Remedy Help Desk 5.5 User’s Guide

[Pages:236]Remedy Help Desk 5.5 User's Guide

June 2003 Part No: HD-550-UG-01

Copyright 2003 BMC Software, Inc. All rights reserved. Remedy, the Remedy logo, all other Remedy product or service names, BMC Software, the BMC Software 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. Restricted Rights Legend

U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 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 If you need technical support for this product, or would like to request documentation for a product for

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.

Remedy, a BMC Software company 2350 Bayshore Parkway Mountain View, CA 94043 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

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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

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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--Help 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

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Working with duplicate help desk cases . . . . . . . . . . . . . . . 100 Working with help desk case solutions . . . . . . . . . . . . . . . . 104 Working with related items. . . . . . . . . . . . . . . . . . . . . 108 Resolving help desk cases. . . . . . . . . . . . . . . . . . . . . . 111 Closing help desk cases . . . . . . . . . . . . . . . . . . . . . . 113 Working with Problem Management . . . . . . . . . . . . . . . . . . 114 Overview of problem management . . . . . . . . . . . . . . . . . 114 Understanding incidents, problems, and known errors . . . . . . . . . 114 The problem management lifecycle . . . . . . . . . . . . . . . . . 115

Chapter 5

Working with the Change Tasking Module as Support . . . . . . . . . . . 119 Working with change requests in the Change Tasking module . . . . . . . 120

The life cycle of a change request . . . . . . . . . . . . . . . . . . 120 Creating new requests . . . . . . . . . . . . . . . . . . . . . . . . . 121

Creating a generic new request--Help Desk or Change Tasking . . . . . 121 Creating a new change request . . . . . . . . . . . . . . . . . . . 123 Searching for a requester . . . . . . . . . . . . . . . . . . . . . . 127 Creating a requester record . . . . . . . . . . . . . . . . . . . . . 129 Modifying requester information . . . . . . . . . . . . . . . . . . 131 Working with change tasking as a change supervisor . . . . . . . . . . . . 132 Receiving notification of change request assignments . . . . . . . . . . 132 Accepting change request assignments . . . . . . . . . . . . . . . . 133 Reassigning change requests and requesting reassignment . . . . . . . . 135 Searching for requests . . . . . . . . . . . . . . . . . . . . . . . 136 Modifying existing change requests . . . . . . . . . . . . . . . . . 138 Working with related items. . . . . . . . . . . . . . . . . . . . . 139 Planning, creating, and assigning tasks . . . . . . . . . . . . . . . . 143 Tasks as work orders . . . . . . . . . . . . . . . . . . . . . . . 148 Assigning tasks to task implementors . . . . . . . . . . . . . . . . 152 Responding to task reassignment requests . . . . . . . . . . . . . . 153 Resolving change requests . . . . . . . . . . . . . . . . . . . . . 154 Closing change requests . . . . . . . . . . . . . . . . . . . . . . 154

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User's Guide

Working with Change Tasking as a task implementor . . . . . . . . . . . 155 Accepting task assignments . . . . . . . . . . . . . . . . . . . . . 155 Requesting change task reassignment . . . . . . . . . . . . . . . . 156 Viewing and modifying tasks . . . . . . . . . . . . . . . . . . . . 157 Closing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Chapter 6

Working with the Asset Inventory Module as Support . . . . . . . . . . . 159 Working with assets . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Creating asset records . . . . . . . . . . . . . . . . . . . . . . . 160 Searching for asset records . . . . . . . . . . . . . . . . . . . . . 162 Searching for owners, users, or managers of assets . . . . . . . . . . . 163 Adding and removing owners, users, or managers of assets . . . . . . . 163 Modifying asset records . . . . . . . . . . . . . . . . . . . . . . 165 Working with asset components. . . . . . . . . . . . . . . . . . . . . 166 Creating asset components . . . . . . . . . . . . . . . . . . . . . 166 Searching for asset components . . . . . . . . . . . . . . . . . . . 169 Linking asset components to asset records . . . . . . . . . . . . . . 170 Working with related items . . . . . . . . . . . . . . . . . . . . . . . 172

Chapter 7

Help Desk Management . . . . . . . . . . . . . . . . . . . . . . . . 177 Working with Remedy Help Desk as management . . . . . . . . . . . . . 178

Using the Remedy IT Service Management Console . . . . . . . . . . 179 Approving solutions . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Handling reassignment requests. . . . . . . . . . . . . . . . . . . . . 183

Reassigning help desk cases . . . . . . . . . . . . . . . . . . . . . 183 Reassigning change requests . . . . . . . . . . . . . . . . . . . . 184 Reassigning change tasks . . . . . . . . . . . . . . . . . . . . . . 185 Handling escalations . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Reassigning an escalated request. . . . . . . . . . . . . . . . . . . 186 Reviewing surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . 189 Using the Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . 189 Using reminders. . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Creating new help desk cases and change requests . . . . . . . . . . . . . 190 Searching for requests . . . . . . . . . . . . . . . . . . . . . . . . . 190 Creating and tracking assets . . . . . . . . . . . . . . . . . . . . . . 190

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Remedy Help Desk 5.5

Chapter 8

Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . 191 Generating reports. . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Generating predefined reports . . . . . . . . . . . . . . . . . . . 192 Generating reports using qualifications. . . . . . . . . . . . . . . . 193 Predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Asset information . . . . . . . . . . . . . . . . . . . . . . . . . 196 Change information. . . . . . . . . . . . . . . . . . . . . . . . 198 Help Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

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