BMC Remedy Service Desk: Incident Management 7.6.

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User’s Guide

October 2010

BMC Remedy Service Desk: Incident Management 7.6.00

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Contents
Chapter 1 Introducing BMC Remedy Incident Management ............................................. 3 Getting started................................................................................................................. 3 Accessing the IT Home Page...................................................................................... 4 Incident Request form views .......................................................................................... 5 Classic view ................................................................................................................ 5 Process flow and the lifecycle of an incident request ..................................................... 6 User roles ........................................................................................................................ 7 Support staff roles ....................................................................................................... 7 Manager roles.............................................................................................................. 8 User role...................................................................................................................... 8 Mapping permission groups to SMPM roles .............................................................. 9 Chapter 2 Working with the Requester console ............................................................... 10 Requester role ............................................................................................................... 10 Requester console users ............................................................................................ 11 Working with service requests...................................................................................... 11 Defining a service request......................................................................................... 11 Service request state changes.................................................................................... 12 Performing additional service request functions....................................................... 12 Chapter 3 Working with the Overview console............................................................... 14 Functional areas ............................................................................................................ 14 Console list table........................................................................................................... 16 Company and View By filters................................................................................... 17 Selecting status values .................................................................................................. 17 To select status values............................................................................................... 17 Chapter 4 Registering and assigning incident requests as support staff .......................... 18 Functional areas of the console..................................................................................... 19 Registering incident requests ........................................................................................ 22 Reviewing the status of an incident request.............................................................. 22 Viewing incident request records.............................................................................. 23 Creating an Incident request record using a template............................................... 24 Creating an incident request record without a template............................................ 25 Adding or modifying a customer profile .................................................................. 26 First call resolution ................................................................................................... 27 Searching for similar incident requests..................................................................... 29 Relating incident requests as duplicates ................................................................... 29 Searching for incident request records using Company and View By ..................... 30 Restoring a resolved incident request record to In Progress status........................... 31 Assigning incident requests .......................................................................................... 31 Reassigning incident requests ................................................................................... 31 Chapter 5 Resolving and closing incident requests as support staff................................ 32 Resolving incident requests .......................................................................................... 32 Accepting an incident request................................................................................... 33 Receiving notification of assignments ...................................................................... 33

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Working with assignments........................................................................................ 34 Working with tasks ................................................................................................... 34 Searching for a solution ............................................................................................ 34 Recording time worked on an incident request......................................................... 35 Creating work information entries ............................................................................ 37 Modifying work information entries......................................................................... 38 Updating an incident request .................................................................................... 39 Creating a change request ......................................................................................... 39 Creating a solution database entry from an incident................................................. 39 Creating a knowledge base article from an incident................................................. 40 Closing incident requests .............................................................................................. 40 Completing an incident request ................................................................................ 41 Moving a resolved incident request back to In Progress .......................................... 42 Chapter 6 Working with incident requests as a manager.................................................. 44 Assigning incident requests as a group coordinator ..................................................... 44 Rejecting an incident................................................................................................. 45 Tracking incident requests ............................................................................................ 45 Overview of BMC SLM calculations ....................................................................... 46 Working with the Watch List.................................................................................... 47 Approving solutions...................................................................................................... 47 To approve or reject a solution ................................................................................. 48 Chapter 7 Creating and monitoring tasks.......................................................................... 50 Tasks overview ............................................................................................................. 50 Opening the Task form ............................................................................................. 51 When using the Classic view: .................................................................................. 51 Adding tasks using task templates ................................................................................ 51 To add a task using task templates............................................................................ 52 Creating ad hoc tasks .................................................................................................... 52 To create an ad hoc task............................................................................................ 52 Accepting task assignments .......................................................................................... 54 To accept an assigned task........................................................................................ 54 Opening and viewing individual task records............................................................... 54 To view task records ................................................................................................. 54 Reassigning task sequence numbers ............................................................................. 55 To reassign a sequence to task groups and tasks ...................................................... 55 Reassigning sequence numbers to task group children............................................. 55 Assigning and reassigning tasks ................................................................................... 56 Updating task record details.......................................................................................... 56 Planning task times ....................................................................................................... 56 To plan the time for tasks.......................................................................................... 56 Tracking the time spent working on tasks .................................................................... 57 To use the start and the stop buttons to track the time spent working on a task....... 57 To manually track the time spent working on a task ................................................ 57 To use the Task Effort log to track the time spent working on a task ...................... 58 Adding work information to a task ............................................................................... 58 To add work information to a task............................................................................ 58

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Canceling tasks ............................................................................................................. 59 To cancel tasks using the Classic view ..................................................................... 59 Closing tasks ................................................................................................................. 59 To close a task........................................................................................................... 59 Resolving, closing, and canceling incident requests with open tasks........................... 60 Canceling an incident with open tasks...................................................................... 60 Chapter 8 Supplemental BMC Remedy Incident Management features .......................... 61 Using the KPI flashboards ............................................................................................ 62 Opening the KPI flashboards .................................................................................... 63 To open the KPI flashboards..................................................................................... 63 Viewing your profile..................................................................................................... 64 To modify your profile.............................................................................................. 64 Creating a problem from an incident ............................................................................ 64 Setting application preferences ..................................................................................... 64 To set your preferences............................................................................................. 65 Searching for records .................................................................................................... 66 Running Defined Searches........................................................................................ 66 To run a Defined Search ........................................................................................... 66 Creating a custom search .......................................................................................... 67 Searching all records................................................................................................. 68 Working with records ................................................................................................... 68 Printing records......................................................................................................... 69 Modifying records..................................................................................................... 69 Using the decision tree.................................................................................................. 69 Using scripts.................................................................................................................. 69 Recording CI unavailability.......................................................................................... 70 To record CI unavailability....................................................................................... 70 Working with relationships........................................................................................... 71 Defining relationships............................................................................................... 71 Copying relationships ............................................................................................... 72 Indicating impacted areas ......................................................................................... 73 Modifying relationships ............................................................................................ 73 Performing quick actions on a relationship .............................................................. 74 Removing relationships Use the following procedure to remove a relationship. . 74 Creating reminders........................................................................................................ 75 To create a reminder ................................................................................................. 75 Broadcasting messages ................................................................................................. 76 Creating broadcast messages .................................................................................... 76 Viewing and modifying broadcast messages............................................................ 79 Limiting the number of messages ............................................................................. 80 Sending email messages ............................................................................................... 80 Working with reports .................................................................................................... 81 Generating a standard report..................................................................................... 81 Generating a report using qualifications ................................................................... 83 Updating assignment availability.................................................................................. 85 To update assignment availability ............................................................................ 85

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BMC Remedy Service Desk: Incident Management 7.6.00 5 .

6.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 processes described in this guide are developed from the BMC Service Management Process Model (SMPM). User roles BMC Remedy Service Desk: Incident Management 7. The BMC Remedy Incident Management application helps you to restore normal service operation quickly by managing all aspects of an incident. Process flow and the lifecycle of an incident request 4. thus ensuring that the best achievable levels of availability and service are maintained.00 3 . Starting BMC Remedy IT Service Management 2. The following topics are provided: 1. from creation to their resolution and closure. The processes described by the SMPM are aligned with ITIL good practices. The SMPM describes a set of predefined processes for the delivery and support of information technology (IT) services. which is a companion product to BMC Remedy Incident Management. Incident Request form views 3.

service desk workers who fulfill many different roles can view incident requests that are assigned to them through BMC Remedy Incident Management. Accessing the IT Home Page If you must access the IT Home Page. Note: The user name and password are case sensitive. If the Overview or another console opens. Requester console 2. BMC Remedy Change Management BMC Remedy Service Desk: Incident Management 7. _____________________________________________________________________ Table: Starting the Incident Management console Using a browser Type the following URL in to your browser’s address bar: http://copahelp. IT users can submit incident requests directly to BMC Remedy Incident Management. BMC Remedy Asset Management 3. click the IT Home Page link in the Consoles section of the Navigation pane of the console you are currently working from. Both of these methods are described in Table below.NOTE__________________________________________________________ How you start the BMC Remedy AR System server depends on whether you are using the BMC Remedy User client or a browser. for example .state. click the Incident Management link in the Navigation pane. Consoles overview The following consoles provide access to all or a part of BMC Remedy Incident Management: 1.ps.us Enter your user name and password. If the Overview or another console opens. and then click OK. Incident Management console Requester Console From the Requester console. Using the BMC Remedy user client If you are using Microsoft Windows XP. The method to use depends on your organization’s policies and procedures.00 4 . choose Start > All Programs > BMC Software > AR System >BMC Remedy User. Overview console Using the Overview console. and additional work assignments that come to them through other BMC Remedy ITSM applications with which BMC Remedy Incident Management integrates: 1. Overview console 3. Enter your user name and password. and then click Log in. BMC Remedy Problem Management 2.6.to access the Asset Management console. click the Incident Management link in the Navigation pane.

you might see a plus sign (+) included in a field label. 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. 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. or department.  CI field -The CI field provides a place for you to indicate to which piece of infrastructure the incident request pertains. If a selection list appears. If an exact match is located. the program automatically completes the field. Working with forms and dialog boxes As you work with the forms and dialog boxes associated with the consoles. The Commonwealth’s Enterprise Remedy System will use the Classic view for Incident and Problem Management. and more accurate than typing the information. Best Practice view (the default view) 2.Incident Management console The Incident Management console is the main console for the application. Using auto-fill fields and lists is faster.6. organization. double-click the item you want to put in the field. You can type part of the information next to these fields and press ENTER. and record work that was performed while solving the incident request. BMC Remedy Service Desk: Incident Management 7. more consistent. Service entitlement for business service CIs are related either to the customer directly or to the customer’s company. Classic view NOTE_________________________________________________________ Your view is configured for you by your system administrator. Only the CIs that you are entitled to see appear in the selection list for this field. It provides service desk workers with a single point from which they can generate incident requests.00 5 . ____________________________________________________________________ Classic view The Classic view is the Incident Request form as it appeared in previous releases of BMC Remedy Incident Management. you can indicate the CI at any time in the incident request lifecycle. monitor the progress of incident requests as they move through their lifecycle. Incident Request form views BMC Remedy Incident Management release provides different ways to view the Incident Request form: 1. however. This field is a required field when you resolve the incident.

The Process Flow Status area also guides you through the stages of the incident lifecycle. The status of the incident is indicated by both color and text.00 6 . Investigation and Diagnosis. BMC Remedy Service Desk: Incident Management 7. The figure below illustrates the Process Flow Status area. When you select an accelerator. At each stage.6. The stages of the lifecycle are: Identification and Recording. Incident Closure. You can also enter optional recommended data in the dialog box. the diagram provides applicable accelerators. and Closed. you are prompted to enter the data required to complete the task. Resolution and Recovery. The current stage of the incident is highlighted.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. Figure below illustrates selecting an accelerator from the Process Flow Status area.

 Resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints. BMC Remedy Service Desk: Incident Management 7. BMC Remedy Incident Management roles are divided into the following categories:  Support staff-for a description of these roles. but which they are unable to resolve.  Validating incident request resolutions with their users.  Managers-for a description of these roles. and doing so efficiently and accurately.  Users-for a description of this role. 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”. are assigned to the most appropriate group for resolution. A service desk analyst’s responsibilities include:  Providing the interface between the service owner organization and its customers.  “Working with incident requests as a manager”. Specialists are usually second-line and third-line support staff.  “Resolving and closing incident requests as support staff”.User roles BMC Remedy Incident Management provides functionality both to people requesting support from IT and to IT people providing support to others. see “User role”. Support staff roles For the incident management process. see “Support staff roles”. How each person uses BMC Remedy Incident Management defines their role.  Obtaining accurate and complete information from the user when creating the incident request.00 7 . the SMPM defines the following support staff roles.6. see “Manager roles”. Service Desk Analysts are usually first-line support staff.  Ensuring that the incident requests that they have registered. A specialist’s responsibilities include:  Resolving incident requests. They are considered subject matter experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users.

Group coordinators are responsible for the quality and integrity of the incident management processes and for the work of their support group members. by recovering the affected service at its continuity site.00 8 . or by continuing the resolution of the incident within the incident management process.  Facilitating the resolution of escalated incidents in accordance with the escalation policy. Manager roles For the incident management process. User role A user is usually an employee who needs assistance from the IT support staff to resolve an incident or implement a change. to the owner of the affected service.  Managing scripts. by recovering the affected service at its continuity site.  Receiving notifications of incident assignments and escalations. They coordinate the assignment of incident requests to support staff. or by continuing the resolution of the incident within the incident management process. the SMPM defines the following management roles. Escalating incident requests. The group coordinator’s other responsibilities include:  Monitoring incidents.  Managing the assignment of incidents to their appropriate support groups for resolution.  Monitoring open incidents requiring assignment. the on-duty manager decides whether an escalated incident must be resolved by implementing an emergency change. They submit requests by filling out the Request form. The incident user’s responsibilities include:  Requesting support when necessary and providing the required information to help resolve the incident requests. Service owners create and assign incident requests.  Updating incident requests with relevant information and status changes. BMC Remedy Service Desk: Incident Management 7. templates.  Ensuring that incidents requiring root cause analysis are copied into BMC Remedy Problem Management.6. On-Duty managers take over the responsibility from service owners when the owner is not available to perform the incident escalation handling procedure. They also decide whether an escalated incident needs to be resolved by implementing an emergency change.  Ensuring the overall completeness and accuracy of closed incidents.  Reviewing reports.  Verifying the solution provided by the service owner organization and reopening the incident request if the solution is not acceptable. or by contacting the service desk by email or telephone. In these situations.  Ensuring the resolution of incidents within the support group’s service targets. for which resolutions can be implemented only through the change management process. Anyone in your organization can be a user.  Managing support group membership. and decision trees.

Specialist Group Coordinator On-Duty Manager Service Owner User BMC Remedy Service Desk: Incident Management 7. NOTE_______________________________________________________ This section does not list of all permission groups and functional roles defined in BMC Remedy Incident Management.Mapping permission groups to SMPM roles The table below maps the SMPM defined incident management roles to the equivalent permissions that each role needs in BMC Remedy Incident Management. only those that are mapped to SMPM roles __________________________________________________________________ SMPM role name Service Desk Analyst 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  Incident User  Problem Viewer  Infrastructure Change Viewer  Asset Viewer No BMC Remedy Incident Management permissions are needed.6.00 9 .

you can define a request that is submitted to BMC Remedy Change Management or BMC Remedy Incident Management. You can also view requests and respond to a survey after the request has been resolved. BMC Remedy Service Desk: Incident Management 7. However. Requester role Users of the Requester console are usually employees who need assistance from the IT support staff. track. Using the Requester console. BMC Remedy Incident Management and BMC Remedy Change Management provide user self-provisioning. The Requester console is the primary interface for users to define and view their requests. and (in some cases) resolve their own requests. Traditionally.00 10 .6. The figure below illustrates the key areas on the Requester console. an organization can decide to make the Requester console unavailable. Non-employees can also be users because non-registered users can also submit service requests. However. Any member of your organization can be a user. BMC Remedy Change Management and BMC Remedy Incident Management are preconfigured to work with the Requester console. after a user made a telephone call to a central help desk. From the Requester console. a support staff member logged the request.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. users can submit. The user is typically an employee in the organization who must have a change implemented or an incident resolved. the user might not be an employee.

From the Requester console. You can also define service requests from the Change and Incident Request forms. To define a service request 1.00 11 . This user is more of an administrator than a support user.  Registered User-This user has a record in the People form. click Create a New Request. 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. Defining a service request BMC recommends the New Request wizard as a simplified method of submitting service requests. Working with service requests This section describes working with service requests.6.Requester console 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. The request master can view requests submitted by other users and view the details of a record in the Service Request form. BMC Remedy Service Desk: Incident Management 7.

the Requests table provides the status of its underlying service request. when a service request is moved from In Progress to Completed or a change request reaches the Completed state.ad hoc request generates an incident request. 9. 6. 3. the fields in the Requester section are filled from your People record. for example. If there is a solution database entry that might be valid. the solution entry is related your request and the request is resolved automatically. Select an Urgency level for your request. Users are notified by email when a service request undergoes a status change. If the solution resolves your request. you can perform the functions listed in the following table: BMC Remedy Service Desk: Incident Management 7.  Email-Enter or edit your email address. and then click View. ______________________________________________________________________ 5. however. Click Save The request appears in the Requests table. Service request state changes For changes and incidents. 4. 8. click the entry.6. If you select a summary definition that is an incident request.Pay careful attention to the following items for the Requester section: 2. enter your company. You can edit only the Phone and Email fields. If you choose a matching solution. click Use Solution. Complete the required fields. BMC Remedy Problem Management is not installed. possible solutions do not appear for manually entered summaries or selected summary definitions. You can include a note or an attachment. entering a summary or . If you are a registered user. NOTE___________________________________________________________ If BMC Remedy Incident Management is installed. 7. Complete the optional fields:  Date Required-Enter the date when you need the request to be completed.00 12 .  Phone-Enter or edit your phone number. If. Performing additional service request functions In addition to defining a service request. then related solution database entries appear in the Possible Solutions table. as shown in bold with an asterisk. Review the solution entry. Select a definition from the Summary list that best describes your issue. If you do not have a record in the People form. (Optional) Click Add Attachment to enter request work information. type a summary of the request in the Summary field. If the list does not contain the specific request to log. first name and last name.

Only the requests that the logged in user has submitted appear in the Requests table. From the Requests table. or In Progress. and then click View. You can only cancel a service request that is open. From the Requests table. You can add only one attachment for each work information entry. View the broadcasts by clicking the Broadcast link in the Navigation pane. Additional information in the Notes field. Type your responses to the questions. Broadcasts are filtered by the logged-in user’s company. The Status changes to New. BMC Remedy Service Desk: Incident Management 7. click Search by Request ID. select another sort option. If the logged-in and user’s company cannot be determined. and then click View. click View Survey. To view more details. To add multiple attachments. Note: Open is the default view. and then click Save. On the Advanced tab of the Options dialog box. and then click Save As Default View.Additional service request functions Function Filter your service requests Action Click the appropriate link from the View Requests section. and then select Open or All. From the Requests table. and the color of the link changes from gray to red. From the Requests table. Click the Add Work Info link in the console’s Functions section of the Navigation pane. An attachment. and then click Print. Note: If you are having problems printing from BMC Remedy User. only Global broadcasts appear. You can add: A summary of the work log in the Summary field. make sure the ODBC Use Underscores option is selected. You can only reopen service requests that are completed or rejected. select a broadcast entry. add multiple work information entries. and then click the Print icon on the toolbar. located in the Navigation pane. Change requests are prefixed with CRQ and Incident requests are prefixed by INC. and then click Respond. Staged. The Status changes to Canceled. select the service request. From the Functions are of the Navigation pane. choose Tools > Options in BMC Remedy User. and then click View.00 13 . and then click Reopen. select the service request. To change the default view.6. Note: If there are new broadcasts. select the service request. select the service request. In the Functions area of the Navigation pane. Review the report. From the Requests table. and then click Cancel. Only Public messages are shown to the users. select a survey. and then enter the complete Request ID or the numeric part of the ID. select the service request. the label on the link changes to New View a service request Add work information Search for a request by request ID Print a service request Cancel a service request Reopen a request Complete a survey View broadcast messages Broadcast.

00 14 . Use the Overview console if you must respond to. The table “Overview console functional areas” that follows describes what you can do in each of the functional areas. BMC Remedy Problem Management.6. manage. either you or the group you manage might receive work assignments from BMC Remedy Incident Management.Chapter 3 Working with the Overview console The information in this section is for people who fulfill one or more of the support staff roles. The following topics are provided:  Functional areas  Console list table  Selecting status values Functional areas The following figure illustrates the functional areas of the Overview console. BMC Remedy Service Desk: Incident Management 7. if your company runs the full BMC Remedy ITSM Suite. For example. or track individual or group work assignments from a variety of sources. you can quickly get information about all your work assignments and perform the procedures that you use most often. and BMC Remedy Change Management. From the Overview console.

which Refresh Navigation pane View Broadcast. 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. Note: If you open the Overview console with no new broadcast messages. Opens the broadcast dialog box. but the View Broadcast link is red.00 15 . create. and delete broadcasts. modify. Use the links in this area to do the following actions:  Select Status Values . the area also turns red. followed by the number of new messages.Overview console and its functional areas Table: Overview console functional areas Functional area Overview console header Company and View By Purpose This area contains the following fields: Company and View By. When there are new broadcast messages. or New Broadcast Functions BMC Remedy Service Desk: Incident Management 7. from where you can view. open the Application Preferences dialog box and make sure that a Console View preference has been selected.6. Refreshes the data in the tables.See only those records in a certain state. When there are unread broadcast messages. this area displays a message: New Broadcasts.

To view and define solution entries. The types of requests that you can choose from depend on the applications that are installed.  Application Preferences . BMC Remedy Service Desk must be installed. Lists the different types of requests. Console list panel Print View Create Search for Ticket Console list table Console list table The Console list table lists different types of requests. you must search for those tickets. This function is also available from the BMC Remedy Incident Management console Depending on your permissions and what other applications are installed. click the Select button to open a search form specific to the type of ticket you are searching for.  SDB-Identifies solution database entries.Set your program preferences and options. 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 Prints the selected record. After you select the type of record from the menu.Consoles you specify from the Select Status Values dialog box. Note: To see activity records and CI unavailability records. because these records are not displayed in the Console List table. BMC Remedy Change Management must be installed. Displays a form containing detailed information about the selected record in the Console list table. To view and define change requests.  TAS-Identifies tasks. Opens a dialog box from which you can select the type of ticket you are searching for.6.Set your profile.  RLM-Identifies release requests.00 16 . Create Creates a new record.  My Profile . A specific prefix identifies each type of request:  CRQ-Identifies change requests. BMC Remedy Change Management must be installed. BMC Remedy Service Desk: Incident Management 7. To view and define release requests.

6. 2. BMC Remedy Service Desk must be installed. o Selected Groups-Prompts you to select any support groups to which you belong. To view and define problems. From the Navigation pane. To view and define incidents. PBI-Identifies problems. 3. or records assigned to your group that are not yet assigned to an individual. You can select to display all records assigned to your group. You can choose to display all records. click Refresh to reload the table’s contents. BMC Remedy Service Desk must be installed. To view and define known errors. and then click OK to close the dialog box.  View By-Shows records that either are assigned to you or to your support groups. or records that are not yet assigned to an individual.   INC-Identifies incidents. select the status values for each category from the lists. BMC Remedy Service Desk must be installed. To select status values 1. 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). 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. In the Select Status Values dialog box. If the Assigned Work table does not refresh with the filtered records.00 17 . PKE-Identifies known errors. BMC Remedy Service Desk: Incident Management 7. according to the following list: o Personal-Displays records assigned to you. choose Functions > Select Status Values. o All My Groups-Displays records assigned to all your support groups.

The following topics are provided:  Functional areas of the console  Registering incident requests  Assigning incident requests BMC Remedy Service Desk: Incident Management 7.6.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. and resolve incident requests. track.00 18 . 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). support staff can create. Using the Incident Management console. 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.

6. The Incident Management console and its functional areas Navigation pane Console and KPIs tabs Incidents table Incident Management View Selected (Highlighted) Incident Detail and Tasks BMC Remedy Service Desk: Incident Management 7. Figure below illustrates the functional areas of the Incident console.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.00 19 .

Table: Incident Management console functional areas Functional area Purpose Console tab If the KPIs tab is open. edits.  Total Open Incidents-Click either All Open or By Status and Priority. open the Application Preferences dialog box and make sure that a Console View preference has been selected. unassigned. but the View Broadcast link is red. The flashboards that appear present. Saved custom searches appear in the My Searches node of the Defined Searches list. along with the number of new messages. from where you can view. Note: If you open the console with no new Incident Counts Defined Searches broadcast messages.  Manage My Searches-Defines. unacknowledged. Incident Management console header Company and View By This area contains the following fields: Company and View By . When there are unread broadcast messages.00 20 .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. in graphical format:  Process KPIs-See Using the KPI flashboards for information about how to use these flashboards. See “Creating a custom search”. and deletes custom searches. saves. This area shows the number of open.6. modify. see Running Defined Searches. You also have the ability to define custom searches using Manage My Searches. Note: If no custom searches are defined. and delete broadcasts. Refresh Updates the console with the latest information. the area also turns red. this area displays a message: New Broadcast. create. See ”Watch List” later in this table BMC Remedy Service Desk: Incident Management 7. and breached incidents for the combination of Company and View By fields.  Watch List-Opens the Watch List. the My Searches node does not appear. click the Console tab to return to the console. When there are new broadcast messages. or New Broadcast Opens the broadcast dialog box. KPIs tab Click the KPIs tab to select and to view the incident management flashboards. Navigation pane View Broadcast. This area provides a place from which you can run a series of predefined searches. For more information about running Defined Searches.

Functional area Functions

Consoles

Purpose Use the links in this area to do the following actions:  New Incident-Create a new incident request record. See Creating an Incident request record using a template.  Search Incident-Search the database for current incident request records. See “searching all records”.  My Profile-Set your profile. See “viewing your profile”.  Application Preferences-Set your application preferences and application options. See “Setting application preferences”.  Reminders-View and create reminders. See-“Creating reminders”.  Reports-Create and run custom reports. See: ”Working with reports”. Manage CIs-Search for information about specific CI types and gives you access to the CI records. See “Creating a CI”.  Manage Inventory-Access the Manage Inventory form of BMC Remedy Asset Management. See “Inventory management”  Surveys-Review and respond to customer surveys. Depending on your permissions and what other applications are installed, use these links to open: IT Home Page Overview Problem Management Change Management Release Management Asset Management Software Asset Management Select the action from the menu. You can perform the following quick actions:  Assign to group member-Reassigns the incident request to another member of your group.  Assign to me-Reassigns the incident request to yourself.  Incident Closure-Moves incident requests with a status of Resolved to the Closed status. Prints the selected record in the Watch List and the Incidents table. Shows the incident request record that is selected in the Incidents table.

Incidents table Quick Actions

Print View

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Functional area Create Add to Watch List Table

Purpose Creates a new incident request record. Adds the selected record to the Watch List. See “Working with the Watch List”. 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.

Incident Detail and Tasks Incident Details - When selected, contains detailed information about the record selected in the Incidents table. To see Incident Details when the Tasks table is showing, click Show Incident Details. The Create, View, and Report icons relate to work information notes. For information about working with work information notes, see “Creating work information entries”. Tasks - When selected, enables you to see tasks associated with the incident request record selected in the Incidents table. To see Tasks when Incident Details is showing, click Show Tasks. Watch List - To see the Watch List, click Watch List in the Defined Searches area of the Navigation pane. For information about the Watch List, see Working with the Watch List. Quick Actions, View, Create, Print Perform the same actions described for the Incident table. Remove From Watch List Removes the selected incident request record from the Watch List. Incidents table A list of the incident request records currently in the Watch List.

Registering incident requests
When a user contacts the service desk with an incident request, you first determine the nature of the request. If the request is about a previously registered request, you query the request and update the user with the current status. If the request concerns an incident that was resolved, but for which the resolution was not effective, reopen the incident request record and assign the incident to a specialist. If this is a new incident request, you create a new incident request record by capturing key information about the user and the incident. If possible, you resolve the incident immediately and then complete the incident request; otherwise you make sure the incident request is assigned to the appropriate group.

Reviewing the status of an incident request
If a customer calls to enquire about the status of a registered incident request, you can quickly review all of the customer’s active records (that is, records that do not have a status of Closed) from the incident request form, using the following procedure.

To review the status of an incident request
1. From the Incident Management console, click Create. 2. In the Customer or Contact field on the new Incident Request form, type the customer’s or the contact’s information as described in ”Using the Customer and Contact fields.” 3. When the application updates the new incident request record with the customer’s information, In the Quick Actions area click Customer’s Incidents.

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4. In the Customer's Incidents window, select the incident request you are reviewing the status for and click View. 5. When you finish reviewing the status in the Incident Request Information window, choose one of the following actions:  Close-returns you to the Customer’s Incidents window. Choose this to review more incident records for the customer.  Close All-returns you to the Search form. Choose this when you are finished.

Viewing incident request records
Use the following procedure when you want to view the incident record in detail.

To view an incident request

In the Incidents table, double-click the incident request you want to view. Fields on the form display the incident status and other information that has been collected about the incident. Figure below shows the Incident Request form in the Classic view.

Incident Request form—Classic view

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Creating an Incident request record using a template
The purpose of the “Identification and Recording” stage is to accurately record and recognize disruptions to services provided by IT to its customers. When creating a new incident request record, you classify the incident and record user information, CI information, and a description of the incident. The key to this activity is the accuracy and completeness of the information recorded. To help ensure accuracy and completeness, BMC recommends that you use a template to help create the record. A template ensures consistency in the way information about the incident request is captured. A template can also set a relationship to a CI. Your administrator can define templates for commonly occurring incidents.

To use a template
1. On the Incident Management console, click Create. 2. In the Customer or Contact field on the new Incident Request form, type the customer’s or the contact’s information as described in, Using the Customer and Contact fields. 3. Check the rest of the customer information for accuracy. 4. Type the incident request details in the Notes field. 5. Open the Incident Template Selection form as described in the following table. 6. From the Quick Links section of the Navigation pane, click Select Template. 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.

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. ______________________________________________________________________ 7. From the hierarchical list, select the appropriate template and then click Select. 8. Type a brief description in the Summary field. 9. Select the business service CI from the Service list. You must select the business service CI from the menu. 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. 10. If the incident request was caused by a CI, you can record the CI in the CI field. This creates a relationship between the incident request record and the CI record. The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. If there are no CIs related to the customer, click the button beside the CI field to open a CI search form, from which you can search for all CIs. 11. Complete the rest of the incident request form as appropriate.

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if an administrative assistant is reporting an incident on behalf of an executive. click the arrow in the Identification and Recording box. The Incident Request form appears. 8.00 25 . _____________________________________________________________________ 12.6. If there are multiple customers with the same last name. you are prompted to select the appropriate customer. Select the business service CI from the Service list (Optional Not Required). By using the Contact field. 6. If the incident request was caused by a CI. The Company. You can move directly to the Resolution and Recovery stage or the Incident Closure stage by selecting the appropriate stage. 2. Type a brief description in the Summary field. The company drives the selection on other menus. Click Save. This creates a relationship between the incident request record and the CI BMC Remedy Service Desk: Incident Management 7. On the Incident Request form. for example. select Functions > New Incident. 3. 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. and Phone Number fields are completed from the customer record. and so on. you can record the CI in the CI field. ______________________________________________________________________ 4. 7. NOTE ________________________________________________________________ This is a dynamic form. First Name. you can type the name of the person who is experiencing the incident in the Customer field. It also ensures that the BMC Remedy Incident Management application displays the correct set of business CIs in the Service field selection list. Product. Use this field. 5. In the Process Flow Status area. you can open a dialog box where you record this information by selecting the Classification tab when using the Classic view. such as Operational. This is especially important if the person experiencing the incident is registered as a VIP or as a sensitive customer. type the customer’s last name in the Last Name field and press ENTER. The tabs on this form prompt you to enter required and optional information. Choose Next Stage > Investigation and Diagnosis.NOTE_________________________________________________________ Use the Contact field to record the name of someone who reports an incident on behalf of someone else. In the Navigation pane. _____________________________________________________________________ TIP__________________________________________________________________ If your template does not supply categorizations (Operational Categorization and Product Categorization). Creating an incident request record without a template To create an incident request record using the Classic view 1. Type additional details in the Notes field. and Resolution.

or modify a current. 14.  User Service Request-Use this service type if the incident request is a simple question or a request for information (for example. When you select the customer. To add a new customer profile From the Incident Management console To modify a customer profile click Create to create a new incident request record. the service company is set to the customer’s company.9. From the Incident Management console.) You can also modify the customer and the contact phone number and site directly on the Incident Request form. it does not update the People record permanently. Select values from the Impact and Urgency lists. ask you system administrator. If there is no appropriate predefined assignment routing. (If you are unsure about your permissions. you can open the People form from the Incident Request record. If prompted.  Infrastructure Event-Use this service type when a system management tool registers an event that does not require infrastructure restoration. select a different service company. 12. Select the appropriate service type:  User Service Restoration-Use this service type for typical service restoration requests (for example. 13. then click Save. To add a new. you are prompted to assign the incident. you can add a customer’s profile from the Incident Request form.6. Click Save. if an incident is detected on a piece of network infrastructure by system monitoring software). and a customer is not listed in the database. the customer must be listed in the People database. these types of incident requests are reported by system management tools (for example. However. If appropriate. To update the People database permanently. the incident is automatically assigned based on predefined assignment routing. if you have Contact People User or Contact People Admin permissions. customer profile 1. Typically. 10. If you did not assign the incident. open a current incident request record belonging to the customer whose profile BMC Remedy Service Desk: Incident Management 7. however. as described in the following procedure. Adding or modifying a customer profile Before you can record an incident. assign the incident. Do one of the following actions. Customers are usually added to the People database by your administrator. A modification directly on the Incident Request form. applies only to the current incident. a request for “how to” information)  Infrastructure Restoration-Use this service type if the incident request is more focused on the restoration of infrastructure service.00 26 . a request to restore printing services). 11.

Searching for similar incident requests. NOTE _________________________________________________________ BMC Remedy Knowledge Management is a separate application that must be integrated with BMC Remedy Incident Management before you can use it. known errors. For information about how to do this. or similar. see “Assigning incident requests”. _____________________________________________________________________ If you cannot resolve the incident request. First call resolution Before you assign an incident request. only what is necessary to submit the record. If adding a new customer. use the BMC Remedy Incident Management’s Incident Matching feature. NOTE ___________________________________________________________ You cannot define a Support Person record here. or the BMC Remedy Knowledge Management application.00 27 . Your People/Contact administrator must verify those in proposed status. you do not need to add all the information for this individual’s profile. See the Remedy Administrator for further details. _____________________________________________________________________ BMC Remedy Service Desk: Incident Management 7. If adding a customer record. 2. if you have access to it. ______________________________________________________________________ 4. the status of the person you added has a default value of Proposed. Click Modify on the Customer tab. Click Save. 3. To do this. see . incident requests. determine if you can resolve the incident yourself.6. NOTE _________________________________________________________ You can also use the Advanced Search feature to look for similar incident records. to look for matching. and solution entries. For information about accessing BMC Remedy Knowledge Management. problem investigations. complete or modify the required fields. update them to Enabled. assign the incident request to a specialist. To add a new customer profile When using the Classic view To modify a customer profile Click Create on the Customer tab. On the People form. and add any other information that is necessary. For information about how to do this.you are modifying. Do one of the following actions. see “To access BMC Remedy Knowledge Management”.

select “Resolved by”. Matching incidents. problem investigations. such as the View Known Error Solution tab. click “Relate with Solution”.To search for matching records 1. 8. 3. or solution database entries. click the appropriate Search and Solution tab. Use one of the following methods to search for a solution:  Incident Matching feature . such as matching known errors.6. click Current Operation. Open the Incident Matching dialog box. see ”To access BMC Remedy Knowledge Management”.  BMC Remedy Knowledge Management application .To use this method. Alternatively. known errors.For information about how to open this application. 7. click Search Knowledge Base BMC Remedy Service Desk: Incident Management 7.  Product Categorization-in the Search by Product Categorization area. Run the search by using either the incident request’s operational categorization or product categorization. Click Search. This tab displays details of the selected record.With the incident request record open. 9. you can use that application to look for a solution. To view details of a matching record. To relate the record and copy the solution to the resolution of the incident.  Operational Categorization-In the Search by Operational Categorization area. known errors. When using the Classic view . ______________________________________________________________________ 6. click “Relate without Solution”. NOTE ___________________________________________________________ To further filter the search results. If the matching record resolves the current incident. then within that tab click the solution tab. to relate the record without the solution. and solutions appear in the tabs at the bottom half of the dialog box. Open or create an incident request. from the Relationship Type list. In the Navigation pane. click the appropriate tab. To access BMC Remedy Knowledge Management If you have access to BMC Remedy Knowledge Management. 4. perform the following steps: a) On the bottom half of the form. 5. choose Functions > Incident Matching. 10. from the Quick Links area of the Navigation pane. c) On the top half of the form. This tab lists matching records. 2. such as the Known Error Search and Solution tab. click Current Product. such as the Known Errors tab. b) Select the appropriate record. continue with step 3.00 28 . you can specify the other fields in the search criteria pages. Select the appropriate check boxes to search for incidents. problem investigations.

00 29 .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. BMC Remedy Service Desk: Incident Management 7. The Incident Relationship Search dialog box appears. and then click Search. closes. 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. or cancels the original incident request. 4. When someone resolves.  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. and then click Search. marking them with a status of Resolved. Resolution.  Search Incidents by Assignment Logs-Searches for Incidents using fields from the Assignment Log form. select Incident. 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. 3. On the search form. chose Advanced Functions > Advanced Search. Also. For example. select the type of search you want to perform and then click Select. The original incident request resolves all its duplicates. From the Request Type list. its Operational and Product Categorizations. provide as much information as possible. To search for similar incident requests 1. you can search for all incident requests that have a status of Resolved or Closed. Open the incident under investigation. and the duplicate record’s Service field is empty. Thus. To relate an incident request as a duplicate 1.  Search incident request by Relationships-Searches for incident requests using fields from the Relationship form. from the Navigation pane. 2. 2. In the Advanced Search Selection dialog box. Click the Relationships tab. View the incident requests that match the search criteria in the table that appears. you can search for all incident requests with two different values in the same field. ______________________________________________________________________ Relating incident requests as duplicates You can relate an incident request to another as a duplicate. the program copies the service from the original incident request record to the duplicate. With the incident request record open.6. 3. and CI fields are copied to the related duplicates.

and then click Search. from the Relationship Type list. select the record in the table on the Relationships tab. Select the specific type of search that you want to view.00 30 . to see all open incident request records matching the Company and View by fields. see “Creating a custom search”. This starts the search. 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. Click Save. ______________________________________________________________________ 3. and click View. expand the node that corresponds to the type of search criteria you want to conduct. The Incident Relationship Search dialog box closes. expand the All Open node. make sure the company and the support groups for which you want to view records are selected in the Company and View By fields. to see all open records with critical priority. In the Defined Searches list. 2. see “Searching all records”. The incidents are related as duplicate and original. which places the results in the Incidents table. select Critical Priority. from the Relationship Type list. NOTE__________________________________________________________ To see the details of the related record. For example. 5. Select the duplicate incident according to the following choices:  If the current incident is a duplicate of the original incident. To search for incident request records 1. In the Company and View By area on the Incident Management console. with a status reason of Pending Original Incident. BMC Remedy Service Desk: Incident Management 7.  If the current incident is the original incident. For information about how to search for records that are not associated with your ID or group information or to search all records. The status of the duplicate incident is Pending. Incidents matching the search criteria appear on the form’s bottom half. you can define a custom search. Enter the search criteria to find the original incident. 6. ______________________________________________________________________ 7.6. select Original of.4. For example. Clicks Relate. For information about custom searches. select “Duplicate of”. NOTE_________________________________________________________________ If the Defined Searches list does not contain a search that meets your needs.

you manually reassign the incident request to the most appropriate group. 3) After selecting an Assigned Group. If you reopen a current incident request. Reassigning incident requests You can reassign an incident to either an individual or a support group. the incident request is assigned to the predefined assignment group. For information about how to do this. Click Save. Use the shortcut in the Quick Actions section (Quick Links in Classic view) of the Incident Request form to reassign an incident to you (Assign to Me) or to reassign an incident based on automatic routing (Auto Assign).Moving a resolved incident request back to In Progress. location. For information about how to do this. When using the Classic view: 1) Click the Assignment tab. operational categorization.00 31 . or product categorization. Reassign the investigation. Automated assignment can be based on the customer organization.6.Reassigning incident requests. 2. The information in this section applies to service desk users. you can restore the incident request record to the In Progress status. To reassign an incident 1. Open the incident request record. select the Assignee from the list. This assigns the incident based on predefined mapping. The group to which the incident request is assigned then reviews the request. When you register a new incident request. Assigning incident requests Service desk users play a role in assigning incident requests. see . BMC Remedy Service Desk: Incident Management 7. 3. This also moves the incident back to the Resolution and Recovery stage in the incident request lifecycle. 2) Select the Assigned Group from the list.Restoring a resolved incident request record to In Progress status If the recorded resolution did not resolve the incident. see . 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.  If the incident request is created from a template that has an assignment group predefined.

you can create a solution database entry to document the solution. you resolve the incident. so that a problem investigation record can be created. If the incident request was resolved using a workaround. but the incident can recur. you update the incident request. If the resolution information entered in the incident request might help users. or other specialists resolve future.00 32 .Chapter 5 Resolving and closing incident requests as support staff The information in this section is for people who fulfill the role of support users. 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). After resolving the incident request. The following topics are provided:  Resolving incident requests  Closing incident requests Resolving incident requests If the incident request does not require the change management process. service desk analysts. you should notify the problem coordinator. to make sure the user is notified of the resolution. BMC Remedy Service Desk: Incident Management 7.6. similar cases.

6. as described by the procedures that follow. The purpose of the notification policy is to inform key IT support staff and customers about incidents that have caused a service disruption.00 33 . These ongoing tasks help to keep the incident request record up-to-date with the latest information about the work being performed to resolve the incident. you can receive notification through Email. 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. All incidents assigned to you or your support groups appear in the Incident Management and Overview consoles. Notifications from BMC Remedy BMC Remedy Service Desk: Incident Management 7.Accepting an incident request There are several on-going tasks that you must perform when you accept and begin working on an incident request.

such as when an incident is created. BMC Remedy Service Desk: Incident Management 7. The administrator can configure the notification method. 2. 3. use the methods for finding similar incident requests described in ”First call resolution”. Working with assignments When you work on open incidents. To do this.  The Problem assignment group or assignee is notified when a solution entry is created from an incident. assigned. The message includes the resolution. If BMC Remedy Knowledge Management is installed. The following scenarios are examples of notifications sent from BMC Remedy Incident Management:  Customers are notified by email when the incident is resolved. problem investigations. and whether to send individual or group notifications. known errors. if the assignee group is different from the owner group. you are working on incidents assigned to you or to your support group. see ”Creating and monitoring tasks”.From the Quick Links section of the Navigation pane. For information about accessing BMC Remedy Knowledge Management.  The incident owner is notified when an incident is resolved. as to whether business hours and holidays are included or excluded. you can also use this application to search for possible solutions. see “First call resolution”. For information about working with tasks.6. To accept an assignment 1. Working with tasks You can assign tasks to one or more people without changing the assignment of the incident.Automated notifications are sent to individuals or groups.00 34 . Assign the incident request record to yourself. When using the Classic view. Click Save. You can also assist with an incident assigned to another support group when a task is assigned to you. or resolved. Open the incident request record. Searching for a solution You can search for information that might help resolve the current incident request in other incident requests. Change the Status to In Progress. 4. click Assign to Me. and solution database entries.

Each record contains the total effort duration for each assignee (that is. you can also keep track of their time through the Incident Assignment Log.6. it does not contain a record for the current assignee. Recording your time Use the following procedure to record time against an incident request that currently is assigned to you. you can enter the time manually. To record your time 1. 3. NOTE___________________________________________________________ Because the Incident Assignment Log is historical. the amount of time each group or person worked on the incident request).00 35 . Click Save. 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. When you finish working on the incident request. The system updates the Incident Assignment Log with a record for the most recent assignee each time the incident request is reassigned. NOTE___________________________________________________________ The Effort Time Spent Minutes field is a data entry field only. Enter the time you spent on the incident request in the Effort Time Spent (Minutes) field. ______________________________________________________________________ You can also update the amount of time you spent working on an incident request after it has been assigned to another assignee. 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. If you receive assistance from someone else. the time value that you provided in Effort Time Spent Minutes is written to a database field BMC Remedy Service Desk: Incident Management 7. To start the timer.Recording time worked on an incident request You must keep track of the time that you spend working on an incident request. make sure you click the Started button (the text on the button changes to Stopped). as well as other information. the system writes the final assignee record to the Incident Assignment Log. Or. Open the incident request record. you can use a timer to keep track of the time. When you click Save. When the incident request is moved to the Closed state. If the incident request record is open on your desktop while you are working on it. ______________________________________________________________________ 4. 2. only for previous assignees. Click the Assignment tab. click the Stopped button (the text on the button changes to Started-the button’s text reports the timer’s current status).

enter the time the assistant spent on the incident request. 4. If you reassign the incident request or resolve it.the name of the assistant’s support organization  Assigned Group .00 36 . 2. For example. Click the Assignment tab. Open the incident request record. Click the Assignment tab. NOTE___________________________________________________________ You can update the time only for your own Incident Assignment Log records. In the Effort Time Spent (Minutes) field. 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. ______________________________________________________________________ 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. Click Add. BMC Remedy Service Desk: Incident Management 7. the cumulative time is written from Total Time Spent to the Assignment Log and Total Time Spent is reset to zero. it resets Effort Time Spent Minutes to zero. 3. you can update your record in the Incident Assignment Log with the additional time. 3. Click Update Assignment Log to open the Incident Assignment Log dialog box.the name of the assistant’s support company  Support Organization .called Total Time Spent.the name of the assistant’s assigned group  Assignee . 2. An entry containing this information appears in the table at the bottom of the Incident Assignment Log dialog box. 5. Open the Incident Assignment Log dialog box.the name of the assistant’s name of the individual. After the BMC Remedy Incident Management writes the time value to Total Time Spent. Open the incident request record.6. To record an assistant’s time 1. You cannot update the records of other support groups or individuals. 6. Add the assistant to the Assignment Log by selecting values for the following fields:  Support Company . ______________________________________________________________________ To update your time after the incident request is reassigned 1. which totals the time spent on the incident request for the current assignee. if the person or group to which the incident request is reassigned asks for your help with some aspect of the incident request resolution.

In the table at the bottom of the Incident Assignment dialog box. To add work information entries from the Incidents table 1. right-click in the attachment table and select Add from the menu that appears. you cannot modify the work log after you save it. you might want to add a note that a particular CI was deployed. ______________________________________________________________________ Creating work information entries When you begin working on an incident request. Click Save. select one or more entries. 7. or you can add them to open incident request records. NOTE___________________________________________________________ To see a report of selected work information entries. Click Create. At the bottom of the Incident Management console. select your record. open the Incident Detail area by clicking Show Incident Detail. Enter the work information details in the Incident Work Info dialog box. 5. ______________________________________________________________________ BMC Remedy Service Desk: Incident Management 7. 6.6. From the Incident Management console.4. 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). 2. 5. type the number of minutes that you are adding or subtracting from your recorded time. Click Update Assignment Log. select the incident request record. Choose the type of view access:  Internal-choose this if you do not want the customer to see the work information entry. or click the minus button (-) to subtract the time.00 37 . ______________________________________________________________________ 7. 3. and click Report. Click Close. In the Effort Time Spent (Minutes) field of the Update Assignee Effort Duration area. if the Tasks table is visible. NOTE___________________________________________________________ You cannot delete a completed assignment log. and include the date. 8. explaining what you have done. NOTE___________________________________________________________ If you select Yes. 4. You can add work information entries to an incident request record directly from the Incidents table. For example.  Public-Choose this if you want the customer to see the work information entry. Click the plus button (+) to add the time to the record’s total amount of time. 8. 6. To add an attachment to the record. Choose whether to lock the work log.

With the incident request record open. 4. and then follow the onscreen instructions. From the list of work information entries. To lock the entry To change the view access level 6. add attachments. The following procedure describes how to modify the notes. From the Incident Management console. From the Locked list. lock the entry so it cannot be modified later.To add work information entries to an open incident request record When using the Classic view 1. From the View Access list. select Internal or Public from the View Access list. 2. Make the required modification as described in Table below. You can access the attachments only from the service request. 3. Note: If you select Yes. 5. To modify a work information entry from the Incidents table 1. open the Incident Detail area by clicking Show Incident Detail. Internal-Select this if you do not want the customer to see the work information entry. select the work information record that you want to update. Click View. you can modify any field on it. and change the viewing access level. such as an incident. Public-Select this if you want the customer to see the work information entry.00 38 . 2. a change request. or a work order. select Yes or No. Click Save. Note: Attachments to work information entries created in BMC Service Request Management are not transferred with information sent to a backend application.6. Complete the fields on the tab as described in “Creating work information entries”. Modification To update the note To add an attachment Action Click inside the Notes field and type the changes. Right-click in the attachment table and select Add from the menus that appears. if the Tasks table is visible. select the incident request record. the work information entry cannot be modified after you save it. click the Work Info tab. Modifying work information entries If the work information entry is not locked. At the bottom of the Incident Management console. BMC Remedy Service Desk: Incident Management 7.

BMC Remedy Service Desk: Incident Management 7. 4. 3. Updating an incident request To update an incident request.6. To create change from an incident 1. If you have the correct change management permissions. With the incident request record open.To modify a work information entry from the Incidents table. A Change Request form appears. 2. assign the incident request to a Change Coordinator. Click save when you finish. ask your system administrator. 3. 3. select Create Other Requests > Create Change. For information about recording change requests. see reassigning incident requests. From the Navigation pane. open the incident. From the Incident Management Incidents table. Open the incident request record.To modify a work information entry from an open incident request record When using the Classic view: 1. 5. you can create a change request from the Incident Request form. you can publish the resolution from an incident into the solution database.00 39 . See the table above. 2. For information about how to do this. Click Save. Click Create. see the BMC Remedy Change Management User’s Guide. 4. Creating a solution database entry from an incident If you have access to BMC Remedy Problem Management. If you are not sure about your change management permissions. Edit the form as required. select Solution Database. The Product and Operational Categorization are copied from the incident to the infrastructure change. click the Work Info tab. 2. Complete the Change Request form. From the Request Type list. Creating a change request This feature is only available to those agencies that purchased BMC Remedy Change Management Application licenses. If infrastructure change is required to permanently resolve the incident request. Select the work information entry that you want to update. Click the Relationships tab. open the incident request and then update the details as required. 5. Complete the fields on the tab as described in . A relationship is created between the change and the incident. To create a solution entry from an incident 1.

To create a knowledge base article 1. For information about how to do this. and set the Status Reason field to Customer Follow-up Required. BMC Remedy Service Desk: Incident Management 7. see “Closing an incident request”. notify the problem coordinator so that person can investigate the issue in a timely manner and then decide whether to create a problem investigation. move the request status to Closed immediately. The default setting is 5 days. These can be helpful in the future. or BMC Remedy Incident Management automatically moves the incident request status to Closed. Depending on the incident request’s status see either .00 40 .6. Create the knowledge base article. Click Save. you can create a solution database entry to document the solution. click Create Knowledge. If you cannot verify the resolution at the time you make it. see ”Completing an incident request”. see “Creating a solution database entry from an incident”. ______________________________________________________________________ If the resolution information entered in the incident request can help users. or other specialists resolve future. but the incident can recur. For information about how to do this. the user contacts the service desk and asks for the incident request to be reopened. If you are in communication with the customer when you resolve the incident request. NOTE___________________________________________________________ The customer must verify the resolution within a specified period of time. you can also create knowledge base articles that described the resolution. The figure below provides an overview of the incident request closure process as described by the SMPM. 3. If the incident request was resolved using a workaround. Check with your system administrator to determine how much time your organization specifies. complete the incident request with the Resolved status. similar cases.Moving a resolved incident request back to In Progress or Reopening a resolved or closed incident request. Open the resolved incident request record. If the user does not accept the resolution. and can verify the resolution. service desk analysts. move the incident request status to Resolved. 2. The length of this period is configurable. From the Quick Links area of the Navigation pane.6. Closing incident requests When you resolve the incident request. when trying to resolve similar incident requests. Creating a knowledge base article from an incident If you have access to BMC Remedy Knowledge Management. For information about how to do this.

such as Customer Follow-up Required. Select the appropriate status reason. To complete an incident request 1.Figure: Incident request closure Completing an incident request Use this procedure when you have resolved the incident request. 4. 3. BMC Remedy Service Desk: Incident Management 7. 2. The status reason can indicate action required before the incident is closed. Change the Status field to Resolved.00 41 . The status of the incident is set to Resolved. Open the incident request record. Click Save. but are unable to have the user verify the resolution.6.

2. click Close and Cancel Save. see Recording CI unavailability. In the status field. When the user agrees that the incident can be closed. you are prompted to update the CI unavailability. Open the incident request record. click Close and Continue Save. 2. Open a resolved incident. review the incident request record for completion and. To move a resolved incident request to In Progress 1.  To continue resolving the incident without updating the CI. the broadcast is removed. and further work is needed. 4. It can take up to several minutes to update duplicate requests. The time for your installation to close the incident is configurable. click Update. if the CI is now available. Click Save. so check with your administrator to find out the interval for your organization. Review the Incident Request form to make sure that it is complete and accurate. if appropriate. You do this if the reported resolution did not resolve the incident request. select In Progress. see. choose Closed. because BMC Remedy Incident Management processes these updates in the background. If the incident was broadcast.00 42 . after a period of time BMC Remedy Incident Management closes the incident. The default setting is 5 days. For details about CI unavailability. BMC Remedy Incident Management also updates those duplicate requests as resolved. The status is now set to Closed. In the Status field. For information about duplicate incident requests. If you leave an incident as resolved. BMC Remedy Service Desk: Incident Management 7. for example.6. 3. To close an incident request 1. NOTE___________________________________________________________ When you resolve an incident request that has related duplicate requests.  To update the CI unavailability. “Relating incident requests as duplicates” ________________________________________________________________ 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.  Caution: To return to the Incident Request form without saving.If CI unavailability was created from this incident and your support group is responsible for the CI unavailability. 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. create a solution database entry.

NOTE___________________________________________________________ The Re-open option is only enabled under Functions when the status of the selected record is Closed. BMC Remedy Service Desk: Incident Management 7. If the status of the incident request record is Closed. ______________________________________________________________________ 3.6. and the status changes from Resolved to In Progress. anyone can reopen it. 2. The basic details from the closed incident are copied to it and a relationship is created between the new and closed incident request. or support staff who have either Support Group Manager or Support Group Lead functional roles can reopen it. NOTE__________________________________________________________ If the status of the incident request record is Resolved. Reopening a resolved or closed incident request Use the following procedure when you want to reopen a resolved or a closed incident request. From the Navigation pane. Open a closed incident. On the new Incident Request form. select Functions > Re-open incident. click Save.3. _____________________________________________________________________ To reopen a closed incident 1.00 43 . New Incident Request form appears with a new incident number. then only someone with Incident Master permissions. Click Save The incident moves back to the Resolution and Recovery stage.

If it does. If important information is missing from the incident request or if it is assigned to the wrong group. you must review it before assigning it to a 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). make escalations when necessary. you escalate (or assign) the incident request to the service owner. For information about how to do this. On-duty managers should also be familiar with the information in this section. When an incident request is assigned to a group by the service desk analyst. who occasionally fulfill the role of group coordinators and on-duty managers. see .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. you send it back to the service desk for correction by reassigning it back to the service desk. If the incident request is accepted.6. For information about how to do this. The following topics are provided:  Assigning incident requests as a group coordinator  Tracking incident requests  Approving solutions Assigning incident requests as a group coordinator This information in this section applies to group coordinators. and approve solutions.Reassigning incident requests.00 44 . The resolution of an incident request is performed using the change management process when the resolution requires a change that will: BMC Remedy Service Desk: Incident Management 7. see “Assigning incident requests”. Other people in your organization. Using the Incident Management console. managers can assign and track incident requests. should also be familiar with the information in this section. you check whether the request requires the change management process.

6. You can configure BMC SLM to send notifications to incident assignees. For example. assignee group coordinators. or with different access rights. see “Assigning incident requests”. this happens when:  The target response time has elapsed and the incident is still assigned. you can reject the incident request by assigning it back to the service desk. you determine the cause of the notification and act accordingly. Tracking incident requests If BMC Service Level Management (BMC SLM) is installed. by using templates included with BMC Remedy Incident Management when you integrate it with BMC SLM. For example. greater experience. BMC Remedy Service Desk: Incident Management 7. however. you determine whether the incident request needs to be reassigned to another specialist with different skills.  The target resolution time has elapsed and the incident is still open (not resolved. see “Reassigning incident requests”. if the notification occurred because an SLA was breached.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. NOTE___________________________________________________________ Make sure you include a note in the Work Info section of the incident request record explaining why the incident request was rejected. When you receive an escalation. or owner group coordinators. or if it is assigned to the wrong group. you assign the incident to a specialist within your group. closed. For information about how to do this. If a change is required. If. incident owners. the escalation notification occurred because an SLA threshold is approaching a breach. For information about how to do this. Include the name of the correct group to which the incident request needs to be assigned.00 45 . For details about configuring service targets and notifications contact your system administrator.  Rejecting an incident If the incident request does not contain enough information for the specialist to work with. you escalate the incident request to the service owner of the affected service. you receive a notification when the incident request is in danger of breaching the service terms. if known. you assign the incident request to the change coordinator of the affected service. or canceled).

6. When support staff responds to an incident request from one of the previously noted sources. the Responded Date is set to the date that the incident was responded to. you can place incident requests that require special monitoring on the Watch List (see .If you decide not to reassign the incident request. BMC Impact Manager Event. product and service categorization. Beginning with BMC Remedy Service Desk: Incident Management version 7. Service targets for an incident can be determined by related CIs. or Other. then you must notify the assigned specialist that the incident request must be resolved quickly to avoid any service level objective (SLO) violations. as described by the SMPM. 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. BMC Remedy Service Desk: Incident Management 7. Service targets can be defined in BMC SLM for response time and resolution time.00. Web. Fax.Working with the Watch List. Voicemail.To set the responded date. Self Service. you can view incident service targets defined in BMC SLM.) Figure below provides an overview of the tracking incident requests process.6. Overview of BMC SLM calculations From the Incident Request form. The service target response time applies when an incident request’s reported source is: Email.00 46 . In these cases. see . and many additional criteria.

After you add an incident request record to the Watch List. the Company and View By fields at the top of the Incident Management console are disabled. Click Remove From Watch List Note: This does not delete the record from the database. Table : Working with the Watch List Action Note Viewing the Watch List Returning to the Incidents table Adding records Removing records From the Defined Searches list in the Navigation pane. it might not be included in BMC SLM calculations. The following scenarios can affect the calculated resolution time:  When an incident is in a pending state. you must review the proposed solution to make sure the information is complete and accurate. select the record to remove. click Watchlist.  When a resolved incident is reopened. Working with the Watch List The Watch List provides a separate area where you can place records that you particularly want to monitor. NOTE_________________________________________________________ When you are viewing the Watch List. From the Watch List table. depending on the status reason. it is still enabled in the Incidents table. ____________________________________________________________________ Table below describes how to add and remove records from the Watch List. ____________________________________________________________________ Approving solutions When the specialist proposes a solution. run one of the searches. it stays there until you remove it. Click Add to Watch List Note: When you add a record to the Watch List. even if it is reassigned to a group that you do not belong to. it only removes it from the Watch List. a typical scenario would be from when the incident is recorded until it is resolved.6. From the Incidents table.The service target resolution time is configurable. the BMC SLM calculations account for time spent in the resolved state. NOTE_________________________________________________________ You can use the Watch List to track an incident request record throughout its lifecycle. From the Defined Searches list in the Navigation pane.00 47 . select the record to add. You might need to contact the specialist BMC Remedy Service Desk: Incident Management 7.

Rejecting a solution Leave the Status field at Inactive. Figure: Approving solutions BMC Remedy Service Desk: Incident Management 7. 3. 2. change the Expiry Date to today’s date. 5. as required. 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. From the Relationships table. Approving a solution Change the Status field from Inactive to Active. you approve the solution by changing the Status field on the Solution form from Inactive to Active. Add a work information note to record the reason for disagreement. If you do not agree that the proposed solution is appropriate for the incident request. On the Date/System tab.When you agree that the proposed solution is accurate and complete. and appropriate for the incident request. Click the Relationship tab. The figure below provides an overview of the solution approval process as described by SMPM. Open the incident request record. select the solution database entry you are working on.6. Perform the following steps. 4. and then click View. Click Save.00 48 .

00 49 .6.BMC Remedy Service Desk: Incident Management 7.

6. If the solution to an incident request involves more than one action. consider dividing the solution into separate tasks. and canceling incident requests with open tasks Tasks overview A task is a unit of work that needs to be completed as a step in resolving an incident request. or process. You can assign the tasks to the same person.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 The following topics are provided:  Tasks overview  Adding tasks using task templates  Creating ad hoc tasks  Accepting task assignments  Opening and viewing individual task records  Reassigning task sequence numbers  Assigning and reassigning tasks  Updating task record details  Planning task times  Tracking the time spent working on tasks  Adding work information to a task  Canceling tasks  Closing tasks  Resolving. or to a support group.00 50 . to several people. closing. procedure. BMC Remedy Service Desk: Incident Management 7. The person or support group to whom the task is assigned is the task implementer. Dividing the solution into separate tasks can help you to better manage and to monitor the incident request as it moves toward resolution.

After a task or task group is assigned to a task implementer. A task that has sub-tasks is called a “task group”. An ad hoc task is any task that is not included in the list of task templates and. For information about how to do this. information about the tasks and task groups is stored on a separate Task form.Task Template.When the group coordinator sets the task status to In Progress. Task templates are predefined tasks that you can quickly add to an incident request.00 51 . You can use a task template to add a task to an incident request.. Task templates associate a single task to the incident request record. you do not need to spend time manually completing the Task form fields as described in “Creating ad hoc tasks” The following are the types of tasks that you can add to an incident request record when using templates: . Opening the Task form When using the Classic view: 1. pager. the fields are already completed). usually for the most commonly performed tasks that your service desk handles.Automatic. Although tasks and task groups are related to specific incident request records. BMC Remedy Alert. the task implementer receives notifications to perform each of the assigned tasks. you can also add tasks that are divided into sub-tasks. see. Open the incident request record 2. A task template is a predefined task. The Task Group template generates a task that has two or more sub-tasks. or . Manual tasks must be performed by a person.Task Group Template. After a task is assigned to the task implementers. Task templates are created by your system administrator. Because the Task form is predefined (that is.Manual. but you must still assign automatic tasks to a person. The sub-tasks of the task group are called “children” of the task group. Adding tasks using task templates To save time. so there is someone to monitor the task. Task Template tasks can be either . Task BMC Remedy Service Desk: Incident Management 7.. and . For information about how to do this. see “Adding tasks using task templates”. Click the Tasks tab. you must create it manually. “Creating ad hoc tasks” When using task templates. they can log their progress as they complete each task. you can use a task template to add a task to an incident request record. You can relate an unlimited number of tasks or task groups to an incident request. Automatic tasks are preformed by a computer or automated system. the task implementers are notified of the tasks assigned to them by email. therefore. or you can create an ad hoc task.6. or some additional means.

00 52 . From the Request Type list. Repeat steps 2 and 3 for all tasks you want to add to the incident. choose Ad hoc.6. select the template for the task you are adding. Standard task group tasks can be performed in any order. The Create Task form appears. When you finish adding templates. Open the Tasks form. 3. as described in ”Opening the Task form”. click inside the list to refresh the table. To create an ad hoc task 1. Creating ad hoc tasks Add hoc tasks are tasks that are not predefined by a task template and. If necessary. From the list of tasks in the Select Template dialog box. The templates you selected are displayed in the Tasks and Task Groups list. 6. 2. Click Close. however. These relate to the sequence order specified in the Incident Request form. Open the Tasks form. as described in “Reassigning sequence numbers to task group children” The task management subsystem enforces the dependencies between tasks. must be created manually. 2. 7. In a sequencing task group. the Task form closes. 5. therefore. To add a task using task templates 1. Certain fields in the form are already filled in with the data for the incident. When you click Relate. you can filter the list by selecting from the Type and Category lists at the top of the dialog box. BMC Remedy Service Desk: Incident Management 7. From the Request Type list. as described in “Opening the Task form”. the tasks must be performed in the sequence indicated on the Task form. and then click Relate. redefine the numeric sequence of the children tasks created by any group template. 4. and then click Relate. select either Task Template or Task Group Template. If there are no templates listed. save the incident. Click Relate. ______________________________________________________________________ 3. TIP_____________________________________________________________ To manage a large number of task templates.Group tasks can be defined either as standard or sequencing.

In the Assignment/Dates tab. fill in information about the person creating the task (Requester) and the intended target of the task (Requested For). Some information is set by default from the Requested By information of the incident. 11. select a task implementer from the list.   Scheduled Start Date-Optionally. assign the task by completing the following fields:  Assignee Group-Optionally. contact the Remedy System administrator. 9. The Company field defaults to the contents of the Incident Location field in the Incident Request form.  Assignee-Optionally. Your task can be assigned to an different department or a different company. Scheduled End Date-Optionally. You can set the Start Date and End Date to be different from the dates of the parent incident. 8. fill in information about the product and operational categorizations. BMC Remedy Service Desk: Incident Management 7. 6. The Type field is set to Manual by default when you create an ad hoc task. You can perform quick actions that are with the task. When you finish creating the task. Click Save on the Incident Request form. enter an estimated start date. fill in the following required fields:  Name-Enter a descriptive name of the task. enter an estimated end date. click Save. On the Classification tab. search for and then relate configuration items that are needed with this task. On the Requester tab. but you can override this if necessary. select a task implementer group from the list.6.  Summary-Enter a brief description of the task. The task information form closes and returns you to the Incident Request form. 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. The task management subsystem enforces the dependencies between tasks. fill in information about the company. 5. For more information about assignment configuration. get related relationships.00 53 . 7. 10. These relate to any Sequence order you might have specified in the Incident Request form.4. In the upper region of the form. for example. On the General tab. On the Relationships tab.

the task implementer must have Incident Master. Open the Tasks form. 3. You can also use the Overview console or the Incident Management console to view all tasks assigned to you. Also. NOTE___________________________________________________________ To view the related incident request record. Click inside the Tasks and Task Groups table. Click View. or (at minimum) Incident Viewer permissions. Tasks are identified by the TAS prefix. an inaccurate escalation can occur. when the incident is in Assigned status. In the Tasks and Task Group table. and then click View.6. Opening and viewing individual task records You can open and view the contents of individual task records. Click Save. To access the Incident Management console. This is an important step. If the task is still in the Scheduled state while you are working on it. To view task records 1. as described in “Opening the Task form” 2. 3. Open the Tasks form. all the tasks have a status of Staged. A list of the tasks and task group appears in the table. Incident Submitter. Incident User. different escalations occur based on the task’s status. select the task record you want to view. as described in “Opening the Task form” 2.00 54 . 5. This enables you to see detailed information about the individual records and to update them. Select the task that you want to accept. If the Status Field of the incident is set to In Progress.Accepting task assignments You receive notification of assigned tasks by way email. In addition. click Open next to the Request ID field on the Task form ______________________________________________________________________ 4. NOTE__________________________________________________________ When you follow the recommended lifecycle of an incident. manually set the Status field to Work in Progress. because the task then moves into Work in Progress status. the status of a task must be “Scheduled” before you accept the task. _____________________________________________________________________ To accept an assigned task 1. BMC Remedy Service Desk: Incident Management 7.

2. Open the Tasks form. If two tasks or children tasks of a task group have the same sequence number. however. In the Tasks and Tasks Groups table. To reassign a sequence to task groups and tasks 1. In the Tasks and Task Groups table. select the task you want to reassign. _____________________________________________________________________ 3. select the task group. 4. You can also assign the same sequence number to more than one task or children tasks of a task group.00 55 . This moves the selected task either higher or lower in the sequence. To reassign sequence numbers to task group children 1. they are considered peers. You can work on peer tasks in any order. BMC Remedy Service Desk: Incident Management 7. 2. The tasks assigned to the task group appear in the Children of Selected Task Group table.6. NOTE__________________________________________________________ You might need to click inside the Children of Selected Task Group table to refresh its contents. as described in “Opening the Task form”. In the Children of Selected Task Group table. reassign the sequence in which tasks and task groups are performed. they are automatically sequenced in the order in which you related them to the incident. Click either the up arrow or the down arrow located to the right of the table. This sequence is strictly enforced inside the incident. 4 Click either the up arrow or the down arrow located to the right of the table. select the task that you want to resequence. This moves the selected task either higher or lower in the sequence. 4. as described in “Opening the Task form”. Click Close. 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 When you relate tasks or task groups to an incident. 3. Open the Tasks form. You can.

Updating task record details After a task record is created. 5. The new task implementer is notified of the request assignment. Open the task record as described in “Opening and viewing individual task records”. you can change the details that appear on the record. The Dates tab in the Task form includes fields where you can enter scheduling information. you might ask the group coordinator to reassign the task in situations where you want to reassign the task to someone outside your group. 2. 4.6. you can reassign the task. 3. In the Assignee or Assignee Group fields. select the following options:  Analyze Time Segments  Create Business Event Time Segment  Modify Business Event Time Segment  Create Categorizational Time Segment  Modify Categorizational Time Segment  Create/Modify CI Time Segment BMC Remedy Service Desk: Incident Management 7. 1. Open the task record as described in ”Opening and viewing individual task records”. 3.Assigning and reassigning tasks After creating a task or adding a task template to an incident request record. Click the Dates tab. If you cannot resolve one of your assigned tasks. To plan the time for tasks 1. open the task record as described in “Opening and viewing individual task Records” and then update the details as needed. 4. You can create the time segments that are required to complete individual tasks. Make sure the Notify Assignee field is set to Yes. 2. To do this.00 56 . Until the new implementer accepts the task assignment. Save the changes and close the form. choose the group or person to you want to reassign the task to. you assign it. you are still assigned to the task and have responsibility for it. Planning task times You can plan the time for individual tasks. You can assign tasks to individuals or to a support group. In the Dates/Time region of the form. Click Save. For example. or you can ask your group coordinator to reassign the task. provide dates for the Scheduled Start Date and Scheduled End Date fields. Click the Assignment tab. In the Time Segment Action field.

4. 4. You can track the time spent working on a task in different ways:  Use the start and stop clock buttons . Click Save. Click the Start Clock button.6. 6. Open the task record as described in “Opening and viewing individual task records”. 3. Save and close the form.The time is automatically calculated based on when you click the start and stop clock buttons. click Stop Clock.You can enter a time into the Time Spent field directly. Save and close the form.  Enter work into the effort log . You can use the start and stop clock buttons as many times as is required. BMC Remedy Service Desk: Incident Management 7. 3. Tracking the time spent working on tasks You can track the time spent working on a task at any time after it is created. Open the task record as described in “Opening and viewing individual task records”. When you finish working on the task and want to stop tracking the time.5. Click Save. A message reports the number of minutes spent working on the task. Each successive time. Click the Assignment tab.  Manually enter in the time . 2.You can create an effort log entry. To manually track the time spent working on a task 1. Use this feature between the time the task status is in Implementation In Progress and Closed.00 57 . The time spent is also added to the value in the read-only Total Time Spent field. You must repeat steps 1 and 2 first if you closed the task after saving it in step 4. The time you entered is automatically added to the value already in the Total Time Hours and Minutes fields. To use the start and the stop buttons to track the time spent working on a task 1. 5. The current date and current time are displayed in the read-only Start Time field. Click the Assignment tab. Enter a number of hours or minutes manually in the editable Time Spent fields. 2. the new time is added to the value already in the Total Time Spent field.

3. 7. email messages. 4. 5. Open the task record as described in “Opening and viewing individual task records”. To add attachments to the record. An entry is added to the effort log. 8. 2.To use the Task Effort log to track the time spent working on a task 1. Click Save. and Notes fields. Enter information into the effort log. To add work information to a task 1. 7. Adding work information to a task Work information is a note about any work you performed while completing or trying to complete the task.00 58 . You can view the entry or delete it as needed. Summary. Information sources can include. system assignment. modify the work information type. Close the task effort log to return to the task. for example. right-click in the attachment table and select Add from the menu that appears. From the Source list. 6.6. 5. Open the task record as described in ”Opening and viewing individual task records”. Click the Assignment tab. Enter the details of your work information record in the Date. If needed. you can enter time spent in hours and minutes and additional details. From the Locked list. The Task Effort Log window appears. 4. or the web. select the source of this information. Click Effort Log. 6. 3. Click the Work Info tab. 2. You can add work information to each task included in the incident. The work information for each task appears in the Work Info of Selected Task table on the Task form. BMC Remedy Service Desk: Incident Management 7. For example.  External-Everyone with access to the system can see the entry. Click Add to Effort Log. Select the view access:  Internal-Only users within your organization can see the entry. select Yes or No to lock the log.

refresh the work information entry of the Assigned Task table to display all the entries.00 59 . based on the type of activity that appears in the table. Open the incident request record. This action does not delete the task. BMC Remedy Service Desk: Incident Management 7.9. Closing tasks When you have completed a task. In the Tasks and Task Groups table. Click the Assignment tab. Update the time you spent on the task. 12. The Save operation adds your entry to the task’s work history. Click the Work Info tab. To see a report of the activities you performed against this task. Click the Tasks tab. all the tasks associated with the canceled incident are also canceled. Save the incident request record. see . You filter out specific work entries in the Show field. To display all current entries for work information history. Click Cancel. ______________________________________________________________________ To cancel tasks using the Classic view 1. Canceling tasks You can cancel tasks by accessing them through the Incident Request form. click Report. 6.Resolving. The status of the task is automatically set to Closed.6. 4. 2. 3. Open the task record as described in “Opening and viewing individual task records”. When you finish updating. you are ready to close it. 5. you might not be able to resolve the incident until you close the task. save your changes. _____________________________________________________________________ To close a task 1. select the task you want to cancel. Close the Task form when you finish with it. IMPORTANT____________________________________________________ Depending on how your system is configured. 3. 4. 13. For information about canceling an incident with open tasks. it sets the status of the task to Closed and the closure code to Canceled. 11. NOTE___________________________________________________________ If you cancel an incident with open tasks. and canceling incident requests with open tasks. 10. click View. You can create an entry in the effort log as needed. 2. When you return to the Incident Request form. closing.

however. set the Status field to Closed. If you receive no message when closing an incident with an open task. 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. Depending on your configuration. At the top of the Task form.It is possible to close an incident that has an open task and receive no message. 7. The following section describes what to do if you receive an error message. 6. Make an entry in the Work Info History field. depending on how your installation is configured. For information about what happens if you cancel an incident request.6. No message . The closure codes are:  Success  Failed  Canceled 8. BMC Remedy Service Desk: Incident Management 7.00 60 . the error condition stops all workflow processing and prevents the incident from being closed. you must close all the open tasks before you can close the incident. The task remains open. Click Save. depending how your environment is configured. closing. you might receive either an error message or a warning message. Warning message .If you receive a warning message when closing an incident that has an open task. When a task is set to a status of Closed and certain conditions apply. Select a status reason to describe how the task was closed.If you receive an error message when closing an incident that has open tasks. it is also possible to receive no message. the task remains open. see “Canceling an incident with open tasks” which follows. Error message . you have the option of updating related CIs that might be affected by this modification. Canceling an incident with open tasks If you cancel an incident that has an open task associated with it. However.5. the open task is also canceled. if you resolve or close an incident request with open tasks. It also describes what happens when you receive a warning message or when you receive no message. This is the default configuration. Resolving. you can still close the incident successfully. When the Incident Resolution with Open Tasks rule is configured to generate an error message.

The following topics are provided:  Using the KPI flashboards  Viewing your profile  Creating a problem from an incident  Setting application preferences  Searching for records  Working with records  Using the decision tree  Using scripts  Recording CI unavailability  Working with relationships  Creating reminders  Broadcasting messages  Sending email messages  Working with reports  Updating assignment availability BMC Remedy Service Desk: Incident Management 7.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.00 61 .6.

new or recent installations.00 (or later) applications. ________________________________________________________________________ BMC Remedy Service Desk: Incident Management 7.00 62 . For information about how to do this. TIP____________________________________________________ The SMPM defines a key performance indicator as. . Typically. you can view all of the incident request records that are reported by the Incident Backlog KPI flashboard. that is. on page 115. You can also view the individual incident request records that are reported by the real time flashboard graph. and predictability of a process. The most recent historical data displayed in the graph is collected from the previous month.  ! Current. If you are running a mixed environment. of BMC Remedy Incident Management might not have historical data available.00 (and later) of the BMC Remedy ITSM applications.Using the KPI flashboards The KPI flashboards graph incident management business processes against the incident management key performance indicators (KPIs). Historical data goes back to a maximum of one year.6. which are described in . the displayed real time data is collected from the first day of the current month to today’s date.01 (or earlier).5. you can also view the incident management KPI definitions there. effectiveness.6. If you have BMC Service Management Process Model (SMPM) installed. Each KPI flashboard contains graphs that present the following types of information:  Relevant historical data-Use this graph for trending purposes. if you are running some BMC Remedy ITSM applications at version level 7. or real time data-Use this graph to see what is happening with the business process now. or upgrades. you see flashboards with only the version 7.BMC Remedy Incident Management KPIs.6. For example. _______________________________________________________ NOTE___________________________________________________________ Historical data only appears in a graph when that historical data exists in the database. ______________________________________________________________ NOTE__________________________________________________ KPI flashboards are available only for version 7. In most cases.A vital and measurable result to track the efficiency. The KPI flashboard component collects the data according to the selected customer company. see ”Viewing and displaying data”.

3. KPIflashboardLink is the link to the specific KPI flashboard that you want to see. NOTE___________________________________________________________ Your access level determines the companies that you see in the Company list.00 63 . ________________________________________________________________ TIP____________________________________________________________ Click the triangle beside the Process KPI text to open and close this area of the Navigation pane. 2. select the customer company for which you want to view KPI flashboards. _______________________________________________________________________ BMC Remedy Service Desk: Incident Management 7. KPI name Incidents Resolved Rejected Solutions Incident Backlog Service Desk Resolutions 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  !he total number of closed incidents This graph displays:  The number of times that an incident request was reopened because its solution was  not accepted  The total number of resolved incident requests This graph displays the number of incident requests that do not yet have their Status field set to Resolved. To open the KPI flashboards 1.6. Closed. At the top left corner of the BMC Remedy Incident Management console. From the Navigation pane.Table below lists and describes the incident management key performance indicators. choose Process KPIs > KPIflashboardLink. or Canceled. 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 Opening the KPI flashboards Use this procedure to open the KPI flashboards. click the KPIs tab. From the Company list at the top.

choose Functions > My Profile. When you finish making the changes.00 64 . 2. Setting application preferences You can set preferences to:  Automatically use decision trees. The Problem form appears. select Create Other Requests > Create Problem. you can create a problem investigation from an incident request NOTE________________________________________________________________ This only applies if your company utilizes the BMC Change Management Application.  View permissions. 4. When you click My Profile. whenever you record a new incident. update the information at the top of the 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. Make your changes by selecting from the various lists that are available. On the People form. 4.  Determine the action that occurs after you save an Incident Request form. Open the incident request record. and so on. click Save. Click Save. you can:  Update company information such as organization. or click the tab corresponding to the area in which you want to change the profile information. From the Incident Management console Navigation pane. the People (Search) form appears. and home address. _____________________________________________________________________ To create a problem investigation from an incident request 1. if available.  Set defaults for the consoles. BMC Remedy Service Desk: Incident Management 7. business. To modify your profile 1.6. Creating a problem from an incident If you fulfill the Problem Coordinator role.Viewing your profile You can view and modify your personal profile. 3. In this form. Complete the Problem form. From the Navigation pane. as described in the BMC Remedy Service Desk: Problem Management User’s Guide. 3. 2.

The following list shows you the available selections:  Personal-Displays work assigned to you. 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. For example. Note: This field will not be accessible to users. 2. You can temporarily change this setting from the Navigation pane of the console.  After New Save-This setting controls the action after you click Save on the Incident Request form.  All My Groups-Displays work assigned to all your support groups.6. The original window is ready for you to record a new incident. choose Functions > Application Preferences.  Selected Groups-Prompts you to select any support groups to which you belong.  Reopen in New-Opens the current incident in modify mode in a new window. The table below describes the settings available on the form. Update the form as appropriate. if you want the Incident Management console to appear. select the appropriate data set. controls which problem investigations appear in the Assigned Work area. Determine which console appears by default when you open BMC Remedy Incident Management To set your preferences 1. 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. with the search criteria. BMC Remedy Service Desk: Incident Management 7. select Incident Management Console The default console view. You can choose to display all work. such as production and training data sets. When multiple data sets exist.00 65 . From the Navigation pane of the Incident Management console. Table: Application preference settings Setting Preferences for Default Home Page Company Data Set Name Form Description This is a read-only field that identifies the user. or work that is not yet assigned to an individual.  Reopen in Current-Opens the current incident in modify mode in the current window.

BMC Remedy Service Desk: Incident Management 7.Setting Tab Views Overview console Description  Enable Auto-Decision-Tree-If you select Yes from this list and a decision tree is set up. then opening the Support Groups tab. 3. you can run a series of predefined searches. Click Save. Ensure the Company and View By fields in the Incident Console area are pointing to the appropriate company and support group. records assigned to you or to your support group and so on). select All Open Unassigned > All Priorities. 4.  You can choose whether to show the Vendor. or create and save your own custom searches using advanced qualifications. click the plus sign to open the Defined Searches node. Note: These preferences apply only when you are using the Classic view. unassigned incident requests.Using the decision tree. to see all open. For example.6. You can choose whether to show incidents or incident tasks on the Overview console. From the Defined Searches area of the Navigation pane. For more information about this link. you are prompted by the decision tree when you record a new incident. 2. you can use a predefined search to locate all open incident requests with a priority of Critical. To run a Defined Search 1. Open the search category that corresponds to the search you want to run and then select a specific search. You run this type of search from the Defined Searches area of the Navigation pane. Financials. Searching for records You can search for incident request records from the Incident Management console. see . 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.Viewing your profile.00 66 . search all of the records using the Search Incident form. or Date System panels. For more information about decision trees. You can view the support groups you belong to by clicking the My Profile link in the Navigation pane. see . To do this. The predefined search looks only through records that are in some way associated with you through your login ID or group ID (for example. 3. For example.

and then define the search qualification. NOTE___________________________________________________________ The My Searches node only appears after a custom search is defined. it appears in the My Searches node of the Defined Searches list. 3. ______________________________________________________________________ Creating a custom search You can define and save a custom search. 6. 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. =. and so on). ______________________________________________________________________ To create a custom search 1. The date shown in this sample query is only an example.6.00 67 . In the Defined Searches section of the Navigation pane. Click the search name to run the search. ______________________________________________________________________ 5. type a name for the search. <. 4. ______________________________________________________________________ BMC Remedy Service Desk: Incident Management 7. and then click Save. From the Keywords or Fields selection boxes. 2. Click Select to close the Advanced Qualification Builder. click Manage My Searches. select the keywords or record fields on which you want to search. you click All Priorities. under the My Searches node. For example.5. click the appropriate operator button. Click Build Search Qualification to open the Advanced Qualification Builder dialog box. depending on how your system is configured. TIP_____________________________________________________________ If the contents of the Incident table does not update after you run the search. In the preceding example. In the Search Name field. The search appears in the Defined Searches list. >. Do not forget to place literal values between double quotation marks. click the Refresh button. NOTE___________________________________________________________ The My Searches node appears only when a custom search is defined. After you save the custom search. Close the Manage My Searches dialog box. To insert operators (+.

select the search you are modifying or deleting. Working with records This section discusses some of the common functions related to record handling. the search results table lists all the records that match the search criteria. 3. To search all records 1. Use this type of search when you are looking for an incident that is not associated with your ID or your group’s ID.To edit or delete the custom search 1.6. When you find the record. Perform one of the actions described in the following table. From the list of searches. Use the tabs and fields to build your search condition. To reduce the number of records found by the search. When you finish entering your search criteria. Open the Manage My Searches dialog box as described in the preceding procedure. 5. 2. The form is laid out in a similar way to the Incident Request form. Scroll through the table to find the specific record you want. 4. Click Save. or any time you search all incidents. 2. 2. Click Close. you can still search using the customer’s name by opening the Additional Search tab and using the First Name or Last Name fields. enter as much information into the form as you can. Searching all records The following procedure describes how to search all incidents. choose Functions > Search Incident. select it to display it in Modify mode. NOTE___________________________________________________________ If the Customer field is configured to search on an attribute other than First Name or Last Name. 2. When the search finishes. BMC Remedy Service Desk: Incident Management 7. Click Close. To modify the search 1. A form appears that you can use to perform the search. ______________________________________________________________________ 3. 3. Click Delete.00 68 . From the Incident Management console Navigation pane. Edit the search as required. click Search. To delete the search 1.

tab. then go to step 3. 2. 4. Use the following procedure to modify a record. 3. Open the incident request record. enabling you to view the record before you print it. To print a record 1. When the print confirmation dialog box appears. click the Print icon to send the record to your local printer. Open the incident request record. The Business Objects Report Preview dialog box appears. Modifying records After you generate a record. Click Save.Setting application preferences. To modify a record 1. For information about setting up your application preferences. or link in the Navigation pane that contains or takes you to the information you want to update. Click the field. 2. 4. 5. you can modify or update the information it contains. You have access only to scripts BMC Remedy Service Desk: Incident Management 7. Using scripts Scripts are detailed instructions that have been set up at your company to help you record important information about an incident request. Close the Business Objects dialog box. 3. Make the appropriate changes.00 69 .6. Each element in the decision tree displays a list of items.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. Based on your answers. You can set up your preferences to use available decision trees whenever you start a new incident. Click the Print icon on the menu bar at the top of the dialog box. Decision trees are built by a manager or administrator at your company. see . Click Print at the bottom of the form to open the Business Objects Report Preview dialog box. Using the decision tree A decision tree takes you step-by-step through a questionnaire. Your final selection completes part of the incident. the decision tree completes part of the form for a new incident request record.

____________________________________________________________________________ 7. Complete additional fields of the form.6. On the Incident Management console. You can record CI unavailability due to an unexpected circumstance from the incident. This table describes how to open a script. 6. These questions can assist you in resolving or assigning the incident. 10. Open the incident request record. Select the actual start date of the unavailability. 9. BMC Remedy Service Desk: Incident Management 7. The assignment scripts correspond to the group to which you are assigning the incident. and then click Search. 3. Click inside the CIs table to refresh the contents and then select the CI record against which you want to record the unavailability. From the Navigation pane. Scripts might include a list of questions to ask the user. Close the CI Relationship Search dialog box. Ensure the user’s name is recorded in the Customer field. Using an Initiator script 1. 5. click create. Record the user’s information in the Customer field. 2. select Advanced Functions > Initiator Script. Recording CI unavailability CI unavailability is the actual down-time of a CI. 8. On the Incident Management console. For example. 4. NOTE__________________________________________________________ Relate with Unavailability is available only when you are searching for CIs to relate to an incident. 2. select Configuration Item. and whether it is full or partial unavailability. The following list describes the types of scripts: Initiator scripts-Select an initiator script when you record an incident after you indicate the user. as appropriate. In the Unavailability Type list. select the relationship type. Click Save. From the Navigation pane. Click Relate with Unavailability. select whether the unavailability is scheduled or unscheduled. In the Relationship Type field of the CI Relationships Search dialog box.00 70 . To record CI unavailability 1. From the Request Type list.that have been set up for your support group. open an incident request record or click create. 3. 2. 3. Assignment scripts-Select an assignment script when you assign or reassign an incident after you indicate the assignee. Using an Assignment script 1. a networking group might have specific questions for you to ask the user when you assign the incident. select Advanced Functions > Assignment Script. Click the Relationships tab. 11.

______________________________________________________________________ 6. BMC Remedy Service Desk: Incident Management 7. complete the search criteria tabs with the relevant information. From the Relationship Type list at the bottom of the search dialog box.Working with relationships By defining and maintaining relationships among records. Click Search.00 71 .6. From the Request Type list. 8. select the request type with which you want to create the relationship. ______________________________________________________________________ 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. 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. 5. 4. 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. In the dialog box that appears. select the type of record to you want to relate the current record to. Open the incident request record. NOTE___________________________________________________________ The content of the dialog box depends on the type of record you chose in the Request Type list. Create the relationship by clicking the appropriate relate button at the bottom of the dialog box. select the type of relationship you want to create. 3. 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. From the search results table that appears. and then click Search. 7. To define a relationship 1. 2.

If you are creating a relationship with a known error. by using the procedure described in this section.NOTE___________________________________________________________ The specific text on the relate button depends on the type of relationship you are creating. 4. NOTE___________________________________________________________ You cannot use this procedure to copy related CIs. if you are creating a relationship with another incident request record. 5. ______________________________________________________________________ 9. From the Quick Actions list.00 72 . To view the other record’s other relationships and relate them to the current incident request record. Copying relationships When you define a relationship between the current incident request record and another record. CI B already has a relationship with Incident Request Record C. This dialog box contains a table of all other records related to the record you selected in step 3. From the Relationships table. From the table of related records. select the other record that you want to relate to the current record. Click OK to dismiss the dialog box. ______________________________________________________________________ To copy relationships 1. you can chose to relate the other record’s related records to the current incident request record. However. Unknown to you. the button reads Relate. and then click Execute. NOTE___________________________________________________________ BMC Remedy Service Desk: Incident Management 7. and so on. select Get Related Relationships. the other record might already have one or more records related to it. The Copy Related Relationships dialog box appears. Open the incident request record. To more thoroughly document all the record relationships. For example: you are creating a relationship between Incident Request Record A and CI B. 2. 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. Click the Relationships tab. there are two relate buttons: Relate With Solution and Relate Without Solution. use the procedure that follows.6. select the record with the other relationships that you want to copy. 3. For example.

______________________________________________________________________ 4. 2. Note____________________________________________________________ You can add as many impacted areas as necessary. From the Impacted Areas dialog box. ______________________________________________________________________ 5.00 73 . Open the incident request record. 9. In the Navigation pane. select items from the various lists that help describe the impacted area appropriate for the incident you are working on. Region. ______________________________________________________________________ 7. Click Add. 8. NOTE___________________________________________________________ The contents of the Relationship Type list depends on the type of record you are trying to create the relationship with. A form appears with detailed information about the selected record.To see the details of the other record. BMC Remedy Service Desk: Incident Management 7. Close the Copy Related Relationships form. and then click Select. Click inside the Relationship Type field. To indicate an impacted area 1. 3. Indicating impacted areas The Impacted Areas dialog box gives you a place to show the region. select it. and then click View. and so on. click Close Modifying relationships After you define a relationship. Note____________________________________________________________ Required fields are marked with an asterisk. that are affected by the content of the record. for example. Select the type of relationship you want to create. Use this feature to help you determine whether you want to relate the other record to the current record. When you finish indicating the impacted areas. location. and so on. ______________________________________________________________________ 6. choose Advanced Functions > Impacted Areas. The newly created relationship appears in the Relationships table. Click OK to dismiss the note that confirms the relationship creation. You can also delete areas that you have previously chosen in this dialog box. you change the relationship type and then update the relationship description. site. Use the following procedure to indicate the impacted areas. Company.6. Use the following procedure to modify the relationship.

Get CI Impact/Urgency Copies the impact and urgency of the selected CI. From the Quick Actions list. Effects of relationship actions for related CIs Relationship action Effect Create New CI Unavailability If Asset Management is installed. as described in . Open the incident request record. you can create CI unavailability for the selected CI. 3. 2.Modifying relationships. 4. select Modify Relationship Type. Click the Relationships tab. From the Relationships table. 6. 4. From the Quick Actions list. 2. select the relationship entry for which you want to perform the action. Click Execute. Enter the new relationship details according to the onscreen instructions. select the relationship you want to modify. 5. Removing relationships Use the following procedure to remove a relationship. BMC Remedy Service Desk: Incident Management 7. Click the Relationships tab. For a list of these actions. From the Relationships table.00 74 . select the action you want to perform 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. as indicated in the Table below. Open the incident request record. To perform a quick action 1.To modify a relationship 1. Performing quick actions on a relationship You can perform many other actions on a relationship. Click Save to save your changes. Get CI Product Categorization Copies the product categorization from the selected CI to the classification of the current incident. see the tables below. Prompts you to modify the relationship type. 5.6. 3. and then click Execute. More quick actions are available when you select a related configuration item.

Click the Create Reminder tab. You can create and view reminders from either the Incident Management console or from within a specific incident request record.To remove a relationship 1. From the Notify list. NOTE__________________________________________________________ If you create a reminder from the Incident Management console. and can specify when they are sent. depending on whether you are sending the reminder to a single person. For example. the reminder is specific to the open record. Click Remove. 4. Click the Relationships tab. The Request-ID field links the reminder to the open record. To remove the link between the reminder you are creating and the open record. From the Navigation pane either on the Incident Management console or with the incident request record open.00 75 . This includes the reminders that were created by other users of BMC Remedy Incident Management. If you open a record and create a reminder. select the relationship you want to remove. In the Relationships table. Incident Request form-You can view all reminders associated with that incident. select. or a support group. The Request-ID and Form fields are filled in automatically by BMC Remedy Incident Management. ______________________________________________________________________ 3. choose Functions > Reminders. To create a reminder 1. You can send the reminders by email. Creating reminders Use reminders to create notes for yourself and others. as described in the following list:   Incident Management console-You can view all reminders that you created. NOTE__________________________________________________________ If you are creating the reminder from the main console. ______________________________________________________________________ 2. BMC Remedy Service Desk: Incident Management 7. 3. 5. 4. Where you create or view a reminder determines which reminders you see. or you can create reminders that are associated with a specific request. you can send yourself a note about a specific incident to remind yourself to check on it.6. 2. the reminder is general in nature. skip the next step. select either Individual or Group. Click Yes when BMC Remedy Incident Management prompts you to confirm the removal BMC Remedy Incident Management refreshes the Relationships list. You can create generic reminders. and then delete the contents of the Link to Request-ID field. Open the incident request record.

and to external customers. In the Subject field. you must have the functional role of Broadcast Submitter. or you can click the button next to the field and select the date and time from the calendar that appears. The information in this field appears in the subject line if the reminder is sent by email. from which you can specify which of the matching names you want to receive the reminder. Click Save. A larger text entry box appears. Broadcasting messages With this feature you can send messages to your entire organization. 8. click the Browse button next to the field. If you need more space to type the entry. You can also view messages that were broadcast to you from other groups in your organization. system status. For information about having this functional role added to your system ID. and so on. By default. 10. 9. the Time field reads 4:00 p. type the name of the person or group to whom you want to send the reminder. enter information about the reminder. Creating broadcast messages To create a broadcast.00 76 . If BMC Remedy Incident Management discovers multiple matches with the name that you entered. planned work. plus one hour (that is. You can type the information directly into the field. the Time field contains the current date and the current time.). If you need more space to type the entry.m. BMC Remedy Incident Management automatically fills in the BMC Remedy AR System Login field. selected groups within the organization.5. Click Close to close the Reminders dialog box..6. The reminder is sent at the time you specified. if it is 3:00 p. A larger text entry box appears. contact your system administrator.m. another dialog box appears. If you type a person’s name and press ENTER. click the ellipsis button next to the field. You can send messages about work in progress. In the Recipient field. type the reminder message text. 6. In the Time field. enter the date and time that you want BMC Remedy Incident Management to send the reminder. BMC Remedy Service Desk: Incident Management 7. 7. In the Message field.

Incident Request form-Perform one of the following actions. 3. Site Group. and Department. to which the broadcast applies. it is related to the incident request record currently open. are informational fields that allow you to specify the physical location. click inside the Broadcast Start Date field. These fields otherwise do not restrict who can see the broadcast. select Functions> Broadcast Incident. Required fields Field Company Explanation Select the company to which this broadcast pertains. NOTE___________________________________________________________ When you create a broadcast message from the Incident Request form. If you broadcast from an incident. If you select Global from the Company list. only company is mandatory.To create a broadcast message 1. How you do this depends on where you are when creating the broadcast message. To start the broadcast now. From the Navigation pane. Organization. Open the New/Modify Broadcasts form. The contents depend on where you are creating the broadcast. if there are unviewed broadcast messages) and then click Create. To select a date from the calendar. When you create a broadcast message from the Incident Management console. ______________________________________________________________________   Incident Management console-Click the View Broadcast link (or New Broadcast link. it is not related to any specific incident request record. and then use the calendar that appears to select the date on which the broadcast is to start and the date on which you want it to end. The text of your message.6. This field is completed by the system. Only users with access to this company can see the broadcast. The other Location fields: Region. Note: Of the various Location fields. Site. A short description of what the broadcast is about. Subject Broadcast Message Broadcast Type Broadcast Start Date and Broadcast End Date Broadcast Originated From BMC Remedy Service Desk: Incident Management 7.00 77 . All people assigned to the specified company will see the broadcast. the broadcast is sent to everyone. Enter information in the required fields. Select a broadcast type from the list. and so on. You can also specify times of the day using the Time feature at the bottom of the calendar. 2. and press ENTER. click the Browse button next to the field.

Select a priority level for the broadcast. 5. Priority 4. Support Organization. The choices are Low. If you create a broadcast from the main console. When the Email System form appears. right-click inside the table and choose Add from the menu that appears. _____________________________________________________________________ You can indicate another group. NOTE________________________________________________________________ The support group that you belong to appears in the table by default. Use this to indicate the file you want to attach. select Yes.6. or click Close to dismiss the dialog box. If you select Yes. Use the Manual Email button to manually send an email about the broadcast to a person or group. the Manual Email l button and the Notify Support area appear. Select Internal if you want the broadcast enabled only for members of your organization. BMC Remedy Service Desk: Incident Management 7. Click Add when you finish. but only when you create a broadcast from within a record. The notification is sent at the time and on the date specified in the Broadcast Start Date field. enter the recipient’s email address in the Internet email field. This field is filled in by the system. You are limited to one attachment for each broadcast. Click Open to attach the indicated file. To add an attachment to the broadcast message. Medium. and High. If you want a broadcast notification automatically sent to an individual or group. perform the following steps: a) Click the Authoring Groups tab. c) Indicate the group that you want to have authoring rights by selecting from the menus. The Authoring Group dialog box appears.Field Broadcast Originated From ID View Access Notify Explanation this is set to Incident. The Add Attachment dialog box appears. b) Click Manage Authoring Groups. You must complete all of the fields: Support Company. To allow members of another group to modify the message. If you also want the broadcast enabled from the Requester console.00 78 . select Public. and Support Group. the field appears dimmed. and then click Send Email Now. Use the Notify Support area to indicate the group you want to notify of the broadcast.

 Incident Management console-Click the View Broadcast link (or New Broadcast link. TIP___________________________________________________________________ When viewing broadcast messages from the Incident Request form. if there are unviewed broadcast messages) and then click View.6. you can sort the contents of the table using the table column headers. 4. BMC Remedy Incident Management asks whether you want to relate the new incident request to the originating record. you can modify the message (if you belong to an authorized authoring group). you can create a new incident request from the broadcast. Open the View Broadcasts form. not just ones related to the current record. you can also create new broadcast messages. How you do this depends on where you are when viewing the broadcast message. TIP__________________________________________________________________ When viewing a broadcast message. _____________________________________________________________________ Viewing and modifying broadcast messages While viewing broadcasts. In the Classic view. double-click the message you want to view.6. see . ______________________________________________________________________ 3. in the Best Practice view. If the View Broadcast table contains many messages.00 79 . To view or modify a broadcast message 1. and the broadcast was created originally from either: a problem investigation. right-click inside the table and then select Sort > Column Header Name > Ascending/Descending. right-click inside the Broadcast View table. 2.  Incident Request form-Perform one of the following actions. a CI (configuration item). right-click inside the Broadcast View table and then select Sort > Broadcast > Ascending. To do this.Viewing and modifying broadcast messages. TIP____________________________________________________________ BMC Remedy Service Desk: Incident Management 7. to sort the broadcasts alphabetically by broadcast title from A to Z. For example. create a new broadcast message. If you do this. then select Sort > Broadcast_Type > Ascending. you see all the broadcasts. From the Navigation pane. a CI unavailability. and under some circumstances (when viewing the message from the current record) relate the broadcast message to the current record. or another incident request. click Modify. Inside the View Broadcasts table. For information about how to do this. To modify the broadcast message. Click Save to save the broadcast message and close the dialog box. When viewing a broadcast from either the Incident Management console or the Incident Request form. select Quick Links > View Broadcast.

Change the fields as necessary. based on incident assignments and other events. 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. perform the following steps: BMC Remedy Service Desk: Incident Management 7. 6. The search results appear in the View Broadcasts table at the top of the search form. In the Navigation pane. click Select Current Assignee. Open the incident request record. you can create a new broadcast message by clicking Create and then following the steps described in “Creating broadcast messages”.  Current Assignee-To select the current assignee. On the View Broadcast window. Complete the fields on the search form according to your search parameters. _____________________________________________________________________ 5. Sending email messages BMC Remedy Incident Management allows the sending of email messages to either individuals or organizations: This section describes how to set up to send these messages. To send information about configuring notification contact the Remedy System administrator _____________________________________________________________________ To send an email message 1. 3.00 80 . the contact’s name with contact information appears in the table and is the default recipient. choose Functions > Email System. NOTE__________________________________________________________ BMC Remedy Incident Management can send notification messages to individuals. and then click Search. 2. To limit the number of messages 1. 2. Limiting the number of messages If a large number of messages appear in the Broadcast table of the current record.When viewing broadcast messages. The current assignee’s name with contact information appears in the table. Click Save. From the Navigation pane of an open incident request record. 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. as emails. 4. click the Broadcast Search Criteria tab. To select another recipient.6. 3. Select Quick Actions (Quick Links in Classic view) > View Broadcast.

See the list that follows for a description of the fields.  Email Subject Line-By default. Complete the email information fields. b) Click Search. see “Generating a report using qualifications”. Click Open. To do this. to which you can append text or overtype. Click Send Email Now. The Add Attachment dialog box appears. c) When the search finishes. the subject line contains the incident ID number. If you need help determining the correct name in the list. it means the corresponding field in the record contains no information. and then clicking View. This opens the People form.6. you can manage the scope of the report using qualifications. For information about using qualifications. select the recipient’s name in the search results table. as described in steps 3 and 4. ______________________________________________________________________  Email Attachment-You can attach a file to the email message (BMC Remedy Incident Management limits you to one attachment). When you select the email recipient. You use the Report console to generate these reports. you can insert the following values:  Status  Summary  Details  Resolution NOTE___________________________________________________________ If one or more of these buttons are dimmed. 6. you can see more information about an individual by selecting their name from the list. right-click inside the Email Attachment table.a) Complete the fields in the People Search Criteria area. Working with reports BMC Remedy Incident Management provides a variety of predefined reports to give you quick access to information. If the predefined reports return more information than you need.  Email Message Body-You type the message text here. 5. you can also automatically insert text from the record into the message text.00 81 .  Internet Email-This displays the recipient’s email address. By using the series of buttons to the right of the Email Message Body field. and then click Add. which contains detailed information about the recipient. the Internet email address updates from the people record. Browse to and select the file that you want to attach. Details of the attached file appear in the table. Generating a standard report BMC Remedy Service Desk: Incident Management 7.

Incident Volume By Product Categorization Displays a bar graph illustrating all incidents Chart based on Tier 1 product categorization.00 82 . select Incident from the Report Name list. Table: Report names and descriptions Report name Description Asset > Configuration Items with Open Incidents Configuration Items with Open Incidents Lists configuration items that have open incidents on them. Incident Details by Date Range Lists details of all incidents based on a specified date range. From the Navigation pane in the Incident Management console. Incident Information > Assignee Charts Incident Activity by Assignee Displays a vertical bar graph illustrating all cases based on status. Incident Information > Open Incidents Incident Volume By Priority and Status Charts Displays a bar graph illustrating all open incidents based on Tier 1 product categorization.To generate a report 1. The table below contains a list of the available reports. This report is intended for use with multitenancy. Incident Information > Aging Incidents By Activity Time Lists all open incidents and the amount of time since the reported date. and the breakdown by assignee. On the Report console. Open Incident Volume by Assignee Displays a bar chart illustrating the number of open incidents for each assignee. Incident Details Lists details of all incidents. The table also provides a brief description of each report and shows you where to find it. Details include Summary and work information. Resolved and Closed Incident Volume by Displays a bar chart of the number of resolved Assignee and closed incidents for each assignee. High Volume Incident by Departments Chart Displays a pie chart of all incidents based on the department. Incident Information > Assignment Log Data Group Assignment to Incidents Displays a history of the groups assigned to each incident request. Select the report you want to run from the Incident report categories or subcategories. High Volume Incident Requester Chart Displays a pie chart of all incidents based on the user. My Open Incidents Reports all open incidents that are assigned to BMC Remedy Service Desk: Incident Management 7. 3. Weekly Incident Volume Chart Weekly Incident Volume Chart Provides a count of all incidents by week. 4.6. Details include Summary and work information. Monthly Incident Volumes Provides a count of all incidents by month. Some of these categories also contain sub-categories. 2. Incident Information > All Incidents High Volume Incident by Company Chart Displays a pie chart of all incidents based on the company. The Incident selection on the Report Name list is organized by categories. choose Functions> Reports.

the date range field appears. Note: This report is available only if BMC Remedy Change Management is installed. Resolved Incident Volume By Product Displays a pie chart illustrating all resolved Categorization Graph incidents based on Tier 1 product categorization. If you select a report that requires a date range.Current / by Date Range Provides a list of all open. Click Run Report. a summary of the incident request and the reported date. current incidents or a list of incidents based on a particular date range. Incident Information > Related Configuration Items Incidents with Related Configuration Items Returns a list of incident requests that have a related CI. From the Destination list. You can tell the report to search only certain specified fields for particular values. select one of the following output destinations:  Screen-Your report appears in a separate dialog box. Open Incidents . Resolved Incident Volume By Priority and Displays pie charts illustrating all resolved and Status Charts closed cases. Resolved Incident Volume By Product Displays a bar graph illustrating all resolved Categorization Chart incidents based on Tier 1 product categorization. Resolved Incident Volume by Company Charts Displays a pie chart illustrating all resolved cases based on company. 7. Included is the type of CI. This report is for multi-tenancy clients. 5.  Printer-The report is sent to the printer you specified in the Print Setup dialog box. and the other based on priority of all resolved cases. Resolved Incident Counts by Product Provides a count of all resolved incidents Categorization based on product categorization. Open Incident Counts by Product Provides a count of all incidents based on Categorization product categorization. or build advanced qualifications BMC Remedy Service Desk: Incident Management 7.  File-The report is saved to the path and file you specify. Incident Information > Resolved Incidents My Resolved Incidents Displays all resolved incidents that are assigned to the ID under which the report is run.00 83 . Relationship Information > Change Change Induced Incidents Lists incidents that were caused by changes. one based on status. 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.6. 6. Resolved Incident Volume By Department Displays a pie chart illustrating all resolved Charts cases based on a department. Select a start date and end date for the report.Report name Description the ID from which the report is run. Resolved Incident Volume by Company Charts Provides a count of all resolved incidents based on product categorization.

NOTE__________________________________________________________ By saving the qualification. 6. 2. click Save Qualification. To save the qualification. 3. To generate a report using qualifications 1. In the Define Report Qualification area. choose Functions>Reports. select one of the following output destinations:  Screen. keywords. From the Navigation pane in the Incident Management console. The following procedure describes how to create basic report qualifications from the Define Report Qualification area of the Report console.using field names. You can use all of the rows in the area to define qualifications. For example. Click Run Report. You are prompted to name the qualification. 7. From the Report Name list.The report is sent to the printer you specified in the Print Setup dialog box. The Advanced Qualification Search Builder dialog box appears. 3. See “To generate a report using a saved qualification”. select “=” from the operand list (middle column). From the Destination list of the Report Console. BMC Remedy Service Desk: Incident Management 7. create your qualifications from the lists. select the name of the report you want to generate. To create a report using advanced qualifications. Click Advanced Qualification. then type “001” in the right column. 4.00 84 . _____________________________________________________________________ 5. and click OK. enter a name for your qualification. and operators. 2. you can rerun the qualified report without having to respecify the qualifications. to create the qualification: “Cost Center = 001” select “Cost Center” from the list in the left column. 8.Your report appears in a separate dialog box. By saving the qualifications. you can rerun this report without defining the qualification again.  File. From the Navigation pane in the Incident Management console. Click OK. In the Qualification Name field. From the Report Name list of the Report console. select the name of the report you want to generate. see “To generate a report using advanced qualifications”. To generate a report using advanced qualifications 1.Saves the report to the path and file you specify. choose Functions> Reports.6.  Printer.

you can construct your qualification. To generate a report using a saved qualification 1.6. Select a report name from the Report Name field of the Report console. you are available. From the Navigation pane. 5. If your status is Yes. ______________________________________________________________________ To update assignment availability 1. 4. and click Return Selected. Click Save. If your status is No. 5. From the Destination list of the Report console.  Printer-Sends the report to the printer you specified in the Print Setup dialog box. 6. NOTE___________________________________________________________ By saving the qualification. By using the buttons in the qualification builder.  File-Saves the report to the path and file you specify. select one of the following output destinations:  Screen-Your report appears in a separate dialog box. Click Run Report. From the Navigation pane in the Incident Management console. select one of the following output destinations:  Screen-Your report appears in a separate dialog box. Select the qualification from the Saved Qualifications dialog box table. you can rerun this report without defining the qualification again.4. choose Functions > My Profile.00 85 . Click Select Saved Qualification. 2. NOTE___________________________________________________________ If you have management level permissions. you can also update the status of the people in the support group that you manage.  Printer-Sends the report to the printer that you specified in the Print Setup dialog box. See “To generate a report using a saved qualification” ______________________________________________________________________ 6. You can quickly update your status using the My Profile function. BMC Remedy Service Desk: Incident Management 7. 3. choose Functions > Reports. Updating assignment availability Your assignment availability status indicates whether you are available to accept work assignments. 7. Click Run Report.  File-Saves the report to the path and file you specify. From the Destination list of the Report console. you are not available.

Click Save.6. choose the status you want.00 86 . BMC Remedy Service Desk: Incident Management 7. 3. From the Assignment Availability menu.2.

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