REMEDY ITSM 7.

0
User Guide
Volume 1
Service Desk Basics:
Incident Management Task Management Problem Management

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..........................................................................2.............................................................................
....4ion)
.............................................................4..........................................................................5..............
........................................................................7 ........................................................9....................
..........10.......................10.......................................11.....................................................................
......17 ................................................................18...................................20...................................
...............................................21.....................................................................................24tion tab
...........................................................................25..........................................................................
.......27 ...............................................................................28ing Incident Ownership
...............................................30......................................................................................31hips
tab ............................................................................31n tab
................................................................................32.....................................................................
.....................32ing SLM
.......................................................................33.............................................................................
34..................................................................36 .................................................37 ........................
.............................................38...........................................................................40.........................
.............................................42.................................................................43t
.....................................................................................45................................................................
.................47 hips
...................................................................48........................................................................51......
....................................................................51................................................................54.............
.........60..........................................................................................66 .............................................
...........................................67 g a resolved incident
.......................................................68........................................................................68..................
..................................................69..........................................................................................70.....
..........................................................................71...........................................................................
.....73........................................................................73..................................................75g a
work-around and the root cause ...............................76 .................................................77 n
....................................................77 .................................................................................80...........
..........................................................................83...........................................................................
.............84n tab
............................................................................85.........................................................................
............87 ..................................................................................90..................................................
..................................92a User Name and Password to use Remedy ITSM. User access isRemedy
Administrator. If you do not know your login/passwordonly for support staff. Customers should be directed toAll
Programs > Action Requestin Figure 3-1. This page

Overview and Incident Management Consoles

Chapter
4
9

Using the Assigned Work table

The Assigned Work table lists different types of records. Each type of record isidentified by a specific prefix:

INCIdentifies incidents.

CRQIdentifies change requests.

TASIdentifies tasks. Tasks can be attached to incidents, problem investigations,or change requests.

PBIIdentifies problems.

SDBIdentifies solution database entries.

PKEIdentifies known errors.

PRIdentifies purchase requisitions. [

future use
]You can also change the tables contents by using the Company filter and Console Viewfields at the top left
corner of the console, based on the Console Functions
Select StatusValues
settings:

CompanyShows records associated with a particular company (useful in amulti-tenancy environment).

PersonalShows all the records that are assigned to you.

Selected GroupsThe options below this heading apply to records that areassigned 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 AllShows all records for the groups you select.
o

Show UnassignedShows all the records that are unassigned to anindividual, but which are assigned to the
groups you select.

All My GroupsShows all the records that are assigned to all support groups thatyou belong to. If you belong to
more than one support group, the records for allthose groups appear.
o
Show AllShows all records.
o
Show UnassignedShows all the records that are unassigned.

Overview and Incident Management Consoles

Chapter
4
10

Creating Records from the Overview Console

From the Overview console, you can create new records for the various ITSMapplications 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 creatingappears.

Searching for Records from the Overview Console

From the Overview console, you can search for records from the variousITSM 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 tosearch.3.
Click Select.

A search dialog box appropriate to the type of record for which you aresearching appears.4.

Enter search criteria as needed to search for the record.

Overview and Incident Management Consoles

Chapter
4
11
Working with the Incident Management Console

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 ConsoleThe Incident Management Console is the primary interface that you will use for
yourwork. 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.

blank. If you supportyou selectfunctions you will learn about.ork Info History table and click the View button. Theis
auto-generated when you created the ticket. This time isthe Add button.(Minutes) field, type the minutes. Click
the PLUSthe Add button.Duration is 1 minute. Thenavigation pane, Console View section, click Personal. Tasks
assigned to yousee Tasks or not. [are preset when the application is installed on your computer. You canchoose
your options. Table 9-1 describes the General tab
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Remedy ITSM 7 Incident User Guide Ver 1.2
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Sections

Chapter 1 About Remedy ITSM Service Desk

Who is Using Remedy ITSM?
What Does Remedy ITSM Do?
Remedy User Roles
Fixed and Floating License Types
User Tool
Chapter 2 Opening the Application
Login (website)
Login (desktop application)
Trouble Logging In
Chapter 3 Introduction to the IT Home Page
Quick Links
Chapter 4 Overview and Incident Management Consoles
Open the Overview Console
Using the Assigned Work table
Creating Records from the Overview Console
Searching for Records from the Overview Console
Open the Incident Management Console
Chapter 5 Creating a New Incident/Service Request
Incident Lifecycle
Service Level Management (SLM)
Creating a New Incident
Using a Template
Filling Out an Incident without a Template
Adding a Customer Profile
Understanding Incident Ownership
Chapter 6 Working with Incident/Service Requests
Searching your records
Using the Advance Search feature
Searching all records
Adding Work Info
Searching Work Info
Recording Time (Effort)
Assignment
Defining Relationships
Relating as Duplicates
Working with Tasks
Setting Reminders
Searching for a Solution
Creating a known error from an incident
Creating a solution from an incident
Creating a Problem Investigation from an Incident
Creating an Infrastructure Change from an Incident [OAAIS]
Pending
Resolving
Reopening a resolved incident
Closing an incident
Viewing the Audit Log
Printing
Creating Tasks
Investigating and Diagnosing an Existing Problem Investigation

Documenting work with a vendor

Recording a work-around and the root cause
Resolving a problem investigation
Closing a problem investigation
Chapter 9 Setting the User Tool Options
Open Options Window
Chapter 10 Setting Personal Preferences
Setting Application Preferences
Set Incident Management Actions
Set Change Management Actions
Set Problem Management Actions
Set Asset Management Actions [future use]
Chapter 11 Personal Profile
Open Your Personal Profile

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