DOCUMENT INFORMATION AUTHORIZATION REVISION INFORMATION. New Incident Management Work Instruction Document # Effective # Pages 1 of 10

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1 DOCUMENT INFORMATION # Pages 1 of 10 Document Name New Incident Management Work Instruction Description This document provides step by step instructions for creating a new incident ticket in Remedy Applicable To Authorized Systems Administrators and Data Center Operations staff Supersedes None Owner Manager, Systems Administration AUTHORIZATION This document is authorized by the Process Owner on <<Date>> for a period of one year from this date. At the end of this period, the Process must be reauthorized by the Process Owner. REVISION INFORMATION Version Date Author Comment 0.1 5/16/2014 Weisman Initial draft

2 # Pages 2 of Login to Remedy on Demand with your username and password. 2. On the left side of the screen, click on the Applications tab and the Applications menu will appear. 3. Go to Incident Management New Incident. 4. The New Incident form appears.

3 # Pages 3 of On the left side of the screen, enter the following information into the designated fields: Item Field Option Input 1 Incident ID Mandatory Automatically assigned by Remedy 2 Company Mandatory Choose XXX from the dropdown list 3 Customer Mandatory Enter the Customer s Remedy ID or click the search icon 4 Contact Optional Enter the Contact s Remedy ID, if different from the Customer

4 # Pages 4 of Item Field Option Input 5 Template Optional Click on the Template search icon and choose the appropriate template from the list, if one exists. See Table 1 for a list of all available templates. NOTE: The template will pre-populate some fields and overwrite any previously populated fields. 6 Notes Optional Click on the Notes icon and enter new/additional information about the incident 7 Summary Mandatory Click on the Notes icon and enter a short summary describing the incident

5 # Pages 5 of Item Field Option Input 8 Service Mandatory Enter the business service affected by the incident if you know it 9 CI Optional Enter the Configuration Items affected by the incident if you know it 10 Target Date Optional Enter a resolution date for the incident if you know it 11 Impact Mandatory Choose according to the following criteria: Extensive/Widespread: a problem affecting an entire application or network segment Significant/Large: An application problem affecting 15+ people or a network problem affecting 7+ people Moderate/Limited: A problem affecting a few users Minor/Local: A problem affecting a single user

6 # Pages 6 of Urgency Mandatory Choose according to the following criteria: Critical: The damage caused by the incident increases rapidly over time High: The damage caused by the incident increases considerably over time Medium: The damage caused by the incident only marginally increases over time Low: The damage caused by the incident does not increase over time 13 Priority Mandatory Automatically calculated by Remedy 14 Incident Type Mandatory Choose according to the following criteria: User Service Restoration: for typical service restoration requests User Service Request: for a simple question or request for information Infrastructure Restoration: for restoration of infrastructure services Infrastructure Event: for when a management tool registers an event that does not required infrastructure restoration 15 Reported Source Mandatory Choose the method by which the incident arrived at the help desk from the dropdown list. NOTE: Incidents entered manually into Remedy use the System Management selection.

7 # Pages 7 of Item Field Option Input 16 Assigned Group Mandatory Select which group to assign the incident from the dropdown list 17 Assignee Optional If you know who to assign it to within the group, select them from the dropdown list 18 Vendor Group Optional Select the vendor from the dropdown list 19 Vendor Ticket No. Optional Enter the vendor s ticket number if you know it 20 Status Mandatory Automatically assigned by Remedy for new incidents 21 Status Reason Optional Select a status reason from the dropdown list 22 Resolution Optional 23 Customer ID Method Optional Click on the Notes icon and enter the specific details of the incident resolution if you know it

8 # Pages 8 of On the right side of the screen, click on the Categorization tab and enter the following information into the designated fields: Item Field Option Input 1 Company Optional Pre-populated by Remedy Operational Categorization 2 Tier 1 Mandatory Choose the best option form the dropdown list 3 Tier 2 Optional Choose the best option form the dropdown list 4 Tier 3 Optional Choose the best option form the dropdown list Product Categorization 5 Tier 1 Mandatory Choose the best option form the dropdown list 6 tier 2 Mandatory Choose the best option form the dropdown list 7 Tier 3 Mandatory Choose the best option form the dropdown list 8 Product Name Optional Enter the product name if you know it 9 Model/Version Optional Enter the model/version if you know it 10 Manufacturer Optional Enter the manufacturer if you know it 7. In the lower left corner of the screen, click Save.

9 # Pages 9 of 10 TABLE 1 AVAILABLE TEMPLATES Template Name Use DEFINITIONS Term Definition ASSOCIATED DOCUMENTS Policies Processes Procedures Work Instructions Forms User s Manual Other

10 # Pages 10 of 10 OWNER APPROVAL Original Implementation Date: Date Last Review: Date Policy Owner: <<Name and Title>>