Remedy Help Desk 5.5 User’s Guide

Remedy Help Desk 5.5

User¡¯s Guide

June 2003

Part No: HD-550-UG-01

Copyright 2003 BMC Software, Inc. All rights reserved.

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logos, and all other BMC Software product or service names, are registered trademarks or trademarks of

BMC Software, Inc. All other trademarks belong to their respective companies.

Remedy, a BMC Software company, considers information included in this documentation to be

proprietary and confidential. Your use of this information is subject to the terms and conditions of the

applicable end user license agreement or nondisclosure agreement for the product and the proprietary and

restricted rights notices included in this documentation.

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252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is

BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Contacting Remedy

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which you are licensed, contact Remedy Customer Support by email at support@. If you have

comments or suggestions about this documentation, contact Information Development by email at

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This edition applies to version 5.5 of the licensed program.

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Tel 650.903.5200

Fax 650.903.9001



Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related Remedy documents . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1

Introducing Remedy Help Desk

. . . . . . . . . . . . . . . . . . . . 13

About Remedy Help Desk . . . . . . . . . . . . . . . . . . . . . . . 14

What¡¯s New in Remedy Help Desk. . . . . . . . . . . . . . . . . . . . 15

Remedy Help Desk business models . . . . . . . . . . . . . . . . . . . 16

Requester role . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Support role . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Manager role . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Administrator role . . . . . . . . . . . . . . . . . . . . . . . . . 18

Using Remedy Help Desk. . . . . . . . . . . . . . . . . . . . . . . . 19

Help Desk module . . . . . . . . . . . . . . . . . . . . . . . . . 19

Change Tasking module . . . . . . . . . . . . . . . . . . . . . . . 20

Asset Inventory module . . . . . . . . . . . . . . . . . . . . . . . 21

Common features. . . . . . . . . . . . . . . . . . . . . . . . . . 22

Other Remedy applications . . . . . . . . . . . . . . . . . . . . . . . 23

Remedy Change Management . . . . . . . . . . . . . . . . . . . . 23

Remedy Asset Management . . . . . . . . . . . . . . . . . . . . . 23

Remedy Service Level Agreements . . . . . . . . . . . . . . . . . . . 23

Contents ! 3

Remedy Help Desk 5.5

Chapter 2

Remedy Help Desk Requester

. . . . . . . . . . . . . . . . . . . . . 25

Working with Remedy Help Desk as requester . . . . . . . . . . . . . . 26

Accessing the Remedy IT Service Management Console as a requester. . . . 26

Working with the Remedy IT Service Management Console as a requester . . 30

Auto-fill feature in fields and lists . . . . . . . . . . . . . . . . . . . 30

Creating new requests . . . . . . . . . . . . . . . . . . . . . . . . . 31

Resolving help desk cases on your own . . . . . . . . . . . . . . . . . . 33

Working with existing requests . . . . . . . . . . . . . . . . . . . . . 35

Viewing a list of your requests . . . . . . . . . . . . . . . . . . . . 35

Checking the status of a request . . . . . . . . . . . . . . . . . . . . 36

Modifying a request . . . . . . . . . . . . . . . . . . . . . . . . . 37

Printing a request . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Closing and reopening resolved requests . . . . . . . . . . . . . . . . . 40

Completing a customer satisfaction survey for a help desk case . . . . . . . 41

Viewing Bulletin Board messages . . . . . . . . . . . . . . . . . . . . 43

Using reminders. . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Creating new reminders . . . . . . . . . . . . . . . . . . . . . . . 44

Viewing, modifying, and deleting existing reminders . . . . . . . . . . . 46

Searching for a person¡¯s or group¡¯s record . . . . . . . . . . . . . . . . 48

Working with table data . . . . . . . . . . . . . . . . . . . . . . . . 50

Updating table data . . . . . . . . . . . . . . . . . . . . . . . . . 50

Sorting table data . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Printing table data . . . . . . . . . . . . . . . . . . . . . . . . . 51

Exiting the Help Desk application . . . . . . . . . . . . . . . . . . . . 52

Chapter 3

Remedy Help Desk Support . . . . . . . . . . . . . . . . . . . . . . 53

Overview of Remedy Help Desk Support . . . . . . . . . . . . . . . . . 54

Overview of the Help Desk module . . . . . . . . . . . . . . . . . . . 55

Help Desk support roles . . . . . . . . . . . . . . . . . . . . . . . 55

Overview of the Change Tasking module . . . . . . . . . . . . . . . . . 56

Levels of change tasking . . . . . . . . . . . . . . . . . . . . . . . 56

Change Tasking roles . . . . . . . . . . . . . . . . . . . . . . . . 57

4 "Contents

User¡¯s Guide

Overview of the Asset Inventory module . . . . . . . . . . . . . . . . . 58

Levels of assets . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Relationships across Help Desk modules . . . . . . . . . . . . . . . . 59

Asset record maintenance . . . . . . . . . . . . . . . . . . . . . . 60

Asset reporting and monitoring . . . . . . . . . . . . . . . . . . . . 60

Working with Remedy Help Desk as support . . . . . . . . . . . . . . . 61

Accessing the Remedy Help Desk Support application . . . . . . . . . . 61

Working with the Remedy IT Service Management Console as support . . . 64

Auto-fill feature in fields and lists . . . . . . . . . . . . . . . . . . . 65

Setting personal preferences and options . . . . . . . . . . . . . . . . . 66

Changing your personal record . . . . . . . . . . . . . . . . . . . . 66

Setting New Request and Search for Request Action preferences . . . . . . 68

Setting paging type and paging criteria preferences . . . . . . . . . . . . 69

Setting the default form view . . . . . . . . . . . . . . . . . . . . . 71

Using the Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . 72

Viewing Bulletin Board messages . . . . . . . . . . . . . . . . . . . 72

Using reminders. . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Working with table data . . . . . . . . . . . . . . . . . . . . . . . . 80

Updating table data . . . . . . . . . . . . . . . . . . . . . . . . . 80

Sorting table data . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Printing table data . . . . . . . . . . . . . . . . . . . . . . . . . 81

Exiting the Help Desk application . . . . . . . . . . . . . . . . . . . . 82

Chapter 4

Working with the Help Desk Module as Support . . . . . . . . . . . . . 83

Creating new requests . . . . . . . . . . . . . . . . . . . . . . . . . 84

Creating a generic new request¡ªHelp Desk or Change Tasking . . . . . . 85

Creating a new help desk case . . . . . . . . . . . . . . . . . . . . . 86

Searching for a requester . . . . . . . . . . . . . . . . . . . . . . . 90

Creating a requester record . . . . . . . . . . . . . . . . . . . . . . 92

How help desk cases are assigned . . . . . . . . . . . . . . . . . . . . 94

Receiving notification of case assignments . . . . . . . . . . . . . . . 95

Working with help desk case assignments. . . . . . . . . . . . . . . . 96

Reassigning a help desk case . . . . . . . . . . . . . . . . . . . . . 96

Working with existing help desk cases . . . . . . . . . . . . . . . . . . 97

Searching for help desk cases . . . . . . . . . . . . . . . . . . . . . 98

Modifying existing help desk cases . . . . . . . . . . . . . . . . . . . 99

Contents ! 5

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