Getting Started With Remedy

Updated by: Global Remedy Administration Team

Jan-2015
 Objectives
Upon completion of this module, you will be able to:
– Access remedy from the Web
– Access and know the elements of the Overview Console
– Access and know the elements of the Incident Management Console

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– Access your User Profile information (support groups, availability)

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Go to Remedy on the Web
– Remedy is a web-only application, there is no stand-alone client.
– The remedy application can be accessed through: https://itsm.remedy.slb.com.
– Supported browsers are Internet Explorer (preferred), Mozilla Firefox and
Google Chrome.

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– Remedy uses Single Sign On (SSO); that is, if you are signed into your
computer, you will automatically be logged into Remedy. In case this method
fails, you will be able to enter your login credentials.
– The system is configured to time out automatically after 90 minutes of inactivity,
it is your responsibility to follow good practices and save your work regularly.
– Once logged in, you are automatically directed to the Overview Console, or the
selected startup console in your profile.

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Overview Console
When you open Remedy on the Web, the Overview Console opens.
Console layout options
Application navigation options Individual pane actions (Add Panes, Save
(Home, recent items) (Edit Minimize, Close) layout, Reset layout

Search,

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New items

Applications
Tab

Overview
Panes

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Applications Tab
– Click on the Applications tab to expand the fly-over
– You will see all the available consoles, including the Incident Management
Console from the menu.

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Incident Management Console -
Overview
Actions from the Console:
– Create New Incidents
– Search
Incidents/Tasks

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– Access My Profile
– Change Application
Preferences
– Send email reminders
– Create/View
Broadcasts
– Filter incidents view
– View incident
tasks/details

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Incident Management Console -
Overview
 To view current broadcasts, click on the View Broadcast link within the Incident
Management console.

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Incident Management Console -
Errors
– Error messages in the application appear as a yellow bar on top of the consoles.
The fields which need to be updated are also highlighted in red.
Click on the “x” to the right to hide them

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Incident Management Console -
Create Incident
You can create a new incident using one of three
methods.
– Select New Incident from the Applications Tab.

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– In the Incident Management Console:
 Select New Incident under the Functions menu.
 Select Create from the Incidents section

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Incident Management Console – My
Profile
– Click on My Profile under Functions to update Personal Data & Availability:

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My Profile – Login/Access Details

 View:
– Login ID
– Application

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Permission
Group settings
– Account
Restrictions

Note: This information is maintained by Global Service Desk

Champion.
Contact the Service Desk for updates, corrections or additions.
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My Profile – Support Groups

 View:
– Support Groups
to which you
belong

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Note: This information is maintained by the Remedy Admin group.
Contact the Service Desk for updates, corrections or additions.

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My Profile – Manage Assignment
Availability
 To manage your availability:
– Use Assignment Availability to change your availability to be assigned new
Incidents (the button will change to yes or no)

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 Note: Make yourself unavailable only if you will be away from your normal duties
for an extended period, such as vacation or approved leave time. Unless
otherwise instructed by your manager, do not make yourself unavailable for
regular non-business hours or regular days-off.

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Summary

 Now that you have completed this module, you should be able to:
– Access remedy from the Web
– Access and know the elements of the Overview Console
– Access and know the elements of the Incident Management Console

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– Access your User Profile information (support groups, availability)

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Exercises

– Access My Profile and change your availability to “no”.

– Open the Incident Management Console and look at a record.
– View a Broadcast message.
– Open My Profile and update location.

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– Search for an incident.

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