Académique Documents
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Remedy Incident
Management 7
Basic Training
2009
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Document Control Information
Document Information
Author: Matthew Kegerise
Creation Date: June,2009
Last Updated: June 16, 2009
Release Number: 1.3
Revision History
Date Author Release # Change Reference
June 2009 Matthew Kegerise 1 Initial Document
June 2009 Matthew Kegerise 1.1 First Major Revision
June 2009 Matthew Kegerise 1.2 Minor Updates
Sally Blaser Compliance Updates
June 2009 Matthew Kegerise 1.3 Content Updates
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Table of Contents
Document Control Information .................................................................................................................... 3
Document Information ............................................................................................................................. 3
Revision History ............................................................................................................................................ 3
Table of Contents .......................................................................................................................................... 4
Introduction .................................................................................................................................................. 6
Intended audience .................................................................................................................................... 6
Definitions and acronyms ......................................................................................................................... 6
Remedy Incident Management ................................................................................................................ 6
Incident Management Standards ............................................................................................................. 7
Getting Started .............................................................................................................................................. 7
Methods of Access .................................................................................................................................... 7
Web client ................................................................................................................................................. 7
Incident Management Basics ........................................................................................................................ 8
Launching the application ......................................................................................................................... 8
Orientation to the Incident Management Console ................................................................................. 10
Incidents .................................................................................................................................................. 10
Creating an Incident ............................................................................................................................ 10
Notable Changes ................................................................................................................................. 11
Incident Stages .................................................................................................................................... 19
Searching for and Opening an Existing Incident ................................................................................. 23
Updating an Incident ........................................................................................................................... 30
Cancel an Incident ............................................................................................................................... 35
Assignment .......................................................................................................................................... 35
Reassignment ...................................................................................................................................... 37
Status .................................................................................................................................................. 37
Priority ................................................................................................................................................. 38
Updating Categorization at Resolution ............................................................................................... 38
Attachments ........................................................................................................................................ 38
Resolve an Incident ............................................................................................................................. 40
Tasks ........................................................................................................................................................ 41
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Create a Task ....................................................................................................................................... 41
Search for a Task ................................................................................................................................. 43
Update a Task ...................................................................................................................................... 46
Assignment .......................................................................................................................................... 49
Log out .................................................................................................................................................... 49
Incident Management Advanced ................................................................................................................ 49
Sidebar: General Functions ..................................................................................................................... 50
My profile ............................................................................................................................................ 50
Reminders ........................................................................................................................................... 50
Reports ................................................................................................................................................ 53
Manage CIs .......................................................................................................................................... 53
Flashboard ........................................................................................................................................... 56
Broadcasts ............................................................................................................................................... 57
What’s new? ............................................................................................................................................... 59
ITIL Overview ........................................................................................................................................... 59
Process Overview .................................................................................................................................... 59
Configuration Items ................................................................................................................................ 60
Reference .................................................................................................................................................... 61
Glossary ................................................................................................................................................... 61
Getting Help ............................................................................................................................................ 62
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Introduction
Intended audience
This guide is intended to be used for basic Remedy Incident Management training and reference. This
information is a general overview of the features and processes needed for the general use of the
Remedy Incident Management product.
Definitions and acronyms
Term Definition
ITS Information Technology Services
ITSM Information Technology Service Management
IE Microsoft Internet Explorer
SD Service Desk
IM Incident Management
SOS Service Operations and Support
IM Incident Management
SRM Service Request Management
SLM Service Level Management
CM Change Management
CAB Change Advisory Board
RFC Request for Change
AM Asset Management
SLA Service Level Agreement
OLA Operating Level Agreement
CI Configuration Item
MOU Memorandum of Understanding
Remedy Incident Management
Previously, in Remedy 6 the word Case was used to describe all Incidents and Service Requests.
Remedy 7 now uses the term Incidents to define both Incidents and Service Requests.
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Incident Management Standards
The information in this training follows the ITS Incident Management standards. This training will
address how to use Remedy to meet these standards. The Incident Management process is a
framework that provides standards of responsiveness and consistency to our clients. The IM process
begins with a client’s first contact with ITS staff and continues through Incident resolution.
The three IM Standards which are currently in effect are as follows:
1 – Incident Acceptance
Incident ownership is a critical component of the IM process. Acceptance is indicated in the Remedy
Incident by setting the Assignee field to an individual. The elapsed time permitted depends on the
Priority level of the Incident.
2 – Client Contact
Once an Incident has been logged into Remedy, a Client Contact Schedule applies to all open Incidents.
It is indicated in Remedy by adding a Client Contact entry. The required frequency of contact depends
on the Severity level of the Incident.
3 – Update Frequency
Incident Update is indicated in the Remedy Incident by the addition of a Work Info entry. The required
frequency depends on the Priority level of the Incident.
For more information on ITS Incident Management Standards please visit
http://its.uncg.edu/Service_Management/Incident/.
Getting Started
Methods of Access
There are two ways to access Remedy: via a web browser and through the client application. The
recommendation is to use the Remedy User Client when possible, and to use the Remedy Web Client
only when necessary. This guide is written for the use of the Remedy User Client. In situations where
the Remedy User Client cannot be used, please use the Remedy Web Client.
Web client
The web client is available here: http://remedy.uncg.edu. This is currently the only supported method
for computers with an Apple operating system.
Pop‐ups must be enabled for Remedy to function properly because it will open new windows and dialog
boxes as browser pop‐ups. How this is done will vary depending on the browser being used and the
version. The browser itself has documentation detailing how to enable pop‐ups. Navigate to the
browser’s help menu and select the option that opens the help dialog box. Use search and look up “pop
ups” or “enable pop ups.” The help file will display the specific instructions for the browser.
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Recommended browsers:
• Firefox 3.0 or greater
• IE 8 or greater
• Safari 4 or greater
Some web browser functionality is limited in some Incidents due to general web browser limitations.
There is usually a workaround to accomplish the same behavior for the web version that is available in
the client. Exceptions will be recorded and made available for Remedy users on the ITS Remedy Support
website.
Incident Management Basics
The Incident Management Console is the main tool used by ITS staff. The focus of the remaining
document is to describe the business process of all ITS Incident work using Remedy Incident
Management.
This training will only include usage of the “Incident Management Console,” and the “Overview
Console.” No other Consoles are covered or necessary to complete this training.
Launching the application
First launch the application to get to the Incident Management Console. The shortcut to Remedy can be
found in the Windows Start menu. Click on Start → All Programs → Action Request System → BMC
Remedy User.
After the application launches, enter your Novell username and password and click OK.
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After logging in, the Home screen opens by default.
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To open the Incident Management Console, simply click the Incident Management Console link.
Orientation to the Incident Management Console
To begin, take some time to become familiar with the Console screen. There are many additions and
differences when compared to the Remedy 6 Support Console. A few notable changes are: the addition
of new options on the sidebar, collapsible options in the sidebar, and improved Incident table with
additional details that display information about selected Incidents.
Tip:
In most applications, CTRL + A is the shortcut key for “Select All”. In Remedy, CTRL + A is
“Copy All” and will select and copy all data within the current field. It does not include data
from other fields.
Incidents
Creating an Incident
At the Console screen, there are two different objects users can click on to create an Incident. By
including multiple places to create an Incident, less navigation is now necessary when a user needs to
create an Incident.
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There is a link on the sidebar under General Functions labeled New Incident. Click New Incident and a
new Incident window will open. This can also be accomplished by clicking on the Create button on the
bottom of the main section of the Console, right below the Details tab.
This is the default view for all new and opened Incidents. Please take a moment to look around and
become familiar with the various fields and tabs available.
Notable Changes
1. Help Desk is now Incident Management.
The link on the Home screen for Help Desk has changed to Incident Management Console. All
Incident work is performed from the Incident Management Console.
2. Tabs have moved or been renamed.
a. The Requester Information tab is now the Customer tab.
b. The new Classification tab includes the categorization fields for each Incident as well as
source information.
c. The Activity tab has been enhanced to include additional information.
d. The new Work Info tab includes the Work Info related fields including the newly
designed Work Info field set that replaced the Remedy 6 Work Log. The Attachments
field that used to have its own tab is now also located here.
e. The Duplicates tab has been removed.
f. The Related Items tab is now the Relationships tab. Related CIs are managed on this
tab.
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g. The Solutions tab is now the Resolutions tab.
h. The new SLM tab is used for Incident compliance and viewing Service Level
Management data pertinent to the Incident. SLM is not currently an active tool,
however it will be deployed first among future Remedy enhancements.
i. The Compliance tab has been removed.
j. The Attachments tab has been removed and the Attachments field has been relocated
to the Work Info tab.
This is the default view for all new and opened Incidents. Please take a moment to look around and
become familiar with the various fields and tabs available.
Notice the Customer Tab is the first tab displayed. Input the username and press Enter to have Remedy
lookup and populate the various fields. This can also be done by typing in the user’s name information
and then pressing Enter. Be careful not to hit Enter before you want Remedy to begin searching. For
navigation between tabs, just use the Tab key or the mouse. This applies for all fields in Remedy that
look up and populate data.
In addition to manually inputting data for an Incident, Remedy 7 supplies users with the Accelerator. It
is located at the top of the Incident window. There are 5 visible stages listed with white arrows between
them. For this first Incident, use the Accelerator to become familiar with it.
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Class Exercise: Create Incident
The first field needed is the Summary field, which is simply a summary of the Incident.
At the Incident screen, begin filling out the Summary and Notes fields. The Notes field will copy what is
written in the Summary field. The Notes field can hold much more information than the Summary field
and is the ideal place to include identification and recording information.
Both fields have a button next to them that can be clicked to expand a larger text box if needed (for a
better view): .
Next, choose the appropriate Assigned Group from the drop down menu.
Tip:
If the appropriate group is unknown, state this in the Notes field clearly and assign the Incident
to the Service Desk.
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Now enter the Login_ID (user name) and perform a lookup by pressing Enter, or manually enter the
information using the Tab key or the mouse on the Customer tab.
Tip:
If the client who needs to be contacted is different than the requestor, specify the client on the
contact tab.
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Since this is a new Incident, it is not necessary to adjust the Status. When the Incident is saved, the
Status will automatically be set to Assigned.
Next, select the appropriate Priority. Remember that Priority 1 and Priority 2 are reserved for
Enterprise Incident Management for large scale Incidents, as noted in the ITS IM Manual.
The checkbox directly below Priority labeled Master Incident is reserved for Service Desk use and does
not need to be used for Priority 3 and Priority 4 Incidents.
Next, classify the Incident using the updated categorization scheme. This is done by switching to the
Classification tab and selecting the appropriate tiers for both the Operational Categorization and the
Product Categorization. Tier 1, Tier 2 and Tier 3 are used the same way as Category, Type and Item in
Remedy 6.
The set of fields labeled Operational Categorization is required for all Incidents. A value must be
selected for each Tier before the Incident can be saved. This also applies for the set of fields labeled
Product Categorization with the exception that only fields Tier 1 and Tier 2 are required in order for the
Incident to be saved.
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Tip:
In the Operational Categorization manually type “%” as into the Tier 1 field and hit Enter to
show a complete list of available Operational Categorizations.
While remaining on the Classification tab, select the appropriate choice for Reporting Information. The
available choices are similar to those found in Remedy 6.
Verify all the information is correct and save the Incident.
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The Incident was successfully created.
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Tip:
Use a template to automatically fill in many of the fields for a new Incident. Templates may
also include automatic routing to the correct work group.
Incident Stages
There are 5 stages for every Incident. In the Accelerator, each Incident has the options Next Stage,
Enter Pending, and Help. This allows the user to progress to the appropriate stage quickly. The user
also has the option to fill out the Incident manually which will automatically adjust the stages according
to the type of information being recorded. The tools Generate Problem/Change are not currently active
but will become active when those processes are deployed in Remedy.
Accelerator
Use the Accelerator to help populate the necessary fields to create an Incident quickly and progress to
different stages of the Incident.
The Accelerator also helps to direct the user working on the Incident by displaying a list of actions for
this stage and subsequent stages.
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The Accelerator can be tackled by understanding a few quick rules.
1. The Accelerator provides a way to jump forward to any stage and display all the required fields.
For example, if a new Incident is created, the Accelerator allows the user to jump directly to the
Incident Closure stage and the Accelerator will display all the required fields necessary to do so.
2. The Incident can be set to Pending from any stage.
3. Actions that are common for the current stage are displayed in the "root" dropdown list ("root"
meaning the leftmost dropdown listing when the dropdown box has been clicked).
4. The stages of the Accelerator describe the type of work actively being performed for the
Incident.
Notice the first stage of the Accelerator is Identification and Recording. At this stage, the type of work
being performed is information gathering. Significant information is identified and recorded in the
Incident. The options at this stage are Next Stage, Enter Pending, and Help. They are always available,
regardless of what stage the Incident is in. Since this exercise is simply starting a new Incident, the work
performed is limited to Identification and Recording.
Identification and reporting
In this stage, significant information is identified and recorded in the Incident. There are no options
specific to this stage in the Accelerator.
To continue to the next stage, select Next Stage followed by Investigation and Diagnosis.
The Accelerator gathers all the relevant fields to progress to the next stage and displays them in a new
window. In the new window, fill in all the required fields and any additional fields that are necessary.
There are required fields on more than one tab so be sure to navigate to the other tabs as well. When
all the required fields are filled in, click Save.
Tip:
Fields that are bolded are required at any stage of the Incident. Some fields are only required
at a specific stage and will not appear bolded.
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New:
Selecting the Investigation and Diagnosis stage with a new Incident will allow users to
create a new ticket more quickly than filling out the Incident form manually. This is useful
when there is a time constraint.
Investigation and diagnosis
In this stage, the type of work being performed is research and reporting. Based on the initial
information gathered, the user performs an investigation and attempts to make a diagnosis of the cause
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of the Incident. The options at this stage are Generate Problem, Generate Change, and Relate CI. Of
these, only Relate CI is currently active.
To progress to the next stage, choose Resolution and Recovery from the Next Stage menu.
Relevant and required fields are displayed again in a new window.
Resolution and recovery
In this stage, the type of work being performed is workaround and solution recording and
communication. After the source of the Incident is identified, any workaround or solution that would
restore service is recorded and communicated to the necessary contacts. There may not be an
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implementation for the workaround/solution at this time. The options at this stage are Generate
Problem and Generate Change. These tools will be used in the future, but not at this time.
Incident closure
In this stage, the type of work being performed is implementation and closing remarks or
communications. The information from the Resolution and Recovery stage is acted on and the
appropriate contacts are communicated with. At this time, a workaround/solution should be in place
and service restored. This is the last stage that ITS staff members will perform work in. This is also the
time to re‐categorize the Incident if necessary. Please refer to the Updating Categorization at
Resolution section of this document for more information.
Closed
In this stage, the Incident is officially closed. No further information is recorded unless the Incident is re‐
opened. Incidents in the Resolved Status will be closed automatically after 15 days. Closed Incidents
are kept for historical reference.
Tip:
Although Close appears as an option, it is not a selectable option.
Searching for and Opening an Existing Incident
Opening an existing Incident is performed nearly the same way as in Remedy 6. However, since the
Console has changed, there are a few notable differences. There are two primary ways to look up an
Incident.
Searching via Console View
The Incident Management Console has a table centrally displayed that shows any Incidents according to
the Console View selection.
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The Search Criteria section highlighted above limits the Incidents displayed in the table directly below it
in the Assigned Work section. Double clicking on any Incident in the table will open it. The search
criteria selections can be altered to view all group Incidents or personal Incidents. This is done by
selecting the appropriate options from the side bar on the left‐hand side.
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Class Exercise:
Clicking on Personal (the default) will limit the Incidents shown in the table to Incidents assigned or
owned by the user (shown above). If the user is a member of multiple groups and wants to filter the
Incidents by group, click an option under Select My Groups. The select group dialog box will appear
where the desired groups can be chosen by filling in the view group box or clearing it. Click OK once all
the desired groups are selected.
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The table will now display the Incidents assigned to the specified groups.
To view Incidents from any of the selected groups, select an option in the All My Groups section. All the
Incidents assigned to all the selected groups will be displayed.
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Double‐click on an Incident shown in the table to open the full Incident form. However, if the user
wishes to simply update the Work Info, it can be done on this screen.
If the user wants to open an existing Incident not currently assigned to them or any of their groups, then
a search will need to be performed for the Incident.
Searching via Search Incident Link
The link to search for an Incident is located on the Incident Management Console screen and is labeled
Search Incident.
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Tip:
If the Incident window is open, type F3 on the keyboard to switch to the search screen.
The search screen looks just like a blank Incident. Leave all fields blank except for the fields needed to
match. The color of the search screen is blue, whereas the normal Incident screen is green.
Class Exercise:
Examine the screen shot below.
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When switching from the normal Incident screen to the search Incident screen, the user will be
prompted to save changes to prevent loss of valuable work.
If Incident ID is known, then only search using Incident ID as a unique field value.
In any Incident, enter information into any field for a search. Once information has been entered in the
desired field information, click Search in the upper‐right‐hand corner.
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Next, Remedy will open a new window containing (1) a table with any matches found based on the field
data entered and (2) an Incident form.
Each Incident can be selected and the display below will show that Incident. Double‐click on an Incident
to open it in a new and separate window.
Tip:
With any Incident window open(a search window or an existing Incident window), type
CTRL + T on the keyboard to copy all the information to a new Incident. Use the often for
common Incidents.
Note:
Perform several searches as an end to the class exercise.
Updating an Incident
Incidents require updates as work is being performed. This section is a guide for the most common
updates made to an Incident.
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Update Work Info
The Work Info is focal point for all work‐related updates after the Incident has been created. It is
located on the Work Info tab in the Incident window.
The Work Info has changed significantly since Remedy 6. First, select the type of work information that
will be entered. There are 3 available types: Customer Communication, Status Update, and Working Log.
Selecting Clear will clear the current unsaved entry, if there is one.
Next, select the Date for the work log entry.
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Next, enter a summary of the information and the information itself into the Summary and Notes fields
respectively.
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Tip:
Use the Log Client Contact Entry field to quickly create a template client contact record in the
Work Info table.
Fill out the field as instructed and click OK.
After clicking OK the new entry is saved.
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Set a Incident to Pending
An Incident may be set to a Status of Pending at any stage, except for Closed. When setting the Status
to Pending, the user will be asked to provide a reason for the Status of Pending and a date for the next
action to be taken.
To set an Incident to Pending, select Pending from the Status field.
Users will be prompted with a warning that explains the requirements for an Incident to be set to
Pending. You must state a reason, add an entry in the Work Info log, and set a date for the next action,
which serves as an end date for the current Pending Status.
Click OK to clear the warning.
Select a reason from the Status Reason field.
Next, navigate to the Work Info tab and enter the reason the Incident has been set to Pending. Set the
Work Info Type to Status Update. Continue filling out the Work Info as normal. Click Save in the upper
right hand corner. The Incident is now Pending.
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Cancel an Incident
There are few times when canceling an Incident is necessary. When a service request or Incident is
erroneously submitted, it is best to cancel the Incident. Cancelled Incidents can still be referenced,
regardless of their current Status. To cancel an Incident:
1. Set the Incident Status to Cancelled.
2. Set the Work Info Type to Status Update. Continue filling out the Work Info as normal. Click
Save in the upper‐right‐hand corner. The Incident is now Cancelled.
Assignment
The following guidelines, excerpted from the ITS IM Manual, describe how Individual and Group
assignments for Incidents and Tasks will be made:
• Assignment to Individual: Staff can assign Incident to another member of their Group, but not
to a member of another Group. (Each Group determines procedures for assigning tickets within
their Group).
• Assignment to Group: Staff can assign Incident to their own Group (according to internal Group
procedures), but not to any other Group, unless they are the Submitter (creator) of the Incident.
• If an Incident requires work to be done by multiple Groups, the Incident will remain assigned to
the primary group and Tasks will be assigned from that Incident to any other Group working the
issue.
The basic steps for assigning an Incident to a Group or Individual follow; keep in mind that the above
policies are enforced as business rules in Remedy.
1. Click on the down‐arrow next to the Group+ text box and select a group.
2. Click on the down‐arrow next to the Individual+ and select an individual.
3. Click on Save.
Class Exercise:
To perform an Incident reassignment, first open the Incident to reassign (see Opening Existing Incident
or Search for an Incident). Once the Incident is open, select the group to reassign the Incident to.
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If the user wants to assign the Incident to an individual, simply select the name of the individual from
the list.
Next, save the Incident. The reassignment is complete. An email notification will be sent to the
appropriate group or individual.
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Reassignment
If an Incident is improperly assigned, it will need to be reassigned. If the correct assignment is not
known, the Incident should be assigned to the Service Desk with an explanation in the Notes field.
There is no workflow in Remedy 7 to reinforce correct reassignment.
Status
When choosing a Status, there are several options.
1. New – Incident is in the process of being created.
2. Assigned – The Incident has been assigned to a Group or Individual to resolve.
Tip:
When a new Incident is saved, the Status is set to Assigned by default.
3. In Progress – An incident automatically is set to a status of In Progress when the Work Info field
is updated. When there is not an individual assigned to the Incident, updating the Work Info
field will automatically assign the current user as the Assignee.
4. Pending – This means that the Incident is waiting for certain information. Refer to the
information on Pending, following this section. If this is selected, select a Next Action Date in
the Activity tab.
5. Resolved – When the Incident has been resolved, select this option. After 15 days, if there has
been no further action on the Incident, the system will automatically set the Status to Closed.
6. Closed – This indicates that the Incident is closed (cannot be reopened). This Status is usually
auto‐generated and will not be used by Support Staff.
7. (clear) – This option clears any Status options from the box.
\
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Priority
Definition of Priority levels can be found in the IM manual. The default Priority is 4‐Low.
Updating Categorization at Resolution
Occasionally, there are Incidents where the initial categorization of the Incident is incorrect or could not
be determined. This creates a problem when looking at costs of services as a whole for ITS because it
does not accurately reflect the cost of supporting that service. When the correct categorization of the
Incident is discovered, the Incident’s categorization must be changed appropriately. This will also
provide better insight and consistency when Problem Management and Change Management are
implemented for Remedy.
To re‐categorize an Incident, navigate to the Classification tab in the Incident window and re‐select the
different (correct) values for each field. Correct categorization is critical for the integrity of the CMDB
and all associated business data.
Attachments
The attachments field appears in multiple places. This training uses the field that appears on the Work
Info tab.
To add an attachment:
1. Right‐click in the Attachments field to display a menu of options.
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2. Select Add from the menu.
3. Locate and select the file to attach.
4. Once the file is selected, click Open.
5. The file is now displayed in the attachments table.
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Tip:
There is a file size limit for attachments. Be careful not to select files that are large.
Resolve an Incident
Resolving an Incident is not the same as closing it. Support staff place Incidents in Resolved Status when
they believe the request has been completed. If no further activity arises on the request to change that
Status (as when, for example, the client receives notification of request resolution and contacts 6‐TECH
in disagreement) the system will auto‐close the Incident in 15 days.
To resolve an Incident:
1. The Incident Status must be set to Resolved. The Status Resolved requires that certain fields be
updated before the Incident can be saved.
2. Navigate to the Resolution tab.
3. Contact the client if you have not done so already. After contacting the client and
communicating the resolution, check the Client Contact attempted at Incident Resolved
checkbox.
4. Fill in the Resolution text field with an informative and helpful recording of what was done to
resolve the Incident.
5. Select an appropriate selection from the Resolution Method field.
6. Save the Incident. The Incident is now Resolved.
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Tip:
Use the Accelerator to quickly jump to the Incident Closure stage which sets the Status of the
Incident to Resolved and will ensure that the required fields are updated.
Tasks
Tasks are used when the resolution of a service request in an Incident requires additional work to be
performed outside the scope of the group or current assignee. The current owner of an Incident will
issue Tasks to other groups for work needed to complete the service request. Tasks provide the ability to
better organize work requests and establish relationships between the Incident and its Task(s). Tasks in
Remedy 7 are very similar to Tasks in Remedy 6.
Create a Task
Tasks are only created within the scope of an Incident. To create a Task, one must be viewing an
existing Incident. While viewing an existing Incident, navigate to the Tasks tab. Next, click the Create
button.
The new Task window automatically uses the Incident assignee as the Requester for the Task and also
fills in the Requested For section using the Incident Requester.
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Like Tasks in Remedy 6, there are required fields for Tasks in Remedy 7, which are bolded. Most of the
fields necessary to create a Task are automatically filled in. In this example, the only required fields left
to fill in are Name and Summary. Fill them in and click Save. The Name should be an easy to
understand title of the work to be performed and the Summary should be a more detailed description.
The Notes field should contain any valuable information about the Task that is more detailed than the
Task summary.
Now the Task has been created and is viewable within the scope of its parent Incident, as well as being
accessible through the Task search function, which will be covered later.
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Search for a Task
Searching for Tasks differs from searching for Incidents in that users must navigate to the Overview
Console from the Remedy Home screen. Click the link to Overview Console, shown below.
To search for a Task in the overview Console, click the Search button, shown below.
This will create a new window, prompting the user to select a Request Type.
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Select Task…
…and click Select.
Next, a new window that looks like a blank Task appears. This screen functions the same as the Incident
search screen in that only fields with values will attempt to be matched. Fields not filled in will be
treated as wild cards. The best field to use when searching is Task ID, since it is guaranteed to always
be unique; however, other fields can be used to search as well.
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After the desired fields are filled in, click Search.
45
The search results are displayed similar to the Incident search, with a table appended to the top of a
Task window. In this example, since the Task ID was used to search for the Task, there is only one result,
and thus only one entry is displayed in the above table.
Use the Status field to select a value of Assigned or Work In Progress to search for open tasks.
Update a Task
To update a Task, first open the Task by opening its parent Incident or using the Task search function.
Once at the Task screen, consider the type of update being made. Some options are:
• Status change
• Work log update
• Priority change
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Changing Task Status
To change the Task Status, locate and select the Status field in the upper‐right section of the Incident.
There are several available options for Tasks Status, some of which are the same as the options available
to Incidents covered earlier.
• Status options not yet covered are Staged and Waiting.
• Waiting is only applicable to automatic Tasks, which are not relevant to Incident Management.
• The Staged Status is reserved for future use.
• The remaining Status selections, Assigned, Pending, Work in Progress and Closed, function the
same way for Tasks as they do for Incidents, with the exception that Incidents can be closed by
staff members and need to be in place of the Resolved Status. When selecting the Task Status,
please remember to update the work log prior to setting the Status to Work in Progress or
Remedy will refuse this with a prompt and not allow the Task change to be saved until such an
update is made.
Changing the Task Priority
To change the Priority a Task, first open the Task.
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Select the Priority field and choose the new value. In this example the Priority is being changed from “2‐
High” to “3‐Medium.”
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After selecting the desired field value, click Save. The Task Priority has been changed successfully.
Assignment
Assignment for Tasks follows the same principles as the assignment for Incidents. Please refer to the
Assignment section for Incidents.
Log out
To log out of Remedy, simply close the application. Click on the File pull‐down menu and select Exit, use
Alt + F4 on the keyboard, or click the X in the upper‐right‐hand corner to do so.
Incident Management Advanced
The following information is a brief description of some of the functionality found in the Remedy 7
application.
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Sidebar: General Functions
My profile
Clicking My profile from the Support Console side of the Incident Management Console displays a new
window with the user’s personal data in it.
Reminders
In Remedy, a user may send email reminders about Incidents. For example: If a Client needs to be
contacted in two weeks, an email reminder can be sent to the user to call the Client on that date.
Create a Reminder
1. Open an Incident assigned to the current user and click on the Reminders link on the sidebar.
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Click on the Create Reminder tab.
The following fields are displayed in the form:
Subject – This box will be populated with the Incident number.
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Form –This field will be populated automatically
Notify – Choose between notifying a group or an individual.
Time – The time and date can either be typed in, or entered using the calendar to the right of the text
box.
Recipient – Type in the recipient’s username.
AR Login – This field will populate with the Recipient’s username once the ticket is saved.
Message – The text of the email.
Click on Save to save the Reminder.
Viewing Reminders
To view existing reminders, click on the Show Reminders tab in the Reminders window.
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On the Show Reminders tab, users have the ability to view or delete existing reminders. Click the View
button to open a new window with the reminder information displayed. Click the Delete button to
delete the reminder – a notification will not be sent.
Reports
Out‐of‐the‐box reporting in Remedy 7 will be available at go‐live. More reports will become available as
the Remedy team continues implementing enhancements.
Manage CIs
The Incident Management Console also allows users to search for CIs and view CI information. Unlike
the Asset Management Console, this window does not give full asset privileges to the user for CI
management. Instead, the user can only view most CI data and manipulate select portions of CI data.
CIs are managed through the Asset Management (AM) tool.
In order to search for a CI, the user must also know what type of CI they are looking for. Refer to the
Atrium CMDB object chart for more information about CI types.
UNCG asset data including production server information can be retrieved by using the Manage CIs
function.
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Click Manage CIs to bring up the initial CI selection window. Here, the user is given the option of
choosing Search or Advanced Search. The primary difference is that Advanced Search performs a
preliminary search using specific fields, and Search allows the user to specify any CI field for the search.
Both searches are similar to Searching for an Incident. Choose either option and fill in the fields with
desired matches. Blank fields are treated as wildcards; the system will allow any result to match a blank
field.
Select a CI type form the list. In the screenshot below, Computer System is being selected. This filters all
results from using Search so that only records of type Computer System are returned.
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After the CI type is selected, click Search.
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The Computer System search window is now displayed. As before, any fields filled in here will be
matched by the system and blank fields are wildcards. Click Search on the bottom‐left when done filling
in any fields.
The search results are displayed similar to the Searching an Incident results, with a table on top of the
window displaying each selected record’s data. Users can view each record by selecting them one at a
time from the table or by double‐clicking on any record to have that record displayed in a new window.
Flashboard
The flashboard is a graphical representation of all open Incidents in a Status of Assigned and Work in
Progress.
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Clicking on a section of the pie chart will perform a search for those Incidents in question. Hovering over
the chart with the mouse will also display a tool tip with the number of Incidents in each Status.
Broadcasts
Broadcasts are area‐wide notifications that provide information about large‐scale current issues. They
are displayed in the Broadcasts section of the Incident Management Console. Only users with the
correct permissions may create a broadcast. Most users will not have this ability by default.
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To view a Broadcast, select it from the table and click the View button. This will open the Broadcast
window.
The Broadcast window will include all relevant information as well as any attachments. Once a
broadcast is created, it can be viewed by users who have access to the Incident Management Console.
Incidents can be created from this window for the purpose of relating the Incident to the broadcast.
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What’s new?
ITIL Overview
ITIL (Information Technology Infrastructure Library) is the comprehensive documentation of best
practices for IT Service Management. It provides a systematic and professional approach to the
management of IT services, infrastructure, development and operations. ITIL consists of a series of
books that give guidance on the provision of quality IT services. With the upgrade to Incident
Management 7.0 comes improved ITIL conformance. There is a new process flow tool that shows the
five stages of an Incident request and helps users follow ITIL processes. The first goal of ITS is to
implement the Incident Management module of the IT Service Management suite. The next steps will
include the implementation of Asset Management, Change Management and Problem Management.
Process Overview
Process Overview is a simple diagram of the “big picture.” It can be viewed by clicking the sidebar link in
the Incident Management Console. It explains how and why the data captured is valuable and how it
interacts with the various modules in the BMC Remedy ITSM 7 Suite.
It is important to understand the role of each process and object in this diagram in order to understand
the value of the work put into each Incident. Each Incident collects information which may not
necessarily be used when looking at anything else in the Incident Management Console. However, that
information is accessed in other Consoles such as the Change Management Console and Problem
Management Console and provides necessary and basic information for the operation of those
processes.
To explain these processes and the way they interact, a top‐down approach is best. The most obvious
and significant place to start is defining what ITS is paid to do: Provide service. The process that handles
and manages ITS at the highest level is Service Level Management (SLM). SLM directly supervises the
performance of the Incident Management, Change Management, and Asset Management processes. It
thinks in terms of overall service quality, satisfaction, and cost effectiveness. The primary goal of SLM is
to increase service quality and satisfaction while reducing cost in the long term, while maintaining
compliance with its Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) and other
various contracts and obligations determined by business needs. SLAs, OLAs, contracts and other
relevant Configuration Items (CIs) used by SLM are stored in the CMDB and where they can be
referenced by all the other ITS processes.
ITS provides service using physical hardware, arranged/configured information in the form of software,
and business supplies or equipment that would not necessarily fall under the category of technology.
The hardware, software and supplies or equipment are assets to ITS and are referred to as Configuration
Items (CIs). The process of Asset Management (AM) focuses on CIs and CI information that has business
value. Incidents, problems, solutions, changes, service requests, defects or errors, and approvals are all
concepts created to accomplish specific goals with the CIs available to ITS. Asset Management provides
the CI information of ITS assets to all the other ITS processes and stores all the CI information in the
CMDB.
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Incidents are defined in ITIL as “any event which is not part of the standard operation of a service and
which causes or may cause an interruption to, or a reduction in the quality of that service.” Incidents
are common in IT and are dealt with by the process known as Incident Management (IM). The context
for all Incidents is defined by SLM with SLAs OLAs, and other contracts or agreements. Incident
Management uses CI data in the CMDB to start or take action to resolve Incidents and fulfill service
requests. Service Request Management (SRM) is handled within the scope of Incident Management
SRM is defined as part of IM.
When Incidents, problems and service requests, or even other externally‐proposed requirements,
necessitate certain adaptations in the business, those Changes are processed through Change
Management (CM). Change Management communicates within IT via meetings such as the Change
Advisory Board (CAB), by use of Request(s) for Change (RFCs), and by use of the CMDB. It facilitates
efficient and prompt handling of Changes as well as ensuring stabilized methods, processes, and
procedures are used for all Change while maintaining proper balance between the need for
Change and the potential detrimental impact of Changes.
Configuration Items
Another new concept being introduced into Remedy is the concept of Configuration Items, or “CIs.” CIs
are an ITIL concept and represent physical or logical items with business value. CIs are going to be
available in Remedy and will be used with Incidents and various other work processes.
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Reference
Glossary
Accelerator
A simple form for requesters to submit service requests. Requesters use the New Request Wizard
interface to submit service requests to IT, which is the only way to submit a service request from the
Requester console.
assignee
The person assigned the responsibility of working on any of the following activities: change request,
Incident ticket, problem investigation, known error, solution database entry, and so on.
assignment
Automatically or manually assigning a group or individual the responsibility of resolving an issue or
request.
broadcast message
An application feature that enables users to create messages that can be viewed by the entire organization
or by users in specific groups.
flashboard
A real-time visual monitoring tool that shows you the state of your service operations, warns you about
potential problems, and collects and shows trend data.
Incident
Any event that is not part of the standard operation of a service and that causes an interruption to or
reduction in the quality of that service. See also Incident management and problem investigation.
Incident management
As a concept, a reactive process typically initiated in response to a customer’s call. The primary goal of
the Incident management process is to restore normal service operation as quickly as possible and with
minimum disruption to the business.
Incident manager
A person who monitors Incident tickets and activities to help plan resources and to identify Incident
trends. The Incident manager also handles assignments.
navigation pane
An area on the left side of consoles that provides links to functionality and links to other programs.
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Overview console
A central console for ITSM applications. The console works like a control panel from which users can
access all assigned work and perform their primary activities.
reminder
A message similar to an AR System notification, except that you can define the content of a reminder and
specify when to send it.
requester
A person in the organization who needs assistance from the IT support staff. A requester is usually an
employee in the organization who needs to have a change implemented or an Incident resolved.
Requester console
The front end for the Change Management and Incident Management applications. It provides an easy,
user-friendly interface that allows users to quickly submit requests for change or Incidents to the two
back-end applications, and to view their submitted requests.
service request
A request for service to the IT organization. Service requests can be requests for change or requests to
resolve Incidents that impact the user.
task
A unit of work that needs to be completed as a step in implementing an Incident or problem investigation.
work info
A record describing work performed.
Getting Help
For the FAQ (Frequently Asked Questions), Known Issues, and other reference material, please visit
http://its.uncg.edu/Service_Management/Incident/Remedy/. For requests for service or problems,
please call 6TECH, visit 6TECH online at https://www.6‐tech.uncg.edu, or open an Incident in Remedy
and assign it to the Service Desk.
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