BMC Remedy Incident Management Remedy Important Processes & Tips. Version 3.0

Transcription

1 BMC Remedy Incident Management Remedy Important Processes & Tips Version 3.0

2 Table of Contents Important Processes & Tips 1. When creating a new incident Selecting Operational and Product Categorizations When working on a ticket When creating a Task When resolving an Incident Tips Install Firefox add-on for signatures and generic scripts How to create your signature file How to use your signature file

3 1. When creating a new incident PROCESS: Incident monitoring staff review and confirm Assigned Group is correct. If not, please assign to correct group. Only if correct group is unknown, assign to Service Desk PROCESS: Tech support personnel should create their own new incidents, not send s to ithelp@yorku.ca or helpdesk@yorku.ca to create a new incident PROCESS: Never reopen a Closed incident even if it appears to be the same issue. Note previous incident # in new incident PROCESS: Bold fields are mandatory PROCESS: If an incident comes into your queue with a people record of not in system, clear that people record and use the People Search to find the correct person. ONLY if the client cannot be found in the system, type the generic username 'system' in the Customer*+ field and hit enter. Highlight Not In entry and click on Select button. NEVER modify any fields in nis@yorku.ca profile. When using not in system account profile, complete the Contact+ field. 2. Selecting Operational and Product Categorizations PROCESS: Do not use Other/Other or Default. If the Product cannot be found, create an incident and assign to UIT - Remedy Administration queue indicating what is missing. 3

4 3. When working on a ticket PROCESS: If issue is urgent/critical, submit ticket but also contact Service Owner or Service Desk ensure someone is aware of issue PROCESS: Once you start working on a ticket, set the Status to In Progress PROCESS: If ticket will not be completed in one business day, contact client to let them know PROCESS: If you are waiting for information, parts, approval, incident should be set to a Status* of Pending. Use the drop-down menu to select Status Reason PROCESS: If you have tried to contact client at least three times over a period of five days, by , visit or by phone (ensure Work Detail is updated with these contact attempts), client from ticket that you have been unable to contact them, and for this reason, incident is being cancelled. (See form at then the incident is to be set to a Status* or Cancelled. Use the drop-down menu to select Status Reason - No Response. PROCESS: All work done on incident and all client contact must be posted in the Work Detail 4. When creating a Task Create when you need another team involved in completing the client s request. PROCESS: Do not pass a ticket requesting something to be done, and then to assign ticket back - assign a task. PROCESS: When you create tasks, the Status* of the incident must be manually changed from Assigned to In Progress so the Status of the Task will automatically change from Staged to Pending and notifications are sent. 4

5 5. When resolving an Incident PROCESS: Double check that the Resolution Product Categorizations is correct go to Links and then Categorizations. If the initial Product Categorization is incorrect, select new entries for Resolution Product Categorizations. PROCESS: Tasks associated within incidents must be Closed before the Incident can be resolved. PROCESS: The system will automatically set incident status to Closed after 10 days 6. Tips 6.1 Install Firefox add-on for signatures and generic scripts To install an add-on file when using the Firefox browser, follow the instructions below: 1. Click on your Mozilla Firefox browser icon 2. Type the URL in the Location Bar and hit Enter 3. Click on Continue to Download button to install Signature /Auto Paste/Prefill Forums 4.2 add-on 4. Click on Accept and Install button 5. Click on Install Now button 6. Click on Restart Firefox button (top right) 7. Click on Restart button 8. Click on OK 9. Exit from the screen called End-User License Agreement for Signature/Auto Paste/Prefill Forms:: Add-ons for Firefox Mozilla 5

6 6.2 How to create your signature file 1. Log into 2. Click on >> Applications and highlight Incident Management then click on New Incident 3. Within any text box, e.g. Summary* line, right click your mouse 4. Select Insert Signature > then Edit Signatures() 5. Click on the Create New signature icon as illustrated above. 6. Type a value in Name box, e.g. Nancy s signature 7. Type the signature file you wish to use in the Value box. 8. Click OK button. 9. Click OK button. 6.3 How to use your signature file 1. To create an , while in an incident, click on Functions 2. Click on System 3. Right click you mouse in the text field box Message Body* 4. Highlight Insert Signature > 5. Click on your signature name 6