Save.00 4 Perform the following steps. Figure 6-4 Provides an overview of the solution approval process as described by SMPM. as required. change the Expiry Date to today’s date. Add a work information note to record the reason for disagreement.BMC Remedy Service Desk: Incident Management 7.6. Figure 6-4: Approving solutions 98 User’s Guide . Rejecting a solution Leave the Status field at Inactive. On the Date/System tab. Approving a solution Change the Status field from Inactive to Active.

Chapter 7 Creating and monitoring tasks The information in this section is for people who fulfill one or more of the following support roles: ! ! ! service desk analysts group coordinators specialists Tasks overview (page 100) Adding tasks using task templates (page 101) Creating ad hoc tasks (page 102) Accepting task assignments (page 103) Opening and viewing individual task records (page 104) Reassigning task sequence numbers (page 104) Assigning and reassigning tasks (page 106) Updating task record details (page 106) Planning task times (page 106) Tracking the time spent working on tasks (page 107) Adding work information to a task (page 109) Canceling tasks (page 110) Closing tasks (page 110) Resolving. closing. and canceling incident requests with open tasks (page 111) The following topics are provided: ! ! ! ! ! ! ! ! ! ! ! ! ! ! Chapter 7 Creating and monitoring tasks 99 .

Dividing the solution into separate tasks can help you to better manage and to monitor the incident request as it moves toward resolution. or process.6. After a task or task group is assigned to a task implementer. you must create it manually. 100 User’s Guide . If the solution to an incident request involves more than one action. therefore. or you can create an ad hoc task. to several people. Task templates are predefined tasks that you can quickly add to an incident request. select Links > 2 Click the Tasks tab. the task implementers are notified of the tasks assigned to them by email.BMC Remedy Service Desk: Incident Management 7. consider dividing the solution into separate tasks. Tasks.” The sub-tasks of the task group are called “children” of the task group. information about the tasks and task groups is stored on a separate Task form. An ad hoc task is any task that is not included in the list of task templates and. Table 7-1: Opening the Task form When using the Best Practice view 1 Open the incident request record. Table 7-1 describes how to open the Task form from both of the BMC Remedy Incident Management views. You can assign the tasks to the same person. see “Creating ad hoc tasks” on page 102. or to a support group. You can use a task template to add a task to an incident request. You can relate an unlimited number of tasks or task groups to an incident request. For information about how to do this. procedure. or some additional means.” When the group coordinator sets the task status to In Progress. When using task templates. the task implementer receives notifications to perform each of the assigned tasks. pager. BMC Remedy Alert. After a task is assigned to the task implementers. A task that has sub-tasks is called a “task group. see “Adding tasks using task templates” on page 101. you can also add tasks that are divided into sub-tasks. Opening the Task form How you open the Task form depends on whether you are using the Best Practice view or the Classic view. For information about how to do this. they can log their progress as they complete each task. Although tasks and task groups are related to specific incident request records. The person or support group to whom the task is assigned is the “task implementer. When using the Classic view 1 Open the incident request record 2 From the Navigation pane.00 Tasks overview A task is a unit of work that needs to be completed as a step in resolving an incident request.

The Task Group template generates a task that has two or more sub-tasks. you do not need to spend time manually completing the Task form fields as described in “Creating ad hoc tasks” on page 102. the fields are already completed). but you must still assign automatic tasks to a person. Task templates are created by your system administrator. so there is someone to monitor the task. redefine the numeric sequence of the children tasks created by any group template. 5 If necessary. select the template for the task you are adding. save the incident. 2 From the Request Type list. select either Task Template or Task Group Template. Chapter 7 Creating and monitoring tasks 101 . Task Template tasks can be either “Manual” or “Automatic. TIP To manage a large number of task templates. ! To add a task using task templates 1 Open the Tasks form. the tasks must be performed in the sequence indicated on the Task form. as described in “Opening the Task form” on page 100. 3 From the list of tasks in the Select Template dialog box. however. and then click Relate. Because the Task form is predefined (that is. When you click Relate. The task management subsystem enforces the dependencies between tasks. as described in “Reassigning sequence numbers to task group children” on page 105.” Task templates associate a single task to the incident request record. Task Group tasks can be defined either as standard or sequencing. These relate to the sequence order specified in the Incident Request form. Standard task group tasks can be performed in any order. 7 When you finish adding templates.Adding tasks using task templates Adding tasks using task templates To save time. The templates you selected are displayed in the Tasks and Task Groups list. The following are the types of tasks that you can add to an incident request record when using templates: “Task Template” and “Task Group Template.” Manual tasks must be performed by a person. Automatic tasks are preformed by a computer or automated system. the Task form closes. you can filter the list by selecting from the Type and Category lists at the top of the dialog box. If there are no templates listed. click inside the list to refresh the table. usually for the most commonly performed tasks that your service desk handles. and then click Relate. 6 Click Close. 4 Repeat steps 2 and 3 for all tasks you want to add to the incident. you can use a task template to add a task to an incident request record. A task template is a predefined task. In a sequencing task group.

! ! Scheduled Start Date—Optionally. enter an estimated end date. The Create Task form appears. therefore. see the BMC Remedy IT Service Management Configuration Guide. choose Ad hoc. The BMC Remedy Assignment Engine automatically assigns the task when the task is created according to how the administrator has configured BMC Remedy Incident Management. 6 On the Requester tab. fill in information about the person creating the task (Requester) and the intended target of the task (Requested For). fill in information about the company. Certain fields in the form are already filled in with the data for the incident.BMC Remedy Service Desk: Incident Management 7. The Company field defaults to the contents of the Incident Location field in the Incident Request form. ! To create an ad hoc task 1 Open the Tasks form. 7 On the Classification tab. must be created manually. assign the task by completing the following fields: ! ! Assignee Group—Optionally.00 Creating ad hoc tasks Add hoc tasks are tasks that are not predefined by a task template and. 4 In the upper region of the form. Summary—Enter a brief description of the task. 8 In the Assignment/Dates tab. enter an estimated start date. 5 On the General tab. You can set the Start Date and End Date to be different from the dates of the parent incident. 2 From the Request Type list. Scheduled End Date—Optionally. For more information about assignment configuration. Assignee—Optionally.6. as described in “Opening the Task form” on page 100. but you can override this if necessary. fill in information about the product and operational categorizations. select a task implementer from the list. Some information is set by default from the Requested By information of the incident. The Type field is set to Manual by default when you create an ad hoc task. 102 User’s Guide . 3 Click Relate. Your task can be assigned to an different department or a different company. fill in the following required fields: ! ! Name—Enter a descriptive name of the task. select a task implementer group from the list.

get related relationships. When you or your group receive a notification that you or your group have been assigned to a task. You can perform quick actions that are with the task. when the task is assigned. ! To receive notification of task assignment by BMC Remedy Alert 1 Log in to BMC Remedy Alert. 2 To evaluate a task. click Save. Incident User. or (at minimum) Incident Viewer permissions. select the task listed in the BMC Remedy Alert window. the task implementer must have Incident Master. NOTE When you follow the recommended lifecycle of an incident. NOTE Chapter 7 Creating and monitoring tasks 103 .Accepting task assignments 9 On the Relationships tab. You can also use the Overview console or the Incident Management console to view all tasks assigned to you. 3 Choose Alerts > Details. the task status is set to Pending. These relate to any Sequence order you might have specified in the Incident Request form. Incident Submitter. Accepting task assignments You receive notification of assigned tasks by way of BMC Remedy Alert. The task information form closes and returns you to the Incident Request form. The task management subsystem enforces the dependencies between tasks. search for and then relate configuration items that are needed with this task. When an incident is set to In Progress and a task is not assigned to a person or group. and so on. To access the Incident Management console. 11 Click Save on the Incident Request form. Later. it moves automatically to the Assigned status. all the tasks have a status of Staged. Tasks are identified by the TAS prefix. You accept a task by changing its status to Work in Progress. you can only change the status to Work in Progress manually. the status of a task must be Scheduled before you accept the task. email. When the incident is in Assigned status. However. for example. the information appears in BMC Remedy Alert. The task appears in a Task form in Modify mode. 10 When you finish creating the task.

Reassigning task sequence numbers When you relate tasks or task groups to an incident. 3 In the Tasks and Task Group table. If the task is still in the Scheduled state while you are working on it. 2 Click inside the Tasks and Task Groups table. they are considered peers. reassign the sequence in which tasks and task groups are performed. You can work on peer tasks in any order. You can also assign the same sequence number to more than one task or children tasks of a task group. Opening and viewing individual task records You can open and view the contents of individual task records. they are automatically sequenced in the order in which you related them to the incident. This is an important step. 5 Click Save. different escalations occur based on the task’s status. This sequence is strictly enforced inside the incident. select the task record you want to view. and then click View.BMC Remedy Service Desk: Incident Management 7. If two tasks or children tasks of a task group have the same sequence number.6. 4 If the Status Field of the incident is set to In Progress. manually set the Status field to Work in Progress. as described in “Opening the Task form” on page 100.00 ! To accept an assigned task 1 Open the Tasks form. NOTE To view the related incident request record. because the task then moves into Work in Progress status. In addition. 2 Select the task that you want to accept. an inaccurate escalation can occur. You can. as described in “Opening the Task form” on page 100. 104 User’s Guide . however. click Open next to the Request ID field on the Task form. This enables you to see detailed information about the individual records and to update them. ! To view task records 1 Open the Tasks form. A list of the tasks and task group appears in the table. 3 Click View.

select the task that you want to resequence. as described in “Opening the Task form” on page 100. 4 Click either the up arrow or the down arrow located to the right of the table. NOTE You might need to click inside the Children of Selected Task Group table to refresh its contents. 2 In the Tasks and Tasks Groups table. 3 Click either the up arrow or the down arrow located to the right of the table. ! To reassign sequence numbers to task group children 1 Open the Tasks form. This moves the selected task either higher or lower in the sequence. select the task group. 4 Click Close. Chapter 7 Creating and monitoring tasks 105 . 2 In the Tasks and Task Groups table. The tasks assigned to the task group appear in the Children of Selected Task Group table. This moves the selected task either higher or lower in the sequence. as described in “Opening the Task form” on page 100. Reassigning sequence numbers to task group children You can change the order in which the children of a group template task are sequenced.Reassigning task sequence numbers ! To reassign a sequence to task groups and tasks 1 Open the Tasks form. 3 In the Children of Selected Task Group table. select the task you want to reassign.

! To plan the time for tasks 1 Open the task record as described in “Opening and viewing individual task records” on page 104. you might ask the group coordinator to reassign the task in situations where you want to reassign the task to someone outside your group. you assign it. The task implementer for that task is notified of the task assignment. The new task implementer is notified of the request assignment. or you can ask your group coordinator to reassign the task. Planning task times You can plan the time for individual tasks. Updating task record details After a task record is created. To assign a task using the Best Practice view To reassign a task using the Classic view 1 Open the task record as described in “Opening and viewing individual task records” on page 104. choose the group or person to you want to reassign the task to. Until the new implementer accepts the task assignment.00 Assigning and reassigning tasks After creating a task or adding a task template to an incident request record. 2 Click the Dates tab. 3 From the Assignee or Assignee Group lists. 106 User’s Guide . select the person or support group to work on the task as the task implementer. you are still assigned to the task and have responsibility for it. To do this. You can create the time segments that are required to complete individual tasks.6. you can change the details that appear on the record. Make sure the Notify Assignee field is set to Yes. 4 Save and close the form. you can reassign the task. For example.BMC Remedy Service Desk: Incident Management 7. In the Assignee or Assignee Group fields. If you cannot resolve one of your assigned tasks. 1 Open the task record as described in 2 3 4 5 “Opening and viewing individual task records” on page 104. Save the changes and close the form. Click the Assignment tab. open the task record as described in “Opening and viewing individual task records” on page 104 and then update the details as needed. The Dates tab in the Task form includes fields where you can enter scheduling information. You can assign tasks to individuals or to a support group. Click Save. 2 Select the Assignment tab.

Enter work into the effort log—You can create an effort log entry. Manually enter in the time—You can enter a time into the Time Spent field directly. 2 Click the Assignment tab. Analyze Time Segments 4 In the Time Segment Action field. Use this feature between the time the task status is in Implementation In Progress and Closed.Tracking the time spent working on tasks 3 In the Dates/Time region of the form. You can track the time spent working on a task in different ways: ! Use the start and stop clock buttons—The time is automatically calculated based on when you click the start and stop clock buttons. The current date and current time are displayed in the read-only Start Time field. ! ! ! To use the start and the stop buttons to track the time spent working on a task 1 Open the task record as described in “Opening and viewing individual task records” on page 104. select the following options: ! ! ! ! ! ! Create Business Event Time Segment Modify Business Event Time Segment Create Categorizational Time Segment Modify Categorizational Time Segment Create/Modify CI Time Segment 5 Save and close the form. 3 Click the Start Clock button. provide dates for the Scheduled Start Date and Scheduled End Date fields. Chapter 7 Creating and monitoring tasks 107 . Tracking the time spent working on tasks You can track the time spent working on a task at any time after it is created.

Each successive time. The time spent is also added to the value in the read-only Total Time Spent field. 4 Click Save. A message reports the number of minutes spent working on the task.BMC Remedy Service Desk: Incident Management 7. 3 Enter a number of hours or minutes manually in the editable Time Spent fields. 7 Click Save. The Task Effort Log window appears. An entry is added to the effort log. you can enter time spent in hours and minutes and additional details. 3 Click Effort Log. the new time is added to the value already in the Total Time Spent field. The time you entered is automatically added to the value already in the Total Time Hours and Minutes fields. 2 Click the Assignment tab. ! To manually track the time spent working on a task 1 Open the task record as described in “Opening and viewing individual task records” on page 104. 2 Click the Assignment tab. You must repeat steps 1 and 2 first if you closed the task after saving it in step 4. You can use the start and stop clock buttons as many times as is required. 5 Click Add to Effort Log. 5 When you finish working on the task and want to stop tracking the time. For example. 6 Close the task effort log to return to the task. You can view the entry or delete it as needed. click Stop Clock.00 4 Click Save. ! To use the Task Effort log to track the time spent working on a task 1 Open the task record as described in “Opening and viewing individual task records” on page 104.6. 108 User’s Guide . 6 Save and close the form. 4 Enter information into the effort log.

! To add work information to a task 1 Open the task record as described in “Opening and viewing individual task records” on page 104. and Notes fields. Chapter 7 Creating and monitoring tasks 109 . select the source of this information. 4 From the Source list. system assignment. refresh the work information entry of the Assigned Task table to display all the entries. 3 If needed.Adding work information to a task Adding work information to a task Work information is a note about any work you performed while completing or trying to complete the task. click Report. 13 When you return to the Incident Request form. email messages. select Yes or No to lock the log. Summary. 12 Close the Task form when you finish with it. right-click in the attachment table and select Add from the menu that appears. You filter out specific work entries in the Show field. 10 To see a report of the activities you performed against this task. save your changes. The Save operation adds your entry to the task’s work history. External—Everyone with access to the system can see the entry. Information sources can include. 11 To display all current entries for work information history. 9 When you finish updating. for example. You can add work information to each task included in the incident. or the web. click View. 2 Click the Work Info tab. 7 From the Locked list. modify the work information type. 5 Enter the details of your work information record in the Date. The work information for each task appears in the Work Info of Selected Task table on the Task form. based on the type of activity that appears in the table. 6 To add attachments to the record. 8 Select the view access: ! ! Internal—Only users within your organization can see the entry.

5 Make an entry in the Work Info History field. you are ready to close it. and canceling incident requests with open tasks” on page 111. 4 Click Cancel. 5 The status of the task is automatically set to Closed. For information about canceling an incident with open tasks. 110 User’s Guide . 2 Click the Assignment tab. select the task you want to cancel. Closing tasks When you have completed a task. see “Resolving. closing. 4 Click the Work Info tab.00 Canceling tasks You can cancel tasks by accessing them through the Incident Request form. all the tasks associated with the canceled incident are also canceled. In the Tasks and Task Groups table. it sets the status of the task to Closed and the closure code to Canceled. NOTE If you cancel an incident with open tasks. you might not be able to resolve the incident until you close the task. select the task you want to cancel. ! To close a task 1 Open the task record as described in “Opening and viewing individual task records” on page 104. The status of the task is automatically set to Closed.6. To cancel tasks using the Best Practice view 1 Open the incident request record. This action does not delete the task. 3 Update the time you spent on the task. IMPORTANT Depending on how your system is configured. Click Cancel. click Tasks. Save the incident request record. 2 From the Links section of the Navigation 3 4 5 6 To cancel tasks using the Classic view 1 Open the incident request record. 6 Save the incident request record. 2 Click the Tasks tab. 3 In the Tasks and Task Groups table. pane. You can create an entry in the effort log as needed.BMC Remedy Service Desk: Incident Management 7.

depending how your environment is configured. Warning message No message If you receive a warning message when closing an incident that has an open task. Canceling an incident with open tasks If you cancel an incident that has an open task associated with it. you can still close the incident successfully.” which follows. you might receive either an error message or a warning message. Error message If you receive an error message when closing an incident that has open tasks. depending on how your installation is configured. If you receive no message when closing an incident with an open task. if you resolve or close an incident request with open tasks. you have the option of updating related CIs that might be affected by this modification. see “Canceling an incident with open tasks. it is also possible to receive no message. It also describes what happens when you receive a warning message or when you receive no message. and canceling incident requests with open tasks You resolve and close incident requests with open tasks the same way that you close other types of incident requests. Chapter 7 Creating and monitoring tasks 111 . It is possible to close an incident that has an open task and receive no message. However. Resolving. This is the default configuration.Resolving. and canceling incident requests with open tasks 6 At the top of the Task form. closing. set the Status field to Closed. The closure codes are: ! ! ! Success Failed Canceled 8 Click Save. When a task is set to a status of Closed and certain conditions apply. the task remains open. For information about what happens if you cancel an incident request. Depending on your configuration. The following section describes what to do if you receive an error message. the open task is also canceled. The task remains open. the error condition stops all workflow processing and prevents the incident from being closed. 7 Select a status reason to describe how the task was closed. you must close all the open tasks before you can close the incident. closing. however. When the Incident Resolution with Open Tasks rule is configured to generate an error message.

6.BMC Remedy Service Desk: Incident Management 7.00 112 User’s Guide .

The following topics are provided: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Using the KPI flashboards (page 114) Using the Service Desk ROI flashboard (page 119) Viewing your profile (page 125) Creating a problem from an incident (page 125) Setting application preferences (page 126) Searching for records (page 127) Working with records (page 130) Using the decision tree (page 131) Using scripts (page 131) Recording CI unavailability (page 132) Working with relationships (page 133) Creating reminders (page 138) Broadcasting messages (page 139) Paging and sending email messages (page 143) Working with reports (page 146) Updating assignment availability (page 152) Chapter 8 Supplemental BMC Remedy Incident Management features 113 .Chapter 8 Supplemental BMC Remedy Incident Management features This section contains descriptions of supplemental features that you might also use if you work with the Overview console or the Incident Management console.

“A vital and measurable result to track the efficiency. Typically. The most recent historical data displayed in the graph is collected from the previous month.00 (or later) applications. see “Viewing and displaying data” on page 118. effectiveness. the displayed real time data is collected from the first day of the current month to today’s date. TIP The SMPM defines a key performance indicator as. In most cases. If you are running a mixed environment. that is. For example.00 Using the KPI flashboards The KPI flashboards graph incident management business processes against the incident management key performance indicators (KPIs). you can also view the incident management KPI definitions there. and predictability of a process.BMC Remedy Service Desk: Incident Management 7. If you have BMC Service Management Process Model (SMPM) installed. if you are running some BMC Remedy ITSM applications at version level 7. of BMC Remedy Incident Management might not have historical data available. Each KPI flashboard contains graphs that present the following types of information: ! Relevant historical data—Use this graph for trending purposes. 114 User’s Guide . you can view all of the incident request records that are reported by the Incident Backlog KPI flashboard.6. or upgrades.01 (or earlier).6.6. ! Current. Historical data goes back to a maximum of one year.00 (and later) of the BMC Remedy ITSM applications. which are described in “BMC Remedy Incident Management KPIs” on page 115.5. For information about how to do this. or real time data—Use this graph to see what is happening with the business process now. new or recent installations. You can also view the individual incident request records that are reported by the real time flashboard graph. you see flashboards with only the version 7. NOTE Historical data only appears in a graph when that historical data exists in the database.” The KPI flashboard component collects the data according to the selected customer company. NOTE KPI flashboards are available only for version 7.

or Canceled. and describes the information they provide. In most cases. Closed. Chapter 8 Supplemental BMC Remedy Incident Management features 115 . This graph displays: ! ! The number of incident requests that were both registered and resolved at the service desk without assistance from another group The total number of incident requests registered by service desk analysts KPI flashboard variables KPI flashboards use variables to fetch the data that is used to create the flashboard graphs for the selected company. Table 8-1: BMC Remedy Incident Management KPIs KPI name Incidents Resolved Description of graph content This graph displays: ! ! The number of closed incident requests with the Service Type field set to Service Restoration and that were resolved without escalations The total number of closed incidents The number of times that an incident request was reopened because its solution was not accepted The total number of resolved incident requests Rejected Solutions This graph displays: ! ! Incident Backlog Service Desk Resolutions This graph displays the number of incident requests that do not yet have their Status field set to Resolved. This helps you to understand the effects of hiding or displaying a specific variable. For information about how to hide or display one or more of the active variables. see “Hide or display active variables” on page 119 . Table 8-2 on page 116 lists the KPI graph types and the active variable names. you can control what data appears in the graph.Using the KPI flashboards BMC Remedy Incident Management KPIs Table 8-1 lists and describes the incident management key performance indicators.

or Cancelled status for the past year. Real Time You cannot select active variables for this graph. Variable name Data displayed by the variable HPD:INC:KPI_Incident_ ResolvedHistory Real Time HPD:INC:KPI_Incident_Resolved_Real HPD:INC:KPI_Incident_ Resolved_Real_V1 Rejected Solutions Historical HPD:INC:KPI_Rejected_SolnHistory HPD:INC:KPI_Rejected_SolnHistory_V1 Real Time HPD:INC:KPI_Rejected_Soln HPD:INC:KPI_Rejected_Soln_V1 Incident Backlog Historical HPD:INC:KPI_BacklogHistory Hiding this variable prevents the graph from displaying any information. 116 User’s Guide .6. Displays all of the escalated closed incidents for the User Service Restoration service type. This real time graph does not use active variables. This data is shown in the blue portion of the graph. Displays the number of resolved incidents for the current reporting period. Closed. Displays the number of rejected solutions for the current reporting period. This data is shown in the blue portion of the graph. This data is shown in the yellow portion of the graph. This data is shown in the blue portion of the graph. Displays the number of resolved incidents for the past year. or Cancelled status for the current reporting period. Displays the number of rejected solutions for the past year. This data is shown in the blue portion of the graph. This data is shown in the yellow portion of the graph. Displays the number of non-escalated incident requests that were closed in the past year.BMC Remedy Service Desk: Incident Management 7. This data is shown in the yellow portion of the graph.00 Table 8-2: KPI flashboards variables Graph type Incidents Resolved Historical HPD:INC:KPI_Incident_ ResolvedHistory_V1 Displays the number of escalated incident requests that were closed in the past year. Note: This graph uses only one variable. It displays the number of incident requests that do not have Resolved. Closed. Displays all of the closed incidents for the User Service Restoration service type that were closed without breaching the target date. Displays the number of incident requests that do not yet have Resolved.

click the KPIs tab. This data is shown in the blue portion of the graph. This data is shown in the yellow portion of the graph. KPIflashboardLink is the link to the specific KPI flashboard that you want to see. This data is shown in the blue portion of the graph. Displays the number of incident requests that were created and resolved by the service desk during the past year. This data is shown in the yellow portion of the graph. select the customer company for which you want to view KPI flashboards. NOTE Your access level determines the companies that you see in the Company list.Using the KPI flashboards Table 8-2: KPI flashboards variables (continued) Graph type Historical Variable name HPD:INC:KPI_ServiceDeskHistory_v1 Data displayed by the variable Displays the number of incident requests that were created by the service desk during the past year. TIP Click the triangle beside the Process KPI text to open and close this area of the Navigation pane. choose Process KPIs > KPIflashboardLink. 2 From the Company list at the top. 3 From the Navigation pane. Displays the number of incident requests that were created by the service desk during the reporting period. Displays the number of incident requests that were created and resolved by the service desk during the reporting period. Chapter 8 Supplemental BMC Remedy Incident Management features 117 . Service Desk Resolutions HPD:INC:KPI_ServiceDeskHistory Real Time HPD:INC:KPI_ServiceDesk_V1 HPD:INC:KPI_ServiceDesk Opening the KPI flashboards Use this procedure to open the KPI flashboards. ! To open the KPI flashboards 1 At the top left corner of the BMC Remedy Incident Management console.

Zoom a graph corner of the graph to expand the Use the zoom feature to enlarge a section of the graph.6.” which appears later in this table. Change the graph titles You can customize the title text that appears on the graphs to suit your organization’s needs. However. For example. 3 Click Apply when you finish updating the text. you can change the titles of the X and Y axis. select the records that are reported by the Incident Backlog KPI flashboard. you can select to display the KPI data in a line graph. then follow the onscreen instructions. a 2 Click the double-arrow button. and bar graph.BMC Remedy Service Desk: Incident Management 7. NOTE Not all of the KPI flashboards support all of these procedures. You can also bottom control panel. record you want to view. be then select the graph style you want. The legend provides bottom control panel. That is. 2 Change the label text appropriately to your organization’s needs. and so on. Hide or display the graph legend corner of the graph to expand the The default setting is to show the graph legend. 118 User’s Guide . check box to either hide or display the legend. an area chart. Change the graph style corner of the graph to expand the There are many different graph styles from which you can choose. a stacked bar graph. Use this procedure. aware that some data is best represented in a particular format and that changing the format might affect the way in which the data is interpreted. Closed. This function is not available on the historical data graph. use full screen mode to enlarge the entire graph as described by 2 Click the magnifying glass icon. Table 8-3: KPI flashboard actions and procedures Action Procedure View specific records used to create the real time KPI flashboard data 1 Click anywhere inside the real-time graph. and “View a graph in full screen mode. For example. Not all graphs have a 2 Deselect or select the Show Legend legend. or Canceled for the reporting period. to view all of the incident request 2 In the search results list. bottom control panel.00 Viewing and displaying data Controls on the open flashboard help you view and display the data. you can see all of the records that do not yet have their Status field set to Resolved. click the Open Options Panel icon. The actions that you can perform and the procedures that you use to perform them are described in Table 8-3. information about how to interpret the graph. Not all graphs support all graph styles. for example. 1 In the upper right corner 1 Click the arrow in the lower left 1 Click the arrow in the lower left 1 Click the arrow in the lower left of the graph.

press ESC to restore regular display mode. Not all graphs have active variables that you can turn on or off. of the graph. if the relative difference between the numbers reported in each graph is large enough. The information displayed in these graphs helps you to determine the return on investment (ROI) that your organization achieves from the BMC Remedy Incident Management implementation. Chapter 8 Supplemental BMC Remedy Incident Management features 119 . Using the Service Desk ROI flashboard The Service Desk ROI flashboards provide a platform from which you can compare the baseline incident request call-handling and the baseline CI outage costs that were incurred prior to implementing BMC Remedy Incident Management with the actual costs realized after the installation. The ROI data is collected by the ROI flashboard component according to: ! ! ! The customer company that you select in the ROI console The date range that you specify in the ROI console A set of parameters that are configured by someone with ROI Admin permissions. For more information about those flashboards.Using the Service Desk ROI flashboard Table 8-3: KPI flashboard actions and procedures (continued) Action Hide or display active variables See “KPI flashboard variables” on page 115 and “ROI Active variables” on page 123 for descriptions of the active variables. Procedure 1 In the upper right corner of the graph. 2 When you finish viewing the graph in full-screen mode. However. 2 Select or clear the active variables that you want to display or hide. Not all graphs display in full screen-mode. In some cases. a number representing the value of the smaller graph is always visible. NOTE NOTE To view the ROI console you must have ROI Viewer or ROI Admin permissions. This information is displayed in graphs on the Cost of Incident Handling flashboard. Note: This procedure can also be used on ROI flashboards. Additional ROI flashboards are available on the ROI console that provide similar information for other BMC Remedy ITSM applications. click the Full Screen icon. see the BMC Remedy Change Management User’s Guide. 1 In the upper right corner View a graph in full screen mode You can display the selected graph across the entire screen for better visibility. click the Open Options Panel icon. the smaller graph might not appear on the flashboard.

00 of BMC Remedy Change Management and version 7. choose Service Desk > FlashBoardName. choose ROI Console. Effort Estimate. 2009 as the Start Date. if you are running version 7. if you enter May 21st. For example.6. For information about what the configured parameters mean.BMC Remedy Service Desk: Incident Management 7. Although you can enter a date range that includes a day of the month. NOTE ROI flashboards are available only for version 7. For example. select the following parameters: ! ! ! Company—The client company for which you want to make the comparison. If you are running a mixed environment.00 (or later) application flashboards listed on the ROI console. the day of the month is ignored and only the month and the year are considered. and July 10th.6. For descriptions of what the configured parameters mean.00 For information about configuring the ROI flashboard parameters. 2009 as the End date. see the BMC Remedy IT Service Management Configuration Guide . 2009 as and end date. ! To open the ROI flashboards 1 In the Navigation pane of the Overview console. Baseline Effort. Start Date—The start date of the period for which the graph is created. 120 User’s Guide . and Cost fields are configured parameters and are completed automatically by the application. NOTE Your access level controls the companies that you see in the Company list.01 of BMC Remedy Incident Management.5. the system uses May 1st. 2009 as the start date and July 31st. see “Configured parameters.00 of the BMC Remedy ITSM applications and later. see “Configured parameters” on page 121. For the purposes of the system calculations. 2 From the Navigation pane. click the ROI Console link.6. you see only the BMC Remedy Change Management flashboards on the ROI console.6. you also see links to those ROI flashboards in the Navigation pane. and the End Date is always assumed to be the last day of the selected month and year. you see only the version 7. Start Date is always assumed to be the first day of the selected month and year. 3 From the lists at the top of the ROI console.” which follows. 4 In the ROI Navigation pane. End Date—The end date of the period for which the graph is created. The Effort Input. NOTE If other BMC Remedy ITSM applications are installed.

or Calculate Cumulative Effort. Table 8-4 lists and describes the configured parameters for the Cost of Incident Handling. Specify Effort Estimate Your organization selects this Effort Input value if it wants to specify an estimate that is different from the one specified in the Baseline Effort field.Using the Service Desk ROI flashboard Configured parameters This section helps you understand the ROI parameters that are configured from the Application Administration console by someone with ROI Admin permissions. if that parameter is configured. Chapter 8 Supplemental BMC Remedy Incident Management features 121 . ! Calculate Cumulative Effort ! Effort Input Your organization selects this value if it wants the flashboard to calculate the Effort Input value by totaling the effort of all people who recorded work against any given incident request that was closed during the reporting period selected by the user. The estimated average number of hours required to handle an incident request. ! Use Baseline Effort Your organization selects this Effort Input value if it wants the flashboard to use the same value as that specified in the Baseline Effort field to determine effort input. expressed in hours. Note: Calculate Cumulative Effort is used only if your organization is tracking effort in the BMC Remedy Incident Management application. This parameter represents he estimated number of hours to complete an incident request. used by your organization for creating projections. Effort Estimate (in hours) Baseline Effort The actual value of the Specify Effort Estimate parameter. the ROI Administrator can select from: Specify Effort Estimate. Use Baseline Effort. For Effort Input. Table 8-4: Cost of Incident Handling parameter descriptions Parameter Cost Description The estimated per-hour cost of incident handling used by your organization for creating projections.

The actions that you can perform and the procedures that you use to perform them are the same as those described for the KPI flashboards in Table 8-3 on page 118. When you select Specify Estimated Outage (in minutes). in minutes. Estimated Outage (in minutes) The estimated amount of time. 122 User’s Guide . expressed in minutes. This is determined from examining the closed incident request records that also have related CI Unavailability records. For example. used by your organization for creating projections. the system calculates the duration of the unavailability and then adds that amount of unavailability to the running unavailability total for the specified date range. lost to outages on a monthly basis. The estimated amount of time lost to CI outages per month. The default setting for this parameter is 10. which follows. the Estimated Outage (in minutes) field appears below the Outage Input field. If your organization estimates that CI outages costs 50 euros per minute. then enter 50. if your organization estimates that CI outages costs 95 dollars per minute. For more information about the Estimated Outage (in minutes) field.BMC Remedy Service Desk: Incident Management 7. For Outage Input.00 Table 8-5 lists and describes the configured parameters for the Cost of Outages flashboards. Viewing and displaying data The Cost of Incident Handling flashboard controls help you view and display the data. select Global. see the explanation of that field. If they apply to all companies. This is the default selection for Outages Input. then enter 95. ! Cost (per minute) Monthly Outages (in minutes) Outage Input Calculate Cumulative Outage Your organization selects this Outage Input value if it wants the system to use the total amount of time lost to CI outages (in minutes) for the specified date range. The default setting for this parameter is 10. The default value is 100. and so on. Table 8-5: Cost of Outages parameter descriptions Parameter Company Description The customer company to which the rest of the parameters described in this section apply. For each CI Unavailability record. used by your organization for creating projections. The estimated cost of outages used by your organization for creating projections.6. ! Specify Estimated Outage Your organization selects this Outage Input value if it wants the system to use the number specified in the Estimated Outage (in minutes) field to calculate the actual outage cost. the ROI Administrator can select from: Calculate Cumulative Outage and Specify Estimated Outage.

Using the Service Desk ROI flashboard ROI Active variables The ROI flashboards use active variables to fetch the data that is used to create the graphs. Table 8-6 through Table 8-10 on page 121 through page 124 list and describe the ROI active variables. For information about the ROI Administrator-configured parameters. NOTE The active variable used to determine the actual cost of incident handling and the actual cost of outages depends on which value is selected for the Effort Input parameter (for incident handling) and Outage Input parameter (for outages) by the ROI administrator. see “Configured parameters” on page 121. Chapter 8 Supplemental BMC Remedy Incident Management features 123 . The following tables list and describe the Cost of Incident Handling and the Cost of Outages active variable names and the meaning of the information they provide. For information about how to control the flashboards appearance by hiding or displaying active variables. see “Hide or display active variables” on page 119 .

6.(Outage Input=Specify Estimated Outages) Active variable name ROI:CIUnavailability_Baseline Meaning Displays the projected cost.00 Table 8-6: Cost of Incident Handling active variables (Effort Input = Specify Effort Estimate) Active variable name ROI:Costofcallhandling_Baseline ROI:Costofcallhandling_Actual Meaning Baseline costs Actual costs Table 8-7: Cost of Incident Handling active variables (Effort Input = Use Projected Effort) Active variable name ROI:Costofcallhandling_Baseline ROI:Costofcallhandling_Usingprojected effort Meaning Baseline costs Actual costs Table 8-8: Cost of Incident Handling active variables (Effort Input = Calculate Cumulative Effort) Active variable name ROI:Costofcallhandling_Baseline ROI:Costofcallhandling_Usingcumulative effort Meaning Baseline costs Actual costs Table 8-9: Cost of Outages .BMC Remedy Service Desk: Incident Management 7.(Outage Input=Cumulative Resolution) Active variable name ROI:CIUnavailability_Baseline Meaning Displays the projected cost. The values for the cost are selected from the configuration form. ROI:CIUnavailability_INC Table 8-10: Cost of Outages . The values are selected from Incident form and the configurations to arrive at the Actual Cost. The values are selected from configuration forms directly for calculation. The values for the cost are selected from the configuration form. ROI:CIUnavailability_Estimated 124 User’s Guide . Displays the Actual cost . Displays the Actual cost.

business. you can: ! Update company information such as organization. The Problem form appears. click Save. see the BMC Remedy IT Service Management Configuration Guide. select Create Other Requests > Create Problem. ! To modify your profile 1 From the Incident Management console Navigation pane.Viewing your profile Viewing your profile You can view and modify your personal profile. 2 From the Navigation pane. as described in the BMC Remedy Service Desk: Problem Management User’s Guide. you can create a problem investigation from an incident request. choose Functions > My Profile. or click the tab corresponding to the area in which you want to change the profile information. Creating a problem from an incident If you fulfill the Problem Coordinator role. and home address. update the information at the top of the form. ! To create a problem investigation from an incident request 1 Open the incident request record. In this form. 3 Make your changes by selecting from the various lists that are available. 4 When you finish making the changes. 3 Complete the Problem form. The details are copied from the incident request to the Problem form and a relationship is created between the problem investigation and the incident request. View permissions. and so on. ! For detailed information about the People form. 4 Click Save. When you click My Profile. 2 On the People form. Chapter 8 Supplemental BMC Remedy Incident Management features 125 . the People (Search) form appears.

The default console view. select Incident Management Console. such as production and training data sets. For example. or work that are not yet assigned to an individual. Select the company that you want to appear in the Company field of the Incident Management console by default. choose Functions > Application Preferences.6. with the search criteria. You can choose to display all work. Data Set Name When multiple data sets exist. ! ! ! Determine which console appears by default when you open BMC Remedy ! To set your preferences 1 From the Navigation pane of the Incident Management console. Set defaults for the consoles. 2 Update the form as appropriate.00 Setting application preferences You can set preferences to: ! Automatically use decision trees.BMC Remedy Service Desk: Incident Management 7. Selected Groups—Prompts you to select any support groups to which you belong. Incident Management. Table 8-11 describes the settings available on the form. select the appropriate data set. Select the console that you want to appear as your home page when you log into the BMC Remedy Action Request System (BMC Remedy AR System) server. All My Groups—Displays work assigned to all your support groups. You can temporarily change this setting from the Navigation pane of the console. 126 User’s Guide . Table 8-11: Application preference settings Setting Preferences for Default Home Page Description This is a read-only field that identifies the user. Determine the action that occurs after you save an Incident Request form. controls which problem investigations appear in the Assigned Work area. if you want the Incident Management console to appear. whenever you record a new incident. The following list shows you the available selections: ! ! Company Console View ! Personal—Displays work assigned to you. if available.

search all of the records using the Search Incident form. Financials. Tab Views Note: These preferences apply only when you are using the Classic view. You can choose whether to show the Vendor.Searching for records Table 8-11: Application preference settings (continued) Setting Form Description ! ! After New Save—This setting controls the action after you click Save on the Incident Request form. Overview console 3 Click Save. The following list shows the available selections: ! No Action—Leaves the Incident Request form open and it is ready for you to record a new incident. Chapter 8 Supplemental BMC Remedy Incident Management features 127 . see “Using the decision tree” on page 131. The original window is ready for you to record a new incident. You can choose whether to show incidents or incident tasks on the Overview console. or create and save your own custom searches using advanced qualifications. The predefined search looks only through records that are in some way associated with you through your login ID or group ID (for example. you can run a series of predefined searches. For more information about decision trees. records assigned to you or to your support group. you are prompted by the decision tree when you record a new incident. Searching for records You can search for incident request records from the Incident Management console. Enable Auto-Decision Tree—If you select Yes from this list and a decision tree is set up. ! Reopen in Current—Opens the current incident in modify mode in the current window. To do this. and so on). or Date System panels. You run this type of search from the Defined Searches area of the Navigation pane. ! Reopen in New—Opens the current incident in modify mode in a new window. you can use a predefined search to locate all open incident requests with a priority of Critical. For example. Running Defined Searches The Defined Searches area of the Navigation pane contains a series of predefined searches that you can use to look for incident request records.

the Defined Searches node. Creating a custom search You can define and save a custom search. NOTE The My Searches node only appears after a custom search is defined.00 NOTE You can view the support groups you belong to by clicking the My Profile link in the Navigation pane. In the preceding example. then opening the Support Groups tab. see “Viewing your profile” on page 125. ! To create a custom search 1 In the Defined Searches section of the Navigation pane. ! To run a Defined Search 1 Ensure the Company and View By fields in the Incident Console area are pointing to the appropriate company and support group. click Manage My Searches. and then define the search qualification. For more information about this link. 2 From the Defined Searches area of the Navigation pane. unassigned incident requests. type a name for the search. click the Refresh button. it appears in the My Searches node of the Defined Searches list. select All Open Unassigned > All Priorities.BMC Remedy Service Desk: Incident Management 7.6. 3 Click Build Search Qualification to open the Advanced Qualification Builder dialog box. you click All Priorities. TIP If the contents of the Incident table does not update after you run the search. to see all open. 128 User’s Guide . 4 Click the search name to run the search. After you save the custom search. 2 In the Search Name field. click the plus sign to open 3 Open the search category that corresponds to the search you want to run and then For example. select a specific search.

select the keywords or record fields on which you want to search. 3 Perform one of the actions described in the following table.Searching for records 4 From the Keywords or Fields selection boxes. or any time you search all incidents. The date shown in this sample query is only an example. 6 Close the Manage My Searches dialog box. and so on). 2 Click Close. Searching all records The following procedure describes how to search all incidents. 5 Click Select to close the Advanced Qualification Builder. Use this type of search when you are looking for an incident that is not associated with your ID or your group’s ID. Chapter 8 Supplemental BMC Remedy Incident Management features 129 . 2 From the list of searches. =. and then click Save. 3 Click Close. under the My Searches node. depending on how your system is configured. select the search you are modifying or deleting. The search appears in the Defined Searches list. >. 2 Click Save. ! To edit or delete the custom search 1 Open the Manage My Searches dialog box as described in the preceding procedure. To insert operators (+. NOTE The My Searches node appears only when a custom search is defined. To delete the search 1 Click Delete. if Allen Allbrook is performing an incident request review and he needs to search for incident requests that meet the following criteria: ! ! ! Impact => 2-Significant/Large or 1-Extensive/Widespread Service = Payroll Service the Last Resolved Date >= 07/19/2008 then his query would look like this: (‘Impact’ = “2-Significant/Large” OR ‘Impact’ = ”1-Extensive/Widespread”) AND ‘Service’ = “Payroll Service” AND ‘Last Resolved Date’ >= “07/19/2008” NOTE Date formats can vary. click the appropriate operator button. To modify the search 1 Edit the search as required. Do not forget to place literal values between double quotation marks. <. For example.

enter as much information into the form as you can. you can still search using the customer’s name by opening the Additional Search tab and using the First Name or Last Name fields. NOTE If the Customer field is configured to search on an attribute other than First Name or Last Name. then go to step 3. 3 When you finish entering your search criteria.00 ! To search all records 1 From the Incident Management console Navigation pane. Working with records This section discusses some of the common functions related to record handling. A form appears that you can use to perform the search. 3 Click the Print icon on the menu bar at the top of the dialog box. ! To print a record 1 Open the incident request record.6. 4 Scroll through the table to find the specific record you want. 5 Close the Business Objects dialog box.BMC Remedy Service Desk: Incident Management 7. 4 When the print confirmation dialog box appears. When the search finishes. click Search. The form is laid out in a similar way to the Incident Request form. click the Print icon to send the record to your local printer. 130 User’s Guide . Printing records You can print a copy of a record to keep for filing purposes or to share with someone who does not have access to BMC Remedy Incident Management. The Business Objects Report Preview dialog box appears. enabling you to view the record before you print it. 2 Click Print at the bottom of the form to open the Business Objects Report Preview dialog box. 2 Use the tabs and fields to build your search condition. 5 When you find the record. To reduce the number of records found by the search. the search results table lists all the records that match the search criteria. Use this procedure to print a record. select it to display it in Modify mode. choose Functions > Search Incident.

you can modify or update the information it contains. Based on your answers. Your final selection completes part of the incident. see “Setting application preferences” on page 126. Using the decision tree A decision tree takes you step-by-step through a questionnaire. ! To modify a record 1 Open the incident request record. Use the following procedure to modify a record. For information about configuring decision trees. The following list describes the types of scripts: ! Initiator scripts—Select an initiator script when you record an incident after you indicate the user. Using scripts Scripts are detailed instructions that have been set up at your company to help you record important information about an incident request.Using the decision tree Modifying records After you generate a record. 4 Click Save. or link in the Navigation pane that contains or takes you to the information you want to update. You have access only to scripts that have been set up for your support group. see the BMC Remedy IT Service Management Configuration Guide. tab. a networking group might have specific questions for you to ask the user when you assign the incident. The assignment scripts correspond to the group to which you are assigning the incident. Assignment scripts—Select an assignment script when you assign or reassign an incident after you indicate the assignee. These questions can assist you in resolving or assigning the incident. Each element in the decision tree displays a list of items. For example. You can set up your preferences to use available decision trees whenever you start a new incident. Scripts might include a list of questions to ask the user. the decision tree completes part of the form for a new incident request record. ! Chapter 8 Supplemental BMC Remedy Incident Management features 131 . Decision trees are built by a manager or administrator at your company. For information about setting up your application preferences. 3 Make the appropriate changes. 2 Click the field.

3 From the Request Type list. 2 Record the user’s information in the 2 Ensure the user’s name is recorded in the Customer field. NOTE Relate with Unavailability is available only when you are searching for CIs to relate to an incident. select 3 From the Navigation pane. You can record CI unavailability due to an unexpected circumstance from the incident. open an console.00 This table describes how to open a script. 7 In the Unavailability Type list.6. and then click Search. incident request record or click create. select Configuration Item. as appropriate. select Advanced Advanced Functions > Initiator Functions > Assignment Script. relationship type. 8 Select the actual start date of the unavailability. 3 From the Navigation pane. ! To record CI unavailability 1 Open the incident request record.BMC Remedy Service Desk: Incident Management 7. Recording CI unavailability CI unavailability is the actual down-time of a CI. 132 User’s Guide . Script. 2 Click the Relationships tab. and whether it is full or partial unavailability. select whether the unavailability is scheduled or unscheduled. Customer field. 11 Close the CI Relationship Search dialog box. Using an Initiator script 1 On the Incident Management Using an Assignment script 1 On the Incident Management console. 9 Complete additional fields of the form. 5 In the Relationship Type field of the CI Relationships Search dialog box. 4 Click inside the CIs table to refresh the contents and then select the CI record against which you want to record the unavailability. click create. 10 Click Save. NOTE You can record CI unavailability only if BMC Remedy Asset Management is installed. select the 6 Click Relate with Unavailability.

TIP Try to supply as much information as possible in the search dialog box to reduce the overall number of records returned by the search. select the request type with which you want to create the relationship. 4 Click Search. 5 In the dialog box that appears. 6 From the search results table that appears. and then click Search. select the type of record to you want to relate the current record to. ! To define a relationship 1 Open the incident request record. you can create a sophisticated overview of the connections and interdependencies among the current record and additional service issues being tracked by BMC Remedy Incident Management. 2 Click the Relationships tab. An incident can be related to any of the following record types: ! ! ! ! ! Configuration item Another incident Solution database entry Known error Problem investigation If you have BMC Remedy Asset Management and BMC Remedy Change Management.Working with relationships Working with relationships By defining and maintaining relationships among records. 3 From the Request Type list. an incident can also be related to the following record types: ! ! ! CI unavailability Release Infrastructure change Defining relationships Use the following procedure to define a relationship. NOTE The content of the dialog box depends on the type of record you chose in the Request Type list. complete the search criteria tabs with the relevant information. Chapter 8 Supplemental BMC Remedy Incident Management features 133 .

5 From the table of related records. 3 From the Relationships table. you can chose to relate the other record’s related records to the current incident request record. The Copy Related Relationships dialog box appears. 9 Click OK to dismiss the dialog box.00 7 From the Relationship Type list at the bottom of the search dialog box. the button reads Relate. 2 Click the Relationships tab. NOTE You cannot use this procedure to copy related CIs. there are two relate buttons: Relate With Solution and Relate Without Solution. CI B already has a relationship with Incident Request Record C. the other record might already have one or more records related to it. Copying relationships When you define a relationship between the current incident request record and another record. use the procedure that follows. and so on. To more thoroughly document all the record relationships. you discover the relationship between CI B and Incident Request Record C and subsequently decide to make a relationship between Incident Request Record A and Incident Request Record C. select the record with the other relationships that you want to copy. To view the other record’s other relationships and relate them to the current incident request record. Unknown to you. 4 From the Quick Actions list. This dialog box contains a table of all other records related to the record you selected in step 3. For example: you are creating a relationship between Incident Request Record A and CI B. However. the dialog box.BMC Remedy Service Desk: Incident Management 7. If you are creating a relationship with a known error. select the other record that you want to relate to the current record. ! To copy relationships 1 Open the incident request record.6. For example. select the type of relationship you want to create. by using the procedure described in this section. select Get Related Relationships. 134 User’s Guide . 8 Create the relationship by clicking the appropriate relate button at the bottom of NOTE The specific text on the relate button depends on the type of relationship you are creating. then click Execute. if you are creating a relationship with another incident request record.

A form appears with detailed information about the selected record. click Close. and so on. choose Advanced Functions > Impacted Areas. then click View. NOTE 4 Click Add. 8 Click OK to dismiss the note that confirms the relationship creation. NOTE You can add as many impacted areas as necessary. The newly created relationship appears in the Relationships table. 2 In the Navigation pane. Required fields are marked with an asterisk. 3 From the Impacted Areas dialog box. select it. Indicating impacted areas The Impacted Areas dialog box gives you a place to show the region. select items from the various lists that help describe the impacted area appropriate for the incident you are working on. Use this feature to help you determine whether you want to relate the other record to the current record. NOTE The contents of the Relationship Type list depends on the type of record you are trying to create the relationship with. 5 When you finish indicating the impacted areas. ! To indicate an impacted area 1 Open the incident request record. for example.Working with relationships NOTE To see the details of the other record. Use the following procedure to indicate the impacted areas. Company. 7 Select the type of relationship you want to create. Chapter 8 Supplemental BMC Remedy Incident Management features 135 . and then click Select. that are affected by the content of the record. 9 Close the Copy Related Relationships form. Region. and so on. You can also delete areas that you have previously chosen in this dialog box. 6 Click inside the Relationship Type field. location. site.

Prompts you to modify the relationship type. Use the following procedure to modify the relationship.00 Modifying relationships After you define a relationship. 4 From the Quick Actions list. Performing quick actions on a relationship You can perform many other actions on a relationship. 136 User’s Guide . 2 Click the Relationships tab. ! To perform a quick action 1 Open the incident request record. 3 From the Relationships table.6. you change the relationship type and then update the relationship description. 3 From the Relationships table. 5 Enter the new relationship details according to the onscreen instructions. select the relationship entry for which you want to perform the action. select the relationship you want to modify. 2 Click the Relationships tab. as described in “Modifying relationships” on page 136. and then click Execute. 4 From the Quick Actions list. Table 8-12 lists available quick actions for any related item. see Table 8-12 and Table 8-13. 6 Click Save to save your changes. ! To modify a relationship 1 Open the incident request record. such as Get Impacted Areas. select Modify Relationship Type. Table 8-12: Effects of general relationship actions Relationship action Get Related Relationships Modify Relationship Type Effect Copies the relationships of the selected record to the current incident’s relationships. For a list of these actions. select the action you want to perform.BMC Remedy Service Desk: Incident Management 7.

prompts you to select impacted areas. If Asset Management is installed.Working with relationships More quick actions are available when you select a related configuration item. If Asset Management is installed. 3 In the Relationships table. ! To remove a relationship 1 Open the incident request record. Copies the impact and urgency of the selected CI. 5 Click Execute. BMC Remedy Incident Management refreshes the Relationships list. as defined in the selected CI. Copies the product categorization from the selected CI to the resolution of the current incident. 4 Click Remove. Table 8-13: Effects of relationship actions for related CIs Relationship action BMC Atrium Explorer Create New CI Unavailability Get CI Impact/Urgency Get CI Product Categorization Get CI Resolution Product Cat. 5 Click Yes when BMC Remedy Incident Management prompts you to confirm the removal. you can create CI unavailability for the selected CI. Chapter 8 Supplemental BMC Remedy Incident Management features 137 . as indicated in Table 8-13. Copies the product categorization from the selected CI to the classification of the current incident. into the current incident’s impacted areas. select the relationship you want to remove. 2 Click the Relationships tab. Get Impacted Areas Effect Opens a graphical relationship viewer that shows a selected CI’s relationship with other records. Removing relationships Use the following procedure to remove a relationship.

NOTE If you are creating the reminder from the main console. You can send the reminders by email or by BMC Remedy Alert. This includes the reminders that were created by other users of BMC Remedy Incident Management. You can create and view reminders from either the Incident Management console or from within a specific incident request record. from which you can specify which of the matching names you want to receive the reminder. skip the next step. and can specify when they are sent. The Request-ID field links the reminder to the open record. another dialog box appears. 4 From the Notify list. or a support group. select. Where you create or view a reminder determines which reminders you see. BMC Remedy Incident Management automatically fills in the BMC Remedy AR System Login field. send the reminder. the reminder is general in nature. You can create generic reminders. the reminder is specific to the open record. NOTE If you create a reminder from the Incident Management console. 2 Click the Create Reminder tab.6. The Request-ID and Form fields are filled in automatically by BMC Remedy Incident Management. select either Individual or Group. ! To create a reminder 1 From the Navigation pane either on the Incident Management console or with the incident request record open. type the name of the person or group to whom you want to If you type a person’s name and press ENTER. 138 User’s Guide .BMC Remedy Service Desk: Incident Management 7. 3 To remove the link between the reminder you are creating and the open record. are sending the reminder to a single person. Incident Request form—You can view all reminders associated with that incident. choose Functions > Reminders. as described in the following list: ! ! Incident Management console—You can view all reminders that you created. For example. then delete the contents of the Link to Request-ID field.00 Creating reminders Use reminders to create notes for yourself and others. or you can create reminders that are associated with a specific request. If BMC Remedy Incident Management discovers multiple matches with the name that you entered. depending on whether you 5 In the Recipient field. you can send yourself a note about a specific incident to remind yourself to check on it. If you open a record and create a reminder.

m. 10 Click Close to close the Reminders dialog box. planned work. plus one hour (that is. Broadcasting messages With this feature you can send messages to your entire organization. click the ellipsis button next to the field.. and to external customers. enter the date and time that you want BMC Remedy Incident Management to send the reminder. selected groups within the organization. it is related to the incident request record currently open. click the Browse button next to the field. The information in this field appears in the subject line if the reminder is sent by email. For information about having this functional role added to your system ID. A larger text entry box appears. if it is 3:00 p. You can type the information directly into the field. When you create a broadcast message from the Incident Management console. 9 Click Save. Chapter 8 Supplemental BMC Remedy Incident Management features 139 .). 7 In the Subject field. ! To create a broadcast message 1 Open the New/Modify Broadcasts form.Broadcasting messages 6 In the Time field. and so on. the Time field reads 4:00 p. Creating broadcast messages To create a broadcast. either see the BMC Remedy IT Service Management Configuration Guide or contact your system administrator. The reminder is sent at the time you specified. A larger text entry box appears. By default. How you do this depends on where you are when creating the broadcast message. If you need more space to type the entry. NOTE When you create a broadcast message from the Incident Request form. You can send messages about work in progress. enter information about the reminder. type the reminder message text. the Time field contains the current date and the current time. 8 In the Message field. system status. You can also view messages that were broadcast to you from other groups in your organization. or you can click the button next to the field and select the date and time from the calendar that appears. you must have the functional role of Broadcast Submitter. If you need more space to type the entry.m. it is not related to any specific incident request record.

Incident Request form—Perform one of the following actions. If you broadcast from an incident. ! When using the Best Practice view From the Navigation pane. select Functions > Broadcast Incident. Organization. are informational fields that allow you to specify the physical location. Broadcast Start Date To start the broadcast now. only Company is mandatory. select Public. Only users with access to this company can see the broadcast.BMC Remedy Service Desk: Incident Management 7.6. to which the broadcast applies. View Access Select Internal if you want the broadcast enabled only for members of your organization. The text of your message. If you also want the broadcast enabled from the Requester console. if there are unviewed broadcast messages) and then click Create. These fields otherwise do not restrict who can see the broadcast. and so on. 2 Enter information in the required fields. the broadcast is sent to everyone. Broadcast This field is filled in by the system. If you create a broadcast from the main console. To select a date from the calendar. The other Location fields: Region. click the Date Browse button next to the field. When using the Classic view From the Navigation pane. 140 User’s Guide . the field appears dimmed. Subject Broadcast Message Broadcast Type A short description of what the broadcast is about. If you select Global from the Company list. All people assigned to the specified company will see the broadcast. Broadcast Originated From This field is completed by the system. this is set to Incident. click inside the Broadcast Start Date and Broadcast End field. Site Group. The contents depend on where you are creating the broadcast. Select a broadcast type from the list. but only when you create a Originated From ID broadcast from within a record. and Department. Note: Of the various Location fields. Site. You can also specify times of the day using the Time feature at the bottom of the calendar. and press ENTER. Table 8-14: Required fields Field Company Explanation Select the company to which this broadcast pertains. then use the calendar that appears to select the date on which the broadcast is to start and the date on which you want it to end. select Quick Actions > Broadcast Incident.00 ! Incident Management console—Click the View Broadcast link (or New Broadcast link.

The notification is sent at the time and on the date specified in the Broadcast Start Date field. You must complete all of the fields: Support Company. The Authoring Group dialog box appears. Click Open to attach the indicated file. and Support Group. For information about how to do this. and High. perform the following steps: a Click the Authoring Groups tab. and then click Send Email Now. The choices are Low. If you select Yes. Use this to indicate the file you want to attach. You can indicate another group. right-click inside the table and choose Add from the menu that appears. You are limited to one attachment for each broadcast. Medium.Broadcasting messages Table 8-14: Required fields (continued) Field Notify Explanation If you want a broadcast notification automatically sent to an individual or group. The Add Attachment dialog box appears. Support Organization. b Click Manage Authoring Groups. 4 To allow members of another group to modify the message. the Manual Email l button and the Notify Support area appear. Priority Select a priority level for the broadcast. 5 Click Save to save the broadcast message and close the dialog box. Click Add when you finish. see “Viewing and modifying broadcast messages” on page 142. enter the recipient’s email address in the Internet email field. or click Close to dismiss the dialog box. When the Email System form appears. Use the Notify Support area to indicate the group you want to notify of the broadcast. Chapter 8 Supplemental BMC Remedy Incident Management features 141 . you can also create new broadcast messages. 3 To add an attachment to the broadcast message. c Indicate the group that you want to have authoring rights by selecting from the menus. select Yes. NOTE The support group that you belong to appears in the table by default. TIP When viewing a broadcast message. Use the Manual Email button to manually send an email about the broadcast to a person or group.

a CI (configuration item). if there are unviewed broadcast messages) and then click View. and under some circumstances (when viewing the message from the current record) relate the broadcast message to the current record. select Quick Links > View Broadcast. For example. To do this. create a new broadcast message. Incident Request form—Perform one of the following actions.BMC Remedy Service Desk: Incident Management 7. then select Sort > Broadcast_Type > Ascending. you can sort the contents of the table using the table column headers. and the broadcast was created originally from either: a problem investigation. you can create a new incident request from the broadcast.00 Viewing and modifying broadcast messages While viewing broadcasts. When viewing a broadcast from either the Incident Management console or the Incident Request form. you can modify the message (if you belong to an authorized authoring group). If you do this. right-click inside the Broadcast View table. a CI unavailability. not just ones related to the current record. BMC Remedy Incident Management asks whether you want to relate the new incident request to the originating record. TIP When viewing broadcast messages from the Incident Request form. Broadcast link. How you do this depends on where you are when viewing the broadcast message. If the View Broadcast table contains many messages. to sort the broadcasts alphabetically by broadcast title from A to Z. 142 User’s Guide . ! Incident Management console—Click the View Broadcast link (or New Broadcast link. ! To view or modify a broadcast message 1 Open the View Broadcasts form. right-click inside the Broadcast View table and then select Sort > Broadcast > Ascending. right-click inside the table and then select Sort > Column Header Name > Ascending/Descending. double-click the message you want to view. if there are unviewed broadcast messages) and then click View. When using the Classic view ! When using the Best Practice view Click the View Broadcast link (or New From the Navigation pane. in the Best Practice view. 2 Inside the View Broadcasts table. you see all the broadcasts. or another incident request. In the Classic view.6.

4 Change the fields as necessary. NOTE BMC Remedy Incident Management can send notification messages to individuals. Chapter 8 Supplemental BMC Remedy Incident Management features 143 . If a large number of messages appear in the Broadcast table of the current record. Select Quick Actions (Quick Links in Classic view) > View Broadcast.Paging and sending email messages 3 To modify the broadcast message. 2 On the View Broadcast window. click the Broadcast Search Criteria tab. Limiting the number of messages NOTE This section applies only when using the Classic view. TIP When viewing broadcast messages. and then click Search. you can create a new broadcast message by clicking Create and then following the steps described in “Creating broadcast messages” on page 139. The search results appear in the View Broadcasts table at the top of the search form. based on incident assignments and other events. you can reduce the number of messages that appear by opening the Broadcast Search Criteria tab and defining a set of criteria that filters out messages that do not match. see the BMC Remedy IT Service Management Configuration Guide. To send information about configuring notification as pager messages or email messages. click Modify. 5 Click Save. as pages or emails. Paging and sending email messages BMC Remedy Incident Management gives you different methods of sending messages to either individuals or organizations: ! ! Pages Email This section describes how to send both types of messages. 3 Complete the fields on the search form according to your search parameters. ! To limit the number of messages 1 From the Navigation pane of an open incident request record.

Page By On-Call Group—To page the on-call member of a specified group. 2 In the Navigation pane.6. When the People form appears. This opens the People form. when possible. and then click Send Page Now. 3 Select either: ! ! Page By Person—To page an individual. This link is configured by your administrator. ! To page a person or an on-call group member 1 Open the incident request record. NOTE If you are sending a page to a person (instead of an on-call group) and need help determining the correct person. choose Functions > Paging System. you can find this information by selecting the person’s name from the search results list. click the Notifications tab and look for the following field: Pager Service Provider. See the Manual Pager Number description in this list. ! Pager Type—BMC Remedy Incident Management fills in this field automatically.00 Paging a person or on-call group You can page individuals or the on-call member of a group about the current record using the Paging System feature. 5 Complete the fields in the Paging Information area. If the pager number is recorded. 4 Select the recipient. you can see more information about the individual by selecting their name from the list. Pager Number—BMC Remedy Incident Management automatically fills in this field with the pager’s telephone number. and then click Search. If you are sending a page to a person. which contains detailed information about the recipient. as described in the BMC Remedy IT Service Management Configuration Guide. b Click the recipient’s name in the search results table. click the button with the globe icon beside the field to open a link that takes you to the service provider’s website. you must enter the pager number manually. and then clicking View. and then click Select. NOTE To learn more about the service provider. To select the recipient a Complete the fields in the Search Criteria area. as follows. ! Pager Service Provider—Select the recipient’s pager service provider from the list. and then clicking View (as described in step 4). ! 144 User’s Guide . using information already recorded about the receipt.BMC Remedy Service Desk: Incident Management 7.

click Select Current Assignee. you can see more information about an individual by selecting their name from the list. if you can send email to the device. Alphanumeric Pager Message or Numeric Pager Message—Type your message in this field. c When the search finishes. b Click Search. and then clicking View. the contact’s name with contact information appears in the table and is the default recipient. type it here.Paging and sending email messages ! Pager Email—If the pager has an email address. 2 In the Navigation pane. perform the following steps: a Complete the fields in the People Search Criteria area. type the pager’s telephone number here. This opens the People form. choose Functions > Email System. which contains detailed information about the recipient. You can use this function to send email to any valid email address. depending on the type of pager the recipient carries. as described previously. select the recipient’s name in the search results table. The current assignee’s name with contact information appears in the table. Be aware that only one of these fields is enabled. Current Assignee—To select the current assignee. Chapter 8 Supplemental BMC Remedy Incident Management features 145 . this information is available on the Notifications tab. Manual Pager Number—If the pager’s telephone number is not available automatically from the paging system. ! To send an email message 1 Open the incident request record. This might include an SMS recipient or a wireless PDA user. If you need help determining the correct name in the list. ! ! Sending email You can send messages about the current record using the Email System. If you are sending the page to a person. ! 4 To select another recipient. 3 Indicate the recipient by selecting one of the following options: ! Current Contact—If BMC Remedy Incident Management assigned a current contact to the record when you open the Email System form.

146 User’s Guide . ! Email Subject Line—By default.BMC Remedy Service Desk: Incident Management 7. When you select the email recipient. In addition. there is no guarantee that BMC Customer Support can solve problems that result from these modifications. Details of the attached file appear in the table. it means the corresponding field in the record contains no information. You use the Report console to generate these reports. IMPORTANT If you use Crystal Reports software to modify the prepared reports supplied with BMC Remedy Incident Management. For information about using qualifications. right-click inside the Email Attachment table. BMC Customer Support can provide only limited assistance if you have a reporting problem. The standard reports included with BMC Remedy Incident Management are designed to be used without change. 6 Click Send Email Now. Click Open. and then click Add. ! Internet Email—This displays the recipient’s email address. See the list that follows for a description of the fields.6. The Add Attachment dialog box appears. you can also automatically insert text from the record into the message text. To do this.00 5 Complete the email information fields. Browse to and select the file that you want to attach. If the predefined reports return more information than you need. the subject line contains the incident ID number. the Internet email address updates from the people record. as described in steps 3 and 4. Email Message Body—You type the message text here. you can insert the following values: ! ! ! ! ! Status Summary Details Resolution NOTE If one or more of these buttons are dimmed. to which you can append text or overtype. see “Generating a report using qualifications” on page 149. By using the series of buttons to the right of the Email Message Body field. Working with reports BMC Remedy Incident Management provides a variety of predefined reports to give you quick access to information. ! Email Attachment—You can attach a file to the email message (BMC Remedy Incident Management limits you to one attachment). you can manage the scope of the report using qualifications.

Lists all open incidents and the amount of time since the reported date.Working with reports WARNING If your database does not support the Not Equal To argument in the "!=" format. Some of these categories also contain sub-categories. The Incident selection on the Report Name list is organized by categories. For information about generating reports with qualifications. Table 8-15: Report names and descriptions Report name Configuration Items with Open Incidents Incident Information > Aging Incidents By Activity Time Incident Information > All Incidents High Volume Incident by Company Displays a pie chart of all incidents based on the Chart company. This report is intended for use with multitenancy. Check with your system administrator to determine whether your database supports this form of the Not Equal To argument. Description Lists configuration items that have open incidents on them. Displays a pie chart of all incidents based on the user. Asset > Configuration Items with Open Incidents Chapter 8 Supplemental BMC Remedy Incident Management features 147 . choose Functions > Reports. High Volume Incident by Departments Chart High Volume Incident Requester Chart Displays a pie chart of all incidents based on the department. Reports that have additional qualifications that filter out Group By fields (for example. Table 8-15 contains a list of the available reports. select Incident from the Report Name list. ‘Department’ != "Engineering") also filter out the specified conditions and records that have Group By fields set to Unspecified or Null. ! To generate a report 1 From the Navigation pane in the Incident Management console. 2 On the Report console. Generating a standard report Use this procedure to generate a standard report without using qualifications. The table also provides a brief description of each report and shows you where to find it. 3 Select the report you want to run from the Incident report categories or sub- categories. the content of your reports can be affected. see “Generating a report using qualifications” on page 149.

a summary of the incident request and the reported date. Provides a count of all incidents by month. Reports all open incidents that are assigned to the ID from which the report is run. Provides a count of all resolved incidents based on product categorization.00 Table 8-15: Report names and descriptions (continued) Report name Incident Details Incident Details by Date Range Description Lists details of all incidents. Displays a vertical bar graph illustrating all cases based on status. Provides a count of all incidents by week. Details include Summary and work information. and the breakdown by assignee. Displays a history of the groups assigned to each incident request. Incident Information > Assignment Log Data Incident Information > Open Incidents Incident Volume By Priority and Status Charts My Open Incidents Open Incident Counts by Product Categorization Open Incidents . Incident Volume By Product Categorization Chart Monthly Incident Volumes Weekly Incident Volume Chart Incident Activity by Assignee Incident Information > Assignee Charts Open Incident Volume by Assignee Displays a bar chart illustrating the number of open incidents for each assignee. Included is the type of CI. Displays a pie chart illustrating all resolved cases based on company. Resolved and Closed Incident Volume by Assignee Group Assignment to Incidents Displays a bar chart of the number of resolved and closed incidents for each assignee. This report is for multi-tenancy clients. Displays a bar graph illustrating all incidents based on Tier 1 product categorization. Incident Information > Related Configuration Items Incidents with Related Configuration Items Returns a list of incident requests that have a related CI. Displays a bar graph illustrating all open incidents based on Tier 1 product categorization. Details include Summary and work information.Current / by Date Provides a list of all open. Displays all resolved incidents that are assigned to the ID under which the report is run.6. Provides a count of all incidents based on product categorization. Lists details of all incidents based on a specified date range. Incident Information > Resolved Incidents My Resolved Incidents Resolved Incident Counts by Product Categorization Resolved Incident Volume by Company Charts 148 User’s Guide . current incidents or a list Range of incidents based on a particular date range.BMC Remedy Service Desk: Incident Management 7.

Working with reports Table 8-15: Report names and descriptions (continued) Report name Resolved Incident Volume By Department Charts Resolved Incident Volume By Priority and Status Charts Resolved Incident Volume By Product Categorization Chart Resolved Incident Volume By Product Categorization Graph Relationship Information > Change Change Induced Incidents Lists incidents that were caused by changes. Generating a report using qualifications You can manage the scope of a report by adding qualifications to the criteria that are used by the report engine to generate the report content. Displays pie charts illustrating all resolved and closed cases. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. keywords. ! 7 Click Run Report. Printer—The report is sent to the printer you specified in the Print Setup dialog box. 6 From the Destination list. 5 Select a start date and end date for the report. Displays a bar graph illustrating all resolved incidents based on Tier 1 product categorization. you can rerun the qualified report without having to respecify the qualifications. You can tell the report to search only certain specified fields for particular values. Chapter 8 Supplemental BMC Remedy Incident Management features 149 . and operators. Change Management is installed. The following procedure describes how to create basic report qualifications from the Define Report Qualification area of the Report console. the date range field appears. and the other based on priority of all resolved cases. Note: This report is available only if BMC Remedy Description Displays a pie chart illustrating all resolved cases based on a department. By saving the qualifications. To create a report using advanced qualifications. see “To generate a report using advanced qualifications” on page 150. 4 If you select a report that requires a date range. Displays a pie chart illustrating all resolved incidents based on Tier 1 product categorization. File—The report is saved to the path and file you specify. one based on status. or build advanced qualifications using field names.

and click OK.6. 3 In the Define Report Qualification area. For example. click Save Qualification. 6 Click OK. File—Saves the report to the path and file you specify.BMC Remedy Service Desk: Incident Management 7. 3 Click Advanced Qualification. create your qualifications from the lists. See “To generate a report using a saved qualification” on page 151. then type “001” in the right column. 2 From the Report Name list of the Report console. select the name of the report you want to generate. select the name of the report you want to generate. choose Functions > Reports. select “=” from the operand list (middle column). ! To generate a report using advanced qualifications 1 From the Navigation pane in the Incident Management console. to create the qualification “Cost Center = 001” select “Cost Center” from the list in the left column. enter a name for your qualification. 5 Click Save. choose Functions > Reports. you can construct your qualification. 4 By using the buttons in the qualification builder. Printer—The report is sent to the printer you specified in the Print Setup dialog box. NOTE By saving the qualification.00 ! To generate a report using qualifications 1 From the Navigation pane in the Incident Management console. 2 From the Report Name list. 150 User’s Guide . 4 To save the qualification. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. 7 From the Destination list of the Report Console. The Advanced Qualification Search Builder dialog box appears. 5 In the Qualification Name field. ! 8 Click Run Report. you can rerun this report without defining the qualification again. You are prompted to name the qualification. You can use all of the rows in the area to define qualifications.

3 Click Select Saved Qualification. Printer—Sends the report to the printer that you specified in the Print Setup dialog box. destinations: ! ! 5 From the Destination list of the Report console. ! To generate a report using a saved qualification 1 From the Navigation pane in the Incident Management console. choose Functions > Reports. select one of the following output Screen—Your report appears in a separate dialog box. select one of the following output destinations: ! ! Screen—Your report appears in a separate dialog box. 6 From the Destination list of the Report console. ! 7 Click Run Report. File—Saves the report to the path and file you specify. 2 Select a report name from the Report Name field of the Report console. ! 6 Click Run Report. 4 Select the qualification from the Saved Qualifications dialog box table. and click Return Selected. Printer—Sends the report to the printer you specified in the Print Setup dialog box.Working with reports NOTE By saving the qualification. you can rerun this report without defining the qualification again. File—Saves the report to the path and file you specify. See “To generate a report using a saved qualification” on page 151. Chapter 8 Supplemental BMC Remedy Incident Management features 151 .

NOTE If you have management level permissions. ! To update assignment availability 1 From the Navigation pane. you are available. choose the status you want.6. 3 Click Save. 152 User’s Guide . You can quickly update your status using the My Profile function.BMC Remedy Service Desk: Incident Management 7. you can also update the status of the people in the support group that you manage. choose Functions > My Profile. If your status is Yes. If your status is No. you are not available. 2 From the Assignment Availability menu.00 Updating assignment availability Your assignment availability status indicates whether you are available to accept work assignments.

as described in BMC Remedy Asset Management User’s Guide. logical. Some CI types are virtual. and so on. This functionality is available even if your environment does not run BMC Remedy Asset Management. To record information against CIs. Service CIs can include customer support. In this context. storage. you have access to additional functionality. you can check the printer’s CI to see whether the printer is down. the CI must be recorded in the BMC Atrium Configuration Management Database (BMC Atrium CMDB). while others are physical. if a user calls in with a printing problem. If you have BMC Remedy Asset Management. For example. The Service CI type is an example of a virtual CI.Chapter 9 Managing configuration items A configuration item (CI) is a physical. If you do not have BMC Remedy Asset Management. or conceptual entity that is part of your IT environment and has configurable attributes. then BMC Remedy Incident Management provides limited ability to manage CIs and inventory. You can use the information in CIs to diagnose user incident requests and to determine if a change to a CI or the IT infrastructure must be made. web farms. such as CI unavailability. a service can be provided from one business or organization within a business to another. or to relate an incident request to a CI. The following topics are provided: ! ! NOTE Creating a CI (page 154) Inventory management (page 158) Chapter 9 Managing configuration items 153 . employee provisioning. Other CI types are physical and include hardware and software.

type the CI name in the CI Name field. The company that owns the service. Use this file to categorize the business service through multiple tiers. There are many different types of CIs that you can create. 4 Complete the optional fields that appear on the form in a way that is appropriate for the service you are creating. select Logical Entity > Business Service and then click Create. Table 9-1: Optional fields when creating a Service CI Field name CI ID Company Impact. when relating the incident request to a company. Urgency. you must have Asset Admin permission. This hierarchy is used to drive assignment routing. The number of users who use this service. According to IT Infrastructure Library (ITIL) guidelines. such as NETWORK100. 1 From the Navigation pane of the console.00 Creating a CI To create a CI. 2 From the CI Type list . “Payroll” or “Network. and then relate your support group to the CI.6. choose Functions > Manage CIs. If you have Asset User permission and you are modifying a CI. This is necessary to make sure the service CI appears in the Service field menu on the Classification tab. identifiers should be short but meaningful. BMC recommends that you follow a consistent naming convention. Indicates whether the service currently is supported. 154 User’s Guide .BMC Remedy Service Desk: Incident Management 7. ! To create a Service CI NOTE Step 1 to step 5 creates the service CI. 3 On the Business System form. A place to record any additional information about the service. your administrator must open the appropriate CI. and Priority Supported System Role Additional Information Users Affected Product Categorization Description A customer specified identifier. While the general procedure for creating each CI type is similar. only the specific fields on the CI form change depending on the CI type. Used to determine service levels when assigning support.” The name can be followed by a numeric code. When creating a CI name. Step 6 to step 14 relates the service CI to a company. A description of the role the service fulfills in the organization. For example. You can use this to augment the CI Name. This section provides several examples of how to create CIs.

Description The location of the support group that supports the service. if necessary. and then continue with step 6. The date on which the service became active. NOTE If you are relating the service to the entire company. 8 From the Company list in the Organization Search window. ! 10 From the Choose a Relationship Level list. the Service CI form might be redisplayed in a Modify window. 7 From the Type list in the CI Person Type. NOTE Depending on how your application is configured. then search for and open the CI record as described in “To search for CIs from the console” on page 160. Outage tab. The People tab referred to in the following procedure does not appear on the Business Service form until you create and save the CI. For example. select People Organization and then click OK. Chapter 9 Managing configuration items 155 . the service is related to the specified department within the specified organization. then skip step 9. If you specified department in the preceding step. the service is related to the specified organization within the specified company. If the People tab does not appear after you click Save. ! Organization—If you choose Organization. then select Department.Creating a CI Table 9-1: Optional fields when creating a Service CI (continued) Field name Location Lifecycle 5 Click Save. The Relationships tab. Department—If you choose Department. 9 If you are relating the service either to an organization within the company or to a department within the organization. 6 Open the People tab and click Add. and Impact tab also appear after you save the new CI. select the organization and. select the company to which you are relating the service and then click Search. select how much of the company will be related to this service. then select Company. if you are relating the service to the entire company. and so on. after you click Save to create a Service CI. the department from the Organization and Department lists.

select Used By and click OK. 6 Select the company to which this CI belongs. The CI is down for maintenance. select System > Computer System. According to ITIL guidelines. 156 User’s Guide . BMC recommends that you follow a consistent naming convention. When creating a CI name. 3 Click Create. Table 9-2: Computer system CI status options Status Ordered Received Being Assembled Deployed In Repair Down End of Life Transferred Delete In Inventory On Loan Disposed Description The CI was ordered from the supplier. You can select one of the following options. the name can include an indicator of the CI’s function (such as “Workstation” or “Monitor”) followed by a numeric code. such as MONITOR100.00 11 Click Select.BMC Remedy Service Desk: Incident Management 7. The CI was received in shipping. The CI is down. For example. 14 Click Save and then click Close. type a name for the CI. The CI is on loan to another location. The CI was transferred to another place. you are prompted to select the inventory place. but not yet in maintenance. type a unique alphanumeric value for the CI. The default value is Deployed. 5 In the CI ID field. 8 Select a status from the Status list. choose Functions > Manage CIs. and for hardware they should not based on supplier device names. The CI is in inventory but not yet deployed. When you select this status. 12 From the Role list in the Asset Person Role window. 4 In the CI Name field of the Computer System form. The CI is being assembled. The CI is no longer being deployed. You must be a member of the APPManagement or APP-Administrator group to mark a CI for deletion. The CI is no longer available and was disposed of.6. 2 From the CI Type list of the CI Type dialog box. 13 Click OK to dismiss the confirmation note. The CI is marked for deletion. identifiers should be short but meaningful. ! To create a computer system CI 1 From the Navigation pane of the console. The CI was installed. select the roles this CI performs in your company’s topology. 7 From the Primary Capability and Capability lists.

The CI serial number. one record for a bulk quantity of the specific cable type. For example. select Bulk Inventory > Bulk Inventory. cables used to connect desktop computers to the network do not require individual records but rather. Serial Number Part Number System Role Status Reason 13 Click the General tab. 11 In the Users Affected field. 12 Complete the other fields in this area. Table 9-3: Field names and descriptions Field name Tag Number Description The CI tag number. This is the number usually placed on the product by a member of your IT department to track the CI. specify the number of people who use this CI or are affected if it goes down. 10 Select what impact or urgency this CI will have if it goes down. Chapter 9 Managing configuration items 157 . 19 Click Save.Creating a CI Table 9-2: Computer system CI status options (continued) Status Reserved Return to Vendor Description The CI was reserved and taken out of inventory. 2 From the CI Type list of the Manage CI Information dialog box. The role this CI plays in your company. The CI must be returned to the vendor as damaged or unwanted. 9 Specify whether the CI is supported by selecting Yes or No from the Supported list. The reason this CI has the status it does. 17 Click the Specifications tab. Instead. ! To create a bulk inventory CI NOTE Bulk inventory items are not tracked by an separate record for each item. and click Create. 18 Add more information about the CI. choose Functions > Manage CIs. The CI part number. 16 Enter the dates of the CI in the lifecycle area. 1 From the Navigation pane of the console. bulk items are tracked by quantities of an item type. 14 Categorize your CI using the lists and fields in the Product Categorization area. 15 Specify the place of the CI using the lists and fields in the Location area.

BMC Remedy Service Desk: Incident Management 7.6.00 3 In the Bulk Inventory form, complete the following required fields. Field name CI Name Tier 1, Tier 2, and Tier 3 Received Quantity 4 Click Save. Description Enter the name of the bulk inventory item, for example, Microsoft Windows XP. Categorize the item. Enter the number of items received.

! To create an inventory location CI
NOTE
You can use inventory location CIs to indicate where bulk inventory and other CIs are located.
1 From the Navigation pane of the console, choose Functions > Manage CIs. 2 From the Type list of the Manage CI Information dialog box, select System >

Inventory Location, and click Create.

3 In the CI Name field of the Inventory Location form, enter the location name. 4 Complete the optional fields. 5 Click Save.

Inventory management
You can use the Manage Inventory function to track bulk inventory items and other CIs that are available for deployment. Before you can track inventory, you must:
!

Create bulk inventory CIs, or other CIs to be tracked as inventory. For information about how to do this, see “To create a bulk inventory CI” on page 157 or “To create a computer system CI” on page 156. Create inventory location CIs. For information about how to do this, see “To create an inventory location CI” on page 158. For bulk inventory, specify the received quantity and the inventory locations. For information about how to do this, see “To place bulk CIs in inventory” on page 159. For non-bulk inventory CIs, set the inventory status to In Inventory, and select a location. For information about how to do this, see “To place non-bulk CIs in inventory” on page 160.

!

!

!

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User’s Guide

Inventory management

Placing bulk CIs in inventory
To place bulk CIs in inventory, you must specify the location or locations for them.

TIP
If you do not see a location, make sure that the CI has a CI type of inventory location, and not physical location. For information about creating inventory locations, see “To create an inventory location CI” on page 158.

! To place bulk CIs in inventory
1 Open a bulk CI, as described in “To search for CIs from the console” on page 160. 2 On the Inventory Location tab, click Add. 3 In the Search Inventory Locations dialog box, specify the search criteria and click

Search.

4 Select a location, and click Relate. 5 In the message about the relationship, click OK. 6 If the inventory is stored in multiple locations, for each location, repeat step 4 and

step 5.

7 Click Close.

On the Bulk Inventory form, the Inventory Location tab lists each of the related locations.
8 Click in the Quantity Per Location field for a location, and type the quantity in that

location.

9 Continue to enter the quantity for each location, until all the quantity in stock for

the bulk CI is accounted for.

10 Click Save.

After items are in inventory, you can use the Manage Inventory function to:
! ! !

view relocate reserve and use CIs and bulk inventory items

Chapter 9

Managing configuration items

159

BMC Remedy Service Desk: Incident Management 7.6.00

Placing non-bulk CIs in inventory
You can place non-bulk CIs that you want to manage in inventory by changing the status of the CI to In Inventory, and then designating a location for that CI.

! To place non-bulk CIs in inventory
1 Open a CI, as described in “To search for CIs from the console” on page 160. 2 From the Status list, select In Inventory. 3 Click OK in the confirmation message that appears. 4 In the Search Inventory Locations dialog box , from the Location list, select a

location, make sure other values are correct, and click Search.

5 Select a location and click Return.

Managing inventory tasks
This section describes how to perform inventory management tasks that you most commonly use. The following tasks are described:

! To search for CIs from the console
1 From the Functions area of the console Navigation pane, click the Manage CIs link. 2 From the CI Type list on the Manage CI Information window, select the type of CI

you are looking for and click Search.

3 On the form that appears, provide as much information about the CI you are

searching for as possible and click Search.

4 From the search results list at the top of the window, select the CI.

The details appear in the CI form below the search results.

! To view inventory locations
1 From the Navigation pane of console, choose Functions > Manage Inventory. 2 Enter your search criteria in the Manage Inventory dialog box, and click Search.

Results matching your search criteria appear in the table.
3 Select a CI or bulk inventory item from the table, and click View Location. 4 View the CIs in the inventory listed in the Inventory Location form. 5 Click Close.

! To relocate CIs
1 From the Navigation pane of the console, choose Functions > Manage Inventory. 2 Search for inventory in the current location using the Manage Inventory dialog

box.

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User’s Guide

! To reserve and use inventory 1 From the Navigation pane of console. and click Search in the Search Inventory Locations dialog box. select the CI or bulk inventory item you want to reserve and use. enter the number of CIs you want to relocate. 7 Click Relocate. 5 Click Reserve/Use Inventory. Chapter 9 Managing configuration items 161 . 6 In the Quantity field. 3 Click Search. and click Relocate CIs. 5 Select the location where you want to relocate your CI.Inventory management 3 Select the CI or bulk inventory item you want to relocate. specify search criteria. 4 Click in the Transaction Qty column and enter the number of assets or bulk inventory items you want to use. choose Functions > Manage Inventory. The number of CIs or bulk inventory items in the Qty in Stock column is reduced by the number reserved and used. 2 From the CI Type menu in the Manage Inventory dialog box. 4 For the location where you want to relocate the CI.

BMC Remedy Service Desk: Incident Management 7.6.00 162 User’s Guide .

behavior described 17. using 67 answers. described 19 Command Event Master permission 39 Contact field. setting 126–127 Assigned Work table. See solutions application preferences. best practice 154. 10 best practices CI naming conventions 154. 156 using CIs to diagnose user problems 153 BMC Remedy Alert notifications 103 BMC SLM calculations 94 status gauge 54 BMC Software.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Index A accelerators for process flows. recording 59. described 115 for ROIs. contacting 2 Index 163 . best practice 26 active variables for KPIs. reassigning 72 notification of from Remedy Alert 103 notification of. 19 CIs creating 154–158 naming conventions. task implementer 103 receiving notification of 76 working with 78–82 audience 9 automatic task. requester role 34 change requests adding predefined task groups 101 adding predefined tasks 101 relating predefined task groups 101 relating predefined tasks 101 change tasks accepting assignments 103. defined 101 broadcasts creating 139 limiting 143 viewing 142 C Calbro Services user data 20 calculations 94 canceling change tasks 110 categorizations. described 123 hiding and displaying 119 ad hoc requests 37 adding predefined task groups to change requests 101 predefined tasks to change requests 101 advanced search feature. 60 Change Management. about 46 assigning sequence numbers task 104 task group 104 assignments accepting 104 incidents. 156 non-bulk 160 problem diagnosis 153 recording unavailability 132 relocating 160 searching for 59– 61 status 156 Classic view. 104 assigning to task implementers 106 canceling 110 closing 110 creating 102 notification of assignments 103 predefined 101 scheduling 106 tracking time 107 CI Field. behavior described 17 copying relationships 134 B Best Practice icon 9.

described 79 Incident Request form views. described 16 incident requests creating problem investigations from 125 creating solution entries from 85 lifecycle of 25–26 matching 78 ownership. used when searching 130 customer profile.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z creating broadcasts 139 CIs 154–158 custom searches 128 incident records 58–60 known errors from incidents 125 reminders 138–139 service requests 37 solution entries from incidents 85 custom searches creating 128 editing 129 customer field. indicating 135 Incident Assignment Log. Task Effort 108 164 User’s Guide . 119 described 114 enlarging 118. Integration in SLM 54 documents available for BMC Remedy ITSM 10–12 duplicating incidents 68 E editing custom searches 129 email. using 131 defined searches described 127 using 127 defining relationships 133 Dialog. Best Practice and New 9 impacted areas. 119 opening the Flashboard console 117 view and display controls 118 viewing underlying records 118 F forms SLM. Integration Dialog 54 Task 102 Task Effort Log 108 G generating reports about 147 with qualifications 149 without qualifications 147 L lifecycle of an incident 25 limiting number of broadcast messages 143 logs. sending about CIs with 145–146 K Key Performance Indicator. about 62 reassigning 72 relating as duplicates 68 using decision trees 131 using templates 58 viewing related service targets 53 Integration Dialog in SLM 54 inventory managing 158–161 non-bulk CIs 160 reserving 161 viewing locations 160 IT Home Page. behavior described 17 customer name. adding and modifying 63 customer support 3 I icons Best Practice 10 New 10 icons. See KPI flashboards knowledge base articles creating 85 searching 67 known errors. creating 125 KPI flashboards active variables 115 changing the appearance of 118. to how open 15 D decision trees.

defined 104 permissions Command Event Master 39 Requester console 35 predefined task groups 101 tasks 101 printing. generating reports with 149 R recording CI unavailability 132 records modifying 131 printing 130 relating and unrelating 133 searching for 129 refreshing data 44 registered users 35 relating change tasks 102 predefined task groups to change requests 101 predefined tasks to change requests 101 relationships copying 134 defining 133 impacted areas 135 modifying 136 quick actions 136 relating and unrelating records 133 removing 137 relocating CIs 160 reminders. creating 138–139 removing relationships 137 reports about 146 generating 147. defined 37 non-bulk CIs. 60 product support 3 profile. 150. Command Event Master 39 user permissions. recording 59. about 43 ownership for incidents 62 P paging on-call groups 144–145 one person 144–145 peer task. records 130 process flow about 25 accelerators 26 Process Flow Status area 26 product categorization about 18 recording 59. defined 101 modifying profile 125 records 131 relationships 136 Q qualifications. 10 New Request Wizard.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z M manager role 23 managing inventory 158–161 manual task. Registered User 35 user permissions. best practice 41 reviewing an incident’s status 57 N New icon 9. 60 Overview console Assigned Work table 46 Overview console. Unknown User 35 requester role 24. 34 reserving inventory 161 resolving incident requests 78 responded date. 151 request masters Command Event Master permission 39 defined 35 Requester console functions 44 user permissions. 149. Request Master 35 user permissions. placing in inventory 160 notifications assignments 76 in BMC SLM 77 O operational categorization. used in SLM calculations 94 retrying events in order. viewing and modifying 125 Index 165 . setting 77 Response field.

defined 100 Task Effort log 108 Task form relating ad hoc tasks to change requests 102 task groups assigning sequence numbers 104 defined 100 predefined 101 task implementers accepting assignments 103 change tasks. selecting 47 support staff role. 60.A B C D E F G H I J K L M N O P Q R S T U V W X Y Z ROI flashboards access levels control companies 120 active variables 123 configured parameters described 121 described 119 opening 120 selecting parameters in console 120 view and display controls 122 roles manager 23 requester 24. explained 130 defined searches. about 22 support. See BMC SLM service requests See also Requester console ad hoc requests 37 creating 37 Service Request Wizard 37 states 38 service targets. defined 101 status gauge 54 reviewing an incident’s 57 viewing 54 166 User’s Guide U unknown users defined 35 multi-tenancy 36 users registered 35 request master 35 roles 14–23 unknown 35 . defined 101 Service field. closing 110 defined 100 receiving assignment notifications 103 tasks adding work information 109 assigning sequence numbers 104 predefined 101 working with 78 technical support 3 Template field. opening 59. 19 Service Level Management. viewing related incident requests 53 SLM Integration Dialog 54 SLM Integration Dialog 54 Solution database. behavior described 17. about 131 searching CI search form. using 127 for records 129 for similar incident requests 67 for solutions 78 inventory locations 160 knowledge base articles 67 sequence numbers adding to task groups 104 reassigning 104 reassigning for tasks 104 sequencing task. about 107 S scheduling change tasks 106 scripts. behavior described 17 templates predefined task 101 predefined task group 101 using 58 tracking task time automatically 107 task time in effort log 108 task time. creating entries 85 solutions creating solution database entries 85 searching for 78 standard task. customer 3 T task children. 61 customer name. 34 support staff 22 status values.

using to add information 109 Index 167 .A B C D E F G H I J K L M N O P Q R S T U V W X Y Z V viewing broadcasts 142 incident requests related to service targets 53 profile 125 views. See Incident Request form views W wizards Process Flow Status 26 Service Request 37 work information adding attachment 83 adding entries 82 attachments from BMC Service Request Management 83 changing view access 83 locking 83 modifying fields 83 tab.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 168 User’s Guide .

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