Remedy ITSM 7 Incident User Guide Ver 1.2

REMEDY ITSM 7.0 User Guide

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

UCSF - OAAIS Customer Support Services June 2009 Version 1.1

Table of Contents TOC

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


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


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

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About Remedy ITSM – Service Desk Chapter 1

Chapter 1 About Remedy ITSM – Service Desk This user guide will introduce you to using the Service Desk module of Remedy IT Service Management (ITSM) version 7.0 from the Support Staff perspective. Remedy is a form based client-server database suite that OAAIS-CSS has customized to meet the support call tracking and workflow needs of IT groups at UCSF. Remedy IT Service Management (ITSM) consists of the Remedy Service Desk (Incident Management and Problem Management); Task Management, Change Management; Asset Management; and Service Level Management. The customer’s view (help.ucsf.edu) is called the Requester Console.

Who is Using Remedy ITSM? Some of the IT groups at UCSF using Remedy: Campus Life Services

Medical Center IT

Office of Research Services

Controller’s Office

Nursing

School of Medicine

CPBC

OAAIS

Surgery

Dentistry As multiple groups with different needs are using Remedy, you should keep in mind that not all aspects of the package apply to your group.

What Does Remedy ITSM Do?

Provides infrastructure to link customer support staff in varied locations.

Provides incident logging and tracking capability.

Enables speedy resolution of customer incidents.

Links all customer support staff to:

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incident tickets

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customer data

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customer support staff/expertise

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solution information

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ticket status

About Remedy ITSM – Service Desk Chapter 1

Remedy User Roles There are three types of users who are involved with the operations of Remedy:

Requesters or Customers are individuals with incidents and service requests who initiate tickets. They may also submit satisfaction surveys (if departments enable).

First-line Support Staff are members of the Service Desk. They are the primary contacts for all customers and are responsible for recording incidents and coordinating their resolution. Typically, the first-line support staff own all incidents and are therefore responsible for validating incident resolutions with their customers. Second-line and third-line support are responsibilities are to provide an accurate analysis and diagnosis of their assigned incidents to restore service to the affected customers. Support staff responsibilities include: o Creating, classifying, and updating incident records. o Escalating incidents that need to be resolved based on SLM terms or perception of urgency. o Resolving incidents or assigning for resolution. o Coordinating and validating resolutions with customers. o Closing incidents and determining customer satisfaction. Support can also participate in the problem management process and the change management process.

Managers are responsible for the quality and integrity of the incident management processes. Support group leads and managers are responsible for the work of members of their support group. They coordinate the assignment of incidents to support staff. Managers responsibilities include: o Monitoring incidents. o Monitoring open incidents requiring assignment. o Managing the assignment of incidents to their appropriate support groups for resolution. o Receiving notifications of incident assignments and escalations. o Facilitating the resolution of escalated incidents in accordance with the escalation policy. o Ensuring the resolution of incidents within the support group's service targets. o Ensuring the overall completeness and accuracy of closed incidents.

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About Remedy ITSM – Service Desk Chapter 1 o Reviewing reports. o Ensuring that incidents requiring root cause analysis are copied into Problem Management. o Managing support group membership. o Managing scripts, templates, and decision trees.

System Administrators are responsible for the application management of Remedy. They set up database definitions, set access permissions for users, and design the workflow process.

Fixed and Floating License Types Every Remedy user has a User Name with a corresponding license type. The license issued to your account is based on how often you will be using the system.

With a Fixed License you can read, submit and update existing requests. Fixed licenses are permanently associated with a single user name. You can always access the Remedy tool.

With a Floating License you have the same privileges as a Fixed License, but your license is not associated with a single user name. A pool of Floating Licenses is available at any given time. If all licenses are in use by other support staff, when you log in you will receive a warning advising you of this. You can still read and submit requests but you are not allowed to update existing requests. If a license becomes available while you are logged in, it will be allocated to you.

User Tool Every Remedy user has a user tool to access the Remedy system.

Customers: the Requester Console via “help.ucsf.edu” Support Staff and Managers: the “Action Request System” desktop application or “remedy.ucsf.edu” web page

The User Tool allows you to:

Submit tickets describing incidents or support requests.

Query for information or to keep track of previously submitted tickets.

Run reports.

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Opening the Application Chapter 2

Chapter 2 Opening the Application Overview You must have a User Name and Password to use Remedy ITSM. User access is established by the Remedy Administrator. If you do not know your login/password please contact OAAIS Customer Support (chapter 12). You must also have version 7 of the desktop application [http://remedy.ucsf.edu/remedy/home/software.html]

¾ Login (website) 1. Go to remedy.ucsf.edu and bookmark this page. 2. Click the link “login to remedy.ucsf.edu” at the top of the page. 3. Login. Note 1: do not bookmark the login page. [Launching from a bookmarked login page may generate an error.] Note 2: You must allow “pop-ups” for this site. Please note: remedy.ucsf.edu is only for support staff. Customers should be directed to help.ucsf.edu.

¾ Login (desktop application) 1. Open the application from the START menu. Start > All Programs > Action Request System > BMC Remedy User, as shown in Figure 2-1.

Figure 2-1 BMC Remedy User Application 2. Enter your User Name and Password, and click OK, as shown in Figure 2-2.

Figure 2-2 BMC Remedy User Tool Login Prompt

If the login is successful, you will see the IT Home Page, as shown in Figure 3-1 (chapter 3).

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Opening the Application Chapter 2

¾ Trouble Logging In

If the login is unsuccessful, a dialogue box will provide an explanation, as shown in Figure 2-3.

Figure 2-3 Login Problem Dialogue – Authentication Failed 3. In this example, the error “ARERR [623] Authentication failed” means you have connected with the server but the Login AND/OR Password is incorrect. 4. Click OK and carefully type the password again, making sure the Caps Lock is not on. Some possible reasons for an unsuccessful login:

Incorrect User Name and/or Password

User Name and Password are both CaSe SeNsItIvE

Never cut/paste, always manually type

“Spaces” are also login characters (make sure no spaces are inadvertently used in User Name or Password)

Local or wide-area network connectivity issues

The Remedy Server is temporarily unavailable

See Chapter12 for Remedy Support if you need further assistance.

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Introduction to the IT Home Page Chapter 3

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

[ucsfrem6.ucsf.edu]

Figure 3-1 IT Home Page

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Introduction to the IT Home Page Chapter 3

Quick Links The IT Home page provides a single point of access to one or many applications based on your permissions. To access an application, you select the appropriate link in the left navigation pane.

[ucsfrem6.ucsf.edu]

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Quick Link

Opens What?

Approval Central

[future use] Used with Change Management.

Change Password

Allows you to change your Remedy password.

[ucsfrem6.ucsf.edu] Remedy Support

Access to “legacy” Remedy ITSM version 6 data.

Asset Management Console

[future use] Access to Asset Management.

CCM Calendar View

[future use] Used with Change Management.

Change Management Console

[OAAIS] Access to Change Management.

Overview Console

Access to the Overview Console.

Incident Management Console

Access to the Incident Management Console.

Problem Management Console

Access to the Problem Management Console.

Requester Console

Access to the Requester Console (same view as help.ucsf.edu)

Overview and Incident Management Consoles Chapter 4

Chapter 4 Overview and Incident Management Consoles Overview Consoles are the primary interfaces to interact with records, providing quick access to the information you need and the procedures you perform most often. The Overview console displays all records together in one table (Incident, Problem, Task, Change, etc.) The Incident Management console specializes in Incidents.

Working with the Overview Console This section discusses how to use the Overview console.

¾ Open the Overview Console 1. On the IT Home Page form, under the Foundation Elements heading click the Overview Console link.

The Overview console is displayed, as shown in Figure 4-1.

Figure 4-1 BMC Remedy IT Service Management Overview console

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¾ Using the Assigned Work table The Assigned Work table lists different types of records. Each type of record is identified by a specific prefix:

INC—Identifies incidents.

CRQ—Identifies change requests.

TAS—Identifies tasks. Tasks can be attached to incidents, problem investigations, or change requests.

PBI—Identifies problems.

SDB—Identifies solution database entries.

PKE—Identifies known errors.

PR—Identifies purchase requisitions. [future use]

You can also change the table’s contents by using the Company filter and Console View fields at the top left corner of the console, based on the Console Functions “Select Status Values” settings: •

Company—Shows records associated with a particular company (useful in a multi-tenancy environment).

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Personal—Shows all the records that are assigned to you.

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Selected Groups—The options below this heading apply to records that are assigned to your support groups. When you select an option for selected groups, you are prompted to select from all support groups for which you are a member. o Show All—Shows all records for the groups you select. o Show Unassigned—Shows all the records that are unassigned to an individual, but which are assigned to the groups you select.

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All My Groups—Shows all the records that are assigned to all support groups that you belong to. If you belong to more than one support group, the records for all those groups appear. o Show All—Shows all records. o Show Unassigned—Shows all the records that are unassigned.

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¾ Creating Records from the Overview Console From the Overview console, you can create new records for the various ITSM applications installed. 1.

From the Overview console, click Create.

The Select Request Type dialog box appears, as shown in Figure 4-2.

Figure 4-2 Select Request Type dialog box 2. From the Request Type list, select the type of record you want to create. o Incident o Infrastructure Change [OAAIS] o Known Error [associated with problem management] o Problem Investigation o Purchase Requisition [future use] o Solution Database [associated with problem management] 3. Click Select.

The New form of the application appropriate to the type of record you are creating appears.

¾ Searching for Records from the Overview Console From the Overview console, you can search for records from the various ITSM applications installed. 1. From the Overview console, click Search.

The Select Request Type dialog box appears.

2. From the Request Type list, select the type of record for which you want to search. 3.

Click Select.

A search dialog box appropriate to the type of record for which you are searching appears.

4. Enter search criteria as needed to search for the record.

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Working with the Incident Management Console ¾ Open the Incident Management Console 1. On the IT Home Page form, click the Incident Management Console link.

The Incident Management console is displayed, as shown in Figure 4-3.

Figure 4-3 Incident Management Console The Incident Management Console is the primary interface that you will use for your work. The console lists the incidents assigned to you under the table Assigned Work. Table 4-1 describes the function of each section of My Console.

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

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Assigned Work Displays a summary of assigned Incidents.

Details tab When an Incident is selected from the Assigned Work table, a summary of the information appears in the Details tab.

Tasks tab When an Incident is selected from the Assigned Work table, any associated Tasks can be viewed in the Tasks tab.

Work Info When an Incident is selected from the Assigned Work table, if a Work Info entry exists, they can be viewed here. New Work Info entries can be created also.

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

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Navigation Pane [Company & Console View] When the Console is first loaded, the Company field is blank. If you support more than one company, you can select a company from the list to view Incidents from only that company. The Console View section provides options to look at work assigned specifically to you or to your support groups. When you select an option, the Assigned Work table is updated based on the Search Criteria’s Status field.

Personal: Shows all the records assigned to you. Select My Groups: The options below this heading apply to records that are assigned to your support groups. When you select an option, you are prompted to select from all support groups for which you are a member. Show All: Shows all records for the groups you select. Show Unassigned: Shows all the records that are unassigned to an individual, but which are assigned to the groups you select. All My Groups: Shows all the records that are assigned to all support groups that you belong to. If you belong to more than one support group, the records for all those groups appear. Show All: Shows all records. Show Unassigned: Shows all the records that are unassigned.

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Navigation Pane [General Functions] From the General Functions section you can: create a New Incident; Search Incidents; set your Application Preferences; create Reminders; run Reports; Manage CIs [future use]; View a Flashboard [future use]; or display the Process Overview diagram.

Navigation Pane [Other Applications] From the Other Applications section you can access other ITSM applications. The Overview console is discussed in Chapter 7. Change Management [OAAIS] is for tracking infrastructure changes. Problem Management is discussed in Chapter 9. Asset Management [future use] tracks CIs. CMDB [future use] is related to Asset. Manager Console Depending on your role and permission you may have access to the Manager Console.

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Creating a New Incident/Service Request Chapter 5

Chapter 5 Creating a New Incident/Service Request Overview Incident Management lets you record disruptions (incidents) to the services within your organization. You will also record Service Requests in the Incident form. WARNING: Never enter social security numbers into any field in Remedy. If you find a social security number in a field, please remove it. If you can’t modify (work info entry or closed ticket) please contact OAAIS Customer Support immediately.

Incident Lifecycle There are five stages in the life cycle of an incident, represented in the golden Process Flow Status bar. Each stage is highlighted in white as you move through the life cycle.

Identification and Recording: In this stage, an incident is recorded and recognized as a disruption to normal IT services. Investigation and Diagnosis: In this stage, you can search existing information for a possible solution. Resolution and Recovery: In this stage, you resolve and recover from the service disruption to enable the customer to resume work. Incident Closure: In this stage, you ensure that the service has successfully been restored and that the customer is satisfied with the resolution. Closed: In this stage, the incident is closed and no further action is necessary.

Service Level Management (SLM) The Incident form displays both overview and in-depth information about the incident in relation to applicable service targets. The SLM Status area shows whether the incident breaches service targets defined in SLM, as described below. An incident can have service targets for response time and resolution time. See Chapter 5, page 33 for information on the SLM tab.

Color Green

Description Incident does not violate the conditions of the service targets At least one service target has been breached Yellow Service Target Breached All Service Targets Breached The terms of all service targets have been Red breached No Service Target Assigned Incident has no applicable service targets Gray

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SLM Status Within the Service Target


¾ Creating a New Incident From the Nagivation Pane on Incident Management, click “New Incident” to open the Incident form. You may also click the “Create” button from the Console.

The Incident (New) form is displayed, as shown in Figure 5-1.

Figure 5-1 Incident (New) Form

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¾ Using a Template You can use templates to populate the incident with standard information that is entered on a regular basis. Templates are created by the Administrator. To use a template: 1. On the New Incident form. 2. From the navigation pane, choose Quick Links > Select Template. The Incident Template Selection form appears. 3. If you belong to more than one support group, you are prompted to select the appropriate support group first. A list of templates available to your support group appears, as shown in figure 5-2.

Figure 5-2 Template Form 4. Highlight the appropriate template, then click Select. Part of the incident is completed, as defined by the template. 5.

Complete the rest of the Incident as appropriate (see field definitions below).

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¾ Filling Out an Incident without a Template 1. Fill in the required fields, shown in bold, on the upper section of the form. Table 5-1 describes the field definitions. Table 5-1: Incident (New) form – Upper Section Incident ID*+

System generated incident ID. Notice the ID will pregenerate after the Customer Information is populated from People Info db. Also, the ID starts with INC.

Summary* (required)

Enter a brief description of the Incident or Service Request. For example, the Summary could be “Password reset” or “New account request”.

Notes

Additional information describing more about the Incident or Service Request.

Status* (required)

Options are New (displayed when creating a new record); Assigned (auto-set to Assigned when you create a incident assigned to someone else); In Progress (actively working on the incident – also, must select if assigning a record to yourself); Pending (can’t work on the incident, must fill in the Status Reason field); Resolved (a solution or work-around has been found, must fill in the Status Reason field); Closed (the system will auto-close the record in 5 business days); Cancelled (if record was an accident or the issue does not need resolution, customer or support staff may mark incident as cancelled).

Impact* (required)

Options are 1-Extensive/Widespread, 2Significant/Large; 3-Moderate/Limited; 4Minor/Localized. Based on the # of people are affected.

Urgency* (required)

Options are 1-Critical, 2-High, 3-Medium, 4-Low. Based on how many system, processes, and business units are affected, as well as if a work around is possible or not.

Status Reason

Used when marking the Status as Pending or Resolved.

Priority*

Auto-set based on combination of settings selected in field Impact and Urgency.

Weight*

Displays the numbered weight of combining Impact plus Urgency to specify the Priority.

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Creating a New Incident/Service Request Chapter 5 2. Fill in the fields, on the lower section of the form, in the Customer tab, as shown in Figure 5-3. Fields with a bold label must be filled in. 2a) In the First Name*+ field, type the customer’s first name (i.e. Lisa) and in the Last Name*+ field, type the customer’s last name (i.e. Smith) and then press Enter on your keyboard.

If the customer that is populated is incorrect, click the “Clear Customer Information” button and type different information.

If there is the only one match in the People database, the remaining fields in the tab are automatically filled in.

If there is more than one match in the People database, the People Search form will display the found set of matches. Highlight the correct entry and click the “Select” button to populate the incident.

If the customer does not have a record in the People database, you will see the error “No people match the search criteria entered in the Company, Last Name, First Name, and Phone Number fields”.

2b) If the information that automatically fills is incorrect, it can be modified. Click the phone button to modify the phone number. Update the Internet E-mail field. Update the Site+ field. Complete the Work Site field. Complete the Room field. 2c) If no information fills in, you have misspelled the customer’s name or there is no record of this person in the People database. [see the following section on “adding a customer profile”] Note – The People database is updated with information from CLS (Campus Locator System) on a daily basis. The CLS records for your department are maintained by your Payroll/Personnel Analyst. Remedy Support Staff records are not updated by CLS.

Figure 5-3 Incident (New) Form – Customer tab

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Adding a Customer Profile Before you can record an incident, the customer must be listed in the People database.

¾ Adding a New Customer Profile If a customer is not listed in the database, you can add a customer’s profile. 1. In the incident form, click the Customer or Contact tab. 2. Click Create. The People form appears, as shown in Figure 5-4.

Figure 5-4 People Form 3. Complete the required fields. You do not need to add all of the information for this individual’s profile, only what is necessary to submit the record. 4. After you have finished entering the information, click Save. The status of the person you added has a default value of Proposed. Your People/Contact administrator must verify those in proposed status, update them to Enabled, and add any other information that is necessary.

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Creating a New Incident/Service Request Chapter 5 Table 5-2: Incident (New) form – Customer Tab First Name+* (required) Last Name+ (required)

Type the customer’s first name (and last name) in the fields and hit enter. If more than one match is found, a list is provided. If no match is found, attempt to use a last name only and select from the list. When a name is selected, multiple customer fields are automatically filled in. Names can be typed in any case. Names are forced to UPPER CASE in the database. To search on the customer's first name only you must also complete at least one of the following Customer fields: Company, Last Name, Phone Number. Enter an additional value in any one of these fields, then press ENTER on your keyboard. For more information, see instructions on page 23

Corporate ID

The UC ID of the customer..

Phone Number*+ (required)

The customer’s phone number. [manual entry or auto fill]

Internet E-mail

The customer’s email. [manual entry or auto fill]

Company*+

The customer’s company. (Campus or Medical Center)

Organization

The customer’s organization/region. (upper level)

Department

The customer’s department.

Site+

The customer’s site. [manual entry or auto fill]

Work Site

A list of UCSF buildings. This value should specify the location of the incident (may be different than the customer’s site). [manual entry]

Room

Specifies the room number of the incident. [manual entry]

Pager

The customer’s pager number. [manual entry or auto fill]

Box #

The customer’s mailing box. [manual entry or auto fill]

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Creating a New Incident/Service Request Chapter 5 3. Click the Contact tab, as shown in Figure 5-5. Table 5-3 describes the field definitions.

Figure 5-5 Incident (New) Form – Contact Tab

The Contact tab contains fields for a customer’s “Other Contact” relevant to the Incident ticket. A customer may have elected to identify a computer support person or other contact for you to also be in contact with. Table 5-3: Incident (New) form – Contact Tab

First Name+ Last Name+

Type the contact’s first name (and last name) in the fields and hit enter. If more than one match is found, a list is provided. If no match is found, attempt to use a last name only and select from the list. When a name is selected, multiple contact fields are automatically filled in. Names can be typed in any case. Names are forced to UPPER CASE in the database. To search on the contact’s first name only you must also complete at least one of the following Contact fields: Company, Last Name, Phone Number. Enter an additional value in any one of these fields, then press ENTER on your keyboard. For more information, see instructions on page 23

Phone Number+ Internet E-mail Pager Box # Company+ Organization Department Site+

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The contact’s contact and location information. [manual entry or auto fill]

Creating a New Incident/Service Request Chapter 5 4. Click the Classification tab, as shown in Figure 5-6. Table 5-4 describes the field definitions.

Figure 5-6 Incident (New) Form – Classification Tab

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The Classification tab contains fields for classifying the Incident and Other Information.

Creating a New Incident/Service Request Chapter 5 Table 5-4: Incident (New) form – Classification Tab Incident Service Type Company*+ Service Type* (required)

This Company*+ field can auto-populate based on the Company of the customer. This setting specifies which company services the incident and can be updated. The Service Type* field is used to differentiate between Service Restorations and Service Requests.

Reporting Information Reported Source Reported Date+

The Reported Source field specifies the source of the incident. Some options: Email, Phone, Voice Mail, Web, etc. Important: see page 33 for information about SLM The Reported Date+ field will auto-populated when a customer is populated from the People form. The date/time can be adjusted if the incident is being created after an incident was first reported (e.g. email or voicemail from yesterday).

Other Information Problem Phone Problem IP Problem Host Name

The Problem Phone that requires investigation, if different from the customer’s number. The Problem IP that requires investigation. The Problem Host Name of the device that requires investigation.

Operational Categorization Tier 1 Tier 2 Tier 3

Set the Operational Categorization [Do what? To what?] which contains a list of operational services.

Product Categorization Tier 1 Tier 2 Tier 3 Product Name+ Model/Version Manufacturer

Set the Product Categorization (if applicable) which specifies the product the operation is being done to.

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Tip: If you select a Tier 1 entry, you may hit the ENTER key on your keyboard for a listing of the Tier 2 & 3 options.

Products include Software (applications), Hardware, or Services. Tip: If you type a product in the Product Name field, you may then hit ENTER on your keyboard to auto-populate the other fields for Product Categorization.

Creating a New Incident/Service Request Chapter 5 5. Click the Work Info tab, as shown in Figure 5-7.

Figure 5-7 Incident (New) Form– Work Info Tab Use the Work Info feature to add work information regarding activities performed on the current record. See Chapter 6, page 10 for creating Work Info entries.

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Creating a New Incident/Service Request Chapter 5 6. Click the Tasks tab, as shown in Figure 5-8.

Figure 5-8 Incident (New) Form – Tasks Tab You can assign tasks to one or more people without changing the assignment of the incident. You can only create a task after the incident is created. See Chapter 7 for working with Tasks. 7. Click the Assignment tab, as shown in Figure 5-9. Table 5-5 describes the field definitions.

Figure 5-9 Incident (New) Form – Assignment Tab

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The Assignment tab contains fields for assigning the incident and for tracking effort (information on effort tracking is in Chapter 6, page 43).

Creating a New Incident/Service Request Chapter 5 Table 5-5: Incident (New) form – Assignment Tab Set Assignment using

Select from Set Assignment using, as indicated:

My Default Group: Assigns the incident to you and your default group. My Group List: Opens a list of all groups to which you belong. Select the appropriate group from this list. Favorite Groups: Assigns the incident to the typical groups to which your support group assigns incidents. Auto Assign: The same as the Auto Assign link in the navigation pane, this assigns the incident based on predefined mapping. Current Owner: Resets the incident assignee to the incident owner. For example, if several people have worked to resolve the incident, you might assign the incident back to the owner to communicate the resolution to the customer. For details on the default value for the Incident owner, see “Understanding incident ownership” below. Incident Owner

Auto-sets based on the Incident Assignee selected.

For details on the default value for the Incident owner, see “Understanding incident ownership” below.

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Understanding Incident Ownership Incident ownership is set when the incident is submitted. The incident owner depends on the support group membership of the person submitting the incident, as well as the support group being assigned the incident. For example, consider the following three support groups: Support Group A has a support group role of Help Desk. Person A is in Support Group A. Support Group B does not have a support group role of Help Desk; for example, it might have a support group role of Tier 2. Person B is in Support Group B. Support Group C does not have a support group role of Help Desk; for example, it might have a support group role of Tier 3. Based on these support groups, the following example events show how the incident owner is set:

Person A submits an incident. Because Person A is a member of a support group with the role of Help Desk, ownership of the incident is set to Support Group A, regardless of who is assigned this incident.

Person B submits an incident and assigns it to Support Group A. Ownership of the incident is set to Support Group A because the group has the role of Help Desk.

Person B submits another incident, and assigns the incident to Support Group C. Support Group B becomes the owner, because Person B is the submitter.

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Creating a New Incident/Service Request Chapter 5 8. Click the Vendor tab, as shown in Figure 5-10.

Figure 5-10 Incident (New) Form– Vendor Tab

When you work with a vendor to resolve an incident, you can indicate that the incident is assigned to the vendor. The following procedure is used to track incidents that require vendor support.

8a. Select/Type the vendor company, organization, and group. 8b. Enter any other information you need to track, such as the vendor incident number.

When saved, the Vendor Assignment Status field is set to Assigned. The Reported to Vendor Date is set to the current date and time, if you did not specify otherwise.

9. Click the Relationships tab, as shown in Figure 5-11.

Figure 5-11 Incident (New) Form – Relationships Tab You can create relationships among records and services across ITSM. You can only create a relationship after the incident is created. See Chapter 6, page 49 for working with Relationships.

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Creating a New Incident/Service Request Chapter 5 10. Click the Resolution tab, as shown in Figure 5-12.

Figure 5-12 Incident (New) Form – Resolution Tab Resolution information is required when marking incidents as Resolved or Closed. See Chapter 6, page 68 for working with the Resolution tab.

11. Click the SLM tab, as shown in Figure 5-13.

Figure 5-13 Incident (New) Form – SLM Tab

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Understanding Service Level Management (SLM) Service Level Management provides a means to review, enforce, and report on the level of service provided. It streamlines the most important task of all, which is the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service. 11a. If the incident Reported Source is set to email, fax, voicemail, or web selfserve request, the Responded field appears next to the Service Target indicator, as shown in Figure 5-14. After you respond to the incident, select Yes.

Important: If you respond to an incident and leave the Responded field set to No, the incident might breach the response service terms.

Figure 5-14 Incident (New) Form – Response field For additional information about the relevant service targets, click the SLM tab. The Service Targets table displays all service targets applicable to the incident. Select a service target to see the status, next target date, exception details, and applicable milestones. The Next Target Date field indicates the next deadline out of all the service targets attached to the incident. The SLM Status displays the status corresponding to the Service Target indicator on the top of the form. 11b. If the service terms have been breached, select the breach reason and breach exception.

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

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

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

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Working with Incident/Service Requests Chapter 6

Chapter 6 Working with Incident/Service Requests Overview The incidents that are assigned to you are automatically listed in the Overview or Incident Management Console. Below are the functions you will learn about.

Search for and View Incidents

Adding Work Info

Recording Time (Effort)

Assignment

Sending Pages and Email Messages

Defining Relationships

Relating as Duplicates

Working with Tasks

Setting Reminders

Searching for a Solution

Creating Known Errors and Solutions from an Incident

Creating a Problem Investigation from an Incident

Creating an Infrastructure Change from an Incident [OAAIS]

Pending

Resolving

Reopening/Closing

Viewing the Audit Log

Printing

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

¾ Searching your records The following procedure describes how to search the application for records associated with you or your group and that meet your specific search criteria. Use this type of search when you are looking for a record that you know is associated with your ID or with your group’s ID.

¾ To search records assigned to your groups 1. From the Incident Management Console Search Criteria area, select your search criteria from the various selection boxes, as shown in Figure 6-1.

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

2. Click Search.

The Assigned Work table updates with the results of your search.

3. Scroll through the Assigned Work table to find the specific record you want.

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Note: If the search returns a large number of records, use the Advanced Search feature to help you narrow the results.


¾ Using the Advance Search feature 1. From the Incident Management Console Search Criteria area, click Advanced Search. The Advanced Qualification Builder dialog box appears, as show in Figure 6-2.

Figure 6-2 Incident Management Console – Advanced Qualification Builder 2. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to search. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do not forget to place literal values between quotation marks. For example, to search for an incident with a priority of “high,” you would construct the following search: 'Priority' = "High" 3.

Click Select.

The dialog box closes and you return to the main console.

4. Click Search.

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The search results table updates with the results of your search.


¾ Searching all records The following procedure describes how to search all incidents. Use this type of search when you are looking for an incident that is not associated with your ID or your group’s ID, or anytime you need to search all incidents.

¾ To search all records 1. From the navigation pane in the Incident Management console, choose General Functions > Search Incident.

The Incident (Search) form is displayed, as shown in Figure 6-3.

The form is laid out in a similar way to the Incident form, and contains the same tabs and fields. You can use any of the tabs and fields in the form to specify your search criteria.

Figure 6-3 Incident (Search) Form 2. Using the tabs and fields, build your search condition.

To reduce the number of records found by the search, enter as much information into the form as you can. For instance: Click in the Incident ID*+ field and type the incident number, or; Click in the First Name*+ and Last Name*+ fields in the Customer tab and type the name of the customer (do not hit enter, just type the name) To use the advanced search bar, go to menu View – Advanced Search Bar.

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Working with Incident/Service Requests Chapter 6 3. When you finish entering your search criteria, click Search.

When the search finishes, the search results table lists all of the records that match the search criteria, as shown in Figure 6-4.

4. Scroll through the table to find the specific record you want. 5. When you find the record, open it in the Incident form by double-clicking it in the search results table.

Figure 6-4 Incident (Modify) Form

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¾ Adding Work Info Use the Work Info feature to add work information regarding activities performed on the current record. For example, you might want to add work information about the following activities:

General Information—Notes about the record; for example, you might want to add a note that you left a customer a voicemail, and include the date.

Vendor communication—Notes about communication with a vendor, such as a bulletin received from a vendor.

These are just some of the options available from the Work Info Type list on the Work Info tab. 1. Click the Work Info tab, as shown in Figure 6-5. Table 6-1 describes the field definitions.

Figure 6-5 Incident (New) Form– Work Info Tab 2. Complete the fields in the Add Work Info section. 3. Save the Work Info entry by clicking the Save button.

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Working with Incident/Service Requests Chapter 6 Table 6-1: Incident (New) form – Work Info Tab Work Info Type

Select the type of work information you want to add. The standard option is “General Information” under the grouping Customer Outbound.

Date

Click the ellipsis button (…) and select OK to choose the current date/time. You may also select a date/time from the past if you are post-documenting.

Source

Select the source of the information (if appropriate).

Summary

Enter a general summary of the work information entry.

Notes

Enter more detailed information about the entry (cut and pasted notes, detailed descriptions, emails, etc.)

Work Status

Optionally, type a general note as to the status of the incident.

Attachments

To add an attachment to the entry, right-click in the attachment table and select Add from the menu. Up to 3 attachments per entry.

Locked

Select Yes to prevent changes to the entry. Select No to allow your entry to be modified later.

View/Access

Important: Customers can view the status of an incident via the web site help.ucsf.edu (requester console). Customers will see a Work Info entry if the View Access is marked as Public (including attachments). Sensitive information should be marked as Internal (Example: any sensitive data that shouldn’t be viewed by the customer).

Report button

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To see a report of selected work information entries, select one or more entries, and click Report.

Working with Incident/Service Requests Chapter 6 4. Highlight the entry in the Work Info History table and click the View button. The Work Info Entry displays as shown in Figure 6-6. If the entry is not locked, it can be updated, and saved.

Figure 6-6 Incident Work Info Entry

¾ Searching Work Info You can search the Work Info table for information. 1. From the Navigation Pane of an Incident, select Advanced Functions > Advanced Search. 2. From the Advanced Search Selection window, select “Search Incidents by Work Info” and click the Select button. 3. Enter Work Info Section criteria and Incident Section criteria (such as the Incident ID) and click search.

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Matching search data may be viewed by highlighting an item and viewing below.


¾ Recording Time (Effort) On the Assignment tab, use the Total Effort Time area to track the effort time that you spend on an incident. Your total effort time is saved in the Assignment Log. If you are not assigned to an incident, you can record that you have assisted with the incident. The Total Time Spent Minutes field displays the total effort time spent on the incident, as shown in Figure 6-7.

Figure 6-7 Incident Form– Assignment Tab – Total Effort Time

¾ To record time worked on an incident 1. From the Assignment tab, click the Update Assignment Log button, the Incident Assignment Log appears as shown in Figure 6-8.

Figure 6-8 Incident Assignment Log

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Working with Incident/Service Requests Chapter 6 Note: There are three types of effort entries.

Initiated: this entry is auto-generated when you created the ticket. This time is based on how long you took to create the ticket.

Assigned: this entry is manually generated by the Assignee.

Assisted: this entry is manually generated by the Assignee.

2. Create or update effort records as appropriate.

To add your effort (can be done on an incident assigned to you or another person): o Assuming no Assigned effort record exists for you yet, in the “Add Assisted Assignment Log” section, make sure your assignee group and name are populated. In the “Effort Time Spent (Minutes) field, type the minutes. Click the Add button.

•

If the incident is assigned to you, your effort entry will have a type of “Assigned”.

•

If the incident is assigned to someone else or the group only, your effort entry will have a type of “Assisted”.

To update your effort: o Highlight your Assigned entry in the table (your name appears as Assignee). From the “Update Assignee Effort Duration” section, in the “Effort Time Spent (Minutes)” field, type the minutes. Click the PLUS symbol to ADD minutes, or click the MINUS symbol to SUBTRACT minutes.

To add effort for another person: o Assuming no Assigned effort record exists for this person yet, in the “Add Assisted Assignment Log” section, find the assignee group and name of the other person. In the “Effort Time Spent (Minutes) field, type the minutes. Click the Add button. •

The effort entry will have a type of “Assisted”.

o Note: Once you create an entry for another person, you can’t modify it, only they modify (add or subtract).

To delete your effort entry: o You can’t delete your entry, but you can modify it to zero minutes.

Note: You may see large Business Hours Duration and Actual Duration times, even if the Assignee Effort Duration is 1 minute. The Total Time Spent Minutes value is a reflection of Assignee Effort only.

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¾ Assignment Assignment is explained in Chapter 5, pages 28-30. If you need to change the Incident Assignee (reassign an incident), you can do so manually by selecting a new Company, Organization, Group, and/or Assignee, and clicking Save.

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¾ Sending Email Messages Incident Management gives you the ability to send messages to either individuals or organizations. This section describes how to send an email message manually.

¾ Sending email You can send messages about the current record using the Incident Management Email System. You can use this function to send email to any valid email address. This might include an SMS recipient or wireless PDA user, if you can send email to the device. 1. From the Incident Management console, open the incident from which you want to send an email message. 2. In the navigation pane, choose Functions > Email System.

The Email System dialog box appears, as shown in Figure 6-9.

Figure 6-9 Email System dialog box

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Working with Incident/Service Requests Chapter 6 3. Indicate the recipient by selecting one of the following options:

Current Contact—When you open the Email System form, if there is a current contact assigned to the record, the contact’s name with contact information appears in the table and is the default recipient.

Current Assignee—To select the current assignee, click Select Current Assignee. The current assignee’s name with contact information appears in the table.

4. To select another recipient, perform the following steps: 4a Complete the fields in the People Search Criteria area. 4b Click Search. 4c When the search finishes, select the recipient’s name in the search results table. If you need help determining the correct name in the list, you can see more information about an individual by selecting their name from the list, then clicking View. This opens the People form, which contains detailed information about the recipient. 5. Complete the email information fields. See the list that follows for a description of the fields.

Internet Email—This displays the recipient’s email address.

When you select the email recipient, as described in steps 3 and 4, the internet email address updates from the people record. You may also type another email here, separated by a comma (for instance, their Pager email address).

Email Subject Line—By default, the subject line contains the incident ID number, to which you can append text or over-type.

Email Message Body—You type the message text here. A series of buttons, to the right of the Email Message Body field, lets you automatically insert text from the record into the message text; these buttons let you insert the following values: o Status o Summary o Details o Resolution Note: If one or more of these buttons appear disabled, it means the corresponding field in the record contains no information.

Email Attachment—You can attach a file to the email message (you are limited to just one attachment). To do this, right-click inside the Email Attachment table, then click Add. The Add Attachment dialog box appears. Navigate to, and then select, the file you want to attach. Click Open. Details of the attached file appear in the table.

6. Click Send Email Now.

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¾ Defining Relationships You can create relationships amount records and services across ITSM. This section describes how to define a relationship. 1. From the Incident Management console, open the incident from which you want to define a relationship. 2. Click the Relationships tab, as shown in Figure 6-10.

Figure 6-10 Incident Form – Relationships Tab 3. From the Request Type list at the bottom of the Relationships tab, select the type of record to which you want to relate the current record.

For example, to relate your incident to a problem investigation, select Problem Investigation from the Request Type list.

4. Click Search. A dialog box appears that allows you to perform a search, as shown in Figure 6-11.

Figure 6-11 Problem Relationship Search

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Working with Incident/Service Requests Chapter 6 Note: The content of the dialog box depends on the type of record you chose in the Request Type list. 5. Complete the search criteria tabs with the relevant information, then click Search.

Try to supply as much information as possible in the search dialog box to reduce the overall number of records returned by the search.

The matching results appear in a search results table.

6. From the search results table, select the record with which you want to create the relationship. 7. From the Relationship Type list at the bottom of the search dialog box, select the type of relationship you want to create. 8. Click Relate. An information message dialog box appears, displaying a confirmation message. 9. Click OK to dismiss the dialog box. 10. Click Close to close the search dialog box.

The Relationships tab appears with the newly created relationship visible in the Relationships table.

If there are events for the related item, the Current Events dialog box appears.

This dialog box shows all current broadcasts that have been generated and related to the associated item. Broadcasts can be generated from other ITSM application modules, too.

11. In the Current Events dialog box, select one of the following options: Relate the current record to the originating record. Link a record. Relate the current record to the selected unavailability record. The lower table lists any current Unavailability recorded in an incident. To relate the current record to the origination record a Select the broadcast from the list. b Click Originating Record. To see additional details about the originating record, click Details. To link a record a Click Linked Incident. To relate the current record to the selected unavailability record a Click Relate. b To see additional details about the unavailability, click View CI Unavailability. c To see information about the record that generated the unavailability, click Details.

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¾ Relating as Duplicates You can relate an incident to another as a duplicate. The original incident resolves all of its duplicates. When someone resolves or closes the original incident, its Operational and Product Categorizations and Resolution fields are copied to the related duplicates, marking them with a status of Resolved. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. From the navigation pane, open an incident currently being investigated. 3. Click the Relationships tab. 4. From the Request Type list, select Incident, then click Search.

The Incident Relationship Search dialog box appears.

5. Enter the search criteria to locate the original incident, then click Search.

6. 7. 8. 9.

Incidents matching the search criteria appear on the bottom half of the form as shown in Figure 6-12.

Figure 6-12 Incident Relationship Search Select the duplicate incident. If the current incident is a duplicate of the original incident, from the Relationship Type list, select Duplicate of. If the current incident is the original incident, which the selected incident duplicates, from the Relationship Type list, select Original of. Click Relate.

The Incident Relationship Search dialog box closes. The two incidents are related as duplicate and original. The status of the duplicate incident is Pending, with a status reason of Pending Original Incident.

10. Click Save.

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¾ Working with Tasks You can assign tasks to one or more people without changing the assignment of the incident. You can only create a task after the incident is created. See Chapter 7 for working with Tasks.

¾ Setting Reminders Use reminders to create notes for yourself and others. You can send the reminders by email or by BMC Remedy Alert, and can specify when they will be sent. You can create generic reminders, or you can create reminders that are associated with a specific request. For example, you can send yourself a note about a specific incident to remind yourself to follow up on it. You can create and view reminders from either the Incident Management console or from within a specific incident. The location from which you create or view a reminder determines which reminders you see:

Incident Management console—You can view all reminders that you created. Incident form—You can view all reminders associated with that incident. This includes reminders created by other users of Incident Management.

1. To open the Reminders dialog box, perform either of the following steps:

From the navigation pane in the Incident Management console, choose General Functions > Reminders.

From the navigation pane in the Incident form, choose Functions > Reminders.

Note: If you create a reminder from the application’s main console, the reminder is general in nature. If you open a record and create a reminder, the reminder is specific to the open record. 2. The Reminders window opens, as shown in Figure 6-13. Click the Create Reminder tab.

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Figure 6-13 Reminders Note: If you are creating the reminder from the main console, skip the next step. 3. To remove the link between the reminder you are creating and the open record, select, then delete the contents of the Link to Request-ID field. The Request-ID and Form fields are populated automatically by the application. The Request-ID field links the reminder to the open record. 4. From the Notify list, select either Individual or Group, depending on whether you are sending the reminder to a single person, or a support group. 5. In the Recipient field, type the name of the person or group to whom you want to send the reminder.

If you type a person’s name IN ALL CAPS and press ENTER, the application automatically populates the AR Login field. If the application discovers multiple matches with the name you entered, another dialog box appears that allows you to specify which of the matching names you want to receive the reminder.

6. In the Time field, enter the date and time you want the application to send the reminder.

You can type the information directly into the field, or you can click the button next to the field and select the date and time from the calendar that appears. By default, the Time field contains the current date and time.

7. In the Subject field, enter information about the reminder.

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If you need more space to type the entry, click the ellipsis (browse) button next to the field. A larger text entry box appears.


The information in this field appears in the subject line if the reminder is sent by email.

8. In the Message field, type the reminder message text.

If you need more space to type the entry, click the ellipsis button next to the field. A larger text entry box appears.

9. Click Save.

A confirmation message appears.

10. Click Close to close the Reminders dialog box.

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The reminder is sent at the time you specified.


¾ Searching for a Solution You can search for information that might help resolve the current incident. You can search for this information in other incidents, problem investigations, known errors, and solution database entries. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. In the navigation pane, choose Functions > Incident Matching.

The Incident Matching dialog box appears.

4. Select the appropriate check boxes to search for incidents, problem investigations, known errors, or solution database entries. 5. To search using the incident’s operational categorization, in the Search By Operational Categorization area, click Current Operation.

The operational categorization fields populate with the current incident’s operational categorization.

6. To search using the incident’s product categorization, in the Search By Product Categorization area, click Current Product.

The product categorization fields populate with the current incident’s product categorization.

7. To further filter the search results, you can specify the other fields in the search criteria pages. 8. Click Search. Matching incidents, problem investigations, known errors, and solutions are listed in the tabs at the bottom half of the dialog box, as shown in Figure 6-14.

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

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¾ Creating Known Errors and Solutions If the incident resolution is a known error or a good candidate for the solution database, you can propose an entry.

¾ Creating a known error from an incident 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. In the navigation pane, choose Create Other Requests > Create Known error. The Known Error form appears. The relevant details from the incident are copied to the known error, as shown in Figure 6-15.

Figure 6-15 Known Error 4. Enter a brief description of the known error in the Summary field. 5. Select the appropriate status. Assigned- This is the default value, and indicates that someone is assigned to work on the known error. Scheduled for Correction- An infrastructure change is planned to correct the known error, but has not yet been planned or completed. Assigned to Vendor No Action Planned6. Select the impact and urgency. The priority and weight are calculated based on the impact and urgency. If required, you can adjust the weight. 7. Select whether view access is internal or public.

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This field is for informational purposes to indicate whether the known error is for internal consumption or for public consumption. 8. If you want the known error to be viewable in Incident Management, set Searchable to Yes. 9. Click the Classification tab, as shown in Figure 6-16.

Figure 6-16 Known Error – Classification tab 10. In the Known Error Details area, select the company. 11. Enter a detailed description of the known error in the Notes field. 12. Select the appropriate operational categorization. 13. Select the appropriate product categorization. 14. Click the Assignment tab, as shown in Figure 6-17.

Figure 6-17 Known Error – Assignment tab 15. If your default problem manager is configured, for Set Assignment using, select Problem Manager Default Group. Otherwise, select the appropriate problem manager. Problem Manager Default Group selects the appropriate problem manager, based on the known error company, service, and product categorization. 16. You can leave the Known Error Assignment blank for the problem manager to select. 17. Complete other fields as required. 18. Click Save.

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¾ Creating a solution from an incident 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Click the Resolution tab, as shown in Figure 6-18.

Figure 6-18 Incident – Resolution tab 4. Click Create and Edit Solution. The Solution form appears. The resolution details are already copied into the form, as shown in Figure 6-19.

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

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¾ Creating a Problem Investigation from an Incident If you are not able to resolve the incident, you should escalate it to the problem management process. For example, root cause analysis might be required to identify the underlying problem. If you have access to Problem Management, you can create a problem investigation from an incident. [For more information on Problem Management, see Chapter 8.] If the incident is still open when the related problem investigation is completed, the assignee is notified. If the problem investigation results in a known error, the incident assignee is notified when a work-around or permanent solution is found. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. In the navigation pane, choose Create Other Requests > Create Problem. A Problem Investigation form appears, as shown in Figure 6-20. The Description, Impact and Urgency, Product and Service Categorization, and Resolution fields from the incident are copied to the problem investigation. A relationship is created between the problem investigation and the incident.

Figure 6-20 Problem Form 4. Type a description of the problem in the Summary field. 5. Select the appropriate values for impact and urgency. The values for priority and weight are calculated based on your selections for impact and urgency.

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Impact—Reflects the extent to which the problem affects the business, which might be related to the extent to which service has degraded from agreed service levels. Impact can be measured by the number of people affected, the criticality of the system affected, and the loss of revenue as a result of the service degradation or disruption.

Urgency—Reflects how quickly a problem must be resolved, or the time available to reduce the impact of the problem on the business.

6. To enter optional recommended information: a Click the Classification tab. b Select the appropriate operational categorization c Select the appropriate product categorization d Select an investigation driver

e In the Investigation Justification field, type the reason you are requesting the problem investigation f Enter the target resolution date 7. Click Save to save your changes and set the status to Under Review.

If Problem Management auto assignment cannot find a match to assign the investigation, you are prompted to assign the investigation.

8. If prompted, click the Assignment tab, and complete it. Problem Management sends notification to the problem manager that somebody has requested a problem investigation. The Requester field is set to you, and the problem location is set to your location.

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¾ Creating an Infrastructure Change from an Incident [OAAIS] If infrastructure change is required to permanently resolve the incident, you should initiate the change management process. If the Change Management application is installed and you have permission to use the Change Management application, you can create an infrastructure change from an incident. If the incident is open when the change is completed, the assignee is notified. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. In the navigation pane, choose Create Other Requests > Create Change. A Change Request form appears, as shown in Figure 6-21. The Product and Operational Categorization are copied from the incident to the infrastructure change (these should be manually replaced) as well as the Description, Impact and Urgency fields. A relationship is created between the change and the incident.

Figure 6-21 Infrastructure Change (New) Form 4. Select the Change Type for the change request. Use this field to further categorize the request according to your organization’s change type definitions. Change usually refers to a simple stand-alone change activity.

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5. 6.

7.

8.

Project and Release see change requests that are part of larger scale changes, and usually consist of multiple change requests related to each other. Depending on which ITSM applications are installed, you might see other options as well. In the Summary field, enter a brief description of the change. Select the Risk Level to indicate the relative risk associated with the change, from 5 (highest risk) to 1 (lowest risk). The default value is Risk Level 1. The Risk Level is used as a criterion to determine required approvals. You can also click the Compute Level icon to open the Risk Assessment Questions dialog box. Select Impact to reflect the extent to which the change affects the business. The default value is 4-Minor/Localized. Impact is often directly related to the extent to which the service has degraded from agreed service levels. Impact can be measured by the number of people affected, the criticality of the system affected, and the loss of revenue as a result of the service degradation or disruption. Select the Urgency to indicate the importance the requester assigns to the change request.

Urgency reflects how quickly a change must be implemented, or the time available to reduce the impact of the change on the business. The default value of the Urgency field is Low.

The following factors can be used to determine Impact and Urgency: o Number of customers affected by associated Incidents o Duration and scope of the service disruption o Availability of a solution or work-around o The type of service being disrupted, usually based on the CI involved o Awareness of the future impact on the business 9. Modify information as needed in the required fields on the Requester tab, for example, Support Company, First Name, and Last Name.

This information is auto-filled, based on your login. The Support Company is the organization or group that the change request is assigned to.

10. Enter information into the required Change Location Company field.

The Change Location Company field is especially important in a multitenancy environment. In this field, you can specify that company, department, or other group that controls access to the change request.

11. Click the Classification tab, as shown in Figure 6-22.

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

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Working with Incident/Service Requests Chapter 6 15. Select a Change Reason to indicate the business reason for implementing the change request. Change reason information can be helpful if the request needs to go through the approval process. The Change ID field is automatically populated with the ID number of the change request when you save the request. 16. Categorize the change request by filling in the categorization fields. 17. Click the Assignment tab, as shown in Figure 6-23.

Figure 6-23 Infrastructure Change (New) Form – Assignment tab 18. Click the Set Assignment using field and select “Auto Assign” then click the Set button. 19. Click Save.

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¾ Pending The main purpose of this activity is to mark the status an incident as Pending. The goal of an incident is to resolve and recover from the service disruption to enable the customer to resume work. However, sometimes work on an incident may need to be temporarily suspended due to lack of information from the customer, waiting for information from a vendor, testing, etc. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Change the status to Pending. 4. Select an appropriate Status Reason, as shown in Figure 6-24.

The status reason indicates a reason why work has temporarily been suspended.

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

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¾ Resolving The main purpose of this activity is to resolve and recover from the service disruption to enable the customer to resume work. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Click the Resolution tab, as shown in Figure 6-25.

Figure 6-25 Incident Form – Resolution Tab 4. Type an entry in the Resolution field. For example, if a customer called with a printer problem, the resolution may have been to “Use alternate printer.”

Alternately or concurrently, you may select Resolution Categorizations.

5. If appropriate, you can complete the Resolution Method and Cause fields. 6. Select a Status of “Resolved”. 7. Select an appropriate Status Reason, as shown in Figure 6-26.

The status reason can indicate action required before the incident is closed.

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

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¾ Reopening/Closing ¾ Reopening a resolved incident If the recorded resolution did not resolve the incident, you can reopen the incident. This moves the incident back to the status of In Progress. Note: If the incident is closed, it can be reopened only by an administrator, support group lead or support group manager for the group that owns the incident. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Change the Status to In Progress. 4. Click Save.

¾ Closing an incident The main purpose of this activity is to make sure that the incident has successfully restored the service to the customer and that the customer is satisfied with the outcome. When the customer agrees that the incident can be closed, review the incident record for completion and, if appropriate, create a solution database entry. If you leave an incident as resolved, after 5 calendar days the Incident Management application closes the incident. Note: After you close an incident, it can be reopened only by an administrator, support group lead or support group manager for the group that owns the incident. You can continue to add Work Info entries, but you cannot modify the incident. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. Review the Incident form to make sure it is complete and accurate. 4. Change the Status to Closed. 5. Set the Status Reason (optional) 6. Set the Closure Source (optional): This list is located on the Resolution tab. Select Support Agent. If the customer closes an incident from the Request console, this field is set to Customer. The system is configured to close an incident 5 calendar days after the incident is resolved; when this happens, the Closure Source value is System. 7. Click Save.

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¾ Viewing the Audit Log You can view field changes and notifications for the incident. The application generates an audit entry when notifications are sent, and also when the record is modified; it creates an audit entry for each field and relationship that is modified. The Login ID of the individual making the change appears next to the audit entry. 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. Open an incident. 3. In the navigation pane, choose Functions > View Audit Log.

The Incident Audit Log dialog box appears. Changes to fields appear on the Form Audits tab, as shown in Figure 6-27.

Figure 6-27 Incident Audit Log – Form Audits tab 4. To filter the list, select the appropriate audit type. The Audit Type list provides selections for fields, such as Status, and groups of related fields, such as Key Dates. The filter displays audit records for changes to the selected field or fields. 5. To see notifications, click the Notification Audits tab. All notifications that are sent from an incident are audited. The notifications appear on the Notification Audits tab.

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¾ Printing You can print a copy of a record to keep for filing purposes or to share with someone who does not have access to the application. Use this procedure to print a record. 1. From the navigation pane in the Incident Management console, choose General Functions > Search Incident. 2. Select the record you want to print. Note: If you already have the record open and want to print it, click Print at the bottom of the form to open the Business Objects Report Preview dialog box, then go to step 4. 3. At the bottom of the console, from the Quick Actions list, select Print, then click Execute.

The Business Objects Report Preview dialog box appears, allowing you to view the record before you print it.

4. Click the Print icon on the menu bar at the top of the dialog box.

When the print confirmation dialog box appears, click the Print icon to send the record to your local printer.

5. Close the Business Objects dialog box.

.

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Task Management Chapter 7

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

Working with Tasks You can assign tasks to one or more people without changing the assignment of the incident.

¾ Creating Tasks 1. From an existing Incident record, click the Tasks tab.

The Tasks tab is displayed, as shown in Figure 7-1.

Figure 7-1 Associated Tasks– Tasks Tab

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Task Management Chapter 7 2. Select “Ad hoc” from the Request Type field and click Relate. The Task form appears, , as shown in Figure 7-2

Figure 7-2 New Task 3. Type a brief description of the task in the Name field. The task name appears in the summary on the Tasks tab, as well as in notification messages. 4. Type a detailed summary of the task to be performed in the Summary field. 5. Complete other fields on the form, as appropriate. 6. To record work information for this task: 6a On the General tab, click Create Work Info, displayed in Figure 7-3.

Figure 7-3 Work Info Entry of New Task

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Task Management Chapter 7 6b Complete the form, as described in Chapter 5 on page 29. 6c Click Save. 7. Click the Assignment tab and set the Assignee information. 8. If appropriate, schedule the start and end dates. 9. Click Save. Notification is sent to the task assignee.

¾ Viewing Tasks (Assigned to You) You can view tasks assigned to you though the Overview Console. 10. From the IT Home Page, open the Overview Console, as shown in Figure 4-1, page 8. 11. In the navigation pane, Console View section, click Personal. Tasks assigned to you will appear in the Assigned Work area, with the Request ID of “TAS”.

In the navigation pane, Console Functions section, the “Select Status Values” option can adjust what kind of Tasks you see (All Tasks, Open Tasks, Closed Tasks)

In the navigation pane, Console Functions section, the “Application Preferences” section can affect if you see Tasks or not. [see Chapter 10]

¾ Searching for Tasks (Assigned to Other People) You can search for tasks assigned to other people though the Overview Console. 1. From the IT Home Page, open the Overview Console, as shown in Figure 4-1, page 8. 2. Click Search.

The Select Request Type dialog box appears.

3. From the Request Type list, select “Task”. [Infrastructure Change Task will appear] 4.

Click Select.

The Task form will appear in search mode.

5. Enter search criteria as needed to search for the record (e.g. Task ID). 6. Click Search.

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Problem Management Chapter 8

Chapter 8 Problem Management Overview The Service Desk: Problem Management application is used by Problem Managers [functional role required] to manage problem investigations, known errors, and Solution Database entries. Problem management can proactively prevent the occurrence of incidents, errors, and additional problems. An important ITIL objective is investigating and resolving problems in a continuing effort to cut costs and improve services. A problem investigation helps an IT organization get to the root cause of incidents. It initiates actions that help to improve or correct the situation, preventing the incident from recurring. For example, if computers are running low on disk space, ideally the problem can be resolved before it becomes an incident. After a problem investigation identifies the cause, this information results in either a known error or a Solution Database entry. A known error is a problem that has been successfully diagnosed and for which a temporary work-around or permanent solution has been identified. A Solution Database entry contains information that might be required to provide or restore a service.

¾ Investigating and Diagnosing an Existing Problem Investigation Some problem investigations are initiated by support staff through Incident Management [see Chapter 6, Page 61]. Additional problems can be identified and recorded in Problem Management. You can identify potential problems to investigate by:

Searching incidents by a specific CI, categorization, or company to identify trends regarding recurring incidents. Analyzing the IT infrastructure to identify a problem that could potentially lead to incidents, such as disk space getting low on a server. Looking at capacity management or availability management for potential problems.

Note: When you record a problem that is related to one or more incidents, you should record the relationship, as described in “Working with relationships” in Chapter 6, Page 49. 1. From the IT Home Page, open the Problem Management console. 2. On the Problem Management console, click the Support Console tab if it is not selected. 3. From the Assigned Work area, select the investigation and then click View. The Problem Investigation form appears, as shown in Figure 8-1.

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Figure 8-1 Problem Investigation

¾ Documenting work with a vendor Use this procedure to track investigations that require vendor support, and to indicate when you assign an investigation to a vendor.

Important: If you assign an investigation to a vendor, you must communicate with the vendor as appropriate. Problem Management does not notify the vendor.

4. Click the Assignment tab. 5. For Assign to Vendor, select Yes. 6. Click the Vendor tab, as shown in Figure 8-2.

Figure 8-2 Problem Investigation – Vendor tab 7. Complete the Vendor Information tab, as appropriate. If the vendor is already defined, you can select the vendor. If the vendor is not listed on the menus, you can type the vendor contact information.

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The Internet Email field is for information only. Problem Management does not send email to the vendor. 8. Indicate the date that you assigned the investigation to the vendor. 9. Click Save.

¾ Recording a work-around and the root cause It is important to record known work-arounds because work-arounds are viewable from Incident Management when searching for answers; and if a related incident is not yet closed or canceled, the incident assignee is notified that a work-around is identified. When you determine the root cause of the problem, you can record it. After you record the root cause, the problem investigation can be submitted as a known error or solution entry. 1. On the Problem Management console, click the Support Console tab if it is not selected. 2. Open a problem investigation. 3. In the Process Flow Status area, in the Investigation and Diagnosis box, choose Generate Work Around/Root Cause. The Problem Investigation Workaround dialog box appears, as shown in Figure 83.

Figure 8-3 Problem Investigation – Workaround/Root Cause 4. Type the information in the Workaround field. 5. Select the root cause. The Root Cause options available for selection depend upon the product and organizational categorizations that are associated with the root cause. Root cause selections are configured by your administrator. 6. Click Save. 7. If a recent change is the root cause, relate the investigation to the change request from the Relationships tab. 8. If a known error is the root cause, relate the investigation to the known error from the Relationships tab.

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¾ Resolving a problem investigation The main purpose of this activity is to resolve the problem. The end result of the investigation might be a known error record or solution record. 1. On the Problem Management console, click the Support Console tab if it is not selected. 2. Open a problem investigation. 3. In the Status field, select the appropriate option, such as Completed. 4. Select the appropriate Status Reason

5. 6. 7. 8.

If you select Known Error or Solution Database, the details of the problem investigation are copied to a new known error or Solution Database entry.

Important: If infrastructure change is required to permanently resolve the problem, then select Known Error from the Status Reason list. After you save the problem investigation, create the change request from the known error.

Select the appropriate product categorization. Type a description of the work-around in the Work-around field. Select the root cause.

Complete the fields in the Add Work Info area to describe the work performed to complete the problem 9. Click Save to save your changes.

The status of the investigation is set to Completed.

If the status reason for the investigation is known error, the Known Error form appears, and details from the problem investigation are copied into the form.

10. Complete the form and save it. 11. If the status reason for the investigation is Solution Database, the Solution Database form appears, and details from the problem investigation are copied into the form. 12. Complete the form and save it.

Note: If the problem investigation is related to an incident that is not yet closed or canceled, the incident assignee is notified that the investigation is complete.

¾ Closing a problem investigation Closing a problem investigation indicates that you validated the results, that the results have been accepted by the customer, and that you have verified the problem data for integrity and accuracy.

Important: After you close a problem investigation, you can no longer modify it. Review all information about the form before you close the investigation.

1. On the Problem Management console, click the Support Console tab if it is not selected. 2. Open a problem investigation. 3. Click the Classification tab. 4. Verify that the problem investigation details are complete. 5. Change the Status field to Closed.

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Setting the User Tool Option Chapter 9

Chapter 9 Setting the User Tool Options Overview Options that control the appearance and behavior of various aspects of Remedy, incidents and search forms are preset when the application is installed on your computer. You can modify these options by customizing them to suit your preferences.

¾ Open Options Window 1. From the menu bar select Tools Æ Options.

The Options window is displayed, as shown in Figure 9-1.

Figure 9-1 User Tool Options Window – General Tab

In the General tab of the Options window you can set several options that affect appearances of the User Tool workspace.

2. Under the General tab choose your options. Table 9-1 describes the General tab option definitions.

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Setting the User Tool Option Chapter 9 Table 9-1: User Tool Options – General Tab On Startup: Maximize BMC Remedy User

If selected, the User Tool window will maximize (fill the screen) on start-up.

Prompt for Login

This option has been set as default by the Administrator and can’t be modified. You will always be prompted to login with your User Name and Password when opening Remedy.

Flat Look on Forms

On certain forms, removes 3d visual effects of fields.

On Exit: Save Window Workspace

If selected, the next time you open Remedy, the workspace will appear as it was when you closed it, including the widows that were open, their size and position.

On Open: Show Advanced Search Bar

If selected, the Advances Search Bar is always displayed when a form is opened in search mode.

Maximize Window

If selected, when a new incident or search form is opened, the window will be maximized.

Search Path:

Do not modify this option.

Number of Items in Recently Used List:

Specifies the number of recently used items under the File menu. The default it 5, you can specify from 4 to 9.

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Setting the User Tool Option Chapter 9 3. Under the Behaviors tab, as shown in Figure 9-2, choose your options. Table 6-2 describes the Behaviors tab option definitions.

Figure 9-2 User Tool Options Window – Behavior Tab

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In the Behavior tab of the Options window you can set the behaviors of a form for the different modes. You can also specify the field menu display behavior.

Setting the User Tool Option Chapter 9 Table 9-2: User Tool Options – Behaviors Tab On New: (and) On Search:

Clear All Fields (default and recommended setting for Search form) deletes all information in the form fields when you open the form. You can fill in the appropriate fields to create a new request or to specify search criteria. Keep Previous Field Values retains the information entered the last time this form was used to create a new request or to perform a search. You can change this information, as required, to create a new request or to specify new search criteria. The first time a form is opened, the form is cleared if it is in Search mode. If it is in New mode, default field values are set. Set Fields to Default Values (default and recommended setting for New form) fills the form fields with all default field values defined by you or by the form. (You can change these values, as required, to create a new request or perform a new search.) If no default values are specified, the fields are left blank.

On Search: Limit Number of Items Returned

In this field, you can specify the maximum number of requests that are returned when you perform a search. If your search matches more than this number, only the number of requests specified are displayed, and a message informs you that there are more matching requests that are not shown. To have all matching results returned, increase the value in this field, and perform your search again. To set no limit for the number of requests, clear the check box. By default, the Limit Number of Items Returned is set to 1000. The maximum value you can enter is 9999.

Show Result List Only

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You can select the Show Results List Only check box to view only the results list after every search. (After a search you can also choose to view the details pane, the results list, or both after the current search by selecting Details, Results, or both from the View menu.)

Setting the User Tool Option Chapter 9 Table 9-2: User Tool Options – Behaviors Tab continued Field Menus: Display As

Popup menus are the default display. List boxes display menus in tree views. Smart menus display menus in standard Popup menus, except when the menu exceeds four levels, or the total number of menu items exceeds 200. In this case, the menu is displayed as a list box. Select Expand at Startup to cause all levels of list box menus to be displayed at the time the menu is opened.

Diary Field: Show Most Recent First

If selected, entries in the diary field will be viewed by the most recent entries first.

Pane Layout: Four graphical options

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The four options change the way the Results and Display window panes are organized. The default and recommended option is number 3, with R on top of D.

Setting the User Tool Option Chapter 9 4. Under the Display tab, as shown in Figure 9-3, choose your options.

Figure 9-3 User Tool Options Window – Display Tab

Options under the Display tab will change the font, style, and size for the different types of fields used in the forms.

Each field has a default setting (recommended). If you make changes that you do not like, you can always return the field to this default.

Changing fonts can change the size of the form. The form may compensate for font changes to maintain field alignment and avoid overlapping. If you do not like the new appearance of the form, return to the default.

Note: By default, required fields are displayed in boldface and system-generated fields are displayed in italic font. Optional fields are displayed with normal font. If you modify the display settings, choose fonts that continue to differentiate these fields from one another.

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Setting the User Tool Option Chapter 9 5. Under the Color tab, as shown in Figure 9-4, choose your options.

Figure 9-4 User Tool Options Window – Color Tab

In the Color tab of the Options window you can change the background color of your forms.

Select individual Window Types to Preview form colors currently assigned. The Color tab changes the background color of the forms only.

To set the colors back to the default colors, click the Set All to Default button.

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Setting the User Tool Option Chapter 9 6. Under the Confirmation tab, as shown in Figure 9-5, choose your options. Table 6-3 describes the Confirmation tab option definitions.

Figure 9-5 User Tool Options Window – Confirmation Tab

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In the Confirmation tab of the Options window, you can choose to see a confirmation when you create a new incident or delete a Macro, Report, or Saved Search.

Setting the User Tool Option Chapter 9 Table 9-3: User Tool Options – Confirmation Tab After Creating a New Request

If selected, causes a message to appear when you save a new request, confirming that you have successfully created a new request. The message lists the Request ID.

When Deleting a Macro

If selected, causes a message to appear when you attempt to delete a macro. You must confirm to delete the macro.

When Deleting a Report

If selected, causes a message to appear when you attempt to delete a report. You must confirm to delete the report.

When Deleting a Saved Search

If selected, causes a message to appear when you attempt to delete a saved search. You must confirm to delete the saved search.

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Setting the User Tool Option Chapter 9 7. Under the Reports tab, as shown in Figure 9-6, choose your options. Table 6-4 describes the Reports tab option definitions.

Figure 9-6 User Tool Options Window – Reports Tab

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In the Reports tab of the Options window, you can set default preferences for all new reports. Any new report you create will automatically have these settings. To change settings for individual reports, use the Page Setup tab of the Reports Properties dialog box.

Setting the User Tool Option Chapter 9 Table 9-4: User Tool Options – Reports Tab Default Page Size: Orientation

By default, the orientation is set to Portrait (long). You can set it to Landscape (wide).

Lines per page

This setting is used for reports sent to the screen or to a file. For printed reports, this information is provided by the printer setup.

Chars per line

You can set the maximum number of characters per line to determine when long lines will be wrapped. This setting is used for reports sent to the screen or to a file. For printed reports, this information is provided by the printer setup.

Use printer default page size

If you select this check box, the page settings are reset to the default page size of the printer being used. The user settings are ignored.

Margins: Left and Right

These margins specify the number of blank characters from the left and right edges of the page. By default, the margins are set to 0 characters.

Top and Bottom

These margins specify the number of blank lines from the top and bottom edges of the page. By default, the margins are set to 1 line.

Misc. Defaults: Page break per

You can specify a page break per request, page, or none.

Column titles per

You can specify a column title per request, page, or none.

Enable report to application

To be able to send a report to another application, you must select this option. This enables the Report Æ Export To Æ Application command. You must also provide the appropriate settings in the “dde.ini” file.

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Setting the User Tool Option Chapter 9 Table 9-4: User Tool Options – Reports Tab continued Default Separators:

You can specify default characters to separate Columns, Requests, and Column titles. By default, columns and requests are separated by a blank space. Column titles are separated by hyphens (-). You cannot use the Tab key to create tabs, but you can use the special tab character to include a tab in the separator. You can use any of these special characters: \b = backspace; \n = return; \t = tab; \\ = backslash; \ = ASCII characters.

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Setting the User Tool Option Chapter 9 8. Under the Advanced tab, as shown in Figure 9-7, choose your options. Table 6-5 describes the Advanced tab option definitions.

Figure 9-7 User Tool Options Window – Advanced Tab

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In the Advanced tab of the Options window, you can set default preferences for Form, Table Fields and Report preview.

Setting the User Tool Option Chapter 9 Table 9-5: User Tool Options – Advanced Tab Form: Default Form View

Setting should be “Support.” Do not modify this setting.

Open Window View Extension

This field should be blank.

Display Hidden Forms (Admin Only)

This option is available only if you are logged in as an Administrator.

Table Fields: Refresh Contents on Display

Table fields appear as tables in forms, enabling you to view selected data from a form according to criteria defined by the form. A form also controls when tables are refreshed. For example, a form can define that a table is refreshed every time a request appears in the Details pane. However, if you experience slow performance, you may want to turn off the automatic refresh. You can turn it off by clearing the Refresh Contents on Display check box. Refresh the table manually by clicking on it when you want to observe changes. You may also right-click in a table field and select Refresh Table.

Reports: Report Server

Server: ucsfremprod.ucsf.edu TCP: 2020 RPC: blank

Use this program to preview reports:

It is recommended you do not change this from the default (blank). You can select a program to preview and print reports, instead of using the Report Preview window. A simple text editor, such as WordPad, is recommended.

ODBC Use Underscores

Check this.

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Setting the User Tool Option Chapter 9 9. Under the Logging tab, as shown in Figure 9-8, choose your options.

Figure 9-8 User Tool Options Window – Logging Tab

Logging records workflow information about the internal workings of Remedy. Do not use this feature unless you are requested to do so by the administrator.

Warning: If you enable workflow logging and leave it on, the resulting log file can use up disk space and slow performance. Use this feature only for specific reasons, and turn it off when finished.

10. In the Client region, you can select Active Links or Macro. 11. In the Server region, you can select API, Database, or Filter. Server logging is available only if it is activated by the administrator. 12. Enter a file name in the Filename field. 13. Log files record information about the internal workings of Remedy User. These files are stored in the Remedy User folder, if no other path is specified.

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Setting Personal Preferences Chapter 10

Chapter 10 Setting Personal Preferences Overview You can customize the Remedy application by setting personal preferences.

¾ Setting Application Preferences 1. On the Incident Management console, click the Support Console tab if it is not selected. 2. From the navigation pane, choose General Functions > Application Preferences, as shown in Figure 10-1.

Figure 10-1 Incident Management Console – Applications Preferences link

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The Application Preference window is displayed, as shown in Figure 10-2. By default your User Name appears in the Login Name field. You cannot change this.


Figure 10-2 Application Preferences Window – Incident Management Tab.

¾ Set Incident Management Actions You can set Incident Management application preferences to:

Set defaults for the consoles.

Determine the action that occurs after you save a form.

1. Under the Incident Management tab, as shown in Figure 10-2, choose your options. Table 10-1 describes the Incident Management tab option definitions.

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Setting Personal Preferences Chapter 10 Table 10-1: Application Preferences – Incident Management Tab Console View

The default console view, in conjunction with the search criteria, controls which incidents appear in the Assigned Work area. You can temporarily change this setting from the navigation pane of the console. The following selections are available from this list: •

Personal—Displays incidents assigned to you.

•

Selected Groups—Prompts you to select any support groups to which you belong. You can select to display all incidents assigned to your group, or incidents assigned to your group that are not yet assigned to an individual.

•

All My Groups—Displays incidents assigned to all of your support groups. You can choose to display all incidents, or incidents that are not yet assigned to an individual.

Manager Console

If you select Yes, when you open the Incident Management console, it opens to the Manager Console tab. Otherwise, it opens to the Support Console tab. [you must have a set role of manager to change this setting]

Data Set Name

If there are multiple data sets, such as production and training data sets, select the appropriate data set.

Search Criteria Default

Search criteria, in conjunction with the console view, control which incidents appear in the Assigned Work area. You can temporarily change these settings from the Search Criteria area on the console. You can set the default values for the following settings:

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•

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 you are the assignee, the owner, or either.

•

Task status—This selection controls which tasks are displayed on the Tasks tab of the console. Select whether to display open tasks, closed tasks, or all tasks.

Setting Personal Preferences Chapter 10 Table 10-1 continued: Application Preferences – Incident Management Tab After New Save

Enable Auto-Decision Tree [future use] Tab Views Overview Console

This setting controls the action after you click Save on the Incident form. The following selections are available from this list: •

No Action—Leaves the Incident form open and it is ready for you to record a new incident.

•

Reopen in New—Opens the current incident in modify mode in a new window. The original window is ready for you to record a new incident.

•

Reopen in Current—Leaves the Incident form open. If this is a new incident, the form changes from New to Modify.

If you select Yes from this list and a decision tree is set up, you are prompted by the decision tree when you record a new incident. You can choose whether to show the Vendor, Financials, or Date System tabs. You can choose whether to show incidents or incident tasks on the Overview console.

2. After making your changes, click Save. The Application Preferences window will close.

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¾ Set Change Management Actions You can set Change Management application preferences to:


Determine the action that occurs after you save a form.

1. From the Application Preferences window, under the Change Management tab, as shown in Figure 10-3, choose your options. Table 10-2 describes the Change Management tab option definitions.

Figure 10-3 Application Preferences Window – Change Management Tab.

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Setting Personal Preferences Chapter 10 Table 10-2: Application Preferences – Change Management Tab Console View



•

Selected Groups—Prompts you to select any support groups to which you belong. You can select to display all work assigned to your group, or work assigned to your group that are not yet assigned to an individual.

•

All My Groups—Displays work assigned to all of your support groups. You can choose to display all changes, or changes that are not yet assigned to an individual.

Manager Console

If you select Yes, when you open the Change Management console, it opens to the Manager Console tab. Otherwise, it opens to the Support Console tab. [you must have a set role of manager to change this setting]

Support Console Main Table

Choose if changes or tasks appear in the main table on the Support console.

Data Set Name




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•

Change status— Choose the status of the changes that appear in the Change Management console.

•

Role—Select which role is used for changes.

•

Task status— Choose the status of the tasks that appear in the Change Management console.

Setting Personal Preferences Chapter 10 Table 10-2 continued: Application Preferences – Change Management Tab After New Save

Tab Views Overview Console

This setting controls the action after you click Save on the Change form. The following selections are available from this list: •

No Action—Leaves the Change form open and it is ready for you to record a new change request.

•

Reopen in New—Opens the current change in modify mode in a new window. The original window is ready for you to record a new change request.

•

Reopen in Current—Leaves the Change form open. If this is a new change request, the form changes from New to Modify.

You can choose whether to show the Approvers or the Financials tabs. You can choose whether to show changes or change tasks on the Overview console.


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¾ Set Problem Management Actions You can set Problem Management application preferences to:


Determine the action that occurs after you save an Investigation, Known Error, or Solution Database form.

1. From the Application Preferences window, under the Problem Management tab, as shown in Figure 10-4, choose your options. Table 10-3 describes the Problem Management tab option definitions.

Figure 10-4 Application Preferences Window – Problem Management Tab.

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Setting Personal Preferences Chapter 10 Table 10-3: Application Preferences – Problem Management Tab Console View



•

Selected Groups—Prompts you to select any support groups to which you belong. You can select to display all work assigned to your group, or investigations assigned to your group that are not yet assigned to an individual.

•

All My Groups—Displays work assigned to all of your support groups. You can choose to display all work, or investigations that are not yet assigned to an individual.

Manager Console

If you select Yes, when you open the Problem Management console, it opens to the Manager Console tab. Otherwise, it opens to the Support Console tab. [you must have a set role of manager to change this setting]

Data Set Name




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•

Type— Select whether to display Solution Database entries, known errors, problem investigations, or all of these.

•

Problem Status—Select whether to display all investigations, or only open, completed, or closed investigations.

•

Known Error Status—Select whether to display all known errors, or only known errors with a status of open, closed, corrected, or no known action.

•

Solution Status—Select whether to display all solution entries, or only solution entries with a status of inactive or active.

•

Role—Select whether to display work when you are the assignee or the problem manager.

•

Task Status—This selection controls which tasks are displayed on the Task tab on the console. Select whether to display all tasks, or only those that are open or closed

Setting Personal Preferences Chapter 10 Table 10-3 continued: Application Preferences – Problem Management Tab After New Save


This setting controls the action after you click Save on the Change form. The following selections are available from this list: •

No Action—Leaves the form open and it is ready for you to record a new investigation, known error, or solution.

•

Reopen in New—Opens the current record in modify mode in a new window. The original window is ready for you to record a new investigation, known error, or solution.

•

Reopen in Current—Leaves the form open. If this is a new record, the form changes from New to Modify.

You can choose whether to show the Vendor, Financials, and Date System tabs. You can choose whether to show problem tasks, known errors, or solution entries on the Overview console.


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¾ Set Asset Management Actions [future use] You can set Asset Management application preferences to:


Determine the search criteria defaults.

1. From the Application Preferences window, under the Asset Management tab, as shown in Figure 10-5, choose your options. Table 10-4 describes the Asset Management tab option definitions.

Figure 10-5 Application Preferences Window – Asset Management Tab

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Setting Personal Preferences Chapter 10 Table 10-4: Application Preferences – Asset Management Tab Console View





•

Selected Groups—Prompts you to select any support groups to which you belong. You can select to display all work assigned to your group, or investigations assigned to your group that are not yet assigned to an individual.

•

All My Groups—Displays work assigned to all of your support groups. You can choose to display all work, or investigations that are not yet assigned to an individual.

Search criteria, in conjunction with the console view, control which incidents appear in the Assigned Work area. You can temporarily change these settings from the Search Criteria area on the console. You can set the default values for the following settings: •

CI Type— Select which CI class to display.

•

Status—Select whether to display all assets, or only specific assets based on status.

•

Role—Select ALL or specify Approved by, Created by, Managed by, Owned by, Supported by or Owned by.

•

Individual/Group Name—This selection is specified when you choose a Role other than ALL.

You can choose whether to show the Contracts or Financials tabs. You can choose whether to show CI Unavailability or Purchase Requisitions and their corresponding Status’ on the Overview console.

2. After making your changes, click Save. The Application Preferences window will close. 3. Click Close if you do not wish to save your changes to Application Preferences.

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Personal Profile Chapter 11

Chapter 11 Personal Profile Overview You can view and modify your personal profile record (People) in Remedy. People information consists of profiles of individuals, including each person’s company, organization, business and home addresses, desk location, support groups, and selected additional information. Updating your Personal Profile enables you to:

Update your availability for each assignment group to permit or prevent requests from being assigned to you.

Specify how you are notified of request assignments (other than by page).

Update information about you that is displayed in each request you are assigned to.

¾ Open Your Personal Profile Your Profile is accessible through any Console. 1. From the Incident Management Console, in the navigation pane, choose General Functions > My Profile, as shown in Figure 11-1.

Figure 11-1 Incident Management Console - Navigation Pane – My Profile link

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The People Information window is displayed, as shown in Figure 11-2.


Figure 11-2 People Information – General tab 2. In the General tab of the People Information window (Profile), as shown in Figure 11-2, choose your options.

You can’t modify all the information in your Profile as your department’s Payroll/Personnel Analyst and the Remedy Administrator sets some options.

You can update Contact Information such as your Business phone number, Email Address.

You can update Location Information such as your Site and Desk Location.

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Personal Profile Chapter 11 3. In the More Details tab of the People Information window (Profile), as shown in Figure 11-3, choose your options.

You can’t modify all the information in your Profile as your department’s Payroll/Personnel Analyst and the Remedy Administrator sets some options.

You can update Additional Contact Information such as your Mobile phone number.

Figure 11-3 People Information – More Details tab 4. In the Login/Access Details tab of the People Information window (Profile), as shown in Figure 11-4, you can review some settings.

You can change your Password from here (click Save)

You can review your Application Permissions and License Type.

Figure 11-4 People Information – Login/Access Details tab

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Personal Profile Chapter 11 5. In the Support Groups tab of the People Information window (Profile), as shown in Figure 11-5, you can update some settings.

You can mark yourself as “Unavailable” from one or more assignment groups if you go on vacation, etc. (see below)

You can change your default assignment group (see below)

Figure 11-5 People Information – Support Groups tab 1. If you click the button “Mark All Unavailable”, you will not be available for individual assignment in any assignment group. 2. To resume availability for individual assignment in all groups, click the button “Resume Availability”.

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Personal Profile Chapter 11 3. To mark yourself unavailable from specific assignment groups, or to change your Default assignment group, click the “Update Support Groups and Roles” button. The “Update Support Group Memberships and Roles” window appears, as shown in Figure 11-6.

Figure 11-6 Update Support Group Memberships and Roles – Support Group tab 4. Highlight a specific group you want to mark as unavailable for individual assignment and click the “Mark Unavailable” button. 5. To return availability, highlight the specific group and click the button “Mark Available.” 6. To change your “Default” assignment group, highlight the group name and click the “Set to Default” button.

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Personal Profile Chapter 11 7. To mark yourself unavailable from specific Functional Roles, click the “Functional Role Update” tab, as shown in Figure 11-7.

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

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Personal Profile Chapter 11 6. In the Notifications tab of the People Information window (Profile), as shown in Figure 11-8, you can update some settings.

Notification preferences vary by module, such as Incident, Change or Asset.

Default notification preferences are predefined for each module and event.

If the default setting meets your needs, you do not need to customize the preferences.

You can mark your Notification Availability.

You can update your notification event preferences (see below).

Figure 11-8 People Information – Notifications tab

Pager Service Provider [not used]—Leave this blank.

Notification Pager+—Click the modify button (pencil icon) to update the pager number. [informational purposes only]

Pager Email+—Enter the pager email address.

Default Notification Mechanism—Select E-mail.

Notification Availability—Select No to turn off notifications.

Notification Language—Select English.

7. To update the notification settings for specific events including pager email notifications click the “Update Notification Preferences” button, the Notification Preferences window appears, as shown in Figure 11-9.

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Figure 11-9 Notification Preferences – Notification Event tab

Highlighting an event from the table will display its properties in the Notification Event tab.

8. To create a custom notification preference, click the Create button. 9. Select the Module Name, such as “Incident”. 10. Select the Notification Event, such as “Assignment”. 11. Select Pager Notification Yes or No to receive an email-page. 12. Select Use Business Hours Yes or No [if No, then 24/7 is assumed]. 13. Select Use Business Holidays Yes or No [if No, then holidays are not exempt]. 14. Select Individual Notifications Yes or No [if assigned to you]. 15. Select Group Notifications Yes or No [if assigned to your group with no Individual] 16. Select Notification Method Email.

You may modify your custom notification preference by selecting the event and clicking Modify.

Note: Custom notification preferences appear in the Notification Preferences table with User as the Notification Type. System-defined notification preferences have System Default as the Notification Type. System Default notification preferences cannot be modified or removed from the list. Custom notification preferences take precedence over the system defaults when the application determines how to send notifications to a person.

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Figure 11-10 Notification Preferences – Help Text

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Personal Profile Chapter 11 7. In the Alternate Approvers [future use] tab of the People Information window (Profile), as shown in Figure 11-11, you can update some settings.

You can set up one ore more people to approve change requests that are pending your approval. [Note: you can only configure alternate approvers for yourself.]

Figure 11-11 Alternate Approvers

Click the Save button to save any changes made to the People Information (Profile).

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Support Chapter 12

Chapter 12 Support Subject Matter Experts Each department using Remedy ITSM 7 has one or more Subject Matter Experts (SME). Locate your SME at the URL below. The listed SME is your first-contact for questions or to report problems. http://remedy.ucsf.edu/remedy/home/g1/6867-DSY.html

General Support Password/Access issues, user questions, training requests, etc. OAAIS Customer Support Services 415.514.4100, option 2 Monday through Friday (except UCSF holidays) 7:00 a.m. to 6:00 p.m. [email protected]

Administration Shawn W. Hall Remedy Administrator OAAIS Customer Support Services [email protected] 415.476.8758 Rebecca Nguyen Interim Associate Director OAAIS Customer Support Services [email protected] 415.476.6748

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Remedy ITSM 7 Incident User Guide Ver 1.2

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