ITS Service Delivery ITSM & ITAM Services. Remedy FAQs. Frequently Asked Questions, Tips, and Tricks for using Remedy ITSM 7.6

Transcription

1 ITS Service Delivery ITSM & ITAM Services Remedy FAQs Frequently Asked Questions, Tips, and Tricks for using Remedy ITSM 7.6 Revision 1.0 June 7, 2011

2 ITSM & ITAM Services: FAQ 2 DOCUMENT SUMMARY... 3 CLIENT QUESTIONS/ISSUES/TIPS/TRICKS... 3 How to stop your browser from opening a new window every time you click on anything... 3 How to make sure Remedy switches to a new tab when it s opened... 3 What browsers can I use to access Remedy?... 5 What to do if you have a Desktop Client for Remedy on your PC, but it is really slow in Asset and won t pull up the Incident Console... 5 What to do if Remedy doesn t return to the correct tab after a pop-up tab (ex. Work Info) is closed... 6 How to handle Remedy timeouts without losing time or work... 7 How can I export by query results to an excel file for analysis?... 7 WORKING TICKETS QUESTIONS/ISSUES/TIPS/TRICKS... 8 How to copy/paste customer information (eg ) out of an Incident... 8 How to avoid having to scroll to get to the save button every time, even if the browser is full screen... 9 How to reassign a ticket to someone, even if you cannot remember what group they are in How to reassign to another group without using the menus Why do missed or met service targets remain on a ticket after changing from Service Restoration to Service Request? WORKING TASKS QUESTIONS/ISSUES/TIPS/TRICKS Why is my task in stuck in a Staged status and won t let me Close? Why am I getting the error msg that "Actual Start Date" is required when trying to close my task? Why can't I close my task that is in Pending status? I get an error msg that states "task must be assigned"

3 ITSM & ITAM Services: FAQ 3 Document Summary This document is meant to assist customers in the use of BMC Remedy ITSM 7.6. These may or may not reflect the policies or procedures used by your agency. Client Questions/Issues/Tips/Tricks How to stop your browser from opening a new window every time you click on anything AND How to make sure Remedy switches to a new tab when it s opened This is an Internet Explorer setting. Go to the Tools menu in your IE and choose Internet Options.

4 ITSM & ITAM Services: FAQ 4 Then choose Settings in the Tabs section. You ll want to enable tabbed browsing as indicated here:

5 ITSM & ITAM Services: FAQ 5 What browsers can I use to access Remedy? The officially supported browsers are Firefox 2.0 or higher Internet Explorer 7 on Windows XP (32 bit only), Vista [Enterprise, Business, Ultimate] (32 or x64) & Windows 7 [Professional, Enterprise, Ultimate] (32 or x64) Internet Explorer 6 on Windows 2003 (32 or x64), XP (32 bit only) Safari 3.0 on Macintosh OS X 10.4 Other browsers might work. Chrome seems to work well except for in asset management. What to do if you have a Desktop Client for Remedy on your PC, but it is really slow in Asset and won t pull up the Incident Console It seems you do not have a current version of the client. You can check your client version by opening up the client and choosing About BMC Remedy User from the Help Menu. You should be running Version Patch 006

6 ITSM & ITAM Services: FAQ 6 If you are not running this version, you will need to have your client upgraded or use Remedy Web: What to do if Remedy doesn t return to the correct tab after a pop-up tab (ex. Work Info) is closed This is a function, primarily, of how the browser functions. The best way to work with this is to drag the tab all the way to the right for the record you going to be working with (or close all the tabs to the right of the one you are working with). So if the situation is the below: And I m going to be working with the incident (middle tab) adding work info and categorizations, etc., I can (1) Close the Problem Console tab

7 ITSM & ITAM Services: FAQ 7 or (2) Click/Drag the Incident tab all the way to the right. This will ensure the browser always returns to that Incident tab when the pop-up tabs close. How to handle Remedy timeouts without losing time or work You don t have to close anything when Remedy times out. Go to a console window if you have one open (any window will do if you don t), and click your browser s refresh button (F5). This will prompt you to log back in to Remedy. Once you log back in, it will take you back to the page you were on and all of your other tabs will also be active again. You can just continue working. How can I export by query results to an excel file for analysis? A document on how to do this was prepared for ITS Staff by the ITS Application Administrators. Find that document here. Thank you to ITS for sharing this resource.

8 ITSM & ITAM Services: FAQ 8 Working Tickets Questions/Issues/Tips/Tricks How to copy/paste customer information (eg ) out of an Incident It actually is there, but it is in a hover. Hover your mouse over the customer name field contents. This will display the customer information: Then move your mouse into the hover. To copy the address highlight and right-click on the address. Then chose copy.

9 ITSM & ITAM Services: FAQ 9 How to avoid having to scroll to get to the save button every time, even if the browser is full screen You can decrease the amount of screen lost to the browser menus by using full screen toggle. Make your browser full screen, then press F11. Before F11: After F11:

10 ITSM & ITAM Services: FAQ 10 In this mode you can still see your tabs by moving your mount to the top of the screen: To leave this mode, just press F11 again. How to reassign a ticket to someone, even if you cannot remember what group they are in If you know their name in Remedy, once you clear the fields, you can enter the full or partial name in the Assignee field and press Enter.

11 ITSM & ITAM Services: FAQ 11 This will fill in the assigned group if there is one match. If there are multiple matches for the person or that person is in more than one group, it will bring up a selection screen. Pick the group you wanted and click Select. And the system will fill in your selection:

12 ITSM & ITAM Services: FAQ 12 How to reassign to another group without using the menus Clear the exist group, then start typing the group name you want to assign to in the Assigned Group field. The system will display a list of groups that match what you are typing. Select your desired group from this list by clicking on it. Why do missed or met service targets remain on a ticket after changing from Service Restoration to Service Request? Missed or Met service targets are designed remain, regardless of changes to the record. The primary reason for this is to maintain accurate compliance numbers. Working Tasks Questions/Issues/Tips/Tricks Why is my task in stuck in a Staged status and won t let me Close? Tasks are in "Staged" status when they are dependent on other tasks, i.e. when they are part of a task sequence or flow. When all previous tasks in the sequence or flow are completed, the task will activate (be moved out of staged status). Until this occurs, a task is not meant to be not worked because the tasks it's dependent upon have not been completed. Why am I getting the error msg that "Actual Start Date" is required when trying to close my task? A value is required in the "Actual Start Date" field on the Dates tab of the task. If you put the task in status "Work In Progress" and save when you begin to work the task, this will automatically populate the "Actual Start Date" field of the task.

13 ITSM & ITAM Services: FAQ 13 Why can't I close my task that is in Pending status? I get an error msg that states "task must be assigned". A task must have an assignee name before closing task. When the assignee name is added the task goes to status "Assigned" and then the user is allowed to close it without getting the error msg.