REMEDY ITSM 7.

0
User Guide

Volume 1 Service Desk Basics:
Incident Management Task Management Problem Management

UCSF - OAAIS Customer Support Services
June 2009
Version 1.1

Table of Contents  TOC 

Table of Contents
Chapter 1 - About Remedy ITSM – Service Desk ..............................................1 Who is Using Remedy ITSM? ..........................................................1 What Does Remedy ITSM Do? ........................................................1 Remedy User Roles ..........................................................................2 Fixed and Floating License Types ...................................................3 User Tool .........................................................................................3 Chapter 2 - Opening the Application ...................................................................4 Login (website).................................................................................4 Login (desktop application) .............................................................4 Trouble Logging In ..........................................................................5 Chapter 3 - Introduction to the IT Home Page ...................................................6 Quick Links ......................................................................................7 Chapter 4 – Overview and Incident Management Consoles..............................8 Open the Overview Console.............................................................8 Using the Assigned Work table ........................................................9 Creating Records from the Overview Console ..............................10 Searching for Records from the Overview Console .......................10 Open the Incident Management Console .......................................11 My Console Functions ...................................................................12 Chapter 5 - Creating a New Incident/Service Request .....................................17 Incident Lifecycle ...........................................................................17 Service Level Management (SLM) .................................................17 Creating a New Incident ................................................................18 Using a Template ...........................................................................19 Filling Out an Incident without a Template ...................................20 Upper Section.................................................................................20 Customer tab ..................................................................................21 Adding a Customer Profile ............................................................22 Contact tab .....................................................................................24 Classification tab ...........................................................................25 Work Info tab .................................................................................27 Tasks tab ........................................................................................28 Assignment tab ...............................................................................28 Understanding Incident Ownership ...............................................30 Vendor tab......................................................................................31 Relationships tab............................................................................31 Resolution tab ................................................................................32 SLM tab ..........................................................................................32 Understanding SLM .......................................................................33 Date/System tab .............................................................................34 ii

Table of Contents  TOC 

Chapter 6 – Working with Incidents/Service Requests ....................................35 Searching your records ..................................................................36 Using the Advance Search feature .................................................37 Searching all records .....................................................................38 Adding Work Info ...........................................................................40 Searching Work Info ......................................................................42 Recording Time (Effort) .................................................................43 Assignment .....................................................................................45 Sending email .................................................................................47 Defining Relationships ...................................................................48 Relating as Duplicates ...................................................................50 Working with Tasks ........................................................................51 Setting Reminders ..........................................................................51 Searching for a Solution ................................................................54 Creating a Known Error from an incident ....................................56 Creating a Solution from an incident.............................................58 Creating a Problem Investigation from an incident ......................60 Creating an Infrastructure Change from an incident (OAAIS) .....62 Pending ..........................................................................................66 Resolving ........................................................................................67 Reopening a resolved incident .......................................................68 Closing an incident ........................................................................68 Viewing the Audit Log....................................................................69 Printing ..........................................................................................70 Chapter 7 – Task Management ..........................................................................71 Creating Tasks ...............................................................................71 Viewing Tasks ................................................................................73 Searching for Tasks........................................................................73 Chapter 8 – Problem Management ....................................................................74 Investigating and Diagnosing an Existing Problem Investigation 74 Documenting work with a vendor ..................................................75 Recording a work-around and the root cause ...............................76 Resolving a problem investigation .................................................77 Closing a problem investigation ....................................................77 Chapter 9 - Setting the User Tool Options ........................................................78 Open Options Window ...................................................................78 General tab ....................................................................................79 Behaviors tab .................................................................................80 Display tab .....................................................................................83 Color tab ........................................................................................84 Confirmation tab ............................................................................85 Reports tab .....................................................................................87 Advanced tab ..................................................................................90 Logging tab ....................................................................................92 iii

........................................................................................................................................................105 General tab .....................Table of Contents  TOC  Table of Contents (continued) Chapter 10 ........103 Chapter 11 .....................................................107 Support Groups .........................................................93 Setting Incident Management Actions ...............................................100 Setting Asset Management Actions [future use] .......105 Open Your Personal Profile.......................................................93 Setting Application Preferences ...........................................................................................106 More Details tab ....................107 Reset Password ........97 Setting Problem Management Actions .......................................115 iv ....................................................................................Setting Personal Preferences ..........................................................................................108 Marking Availability (vacation).....................................................................................................108 Notifications tab ................................................................................Support ..........................114 Chapter 12 ...94 Setting Change Management Actions ...............................112 Alternate Approvers tab[future use] ...Personal Profile..............................................................111 Notification Events (Pager-Email and Email) ....107 Login/Access tab ............................

Provides incident logging and tracking capability. and Service Level Management.About Remedy ITSM – Service Desk  Chapter 1  Chapter 1 About Remedy ITSM – Service Desk This user guide will introduce you to using the Service Desk module of Remedy IT Service Management (ITSM) version 7. Change Management. Who is Using Remedy ITSM? Some of the IT groups at UCSF using Remedy: Campus Life Services Controller’s Office CPBC Dentistry As multiple groups with different needs are using Remedy. Medical Center IT Nursing OAAIS Office of Research Services School of Medicine Surgery What Does Remedy ITSM Do? Provides infrastructure to link customer support staff in varied locations.edu) is called the Requester Console.0 from the Support Staff perspective. Asset Management. Links all customer support staff to: • • • • • incident tickets customer data customer support staff/expertise solution information ticket status 1 . Enables speedy resolution of customer incidents. you should keep in mind that not all aspects of the package apply to your group. Remedy is a form based client-server database suite that OAAIS-CSS has customized to meet the support call tracking and workflow needs of IT groups at UCSF.ucsf. The customer’s view (help. Remedy IT Service Management (ITSM) consists of the Remedy Service Desk (Incident Management and Problem Management). Task Management.

Second-line and third-line support are responsibilities are to provide an accurate analysis and diagnosis of their assigned incidents to restore service to the affected customers. Managers responsibilities include: o Monitoring incidents. Support can also participate in the problem management process and the change management process. They may also submit satisfaction surveys (if departments enable). o Resolving incidents or assigning for resolution. Support staff responsibilities include: o Creating.About Remedy ITSM – Service Desk  Chapter 1  Remedy User Roles There are three types of users who are involved with the operations of Remedy: Requesters or Customers are individuals with incidents and service requests who initiate tickets. o Ensuring the overall completeness and accuracy of closed incidents. and updating incident records. o Ensuring the resolution of incidents within the support group's service targets. Managers are responsible for the quality and integrity of the incident management processes. 2 . the first-line support staff own all incidents and are therefore responsible for validating incident resolutions with their customers. o Escalating incidents that need to be resolved based on SLM terms or perception of urgency. o Managing the assignment of incidents to their appropriate support groups for resolution. First-line Support Staff are members of the Service Desk. They coordinate the assignment of incidents to support staff. Support group leads and managers are responsible for the work of members of their support group. They are the primary contacts for all customers and are responsible for recording incidents and coordinating their resolution. o Coordinating and validating resolutions with customers. o Monitoring open incidents requiring assignment. o Closing incidents and determining customer satisfaction. Typically. o Receiving notifications of incident assignments and escalations. o Facilitating the resolution of escalated incidents in accordance with the escalation policy. classifying.

edu” Support Staff and Managers: the “Action Request System” desktop application or “remedy. templates. and design the workflow process. Run reports. when you log in you will receive a warning advising you of this.edu” web page The User Tool allows you to: Submit tickets describing incidents or support requests.About Remedy ITSM – Service Desk  Chapter 1  o Reviewing reports. User Tool Every Remedy user has a user tool to access the Remedy system. The license issued to your account is based on how often you will be using the system. Customers: the Requester Console via “help. You can still read and submit requests but you are not allowed to update existing requests. o Managing scripts. You can always access the Remedy tool. but your license is not associated with a single user name. submit and update existing requests. With a Fixed License you can read. set access permissions for users. Fixed and Floating License Types Every Remedy user has a User Name with a corresponding license type. A pool of Floating Licenses is available at any given time. With a Floating License you have the same privileges as a Fixed License. o Managing support group membership. 3 . o Ensuring that incidents requiring root cause analysis are copied into Problem Management. System Administrators are responsible for the application management of Remedy. They set up database definitions. it will be allocated to you. and decision trees. Query for information or to keep track of previously submitted tickets. Fixed licenses are permanently associated with a single user name. If a license becomes available while you are logged in.ucsf.ucsf. If all licenses are in use by other support staff.

4 . Go to remedy.edu is only for support staff.edu” at the top of the page. you will see the IT Home Page.ucsf. [Launching from a bookmarked login page may generate an error. Note 1: do not bookmark the login page. Login. Please note: remedy.ucsf. and click OK. Start > All Programs > Action Request System > BMC Remedy User.edu and bookmark this page. Figure 2-2 BMC Remedy User Tool Login Prompt If the login is successful.ucsf. as shown in Figure 2-1. If you do not know your login/password please contact OAAIS Customer Support (chapter 12).ucsf. Open the application from the START menu. Click the link “login to remedy. as shown in Figure 3-1 (chapter 3). You must also have version 7 of the desktop application [http://remedy.] Note 2: You must allow “pop-ups” for this site. Login (desktop application) 1.edu.ucsf. Customers should be directed to help.Opening the Application  Chapter 2  Chapter 2 Opening the Application Overview You must have a User Name and Password to use Remedy ITSM. as shown in Figure 2-2. Figure 2-1 BMC Remedy User Application 2. User access is established by the Remedy Administrator. 3.html] Login (website) 1. Enter your User Name and Password. 2.edu/remedy/home/software.

as shown in Figure 2-3.Opening the Application  Chapter 2  Trouble Logging In If the login is unsuccessful. In this example. 5 . Figure 2-3 Login Problem Dialogue – Authentication Failed 3. always manually type “Spaces” are also login characters (make sure no spaces are inadvertently used in User Name or Password) Local or wide-area network connectivity issues The Remedy Server is temporarily unavailable See Chapter12 for Remedy Support if you need further assistance. the error “ARERR [623] Authentication failed” means you have connected with the server but the Login AND/OR Password is incorrect. a dialogue box will provide an explanation. making sure the Caps Lock is not on. Click OK and carefully type the password again. Some possible reasons for an unsuccessful login: Incorrect User Name and/or Password User Name and Password are both CaSe SeNsItIvE Never cut/paste. 4.

edu] Figure 3-1 IT Home Page 6 . please click the “Home Icon” button located on the task bar (circled in red). [ucsfrem6. This page provides Quick Links to the applications you will access.ucsf.Introduction to the IT Home Page  Chapter 3  Chapter 3 Introduction to the IT Home Page Overview Upon logging in you should see the IT Home page. If you do not see the IT Home page. as shown in Figure 3-1.

Quick Link Approval Central Opens What? [future use] Used with Change Management.ucsf.edu) Change Password [ucsfrem6. Access to the Incident Management Console.edu] Remedy Support [ucsfrem6.ucsf. you select the appropriate link in the left navigation pane.Introduction to the IT Home Page  Chapter 3  Quick Links The IT Home page provides a single point of access to one or many applications based on your permissions.edu] Asset Management Console CCM Calendar View Change Management Console Overview Console Incident Management Console Problem Management Console Requester Console 7 . [future use] Used with Change Management. [OAAIS] Access to Change Management.ucsf. Access to “legacy” Remedy ITSM version 6 data. [future use] Access to Asset Management. To access an application. Access to the Overview Console. Access to the Problem Management Console. Access to the Requester Console (same view as help. Allows you to change your Remedy password.

as shown in Figure 4-1.Overview and Incident Management Consoles  Chapter 4  Chapter 4 Overview and Incident Management Consoles Overview Consoles are the primary interfaces to interact with records. Problem.) The Incident Management console specializes in Incidents. Change. Open the Overview Console 1. Task. under the Foundation Elements heading click the Overview Console link. The Overview console displays all records together in one table (Incident. On the IT Home Page form. Working with the Overview Console This section discusses how to use the Overview console. providing quick access to the information you need and the procedures you perform most often. etc. The Overview console is displayed. Figure 4-1 BMC Remedy IT Service Management Overview console 8 .

Overview and Incident Management Consoles  Chapter 4  Using the Assigned Work table The Assigned Work table lists different types of records. o Show Unassigned—Shows all the records that are unassigned to an individual. based on the Console Functions “Select Status Values” settings: • • • Company—Shows records associated with a particular company (useful in a multi-tenancy environment). o Show All—Shows all records. TAS—Identifies tasks. 9 . Each type of record is identified by a specific prefix: INC—Identifies incidents. problem investigations. If you belong to more than one support group. When you select an option for selected groups. you are prompted to select from all support groups for which you are a member. Personal—Shows all the records that are assigned to you. o Show Unassigned—Shows all the records that are unassigned. Selected Groups—The options below this heading apply to records that are assigned to your support groups. PBI—Identifies problems. o Show All—Shows all records for the groups you select. PKE—Identifies known errors. the records for all those groups appear. PR—Identifies purchase requisitions. Tasks can be attached to incidents. but which are assigned to the groups you select. SDB—Identifies solution database entries. • All My Groups—Shows all the records that are assigned to all support groups that you belong to. CRQ—Identifies change requests. or change requests. [future use] You can also change the table’s contents by using the Company filter and Console View fields at the top left corner of the console.

you can create new records for the various ITSM applications installed. you can search for records from the various ITSM applications installed. The Select Request Type dialog box appears. From the Request Type list. Click Select. 10 . The New form of the application appropriate to the type of record you are creating appears. Click Select. Figure 4-2 Select Request Type dialog box 2. click Create. From the Overview console.Overview and Incident Management Consoles  Chapter 4  Creating Records from the Overview Console From the Overview console. 4. From the Request Type list. as shown in Figure 4-2. 3. Searching for Records from the Overview Console From the Overview console. 1. Enter search criteria as needed to search for the record. 1. click Search. The Select Request Type dialog box appears. 2. select the type of record you want to create. select the type of record for which you want to search. o Incident o Infrastructure Change [OAAIS] o Known Error [associated with problem management] o Problem Investigation o Purchase Requisition [future use] o Solution Database [associated with problem management] 3. From the Overview console. A search dialog box appropriate to the type of record for which you are searching appears.

11 . The Incident Management console is displayed. The console lists the incidents assigned to you under the table Assigned Work. Figure 4-3 Incident Management Console The Incident Management Console is the primary interface that you will use for your work. Table 4-1 describes the function of each section of My Console. as shown in Figure 4-3. click the Incident Management Console link.Overview and Incident Management Consoles  Chapter 4  Working with the Incident Management Console Open the Incident Management Console 1. On the IT Home Page form.

or closed. You can also restrict the display to incidents opened within the selected time. and other situations. you can view all incidents. or all that are pending. 12 . such as within the last 24 hours. the Owner. leave this blank. Broadcasts The broadcast function provides a means by which to notify customers or certain support groups of upcoming events. SLM Status: To view incidents regardless of SLM status. or both at the same time. Advanced Search: You can specify one or more values on the form to search for specific incidents. Role: You can view incidents for which you are the Assignee. choose values from the various selection boxes in the Search Criteria area. Posting is allowed based on having the Broadcast Submitter role. planned outages. resolved. Otherwise. you view incidents available for you to work on. select the appropriate SLM status.Overview and Incident Management Consoles  Chapter 4  Table 4-1: My Console Functions Search Criteria To search the application for incidents associated with you or your groups and that meets your specific search criteria. which includes assigned. When you view All Open Incidents. Status: Instead of viewing All Open Incidents. Dates: You can view incidents that were opened Any Time. in progress. and pending incidents.

New Work Info entries can be created also. any associated Tasks can be viewed in the Tasks tab. a summary of the information appears in the Details tab. Tasks tab When an Incident is selected from the Assigned Work table. they can be viewed here. 13 . Work Info When an Incident is selected from the Assigned Work table.Overview and Incident Management Consoles  Chapter 4  Assigned Work Displays a summary of assigned Incidents. Details tab When an Incident is selected from the Assigned Work table. if a Work Info entry exists.

Clicking the Close button will close the Console. selecting one of the Quick Actions and clicking the Execute button will perform the action.Overview and Incident Management Consoles  Chapter 4  Quick Actions drop-down When an Incident is selected from the Assigned Work table. Create. Refresh button [located in the upper right corner] Clicking the Refresh button will update all the tables on the Console. 14 . Clicking the Create button will open a New Incident form. and Close buttons [located in the bottom left corner] Clicking the View button will display the selected Incident from the Assigned Work table. Only incidents in the resolved status can be set to closed. View.

When you select an option. 15 . Show All: Shows all records for the groups you select. you can select a company from the list to view Incidents from only that company. Show Unassigned: Shows all the records that are unassigned. When you select an option. If you belong to more than one support group. the records for all those groups appear. Select My Groups: The options below this heading apply to records that are assigned to your support groups. If you support more than one company. the Assigned Work table is updated based on the Search Criteria’s Status field. but which are assigned to the groups you select. Show Unassigned: Shows all the records that are unassigned to an individual. the Company field is blank. Show All: Shows all records. The Console View section provides options to look at work assigned specifically to you or to your support groups. All My Groups: Shows all the records that are assigned to all support groups that you belong to. you are prompted to select from all support groups for which you are a member. Personal: Shows all the records assigned to you.Overview and Incident Management Consoles  Chapter 4  Navigation Pane [Company & Console View] When the Console is first loaded.

Navigation Pane [Other Applications] From the Other Applications section you can access other ITSM applications. Change Management [OAAIS] is for tracking infrastructure changes. Search Incidents.Overview and Incident Management Consoles  Chapter 4  Navigation Pane [General Functions] From the General Functions section you can: create a New Incident. or display the Process Overview diagram. CMDB [future use] is related to Asset. run Reports. set your Application Preferences. Asset Management [future use] tracks CIs. Problem Management is discussed in Chapter 9. Manage CIs [future use]. 16 . create Reminders. Manager Console Depending on your role and permission you may have access to the Manager Console. The Overview console is discussed in Chapter 7. View a Flashboard [future use].

Color Green Description Incident does not violate the conditions of the service targets At least one service target has been breached Yellow Service Target Breached All Service Targets Breached The terms of all service targets have been Red breached No Service Target Assigned Incident has no applicable service targets Gray SLM Status Within the Service Target 17 . you ensure that the service has successfully been restored and that the customer is satisfied with the resolution. you can search existing information for a possible solution. represented in the golden Process Flow Status bar. the incident is closed and no further action is necessary. an incident is recorded and recognized as a disruption to normal IT services. Incident Closure: In this stage. If you find a social security number in a field. please remove it. page 33 for information on the SLM tab. See Chapter 5. Each stage is highlighted in white as you move through the life cycle. Investigation and Diagnosis: In this stage. you resolve and recover from the service disruption to enable the customer to resume work. as described below. You will also record Service Requests in the Incident form. Closed: In this stage. Service Level Management (SLM) The Incident form displays both overview and in-depth information about the incident in relation to applicable service targets. Resolution and Recovery: In this stage.Creating a New Incident/Service Request  Chapter 5  Chapter 5 Creating a New Incident/Service Request Overview Incident Management lets you record disruptions (incidents) to the services within your organization. Identification and Recording: In this stage. If you can’t modify (work info entry or closed ticket) please contact OAAIS Customer Support immediately. The SLM Status area shows whether the incident breaches service targets defined in SLM. Incident Lifecycle There are five stages in the life cycle of an incident. An incident can have service targets for response time and resolution time. WARNING: Never enter social security numbers into any field in Remedy.

The Incident (New) form is displayed. You may also click the “Create” button from the Console. as shown in Figure 5-1. Figure 5-1 Incident (New) Form 18 .Creating a New Incident/Service Request  Chapter 5  Creating a New Incident From the Nagivation Pane on Incident Management. click “New Incident” to open the Incident form.

If you belong to more than one support group. On the New Incident form. To use a template: 1. choose Quick Links > Select Template. From the navigation pane. Part of the incident is completed. as defined by the template. The Incident Template Selection form appears. Figure 5-2 Template Form 4. 2. as shown in figure 5-2. Templates are created by the Administrator. 19 . Highlight the appropriate template. 3. A list of templates available to your support group appears. 5. Complete the rest of the Incident as appropriate (see field definitions below).Creating a New Incident/Service Request  Chapter 5  Using a Template You can use templates to populate the incident with standard information that is entered on a regular basis. you are prompted to select the appropriate support group first. then click Select.

Used when marking the Status as Pending or Resolved. In Progress (actively working on the incident – also. Options are New (displayed when creating a new record). Also. Assigned (auto-set to Assigned when you create a incident assigned to someone else). Options are 1-Critical.Creating a New Incident/Service Request  Chapter 5  Filling Out an Incident without a Template 1. Table 5-1: Incident (New) form – Upper Section Incident ID*+ System generated incident ID. 4-Low. Based on the # of people are affected. 3-Moderate/Limited. on the upper section of the form. Summary* (required) Notes Status* (required) Impact* (required) Urgency* (required) Status Reason Priority* Weight* 20 . shown in bold. Pending (can’t work on the incident. must fill in the Status Reason field). Enter a brief description of the Incident or Service Request. Notice the ID will pregenerate after the Customer Information is populated from People Info db. 3-Medium. must select if assigning a record to yourself). Displays the numbered weight of combining Impact plus Urgency to specify the Priority. Cancelled (if record was an accident or the issue does not need resolution. processes. Table 5-1 describes the field definitions. and business units are affected. 2Significant/Large. the ID starts with INC. Closed (the system will auto-close the record in 5 business days). Options are 1-Extensive/Widespread. Based on how many system. customer or support staff may mark incident as cancelled). Resolved (a solution or work-around has been found. Additional information describing more about the Incident or Service Request. 4Minor/Localized. For example. must fill in the Status Reason field). the Summary could be “Password reset” or “New account request”. Fill in the required fields. as well as if a work around is possible or not. 2-High. Auto-set based on combination of settings selected in field Impact and Urgency.

type the customer’s first name (i. If there is more than one match in the People database.e. First Name. it can be modified. Fill in the fields. Remedy Support Staff records are not updated by CLS. the remaining fields in the tab are automatically filled in. click the “Clear Customer Information” button and type different information. the People Search form will display the found set of matches. you will see the error “No people match the search criteria entered in the Company. 2c) If no information fills in. Lisa) and in the Last Name*+ field. Highlight the correct entry and click the “Select” button to populate the incident. Update the Site+ field. The CLS records for your department are maintained by your Payroll/Personnel Analyst.Creating a New Incident/Service Request  Chapter 5  2. Smith) and then press Enter on your keyboard. in the Customer tab. Complete the Room field. you have misspelled the customer’s name or there is no record of this person in the People database. as shown in Figure 5-3. on the lower section of the form. Last Name. [see the following section on “adding a customer profile”] Note – The People database is updated with information from CLS (Campus Locator System) on a daily basis. Complete the Work Site field. 2b) If the information that automatically fills is incorrect. If the customer that is populated is incorrect. type the customer’s last name (i. Click the phone button to modify the phone number. 2a) In the First Name*+ field. and Phone Number fields”. Fields with a bold label must be filled in. If the customer does not have a record in the People database. Update the Internet E-mail field. If there is the only one match in the People database. Figure 5-3 Incident (New) Form – Customer tab 21 .e.

Your People/Contact administrator must verify those in proposed status. 2. You do not need to add all of the information for this individual’s profile. update them to Enabled. 22 . only what is necessary to submit the record. In the incident form. Complete the required fields. you can add a customer’s profile. The People form appears. 1. as shown in Figure 5-4. Click Create. the customer must be listed in the People database. and add any other information that is necessary. After you have finished entering the information. click the Customer or Contact tab. 4. Adding a New Customer Profile If a customer is not listed in the database. The status of the person you added has a default value of Proposed.Creating a New Incident/Service Request  Chapter 5  Adding a Customer Profile Before you can record an incident. click Save. Figure 5-4 People Form 3.

Phone Number. a list is provided. This value should specify the location of the incident (may be different than the customer’s site). The customer’s phone number. (Campus or Medical Center) The customer’s organization/region. (upper level) The customer’s department. see instructions on page 23 Corporate ID Phone Number*+ (required) Internet E-mail Company*+ Organization Department Site+ Work Site The UC ID of the customer. attempt to use a last name only and select from the list. [manual entry] Specifies the room number of the incident. [manual entry or auto fill] The customer’s email. When a name is selected. Enter an additional value in any one of these fields. then press ENTER on your keyboard. For more information. [manual entry or auto fill] A list of UCSF buildings. If no match is found. [manual entry] The customer’s pager number. multiple customer fields are automatically filled in. If more than one match is found. Names are forced to UPPER CASE in the database. [manual entry or auto fill] The customer’s company. The customer’s site. [manual entry or auto fill] Room Pager Box # 23 . Last Name.. Names can be typed in any case. To search on the customer's first name only you must also complete at least one of the following Customer fields: Company. [manual entry or auto fill] The customer’s mailing box.Creating a New Incident/Service Request  Chapter 5  Table 5-2: Incident (New) form – Customer Tab First Name+* (required) Last Name+ (required) Type the customer’s first name (and last name) in the fields and hit enter.

To search on the contact’s first name only you must also complete at least one of the following Contact fields: Company. If more than one match is found. If no match is found. When a name is selected. Enter an additional value in any one of these fields. Table 5-3: Incident (New) form – Contact Tab First Name+ Last Name+ Type the contact’s first name (and last name) in the fields and hit enter. Last Name. attempt to use a last name only and select from the list. see instructions on page 23 Phone Number+ Internet E-mail Pager Box # Company+ Organization Department Site+ The contact’s contact and location information. Figure 5-5 Incident (New) Form – Contact Tab The Contact tab contains fields for a customer’s “Other Contact” relevant to the Incident ticket.Creating a New Incident/Service Request  Chapter 5  3. For more information. as shown in Figure 5-5. then press ENTER on your keyboard. A customer may have elected to identify a computer support person or other contact for you to also be in contact with. [manual entry or auto fill] 24 . Names can be typed in any case. Names are forced to UPPER CASE in the database. a list is provided. Click the Contact tab. multiple contact fields are automatically filled in. Phone Number. Table 5-3 describes the field definitions.

Figure 5-6 Incident (New) Form – Classification Tab The Classification tab contains fields for classifying the Incident and Other Information. Table 5-4 describes the field definitions.Creating a New Incident/Service Request  Chapter 5  4. as shown in Figure 5-6. 25 . Click the Classification tab.

g. if different from the customer’s number. This setting specifies which company services the incident and can be updated. The date/time can be adjusted if the incident is being created after an incident was first reported (e. Other Information Problem Phone Problem IP Problem Host Name The Problem Phone that requires investigation. Reporting Information Reported Source Reported Date+ The Reported Source field specifies the source of the incident. Hardware. or Services. The Service Type* field is used to differentiate between Service Restorations and Service Requests. Voice Mail. etc. Phone. Tip: If you select a Tier 1 entry. Operational Categorization Tier 1 Tier 2 Tier 3 Product Categorization Tier 1 Tier 2 Tier 3 Product Name+ Model/Version Manufacturer Set the Operational Categorization [Do what? To what?] which contains a list of operational services. Web. you may hit the ENTER key on your keyboard for a listing of the Tier 2 & 3 options. Important: see page 33 for information about SLM The Reported Date+ field will auto-populated when a customer is populated from the People form. Products include Software (applications). 26 . Set the Product Categorization (if applicable) which specifies the product the operation is being done to.Creating a New Incident/Service Request  Chapter 5  Table 5-4: Incident (New) form – Classification Tab Incident Service Type Company*+ Service Type* (required) This Company*+ field can auto-populate based on the Company of the customer. The Problem IP that requires investigation. Some options: Email. email or voicemail from yesterday). The Problem Host Name of the device that requires investigation. Tip: If you type a product in the Product Name field. you may then hit ENTER on your keyboard to auto-populate the other fields for Product Categorization.

See Chapter 6. as shown in Figure 5-7. Click the Work Info tab. 27 . Figure 5-7 Incident (New) Form– Work Info Tab Use the Work Info feature to add work information regarding activities performed on the current record. page 10 for creating Work Info entries.Creating a New Incident/Service Request  Chapter 5  5.

Figure 5-8 Incident (New) Form – Tasks Tab You can assign tasks to one or more people without changing the assignment of the incident. Click the Assignment tab. as shown in Figure 5-9. as shown in Figure 5-8. Click the Tasks tab. page 43). 28 . Figure 5-9 Incident (New) Form – Assignment Tab The Assignment tab contains fields for assigning the incident and for tracking effort (information on effort tracking is in Chapter 6. Table 5-5 describes the field definitions.Creating a New Incident/Service Request  Chapter 5  6. You can only create a task after the incident is created. 7. See Chapter 7 for working with Tasks.

Incident Owner Auto-sets based on the Incident Assignee selected. this assigns the incident based on predefined mapping. 29 . you might assign the incident back to the owner to communicate the resolution to the customer. Auto Assign: The same as the Auto Assign link in the navigation pane. as indicated: My Default Group: Assigns the incident to you and your default group. My Group List: Opens a list of all groups to which you belong. For example. Favorite Groups: Assigns the incident to the typical groups to which your support group assigns incidents. see “Understanding incident ownership” below. For details on the default value for the Incident owner. For details on the default value for the Incident owner.Creating a New Incident/Service Request  Chapter 5  Table 5-5: Incident (New) form – Assignment Tab Set Assignment using Select from Set Assignment using. if several people have worked to resolve the incident. Current Owner: Resets the incident assignee to the incident owner. see “Understanding incident ownership” below. Select the appropriate group from this list.

ownership of the incident is set to Support Group A. it might have a support group role of Tier 3. Person B submits an incident and assigns it to Support Group A. and assigns the incident to Support Group C.Creating a New Incident/Service Request  Chapter 5  Understanding Incident Ownership Incident ownership is set when the incident is submitted. Support Group B does not have a support group role of Help Desk. Based on these support groups. consider the following three support groups: Support Group A has a support group role of Help Desk. regardless of who is assigned this incident. 30 . for example. Ownership of the incident is set to Support Group A because the group has the role of Help Desk. Person B submits another incident. For example. as well as the support group being assigned the incident. it might have a support group role of Tier 2. The incident owner depends on the support group membership of the person submitting the incident. Person A is in Support Group A. Person B is in Support Group B. Because Person A is a member of a support group with the role of Help Desk. Support Group B becomes the owner. for example. because Person B is the submitter. Support Group C does not have a support group role of Help Desk. the following example events show how the incident owner is set: Person A submits an incident.

and group. 9. 8a.Creating a New Incident/Service Request  Chapter 5  8. if you did not specify otherwise. you can indicate that the incident is assigned to the vendor. Enter any other information you need to track. You can only create a relationship after the incident is created. 31 . as shown in Figure 5-10. 8b. such as the vendor incident number. as shown in Figure 5-11. The following procedure is used to track incidents that require vendor support. page 49 for working with Relationships. the Vendor Assignment Status field is set to Assigned. The Reported to Vendor Date is set to the current date and time. Figure 5-10 Incident (New) Form– Vendor Tab When you work with a vendor to resolve an incident. Select/Type the vendor company. Click the Vendor tab. organization. See Chapter 6. When saved. Click the Relationships tab. Figure 5-11 Incident (New) Form – Relationships Tab You can create relationships among records and services across ITSM.

Click the Resolution tab. See Chapter 6. as shown in Figure 5-13. as shown in Figure 5-12. page 68 for working with the Resolution tab. 11.Creating a New Incident/Service Request  Chapter 5  10. Figure 5-13 Incident (New) Form – SLM Tab 32 . Click the SLM tab. Figure 5-12 Incident (New) Form – Resolution Tab Resolution information is required when marking incidents as Resolved or Closed.

voicemail. Important: If you respond to an incident and leave the Responded field set to No. If the service terms have been breached. and report on the level of service provided. Figure 5-14 Incident (New) Form – Response field For additional information about the relevant service targets. the Responded field appears next to the Service Target indicator. If the incident Reported Source is set to email. It streamlines the most important task of all. which is the communication between a service provider and its customers. select the breach reason and breach exception. 11b. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. 11a. enforce. click the SLM tab. and applicable milestones. Select a service target to see the status. Multiple service targets can be defined and monitored. or web selfserve request. next target date. fax. The Service Targets table displays all service targets applicable to the incident. select Yes. as shown in Figure 5-14. After you respond to the incident. 33 . exception details.Creating a New Incident/Service Request  Chapter 5  Understanding Service Level Management (SLM) Service Level Management provides a means to review. the incident might breach the response service terms. The SLM Status displays the status corresponding to the Service Target indicator on the top of the form. The Next Target Date field indicates the next deadline out of all the service targets attached to the incident. acting as a bridge between IT service support and IT operations.

Creating a New Incident/Service Request  Chapter 5  12. Click the Date/System tab, as shown in Figure 5-15.

Figure 5-15 Incident (New) Form– Date/System Tab The Date/System tab contains workflow information about the incident. Under the Date Information section, date information is automatically logged here, such as, when the incident was opened and responded to, etc. Under the System Information section, system information is automatically logged here, such as, who submitted the incident, and who last modified it.

13. The Accounts tab (if accessible) is for OAAIS account maintenance purposes.

34

Working with Incident/Service Requests  Chapter 6 

Chapter 6 Working with Incident/Service Requests
Overview
The incidents that are assigned to you are automatically listed in the Overview or Incident Management Console. Below are the functions you will learn about. Search for and View Incidents Adding Work Info Recording Time (Effort) Assignment Sending Pages and Email Messages Defining Relationships Relating as Duplicates Working with Tasks Setting Reminders Searching for a Solution Creating Known Errors and Solutions from an Incident Creating a Problem Investigation from an Incident Creating an Infrastructure Change from an Incident [OAAIS] Pending Resolving Reopening/Closing Viewing the Audit Log Printing

35

Working with Incident/Service Requests  Chapter 6 

Search for and View Incidents
Two types of searches are available from the Incident Management console. One type of search looks only through records that are in some way associated with you through your login ID or group ID (for example, records created by you, assigned to you or to your support group, and so on) and that meet your specific search criteria. You execute this type of search from the Search area near the top of the console. For a description of how to run this type of search, see “Searching your records” below The other type of search looks through all of the records that meet your search criteria, regardless of their associations to people or groups. You run this type of search by using the Search Incident link in the navigation pane of the Incident Management console. For a description of how to run this type of search, see “Searching all records” on page 38.

Searching your records
The following procedure describes how to search the application for records associated with you or your group and that meet your specific search criteria. Use this type of search when you are looking for a record that you know is associated with your ID or with your group’s ID.

To search records assigned to your groups
1. From the Incident Management Console Search Criteria area, select your search criteria from the various selection boxes, as shown in Figure 6-1.

Figure 6-1 Incident Management Console – Search Criteria
The most commonly searched-upon record fields appear in the Search Criteria area of the console.

2. Click Search. The Assigned Work table updates with the results of your search. 3. Scroll through the Assigned Work table to find the specific record you want. Note: If the search returns a large number of records, use the Advanced Search feature to help you narrow the results.

36

The search results table updates with the results of your search. The Advanced Qualification Builder dialog box appears. click Advanced Search. >. To insert operators (+. 37 . The dialog box closes and you return to the main console. and so on). For example. From the Keywords or Fields selection boxes. click the appropriate operator button. =. Click Search. From the Incident Management Console Search Criteria area. Click Select. as show in Figure 6-2. 4. to search for an incident with a priority of “high.” you would construct the following search: 'Priority' = "High" 3.Working with Incident/Service Requests  Chapter 6  Using the Advance Search feature 1. Do not forget to place literal values between quotation marks. select the keywords or record fields on which you want to search.<. Figure 6-2 Incident Management Console – Advanced Qualification Builder 2.

From the navigation pane in the Incident Management console. Use this type of search when you are looking for an incident that is not associated with your ID or your group’s ID. or. Click in the First Name*+ and Last Name*+ fields in the Customer tab and type the name of the customer (do not hit enter. choose General Functions > Search Incident. as shown in Figure 6-3. just type the name) To use the advanced search bar. build your search condition. or anytime you need to search all incidents. The form is laid out in a similar way to the Incident form. To search all records 1. Using the tabs and fields. To reduce the number of records found by the search. The Incident (Search) form is displayed. You can use any of the tabs and fields in the form to specify your search criteria. For instance: Click in the Incident ID*+ field and type the incident number. and contains the same tabs and fields. go to menu View – Advanced Search Bar. Figure 6-3 Incident (Search) Form 2. 38 . enter as much information into the form as you can.Working with Incident/Service Requests  Chapter 6  Searching all records The following procedure describes how to search all incidents.

4. When the search finishes. as shown in Figure 6-4. the search results table lists all of the records that match the search criteria. When you finish entering your search criteria. Scroll through the table to find the specific record you want. open it in the Incident form by double-clicking it in the search results table. 5. When you find the record. click Search. Figure 6-4 Incident (Modify) Form 39 .Working with Incident/Service Requests  Chapter 6  3.

you might want to add work information about the following activities: General Information—Notes about the record. for example. These are just some of the options available from the Work Info Type list on the Work Info tab. Figure 6-5 Incident (New) Form– Work Info Tab 2. 40 . For example. Vendor communication—Notes about communication with a vendor. as shown in Figure 6-5. and include the date. Save the Work Info entry by clicking the Save button.Working with Incident/Service Requests  Chapter 6  Adding Work Info Use the Work Info feature to add work information regarding activities performed on the current record. 3. 1. you might want to add a note that you left a customer a voicemail. Complete the fields in the Add Work Info section. Click the Work Info tab. such as a bulletin received from a vendor. Table 6-1 describes the field definitions.

Report button To see a report of selected work information entries.) Optionally. Up to 3 attachments per entry.Working with Incident/Service Requests  Chapter 6  Table 6-1: Incident (New) form – Work Info Tab Work Info Type Select the type of work information you want to add. Enter a general summary of the work information entry. Select Yes to prevent changes to the entry. Select the source of the information (if appropriate). etc. Customers will see a Work Info entry if the View Access is marked as Public (including attachments). Sensitive information should be marked as Internal (Example: any sensitive data that shouldn’t be viewed by the customer). Enter more detailed information about the entry (cut and pasted notes. detailed descriptions. To add an attachment to the entry. select one or more entries.ucsf. type a general note as to the status of the incident. Date Source Summary Notes Work Status Attachments Locked View/Access 41 . The standard option is “General Information” under the grouping Customer Outbound. Click the ellipsis button (…) and select OK to choose the current date/time. emails. Important: Customers can view the status of an incident via the web site help. and click Report. Select No to allow your entry to be modified later. You may also select a date/time from the past if you are post-documenting. right-click in the attachment table and select Add from the menu.edu (requester console).

From the Advanced Search Selection window. The Work Info Entry displays as shown in Figure 6-6.Working with Incident/Service Requests  Chapter 6  4. From the Navigation Pane of an Incident. and saved. it can be updated. If the entry is not locked. select Advanced Functions > Advanced Search. Enter Work Info Section criteria and Incident Section criteria (such as the Incident ID) and click search. 1. Figure 6-6 Incident Work Info Entry Searching Work Info You can search the Work Info table for information. Matching search data may be viewed by highlighting an item and viewing below. 3. Highlight the entry in the Work Info History table and click the View button. select “Search Incidents by Work Info” and click the Select button. 42 . 2.

use the Total Effort Time area to track the effort time that you spend on an incident. From the Assignment tab. Figure 6-7 Incident Form– Assignment Tab – Total Effort Time To record time worked on an incident 1. the Incident Assignment Log appears as shown in Figure 6-8.Working with Incident/Service Requests  Chapter 6  Recording Time (Effort) On the Assignment tab. Your total effort time is saved in the Assignment Log. Figure 6-8 Incident Assignment Log 43 . you can record that you have assisted with the incident. The Total Time Spent Minutes field displays the total effort time spent on the incident. click the Update Assignment Log button. If you are not assigned to an incident. as shown in Figure 6-7.

you can’t modify it. Initiated: this entry is auto-generated when you created the ticket. your effort entry will have a type of “Assisted”. Create or update effort records as appropriate. or click the MINUS symbol to SUBTRACT minutes. • • If the incident is assigned to you. To delete your effort entry: o You can’t delete your entry. • The effort entry will have a type of “Assisted”. To add your effort (can be done on an incident assigned to you or another person): o Assuming no Assigned effort record exists for you yet. The Total Time Spent Minutes value is a reflection of Assignee Effort only. This time is based on how long you took to create the ticket. Assigned: this entry is manually generated by the Assignee. type the minutes. only they modify (add or subtract). in the “Effort Time Spent (Minutes)” field. o Note: Once you create an entry for another person. make sure your assignee group and name are populated.Working with Incident/Service Requests  Chapter 6  Note: There are three types of effort entries. find the assignee group and name of the other person. Click the PLUS symbol to ADD minutes. type the minutes. Click the Add button. 2. type the minutes. but you can modify it to zero minutes. in the “Add Assisted Assignment Log” section. To add effort for another person: o Assuming no Assigned effort record exists for this person yet. even if the Assignee Effort Duration is 1 minute. To update your effort: o Highlight your Assigned entry in the table (your name appears as Assignee). Assisted: this entry is manually generated by the Assignee. in the “Add Assisted Assignment Log” section. In the “Effort Time Spent (Minutes) field. 44 . If the incident is assigned to someone else or the group only. Click the Add button. In the “Effort Time Spent (Minutes) field. From the “Update Assignee Effort Duration” section. your effort entry will have a type of “Assigned”. Note: You may see large Business Hours Duration and Actual Duration times.

If you need to change the Incident Assignee (reassign an incident). you can do so manually by selecting a new Company. Group. and clicking Save. 45 . pages 28-30. and/or Assignee. Organization.Working with Incident/Service Requests  Chapter 6  Assignment Assignment is explained in Chapter 5.

Sending email You can send messages about the current record using the Incident Management Email System.Working with Incident/Service Requests  Chapter 6  Sending Email Messages Incident Management gives you the ability to send messages to either individuals or organizations. Figure 6-9 Email System dialog box 46 . From the Incident Management console. You can use this function to send email to any valid email address. 2. choose Functions > Email System. This might include an SMS recipient or wireless PDA user. In the navigation pane. 1. This section describes how to send an email message manually. as shown in Figure 6-9. The Email System dialog box appears. if you can send email to the device. open the incident from which you want to send an email message.

these buttons let you insert the following values: o Status o Summary o Details o Resolution Note: If one or more of these buttons appear disabled. if there is a current contact assigned to the record. 4b Click Search. Click Send Email Now. and then select. the contact’s name with contact information appears in the table and is the default recipient. you can see more information about an individual by selecting their name from the list. Click Open. to which you can append text or over-type. Email Message Body—You type the message text here. then clicking View. lets you automatically insert text from the record into the message text. The Add Attachment dialog box appears. separated by a comma (for instance. Indicate the recipient by selecting one of the following options: Current Contact—When you open the Email System form. click Select Current Assignee. 47 . To do this. See the list that follows for a description of the fields. the internet email address updates from the people record. Complete the email information fields. it means the corresponding field in the record contains no information. 5.Working with Incident/Service Requests  Chapter 6  3. 4. Details of the attached file appear in the table. When you select the email recipient. as described in steps 3 and 4. 4c When the search finishes. This opens the People form. Navigate to. perform the following steps: 4a Complete the fields in the People Search Criteria area. right-click inside the Email Attachment table. Email Subject Line—By default. the file you want to attach. Email Attachment—You can attach a file to the email message (you are limited to just one attachment). Internet Email—This displays the recipient’s email address. then click Add. The current assignee’s name with contact information appears in the table. To select another recipient. A series of buttons. the subject line contains the incident ID number. You may also type another email here. to the right of the Email Message Body field. which contains detailed information about the recipient. If you need help determining the correct name in the list. select the recipient’s name in the search results table. Current Assignee—To select the current assignee. their Pager email address). 6.

From the Incident Management console. Figure 6-10 Incident Form – Relationships Tab 3. This section describes how to define a relationship.Working with Incident/Service Requests  Chapter 6  Defining Relationships You can create relationships amount records and services across ITSM. 4. as shown in Figure 6-11. For example. select the type of record to which you want to relate the current record. to relate your incident to a problem investigation. Click the Relationships tab. Click Search. as shown in Figure 6-10. Figure 6-11 Problem Relationship Search 48 . 2. From the Request Type list at the bottom of the Relationships tab. open the incident from which you want to define a relationship. 1. A dialog box appears that allows you to perform a search. select Problem Investigation from the Request Type list.

7. click View CI Unavailability. c To see information about the record that generated the unavailability. Broadcasts can be generated from other ITSM application modules. To relate the current record to the selected unavailability record a Click Relate. An information message dialog box appears. select the record with which you want to create the relationship. 11. If there are events for the related item. To link a record a Click Linked Incident. select the type of relationship you want to create. click Details. 8. Relate the current record to the selected unavailability record. 10. Click Close to close the search dialog box. b To see additional details about the unavailability. click Details. select one of the following options: Relate the current record to the originating record. Try to supply as much information as possible in the search dialog box to reduce the overall number of records returned by the search. Complete the search criteria tabs with the relevant information.Working with Incident/Service Requests  Chapter 6  Note: The content of the dialog box depends on the type of record you chose in the Request Type list. then click Search. This dialog box shows all current broadcasts that have been generated and related to the associated item. From the Relationship Type list at the bottom of the search dialog box. From the search results table. 5. too. In the Current Events dialog box. To see additional details about the originating record. To relate the current record to the origination record a Select the broadcast from the list. The matching results appear in a search results table. The lower table lists any current Unavailability recorded in an incident. displaying a confirmation message. Click Relate. 49 . Link a record. 9. The Relationships tab appears with the newly created relationship visible in the Relationships table. 6. Click OK to dismiss the dialog box. b Click Originating Record. the Current Events dialog box appears.

Working with Incident/Service Requests  Chapter 6  Relating as Duplicates You can relate an incident to another as a duplicate. 3. 10. from the Relationship Type list. The Incident Relationship Search dialog box closes. from the Relationship Type list. Click the Relationships tab. 5. 9. 7. its Operational and Product Categorizations and Resolution fields are copied to the related duplicates. If the current incident is a duplicate of the original incident. 6. Figure 6-12 Incident Relationship Search Select the duplicate incident. When someone resolves or closes the original incident. From the Request Type list. then click Search. If the current incident is the original incident. open an incident currently being investigated. marking them with a status of Resolved. with a status reason of Pending Original Incident. The Incident Relationship Search dialog box appears. which the selected incident duplicates. 1. click the Support Console tab if it is not selected. then click Search. select Original of. Enter the search criteria to locate the original incident. 50 . select Incident. Click Save. The two incidents are related as duplicate and original. Incidents matching the search criteria appear on the bottom half of the form as shown in Figure 6-12. The original incident resolves all of its duplicates. The status of the duplicate incident is Pending. 4. select Duplicate of. 2. On the Incident Management console. From the navigation pane. 8. Click Relate.

as shown in Figure 6-13. From the navigation pane in the Incident form. For example. or you can create reminders that are associated with a specific request. 51 . The location from which you create or view a reminder determines which reminders you see: Incident Management console—You can view all reminders that you created. You can only create a task after the incident is created. You can create and view reminders from either the Incident Management console or from within a specific incident. choose General Functions > Reminders. 1. Click the Create Reminder tab. You can send the reminders by email or by BMC Remedy Alert. Setting Reminders Use reminders to create notes for yourself and others. you can send yourself a note about a specific incident to remind yourself to follow up on it. 2. Incident form—You can view all reminders associated with that incident. This includes reminders created by other users of Incident Management. perform either of the following steps: From the navigation pane in the Incident Management console. The Reminders window opens. You can create generic reminders. If you open a record and create a reminder. and can specify when they will be sent. the reminder is specific to the open record. the reminder is general in nature.Working with Incident/Service Requests  Chapter 6  Working with Tasks You can assign tasks to one or more people without changing the assignment of the incident. choose Functions > Reminders. See Chapter 7 for working with Tasks. Note: If you create a reminder from the application’s main console. To open the Reminders dialog box.

The Request-ID field links the reminder to the open record. If you need more space to type the entry. or a support group. 3. type the name of the person or group to whom you want to send the reminder. 4. You can type the information directly into the field. 7. enter the date and time you want the application to send the reminder. select. From the Notify list. skip the next step. the Time field contains the current date and time. 52 . 6. another dialog box appears that allows you to specify which of the matching names you want to receive the reminder. enter information about the reminder. then delete the contents of the Link to Request-ID field. In the Time field. select either Individual or Group. or you can click the button next to the field and select the date and time from the calendar that appears. 5. A larger text entry box appears. In the Subject field. By default. If you type a person’s name IN ALL CAPS and press ENTER. click the ellipsis (browse) button next to the field. To remove the link between the reminder you are creating and the open record. In the Recipient field. the application automatically populates the AR Login field. If the application discovers multiple matches with the name you entered. The Request-ID and Form fields are populated automatically by the application. depending on whether you are sending the reminder to a single person.Working with Incident/Service Requests  Chapter 6  Figure 6-13 Reminders Note: If you are creating the reminder from the main console.

Click Save. A confirmation message appears. 53 . type the reminder message text. Click Close to close the Reminders dialog box. 9. If you need more space to type the entry. In the Message field.Working with Incident/Service Requests  Chapter 6  The information in this field appears in the subject line if the reminder is sent by email. The reminder is sent at the time you specified. 10. click the ellipsis button next to the field. 8. A larger text entry box appears.

To search using the incident’s operational categorization. To search using the incident’s product categorization. known errors. problem investigations. click the Support Console tab if it is not selected. choose Functions > Incident Matching. Select the appropriate check boxes to search for incidents. You can search for this information in other incidents. 2. problem investigations. click Current Product. 6. and solution database entries. in the Search By Product Categorization area. 1. as shown in Figure 6-14. problem investigations. Matching incidents. The Incident Matching dialog box appears. On the Incident Management console. 7. 54 . known errors. The product categorization fields populate with the current incident’s product categorization. you can specify the other fields in the search criteria pages. 3. click Current Operation. Open an incident. and solutions are listed in the tabs at the bottom half of the dialog box. in the Search By Operational Categorization area. 8. 4. known errors. The operational categorization fields populate with the current incident’s operational categorization. In the navigation pane. 5. Click Search.Working with Incident/Service Requests  Chapter 6  Searching for a Solution You can search for information that might help resolve the current incident. or solution database entries. To further filter the search results.

c On the top half of the screen. such as matching known errors. If a solution or work-around is available. This tab displays details of the selected record. perform the following steps: a On the bottom half of the screen. then continue with “Moving the incident to the resolution stage.” 55 . To relate the record and copy the solution to the resolution of the incident. 13. select Resolved by. 10. If the record resolves the current incident. click the appropriate tab. Alternatively. b Select the appropriate record. click the appropriate Search and Solution tab. from the Relationship Type list. 12.Working with Incident/Service Requests  Chapter 6  Figure 6-14 Incident Matching . such as the View Known Error Solution tab. 11. click Relate Without Solution.Solutions 9. To view details of a matching record. then within that tab click the solution tab. click Relate with Solution. to relate the record without the solution. This tab lists matching records. such as the Known Error Search and Solution tab. such as the Known Errors tab.

click the Support Console tab if it is not selected. The priority and weight are calculated based on the impact and urgency. 56 .This is the default value. 2. you can propose an entry. Scheduled for Correction. The Known Error form appears. On the Incident Management console. Select whether view access is internal or public. In the navigation pane. you can adjust the weight. Select the impact and urgency. 7. choose Create Other Requests > Create Known error. Assigned to VendorNo Action Planned6. Creating a known error from an incident 1. The relevant details from the incident are copied to the known error. Open an incident. 5. Figure 6-15 Known Error 4. Enter a brief description of the known error in the Summary field.Working with Incident/Service Requests  Chapter 6  Creating Known Errors and Solutions If the incident resolution is a known error or a good candidate for the solution database.An infrastructure change is planned to correct the known error. If required. Select the appropriate status. as shown in Figure 6-15. 3. and indicates that someone is assigned to work on the known error. but has not yet been planned or completed. Assigned.

18. 17. Otherwise. as shown in Figure 6-16. 9. Complete other fields as required. select the company. Problem Manager Default Group selects the appropriate problem manager. In the Known Error Details area. 16. If you want the known error to be viewable in Incident Management. select the appropriate problem manager. Click the Assignment tab. 8. and product categorization. as shown in Figure 6-17. Enter a detailed description of the known error in the Notes field. 13.Working with Incident/Service Requests  Chapter 6  This field is for informational purposes to indicate whether the known error is for internal consumption or for public consumption. You can leave the Known Error Assignment blank for the problem manager to select. based on the known error company. 14. Figure 6-16 Known Error – Classification tab 10. 12. Select the appropriate product categorization. 11. set Searchable to Yes. for Set Assignment using. 57 . Click the Classification tab. If your default problem manager is configured. service. select Problem Manager Default Group. Click Save. Select the appropriate operational categorization. Figure 6-17 Known Error – Assignment tab 15.

Click the Resolution tab. 2. as shown in Figure 6-19. as shown in Figure 6-18. Open an incident.Working with Incident/Service Requests  Chapter 6  Creating a solution from an incident 1. 58 . 3. click the Support Console tab if it is not selected. The resolution details are already copied into the form. The Solution form appears. Figure 6-18 Incident – Resolution tab 4. On the Incident Management console. Click Create and Edit Solution.

Edit the form as required. and assigns the solution entry to the appropriate support group. sets the view access to Internal. 6.Working with Incident/Service Requests  Chapter 6  Figure 6-19 Solution Form 5. Click Save. 59 . click Quick Create Solution. This copies the resolution details into the form. submits the solution entry as Inactive. Tip: To avoid editing the Solution Database form.

root cause analysis might be required to identify the underlying problem. the assignee is notified. 2. you should escalate it to the problem management process. Open an incident. Select the appropriate values for impact and urgency. In the navigation pane. On the Incident Management console. you can create a problem investigation from an incident. Product and Service Categorization.] If the incident is still open when the related problem investigation is completed. see Chapter 8. If you have access to Problem Management. [For more information on Problem Management.Working with Incident/Service Requests  Chapter 6  Creating a Problem Investigation from an Incident If you are not able to resolve the incident. The Description. Figure 6-20 Problem Form 4. choose Create Other Requests > Create Problem. For example. 5. The values for priority and weight are calculated based on your selections for impact and urgency. A Problem Investigation form appears. the incident assignee is notified when a work-around or permanent solution is found. 3. If the problem investigation results in a known error. and Resolution fields from the incident are copied to the problem investigation. 1. Type a description of the problem in the Summary field. Impact and Urgency. click the Support Console tab if it is not selected. A relationship is created between the problem investigation and the incident. as shown in Figure 6-20. 60 .

6. Urgency—Reflects how quickly a problem must be resolved. or the time available to reduce the impact of the problem on the business. 61 . To enter optional recommended information: a Click the Classification tab. b Select the appropriate operational categorization c Select the appropriate product categorization d Select an investigation driver e In the Investigation Justification field. the criticality of the system affected. Click Save to save your changes and set the status to Under Review. click the Assignment tab. type the reason you are requesting the problem investigation f Enter the target resolution date 7. If Problem Management auto assignment cannot find a match to assign the investigation. If prompted. and the problem location is set to your location. Impact can be measured by the number of people affected. Problem Management sends notification to the problem manager that somebody has requested a problem investigation. and complete it. which might be related to the extent to which service has degraded from agreed service levels.Working with Incident/Service Requests  Chapter 6  Impact—Reflects the extent to which the problem affects the business. you are prompted to assign the investigation. and the loss of revenue as a result of the service degradation or disruption. 8. The Requester field is set to you.

Change usually refers to a simple stand-alone change activity. as shown in Figure 6-21. On the Incident Management console. If the Change Management application is installed and you have permission to use the Change Management application. 62 . Select the Change Type for the change request. Use this field to further categorize the request according to your organization’s change type definitions. choose Create Other Requests > Create Change. 2. A Change Request form appears. you can create an infrastructure change from an incident. In the navigation pane. the assignee is notified. you should initiate the change management process.Working with Incident/Service Requests  Chapter 6  Creating an Infrastructure Change from an Incident [OAAIS] If infrastructure change is required to permanently resolve the incident. 1. 3. The Product and Operational Categorization are copied from the incident to the infrastructure change (these should be manually replaced) as well as the Description. Open an incident. If the incident is open when the change is completed. click the Support Console tab if it is not selected. A relationship is created between the change and the incident. Figure 6-21 Infrastructure Change (New) Form 4. Impact and Urgency fields.

Click the Classification tab. Modify information as needed in the required fields on the Requester tab. Select the Urgency to indicate the importance the requester assigns to the change request. as shown in Figure 6-22. usually based on the CI involved o Awareness of the future impact on the business 9. or other group that controls access to the change request. Select the Risk Level to indicate the relative risk associated with the change. The default value is 4-Minor/Localized. The default value is Risk Level 1. or the time available to reduce the impact of the change on the business. Support Company. the criticality of the system affected. and Last Name. The Support Company is the organization or group that the change request is assigned to. and the loss of revenue as a result of the service degradation or disruption.Working with Incident/Service Requests  Chapter 6  Project and Release see change requests that are part of larger scale changes. for example. you might see other options as well. and usually consist of multiple change requests related to each other. 63 . Select Impact to reflect the extent to which the change affects the business. 5. you can specify that company. 8. based on your login. The Risk Level is used as a criterion to determine required approvals. 11. Enter information into the required Change Location Company field. 10. Urgency reflects how quickly a change must be implemented. The following factors can be used to determine Impact and Urgency: o Number of customers affected by associated Incidents o Duration and scope of the service disruption o Availability of a solution or work-around o The type of service being disrupted. The Change Location Company field is especially important in a multitenancy environment. from 5 (highest risk) to 1 (lowest risk). First Name. Depending on which ITSM applications are installed. department. This information is auto-filled. You can also click the Compute Level icon to open the Risk Assessment Questions dialog box. 6. Impact is often directly related to the extent to which the service has degraded from agreed service levels. The default value of the Urgency field is Low. In this field. 7. Impact can be measured by the number of people affected. enter a brief description of the change. In the Summary field.

so that the approvers can assess its magnitude: o Emergency—Resolves an incident or problem deemed critical to the business continuity where a work-around is not sufficient. Priority indicates the relative order in which changes should be addressed.Working with Incident/Service Requests  Chapter 6  Figure 6-22 Infrastructure Change (New) Form – Classification tab The Classification tab is used to describe the change and show which products and services are affected by the change. 13. Emergency changes require approval by the CAB. It is influenced by considerations of risk and resource availability. Select the timing. Expedited changes require approval by the CAB. The default value is Normal. o Normal—Standard change (for example. but is primarily driven by a combination of urgency and impact. o Latent—Change that has already been performed (for example. In the Notes field. o Expedited—Enterprise-wide impact with an associated risk. Select the Priority to identify the importance you (as support staff) assign to the change request. The default value of the Priority field is Low. a PC upgrade) that is typically pre-approved and requires only approval by the Change Manager. 14. o No Impact—Has no impact on the infrastructure and requires no approval. Timing specifies the relative urgency of the change. if a task implementer is assigned to replace the hard drive on a PC and then decides to upgrade the memory while the box open is open) and requires approval after the fact. enter a more complete description of the change request. Latent timing automatically sets the request status to Completed after you save the change request. The Timing of the change request is required before it can be submitted. 64 . 12.

Categorize the change request by filling in the categorization fields. The Change ID field is automatically populated with the ID number of the change request when you save the request. Click the Set Assignment using field and select “Auto Assign” then click the Set button. Figure 6-23 Infrastructure Change (New) Form – Assignment tab 18. as shown in Figure 6-23. 19. 17. Change reason information can be helpful if the request needs to go through the approval process. Click Save. 16. Select a Change Reason to indicate the business reason for implementing the change request. 65 .Working with Incident/Service Requests  Chapter 6  15. Click the Assignment tab.

Working with Incident/Service Requests  Chapter 6 

Pending
The main purpose of this activity is to mark the status an incident as Pending. The goal of an incident is to resolve and recover from the service disruption to enable the customer to resume work. However, sometimes work on an incident may need to be temporarily suspended due to lack of information from the customer, waiting for information from a vendor, testing, etc. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Change the status to Pending. 4. Select an appropriate Status Reason, as shown in Figure 6-24. The status reason indicates a reason why work has temporarily been suspended.

Figure 6-24 Incident Form – Status Reason (Pending) 5. Click Save.

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Working with Incident/Service Requests  Chapter 6 

Resolving
The main purpose of this activity is to resolve and recover from the service disruption to enable the customer to resume work. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Click the Resolution tab, as shown in Figure 6-25.

Figure 6-25 Incident Form – Resolution Tab 4. Type an entry in the Resolution field. For example, if a customer called with a printer problem, the resolution may have been to “Use alternate printer.” Alternately or concurrently, you may select Resolution Categorizations. 5. If appropriate, you can complete the Resolution Method and Cause fields. 6. Select a Status of “Resolved”. 7. Select an appropriate Status Reason, as shown in Figure 6-26. The status reason can indicate action required before the incident is closed.

Figure 6-26 Incident Form – Status Reason (Resolve) 8. Click Save.

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Working with Incident/Service Requests  Chapter 6 

Reopening/Closing Reopening a resolved incident
If the recorded resolution did not resolve the incident, you can reopen the incident. This moves the incident back to the status of In Progress. Note: If the incident is closed, it can be reopened only by an administrator, support group lead or support group manager for the group that owns the incident. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Change the Status to In Progress. 4. Click Save.

Closing an incident
The main purpose of this activity is to make sure that the incident has successfully restored the service to the customer and that the customer is satisfied with the outcome. When the customer agrees that the incident can be closed, review the incident record for completion and, if appropriate, create a solution database entry. If you leave an incident as resolved, after 5 calendar days the Incident Management application closes the incident. Note: After you close an incident, it can be reopened only by an administrator, support group lead or support group manager for the group that owns the incident. You can continue to add Work Info entries, but you cannot modify the incident. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Review the Incident form to make sure it is complete and accurate. 4. Change the Status to Closed. 5. Set the Status Reason (optional) 6. Set the Closure Source (optional): This list is located on the Resolution tab. Select Support Agent. If the customer closes an incident from the Request console, this field is set to Customer. The system is configured to close an incident 5 calendar days after the incident is resolved; when this happens, the Closure Source value is System. 7. Click Save.

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The notifications appear on the Notification Audits tab. click the Notification Audits tab.Working with Incident/Service Requests  Chapter 6  Viewing the Audit Log You can view field changes and notifications for the incident. as shown in Figure 6-27. select the appropriate audit type. The Audit Type list provides selections for fields. choose Functions > View Audit Log. To filter the list. such as Key Dates. 69 . it creates an audit entry for each field and relationship that is modified. 3. 2. such as Status. Open an incident. The Incident Audit Log dialog box appears. Figure 6-27 Incident Audit Log – Form Audits tab 4. Changes to fields appear on the Form Audits tab. To see notifications. 5. All notifications that are sent from an incident are audited. The Login ID of the individual making the change appears next to the audit entry. click the Support Console tab if it is not selected. 1. In the navigation pane. On the Incident Management console. The filter displays audit records for changes to the selected field or fields. and groups of related fields. The application generates an audit entry when notifications are sent. and also when the record is modified.

Close the Business Objects dialog box. Select the record you want to print. 1. Note: If you already have the record open and want to print it. From the navigation pane in the Incident Management console. Click the Print icon on the menu bar at the top of the dialog box. select Print. 3. 70 . allowing you to view the record before you print it. When the print confirmation dialog box appears. click the Print icon to send the record to your local printer. then go to step 4. . 5. 2.Working with Incident/Service Requests  Chapter 6  Printing You can print a copy of a record to keep for filing purposes or to share with someone who does not have access to the application. The Business Objects Report Preview dialog box appears. choose General Functions > Search Incident. 4. At the bottom of the console. click Print at the bottom of the form to open the Business Objects Report Preview dialog box. Use this procedure to print a record. then click Execute. from the Quick Actions list.

or a problem. Incident Management lets you create ad hoc tasks for open incidents. The status of these tasks in Incident Management can be staged. There is no limit to the number of tasks that can be created. if you close the task. you must select whether you are canceling the task or completing it as a success or failure. an incident. closed. Tasks for the same request can be assigned to different assignees. or bypassed. The Tasks tab is displayed. Multiple tasks can be associated with a change. which are not applicable to incident management. Creating Tasks 1. pending. assigned. From an existing Incident record. You can manually set the assignment for any task. Finally. click the Tasks tab. as shown in Figure 7-1. Figure 7-1 Associated Tasks– Tasks Tab 71 .Task Management  Chapter 7  Chapter 7 Task Management Overview A task is the smallest unit of work that needs to be performed to fulfill a service request or a request for change. Tasks facilitate the timely and accurate resolution of requests that are complex or need several steps completed before the request can be closed. Change implementers and service desk technicians can also assign tasks to themselves. you can assign ad hoc tasks to one or more people without changing the assignment of the incident. as appropriate. who are then notified. In Incident Management. Working with Tasks You can assign tasks to one or more people without changing the assignment of the incident. work in progress. The waiting status is used only for automatic tasks.

displayed in Figure 7-3. Type a detailed summary of the task to be performed in the Summary field. click Create Work Info. as appropriate. The Task form appears. 4.Task Management  Chapter 7  2. Select “Ad hoc” from the Request Type field and click Relate. Figure 7-3 Work Info Entry of New Task 72 . as well as in notification messages. 5. as shown in Figure 7-2 Figure 7-2 New Task 3. The task name appears in the summary on the Tasks tab. . 6. Complete other fields on the form. Type a brief description of the task in the Name field. To record work information for this task: 6a On the General tab.

Click the Assignment tab and set the Assignee information. click Personal. 6. Tasks assigned to you will appear in the Assigned Work area. page 8. The Task form will appear in search mode. Console View section. open the Overview Console. 10. Notification is sent to the task assignee. Click Save. In the navigation pane. schedule the start and end dates. 73 . Click Search. 1. [see Chapter 10] Searching for Tasks (Assigned to Other People) You can search for tasks assigned to other people though the Overview Console.g. Console Functions section. as shown in Figure 4-1. with the Request ID of “TAS”. Closed Tasks) In the navigation pane. select “Task”. as described in Chapter 5 on page 29. 9. If appropriate. 2. open the Overview Console. Viewing Tasks (Assigned to You) You can view tasks assigned to you though the Overview Console. Enter search criteria as needed to search for the record (e. Open Tasks. page 8. 6c Click Save. The Select Request Type dialog box appears.Task Management  Chapter 7  6b Complete the form. the “Select Status Values” option can adjust what kind of Tasks you see (All Tasks. Click Select. 11. Click Search. Task ID). 7. the “Application Preferences” section can affect if you see Tasks or not. From the IT Home Page. [Infrastructure Change Task will appear] 4. In the navigation pane. 8. as shown in Figure 4-1. 3. 5. From the Request Type list. From the IT Home Page. Console Functions section.

You can identify potential problems to investigate by: Searching incidents by a specific CI. A problem investigation helps an IT organization get to the root cause of incidents. Problem management can proactively prevent the occurrence of incidents. A Solution Database entry contains information that might be required to provide or restore a service. Analyzing the IT infrastructure to identify a problem that could potentially lead to incidents. From the IT Home Page. ideally the problem can be resolved before it becomes an incident. An important ITIL objective is investigating and resolving problems in a continuing effort to cut costs and improve services. errors. Page 61]. open the Problem Management console. The Problem Investigation form appears. and additional problems. It initiates actions that help to improve or correct the situation. A known error is a problem that has been successfully diagnosed and for which a temporary work-around or permanent solution has been identified. as described in “Working with relationships” in Chapter 6. Additional problems can be identified and recorded in Problem Management. After a problem investigation identifies the cause. Page 49. From the Assigned Work area. or company to identify trends regarding recurring incidents. if computers are running low on disk space. known errors. 3. categorization. this information results in either a known error or a Solution Database entry. 74 . and Solution Database entries. such as disk space getting low on a server. preventing the incident from recurring. 2. click the Support Console tab if it is not selected. 1. as shown in Figure 8-1. Note: When you record a problem that is related to one or more incidents. On the Problem Management console. select the investigation and then click View. Looking at capacity management or availability management for potential problems.Problem Management  Chapter 8  Chapter 8 Problem Management Overview The Service Desk: Problem Management application is used by Problem Managers [functional role required] to manage problem investigations. For example. Investigating and Diagnosing an Existing Problem Investigation Some problem investigations are initiated by support staff through Incident Management [see Chapter 6. you should record the relationship.

For Assign to Vendor. you can type the vendor contact information. Figure 8-2 Problem Investigation – Vendor tab 7. Click the Vendor tab. you can select the vendor. Complete the Vendor Information tab. Click the Assignment tab. you must communicate with the vendor as appropriate. as shown in Figure 8-2. as appropriate. Important: If you assign an investigation to a vendor. 6. Problem Management does not notify the vendor.Problem Management  Chapter 8  Figure 8-1 Problem Investigation Documenting work with a vendor Use this procedure to track investigations that require vendor support. 75 . 5. 4. and to indicate when you assign an investigation to a vendor. select Yes. If the vendor is already defined. If the vendor is not listed on the menus.

2. After you record the root cause.Problem Management  Chapter 8  The Internet Email field is for information only. Root cause selections are configured by your administrator. relate the investigation to the known error from the Relationships tab. Click Save. 5. Indicate the date that you assigned the investigation to the vendor. Figure 8-3 Problem Investigation – Workaround/Root Cause 4. 8. 3. In the Process Flow Status area. Click Save. you can record it. Problem Management does not send email to the vendor. When you determine the root cause of the problem. Select the root cause. 7. If a recent change is the root cause. Open a problem investigation. 9. the incident assignee is notified that a work-around is identified. 76 . 6. Type the information in the Workaround field. The Problem Investigation Workaround dialog box appears. Recording a work-around and the root cause It is important to record known work-arounds because work-arounds are viewable from Incident Management when searching for answers. 8. On the Problem Management console. as shown in Figure 83. in the Investigation and Diagnosis box. the problem investigation can be submitted as a known error or solution entry. click the Support Console tab if it is not selected. and if a related incident is not yet closed or canceled. relate the investigation to the change request from the Relationships tab. choose Generate Work Around/Root Cause. The Root Cause options available for selection depend upon the product and organizational categorizations that are associated with the root cause. 1. If a known error is the root cause.

Select the appropriate Status Reason If you select Known Error or Solution Database. 5. then select Known Error from the Status Reason list. 4. Important: After you close a problem investigation. and that you have verified the problem data for integrity and accuracy. Type a description of the work-around in the Work-around field. Review all information about the form before you close the investigation. 11. 77 . On the Problem Management console. 10. Important: If infrastructure change is required to permanently resolve the problem. 3. Complete the fields in the Add Work Info area to describe the work performed to complete the problem 9. you can no longer modify it. 7. 12. Complete the form and save it. 1. the Solution Database form appears. Verify that the problem investigation details are complete. such as Completed. the details of the problem investigation are copied to a new known error or Solution Database entry. Complete the form and save it. Select the root cause. the incident assignee is notified that the investigation is complete. click the Support Console tab if it is not selected. 4. The end result of the investigation might be a known error record or solution record. 3. 5. 6. and details from the problem investigation are copied into the form. On the Problem Management console. create the change request from the known error. If the status reason for the investigation is Solution Database. Open a problem investigation. the Known Error form appears. 2. Change the Status field to Closed. Click Save to save your changes. 2. Note: If the problem investigation is related to an incident that is not yet closed or canceled. select the appropriate option. If the status reason for the investigation is known error. 8. Click the Classification tab. click the Support Console tab if it is not selected. Closing a problem investigation Closing a problem investigation indicates that you validated the results.Problem Management  Chapter 8  Resolving a problem investigation The main purpose of this activity is to resolve the problem. The status of the investigation is set to Completed. Open a problem investigation. and details from the problem investigation are copied into the form. Select the appropriate product categorization. After you save the problem investigation. that the results have been accepted by the customer. In the Status field. 1.

incidents and search forms are preset when the application is installed on your computer. as shown in Figure 9-1. Open Options Window 1. 78 . Figure 9-1 User Tool Options Window – General Tab In the General tab of the Options window you can set several options that affect appearances of the User Tool workspace. Under the General tab choose your options. From the menu bar select Tools Options. The Options window is displayed. Table 9-1 describes the General tab option definitions. 2. You can modify these options by customizing them to suit your preferences.Setting the User Tool Option  Chapter 9  Chapter 9 Setting the User Tool Options Overview Options that control the appearance and behavior of various aspects of Remedy.

the workspace will appear as it was when you closed it. On Open: Show Advanced Search Bar Maximize Window If selected. Search Path: Number of Items in Recently Used List: 79 . the window will be maximized.Setting the User Tool Option  Chapter 9  Table 9-1: User Tool Options – General Tab On Startup: Maximize BMC Remedy User Prompt for Login If selected. This option has been set as default by the Administrator and can’t be modified. If selected. when a new incident or search form is opened. On certain forms. Do not modify this option. you can specify from 4 to 9. the next time you open Remedy. the Advances Search Bar is always displayed when a form is opened in search mode. including the widows that were open. The default it 5. You will always be prompted to login with your User Name and Password when opening Remedy. Flat Look on Forms On Exit: Save Window Workspace If selected. Specifies the number of recently used items under the File menu. their size and position. removes 3d visual effects of fields. the User Tool window will maximize (fill the screen) on start-up.

Figure 9-2 User Tool Options Window – Behavior Tab In the Behavior tab of the Options window you can set the behaviors of a form for the different modes. You can also specify the field menu display behavior.Setting the User Tool Option  Chapter 9  3. Table 6-2 describes the Behaviors tab option definitions. as shown in Figure 9-2. 80 . choose your options. Under the Behaviors tab.

or both from the View menu.) 81 . the results list. If it is in New mode.Setting the User Tool Option  Chapter 9  Table 9-2: User Tool Options – Behaviors Tab On New: (and) On Search: Clear All Fields (default and recommended setting for Search form) deletes all information in the form fields when you open the form. To have all matching results returned. You can fill in the appropriate fields to create a new request or to specify search criteria. The maximum value you can enter is 9999. To set no limit for the number of requests. the form is cleared if it is in Search mode. You can change this information. clear the check box. or both after the current search by selecting Details. increase the value in this field. the Limit Number of Items Returned is set to 1000. and a message informs you that there are more matching requests that are not shown. only the number of requests specified are displayed. Set Fields to Default Values (default and recommended setting for New form) fills the form fields with all default field values defined by you or by the form. On Search: Limit Number of Items Returned In this field. as required. to create a new request or perform a new search.) If no default values are specified. the fields are left blank. By default. If your search matches more than this number. Show Result List Only You can select the Show Results List Only check box to view only the results list after every search. and perform your search again. as required. The first time a form is opened. Keep Previous Field Values retains the information entered the last time this form was used to create a new request or to perform a search. (You can change these values. to create a new request or to specify new search criteria. you can specify the maximum number of requests that are returned when you perform a search. Results. (After a search you can also choose to view the details pane. default field values are set.

with R on top of D. except when the menu exceeds four levels. Diary Field: Show Most Recent First Pane Layout: Four graphical options The four options change the way the Results and Display window panes are organized. entries in the diary field will be viewed by the most recent entries first. Smart menus display menus in standard Popup menus. In this case. List boxes display menus in tree views. or the total number of menu items exceeds 200. the menu is displayed as a list box.Setting the User Tool Option  Chapter 9  Table 9-2: User Tool Options – Behaviors Tab continued Field Menus: Display As Popup menus are the default display. The default and recommended option is number 3. Select Expand at Startup to cause all levels of list box menus to be displayed at the time the menu is opened. 82 . If selected.

choose your options.Setting the User Tool Option  Chapter 9  4. Changing fonts can change the size of the form. as shown in Figure 9-3. required fields are displayed in boldface and system-generated fields are displayed in italic font. Optional fields are displayed with normal font. Figure 9-3 User Tool Options Window – Display Tab Options under the Display tab will change the font. If you do not like the new appearance of the form. 83 . If you modify the display settings. and size for the different types of fields used in the forms. Under the Display tab. return to the default. you can always return the field to this default. choose fonts that continue to differentiate these fields from one another. If you make changes that you do not like. The form may compensate for font changes to maintain field alignment and avoid overlapping. Each field has a default setting (recommended). style. Note: By default.

84 . as shown in Figure 9-4. Figure 9-4 User Tool Options Window – Color Tab In the Color tab of the Options window you can change the background color of your forms. click the Set All to Default button. choose your options.Setting the User Tool Option  Chapter 9  5. To set the colors back to the default colors. Select individual Window Types to Preview form colors currently assigned. The Color tab changes the background color of the forms only. Under the Color tab.

you can choose to see a confirmation when you create a new incident or delete a Macro.Setting the User Tool Option  Chapter 9  6. choose your options. 85 . Under the Confirmation tab. Report. as shown in Figure 9-5. Figure 9-5 User Tool Options Window – Confirmation Tab In the Confirmation tab of the Options window. or Saved Search. Table 6-3 describes the Confirmation tab option definitions.

confirming that you have successfully created a new request. causes a message to appear when you attempt to delete a macro. You must confirm to delete the macro. causes a message to appear when you attempt to delete a saved search. You must confirm to delete the report. The message lists the Request ID.Setting the User Tool Option  Chapter 9  Table 9-3: User Tool Options – Confirmation Tab After Creating a New Request When Deleting a Macro When Deleting a Report When Deleting a Saved Search If selected. If selected. causes a message to appear when you attempt to delete a report. You must confirm to delete the saved search. If selected. If selected. causes a message to appear when you save a new request. 86 .

Any new report you create will automatically have these settings. you can set default preferences for all new reports. To change settings for individual reports. Under the Reports tab. choose your options. as shown in Figure 9-6. Table 6-4 describes the Reports tab option definitions.Setting the User Tool Option  Chapter 9  7. use the Page Setup tab of the Reports Properties dialog box. Figure 9-6 User Tool Options Window – Reports Tab In the Reports tab of the Options window. 87 .

Chars per line Use printer default page size Margins: Left and Right These margins specify the number of blank characters from the left and right edges of the page. You can set it to Landscape (wide). page. or none. The user settings are ignored. Top and Bottom Misc. 88 . page. Defaults: Page break per Column titles per Enable report to application You can specify a page break per request. This setting is used for reports sent to the screen or to a file. the orientation is set to Portrait (long). This setting is used for reports sent to the screen or to a file. the margins are set to 1 line. You can specify a column title per request.Setting the User Tool Option  Chapter 9  Table 9-4: User Tool Options – Reports Tab Default Page Size: Orientation Lines per page By default. For printed reports. If you select this check box.ini” file. This enables the Report Export To Application command. you must select this option. By default. You must also provide the appropriate settings in the “dde. this information is provided by the printer setup. this information is provided by the printer setup. the margins are set to 0 characters. These margins specify the number of blank lines from the top and bottom edges of the page. the page settings are reset to the default page size of the printer being used. To be able to send a report to another application. For printed reports. or none. You can set the maximum number of characters per line to determine when long lines will be wrapped. By default.

\t = tab. \n = return.Setting the User Tool Option  Chapter 9  Table 9-4: User Tool Options – Reports Tab continued Default Separators: You can specify default characters to separate Columns. 89 . \<nnn> = ASCII characters. and Column titles. columns and requests are separated by a blank space. but you can use the special tab character to include a tab in the separator. \\ = backslash. By default. You cannot use the Tab key to create tabs. Requests. Column titles are separated by hyphens (-). You can use any of these special characters: \b = backspace.

Figure 9-7 User Tool Options Window – Advanced Tab In the Advanced tab of the Options window.Setting the User Tool Option  Chapter 9  8. Under the Advanced tab. Table 6-5 describes the Advanced tab option definitions. 90 . Table Fields and Report preview. choose your options. as shown in Figure 9-7. you can set default preferences for Form.

Refresh the table manually by clicking on it when you want to observe changes. However.edu TCP: 2020 RPC: blank It is recommended you do not change this from the default (blank). You can select a program to preview and print reports. A simple text editor. you may want to turn off the automatic refresh. You can turn it off by clearing the Refresh Contents on Display check box.” Do not modify this setting.Setting the User Tool Option  Chapter 9  Table 9-5: User Tool Options – Advanced Tab Form: Default Form View Open Window View Extension Display Hidden Forms (Admin Only) Table Fields: Refresh Contents on Display Table fields appear as tables in forms. a form can define that a table is refreshed every time a request appears in the Details pane. Use this program to preview reports: ODBC Use Underscores 91 . such as WordPad.ucsf. instead of using the Report Preview window. Setting should be “Support. Check this. enabling you to view selected data from a form according to criteria defined by the form. is recommended. This field should be blank. if you experience slow performance. For example. Reports: Report Server Server: ucsfremprod. You may also right-click in a table field and select Refresh Table. This option is available only if you are logged in as an Administrator. A form also controls when tables are refreshed.

Under the Logging tab. In the Client region. you can select API.Setting the User Tool Option  Chapter 9  9. or Filter. 13. if no other path is specified. the resulting log file can use up disk space and slow performance. choose your options. you can select Active Links or Macro. These files are stored in the Remedy User folder. Enter a file name in the Filename field. 10. 12. Database. 92 . as shown in Figure 9-8. Server logging is available only if it is activated by the administrator. 11. Use this feature only for specific reasons. In the Server region. Figure 9-8 User Tool Options Window – Logging Tab Logging records workflow information about the internal workings of Remedy. Warning: If you enable workflow logging and leave it on. and turn it off when finished. Log files record information about the internal workings of Remedy User. Do not use this feature unless you are requested to do so by the administrator.

Figure 10-1 Incident Management Console – Applications Preferences link The Application Preference window is displayed. 93 . By default your User Name appears in the Login Name field. Setting Application Preferences 1. 2. From the navigation pane. You cannot change this. as shown in Figure 10-2.Setting Personal Preferences  Chapter 10  Chapter 10 Setting Personal Preferences Overview You can customize the Remedy application by setting personal preferences. as shown in Figure 10-1. On the Incident Management console. click the Support Console tab if it is not selected. choose General Functions > Application Preferences.

as shown in Figure 10-2. Determine the action that occurs after you save a form. Table 10-1 describes the Incident Management tab option definitions. Under the Incident Management tab. 94 . 1. choose your options.Setting Personal Preferences  Chapter 10  Figure 10-2 Application Preferences Window – Incident Management Tab. Set Incident Management Actions You can set Incident Management application preferences to: Set defaults for the consoles.

Setting Personal Preferences  Chapter 10  Table 10-1: Application Preferences – Incident Management Tab Console View The default console view. pending. or incidents that are not yet assigned to an individual. or either. or all tasks. such as production and training data sets. Selected Groups—Prompts you to select any support groups to which you belong. in conjunction with the search criteria. or with all service targets breached. Clear this selection to display incidents regardless of SLM status. or all incidents. select the appropriate data set. • Manager Console If you select Yes. closed tasks. All My Groups—Displays incidents assigned to all of your support groups. Task status—This selection controls which tasks are displayed on the Tasks tab of the console. Role—Select whether to display incidents where you are the assignee. You can set the default values for the following settings: • Incident status—Select whether to display open. Open incidents include assigned. within the service target. Select whether to display open tasks. and pending incidents. it opens to the Manager Console tab. You can temporarily change this setting from the navigation pane of the console. control which incidents appear in the Assigned Work area. Data Set Name Search Criteria Default • • • 95 . resolved. Otherwise. The following selections are available from this list: • • Personal—Displays incidents assigned to you. controls which incidents appear in the Assigned Work area. You can select to display all incidents assigned to your group. with a service target breached. it opens to the Support Console tab. when you open the Incident Management console. You can choose to display all incidents. the owner. You can temporarily change these settings from the Search Criteria area on the console. or incidents assigned to your group that are not yet assigned to an individual. SLM status—Select whether to display incidents with no service target assigned. [you must have a set role of manager to change this setting] If there are multiple data sets. Search criteria. in progress. closed. in conjunction with the console view.

The original window is ready for you to record a new incident. The following selections are available from this list: • • No Action—Leaves the Incident form open and it is ready for you to record a new incident. you are prompted by the decision tree when you record a new incident.Setting Personal Preferences  Chapter 10  Table 10-1 continued: Application Preferences – Incident Management Tab After New Save This setting controls the action after you click Save on the Incident form. Reopen in New—Opens the current incident in modify mode in a new window. If this is a new incident. the form changes from New to Modify. Financials. 2. • Enable Auto-Decision Tree [future use] Tab Views Overview Console If you select Yes from this list and a decision tree is set up. click Save. After making your changes. 96 . The Application Preferences window will close. or Date System tabs. You can choose whether to show incidents or incident tasks on the Overview console. You can choose whether to show the Vendor. Reopen in Current—Leaves the Incident form open.

Figure 10-3 Application Preferences Window – Change Management Tab.Setting Personal Preferences  Chapter 10  Set Change Management Actions You can set Change Management application preferences to: Set defaults for the consoles. From the Application Preferences window. Table 10-2 describes the Change Management tab option definitions. 1. 97 . Determine the action that occurs after you save a form. choose your options. under the Change Management tab. as shown in Figure 10-3.

Setting Personal Preferences  Chapter 10  Table 10-2: Application Preferences – Change Management Tab Console View The default console view. in conjunction with the console view. Support Console Main Table Data Set Name Search Criteria Default • 98 . You can select to display all work assigned to your group. select the appropriate data set. controls which incidents appear in the Assigned Work area. it opens to the Manager Console tab. Otherwise. Role—Select which role is used for changes. or work assigned to your group that are not yet assigned to an individual. If there are multiple data sets. it opens to the Support Console tab. You can set the default values for the following settings: • • Change status— Choose the status of the changes that appear in the Change Management console. Selected Groups—Prompts you to select any support groups to which you belong. The following selections are available from this list: • • Personal—Displays incidents assigned to you. Search criteria. You can choose to display all changes. such as production and training data sets. control which incidents appear in the Assigned Work area. • Manager Console If you select Yes. You can temporarily change this setting from the navigation pane of the console. or changes that are not yet assigned to an individual. [you must have a set role of manager to change this setting] Choose if changes or tasks appear in the main table on the Support console. You can temporarily change these settings from the Search Criteria area on the console. All My Groups—Displays work assigned to all of your support groups. in conjunction with the search criteria. when you open the Change Management console. Task status— Choose the status of the tasks that appear in the Change Management console.

Reopen in Current—Leaves the Change form open. The original window is ready for you to record a new change request. The following selections are available from this list: • • No Action—Leaves the Change form open and it is ready for you to record a new change request. the form changes from New to Modify. 99 .Setting Personal Preferences  Chapter 10  Table 10-2 continued: Application Preferences – Change Management Tab After New Save This setting controls the action after you click Save on the Change form. After making your changes. • Tab Views Overview Console You can choose whether to show the Approvers or the Financials tabs. 2. Reopen in New—Opens the current change in modify mode in a new window. You can choose whether to show changes or change tasks on the Overview console. click Save. If this is a new change request. The Application Preferences window will close.

Setting Personal Preferences  Chapter 10  Set Problem Management Actions You can set Problem Management application preferences to: Set defaults for the consoles. Determine the action that occurs after you save an Investigation. or Solution Database form. 1. choose your options. under the Problem Management tab. as shown in Figure 10-4. 100 . From the Application Preferences window. Table 10-3 describes the Problem Management tab option definitions. Figure 10-4 Application Preferences Window – Problem Management Tab. Known Error.

closed. or only those that are open or closed Data Set Name Search Criteria Default • • • 101 . or only solution entries with a status of inactive or active. control which incidents appear in the Assigned Work area. You can temporarily change this setting from the navigation pane of the console. known errors. You can temporarily change these settings from the Search Criteria area on the console. it opens to the Manager Console tab. in conjunction with the console view. or investigations that are not yet assigned to an individual. Role—Select whether to display work when you are the assignee or the problem manager. or only open. controls which incidents appear in the Assigned Work area. problem investigations. select the appropriate data set. such as production and training data sets. You can choose to display all work. or investigations assigned to your group that are not yet assigned to an individual. or no known action. Problem Status—Select whether to display all investigations. corrected. Select whether to display all tasks. when you open the Problem Management console.Setting Personal Preferences  Chapter 10  Table 10-3: Application Preferences – Problem Management Tab Console View The default console view. Selected Groups—Prompts you to select any support groups to which you belong. • Manager Console If you select Yes. You can select to display all work assigned to your group. The following selections are available from this list: • • Personal—Displays incidents assigned to you. You can set the default values for the following settings: • • • Type— Select whether to display Solution Database entries. or only known errors with a status of open. Solution Status—Select whether to display all solution entries. completed. [you must have a set role of manager to change this setting] If there are multiple data sets. or closed investigations. Search criteria. Task Status—This selection controls which tasks are displayed on the Task tab on the console. Otherwise. it opens to the Support Console tab. or all of these. All My Groups—Displays work assigned to all of your support groups. in conjunction with the search criteria. Known Error Status—Select whether to display all known errors.

known errors. The following selections are available from this list: • No Action—Leaves the form open and it is ready for you to record a new investigation.Setting Personal Preferences  Chapter 10  Table 10-3 continued: Application Preferences – Problem Management Tab After New Save This setting controls the action after you click Save on the Change form. The Application Preferences window will close. • • Tab Views Overview Console You can choose whether to show the Vendor. Financials. You can choose whether to show problem tasks. and Date System tabs. 102 . or solution. click Save. known error. Reopen in New—Opens the current record in modify mode in a new window. or solution entries on the Overview console. or solution. known error. If this is a new record. the form changes from New to Modify. After making your changes. Reopen in Current—Leaves the form open. The original window is ready for you to record a new investigation. 2.

Figure 10-5 Application Preferences Window – Asset Management Tab 103 . as shown in Figure 10-5. 1. Determine the search criteria defaults. under the Asset Management tab. From the Application Preferences window. Table 10-4 describes the Asset Management tab option definitions. choose your options.Setting Personal Preferences  Chapter 10  Set Asset Management Actions [future use] You can set Asset Management application preferences to: Set defaults for the consoles.

Role—Select ALL or specify Approved by. Created by. 104 . All My Groups—Displays work assigned to all of your support groups. The following selections are available from this list: • • Personal—Displays incidents assigned to you. or investigations assigned to your group that are not yet assigned to an individual.Setting Personal Preferences  Chapter 10  Table 10-4: Application Preferences – Asset Management Tab Console View The default console view. The Application Preferences window will close. or investigations that are not yet assigned to an individual. You can temporarily change these settings from the Search Criteria area on the console. Click Close if you do not wish to save your changes to Application Preferences. Individual/Group Name—This selection is specified when you choose a Role other than ALL. You can choose to display all work. Selected Groups—Prompts you to select any support groups to which you belong. You can choose whether to show CI Unavailability or Purchase Requisitions and their corresponding Status’ on the Overview console. After making your changes. 3. control which incidents appear in the Assigned Work area. You can temporarily change this setting from the navigation pane of the console. Owned by. in conjunction with the console view. controls which incidents appear in the Assigned Work area. Status—Select whether to display all assets. click Save. Supported by or Owned by. 2. You can set the default values for the following settings: • • • • CI Type— Select which CI class to display. You can select to display all work assigned to your group. Tab Views Overview Console You can choose whether to show the Contracts or Financials tabs. Managed by. in conjunction with the search criteria. or only specific assets based on status. • Search Criteria Default Search criteria.

in the navigation pane. Updating your Personal Profile enables you to: Update your availability for each assignment group to permit or prevent requests from being assigned to you. as shown in Figure 11-2. From the Incident Management Console. choose General Functions > My Profile. desk location. Open Your Personal Profile Your Profile is accessible through any Console. including each person’s company. Update information about you that is displayed in each request you are assigned to. 1. as shown in Figure 11-1. 105 . business and home addresses. People information consists of profiles of individuals.Personal Profile  Chapter 11  Chapter 11 Personal Profile Overview You can view and modify your personal profile record (People) in Remedy. organization. Figure 11-1 Incident Management Console .Navigation Pane – My Profile link The People Information window is displayed. Specify how you are notified of request assignments (other than by page). and selected additional information. support groups.

In the General tab of the People Information window (Profile). You can’t modify all the information in your Profile as your department’s Payroll/Personnel Analyst and the Remedy Administrator sets some options. You can update Contact Information such as your Business phone number. You can update Location Information such as your Site and Desk Location.Personal Profile  Chapter 11  Figure 11-2 People Information – General tab 2. as shown in Figure 11-2. choose your options. 106 . Email Address.

as shown in Figure 11-4. Figure 11-3 People Information – More Details tab 4. In the Login/Access Details tab of the People Information window (Profile). You can’t modify all the information in your Profile as your department’s Payroll/Personnel Analyst and the Remedy Administrator sets some options. you can review some settings. In the More Details tab of the People Information window (Profile). You can change your Password from here (click Save) You can review your Application Permissions and License Type. Figure 11-4 People Information – Login/Access Details tab 107 . You can update Additional Contact Information such as your Mobile phone number. choose your options. as shown in Figure 11-3.Personal Profile  Chapter 11  3.

you can update some settings. In the Support Groups tab of the People Information window (Profile). as shown in Figure 11-5. 108 . (see below) You can change your default assignment group (see below) Figure 11-5 People Information – Support Groups tab 1. click the button “Resume Availability”. 2. you will not be available for individual assignment in any assignment group.Personal Profile  Chapter 11  5. You can mark yourself as “Unavailable” from one or more assignment groups if you go on vacation. etc. If you click the button “Mark All Unavailable”. To resume availability for individual assignment in all groups.

click the “Update Support Groups and Roles” button. as shown in Figure 11-6. 5. highlight the specific group and click the button “Mark Available. Highlight a specific group you want to mark as unavailable for individual assignment and click the “Mark Unavailable” button.Personal Profile  Chapter 11  3. The “Update Support Group Memberships and Roles” window appears. 109 .” 6. To return availability. or to change your Default assignment group. highlight the group name and click the “Set to Default” button. To change your “Default” assignment group. To mark yourself unavailable from specific assignment groups. Figure 11-6 Update Support Group Memberships and Roles – Support Group tab 4.

To return availability. are automatically saved.” Note: Changes made to Support Groups and Functional Roles. Highlight a specific group you want to mark as unavailable for the functional role and click the “Mark Unavailable” button. 9. Figure 11-7 Update Support Group Memberships and Roles – Functional Role tab 8. click the “Functional Role Update” tab.Personal Profile  Chapter 11  7. highlight the specific group and click the button “Mark Available. as shown in Figure 11-7. 110 . To mark yourself unavailable from specific Functional Roles.

such as Incident. In the Notifications tab of the People Information window (Profile). 111 . You can mark your Notification Availability. To update the notification settings for specific events including pager email notifications click the “Update Notification Preferences” button. the Notification Preferences window appears. Notification Pager+—Click the modify button (pencil icon) to update the pager number. 7. Notification Language—Select English. You can update your notification event preferences (see below). Change or Asset. Notification Availability—Select No to turn off notifications.Personal Profile  Chapter 11  6. Notification preferences vary by module. as shown in Figure 11-9. Figure 11-8 People Information – Notifications tab Pager Service Provider [not used]—Leave this blank. If the default setting meets your needs. Default Notification Mechanism—Select E-mail. as shown in Figure 11-8. you can update some settings. you do not need to customize the preferences. Default notification preferences are predefined for each module and event. [informational purposes only] Pager Email+—Enter the pager email address.

13. Select Group Notifications Yes or No [if assigned to your group with no Individual] 16. such as “Assignment”. 112 . To create a custom notification preference. then holidays are not exempt].Personal Profile  Chapter 11  Figure 11-9 Notification Preferences – Notification Event tab Highlighting an event from the table will display its properties in the Notification Event tab. System Default notification preferences cannot be modified or removed from the list. Custom notification preferences take precedence over the system defaults when the application determines how to send notifications to a person. 8. You may modify your custom notification preference by selecting the event and clicking Modify. Select Individual Notifications Yes or No [if assigned to you]. such as “Incident”. Select Pager Notification Yes or No to receive an email-page. System-defined notification preferences have System Default as the Notification Type. 10. Select the Module Name. 14. Select Use Business Hours Yes or No [if No. 12. Select the Notification Event. click the Create button. Select Notification Method Email. 9. Note: Custom notification preferences appear in the Notification Preferences table with User as the Notification Type. Select Use Business Holidays Yes or No [if No. 15. then 24/7 is assumed]. 11.

Personal Profile  Chapter 11  Figure 11-10 Notification Preferences – Help Text 113 .

[Note: you can only configure alternate approvers for yourself. In the Alternate Approvers [future use] tab of the People Information window (Profile). 114 . as shown in Figure 11-11. You can set up one ore more people to approve change requests that are pending your approval.Personal Profile  Chapter 11  7.] Figure 11-11 Alternate Approvers Click the Save button to save any changes made to the People Information (Profile). you can update some settings.

to 6:00 p.476.m.8758 Rebecca Nguyen Interim Associate Director OAAIS Customer Support Services Rebecca.Support  Chapter 12  Chapter 12 Support Subject Matter Experts Each department using Remedy ITSM 7 has one or more Subject Matter Experts (SME). CustomerSupport@ucsf. Hall Remedy Administrator OAAIS Customer Support Services Shawn.edu 415.edu Administration Shawn W. training requests.m. option 2 Monday through Friday (except UCSF holidays) 7:00 a.514.ucsf. user questions. etc.4100. OAAIS Customer Support Services 415. Locate your SME at the URL below.edu 415. http://remedy.Nguyen@ucsf.edu/remedy/home/g1/6867-DSY.html General Support Password/Access issues.6748 115 . The listed SME is your first-contact for questions or to report problems.Hall@ucsf.476.