Incident Management Service Desk

Incident Management Training
ITSM 7.6.04
GITOS
Page 1
Agenda
Overview
Accessing Incident Management
Setting Application Preferences
Registering an Incident
Using Incident Templates
Searching for Incidents
Modifying Incidents
For Training Purposes Only. Printed versions of this document may not be current.
Page 2
Agenda
SRMS Dispatch
Resolving Incidents
Registering Time Worked
Additional Incident Actions
Reporting
Page 3
Objectives
Upon completion of this course, the participant will be
able to:
Describe the procedure to register an Incident

Describe the procedure to search for and modify
Incidents
Describe the procedure to resolve and close
Incidents
Page 4
Overview
Service Desk Agents function as the first point of
customer contact and ensures customer satisfaction
An efficient Service Desk Agent:

Provides the interface to the customer for all the available
services
Logs the initial call, troubleshoots, investigates, and

escalates the issues as necessary
Page 5
Overview
Obtains the necessary information from customers when they
are requesting support and registers this information in incident
in an efficient, accurate, and complete fashion
Resolves as many of the registered incident as possible within

the limitations of the skill set, access rights, and time
constraints
Applies basic diagnostic techniques to identify issues,

investigate causes, and recommend solutions to correct
common failures
Page 6
Overview
Escalates complex Incidents to the Incident Coordinator or
other technical support teams as needed
Ensures that the Incidents that have been registered, and the
ones which are not resolved are assigned to the most
appropriate group for resolution
Informs team leads of any work conflicts, dissatisfied

customers, or hardware / software malfunctions
Page 7
When the customer calls in for a service request for him/her self,
do the following:
Login to the New Remedy tool
Page 8
Enter the user name in the User Name field
Enter the password in the Password field:
Page 9
Click Log In
Page 10
The standard Home Page displays, showing the Overview
Console:
Page 11
You can select filters from the main console to show which
Incidents you would like to view:
Page 12
If this is the first time accessing the Incident Management
console, the preferences link should be set by using the
Application Preferences link in the navigation pane:
Page 13
Console View:
The default Console View, along with the search criteria, controls
which Incidents appear in the Assigned Work area This setting
can also be temporarily changed from the navigation pane of the
console:
Page 14
Other Selections you can make in standard view for the

Overview Console:
Page 15
The following selections are available from this list:
Submitted by me: displays Incidents submitted by you
Assigned to me: all Incident requests assigned to you
All: all Incident requests, regardless of who submitted them
Assigned to my group: all Incident requests assigned to a

specific support group of which you are a member. If you select
this, you are prompted to select the support group
Assigned to all my groups: all Incident requests assigned to all

of the support groups of which you are a member
Watch list: all Incident requests on the Watch list
Page 16
Filter Criteria
In conjunction with the Console View, to control which Incidents
appear in the Assigned Work area, the user can temporarily
change these settings from the Filter By area on the console:
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The user can set the default values for the following
settings:
Incident Status: Select whether to display Open, Pending,
Resolved, Closed, or all Incidents Open Incidents include
Assigned, In Progress, and Pending Incidents
SLM status: Select whether to display Incidents with no service

target assigned, within the service target, with a service target
breached, or with all service targets breached Clear this
selection to display Incidents regardless of SLM status
Role: Select whether to display Incidents where the user is the

Assignee or the Submitter
Page 18
If you want to make sure for

the incident to remain open
in the same Window when
you save it then select at the
After New Save option
Modify Request After
Submit.
Page 19
Incident Console Views
Page 20
Incident Console Views - Counts
Counts section shows the number of incidents for various
categories for the combination of Show and Filter By fields
Page 21
Incident Console Views Watch List
The Watch List
The Watch List provides a separate area where you can place
records that you particularly want to monitor.
Note: You can use the Watch List to track an incident request
record throughout its lifecycle, even if it is reassigned to a group
that you do not belong to. After you add an incident request record
to the Watch List, it stays there until you remove it.
Page 22
Incident Console Views Watch List
Working with the Watch List
The following table describes how to add and remove records from the
Watch List
Note: When you are viewing the Watch List , the Company and View By fields
at the top of the Incident Management console are disabled.
Page 23
Incident Console Views Navigation Bar
Enhanced
Process Bar
Quick menu for
Customer and
Contact
Quick Template
access
Incident Type and
Reported Source
now on the main
page
Page 24
Incident Console Views Details and Tasks
When you select an Incident in the Incident console you can see
the details and/or task related functions of it in the lower section
Page 25
There are two ways in which 2
you can create new Incidents:
1. From the left hand
navigation pane, click
New Incident link: 1
2. Click on Create
Page 26
The New Incident Request screen displays
Note: The
Incident
reference
appears as
soon as you
created your
Incident
Page 27
When an agent receives a call from a customer, the first thing the
agent should do is to adhere to the client-specific standard
greeting
For example:
Thank you for calling the ..Service Desk,
My name is <agent name>
May I have your employee ID, please?
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Entitlement
To view the greeting standards to be used for varied clients,

refer to the queue-specific Help File
The agent should obtain the necessary information from the
customers when they are requesting support and register this
information in incident in an efficient, accurate, and complete
fashion
Always ask the caller if they are calling for themselves or on
behalf of someone else
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To entitle the caller, start typing the Customer name in the
Customer Field:
To help retrieve information faster, the type-

ahead search functionality is available.
When you start to type a query into a field
that has the type-ahead search functionality,
one or more possible matches are
immediately presented for selection in a
drop-down list. As you type more
characters, the list changes to match what
you type.
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Customer search in case of Corporate ID for example:
When the People Search window

displays, enter the customers
Corporate ID into the Corporate
ID+ field and click the Search
button
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When the search
results display,
highlight the
customers name in the
table and click the View
button
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Verify the customers
information as
required by the
queue-specific Help
File. When the
information has been
verified, click the
Close button
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Return to the People
Search window and
click the Select button
to enter the caller into
the Customer tab of
the new Incident
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The customer will now be entitled, and their information will
display in the Customer Field of the new Incident
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Registering an Incident New User
If the user has the necessary permissions, they will be able to
edit the customers information in the customer record
Select Support personnel will have permissions to update
people records on an as needed basis, but the policy is that
People Record Maintenance will be done via the method
documented in the client SOW (Standard Operating Work
instructions)
This may be through an interface, CSV file load or manual
requests to the Admin Team
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Creating a New Customer Record
If the customer does not exist in Remedy, gather the required
information for the customer as detailed in the Help File
Prior to creating the record, ensure that the following
information has been gathered from the customer:
First and Last Name
Phone Number
Company
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Note: If there are no matches
to the query, the customer will
need to get access to the
system before they can enter
a request or have a request
submitted
Note: Follow the queue-
specific process listed in the
Help File to add the
customers information to the
customer record database
Use the Create button to add
a new customer to the
Remedy customer record
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Either select Template or just fill in the corresponding fields. Once
the required fields have been populated, save the entry
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Registering an Incident Temporary
Location Information
If any of the customers information in the Customer field needs to
be temporarily changed, use the buttons to edit the customer
record
First click on the double arrows:
Then Edit where

appropriate
Page 40
Example: Modify Site details
for the duration of the ticket
Select the correct site
The address details
automatically populate
Click on ok to continue
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Click the double arrow link above the Customer Phone field to
return to your starting point and continue registering your Incident:
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Registering an Incident Permanent
Modification
To make permanent modifications:
Click either the Customer or Contact link.
In the People form, make the

required changes.
Click Save and then Click Yes to
save the changes and close the
form.
Page 43
If the customer is calling on behalf of someone else, they will need to
be added in the Contact field, and the person that the request is
actually for will need to be added in the Customer field
An example may be that a Supervisor needs to have an email account
created for a New Employee:
The Supervisor will place the call with the Service Desk and provide
the New Employees entitlement information This will go into the
Customer field
Since the Supervisor is calling on behalf of the New Employee, their
information will go into the Contact field
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Determining the Nature of the Incident
After the entitlement process ask the caller how you may be of
assistance
Use the information which the user has provided to determine if
the user has contacted the Service Desk about a previously
registered incident, or if the user wants to submit a new
incident
If it is a new incident, ask for all of the necessary information to
document the details for the new incident request
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Note: Fields titles that are in Bold and have and asterisk (*) are
required by the tool, and the user will not be able to save the
Incident Request until all of the required fields have been
populated
Note: Field titles that are followed by a plus sign (+) are database
query fields that will conduct a search based upon the information
entered into each field The search can be initiated by placing the
cursor in a query field and hitting the Enter key, or by clicking the
Search button
Page 46
The new tool will also
provide feedback on which
fields should be populated
at every step so that you
could save the Incident:
Page 47
Creating a New Incident
Use the Notes field to enter the detailed information for the
Incident request Be sure to follow queue-specific guidelines
for entering information into the Notes field
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Creating a New Incident
Enter the summary of the request in the Summary field This
should be a brief description of the customers Incident request
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Note: If the agent is not currently in contact with the user (e.g., if
the user contacted the Service Desk by email), contact the user by
telephone and/or email, and request the additional information
that is needed to place into the Notes field
Note: Do not register the new Incident until this information has
been provided (if additional information is required) SLA clock
ticking
Page 50
Select the appropriate coding for the Impact field The Impact is
the extent to which the performance or the functionality of a
service is degraded
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Standard Impact Levels:
Impact Criteria
1-Extensive/Widespread Service or System Outage (Event) of Critical Systems
2-Significant/Large - High Problems which render a Critical Service or System unavailable (Not an Event single
user impact).
System Outage (Event) of Vital Systems
3-Moderate/Limited - Medium Degraded Service for Critical Applications, System or Service.

Issues which render a Vital System unavailable (Not an Event single user impact).
System Outage (Event) of Non-Critical/Vital Service or System
4-Minor/Localized - Low Issues which cause inconvenience / minor usability impact with Critical Systems.
Degraded Service issues for Vital Systems.
Problems which render Non-Critical/Vital Systems unavailable (Not an Event single
user impact)
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Select the appropriate coding for the Urgency field The Urgency
is measure of how long it will be until an Incident, Problem or
Change has a significant Impact on the Business
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Standard Urgency Levels:
Urgency Criteria
1-Critical No Work Around in place
Affected Business Critical Service
2-High Issue affected a business critical service
Large number of related Incidents
Risk of Recurrence or additional Service Impact High
Large Number of users / sites affected
Mean Time Between Failure
3-Medium Work Around in place, but not optimal

Low number of related Incidents
Risk of Recurrence or additional Service Impact Minimal
Low number of Number of users / sites affected
Mean Time Between Failure
4-Low Work Around in place

No Related Incidents
Risk of Recurrence or additional Service Impact Low
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The selection of the Impact and Urgency fields will auto-populate
the Priority field based upon the Priority Matrix
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Impact and Urgency = Priority Matrix:
Urgency
Critical High Medium Low
Impact 1 Extensive/Widespread Critical Critical High Low
2-Significant/Large Critical High Medium Low
3-Moderate/Limited High High Medium Low
4-Minor/localized High Medium Medium Low
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Registering an Incident Incident
Type
The Incident Type field determines the nature of the Incident
request
Note: The Incident Type for the SD will always be User Service
Restoration
Page 57
Registering an Incident Reported
Source
The Reported Source field determines how the request
came into the Service Desk
Example: Phone, Email, Web, etc.
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Registering an Incident - Ownership
Overview of Incident Ownership:
Incident ownership is determined automatically by BMC Remedy
Incident Management when the incident request record is created.
BMC Remedy Incident Management assigns incident ownership
based on the following criteria:
The support group of the person who submits the incident
request record.
The support group the incident request record is assigned to
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Registering an Incident - Notification
Once a Status has been updated, a notification may be
sent to designated parties via email or pager:
Step Resources notified
Incident Submission The Incident Requester who submits the incident will
receive an email notification that the request has been
submitted.
If a person is identified in the Contact fields they will also
receive an email notification that the request has been
submitted.
Incident Assignment The Incident Assignee Group will receive a notification after
the incident has been assigned to the Group and moved to
an assigned status.
The Incident Assignee will receive a notification after the
incident has been assigned to the Group and moved to an
assigned status.
The Incident Owner Group will receive a notification after
the incident has been assigned to the group.
The Incident Owner Assignee will receive a notification after
the incident has been assigned to the group.
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Registering an Incident - Notification
Notification (cont.):
Step Resources notified
Incident Resolution The Incident Owner Assignee will receive a notification after
the incident has been moved to a resolved status.
The Incident Requester will receive an email notification

after the incident has been moved to a resolved status
Incident Closure The Incident Requester will receive an email notification

after the incident has been moved to a closed status.
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Registering an Incident - Classification
Classification
There are two types of classification in BMC: Operational
Categorization and Product Categorization
Both types of classification are required: during Incident
Registration on the Classification fields and during Incident
Resolution on the Resolution fields
There are two methods in which you can classify the
Incident:
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Method 1:
From the Quick Action selection screen:
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Method 2:
From the left links Status Bar select Categorizations:
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Note: When selecting the Product categorization, if the user
knows the name of the product or service being affected, they can
go directly to Tier 3 and select the appropriate entry This will
back fill the options for Tiers 1 and 2
Note: Automated ticket routing is heavily based on Operational
and Product categorization It is very important that the most
appropriate Operational and Product categorization options are
selected to direct the Incident to the correct work group
Note: The Operational and Product Catalogues are not static and
may change over time as needed
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Classification done during Incident Registration on the
Classification tab represents the Customers view of the
Incident
Page 66
Classification done during Incident Resolution on the
Resolution tab represents the Service Desks view of the
Incident
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Operation Categorization Guidelines
Tiers Description
Tier 1 Description of what happened to the product or service.
Example: Failure, Error Message
Tier 2 High Level component that is being affected.

Tier 3 Specific component that is being affected.
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Product Categorization Guidelines
Tiers Description
Tier 1 High Level Organization of Products and Services.
Example: Infrastructure = Server, Database, network
Tier 2 Mid level break down of products and services

Tier 3 Product or service that is being affected
Example: Email
Product Name Name of the Product or Service.

Example: Outlook or Lotus Notes
Model/Version Specific Version of the Product Name.

Example: Outlook 2000
Manufacture Manufacture of the Product or service.

Example: Microsoft
Page 69
Registering an Incident - Assigning
Assigning Incident Requests
When you register a new incident request, one of the following actions
happen:
The routing rules used by BMC Remedy Incident Management
automatically assign the incident request to the most appropriate group
when the incident request record is saved.
If the incident request is created from a template that has an
assignment group predefined, the incident request is assigned to the
predefined assignment group.
Note: If you reopen a current incident request, you manually reassign
the incident request to the most appropriate group.
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If the Service Desk is able to resolve the Incident FCF, the Agents will
assign it to their Service Desk work group to perform resolution activities
as follows:
1. Select the correct SD group

2. Select your name in the list
3. Change the status of the ticket
to In Progress
4. Click on Save
5. The ticket will be saved to In
Progress status
6. Agent can directly work and
close ticket
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If the Service Desk is NOT able to resolve the Incident FCF, but needs
more research, the Agent will assign it to their Service Desk work
group to perform resolution activities as follows:
1. Select the correct SD group

2. Do not select your name in the
list
3. Click on Save
4. The ticket will be saved to
Assigned status
5. Once correct steps are known
ticket can either be set into In
Progress or referred to
Resolver Group
Page 72
If the Service Desk is not able to resolve the Incident, the user
will assign it to the appropriate Client, 3rd Party Vendor or Level
2 or 3 support team listed in the client-specific Help File
These support teams will review the Incident information and
determine how it should be resolved
Page 73
The Incident Assignee fields determine the proper
routing/escalation of the Incident The user has the ability to
assign the Incident to their own group, or another group that will
work to resolve it
Page 74
The user will manually set the Incident Assignee fields by typing
the name of the Support Group (Resolver Group listed in the
HelpFile) in the Assigned Group*+ field and hitting the Enter key
This will open a list of groups relative to the search
Page 75
Highlight the required Support Group from the list and click the OK
button The Incident Assignee fields will now be populated with
the Support Group information
Page 76
Registering an Incident - Vendor
If the customer or Third-Party Vendor is integrated with the
Service Delivery tool, Incidents can be assigned to them through
the tool such as:
During the categorization of the Incident, the Service Delivery tool may
automatically assign the Incident to the customer or Third-Party Vendor
The Incident Owner may need to manually assign the Incident to the
customer or Third-Party Vendor
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Registering an Incident - Vendor
If the customer or Third-Party Vendor is not integrated with the
Service Delivery tool, Incidents cannot be assigned to them
through the tool
In this case, the Incident Owner or Level 2 or 3 support personnel
would go to the Vendor tab, select the appropriate Vendor
Information (Vendor Name), Vendor Contact and Vendor Ticket
Information
The user will follow the standard process listed in the HelpFile for
documenting Vendor / 3rd Party information
Page 78
Registering an Incident - Relationships
There are two methods to relate an Incident:
Method 1:
Select the desired record type from the Request Type drop-down
box
Once the record type is selected, the Search button to search for
an existing record, or Create to create a new record
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2nd Method:
Click the Relationships tab
Page 80
From the Request Type list, select the type of record you
want to relate the current record to
Click Search
Page 81
In the dialog box that appears, complete the search criteria
tabs with the relevant information, and then click Search.
Note: The content of the

dialog box depends on the
type of record you chose in
the Request Type list. Try to
supply as much information
as possible in the search
dialog box to reduce the
overall number of records
returned by the search.
Page 82
From the search results table that appears, select the
request type with which you want to create the relationship
From the Relationship Type

list at the bottom of the
search dialog box, select the
type of relationship you want
to create.
Page 83
Create the relationship by clicking the appropriate relate button at
the bottom of the dialog box
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The following Relationship Types are available:
Duplicate of: Current Request is a duplicate of the Selected
Request created after the Selected Request
Original of: Current Request is an original of the Selected

Request created prior to the Selected Request
Related to: Current Request is related to the Selected

Request
Caused: Current Request caused the Selected Request
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Caused by: Current Request was caused by the Selected
Request
Resolved: Current Request resolved the Selected Request
Page 86
An Incident can be related to any of the following record
types:
Configuration Item
Another Incident (Including duplicates)
Solution Database Entry
Known Error
Problem Investigation
Note: The Relationships tab is not required to register an Incident,

but is useful in these cases
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Matching
Incident Matching Procedures (Duplicate Tickets)
At times one or more customers may contact the Service Desk of
a similar service disruption
In those situations the user can relate an Incident to another as a

duplicate
A new ticket for each requester and/or client should be opened but
related This will allow to record all Service Desk contacts while
showing the relationship of the Incidents
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matching
While working on an Incident the Service Desk Agent or Level 2 or
3 resolver should perform Incident Matching to determine if there
are other similar Incidents in progress
To do this on the Incident request:
click on Incident Matching under the Quick Action Panel
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matching
On the Search
Criteria Page 1 Tab,
type a keyword in
the Summary
Keyword Search
field and/or select if
appropriate from the
other fields
Click Search
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Registering an Incident - Searching
Searching an Incident:
Defined Search:
Ensure the Show field at the top of the viewing area points to the
appropriate entry for the type of search you want to run
entry for the type of search you want to run.
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Defined Search: continued
From the Filter By menu, select Defined Searches
Open the search category that corresponds to the search you
want to run and then select a specific search
select a specific search
Page 92
Registering an Incident - Custom Searches
Creating a custom search
You can define and save a custom search. After you save the
custom search, it appears in the My Searches node of the Defined
Searches list.
Click on Manage My Filters
Note: The My Searches node only appears after a custom search

is defined.
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The Manage My Searches Window appears
Page 94
Click Build Search Qualification
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The Advanced Qualification Builder Window appears
Build the Search, for example 'Status' = "In Progress then

click select
Page 96
Create a Search name and Click Save
Page 97
The search name appears on the left hand side under My
Searches
Click Close
Page 98
The search appears in the Defined Searches list, under the
My Searches node
Page 99
Editing and deleting a custom search
After you create a custom search, you can change the search
criteria or you can delete it. Use the following procedure to edit or
delete a custom search.
To edit or delete the custom search
1. Open the Manage My Searches dialog box as described in the
preceding procedure.
2. From the list of searches, select the search you are modifying or
deleting.
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3. Perform one of the actions described in the following
table:
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Searching all records
From the Incident Management console Navigation pane, choose
Functions =>Search Incident
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Use the tabs and fields to build your search condition. To reduce
the number of records found by the search, enter as much
information into the form as you can
When you finish entering your search criteria, click Search
Page 103
Registering an Incident - Status
When all of the fields required for registering an Incident have been
completed, select the appropriate Status and Save the Incident.
Select a Status Reason if it is required for the Status which was
selected
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Incident Status Field Definitions:
ITSM Incident Status Description
New The incident request has not yet been saved
Assigned The responsibility for the resolution of the incident request has been assigned to a specific
group or group member.
In Progress The incident request is currently being resolved.
Pending It is temporarily not possible to make any further progress in the resolution of the incident
request. The reason for this is specified in the Status Reason field.
Resolved The work on the resolution of the incident request has come to an end because of the
reason specified in the Status Reason field.
Closed The incident request has been closed because the customer has accepted the solution, or
because of the reason specified in the Status Reason field.
Cancelled The incident request has been cancelled because the customer has withdrawn the
request.
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If a Status is not selected by the user prior to saving the
Incident, it will default to a status of Assigned based upon
the information populated in the Incident Assignee fields of
the Assignment tab
The Agent may choose to continue towards the resolution of

the Incident, or exit the Incident to allow another Incident
Assignee work the Incident
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Registering an Incident Status
Reason
Some Status codes will require a Status Reason Pending,
Resolved, and Closed codes require further information in
the Status Reason fields
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Reason
Pending Status Reason Codes:
Pending Status Reason Description
Codes
Client Hold The Client has asked for the incident to be placed on Hold.
Client Action Required Action by the client is required to continue with the request. Example client needs
to provide information to continue.
Support Contact Hold Support Contact Hold
Local Site Action Required Action by someone at the local site is required to continue with the request.
Purchase Order Approval Purchase Order Approval required to continue with the request
Registration Approval Registration Approval required to continue with the request
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Reason
Pending Status Reason Codes (cont.):
Pending Status Reason Description
Codes
Supplier Delivery Supplier Delivery of equipment is required to continue with the request
Third Party Vendor Action Third Party Vendor Action Required is required to continue with the request
Required
Infrastructure Change Infrastructure Change
Request A request has been placed.

Monitoring Incident Monitoring Incident
Future Enhancement Future Enhancement required to continue with the request
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Reason
Resolved Status Reason Codes:
Resolved Status Reason Description
Codes
Customer Follow-Up Required The Incident has been resolved and Customer Follow-Up Activities are Required.
Temporary Corrective Action The incident has been resolved with Temporary Corrective Action
Future Enhancement The incident has been moved to a resolved status with the understanding that a
future enhancement is required.
Monitoring Incident The incident has been moved to a resolved status. Technical support is monitoring
the Incident.
No Further Action Required The Incident has been resolved and No Further Action Required
Closed Status Reason Codes:

Closed Status Reason Description
Codes
Infrastructure Change Created The Incident has been moved to a closed status and an Infrastructure Change has
been created.
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Registering an Incident Templates
Users can utilize templates to populate the Incident with
standard information that is entered on a regular basis A
template can also set a relationship to a Configuration Item
(CI)
The ITSM Administrator can create templates for commonly

(re) occurring Incidents
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From the left hand Navigation Pane under Functions, click New
Incident, or
Click Create
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The new Incident Window opens
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A list of templates available to your default support group
appears in the Viewing Templates for Support Group area of the
Incident Template Selection form
From the hierarchical list, select the appropriate template and
then click Select.
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Once the template is loaded, part of the Incident is completed,
as defined by the template
Complete the remaining required fields of the Incident as
appropriate and click Save
Page 115
Registering an Incident Modify
If the user is a member of the selected Incident Assignee or
Incident Owner work group, they will be able to modify the
Incident
Page 116
Incident Update Expectations
All IT support personnel working on Incidents are expected

to update the following fields on a regular basis (typically
during major status changes) during the lifecycle of the
Incident:
Impact and Urgency: To reflect the current state of the Incident
Status: To reflect the Incidents location in the Incident Lifecycle
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Relationships: Including Relating Incidents, Known Errors,
Change Requests, and Configuration Items to identify all
relationships to other process requests and configuration
items that being affected by the Incident
Work Log: To document all investigation and diagnosis,

workaround, escalation, communication and resolution
activities of the Incident
Resolution Information: Including Resolution details and

resolution categorization
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Each time an Incident
is modified and
saved, the Work Info
field must be updated
with the status and
work that has been
performed on the
Incident
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The Work Info Type field
will indicate the
modification or action that
has been performed on
the Incident
Page 120
The Date field will default to the current date and time when
the work log info is added
Page 121
The Notes field
provides the same
level of
documentation as the
Notes field in the
Incident Request
Information area
during Incident
Registration
Page 122
The Attachments area
allows the user to add up
to 3 separate
attachments with a
maximum file size of
5MB per attachment
Click on the map icon to
locate and add (a) new
attachment(s)
Page 123
Work Info entries can be locked so that once added, the Work Info
entries cannot be changed It is typically recommended that
Work Info entries should be locked to ensure the integrity of the
work info
Page 124
The View Access field allows the user to set the Work Info
entry to be viewed only by the Support Staff (Internal) or
viewed by anyone who is Support Staff as well as the
customer who requested the Incident (Public)
Page 125
Once the work info has been added, the Work Detail Field
will populate with the Work Info entries Work Info entries
can be viewed at any time by double clicking the entry
Page 126
When all of the necessary updates have been made, change the
Status of the Incident to reflect the current stage (and Save), and
continue to Incident Resolution or additional Incident Assignments
Page 127
Registering an Incident SRMS Dispatch
If the Incident needs to be resolved by a Field Service
Engineer, the user creates an SRMS dispatch via the SRMS
tab of the Incident Management Console
This will create an SRMS ticket which is sent to the

appropriate Field Service Engineer The Service Desk
Agent or Level 2 or 3 resolver will retain ownership of the
Incident request
The SRMS tab will only appear once the Incident has been
saved for the first time
Page 128
After the Incident has been created and saved go to the
SRMS tab and click the Create button
Page 129
The Main tab will populate with the
information from the Customer tab
Verify the Customer Information
Note: The IA Number comes from
the IA Number field in the Site
Information form IA is not visible on
the People Record, but the People
Record does link to the Site form
Note: These fields can be manually
changed if required
Page 130
The Summary and Notes fields
populate with the information from the
Incident Request Information that was
entered during Incident Registration
Additional information can be entered
as required
The Urgency Code, Service Type,
Scheduled Date, and Immediate
Dispatch fields are populated with
client-specific requirement See the
Clients HelpFile for clarification
Page 131
The Product Information fields will
populate with the information from the
Product Categorization fields in the
Classification tab
If the Product Information is incorrect,
or needs to be modified, select the
Product Info tab in the Create Dispatch
window
Note: The SRMS Dispatch will not work
if the Product Information is not
selected
Page 132
The Product Info tab will allow the user
to change the Product Categorization
specifically for the SRMS dispatch
The correct Product Categorization is
driven by the Company that is selected
Click the Create Dispatch button when
the necessary information has been
completed, and user is ready to create
the SRMS dispatch
Page 133
Once the SRMS Dispatch has been created, the SRMS tab will
populate Update the Work Info tab and Save the Incident to
continue the Incident process
Page 134
The Agent can View or Update the SRMS ticket at any time by
accessing the SRMS tab Double-click the SRMS record or use
the View or Update buttons
Page 135
Once the SRMS dispatch has been created and or modified, the
Agent should set the Status to Pending and the Status Reason to
OnSite SR to reflect that the SRMS ticket is being worked on.
Page 136
Handle Time for Incidents may not be automatically tracked

in the Remedy Incident Management Tool
In that case any individual who performs work on an Incident

must register the amount of time they have worked on it
Page 137
To register the amount of time worked on an Incident, In the
Work Detail area, click the clock graphic beside the Assignee
field to open the Effort Time Spent window
Page 138
The Current Assignee Effort Time area will reflect the
amount of time work on an Incident by each user
Click the Update Assignment Log button to record the
time worked
Page 139
If this is the first time for the user to register time worked, they will
need to confirm the Assignee information in the Add Assisted
Assignment Log fields
Page 140
Use the up arrows or type in the amount of minutes spent working
the Incident, and click the Add button to add the Assignee and the
amount of time worked to the table
Page 141
Upon clicking the
Add button, the
users record
and Assisted
time will reflect in
the table
Click the Close
button to exit the
window and
return to the
Incident
Page 142
Registering Additional Time
Worked
If the user needs to update the
Incident at a later time, they
can access the Assignment tab
at any time and enter additional
time worked using the same
process
If the users Assisted Time
already appears in the table,
they will need to highlight their
record in the table and use the
Update Assignee Effort
Duration fields to record/update
additional time worked
Page 143
Type in the amount of time to update the record, and use the plus
(+) or minus (-) buttons to add or subtract time from the record
Page 144
The updated Assisted time will reflect in the record Click the
Close button to return to the Incident and Save to proceed
Page 145
Resolving Incidents
First method
Click on Categorizations and fill in the Resolution
Categorization and Resolution Product Categorization
Page 146
Resolving Incidents
These fields in the Resolution tab may differ from the
Classification tab based upon what the Incident Owner at the
Service Desk perceives as the true classification
Page 147
Resolving Incidents
To complete an incident request
1 Open the incident request record.
2 Change the Status field to Resolved.
3 Select the appropriate status reason.
Page 148
Resolving Incidents
Now that the Status has been set to Resolved, make sure that the
individual and group that is resolving the Incident is listed in the
Incident Assignee fields Click the Save button to resolve the
Incident
Page 149
Resolving Incidents
Second Method Accelerated Closure
Page 150
Resolving Incidents
If there is no Positive Call Closure required (i.e., Priority 3 and 4
Incidents), the Incident will automatically move to a closed status
after 3 actual days
If Positive Call Closure is required, the Service Desk Agent or
Incident Coordinator (depending on the Incident Owner
Assignment), will perform Positive Call Closure and then move
the status of the Incident to a Closed status
Note: Incidents in a Status of Closed cannot be reopened If the
Incident has been closed, a new Incident should be created and
related to the Closed Incident
Page 151
Resolving Incidents
Incident Resolution Validation (Positive Call Closure) If
Required
Incident resolution verification is required for all Priority 1 and 2
Incidents, and will be based on customer requirements for
Priority 3 and 4 Incidents
When the Incident has been moved to a Resolved status, the

Incident Owner must contact the customer to verify Incident
resolution
The Incident Owner will be notified to validate resolution with the

customer and move the Incident to a Closed status
Page 152
Resolving Incidents
If the Incident Owner has the customer on the phone at the time
of resolution, they should validate resolution with the customer
and then make the appropriate Incident ticket updates before
moving the ticket status to Closed
Note: The individual resolving the Incident must set themselves

as the Incident Assignee prior to closing the Incident
If the Incident Owner does not have the customer on the phone
at the time of resolution they should attempt to contact the
customer and validate Incident resolution
Page 153
Resolving Incidents
If the Incident Owner does not reach the customer on the
telephone they should leave a message with the details of the
Incident such as:
Service Desk Incident Owner Name
Incident Number
Description of the Incident
Page 154
Resolving Incidents
After the user has left the message, update the Work Info tab
with the following details:
Person the message was left for
Date and Time the message was left
Note: The Incident Owner must attempt resolution 3 times before

moving the Incident to a Closed status
Page 155
Resolving Incidents
When Incident Positive Call Closure has successfully occurred,
the Incident Owner can set the Incident Status to Closed (enter
Status Reason if required) and Save the Incident
Note: See the Incident Resolution Validation (Positive Call
Closure) Procedures for more details
Page 156
The Reporting functionality in ITSM 7.6.4
Consolidated Reports
console for running and
viewing existing reports &
creating new reports
including charting (pie,
bar, line) with access
control
Reports can be exported
to various file formats
such as PDF, MS Word,
PowerPoint and Excel
For better usability, the reporting functionality can be accessed
both from a separate Report Console link, or directly from the
console you are working in at the moment:
You can access Reports directly from navigation menu in the
IM console
You can access Reports from the IT Home Page under the
Quick Links \ AR System Report Console
To access the Reporting
functionality from the IM
console, go to:
1. Functions menu
2. Reports
To access the Reporting
functionality from the IT Home
Page, follow the steps below:
1. Applications
2. Quick Links
3. AR System Report
Console
The Report Console allows you to:
- Run existing Reports
- Create new Reports
Running an existing Report
When running an existing Report you can specify the
Destination, Format, Filename and Character Encoding of
the Report:
Creating a new Report
When creating a new Report, you can specify your own
criteria in details
To create a new Report, click on the New button in the top-
right corner:
Specify the Type, Form and Name of the Report
Then click on OK
The New Report window opens, in which you can specify
the details of your Report
Page
165
The Fields tab allows you to specify what fields will be
visible in your Report
The Sorting tab allows you to specify how the data will be
sorted in your Reports
The Statistics tab allows you to include statistics in your
Report according to the criterias you specify
The Page Setup tab allows you to specify the page layout of
your Report
The Qualification tab allows you to build additional search
criterias for your Report using the Qualification builder
functionality
The Description tab allows you to provide a description of your
Report
The Permissions tab allows you to specify Assignee Groups
for your Report
The Administration tab allows you to view information about
the current Report (Create and Modified Dates) and to set
the status of the Report to Pending, Inactive or Active
Once you specified the details of your Report, click on Save.
Calls regarding existing Incidents
If a customer contacts the Service Desk about a previously

registered incident, conduct a search to locate and open the
Incident
Look up the status of this Incident and review its progress in
the Work Detail field
Determine if the customer is calling about an Incident that is
already resolved or is still in progress
Page 175
If the Incident is still in progress:
Provide customer with update on the status of the Incident
If the user has provided additional information that is
relevant to the resolution of the Incident, enter this
information on the Work Info tab of the incident
Use the Attachments field of this tab to attach any related
files to the incident
Inform the Level 2 or 3 (Incident Assignee) to whom the
Incident is assigned of the information that has been added
to the incident
Page 176
Document the actions, status and any additional
information regarding the incident in the Work Info tab
Select Customer Status Update from the Work Info Type
drop-down options
Enter the customers name, date, and time of the inquiry
and the outcome of the inquiry in the Notes field of the
Work Info Entry
Note: Incidents in a status of Closed cannot be reopened,
a new ticket should be created and related to the existing
ticket
Page 177
If the customer is not satisfied with the solution, enter
Closure Follow up in the Work Info tab
Enter the customers name, date and time of the inquiry,

and the reason why the caller user is not satisfied with the
provided solution in the Notes field of the Work Info Entry
Page 178
Determining Resolved or Closed Status
If the caller is not satisfied with the solution provided and the
Incident is resolved and the Incident status is marked as
Resolved:
Reassign the Incident by setting the Status field back to
Assigned
Set the Incident Coordinator as the Incident Owner
The Incident Owner will determine where it should be
reassigned
Page 179
If the caller is not satisfied with the solution and the Incident is
resolved and the Incident status is marked as Closed
Inform the requester that the Incident has been closed
Open a new Incident and relate that new Incident to the closed
Incident
Page 180
Objectives Revisited
You should now be able to:
Describe the procedure to register an Incident
Describe the procedure to search for and modify Incidents
Describe the process to create an SRMS dispatch request
Describe the process to register time worked in an Incident
Describe the procedure to resolve and close Incidents
Describe the procedure to create Reports
Page 181

Incident Management Service Desk

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Incident Management Service Desk

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Incident Management Training

Accessing Incident Management

Setting Application Preferences

Using Incident Templates

Searching for Incidents

Registering Time Worked

Additional Incident Actions

Describe the procedure to register an Incident

An efficient Service Desk Agent:

Logs the initial call, troubleshoots, investigates, and

Resolves as many of the registered incident as possible within

Applies basic diagnostic techniques to identify issues,

Informs team leads of any work conflicts, dissatisfied

Enter the password in the Password field:

Other Selections you can make in standard view for the

Assigned to my group: all Incident requests assigned to a

Assigned to all my groups: all Incident requests assigned to all

SLM status: Select whether to display Incidents with no service

Role: Select whether to display Incidents where the user is the

If you want to make sure for

My name is <agent name>

May I have your employee ID, please?

To view the greeting standards to be used for varied clients,

To help retrieve information faster, the type-

When the People Search window

Then Edit where

In the People form, make the

3-Moderate/Limited - Medium Degraded Service for Critical Applications, System or Service.

3-Medium Work Around in place, but not optimal

4-Low Work Around in place

Impact 1 Extensive/Widespread Critical Critical High Low

2-Significant/Large Critical High Medium Low

3-Moderate/Limited High High Medium Low

4-Minor/localized High Medium Medium Low

The Incident Requester will receive an email notification

Incident Closure The Incident Requester will receive an email notification

Tier 2 High Level component that is being affected.

Tier 2 Mid level break down of products and services

Product Name Name of the Product or Service.

Model/Version Specific Version of the Product Name.

Manufacture Manufacture of the Product or service.

1. Select the correct SD group

1. Select the correct SD group

Note: The content of the

From the Relationship Type

Original of: Current Request is an original of the Selected

Related to: Current Request is related to the Selected

Caused: Current Request caused the Selected Request

Resolved: Current Request resolved the Selected Request

Another Incident (Including duplicates)

Solution Database Entry

Note: The Relationships tab is not required to register an Incident,

In those situations the user can relate an Incident to another as a

Note: The My Searches node only appears after a custom search

Build the Search, for example 'Status' = "In Progress then

New The incident request has not yet been saved

The Agent may choose to continue towards the resolution of

Support Contact Hold Support Contact Hold

Registration Approval Registration Approval required to continue with the request

Infrastructure Change Infrastructure Change

Request A request has been placed.

Closed Status Reason Codes:

The ITSM Administrator can create templates for commonly