REMEDY 7.5 INCIDENT MANAGEMENT AND CHANGE MANAGEMENT USER MANUAL

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1 INCIDENT MANAGEMENT AND CHANGE MANAGEMENT USER MANUAL 08/17/2009

2 Contents OVERVIEW... 3 CREATING INCIDENT TICKETS WORKING AND RESOLVING INCIDENTS AS SUPPORT STAFF CHANGE MANAGEMENT SEARCHING INCIDENT TICKETS IN REMEDY MY PROFILE INFORMATION APPLICATION PREFERENCES REMINDERS SRM INFORMATION

3 OVERVIEW The welcome screen comes up when you first logon to the Remedy 7.5 System. Select the Incident Management Console from the left side of the screen when reporting an incident. Select the Change Management Console when entering a request. Incident Management Console screen: From this screen you can create a new ticket or work open tickets that are assigned to you. Select tickets based on the company/agency the customer is assigned to. When a specific company or agency is selected only the tickets for that company are displayed. To see all tickets, regardless of agency, leave the Company field blank. 3

4 The View by Pull down Menu allows you to select all tickets for groups assigned to you or just certain groups if you are in multiple groups based on your selections. Selecting on the Selected Groups option in the View By drop down menu brings up a selection box. Select the groups you would like to have displayed by selecting in the box on the left side of the line. There are times that staff need to be members of a group but do not need to monitor or be assigned tickets in that group. This feature allows staff to only list the group tickets that they need to monitor. Deselect the second group listed by clicking in the box and select ok. 4

5 After changing the selected groups you must select on the refresh button in the upper right corner of the screen to refresh the list. Note that the number of incidents listed has changed when the second group was deselected. A quick link to Create, View or Print a ticket is located on the ticket status window. A Quick Actions menu to edit an existing ticket is also located above the ticket status window. The Quick Action menu allows a ticket to be assigned to a Group Member or the user currently logged on without opening the ticket. Just as we did in Remedy 6 we will resolve tickets and not select incident closure. The display on the left side of the screen indicates the number of open tickets assigned to you, depending on your View By choice, tickets that are assigned to your group(s), tickets that are not 5

6 assigned, or tickets that are out of compliance with the Service Level Agreement (SLA) and therefore breached. This is a display only screen; the display does not link to the actual lists. Below the Incident Counts heading is Defined Searches. The Defined Searches are based on the Company and View By selections that were made at the top of the screen. Individuals may set up their own searches based on their calls. See Manage My Searches instructions located in the Searching Incident Tickets section. A Functions menu is also displayed on the left side of the screen. From here a New Incident window or a Search Incident window can be launched. The My Profile and Application Preferences may be changed. Users can send Reminders to themselves, to others, or to groups. Predefined Reports can 6

7 also be run from the Reports menu. Manage CI s and Surveys are not being used at this time. Process Overview shows you the SMPM (Service Management Process Model) tool. A Console menu is displayed below the Functions menu and will allow you to change modules within Remedy 7.5 without going back to the main menu. 7

8 On the bottom of the main window information about the highlighted call is displayed: The customer name is displayed, select the Customer link to get more information about the customer; notes that were entered on the ticket will also be displayed here for quick viewing from this screen. Work info or Tasks are displayed to the right. New Work Info entries may be created for a selected ticket from this screen by selecting on the Create Button located above the Work Info/Task Info box and full information on a Work Info entry can be viewed by highlighting the entry in the window and selecting on View. Broadcast alerts can be added or viewed by selecting on the Alert link in the upper left corner of the console screen. Selecting on the View Broadcast link 8

9 The following window will be displayed. Broadcast Messages can be deleted or modified by the submitter or those in the support group manager role only. 9

10 To view details of the Broadcast Message, highlight a Broadcast Message and select the View button. The following screen will be displayed: From the Incident Management Console screen users can create a watch list of tickets they want to follow by highlighting a ticket in the display window and selecting on the Add to Watch List link in the upper right of the display window. Display tickets that are on your Watch list by selecting the link on the left side of the screen. 10

11 Tickets can be removed from the watch list by selecting the Remove From Watch List link. Then return to your original view. Flashboards are available by selecting on the tab on the top left of the console screen and selecting the Company you would like to view. These are displayed by the Company the customer is assigned to. All Open tickets are displayed in a Pie Chart view. 11

12 By Status and Priority tickets are displayed in a Bar Chart view. 12

13 CREATING INCIDENT TICKETS Select Create from the top of the display window or New Incident from the left side of the screen under Functions. The following Incident Request screen will display. 13

14 Enter the customer s name (the person who is having the problem) by typing the Customer s Last Name and press enter. To select the customer, highlight the correct customer from the display window and press select. 14

15 If more names are available than what is displaying on one screen, right click in the window and select next. You can limit the list by selecting the company first. If the customer you are looking for is not displayed in the drop down list you will need to add a profile to the system. At this time the Remedy system is not tied to UMD so you will need to manually build their profile. Make sure you are not building a duplicate profile, check the spelling of the customer s name to make sure it is not in the system. A call has just come in from Daffy Duck and we need to create a ticket. In the Customer Field type in the last name of Duck and hit enter. A list of all customers with Duck in their last names is displayed. Note that there is not a Daffy Duck listed; double check that Duck is the correct last name and that it has been spelled/entered correctly. Once you are sure the individual s profile is not in the system, select the create button from the People Search screen or the Green plus Button to the right of the Customer field on the New Incident Screen. 15

16 The following People screen will be displayed: All the Bolded fields must be filled in: First Name Complete with their proper name (Network First Name is applicable) Last Name Add suffixes if appropriate (i.e.: Jr., III, etc.) Client Type Defaults to Customer, if you are entering a DTS support staff or another type of customer use the drop down list to select the appropriate Customer Type Support Staff Refers to if they work for DTS Phone Number Must be entered by clicking on the box at the right of the field. Enter the phone details: 16

17 Address Free typed, verify accuracy with the customer. An Address must be entered. Client Sensitivity Choose Standard or Sensitive Company Select from the Drop Down list Site Based on the Company you selected by clicking on the drop down arrow, a list of that agency s locations will be displayed. Select the correct site and the address will be displayed. The profile information will be displayed on the ticket and the Profile will be put in proposed status until it is approved. A profile is usable in the Proposed status. See below. 17

18 NOTE: The clock does not start ticking until the customer is selected. Once a customer is selected and the ticket number is assigned, the time is now being tracked and will impact the escalations. If a different customer should be contacted rather than the individual having the problem, their name should be entered in the Contact+ field; the entry is selected the same way as the customer entry. 18

19 The Notes field allows the technician to enter information while on the phone with the customer. This field is not required. Information that is entered in the Notes field will be displayed on the Quick View screen when the ticket is selected. Templates are also available for Quick Calls or SLAM s. Templates require programming and can be requested. You can access the templates by placing your cursor in the box located next to Template+ and press the enter key, then select the appropriate template. Depending on how the template is set up the information will auto fill the ticket and the categorization fields. The Summary field is used to describe the incident. Enter in all pertinent information for the incident in this field. 19

20 20

21 The next section contains the information to track the priority of the incident. The Service+ and the CI+ fields are not being used at this time; they will come online in phase two. The Impact and Urgency drop down boxes must be filled in. The combination of impact and urgency set the Priority which will drive the SLA. The Incident Type field defaults to User Service Restoration, it may be changed to User Service Request, Infrastructure Restoration or Infrastructure Event. The Reported Source must be selected from the list; Direct Impact, , External Escalation, Fax, Self Service, System Management, Phone, Voice Mail, Walk in or Web. The Work Detail tab allows for information pertaining to the ticket to be tracked. Select on Create to enter Work details for the ticket. 21

22 Work Info Type falls under one of three categories; Customer Inbound, Customer Outbound and General. Source must be selected from the drop down menu. Information typed in the Summary field will display on the Work Detail window on the front Incident Request screen The Note field allows for more detailed information to be added to the incident at a later date. The Locked field should be set to YES to prevent modification to the work info data. View Access can be set to Public or Internal. Click save to update. The Relationships tab can be used to relate an Incident to another or multiple ticket types. The Date/System Tab records the Reported Date, Responded Date and the Submitter information as shown below. 22

23 The Incident Owner will default to Help Desk when the ticket is saved. If the support person chooses to change the owner to their own group, the only people allowed to modify that ticket will be someone from that group. It is recommended that Ownership NOT be changed. The incident must then be categorized to allow for auto routing and later for SLA reports. Select Categorizations from the left side of the screen. The Categorization window is used to track the Operational and Product Categorization at the time the ticket is entered. If those categorizations need to be changed at the time the ticket is resolved, use the Resolution Product Categorization to select the correct product. If the Operational Categorization has changed enter the correct information on the resolution side. If the call is considered Resolved on First Call make that selection under Resolution Categorization Tier 1. 23

24 NOTE: A ticket can be resolved without entering Categorization, it is important that this screen be completed for SLA tracking. Managers will be watching to make sure this screen gets completed. Searches for Product Categorization can be done by typing a name in the Product Name+ field as shown below: Here we typed in pac in the Product Name field and hit enter. 24

25 The following screen displays all products with pac in the name. Highlight the correct product and click select. The Product Categorization fields are filled in. Once the correct Product has been selected and filled in save the categorization by selecting on the Save button. The screen will return to the Incident front screen. 25

26 For tickets that need to be routed out to other staff, select the Auto Assign button on the left side of the screen, if Auto Routing has not been set up for the Categorization that was entered the ticket will assign to the DTS Help Desk. If auto routing has been entered for the product a screen displaying the options for auto routing will be displayed, see below: Select the group you wish to send the ticket to and select OK. The selected Group will show on the assignment portion of the screen. Assignments can be left at the group level or be assigned to a specific individual in the group. 26

27 Assignments can also be made by manually selecting the Assigned Group and assignee. 1. If you don t know the name of the group, but you know the individual you want to route the ticket to, type the individuals name in the Assignee+ field. It must be typed exactly. Press the enter key, it will auto populate the Assigned Group+. 2. If you want it to route to a specific group, but you don t know the name of the group, Enter in the Assigned Group+ field, %Metro%, and press enter. You will get all of the groups with Metro in the name. You can also type %Help Desk%, press enter, and get all of the groups with Help Desk in the name etc. 3. You can also assign the incident to yourself and change it to Work in Progress at the same time by selecting next stage. A ticket can also be resolved from this screen by selecting resolve from the status field. Once the ticket information has been entered, Customer Name, Summary, Impact, Urgency, any Work Detail, Categorization, Assignment Information and the status has been updated, select the Save button at the bottom of the screen. 27

28 WORKING AND RESOLVING INCIDENTS AS SUPPORT STAFF When an incident is assigned to you or your group, notifications can be received either through BMC Remedy Alert or . Open the ticket by double clicking on the incident, or highlight the incident and select view; assign the incident to yourself if it was assigned only to your group. You do this by selecting the Assign to Me link on the left side of the screen. Then change the status to In Progress on the right side of the screen and select Save. Now you can begin working the incident request. You should track the time spent on the incident by selecting the Effort Time Spent Clock Time can be tracked in two ways: located to the right of the Assignee+ Name. You can manually enter in the time spent working on the incident on the Effort Time Spent screen by typing the time spent in the Effort Time Spent Minutes field, or you can let the system track the time spent by selecting the Started button and then close the screen. The time will continue accumulating while you work the incident. When you have stopped working the incident, go back into the Effort Time Spent Minutes screen and select the Stopped button. The Effort Time Spent Minutes field will auto populate with the number of minutes. 28

29 Time can also be tracked for other staff that have assisted in resolving the incident. Select the Update Assignment Log button on the Effort Time Spent screen. Select the Support Company, Support Organization, Assigned Group, and Assignee then enter in the Effort Time Spent. Their name will appear in the detail window. The Support Staff listed in the window can adjust the time entered for them using the Effort Time Spent box on the right side of the window. 29

30 WORK INFO Work Info Entries can be made in two places. If you are working with an open incident, work info entries can be added by selecting the Create button on the Work Detail tab. The Work Detail tab allows tracking of information pertaining to the incident. Work Info Type falls under one of three categories; Customer Inbound, Customer Outbound and General. The Source field is not required. Information typed in the Summary field will display in the Work Detail on the Main Incident display window. The Notes field allows for more detailed information to be added to the incident. 30

31 Work Detail can also be added to the ticket without opening the ticket. From the Main Incident window you can highlight the incident and then create a Work Info entry by selecting the create option located in the Incident Detail and Tasks portion of the window. You can also modify notes, add attachments, lock the entry so that it cannot be modified later, and change the viewing access level. Work Info entries can be modified by others if they have not been locked. RESOLVING AN INCIDENT When you are ready to resolve an incident change the Incident Request Status to Resolved. Do NOT use Closed. The Status Reason and Resolution fields must also be completed. If the Operational Categorization has changed enter the correct information on the Resolution side. If the call is considered Resolved on First Call make that selection under Tier 1. 31

32 You may also resolve an incident by selecting the Resolve button or the Next Stage button located at the bottom of the screen. The Process Flow Status Bar can also be used to move through the incident life cycle, as you select the next stage you will need to fill in the required information. Complete the Resolution and Status Reason. From this screen you can also add a Work Info entry with information about the work done to resolve the incident. 32

33 CHANGE MANAGEMENT The Change Management Module will be used for the following requests: Hardware (Printers, Scanners, PC/Laptops, Copiers, Fax Machines, etc) Add Change Remove Software (License required software only MLA Software, Crystal Reports, etc) Add Change Remove Network (Configuration Changes Only for Hub, Router, Switch, etc) Add Change Remove VPN Use on line forms Blackberry Use on line forms Storage Use on line forms Hosting Use on line forms Firewalls Use on line forms All telephone orders still go through the Telecommunications Online Forms. 33

34 From the Change Management Console select the Create button. When a new Change Screen is displayed, choose the Select Template option on left side of the screen under Quick Links. Latent change templates close the ticket at the time of the call. Normal change templates are used for assignment to other staff to complete. You must use a template. From the Create Change Management entry screen you must enter in the Requested for information, this is not required by the system, but is required by DTS for tracking. 34

35 After you have entered in the Requested For information, clear the default Change Location information and enter the correct Change Location. The Change Location information can be entered using the drop down lists starting with Company or a search can be used to fill in the information by typing in all or part of the Site. Below we typed in the word work to search for a Workforce Services location in the Site+ field and pressed enter. The Site Search screen displays all the Site Alias s that contain the word work. The search can be narrowed by entering the company, region or site group. The selection of the appropriate site can be made from this screen. Highlight the selection and press select. 35

36 The information will auto fill the Change Location information on the Change Management Entry screen. Select the Classification Tab and enter the Product Categorization. You can use the Product+ field to do a search the same as we did with Site+ field above. 36

37 Next Click on the Assignment Tab Under the Infrastructure Change Assignee section of the screen, enter your information if you are resolving the call yourself or enter the information for the staff member you are assigning the call to. 37

38 You can also make the assignment by selecting from the drop down list by the Set Assignment Using field. Make the assignment to yourself by selecting My Default Group or My Group List and press the set button. You can also let the system Auto Assign based on the Operational or Product Categorization fields that you selected on the Classification tab, or assign the ticket to the Change Manager and then press the Set button. After the Assignment information has been collected go to the Process Flow Bar at the top of the screen, click on the drop down and select the next stage option. The following screen will be displayed. The template has filled in the screen. When you are working a Latent Template ticket, click on Save and then the Closure screen will be displayed. If you are working on a Normal Template ticket the ticket will be routed to the assignee/assignee group. 38

39 For the Latent Ticket Template: The bolded fields must be completed. Click in the Actual Start Date and press enter, the date and time will be filled in. Click in the Actual End Date field and press enter, the date and time will be filled in. You can adjust these times if needed. The Performance Rating is a self evaluation of how the change went, 1 is low and 5 is high. Enter in the Summary field the information explaining what was done on this change ticket. Then select the save button. The ticket will automatically be closed. Working a Normal Change Ticket 39

40 On the Change Management Console screen find the ticket that you are working. As in the Incident Module you can view and add Work Info from this screen. You can also see what Status the ticket is in, when it started and who the ticket has been assigned to. Highlight the ticket you are ready to work and click the view button or double click on the ticket. The Change Request Information window is displayed. From the Process Flow Menu at the top of the ticket select the drop down arrow and click on next stage. Complete the Change Scheduled Dates, click on Save. 40

41 If a Change Manager was not assigned when the ticket was entered this Warning Message will be displayed. Click OK to acknowledge the warning message. The status of the ticket then changes to Scheduled for Review. 41

42 From the Process Flow tool bar click on the Plan & Schedule drop down list and select the Next Stage Option. You will get the Warning Message about the Change Manager again, click ok on the message. The status of the ticket will then move to Scheduled. From the Process Flow tool bar click on the Plan & Schedule drop down list and select the Next Stage Option. You will get the Warning Message about the Change Manager again, click ok on the message. The status of the ticket will then move to Implementation in Progress. From the Process Flow tool bar click on the Implement drop down list and select the Next Stage Option. The Change Closure Window will be displayed. The bolded fields must be completed. Click in the Actual Start Date field and press enter, the date and time will be filled in. Click in the Actual End Date field and press enter, the date and time will be filled in. 42

43 You can adjust these times if needed. The Performance Rating is a self evaluation of how the change went, 1 is low and 5 is high. Enter in the Summary field the information explaining what was done on this change ticket. Then select the save button. The Change Manager Warning Message will be displayed, click Ok on the warning message. The status will be changed to completed. 43

44 SEARCHING INCIDENT TICKETS IN REMEDY To search for incident tickets, select the Search Incident option on the left side of the screen. To find all tickets for a specific customer, enter their last name in the customer field, press enter, highlight the customer name from the display window, press select, then press the search button in the upper right corner of the screen. 44

45 Note that all tickets for this customer are displayed at the top of the screen regardless of who entered the ticket. By highlighting a ticket in the results window at the top of the screen you can view the information about the ticket. Also note that at the bottom of the screen you can see the number of the tickets that were found in the search. Use the tabs and fields to build your search conditions. To reduce the number of records found by the search, enter as much information into the form as you can. When you finish entering your search criteria, select Search. Scroll through the table to find the specific record you want. When you find the record, select it to display in Modify mode. 45

46 You can also do advanced searches with date criteria. To display the Advanced Search toolbar, select Tools from the top menu and then select Options. On the General Tab in the On Open box check the option Show Advanced Search Bar. Then select the Behaviors tab and under On Search select the option of Keep Previous Field Values, press OK. 46

47 Now when clicking on a search incident option from the left hand menu the advanced search toolbar will display at the bottom. Select the field name from the field list. Type in the Search criteria as shown below: The Submit Date was selected from the fields list. The Greater Than sign was selected from the tool bar. The quotes are selected from the tool bar and the date is typed in with a quote at the beginning and at the end of the date. Select the Search button from the upper right of the screen or the tool bar at the top under the menu. NOTE: Search results are based on the Company and View By you selected. 47

48 You can also save your searches under the Manage My Searches option on the left of the screen. 48

49 Type the name you want your report to be known as into the Search Name Field; select the Build Search Qualification button. Fill in the qualification search criteria the same way as on the Advanced Search field and press Select. Press the Save button, and press the Close Button. The search will now show up on the left side of the screen under My Searches. 49

50 MY PROFILE INFORMATION From the Incident Console Screen, select My Profile. The Profile Screen comes up with the Person ID. 50

51 On the General tab the information about the employee s work location and phone numbers are displayed. On the Support Groups tab staff can select their availability for assignments. On the screen above you will note that Chris is in three groups. Rural Central Help Desk is her Default Group. She is also a member of the Help Desk group but is not available in that group for assignments. She is also a member of the Rural Central Desktop Support Group and is available for assignments in that group. From the Support Group screen you can mark yourself Unavailable for all Groups. This is used when you are out of the office such as when you go on Vacation. To mark yourself available to one group but not another, select the group you want to adjust and then select Update Support Groups and Roles at the bottom of the screen. 51

52 Highlight the group you wish to change and select the Mark Unavailable/Available button at the bottom of the screen. 52

53 APPLICATION PREFERENCES Users are able to set their default views by selecting the Application Preferences option on the left side of the screen. The Application Preferences window is organized by Remedy 7.5 Modules. Preferences may be set for each module (ie. Incident Management, Change Management, etc.) 53

54 By selecting a Company and Console View on the Application Preference main screen, you are indicating which items you wish to be defaulted to when you logon to Remedy. You can also determine what you would like to have happen when you save a ticket No Action Leaves the Incident Request 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 Request form open. If this is a new incident, the form changes from New to Modify. 54

55 Tab Views These preferences apply only when you are using the Classic View we are using the Best Practice View. Overview Console You can choose whether to show incidents or incident tasks on the Overview Console. Click Save. 55

56 REMINDERS Reminders can be entered in Remedy to send notification to yourself, your group or to other individuals. The reminders may be linked to a specific incident or as a generic reminder. Select the Reminder link under the Functions menu on the left side of the screen. The first tab allows you to list All, Pending or Sent Reminders on the screen. A reminder may be viewed or deleted from this screen using the buttons on the lower left. 56

57 Clicking on the Create Reminder Tab allows you to add a new Reminder. Reminders can be sent to an individual or a group by selecting your choice from the drop down on the Notify field. The Recipient field allows partial entry. Entering in Metro will bring up a selection of groups that contain Metro in the name. Select the Metro Group you want to send the message to and select ok. 57

58 The Time field automatically defaults to one hour from when you clicked on the Create Reminder. You can adjust the time and date to any time after the current time and date. Enter in the Reminder Subject, Message and select Save, and then Close. To tie a Reminder to a specific Incident, open the incident and then select the Reminders under Functions from the menu on the left side of the screen. 58

59 The Show Reminders screen is the same as the screen you received above when doing a general reminder note. The Create Reminder screen is different when you are viewing reminders from inside an incident. Notice this screen shows the Link to Request ID as well as shows the Id in the Subject line. The reminders will be ed to the individual or the group at the time specified when the reminder was created. 59

60 SRM INFORMATION SRM is the Service Request Management tool. It allows customers and staff to request services on line such as Hardware and Software changes, etc. User Name is entered in mixed case ie: John Doe, enter their UMD Password, and select Log In. 60

61 Once the logon has been authenticated the user will see the following screen. Select the Request Entry option under Service Request Management for submitting requests. 61

62 Select the Get Help link and the following screen will be displayed. Then select the Submitted Requests to view your open tickets. 62

63 The screen below shows your submitted requests that need attention, requests that are still in draft mode, what has happened since your last visit and any open requests. The Submitted Requests display can be further sorted by using the Show and Service Cart dropdowns at the top of the screen. The Fulfillment ID refers to the Incident or Change ticket number that the technicians working your request will be referring to. You are also able to view any activity logs that have been saved as public by the technician as they work the request. Planning status indicates the call has been assigned to a Group, but the status of the ticket has not been changed to In Progress. Customers can add information to the activity log to this ticket by selecting the Add button below the Activity Log box. Double click on a call to display the details for this ticket. See the picture shown below. 63

64 Clicking on the Activity Log link at the top of the detail screen displays the log entries that are marked for public view. Clicking on the Process View displays the following screen: 64

65 To submit a new ticket you may click on the Request Now button from the Services menu. From the screen below you can edit your contact information for this request only,then enter in the ticket information. 65

66 The Edit Contact information screen is shown below: You can adjust the phone number and address that you would like to be contacted at for this request. Enter in the required date. For Reporting a Problem, enter the Impact and Urgency of Incident information (these fields will not show on the Submit a Request screen). Type in a brief summary of the incident and then provide detailed information. You can add attachments to the ticket using the Add Attachment button in the lower left of the screen. To review the entered information, select the Summary Button. See the sample summary on the next page. 66

67 You can Save the Ticket as a draft if you need to gather further information or Submit it from this screen. Selecting the Provide Information link at the top of the page returns you to the Incident Entry Screen. You can submit the ticket from the Provide Information screen by selecting the ADD to Cart button on the lower right side of the screen. A Cart Review screen as shown below will be displayed. From this screen you may Update the Request, Remove the Request, Add a New Request or submit the request by selecting the Submit Cart button in the lower right of the screen. This can also be handy if you have multiple requests to enter. After selecting the Submit Cart you will be taken back to the overview screen. 67

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