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

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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 [email protected]. If you have
comments or suggestions about this documentation, contact Information Development by email at
[email protected].
This edition applies to version 5.5 of the licensed program.

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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—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

Contents ! 5
Remedy Help Desk 5.5

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

6 "Contents
 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

Contents ! 7
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

8 "Contents
Preface

The Remedy Help Desk 5.5 User’s Guide describes how to use the Remedy®
Help Desk 5.5 application. Remedy Help Desk is one of four Remedy IT
Service Management applications. The others are Remedy® Asset
Management, Remedy® Change Management, and Remedy® Service Level
Agreements.

Remedy Help Desk provides IT (information technology) organizations with

the ability to submit, monitor, and manage help desk cases, change requests,
and asset inventory records.

Audience
This guide is intended for the requesters who use Remedy Help Desk to
request assistance or services, the IT professionals who use Remedy Help
Desk to respond to those requests, and the managers who oversee the
operations of the IT organization. More specifically, IT professionals include:
! Frontline and backline support technicians, who use the application to
create new requests for help or services.
! Support staff and managers, who use the application to resolve help desk
cases and change requests; create asset records; and view relationships
among help desk cases, change requests, and asset records in a networked
environment.
! Managers, who monitor the daily operations of the IT organization, and
use the application to track the support staff’s performance on resolving
help desk cases, and manage requests that are escalated, or requests to be
reassigned.

Preface ! 9
Remedy Help Desk 5.5

Related Remedy documents

Title and Part Number Description Audience Format
Remedy Change Management Procedures for using the Remedy Everyone PDF
User’s Guide Change Management
CM-550-UG-01 application; includes new features
overview.
Remedy Asset Management Procedures for using the Remedy Everyone PDF
User’s Guide Asset Management application;
AM-550-UG-01 includes new features overview.

Remedy Service Level Agreements Procedures for using the Remedy Everyone PDF
User’s Guide Service Level Agreements
SLA-550-UG-01 application; includes new features
overview.
Remedy Approval Server Guide for Procedures for installing and Everyone PDF
User and Administrators administering the Approval
ARAS-510-UAG-01 Server, connecting an AR System
system application to the
Approval Server, setting up
approval processes and rules, and
approving requests.
Remedy IT Service Management Procedures for installing and Administrators Print and PDF
Installation and Configuration configuring the four
Guide Remedy IT Service Management
ITSM-550-ICG-01 applications: Help Desk, Change
Management, Asset
Management, and Service Level
Agreements.
Remedy IT Service Management Procedures for using the Remedy Everyone Help link
Online Help Help Desk, Change Management,
Asset Management, Service Level
Agreements, nd Configuration
Manager.
Action Request System Concepts Overview of the AR System Everyone Print and PDF
Guide architecture and features with in-
AR-510-CNTG-01 depth examples; includes
information about other Remedy
products.

10 "Preface
 User’s Guide

Title and Part Number Description Audience Format

Remedy Help Desk Data Migration Provides the steps necessary for Administrators PDF
Version 5.0 to 5.5 the complete migration of data
from Remedy Help Desk 5.0 to
Remedy Help Desk 5.5. Available
online from the Remedy
Customer Support web site
(http://supportweb.
remedy.com).
Section 508 Compliance for Provides information about Everyone PDF
Remedy IT Service Management compliance with Section 508 for
Suite, Version 5.5 - White Paper Remedy IT Service Management,
version 5.5. Available online from
the Remedy Customer Support
web site (http://supportweb.
remedy.com).
Online documentation is available in Adobe Acrobat (PDF) format on Remedy product installa-
tion CDs, or on the Remedy Customer Support web site.

Related Remedy documents ! 11

Remedy Help Desk 5.5

12 "Preface
Chapter

1 Introducing Remedy Help Desk

The following topics introduce you to the Remedy Help Desk application
and to the business model on which it is based.
! “About Remedy Help Desk” on page 14
! “What’s New in Remedy Help Desk” on page 15
! “Remedy Help Desk business models” on page 16
! “Using Remedy Help Desk” on page 19
! “Other Remedy applications” on page 23

Introducing Remedy Help Desk ! 13

Remedy Help Desk 5.5

About Remedy Help Desk

Remedy Help Desk is based on user roles. This means that, for your role in
the organization—requester, support, or management—you will work with
the appropriate view on your desktop.
! Remedy Help Desk takes advantage of new and enhanced features in the
AR System User Tool, and has an improved user interface.
! The primary interface for Remedy Help Desk is the Remedy IT Service
Management Console. The Remedy IT Service Management Console
works like a control panel, from which users can perform their primary
tasks, based on their role.
! Comprehensive online help is available for both Windows and web
versions of Remedy Help Desk. Help can be accessed by clicking on the
help link from the console or from any form.
! The Remedy IT Service Management Console provides an Assigned
Requests table, from which support staff can view and access assigned
requests.
! Support staff and managers can customize their module’s actions in the
Personal Preferences dialog box. For example, they can specify what form
appears when they begin creating a request.
! Requests are assigned based on skills, location, and availability specified by
the application administrator in the configuration settings of the Remedy
Configuration Manager.
! Support staff can handle special requests from VIP customers.
! Managers can capture the time spent on a request with more flexibility.
! The Remedy Help Desk application integrates with third-party paging
software for pager notifications, specified by the application administrator
in the Remedy Configuration Manager.
! Support staff and managers can create and send bulletin board
notifications to a group or organization.
! Support staff and managers can print quick reports of the information in
a form (for example, data from a help desk case).
! Support staff and managers can generate more than 100 predefined
reports on help desk cases, change requests, and asset records and view
them with the built-in Crystal Reports viewer.
! Support staff can remotely diagnose problems using integrator software.

14 "Chapter 1—Introducing Remedy Help Desk

 User’s Guide

What’s New in Remedy Help Desk

The new version of Remedy Help Desk offers web views for the Remedy
Requester, Support, and Manager roles. All of the functionality available in
the native client is now available in the web client.

Several important new features are also included in this version:

! Problem Management functionality—Help desk cases are now classified
as incidents by default, with improved workflow and tracking of the
problem management process.
! Automatic reassignment—Support staff can now choose to have help
desk cases automatically reassigned to the appropriate staff when the
Category, Type, or Item for a case is modified.
! Work Order—Provides the ability to record and track work contracted to
outside departments to third-party organizations through an optional tab
on the Change Task Information form.
! Print on Demand—Requesters can print the details of a request by
clicking a Print button on the case form.
! Web Services—Administrators can create, query, or modify help desk
cases, search for or modify a person’s record, and query or modify work
order information in a change task form using an external application and
an AR System web service published on the Internet or a corporate
intranet.
! Service categorization field—A new Service field is available, which
administrators can configure to provide a predefined a list of service types.
Reports can be generated based on these service types.
! Filtered Bulletin Board—Bulletin Board items can now be directed to
specific areas in an organization.
! Enhanced searching by category, type, and item—Searches can now be
performed in the Problem Management tab by category, type, and item
for any help desk case.
! Modification of Submitted By field—Users can enter the name of the
person submitting the request if this is different from the requester. This
provides the submitter with permissions to modify the request.

What’s New in Remedy Help Desk ! 15

Remedy Help Desk 5.5

! Viewing of requester’s closed cases—A requester’s closed cases can now

be viewed going back six months.
! User information in Change Task Information form—User profiles can
be viewed from within the Change Task Information form.
! Multiple asset users, managers, and owners—Multiple users, managers,
and owners can now be assigned to an asset record in the Asset Inventory
module.

Remedy Help Desk business models

The Remedy Help Desk application assumes certain IT organization business
models. These business models define roles and describe the functions for
each of these roles.

While no two IT organizations are structured or operated exactly alike, most

have basic functions and responsibilities in common. The overall mission of
every IT organization is to resolve issues and respond to requests for
information or service. The site-specific tasks and processes that support this
mission are distributed among functional areas of the organization. Each
functional area has support staff members who are assigned various
responsibilities in their organization.

In addition to typical help desk case-tracking activities, the Remedy Help

Desk business models include change request and asset inventory activities.
The manager’s role in supervising the IT operation includes support staff’s
performance on help desk cases. Managers also can determine how resources
are allocated across the entire organization.

Requester role
Requesters who need technical support can contact the support organization
by telephone, email, and by submitting requests directly into the Remedy
Help Desk application on their desktops through either the Windows client
or the web.

Requesters can also request services that are planned by support staff.

16 "Chapter 1—Introducing Remedy Help Desk

 User’s Guide

Requesters provide the IT support staff with information it needs to resolve

a help desk case or to fulfill a change request. After a case or request is
resolved, the requester automatically receives notification from the support
staff with details of the resolution.

Support role
Support staff members provide services to their customers, such as helping
to resolve problems and implementing change requests. To do this, support
staff members work with help desk cases and change requests. When a person
or group is assigned to a help desk case or a change request, a member of the
support staff accepts responsibility for the help desk case or change request
until it is either resolved or reassigned.

As support staff members work on help desk cases and change requests, they
can access asset inventory information that enables them to resolve help desk
cases and change requests. For example, a support staff member might need
a user’s asset configuration information to help troubleshoot the user’s issue.
The staff member can verify when an asset was last updated. This
information might be applicable to the cause for the case.

As a support staff member, you can perform the following tasks:

! Create requests for a requester.
! Look up potential solutions to a problem.
! Create solutions for the database. Requesters can view these solutions and
apply them if they want to resolve their own cases.
! Track duplicate help desk cases.
! Track requester information.
! Create and send reminder messages to people at specific intervals.
! Create Bulletin Board messages and send notifications to support staff.
! View your assigned requests, or requests assigned to a group of which you
are a member and no support individual has accepted responsibility.
! Search for other requests.
! Relate help desk cases, change requests, and asset records.
! View reports.
! Use Problem Management to relate incidents to cases designated as
problems.

Remedy Help Desk business models ! 17

Remedy Help Desk 5.5

Manager role
Managers oversee the operation of the IT organization. This role includes
performing daily management activities (such as handling escalations and
approving solutions) and tracking performance measurements for support
staff, based on requesters’ completed surveys.

Managers can run reports on help desk cases, on change requests and tasks,
and asset inventory records. These reports enable them to plan resources and
to identify trends in the types of upcoming cases, change requests and tasks,
and asset records that warrant further investigation.

Administrator role
The application administrator oversees the operation of the Remedy Help
Desk application and all of its modules. Administrators have full and
unlimited access to the application and are responsible for configuring data
in applications to contain custom entries such as:
! Categorizations
! Locations
! People
! Groups
! Skills

For information about the administrator’s role and tasks, see the
Remedy IT Service Management Installation and Configuration Guide.

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Using Remedy Help Desk

The Remedy Help Desk application automates the IT organization business
model. Each module takes full advantage of the features of AR System
User Tool and implements workflow and reporting mechanisms to simplify
your management activities. Additionally, Remedy Help Desk includes a set
of predefined reports that provide information about support staff activities.

The following sections describe the activities you can perform with the three
modules within each role.

Help Desk module

The Help Desk module provides the following case tracking capabilities:
! Case submission from various sources—All users can submit cases by
telephone, email, browser, AR System User Tool, or integrated network
management platforms.
! Three-tiered case categorization—Categorization menus enable support
staff to quickly describe the case category, type, and item of a help desk
case.
! Relationships across modules—Support staff can relate other cases,
change requests, and asset inventory records to a help desk case.
! Lookup of potential solutions—Support staff can look up available
solutions based on keyword matches of similar summary fields.
Requesters can look up potential solutions based on case categorization,
and in some cases, may be able to resolve the request themselves.
! Creation of solutions—Support staff can create solutions for inclusion in
the solutions database.
! Duplicate case tracking—Support staff can associate multiple instances to
a single case and tie the resolution of multiple cases to the resolution of
one case.
! Requester information tracking—Support staff have access to people
records, which enables them to create or modify requester information
when they work with a help desk case.
! Tracking time spent on a case—Managers can monitor the amount of
time spent by support staff on a case by reviewing the information in the
Total Time Spent field.

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Remedy Help Desk 5.5

! Reminder messages—Support staff can define messages to be sent to

groups or people at specific intervals over the life of a case.
! Escalations—Conditions for escalating help desk cases are monitored on
a regular basis, and escalation actions are performed, such as sending a
reminder to the support staff member’s manager. The Help Desk module
has eight predefined escalations for urgent, high, medium, and low
priority cases (two for each priority type).
! Group and individual assignments—Support staff groups or members
are automatically assigned to work on help desk cases.
! Case reassignments—Support staff groups or members can reassign cases,
or ask managers to reassign them. When the Category, Type, or Item
information changes for a case, the support staff assigned to the case can
choose to have the case reassigned automatically to another support staff
member with expertise in the specified areas.
! Customer satisfaction survey—When a help desk case is closed, the
requester is prompted to complete a customer satisfaction survey.
Managers can use the results of this survey and the support staff’s
performance metrics to evaluate how the IT organization is doing.
! Problem Management—Support staff and managers can analyze help
desk cases and identify common problems and their root causes to enable
more effective problem resolution in the IT environment.

Change Tasking module

The Change Tasking module provides support staff with the following
change request tracking capabilities:
! Change tasking—Supervisors assigned to a change request can create
tasks that define the activities of the change request. These tasks are
tracked and monitored separately from the change request, but the overall
change request monitors the progress of the tasks.
! Creating predefined tasks—Change supervisors can automatically create
templates of predefined tasks for commonly performed change requests.
! Scheduling for tasks—Tasks can be planned in advance, yet implementors
are not notified until their task is scheduled.
! Three-tiered change request and change task categorization—
Categorization menus enable users to quickly describe the category, type,
and item of a change request or task.

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! Relationships across modules—Support staff can relate help desk cases,

other change requests, and asset inventory records to a change request.
! Requester information tracking—Support staff have access to the people
and group databases, which enables them to create or modify requester
information when they are working with a change request.
! Tracking time spent on a change request or task—Managers can review
and summarize the amount of time spent working on each change request
or task by monitoring the Actual Duration field.
! Reminder messages—Support staff can define messages to be sent to
groups or people at specific intervals over the life of a change request and
its tasks.
! Escalations—Conditions for escalating change requests are monitored on
a regular basis, and escalation actions are performed, such as sending a
notification to the support staff member’s manager. The Change Tasking
module has four predefined escalations for urgent, high, medium, and
low-priority change requests.
! Group and individual assignments—Support staff groups or members
are automatically assigned to work on change requests and tasks.

Asset Inventory module

The Asset Inventory module provides the support staff with the following
asset tracking capabilities:
! Two levels of asset tracking—Support staff can classify assets individually
or as main assets with component assets.
! Relationships across modules—Users can relate help desk cases, change
requests, and other asset inventory records to an asset record.
! Three-tiered asset and component categorization—Categorization
menus enable users to quickly describe the category, type, and item of an
asset or a component.
! Asset owner, user, and manager information tracking—The support staff
can create or modify asset owner or user information during the update of
an asset record. An asset can have multiple owners and users.

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Remedy Help Desk 5.5

Common features
Many features are common across the Help Desk, Change Tasking, and Asset
Inventory modules. These include shared resource management features and
common management tools in each module.

Resource management
All Remedy Help Desk modules share the following resource management
functions:
! Common databases of people and groups—These databases store
requester information and information about the support staff groups
and individuals.
! Automatic group assignment—The Help Desk and Change Tasking
modules automatically assign new cases, change requests, or tasks to
support staff members or groups based on categorization, location,
availability, and the corresponding responsibilities associated with the
support staff members or groups.
! Master work schedule—This schedule defines the IT organization’s
business hours and holiday schedule; for example, for use in escalations.

Management tools
All Remedy Help Desk modules provide the following management tools:
! Management view table—From the IT Service Management Console,
managers have convenient access to escalated requests, reassignment
requests, solutions awaiting approval, and urgent requests.
! Integration between Help Desk, Change Tasking, and Asset Inventory—
Managers and support staff can track related cases, change requests, and
asset records within their organization.
! Integration with Crystal Reports—Managers and support staff can
generate and view a variety of predefined summary and detail reports
through the Crystal Reports engine.
! Automatic escalation—Managers are notified of cases or change requests
open beyond a predefined length of time. The information includes the
severity of the case or change request and who requested it.
! Preferences—Support staff and managers can customize the actions for
their modules. For example, they can specify what form appears when they
begin creating a request.

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Other Remedy applications

The other Remedy applications in the Remedy IT Service Management Suite
work in conjunction with the Remedy Help Desk application. When installed
along with Remedy Help Desk, these applications expand the functionality of
the three basic modules.

Note: This expanded functionality is not available with Remedy

Help Desk 5.5 Small Business Edition.

Remedy Change Management

The Remedy Change Management application enables IT service
organizations to plan, approve, assess risks, schedule, implement, and track
changes in an IT environment. Change Management works in conjunction
with AR System User Tool and the Remedy Approval Server.

Remedy Asset Management

The Remedy Asset Management application enables IT service organizations
to manage assets throughout their life cycle. Using Asset Management,
support staff and management can more effectively track assets to resolve
help desk cases. Asset Management also enables IT service organizations to
view relationships between assets in a networked environment, generate
purchase requisitions for assets, perform cost analysis, manage integration
among assets, and gain a better perspective on total cost of ownership for
assets.

Remedy Service Level Agreements

A service level agreement is a contract that defines the quality of service that
a customer can expect from a support provider. The Remedy SLA application
enables IT managers to guarantee a high level of responsiveness and to
measure the relationship between the support staff and their customers.

Other Remedy applications ! 23

Remedy Help Desk 5.5

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Chapter

2 Remedy Help Desk Requester

The Remedy Help Desk application enables your IT department to manage

your requests for support.
The following topics provide information about the Help Desk application’s
Requester view and the activities that requesters can perform:
! “Working with Remedy Help Desk as requester” on page 26
! “Creating new requests” on page 31
! “Resolving help desk cases on your own” on page 33
! “Working with existing requests” on page 35
! “Closing and reopening resolved requests” on page 40
! “Viewing Bulletin Board messages” on page 43
! “Searching for a person’s or group’s record” on page 48
! “Working with table data” on page 50
! “Exiting the Help Desk application” on page 52

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Remedy Help Desk 5.5

Working with Remedy Help Desk as requester

Requesters are usually employees who need assistance from the IT support
staff. Traditionally, help desk requesters made a telephone call to a central
help desk. A staff member then logged, tracked, and solved their requests.
The Remedy Help Desk application enables anyone to log, track, and (in
some cases) resolve their own requests.

The Remedy IT Service Management Console is the primary interface for

requester tasks you perform using Remedy Help Desk. From the Remedy IT
Service Management Console, you can create a request and submit it to the
system, search for and view previously created requests, and fill out a survey
form after the request has been resolved.

The procedures in the following sections describe the tasks you can perform.

Accessing the Remedy IT Service Management Console as a

requester
" To access the Remedy IT Service Management Console in Windows:
" Double-click the icon that your administrator has set up for you on your
desktop.
If you are a first-time user, the AR System User Tool login window is
displayed. Follow the procedure for logging in as a first-time user. Otherwise,
the Remedy IT Service Management Console is displayed.

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" To log in as a first-time user:

1 In the AR System User Login window, your AR System user name.

To add your name to the User Name list:
a Click Accounts.
b In the Accounts dialog box, click Users.
c In the Users dialog box, click Add,
d In the Add User dialog box, enter your AR System user name, and click
OK.
e Click OK to close the Users dialog box.
The next time you log in to the AR System User Tool, you can choose your
name from the list in the User Name field.
2 Enter your password.
3 If your administrator has set up a preference server for centralized user
preferences, enter the name of that server.
If your administrator has not specified a preference server or authentication
information, you can leave these fields blank.
To log in to a specific application server:
a Click Accounts.
b Check the list of servers. If the server to which you want to log in is not
listed, click Add, and add the server name.
c Click OK.
4 Click OK in the Login dialog box.

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Remedy Help Desk 5.5

The Remedy IT Service Management Console is displayed.

" To access the Remedy IT Service Management Console from a browser:

1 Open the browser and enter the URL designated by your administrator.
To log in as a requester, enter http://<web_server>:<port>/arsys/apps/default/
<ar_server>/ITSMHD/RemedyRequester_Administrator.jsp
where:
! <web_server> is the fully qualified name of the AR System mid tier that
contains the web views of the Help Desk application.
! <ar_server> is the name of the AR System server on which the
application is installed.
The Login screen is displayed.

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2 Enter your AR System user name.

3 Enter your password.
Note: Unless your administrator has given you specific instructions, you can
leave the Authentication field blank.

4 Click Login.
A new window appears, prompting you to select the Requester Console.

5 Click the Requester Console link.

The Remedy IT Service Management Console is displayed.

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Remedy Help Desk 5.5

Working with the Remedy IT Service Management Console as a

requester
You can use the following buttons and links to do your work as a requester:
! New Request—Enables you to create a new request. The request can be a
help desk case where you ask for assistance with a problem (such as a
malfunctioning printer), or a change request to schedule a service (such as
a software upgrade).
! Survey—Enables you to fill out a customer satisfaction survey, where you
can express your level of satisfaction for service that you have received
from the support staff for resolving help desk cases. A survey becomes
available when a case is closed. Surveys are not available for change
requests.
! Reminders—Enables you to create and view notes to yourself or others
about a request. For example, you can create a reminder to follow up with
someone about a question related to a request. Depending on the settings
chosen by the support person creating the reminder, a reminder can be
viewed by other requesters or by support staff.
! Help—Enables you to display requester online help for the Help Desk
application. When you click the help link, a tri-pane help window appears,
with a Table of Contents that lists the available help topics. When you click
a topic, the help text for that topic appears in the right pane.
! Logout (Web only)—A button that enables you to log out of the Help
Desk application.

Auto-fill feature in fields and lists

When a plus sign (+) is included in a field label on a form, you can type part
of the information and click Enter. If an exact match is found in the database,
the system automatically completes the field. If a selection list appears,
double-click on the selection you want to enter into the field. Using the auto-
fill feature in fields and lists is faster, more consistent, and more accurate than
typing the information yourself.

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Creating new requests

Requesters who need technical support can contact their support
organization by telephone, email, and by submitting requests directly into
the Remedy Help Desk application.

" To create a new request:

1 On the Remedy IT Service Management Console, click New Request.
The New Request form is displayed.

2 In the Urgency field, select the urgency level of this request. Options are Low,
Medium, High, and Urgent.
3 In the Summary field, select a predefined summary by clicking the arrow to
the right of the field, or enter your own brief summary.
If one or more solutions are available based on what you enter in the
Summary field, they are listed in the Possible Solutions table. If a listed
solution appears to meet your needs, you can use that solution to resolve the
case yourself. For more information, see “Resolving help desk cases on your
own” on page 33.
4 The summary you choose also determines whether the Requested Date field
is displayed. If it appears, it will be in the upper right area of the form. Enter
the date by which you need the request fulfilled, or click the button and select
the date from the calendar that appears.
5 In the Details field, enter a more detailed description about the request.

Creating new requests ! 31

Remedy Help Desk 5.5

For example, when creating a help desk case, describe the steps you took
before the problem occurred.
6 Click Save to submit the request.
A message is displayed that specifies the individual or group from the support
staff who are assigned to the request.
7 Click OK to dismiss the message.
Another message reports that the request has been submitted.

The prefix of the request ID number indicates whether a help desk case or a
change request was created:
! HD indicates a help desk case.
! CHG indicates a change request.
8 Click OK to dismiss the message.

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Resolving help desk cases on your own

If you are requesting assistance with an issue, you can try to resolve the case
on your own by looking for possible solutions in the solutions database.

" To search for possible solutions for a help desk case:

1 On the Remedy IT Service Management Console, click New Request.
2 In the Urgency field, select a value.
3 In the Summary field, select a predefined summary from the menu by
clicking the arrow to the right of the field, or enter your own summary.
If one or more solutions are available based on what you enter in the
Summary field, they are listed in the Possible Solutions table at the bottom of
the form.

4 Select a solution, and click View.

The Solution form is displayed, showing the details of the solution.

5 Review the solution.

Resolving help desk cases on your own ! 33

Remedy Help Desk 5.5

If the solution appears to meet your needs, you can use it to resolve the case
without the assistance of the support staff, as outlined in step 7.
6 Click Close to return to the Possible Solutions table in the New Request form.
7 If you decide to use a solution:
a Select the solution from the list, and click Use Solution.
A message reports that the request will be marked as Resolved when the
request is saved.
b Click OK.
c Save the request.
A message reports that the case has been submitted.

8 If you decide not to use a solution, enter the appropriate information for the
case, and click Save to submit it, as described in “Creating new requests” on
page 31.

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Working with existing requests

When working with requests, you can perform the following tasks:
! View a list of your requests.
! Check the status of a request.
! Modify a request.
! Print a request, either within its form or as a quick report that includes the
data of the request.

Viewing a list of your requests

All the requests that you have created are displayed in the My Requests table
in the Remedy IT Service Management Console. To retrieve the latest entries
from the database, click the Refresh button below the table.

Working with existing requests ! 35

Remedy Help Desk 5.5

Checking the status of a request

The My Requests table in the Remedy IT Service Management Console
shows the status of each request listed. To view additional details about the
request, select it, and click View. The Help Desk case form is displayed with
the details of the request.

You can view status details and other information for the request:
! The top region of the request form provides a general description of the
case, the case type, status, and escalation information.
! The Requester Information tab displays data about the requester. The
Source field specifies how the request was originated—by the requester,
by phone, by email, or from the web.

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The Requester Information tab also includes an Assets Used by

Requester table, which lists any assets used by the requester. If an asset
is listed, you can view its record by clicking the View button below the
table. For more information about viewing asset records related to Help
Desk cases, refer to “Working with the Asset Inventory Module as
Support” on page 159.
If the Remedy Asset Management application is installed at your site,
you can perform additional tasks related to assets. For more
information, see the Remedy Asset Management User’s Guide. This
additional functionality is not available with the Remedy Help Desk 5.5
Small Business Edition.
! The Solutions tab displays information about possible solutions for the
case. You can view additional solutions by clicking the List Possible
Solutions button. If solutions are available, a list of solutions is
displayed.

When you are finished viewing the details of the request, click Close to return
to the Remedy IT Service Management Console.

Modifying a request
You can modify a request only if you created it, or if a support staff member
created it with you as the requester. You cannot modify requests submitted
by others. In addition, you can modify only those fields to which you have
write access, such as the description. If you try to make changes to a field to
which you do not have access, a message informs you that you do not have
access permissions for that field.

To modify requests, the AR System server must be configured to enable you

to modify requests without a write license.

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Remedy Help Desk 5.5

" To modify a request:

1 In the My Requests table in the Remedy IT Service Management Console,
locate the request that you want to modify.
If necessary, click the Refresh button to update the list.
2 Click on the request you want to modify.
3 Click View.
The request is displayed.
4 Make the appropriate changes.
The following fields cannot be modified:
! Case Type
! Escalated?
! Status
! Source
5 Click Save.
6 Click Close to return to the Remedy IT Service Management Console.

Printing a request
You can print an image of a request in its form, or you can print a report of
the data in the request.

Printing an image of a request

When you print an image of a request, you are capturing a screen image of
the form with the request details.

" To print a request in its form:

1 Open the request, as described in “Modifying a request” on page 37.
2 Choose File > Print.
3 Select print options, and click OK.
An image of the request in its form is printed.

Printing a report on demand of a request

A report on demand prints the data of the request. To print a report on
demand for a request, a report server must be specified in the AR System User
Tool.

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" To specify a report server for viewing and printing reports:

1 From the AR System User toolbar, select Tools > Options.
The Options dialog box is displayed.

2 Click the Advanced tab.

3 In the Report Server field, enter the name of the server to which you are
currently logged in.
Unless your administrator has specified information for the TCP and RPC
fields, you may leave those fields blank.
4 Click OK.

" To print a report on demand for a request:

1 Open the request, as described in “To modify a request:” on page 38.
2 Click the Print Case button.
The Print dialog box is displayed.
3 Select print options, and click OK.
A report is printed with the data from the request.

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Remedy Help Desk 5.5

Closing and reopening resolved requests

You are automatically notified when a request is resolved. You can then
review the request and close it. If the request is a help desk case, you can also
fill out a customer satisfaction survey.

If you are not satisfied with the resolution, you can reopen the request. The
request’s status changes to Assigned, and the assignee is notified.

If you do not close or reopen the request, it will be closed automatically after
the time interval specified by the administrator. For example, your
application might be configured to close resolved requests automatically
after 15 days.

You can modify only those requests you have created, or those created by
support staff with you as a requester. In addition, your administrator must
verify that the AR System server is configured to enable you to modify
requests without a write license.

" To close a resolved request:

1 From the Remedy IT Service Management Console, select a resolved request
that you want to close.

2 Click View to open the selected request.

The request is displayed in its form (either the Help Desk form or the Change
Request form, depending on the type of request).
3 In the Requester Information tab, set the Confirm Resolution field to Close
Case (help desk cases) or Close Request (change requests).
! For help desk cases, the Confirm Resolution field is in the Requester
Information tab.

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! For change requests, the Confirm Resolution is in the lower right portion
of the form.
The Status field is changed automatically to Close when you modify the
request.
4 Click Close to return to the Remedy IT Service Management Console.

" To reopen a resolved request:

1 From the Remedy IT Service Management Console, select a resolved request
in the My Requests table.
2 Click View.
The request is displayed.
3 Set the Confirm Resolution field to Reopen Case.
The Status field is changed to Assigned.
4 Provide the reason for reopening the request:
! If the request is a help desk case, enter information in the Description
field.
! (Required) If the request is a change request, click the Assessment tab, and
enter information in the Work Log field.

5 Click Save.

Completing a customer satisfaction survey for a help

desk case
When a help desk case is closed, you are prompted to complete a customer
satisfaction survey. You can complete this survey in response to the prompt,
or complete it later by selecting Survey from the Remedy IT Service
Management Console.

" To complete a customer satisfaction survey for a help desk case:

1 Display the Survey form in one of the following ways:
! Close a resolved help desk case. For instructions, see “To close a resolved
request:” on page 40. A message prompts you to complete the survey.
Click OK. The Survey form is displayed.
! Click Survey on the Remedy IT Service Management Console.

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

Remedy Help Desk 5.5

If there are no closed help desk cases, a message reports that you have no
surveys to fill out.
If one or more resolved help desk case have automatically changed to
Closed, or if a support staff member has closed one or more help desk
cases, a list of cases is displayed. Select a case, and click Respond. The
Survey form is displayed.
If you cannot access the survey, contact your administrator.
2 In the Survey form, enter or select a number (1 to 10) in each of the Rating
fields to indicate your degree of satisfaction. Typically, 1 is the lowest rating
and 10 is the highest.

In Windows, you can use the spinner buttons (the up and down arrow
buttons to the right of the Ratings fields) to increase or decrease the rating
number in the field.
3 Optionally, enter any comments in the Comments field.
4 Click Save.

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Viewing Bulletin Board messages

You can view Bulletin Board messages that have public access. Only users in
the support, management, and administrator groups can create or delete
Bulletin Board messages.

" To view a Bulletin Board message:

1 In the Bulletin Board table on the Remedy IT Service Management Console,
locate the message that you want to view, and click on it.
From a form, click the Bulletin Board button to view the table.
2 Click View.
The message is displayed in the Bulletin Details page.

3 If the Detailed Description field does not fully display the text, click the
ellipses button (...).
If the message contains an attachment, you can view it or save it to disk.

" To view or save an attachment:

1 Select the attachment.
2 Do either of the following:
! Click Display to view the attachment on your screen.
! Click Save to Disk to save the attachment. When the File Download
window appears, click Save. When the Save File window appears, select a
directory, and click Save. You can then open the attachment from the
location to which you saved it.

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Remedy Help Desk 5.5

Using reminders
Reminders enable you to create notes for yourself and others. You can send
them by email or by AR System Alert, and you can specify when they will be
sent.

You can create generic reminders, or you can create reminders that are
associated with a specific request. For example, you can send yourself a note
about a specific help desk case to remind yourself to follow up on the
problem.

Whether you access reminders from the Remedy IT Service Management

Console or from within a request determines which reminders you will be
able to view:
! When you open the reminders dialog from the Remedy IT Service
Management Console, you can view all reminders that you have created.
! When you open reminders from within a request (if you have a request
form open), you can view all reminders associated with that request. This
includes reminders created by other users of Remedy Help Desk.

Creating new reminders

You can create reminders for distribution to individuals or groups, and you
can associate reminders with specific requests.

" To create a reminder:

1 From the Remedy IT Service Management Console, click Reminders.
The Reminders dialog box is displayed.

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2 Click the Create Reminder tab.

3 In the Link to Request ID field, enter the request ID with which you want to
associate the reminder.
If you opened the Reminders dialog box from within a request, this field is
automatically filled in with the appropriate request ID. You can delete the
request ID if you do not want to associate the reminder with this request.
4 In the Form field, enter the form name with which you want to associate the
reminder. This indicates whether the reminder pertains to a help desk case or
a change request.
If you opened the Reminders dialog box from within a request, this field is
automatically filled in with the appropriate form name. You can delete the
form name if you do not want to associate the reminder with this form.
5 Select one of the following notification methods from the Notification field:
! Alert sends the reminder through AR System Alert. You must fill in the AR
Login field to use this notification method.
! Email sends the reminder by email. You must fill in the Email field to use
this notification method.
! User Default sends the reminder based on the notification method
specified in the user’s profile.

Using reminders ! 45
Remedy Help Desk 5.5

6 By default, the Time field contains the current date and time. Change this to
the time that you want the system to send the reminder. You can enter the
time, or click the button next to the field and select the time from the
calendar that appears.
7 In the Notify option fields, select Individual or Group.
8 In the Person or Group field, enter the name of the person or group you want
to notify.
If you do not know the name, you can perform a search. For more
information about searching for a person’s record, see “Searching for a
person’s or group’s record” on page 48.
9 To view more detailed information about the person or group, click Profile.
The Person Information or Group Information dialog box is displayed. You
cannot make changes in this dialog box. When you have finished reviewing
it, click Close.
10 In the Subject field, enter information about the reminder.
The information in this field appears in the subject line if the reminder is sent
by email.
11 Enter the reminder message in the Message field.
Note: Do not enter anything in the Log field. This field records the subject
line and text of the reminder when it is sent.

12 Click Save.
The reminder will be sent at the time you specified.

Viewing, modifying, and deleting existing reminders

You can modify or delete only the reminders that you have created.

" To view and modify existing reminders:

1 From the Remedy IT Service Management Console, or from within a request,
click Reminders.
The Reminders dialog box is displayed. If you opened the dialog box from the
Remedy IT Service Management Console, all reminders that you created are
displayed. If you opened the dialog box from one of your requests, only the
reminders associated with that request are displayed.

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2 In the Show Reminders field, select the set of reminders that you want to
view. Options are All, Pending, and Sent.
The reminders are displayed in the table.
3 Select a reminder, and click View.
The Reminder Details dialog box is displayed.
4 Update the reminder as needed, and click Save.
Note: If the reminder you selected was already sent, it is not saved. You will
need to create a new reminder.

A message reports that the reminder has been modified.

5 Click Close to close the Reminder Details dialog box.

" To delete an existing reminder:

1 From the Remedy IT Service Management Console, or from within a request,
click Reminders.
The Reminders dialog box is displayed. If you opened the dialog box from the
Remedy IT Service Management Console, all reminders are displayed. If you
opened the dialog box from a request, only the reminders associated with
that request are displayed.
2 In the Show Reminders field, select the set of reminders that you want to
view. Options are All, Pending, and Sent.
The reminders are displayed in the table.
3 Select the reminder that you want to delete.
4 Click Delete.
A message reports that the reminder has been deleted.
5 Click Close to close the Reminders dialog box.

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Remedy Help Desk 5.5

Searching for a person’s or group’s record

If you are not sure if a person or group already has an existing record in the
People database, you can perform a search. You can view the person’s or
group’s record, but you cannot modify it.

1 In the Create Reminders tab, select the appropriate topic in the Notify field.
2 Place the cursor in the Person or Group field, and press Enter.

The Search People or Search Group dialog box is displayed.

Note: The fields that appear in the Search People dialog box will vary,
depending on the selection you made in the Notify field.

3 Enter search criteria in the appropriate fields.

4 Click Search.

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The Search Results table shows the matching records.

5 To view a record, select it, and click View.

The Person or Group Information dialog box is displayed.

The top portion of the form provides general information about the group
or person. The tabs in the bottom portion of the form provide additional
contact, pager, address, and cost center information.

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Remedy Help Desk 5.5

! The Contacts tab provides contact information and the preferred

contact method for this person.
! If the person has a pager, the Pager tab provides paging information for
this person.
! The Address tab specifies the person’s mailing address.
! The Financials tab shows the cost accounting and cost center
information associated with this requester. The Accounting Code and
cost center data is configured by the administrator.
6 Click Close when you are finished viewing the record.

Working with table data

The Remedy Help Desk Requester application contains tables that display
data for requests. For example, in the Remedy IT Service Management
Console, tables list your current requests and bulletin board messages.
Within forms, additional tables provide information such as possible
solutions and person or group information. Search dialog boxes also include
tables that display search results.

Updating table data

You can retrieve the latest data in a table using the methods outlined below.

" To update table data:

" Click the Refresh button below the table.
The latest data is loaded into the table.

In Windows, you can also right-click anywhere in the table and select an
option from the menu.

! Refresh Table loads the latest data into the table. The administrator can set
a limit on how many records are loaded into the table. The status bar of
the main window indicates how many records are loaded.
! Refresh All in Table loads the latest data into the table and overrides any
limitations the administrator may have set on how many records can be
returned. Note that if a large number of records are returned, your server’s
performance may be slower.
! Clear Table removes the table data. To view any new data, click in the
table.

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If necessary, use the scroll bar at the right to scroll through the entries in the
table.

To view the details of a request in the table, select the request, and click View.

Sorting table data

" To sort table data:
1 Click on the header of the column by which you want to sort the table.
The list of items is ordered within that column.
2 To reverse the sort order within that column, click the column header again.

Printing table data

You can print the data in a table using either of the following methods:

" To print data from any table:

1 Choose File > Print.
2 In the print dialog box, select printing options, and click OK.
An image of the table is printed. Only the entries currently in view on the
screen are included.

" To print table data in Windows:

1 Right-click on the table.
2 From the context menu that appears, choose Print Table.
The Print dialog box appears.
3 Enter the printing specifications.
4 Click OK.
A list of all items in the table is printed, including those that are not in view.

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Exiting the Help Desk application

" To exit the Help Desk application from the web:
" Click the Logout button in the Remedy IT Service Management Console.
A message appears in the browser window, confirming that you are logged
out. You can log in again, or close the browser window.

" To exit the Help Desk application from Windows:

" Close the Remedy IT Service Management Console window.

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3 Remedy Help Desk Support

The Remedy Help Desk Support application includes a set of modules

focused on the expanding activities of your Information Technology (IT)
support organization. The Remedy Help Desk Support application consists
of the Help Desk, Change Tasking, and Asset Inventory modules. These
modules offer solutions for the traditional help desk case, as well as for
tracking inventory (Asset Inventory) and for tracking change requests
(Change Tasking). The integration across the Support application gives your
support staff quick access to the information they need.
The following sections provide overviews of each module:
! “Overview of Remedy Help Desk Support” on page 54
! “Overview of the Help Desk module” on page 55
! “Overview of the Change Tasking module” on page 56

! “Overview of the Asset Inventory module” on page 58

The following sections provide instructions for using features and

performing tasks that are common to all modules:
! “Working with Remedy Help Desk as support” on page 61
! “Setting personal preferences and options” on page 66
! “Using the Bulletin Board” on page 72
! “Using reminders” on page 76
! “Working with table data” on page 80

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Remedy Help Desk 5.5

Overview of Remedy Help Desk Support

As a support staff member, you work with requesters to answer questions,
resolve help desk cases, and implement change requests.

Note: Requests processed using the Help Desk module are referred to as help
desk cases. Change Tasking requests are referred to as change requests. Asset
inventory requests are referred to as asset records. When referring to help
desk cases, change requests, and asset records in general, they are called
requests.

Using the Remedy Help Desk Support application, support staff can perform
the following tasks:
! Create, update, and resolve help desk cases and change requests
! Search for and view assigned help desk cases and change requests
! Create and look up potential solutions to help desk cases
! Create change tasks
! Create asset and component records
! Relate help desk cases, change requests, and assets
! Track requester information
! Create and send reminder messages to groups or people
! Create and view bulletin board messages
! Set personal preferences
! Generate reports

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Overview of the Help Desk module

The Help Desk module provides you with problem management and
problem resolution capabilities for your company’s help desk cases. For
more detailed instructions about performing the different tasks in the Help
Desk module, see “Working with the Help Desk Module as Support” on
page 83.

Help Desk support roles

Most IT organizations will have both frontline and backline support staff
who work together to create and resolve cases. The functions you perform
using the Help Desk module depend on whether you are a frontline or
backline help desk support staff member. In some cases, both roles may
overlap.

Frontline support role

A key part of the support organization is frontline (first-level) support.
Frontline support activities include taking requesters’ calls, creating new
requests, diagnosing (and in some cases resolving) less complex problems,
and routing difficult or complex cases to qualified support staff.

Frontline support technicians use Remedy Help Desk Support to create

requests that they receive by telephone or email. These requests are typically
assigned to a backline support staff member; however, simpler cases can
sometimes be resolved by the frontline staff.

Note: Case assignments are determined by case categorization, skills

configuration, staff location, and staff availability. Your Help Desk
administrator specifies the values in the Configuration Manager that
determine to which individual or group the request is assigned.

Backline support role

Backline support members are usually more senior IT support staff who have
specialized skills. If you are a backline support staff member, requests are
assigned for you to troubleshoot and solve. These requests can be created by
requesters or by the frontline support staff.

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Overview of the Change Tasking module

The Change Tasking module provides the change request and change task
functionality of Remedy Help Desk. Requesters and support staff can create
change requests from the Remedy IT Service Management Console. Support
members use the change request and its associated tasks to help resolve the
change request. For detailed instructions about performing the different
tasks in the Help Desk module, see “Working with the Change Tasking
Module as Support” on page 119.

By using Change Tasking, support staff can:

! Track complex changes.
! Implement changes while minimizing problems and down time.
! Define tasks that will fulfill the change request.
! Keep track of the steps taken.

Note: If the Change Management application is installed, additional

functionality is available. For more information, see the Remedy Change
Management 5.5 User’s Guide. This additional functionality is not
available with Remedy Help Desk 5.5 Small Business Edition.

Levels of change tasking

The Change Tasking module provides two levels of tracking change activities:
! Change requests
! Change tasks

Change requests
A change request is a request for a planned activity implemented by the
support staff. Changes can affect an individual, a group of people, or an
entire organization. Change requests often comprise many activities that are
identified as change tasks.

A change request is assigned to a supervisor, who is responsible for planning

and identifying the tasks and approvals needed to fulfill the change request.

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Change tasks
A change request can involve multiple change tasks that must be
coordinated. The change supervisor assigns these tasks to task implementors.
For example, the task of installing new word processors for an entire
organization might involve:
! Verifying that everyone has the necessary hardware and software installed.
! Ordering the software.
! Performing the actual installation.

Each change task can be tracked and monitored separately from the other
change tasks. For example, different task implementors can be assigned to
work on different tasks, and the task work logs contain information relevant
to the task. The overall change request monitors progress of the tasks.

For example, if you are a change supervisor who has received a request to
install new word processing software for the Sales department, you can log
the change request using either of the following methods:
! You can track the change request as an individual item. You might use this
approach if your organization is small and each change supervisor is
responsible for the entire change request.
! You can create multiple change tasks for a change request if your
organization is large or cross-functional and support staff members have
more specialized responsibilities. For instance, under the software
installation change request, you could specify two separate change tasks:
one task to purchase the software, and one task to install it.

If a change task involves work to be done by an outside vendor, you can also
specify the vendor information using the Work Order field on the Change
Tasking form. Selecting Yes in this field enables a Work Order tab, in which
you can enter address and contact information for the vendor doing the
work.

Change Tasking roles

The Change Tasking module can be used by two different support roles:
! Change supervisors
! Task implementors

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Change supervisor
After a change request is created by a requester or a frontline support staff
member, the request is automatically assigned to the appropriate change
group or supervisor, based on the organization’s support staff groupings.
Supervisors are notified of changes assigned to them by email, paging, or
AR System Alert.

The change supervisor is responsible for accepting change request

assignments and for planning the change request. Planning activities include
identifying, creating, and assigning the tasks that must be performed to
accomplish the change.

A change request is resolved when all of the tasks are closed. The requester is
then notified that the change request is resolved.

Task implementors
Task implementors are support staff members who perform the tasks
associated with a change request.

When a change supervisor assigns change tasks, the task implementors are
notified of tasks assigned to them by email, paging, or by AR System Alert.
After a task is assigned, task implementors can log their progress as they
complete the task.

Overview of the Asset Inventory module

The Asset Inventory module provides a quick and convenient way to track
and manage your organization’s assets. Key features of the Asset Inventory
module include:
! Two levels of assets: Main assets and components.
! Relationships across modules.
! Asset record maintenance by support staff.
! Asset reporting and monitoring by management.

For detailed instructions about performing tasks in the Asset Inventory

module, see “Working with the Asset Inventory Module as Support” on
page 159.

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Note: If the Asset Management application is installed at your site, additional

functionality will be available. See the Remedy Asset Management 5.5
User’s Guide for more information. This additional functionality is not
available with the Remedy Help Desk 5.5 Small Business Edition.

Levels of assets
The Asset Inventory module provides two levels of assets:
! Main asset (an asset record)
! Asset component (a component record)

Main asset
You can track an asset through a single asset record, or you can create a
record for the main asset with component records. For example, you could
have a workstation with a monitor and an internal hard disk drive installed.
You could inventory the entire workstation as one asset.

Asset component
An asset component is a subset of a main asset. For example, if you have a
workstation with a monitor and an internal hard disk drive, you could
inventory the workstation as the main asset, and the monitor and disk drive
as components of the main asset.

Relationships across Help Desk modules

Remedy Help Desk enables you to create relationships between assets, help
desk cases, and change requests. Because the Asset Inventory module is a part
of Remedy Help Desk, you can relate assets to change requests and help desk
cases from within the Asset form. You can also relate assets to other assets.

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Remedy Help Desk 5.5

Asset record maintenance

You can keep a record for a main asset. You can enter information such as
installation date and maintenance notes. If you change the status of the asset
(for example, from Deployed to In Repair), this information is automatically
stored in the audit log.

Asset reporting and monitoring

Managers can access asset information by using the reporting functions of
the Asset Inventory module.

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Working with Remedy Help Desk as support

The Help Desk Support application provides all of the functionality of the
Requester application, with the following additional capabilities:
! Set preferences and options
! Search for and modify requests
! Create and track assets
! View and generate reports

The following procedures outline how to access and use the Remedy IT
Service Management Console in the support role.

Accessing the Remedy Help Desk Support application

When you start Remedy Help Desk Support, the Remedy IT Service
Management Console is displayed. The console lists the requests assigned to
you and provides quick access to the tasks you perform as a support staff
member.

" To open the Remedy Help Desk Support application in Windows:

1 Double-click the icon on your desktop that your administrator has set up on
your desktop to access the Remedy Help Desk Support application.
If the application has been configured to prompt for login, the Login dialog
box is displayed. Otherwise, the Remedy IT Service Management Console is
displayed.
2 If the Login dialog box is displayed, enter your user name and password, and
click OK.

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Remedy Help Desk 5.5

The Remedy IT Service Management Console is displayed.

You can now work on your requests as a member of the support staff.

In the Assigned Requests table, the first characters in the request ID indicate
the type of request:
! HD identifies Help Desk cases.
! CHG identifies change requests.
! TSK identifies change tasks.

" To access the Remedy IT Service Management Console from a browser:

1 Launch your web browser and enter the URL designated by your
administrator:
http://<web_server>:<port>/arsys/apps/default/<ar_server>/ITSMHD/
RemedySupport_Administrator.jsp
where:
! <web_server> is the fully qualified name of the AR System mid tier that
contains the web views of the Help Desk application.
! <port> is the port number used to connect to the web server, if it is
other than the default port number of 80.
! <AR_server> is the name of the AR System server on which the
application is installed.

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The Login screen appears.

2 Enter your AR System user name.

3 Enter your password.
Note: Unless your administrator has given you specific instructions, you can
leave the Authentication field blank.

4 Click Login.
A dialog box appears, prompting you to select a console.
5 Select Support Console.
6 The Remedy IT Service Management Console is displayed.

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Remedy Help Desk 5.5

Working with the Remedy IT Service Management Console as

support
The Remedy IT Service Management Console is the primary interface that
you will use for your work in the support role. You can select the following
items from the Support view of the Remedy IT Service Management Console:
Quick Links
! New Request
! Search for Request
! Search Task
! Track Assets

Other
! Reports
! Reminders
! Preferences
! Help
! Logout (web only)

The following paragraphs explain these options.

New Request
Click New Request to create a new request. The form that opens depends on
how you have set your New Request Action preferences. See “Setting
personal preferences and options” on page 66 for more information.

Search for Request

Select Search for Request to search for existing requests. The form that opens
depends on how you have set your Search for Request Action preferences. See
“Setting personal preferences and options” on page 66 for more information.

Search Task
Select Search Task to search for existing change tasks.

Track Assets
Select the Track Assets to display the Track Asset Information dialog box,
from which you can create and search for assets and components.

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Reports
Select Reports to generate predefined reports on help desk cases, change
requests, and asset records. You can view reports with the built-in
Crystal Reports viewer. For more information about reporting, see
“Working with reports” on page 191.

Reminders
Select Reminders to create and display reminders. Reminders are sent by
email or via AR System Alert.

Preferences
Select Preferences to select options for specifying the form that will open
when you create or search for a request, and for specifying paging criteria (if
your application is configured for paging).

Help
Select Help to display online help.

Logout (Web only)

Click the Logout button to log out of the Remedy Help Desk application.

Auto-fill feature in fields and lists

When a plus sign (+) is included in a field label on a form, you can enter part
of the information and press Enter. If an exact match is found in the database,
the system automatically completes the field. If a selection list appears,
double-click on the selection you want to enter into the field. Using the auto-
fill feature in fields and lists is faster, more consistent, and more accurate than
typing the information yourself.

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Setting personal preferences and options

You can customize the Remedy Help Desk Support application by setting
personal preferences and options. You can:
! Display and modify your personal record.
! Determine the forms that appear when you begin creating a new request.
! Determine the forms that appear when you search for a request.
! Specify criteria that determine how and when you are notified of request
assignments by pager.
! Set the default form view.

Changing your personal record

You can open your record and make changes to it through the Setup Personal
Preference dialog box.

" To change your personal record:

1 From the Remedy IT Service Management Console, click Preferences.
The Setup Personal Preference dialog box is displayed. By default, your name
appears in the Login Name field. You cannot edit this field.

2 Click Profile.

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The Person Information form is displayed, containing your record.

3 Modify the appropriate fields.

4 When you have finished making changes to your record, click Save.
A message reports that your record was modified.
5 Click OK.
6 Click Close to close the Setup Personal Preference dialog box.

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Setting New Request and Search for Request Action preferences

You can specify which form will appear when you begin creating a new
request or start a search.

" To set New Request and Search for Request Action preferences:
1 From the Remedy IT Service Management Console, select Preferences.
The Setup Personal Preference dialog box appears. The General tab is
displayed by default.

2 In the New Request Action field, choose one of the following options. The
option you choose determines what form is displayed when you click New
Request on the Remedy IT Service Management Console:
! Open Front Line Support Dialog—A generic New Request form opens.
You can use this form to submit both help desk cases and change requests.
It has fewer fields to fill in than the New Help Desk Case and New Change
Request forms, and it can be used by frontline support staff to quickly log
callers’ requests of either type.
! Open Help Desk Module—A New Help Desk Case form opens. This
option is useful if you work only with help desk cases and do not usually
work with change requests.
! Open Change Tasking Module—A New Change Request form opens.
This option is useful if you work only with change requests as a change
supervisor or as a change implementor, and do not usually work with help
desk cases.
! Open Selection Dialog—A selection dialog box opens. You can choose to
open either a New Help Desk Case or New Change Request form. This
option is useful if you regularly work with both help desk cases and change
requests.

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3 In the Search For Request Action field, choose one of the following options.
The option you choose determines what form is displayed when you click
Search for Request on the Remedy IT Service Management Console:
! Open Help Desk Module—A Search Help Desk Cases form is displayed.
This option is useful if you work only with help desk cases and do not
usually work with change requests.
! Open Change Tasking Module—A Search Change Requests form is
displayed. This option is useful if you work only with change requests as a
change supervisor or change implementor and do not usually work with
help desk cases.
! Open a Selection Dialog—A selection dialog box is displayed. The dialog
box presents the choice to open either the Help Desk module or the
Change Tasking module. This option is useful if you regularly work with
both help desk cases and change requests.

4 Click Save.
A message reports that the preference has been saved.
5 When you have finished setting preferences, click Close.

Setting paging type and paging criteria preferences

You are always notified when a request is assigned to you. Paging preferences
enable you to specify how you will be notified through paging.

" To set paging type and paging criteria preferences:

1 From the Remedy IT Service Management Console, select Preferences.
The Setup Personal Preference dialog box is displayed.
2 Click the Help Desk tab.

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Remedy Help Desk 5.5

3 In the Paging Type field, make the following selections:

! Command line—Select this option if you are using third-party paging
software. This option uses the third-party software command line to send
out a page by way of their software.
! Email—Select this option if you want page notifications sent by email.

Note: Your administrator must configure your application to enable you to

receive pages by email.

4 Under When to Send Page, select an option to specify when you will be
notified:
! Always? notifies you whenever a help desk case or change request is
assigned to you, regardless of priority.
! For Escalated Calls? notifies you whenever a help desk case or change
request is assigned to you and has been escalated.
! For Hotlists? notifies you whenever a VIP creates a request that is assigned
to you.

5 If you have selected For Escalated Calls? or for Hotlists?, specify the
minimum priority a request must have for you to be paged. For example, if
you set the priority to Medium, you will be paged for all requests with
priority Medium or higher.
6 Click the Change Tasking tab, and select the Paging Type and Paging Criteria
options for the Change Tasking module.

The Paging Type and Paging Criteria options are the same as for the Help
Desk module, described in the previous steps.
7 Click Save.
A message reports that the preference has been saved.
8 Click OK to dismiss the message.
9 When you have finished setting preferences, click Close.

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Setting the default form view

The Remedy Help Desk application is preconfigured by your application
administrator. You can override options set for you by the administrator,
and customize them to meet your needs.

If you are using the Remedy IT Service Management Console, or if you are
using the web, the default form view is already set for you. If you do not use
the Remedy IT Service Management console and you access forms directly in
the AR System User Tool, you can set the default form view in Options dialog
box.

Use the following procedure to set the default form view if you access forms
directly in the AR System User Tool instead of through the Remedy IT
Service Management Console. This procedure applies to Windows only. For
detailed information about customizing other options, refer to AR System
User Tool Help.

" To set the default form view in Windows:

1 In the AR System User Tool, choose Tools > Options.
The Options dialog box is displayed.
2 Click the Advanced tab.

3 In the Default Form View field, enter the name of view that you want to
appear when the application is started:

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! Requester—Used by requesters to create their own requests.

! Support—Used by support staff to work with help desk cases, change
requests, change tasks, asset records, and reports.
4 Click OK.
5 If you have any Remedy Help Desk form windows open, close and reopen
them.
The Default Form View takes effect after you reopen the form window to
which the view applies, or at the next login.

Using the Bulletin Board

The Bulletin Board lists messages that you can view. You can also create
messages to be viewed by the entire organization or by users in the support,
management, and administrator groups. Bulletin board messages can be sent
as notifications to support staff members.

Viewing Bulletin Board messages

You can view Bulletin Board messages from the Remedy IT Service
Management Console or from within a form.

" To view a Bulletin Board message:

1 In the Bulletin Board table on the Remedy IT Service Management Console,
select a message, and click View.

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The selected Bulletin Board message is displayed.

If the message incudes an attachment, you can view the attachment and save
it. For more information, see “Viewing and saving attachments in Bulletin
Board messages.”
2 When you are finished viewing the message, click Close.
3 Click Close to close the Bulletin Board, if applicable.

Viewing and saving attachments in Bulletin Board messages

You can open and view attachments included with Bulletin Board messages,
and save them to your computer.

" To view an attachment:

" Click on the file name of the attachment, and click Display.
The attachment opens.

" To save an attachment:

1 Click on the attachment you want to save.

2 Click Save to Disk.

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Remedy Help Desk 5.5

The Save Attachment dialog box is displayed.

3 Select the directory where you want to save the attachment.
4 Click Save.
The file is saved to the selected directory on your computer.

" To create a Bulletin Board message:

1 In the Bulletin Board table on the Remedy IT Service Management Console,
click Create.
The Bulletin dialog box is displayed.

2 In the Post Message to? field, select Public or Support.

! Public enables everyone, including requesters, to view the message. When
you select this option, the following three additional fields appear, with
drop-down boxes that enable you to specify distribution options for the
message.
! Region—Typically specifies a country, such as United States, France, or
Singapore.
! Site—Typically specifies a particular location within a region, such as a
mailing address or office building.
! Department—Typically specifies a department or workgroup.
! Support enables only users in the support, management, and
administrator groups to view this bulletin.
3 In the Priority field, select the priority of the message.

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4 In the Notify Support field, select Yes or No.

If you select Yes, support staff members will be notified of this message, based
on the notification method specified in their personal profile.
5 In the Short Description field, enter a brief description of the message.
6 In the Detailed Description field, enter the text of the message.
7 To attach a file to the message:
a Click the Add button below the attachments table.
The Add Attachment dialog box is displayed.
b Select the file you want to add as an attachment, and click Open.
The file name is added to the list in the Attachments field.
8 Click Save.
A message reports that the message has been added to the Bulletin Board.
9 Click OK.
10 Click Close.

" To modify a Bulletin Board message:

1 In the Bulletin Board table on the Remedy IT Service Management Console,
select the message you want to modify, and click View.
2 Modify the applicable fields.
3 Click Save.
A message reports that the bulletin has been modified.
4 Click OK.
5 Click Close.

" To delete a Bulletin Board message:

1 In the Bulletin Board table on the Remedy IT Service Management Console,
select the message you want to delete. You can delete only the messages that
you have created.
2 Click Delete Message.
A message reports that the bulletin has been deleted.
3 Click OK.

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Using reminders
Reminders enable you to create notes for yourself and others. You can send
them by email or by way of AR System Alert, and you can specify when they
will be sent.

You can create generic reminders, or you can create reminders that are
associated with a specific request. For example, you can send yourself a note
about a help desk case to remind yourself to follow up on the case.

Whether you access reminders from the Remedy IT Service Management

Console or from within a request determines which reminders you will be
able to view:
! When you open the Reminders dialog box from the Remedy IT Service
Management Console, you can view all reminders that you have created.
! When you open reminders from within a request (if you have a request
form open), you can view all reminders associated with that request. This
includes reminders created by other users of Remedy Help Desk.

You can modify or delete only reminders that you have created.

" To create a reminder:

1 From the Remedy IT Service Management Console, click Reminders.
The Reminders dialog box is displayed.
2 Click the Create Reminder tab.

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3 To associate the reminder with a specific request, enter the request ID with
which you want to associate the reminder.
If you opened the Reminders dialog box from within a request, this field is
automatically filled in with the appropriate request ID. You can delete the
field ID if you do not want to associate the reminder with this request.
4 In the Form field, enter the form name with which you want to associate the
reminder. This indicates that the reminder pertains to a help desk case or a
change request.
If you opened the Reminders dialog box from within a request, this field is
automatically filled in with the appropriate form name. You can delete the
form name if you do not want to associate the reminder with this form.
5 Select one of the following notification methods from the Notification field:
! Notifier sends the reminder through AR System Alert. You must fill in the
AR Login field to use this notification method.
! Email sends the reminder by email. You must fill in the Email field to use
this notification method.
! User Default sends the reminder based on the notification method
specified by the administrator for that user.

6 By default, the Time field contains the current date and time. Change this to
the time that you want the system to send the reminder. You can enter a time,
or click the button next to the field and select the time from the calendar that
is displayed. To have the reminder sent immediately, enter $TIMESTAMP$.
7 In the Notify option fields, select Individual or Group.
8 Enter the name of the person or group that you want to notify in the
Recipient field.
If you do not know the name, you can perform a search:
a Position the cursor in the field, and press Enter.
The Search People or Search Group dialog box is displayed.
b Enter the search criteria in the appropriate fields.
c Click Search.
If people or groups matching the search criteria exist, their records are
listed in the table.
d In the table, select the person or group that you want to notify, and click
OK.

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The fields in the Create Reminder tab are filled in with that person’s or
group’s information.
9 To view more detailed information about the person or group that you have
selected, click Profile.
The Person Information or Group Information form is displayed. You
cannot make changes in this form. When you have finished reviewing it, click
Close.
10 In the Subject field, enter information about the reminder.
11 In the Message field, enter the reminder message.
Note: Do not enter anything in the Log field. This field records the subject
line and message of the reminder when it is sent.

12 Click Save.
13 Click Close to close the Reminders dialog box.
The reminder will be sent at the time you specified.

" To view and modify existing reminders:

1 From the Remedy IT Service Management Console, or from a form, click
Reminders.
The Reminders dialog box is displayed, showing existing reminders.
If you opened the dialog box from the Remedy IT Service Management
Console, all reminders that you created are displayed. If you opened the
dialog box from a request, only the reminders associated with that request are
displayed.
2 In the Show Reminders field, select the type of reminders you want to view.
Choices are All, Pending, and Sent.
3 Select a reminder, and click View.

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The selected reminder is displayed.

4 Update the reminder as needed, and click Save.

Note: If the reminder you selected has already been sent, it is not saved, and
you will have to create a new reminder.

A message reports that the reminder has been modified.

5 Click Close to close the reminder.
6 Click Close to close the Reminders dialog box.

" To delete existing reminders:

1 From the Remedy IT Service Management Console, click Reminders.
The Reminders dialog box is displayed.
If you opened the dialog box from the Remedy IT Service Management
Console, all reminders that you created are displayed. If you opened the
dialog box from a request, only the reminders associated with that request are
displayed.
2 In the Show Reminders field, select the type of reminders that you want to
view. Choices are All, Pending, and Sent.
The reminders appear in the table.
3 Select the reminder you want to delete.
4 Click Delete.
A message reports that the reminder has been deleted.
5 Click OK.

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Working with table data

When working in the Remedy Help Desk Support application, you will
frequently work with tables that display data, such as the Assigned Requests
list on the Remedy IT Service Management Console. You can update the data
within these tables, sort the data, and print it.

Updating table data

You can retrieve the latest data in a table using the following methods:

" To update table data:

" Click the Refresh button below the table.
The latest data is loaded into the table.

In Windows, you can also right-click anywhere in the table and select an
option from the menu.

! Refresh Table loads the latest data into the table. The administrator can set
a limit on how many records are loaded into the table. The status bar of
the main window indicates how many records are loaded.
! Refresh All in Table loads the latest data into the table and overrides any
limitations the administrator may have set on how many records can be
returned. Note that if many records are returned, your server’s
performance may be slower.
! Clear Table removes the table data. To view any new data, click in the
table.

If necessary, use the scroll bar at the right to scroll through the entries in the
table.

To view the details of a request in the table, select the request, and click View.

Sorting table data

You can sort table data for more convenient viewing.

" To sort table data:

1 Click on the header of the column by which you want to sort the table.
The list of items is ordered according to that column.

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2 To reverse the sort order within that column, click the column header again.

Printing table data

You can print the data in a table using either of the following methods:

" To print data from any table:

1 Choose File > Print.
2 In the print dialog box, select printing options, and click OK.
An image of the table is printed. Only the entries currently in view on the
screen are included.

" To print table data in Windows:

1 Right-click on the table.
2 From the context menu that appears, choose Print Table.
The Print dialog box appears.
3 Enter the printing specifications.
4 Click OK.
A list of all items in the table is printed, including those that are not in view.

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Exiting the Help Desk application

" To exit the Help Desk application from Windows:
" Close the Remedy IT Service Management Console window, or choose File >
Exit.
" To exit the Help Desk application from the web:
" Click Logout.
A message appears confirming your logout. You can either close the browser
window or log back in.

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4 Working with the Help Desk

Module as Support

Support staff members answer questions, resolve problems, and fulfill

requests. The Help Desk module of the Remedy Help Desk Support
application enables support staff to log and track help desk cases. After a case
is created—either by a requester or a first-level support staff member—the
case is automatically assigned to the appropriate group or individual for the
case, based on your organization’s support staff groupings and criteria
created by your administrator. Staff members are notified of cases assigned
to them by email, paging, or AR System Alert.
When a case is assigned, support staff members can log their progress as they
resolve the case. When a support staff member changes the status of a case to
Resolved, the system notifies the requester that the case is resolved.
This section provides information about the Support view of the Remedy
Help Desk application and the activities you can perform as a support staff
member.
This section includes the following topics:
! “Creating new requests” on page 84
! “How help desk cases are assigned” on page 94
! “Working with existing help desk cases” on page 97
! “Working with Problem Management” on page 114

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Creating new requests

When you create a new request, you can create a generic request or a help
desk case, depending on the form you selected to use in your personal
preferences.
! New Request is a generic form that is displayed if you selected Open
Frontline Support Dialog in your personal preferences. It is useful for
frontline support in situations where the support technician is handling
multiple calls simultaneously. This form allows support staff to enter
request data quickly, save the request, and move on to the next call.
Definitions set by your administrator in the Remedy Configuration
Manager determine whether a change request or a help desk case is created
and to whom the request is assigned.
! Help Desk Case is a form from which you can create only help desk cases.

For information about setting preferences, see “Setting personal preferences

and options” on page 66.

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Creating a generic new request—Help Desk or Change Tasking

To have the generic New Request form appear when you begin creating a new
request, you might need to set your personal preferences to Open Front Line
Dialog option in the New Request Action field. See “Setting New Request and
Search for Request Action preferences” on page 68 for more information.
The following procedure assumes that you selected the Open Front Line
Support Dialog option as the New Request Action preference.

" To create a new request in the New Request form:

1 On the Remedy IT Service Management Console, click New Request.
The generic New Request form is displayed.

2 In the Summary field, select an existing summary for the request, or enter a
description of the issue or request.
If the contents of the Summary field match a value predefined by the
administrator, the Detailed Description, Category, Type, and Item fields are
filled in automatically. You can accept these values, or change them.
If the Solution Available! button becomes enabled, possible solutions are
available in the database for the case. For more information, see “To search
for possible solutions when creating a new case in the Generic New Request
form:” on page 104.
3 In the Description field, enter a description of the request.

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If you selected a predefined summary, the Description field will be filled by

default with the text of the Summary field. You can add to or modify this text.
4 In the Status field, select New, or leave it blank The status is automatically
changed to Assigned when the new case is saved.
5 In the Work Log field, enter any relevant information about the request.
6 In the Login field, enter the requester’s login name, and press Enter.
If the requester has already been entered into the People database, the Phone,
Office, VIP, Region, Site, and Department fields are filled in automatically.
If the requester has not yet been entered in the database, the Search People
dialog box is displayed. You can use it to search the database for records. For
more information, see “Searching for a requester” on page 90.
If you cannot find the person, you can create a record for them in the
database. For more information, see “To create a requester record:” on
page 92.
7 You can view the requester’s assets and open requests. To view a request or
an asset record, select it, and click View.
8 If the Category, Type, and Item fields were not filled in automatically, or if
you want to change them, select the appropriate values.
9 If the Region, Site, and Department fields were not filled in automatically, or
if you want to change them, enter appropriate information. If you change
them, you will be asked whether you want to update the requester’s user
profile.
10 In the Urgency field, select the user’s urgency level for the request.
11 Click Save to create the request and submit it to the database.

Creating a new help desk case

To have the Help Desk Case form appear when you create a new request, you
might need to set your personal preferences and select the Open Help Desk
Case Module option in the New Request Action field. See “Setting New
Request and Search for Request Action preferences” on page 68 for more
information. The following procedure assumes that you selected the Open
Help Desk Case option.

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" To create a new help desk case in a Help Desk Case form:
1 On the Remedy IT Service Management Console, click New Request.
The Help Desk Case form is displayed.

2 In the Summary field, select an existing summary for the request, or enter
your own description.
If the contents of the Summary field match a value predefined by the
administrator, the Detailed Description, Category, Type, and Item fields are
filled in automatically. You can accept these values, or change them.
! Category—The menu items that you can choose are determined by your
administrator. The category field is the broadest categorization of the case.
For example, case categories could include Hardware, Software, or
Network.
! Type—The menu items that you can choose are determined by your
administrator and the value you selected for the Category field. The Type
field identifies the case with more precision. For example, case types could
include Printers, Servers, or Workstations.
! Item—The menu items that you can choose are determined by your
administrator and the values you selected for the Category and Type fields.
The Item field is the most detailed of the categorization fields. For
example, case items could include product, model, or component names.
3 In the Description field, enter a description of the case.

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4 If you selected a predefined summary, the Description field will be filled by

default with the text of the Summary field. You can add to or modify this text.
5 In the Service field, select a type of service, if any, for the case.
The selections available depend on how your administrator has configured
this menu for the service agreement types pertinent to your organization. For
example, your administrator might set up the menu to reflect specific types
of warranties.
6 In the Group and Individual fields, select the appropriate group and
individual names as assignees.
7 In the Case Type field, select the type of case:
! Incident—A general indication of a condition that needs attention. By
default, every new case is classified as an Incident.
! Question—A case that involves a question. For example, a user needs to
know the name of the print server.
! Request—A case that involves a request for service. For example, a user’s
computer might not have enough memory. A change request might also
be created to obtain additional memory.
! Problem—A case that involves an issue that the support staff must resolve.
For example, several requesters might have submitted tickets because they
cannot access a printer. These tickets indicate that access to the printer is
a problem.
As you become familiar with the case, you can change the type
8 In the Status field, select New, or leave it blank. The status is automatically
changed to Assigned when the new case is saved.
9 If the case is dependent upon an external action (such as ordering of new
hardware), and the status of the case is Pending, make the appropriate
selection in the Pending field.
10 Leave the Close Code field blank for now.
When a request is resolved, the Closure Code can provide useful information
about the level of success in resolving the case. If you leave the Closure Code
field blank, the application will close the case automatically after a specified
time following its resolution. Your administrator specifies this automatic
closure time.
11 In the Escalated? field, accept the default value of No if you are not sure if the
case should be escalated. If you find that the case needs to be escalated, you
can change this value to Yes later.
12 In the Priority field, select the priority level of the case.

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The significance of each priority level is determined by your administrator.

13 In the Login Name or Name field in the Requester Information tab, enter the
requester’s name and press Enter. One of the following happens:
! If the requester is already entered in the People database, the remaining
fields in the tab are automatically filled in, and the requester’s open cases
and assets are listed in the tables.
! If the requester does not have a record in the People database, the Search
People dialog box is displayed. You can search for the requester to see if a
record exists. For more information, see “Searching for a requester” on
page 90.
14 If no record for the requester exists, you can create it. For more information,
see “To create a requester record:” on page 92.
15 In the Source field, select the source of the help desk case:
! Phone—If the requester phoned the help desk directly, select Phone.
! Requester—If the requester submitted the case from the Remedy Help
Desk application, Requester will be selected.
! Email—If the requester submitted the case by email, select Email.
! Web—If the requester submitted the case by using ARWeb, select Web.
! NMP—If the case originates from a network management program, select
NMP.

16 In the Submitted By field, enter the name of the person who reported the
case, if different from the person actually submitting the request. For
example, a user might have reported the problem by submitting a help desk
ticket, in which case the user is also the requester. If the user reported the
problem by way of phone or email, the person who took down the
information and submitted the ticket on the user’s behalf is the requester.
17 In the Urgency field, select the urgency of the case.
The following steps are optional. To skip them, go to step 21.
18 Click the Solutions tab, and look for possible solutions. For more
information about solutions, see “To search for possible solutions when
working in the Help Desk Case form:” on page 106.
19 Click the Related Items tab to relate other items to this case.
For more information about related items, see “Working with related items”
on page 139.
20 Click the Problem Management tab to organize information about this case.

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Remedy Help Desk 5.5

For more information, see “Working with Problem Management” on

page 114.
21 Click Save to create the new help desk case.
A message tells you to whom the help desk case has been assigned.
22 Click OK to dismiss the message.
Once a case is assigned, click the Activity tab, and enter the estimated amount
of time (in minutes) required to complete this request.

Searching for a requester

If you are not sure if a requester has an existing record in the People database,
you can perform a search. You can view the requester’s record and, if
necessary, modify it. You can perform the following procedure from any
form that has a Login Name or Name field.

1 In the Requester Information tab of the form, click in the Login or Name
field, and enter any information you know about the individual you are
looking for, or leave the field blank.
2 Without moving the cursor from the field, press Enter.

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The Search People dialog box is displayed, listing any matching records.

3 Enter search criteria in the appropriate fields.

4 Click Search.
The Search Results table shows the matching records.

5 To view a record, select it, and click View.

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Remedy Help Desk 5.5

The Person Information form is displayed.

6 To make changes, update the appropriate fields, and click Save.

7 Click Close.

Creating a requester record

The People database contains all Remedy Help Desk application user
records. Information stored here is used to automatically fill in requester
information fields in many forms.

While creating a new request, you might find that the requester does not yet
have a record in the database. If no record exists for the requester, you can
create one using the Person Information form.

" To create a requester record:

1 Perform the steps for creating a new request as described in “Creating a
generic new request—Help Desk or Change Tasking” on page 85, or “To
create a new help desk case in a Help Desk Case form:” on page 87.
2 In the New Request form or in the Requester Information tab of the New
Help Desk Case form, click Profile.

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The Person Information form is displayed.

3 Fill in the following required fields.

! Login Name—Enter the requester’s login name (the name used to log in
to the application; this name is case-sensitive and space-sensitive).
! Status—Select Active.
! Last Name—Enter the requester’s last name.
! Full Name—Enter the requester’s first and last name.
! Support Staff—Select Yes or No to indicate if the requester is a support
staff member.
! Type—Select Internal if the requester is an employee of your organization,
or External if the requester belongs to another organization.
! Notification Method—Select how the requester will be notified upon case
and other status resolution. If you select Email, you must also enter the
requester’s email address.

4 Optionally, fill in the other fields, including fields on the other tabs.
! The Pager tab shows information about software and parameters for
paging equipment, and contact information for this requester.
! The Address tab shows the requester’s mailing address.

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Remedy Help Desk 5.5

! The Financials tab shows the cost accounting and cost center information
associated with the requester. The Accounting Code and cost center data
is configured by the administrator initially, but can be modified by
support staff.
5 Click Save.
A message reports that the new requester entry was created.

If the requester’s information changes, you can update it in the Person

Information form.

" To modify requester information:

1 Open the Person Information form using either of these methods:
! Enter the requester’s name in a form, and click the Profile button.
! Search for the requester in the Search People dialog box. Select the
requester’s record and click View. For more information, see “Searching
for a requester” on page 90.
The Person Information form is displayed, containing the requester’s
information.
2 Update the applicable fields.
3 Click Save.

How help desk cases are assigned

Cases are assigned to support staff members through the auto-assignment
and auto-reassignment features of the Remedy Help Desk application. When
a case is submitted, it is assigned to an individual or a group, depending on
your administrator’s configuration. The assigned individual or each member
of the group is notified. Members of the group can assign or reassign the case
to themselves or to other people in the group.

When a case is assigned to you, you can be notified by pager (if you have set
paging preferences), email, or notifications sent to AR System Alert. The
notification method depends on how your system is configured.

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Receiving notification of case assignments

Depending on the Notification Alert method determined by the Help Desk
administrator, AR System Alert can notify you when a case has been assigned
to you, or when progress has been made in resolving a case.

For more information about AR System Alert, see the AR System User Tool
Help.

" To receive notification of case assignment by AR System Alert:

1 Log in to AR System Alert as a Support staff member.
When you or your group receive a notification that you or your group have
been assigned to a case, the information appears in AR System Alert.
2 Open the Alert Summary dialog box.
The number of alerts sent to each server is listed.
3 Click Open Alert List.
The list of alerts is displayed.
4 To view an alert for a case assignment, double-click it.
The assigned case opens in its form. For information about changing the
request, see “To modify a help desk case:” on page 100.

" To receive notification of case assignment by email:

1 When you receive email notifying you or your group that you have been
assigned to a help desk case, note the request ID.
2 Log in to Remedy Help Desk Support.
3 Locate and open the case. You can do this in one of two ways:
! Select the case in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
! Search for the case. For more details, see “To search for a help desk case:”
on page 98.
The case is displayed in the Modify Help Desk Case form. You can now
modify the case as necessary.

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Remedy Help Desk 5.5

Working with help desk case assignments

If a case is assigned to you, you must accept the case. If a case is assigned to
your group but not to an individual, you can assign the case to yourself. If the
case is assigned to you, your name appears in the Individual field in the
Activity tab.

" To accept an assigned help desk case:

1 In the Remedy IT Service Management Console, select the case in the
Assigned Requests table, and click View.
The case is displayed.
2 If you are assigned to a group, select your name from the Individual field.
3 Set the Status field to Work in Progress if you are ready to start working on
the case.
4 Click the Activity tab, and update the Work Log field with any relevant
information about the case.
5 Click Save.
A message reports that the case is assigned to you, and that the requester has
been informed of the case assignment.
6 Click Close to dismiss the message.

Reassigning a help desk case

If a help desk case is assigned to you, your name appears in the Individual
field in the Activity tab. If you cannot or do not want to work on an assigned
case, you can reassign the case to another support staff member, or ask the
help desk manager to reassign it to someone else. The manager can then
reassign the case, or deny your request.

Note: If the Category, Type, or Item information for a case is changed, and
Auto-Reassignment is enabled, the case might be reassigned automatically
to another member of the support staff. When the case is reassigned, both
the new and old assignee are notified.

" To request reassignment of a help desk case:

1 Select the case in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The case is displayed.
2 Click the Activity tab.

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3 In the Request Reassignment? field, select Yes.

A message informs you that your manager will be notified about the
reassignment of the case.
4 Click Yes.
5 Click Save.
A message reports that your manager has been notified of the reassignment
request.
6 Click OK.
Your manager is notified of the reassignment request. You are notified when
the manager approves or rejects the request. Until the manager actually
reassigns the case, you remain assigned to, and responsible for, the case.

Working with existing help desk cases

The normal cycle of a help desk case consists of these steps:

1 A new case is created, using either of the following methods:

! The requester can enter the case directly using the Remedy Help Desk
Requester application.
! Or, the requester can contact the frontline support staff by email or
telephone. The frontline support staff then enters the case into the
Remedy Help Desk Support application.
2 If the frontline support person cannot resolve the case, it is assigned to the
appropriate group or individual. When a case is assigned to backline support
staff, they are notified by email or by AR System Alert.
3 The backline support staff member logs the progress while working on the
case.
4 When a case is resolved, a support staff member changes the case status to
Resolved, and the system notifies the requester that the case has been
resolved.
5 Once the requester is notified of the change of status, they can close the case
by setting the Confirm Resolution to Close Case. The requester is prompted
to complete a customer satisfaction survey. If the requester does not reopen
or close the case, the case closes automatically after a time specified by the
administrator.

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Remedy Help Desk 5.5

Searching for help desk cases

The help desk cases and change requests that are assigned to you are
automatically listed in the Remedy IT Service Management Console.

When you perform a search for a case, the form that is displayed depends on
what you selected in the Search For Request field. See “Setting New Request
and Search for Request Action preferences” on page 68 for more
information. The following procedure assumes that you selected the Open
Selection Dialog option as the default Search For Request Action preference.

" To search for a help desk case:

1 On the IT Service Management Console, click Search for Request.
2 In the dialog box that appears, select Help Desk Case.
The Help Desk Case form is displayed.
3 Fill in the appropriate fields with the criteria to define your search.
To use the advanced search bar, choose View > Advanced Search Bar.
A row of buttons, a Search Criteria field, and a Fields button is displayed.

You can use this bar to specify complex search criteria. For detailed
information about using the advanced search bar, see AR System User Tool
Help. To access AR System User Tool Help, choose Help > Contents and
Index.
4 Click Search.
The requests matching the search criteria are displayed in the Results pane.
5 To view the details of a help desk case, click on the item in the list.
The case is displayed in the Details pane.

" To view your group’s open cases in Windows:

1 On the Remedy Support Console, click Search for Request.
The Help Desk Case form is displayed.
2 Choose Actions > Defined Searches > List Group’s Open Cases.
Your group’s open cases are displayed in the Results pane.
To view the details of a help desk case, select it, and click View.

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" To view your group’s open cases on the web:

1 On the IT Service Management console, click Search for Request.
2 The Help Desk Case form is displayed.
3 Click Advanced Search.
4 Enter the following information in the Advanced Search field:
‘Group’ = “<your_group>” AND ‘Status’ < “Resolved”

5 Click Search.
6 Your group’s open cases will be listed in the table below the Help Desk Case
form.
7 To view the details of a case, select it, and click View.

" To view your own open cases in Windows:

1 On the Remedy Support Console, click Search for Request.
The Help Desk Case form is displayed.
2 Choose Actions > Defined Searches > List My Open Cases.
Your open cases are displayed in the Results pane.
3 To view the details of a help desk case, select it, and click View.

" To view your own open cases on the web:

1 On the IT Service Management Console, click Search for Request.
2 The Help Desk Case form is displayed.
3 Click Advanced Search.
4 In the Advanced Search field, enter the following information:
‘Supervisor+’ = “<your_name>” AND ‘Status’ < “Resolved”

5 Click Search.
6 Your open cases will be listed in the table below the Help Desk Case form.
7 To view the details of a case, select it, and click View.

Modifying existing help desk cases

As you work on resolving a case, you will need to modify it occasionally. For
example, you can track the progress of a case by recording in the work log the
steps you took to resolve it.

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Remedy Help Desk 5.5

" To modify a help desk case:

1 Locate the case that you want to modify:
! On the Remedy IT Service Management Console, select the case from the
Assigned Requests list, and click View.
Or
! Search for the case, as described in “To search for a help desk case:” on
page 98.
The request is displayed.
2 Click the Activity tab.

3 Record case activity in the appropriate fields, including:

! Work Log—Enter any information relevant to the case.
! Time Spent—In the Time Spent (Min) field, enter the number of minutes
spent working on the case during your current login session. The
application keeps a running total of the time spent in the Total Time Spent
(Min) field.
! The Assigned, Resolved, and Arrival Time fields are filled in automatically.
4 When you have finished updating the request, click Save.

Working with duplicate help desk cases

As you are creating a new case or reviewing an existing case, you can see if it
is a duplicate of an existing case. Duplicate cases have matching Category,
Type, and Item fields, as well as similar Description and Summary fields.

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For example, you create a help desk case for a requester who has not received
external email for the past hour. Because this might be a more widespread
problem, you decide to look for possible duplicate cases. You look for a
recent case that might be reporting the same problem.

When you check the case details of a recent case, you discover that a case
submitted by another requester also reports the external email problem. In
this situation, you would mark the most recent case as a duplicate of the
original case.

Once you mark the case as a duplicate, you cannot update it. When the
original case is resolved, the duplicate is automatically resolved.

If you have erroneously marked a case as duplicate, you can remove the
duplicate case. This enables you to update and resolve the original case.

" To identify and mark duplicate cases:

1 Search for requests, as described in “To search for a help desk case:” on
page 98.
The requests matching the search criteria are displayed in the Results pane.
2 Select the request that you think is a duplicate.
3 Click the Duplicates tab.
If there are no potential duplicates, the tab displays the following message
“No other cases matching Category, Type, and Item of this case were found.”
4 Click the Potential Duplicates list to refresh it.
The list shows any cases that are potential duplicates of the request.

5 To determine whether a case is a duplicate, select the entry, and click View.
The Help Desk Case form is displayed, showing the details of the case.

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6 Review the case to determine whether it is a duplicate.

7 Click Close to return to the original case.
8 If the case is a duplicate, take one of the following steps:
! In the Potential Duplicates list, click Mark as Duplicate to make the
selected case a duplicate of the current case.

The case is added to the Current Duplicate Cases list. If no duplicate cases
existed before, a new Current Duplicate Cases table is displayed.

! Click Mark Selected Case as Original to make the selected request the
original of the current case.
The case is marked as the original, and added to the Current Original Case
list. The request that you have open is marked as a duplicate, and the
upper region of the form displays the message “This is a duplicate case.”
9 Click the Activity tab, and update the Work Log.
10 If the case status in Work in Progress, update the time spent on the case.
11 Click Save.

" To remove duplication status from a case:

1 Search for requests, as described in “To search for a help desk case:” on
page 98.
The requests matching the search criteria are displayed in the Results pane.
2 Select the request from which you want to remove the duplicate status, and
click View.

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The request appears in the Modify Help Desk Case form. The note in the
upper region of the form identifies it as a duplicate case.

3 Click the Duplicates tab.

4 Click the Current Original Case list to refresh it.
The Current Original Case list displays the case that is marked as the original
of your open case.

5 To review the original case to verify that the two cases are not duplicates, click
View.
6 The Help Desk Case form is displayed.
7 Review the case.
8 Click Close.
9 If the two cases are not duplicates, click Remove Duplicate.
A message reports that your current case will be removed as a duplicate.
10 Click OK to dismiss the message.
11 Click Save.
You can now continue working on the case.

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Working with help desk case solutions

As you create a new case or review an existing case, you will want to
determine whether a solution already exists for the problem.

Solutions are made available when the Category, Type, and Item fields of a
help desk case match the Category, Type, and Item fields of an existing
solution.

Searching for a solution

The procedures for searching for possible solutions differ, depending on
which form you use when creating a request.

" To search for possible solutions when creating a new case in the Generic
New Request form:
1 On the Remedy IT Service Management Console, click New Request.
The generic New Request form is displayed.
2 In the Summary field, select a predefined summary.
If a solution is available based on what you enter in the Summary field, the
Solution Available! button is enabled.

3 Click Solution Available!

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A list of possible solutions is displayed in the Available Solutions dialog box.

4 To view more information about a listed solution, select the solution, and
click View.
The Solution Details form is displayed.

If the solution appears to meet your needs, you can use the solution to resolve
the case, as outlined in step 6.
5 Click Close to return to the solutions list in the Available Solutions dialog
box.
6 If you decide to use a solution:
a Select the solution and click Use Solution.
A message reports that using this solution will resolve the request.
b Click OK.
A dialog box reports that the requester has been notified of the case’s
resolution, and that you have been notified of the case.

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Remedy Help Desk 5.5

If you decide not to use a solution, click Close in the Available Solutions
dialog box.
" To search for possible solutions when working in the Help Desk Case form:
1 Create a new help desk case as described in “To create a new help desk case
in a Help Desk Case form:” on page 87, or search for and open an existing
case as described in “To search for a help desk case:” on page 98.
2 Make sure that you have entered valid values in the Category, Type, and Item
fields of the Help Desk Case form.
3 Click the Solutions tab.
4 Click List Possible Solutions.
The Solution dialog box is displayed, with a list of possible solutions if any
are available.

Note: The solutions listed might not necessarily be the appropriate solutions
for your case. Always review a solution to make sure that it is suitable for
the case.

5 Select a solution, and click View.

The Solution form displays the details of the solution.
Review the solution.
6 Click Close.
7 To use the solution, select it, and click Use Solution.
The dialog box closes, and the Summary and Details fields are filled in.

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If none of the solutions are suitable, you can search for solutions by changing
the Category, Type and Item fields, or clearing the fields and searching by
Keyword. If you find a solution that has different Category, Type, and Item
fields than your case, you must change the Category, Type, and Item fields
for the case.
8 If you have selected a solution, you can resolve the case:
a Update the Work Log field in the Activity tab.
b In the Status field, select Resolved.
c Click Save.
A message reports that the requester has been notified of the case’s
resolution.
9 Click OK to dismiss the message.

Creating new solutions

When you resolve a help desk case that is likely to happen to other requesters,
you can make your solution available by creating an entry in the solutions
database. If this situation arises again, the information will be available, and
resolution time will be much shorter.

When you create a solution, your manager is notified of your proposed

solution. Your manager must approve your solution before it becomes
available for general use in your organization.

" To create a solution:

1 Open a help desk case that has been resolved.
2 Click the Solutions tab.
3 In the Summary field, enter a summary of the solution.
4 In the Details field, enter more information about the solution.

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5 Click Propose Solution.

6 In response to the prompt, select Yes to send the proposed solution to your
manager, or No to cancel it.
The New Solution form is displayed.
7 Click Save.
The solution is saved with a status of Proposed, and your manager is notified.

Working with related items

Help desk cases can affect, and can be affected by, change requests and assets.
Remedy Help Desk enables you to create relationships between help desk
cases and change requests or asset records.

For example, several help desk cases have been submitted about insufficient
memory, and a change request has already been created to upgrade
everyone’s memory. The help desk cases can be related to the change request.
The asset could also be related to the change request for the memory.

When working with a help desk case, you can relate it to other cases, to
change requests, or to asset records:
! Relating help desk cases to other help desk cases—When you work with a
help desk case, you might need to create related cases that address similar
issues. A set of related cases can result from many issues reported to the
help desk by one requester at one time. A set of related cases can also result
from a single problem that encompasses several issues, which span
multiple, second-level support technicians.
! Relating help desk cases to change requests—When you work with a help
desk case, you might need to work with a related change request. For
example, if a change request for a server upgrade results in connection
problems for the people affected by the change, you can relate their help
desk cases to the server upgrade change request as you open the cases.
! Relating help desk cases to assets—When you work with a help desk case,
you might need to work with a related asset record. For example, if you are
working on a help desk case involving a monitor, you might need to assign
another monitor temporarily. You might want to relate the help desk case
to the monitor to supplement the asset’s service record.

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" To view requests related to a help desk case:

1 Select the help desk case in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The case is displayed.
2 Click the Related Items tab.
3 From the Show menu, choose the related requests that you want to view:
! All Related Items shows all related asset records, change requests, and help
desk cases.
! Related Assets shows only the related asset records.
! Related Change Requests shows only the related change requests.
! Related Help Desk Cases shows only the related help desk cases.
All specified requests are displayed in the Related Items table.

If no related items exist for the request, the tab displays the message “No
records related to this case were found.”
4 To view a related request, select it, and click View.
5 The request is displayed.

" To remove a related request from a help desk case:

1 Select the case in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The case is displayed.
2 Click the Related Items tab.
3 From the Show menu, select one of the display options.
All of the specified requests are displayed in the Related Items table.
If no related items exist for the request, the tab displays the message “No
records related to this case were found.”

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4 To remove a relationship, select an item, and click Remove Relationship.

A message asks you to confirm that you want to remove the relationship.
5 Click Yes.
6 Click Save to save the changes to the case.

" To relate a new request to a help desk case:

1 Select the help desk case in the Assigned Requests table of the Remedy
IT Service Management Console, and click View.
The case is displayed.
2 Click the Related Items tab.
3 In the Create New Related Record region, select the appropriate request type
from the Record Type field.
4 Click Create.
A form for that request is displayed.
5 Create a new request:
! For information about creating a new help desk case, see “Creating a new
help desk case” on page 86.
! For information about creating a new asset record, see “Creating asset
records” on page 160.
! For information about creating a new change request, see “Creating a new
change request” on page 123.

6 When you have finished creating the new request, click Save.
A message reports that you have created a new request. Another message tells
you that the two requests have been related.
7 Click OK to close each dialog box.
The form for the new request closes.
8 If the newly related item does not appear in the Related Items table, refresh
the table manually by clicking the Refresh button.
9 Click Save.

" To relate existing requests to a help desk case:

1 In the Remedy Support console, select a request, and click View.
The request is displayed.
2 Click the Related Items tab.

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3 In the Search for Existing Record to Relate region, select a request type from
the Record Type field.
4 Click Search.
The Search and Relate dialog box is displayed, listing the requests according
to the value in the Search with the Same field.

5 To change the search, select another value in the Search with the Same field,
or click the Advanced tab to enter additional search criteria.
6 Click Search.
The Search Results list shows the requests matching the search criteria.
7 To view more information about a request, select it, and click View.
The request’s form is displayed, showing the details of the request.
8 Click Close.
9 To relate a request, select it, and click Relate.
A message reports that the request has been related.
10 Click Save to save the case to which you were relating the other request.

Resolving help desk cases

When you finish working on a case, you must change its status to Resolved.
The requester is notified when a case is resolved. The requester can review the
case and confirm resolution by closing the case, or reopen it if the resolution
is not satisfactory.

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If the requester does not close or reopen the case, the Help Desk module
automatically changes the status to Closed (after a predefined period of
time), and sets the Closure Code to Automatically Closed.

The response time to change the status depends on how the Remedy Help
Desk administrator configured the application module.

" To resolve a help desk case:

1 Search for the case that you want to resolve, and open it, as described in “To
search for a help desk case:” on page 98.
The case is displayed.
2 If you want to track the time you spend as you are resolving the case, click the
Activity tab, and click the Start Clock button.
3 When you have resolved the case, select Resolved in the Status field.
4 Click the Activity tab if it is not already displayed, and enter a description of
how you resolved the case in the Work Log field.
5 In the Time Spent Resolving Case field, do either of the following:
! If you used the clock, click the Stop Clock button. A message reports the
total time spent. The total time spent is also entered in the read-only Total
Time Spent field.
! Enter a number of minutes manually in the editable Total Time Spent
field.
6 Click Save.
If one or assets are related to the case you are resolving, a message is
displayed, asking if any assets have changed as a result of the resolution of this
case.
! If no assets are affected, click No.
! If a related asset record for this case needs to be updated, click Yes. Select
the asset that needs to be updated, and make the necessary changes. For
more information about updating asset records, see “Working with the
Asset Inventory Module as Support” on page 159.

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Closing help desk cases

Usually, when you resolve a case, the requester is notified that the case is
resolved. The requester can then close the case. However, there might be
occasions when you are asked to close the case. You can do so if you are the
Assigned Individual for the case.

Note: If a help desk case has a Case Type of Problem, you must be a member
of the Problem Management group to close the case.

" To close a help desk case:

1 Display the case you want to close.
2 Click the Activity tab.
3 In the Work Log field, enter any relevant information about closing the case.
4 In the Status field, select Closed.
5 In the Closure Code field, choose the appropriate closure code.
For example, if the case was resolved with no obstacles, choose Successful. If
the case was resolved temporarily with a workaround, choose Successful with
Problems. Note any such problems in the work log.
6 Click Save.
The case will be listed in the Requester’s Cases with a status of Closed, and
the requester will be prompted to complete a survey.

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Working with Problem Management

The Problem Management tab enables you to implement incident and
problem control.

Overview of problem management

When a requester reports a problem, the Remedy Help Desk support staff try
to resolve the case as quickly as possible so that the requester can resume
work. However, the support staff might be too busy responding to help desk
cases to investigate their underlying causes in greater detail. For example,
when a user reports that an application is not responding, the user might be
advised to restart the application. While this enables the user to resume
working, the underlying reason for the application becoming nonresponsive
is not discovered. To stabilize the environment, errors must be discovered
and removed.

Problem management enhances the Help Desk process by focusing on

discovering and resolving underlying problems, and improving the IT
infrastructure to enhance service and reduce the number of help desk cases.
The purpose of problem management is not to solve help desk cases quickly,
but to implement a reliable, long-term solution.

Problem management provides support staff with information about

possible solutions, the status of problems, and recognized faults.

Implementing the problem management process requires greater effort from

the organization initially, but in time the stronger infrastructure will reduce
the number of incidents.

Understanding incidents, problems, and known errors

To understand and work with problem management successfully, you must
understand the distinctions between incidents, problems, and known errors,
and understand the problem management process.
! Incidents are faults or disruptions in the use or implementation of IT
services and are usually reported by users. For example, a user suddenly
cannot access the network, and calls the help desk.

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Disruptions can also occur without the user being aware of them. For
example, although deficiencies in data processing or faults in data
communication facilities might not be noticeable to users, they indicate
faults in the organization’s IT infrastructure.
! Problems are more serious issues that interfere with the effective
functioning of the organization. A problem is frequently manifested in a
number of related incidents and can typically be traced to an underlying
cause. Problem control focuses on establishing the cause of the problem
and eliminating it, thereby resolving the problem and preventing
additional incidents. Incidents that cannot be solved by the Help Desk
support staff should be designated as problems in the Problem
Management tab, by changing the type in the Case Type field to Problem.
! Known Errors are problems that have had their root cause identified.
After the root cause of the problem is identified and verified, it can be
reclassified as a Known Error by selecting Yes in the Known Error field.
Errors can become known while analyzing the problem, as well as from the
information about known errors provided by suppliers. For example,
software is frequently shipped with release notes that detail the known
bugs in the application.

The problem management lifecycle

The following process illustrates the general lifecycle of problem
management:

1 One or more help desk cases are created. By default, they are given a case type
of Incident.
2 The underlying problem of the incidents is defined, and its root cause is
identified. If a specific case most clearly identifies the underlying problem, its
Case Type is changed from Incident to Problem. Other cases can now be
related to this problem.
3 In the Problem Management tab, the problem manager (or any other
member of the Problem Management group) marks the problem as Root
Cause Identified (RFC) by selecting RC Identified from the Known Error
Status menu.
4 Other staff members verify the root cause. The problem manager (or any
other member of the Problem Management group) marks the problem as
Root Cause Verified (RCV) by selecting RC Verified from the Known Error
Status menu.

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5 Once the cause of the problem is verified, the problem is reclassified as a

Known Error by specifying Yes in the Known Error field. You must be a
member of the Problem Management group to update this field.
6 A Known Error can be resolved through a change request. Using Problem
Management, a Request for Change (RFC). In the Problem Management tab,
RFC Created is selected in the Known Error Status field. You must be a
member of the Problem Management group to update this field.
7 The change request is implemented. In the Problem Management tab, the
Known Error field is set to No, and the Known Status is changed to RFC
Completed. If the change request is denied, the problem is marked Request
for Change Denied (RCD) by selecting RFC Denied in the Known Error
Status field.
8 When a case marked as a problem is resolved, all of those assigned to any
cases with related incidents are notified.

Designating a help desk case as a problem

When a new help desk case is created, it is designated as an incident by
default. If a case cannot be resolved, or appears to have underlying causes that
need to be investigated, you can change the case type and designate the case
as a problem.

As you work through the case to identify possible causes of the stated
problem, you might find other cases that have some similarities to the case
you are working on. You can then specify those cases as related incidents.

The following procedures provide instructions for designating a case as a

problem, relating incidents to a problem, and unrelating incidents.

" To designate a help desk case as a problem:

1 Open the help desk case you want to designate as a problem.
2 In the Case Type field, select Problem.

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You can now select other cases as related incidents to this problem.

Relating incidents to a problem

When you are investigating a case designated as a problem, you might want
to look for other cases that are similar, and designate them as related
incidents. For example, several cases might have been filed by users who
cannot access the network remotely. Each case might be slightly different, but
they all relate to the same issue—remote access. By designating one case as a
problem, and relating the other cases to it, you have convenient access to all
of the related cases from the Problem Management tab. You can view each
related case to get information that will help you identify the root cause of the
problem and reduce its occurrence in the future.

" To relate incidents to a problem:

1 Display the help desk case to which you want to relate incidents.
2 Change the case type to Problem if necessary.
3 Click the Problem Management tab.
If any other cases have the same category, type, and incident, they are listed
in the Potential Incidents table. You can also search for cases with other
categories, types, or items by making selections from the Category, Type, and
Item lists. The cases matching your selections will be listed in the Potential
Incidents table.

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4 Select the case you want related to the current problem, and click Mark as
Incident.
The selected case is displayed in the Current Incidents table. The Incident
Count field is updated automatically to reflect the total number of related
incidents.

5 Click Save.

Unrelating incidents
If a related incident appears not to be relevant to a problem, you can unrelate
it.

" To unrelate an incident to a problem:

1 Display the help desk case that has the incident you want to unrelate.
2 Click the Problem Management tab.
3 In the Current Incidents table, select the incident you want to unrelate, and
click Remove Case.
The case is removed from the list and redisplayed in the Potential Incidents
table. The Incident Count field is updated automatically to reflect the total
number of related incidents.

Resolving or closing a case with related incidents

When a case marked as a problem is resolved, its related incidents are not
automatically resolved; however, those who are assigned to the related
incidents are notified that the case is resolved.

To close a case marked as a problem, you must be a member of the Problem

Management group.

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Chapter

5 Working with the Change

Tasking Module as Support

The Change Tasking module of the Remedy Help Desk Support application
enables innovative IT support organizations to take preventive measures and
stay ahead of technology as computing needs change.
This section explains the processes of managing change requests by using the
Remedy IT Service Management Console of the Remedy Help Desk
application. The following topics are covered:
! “Working with change requests in the Change Tasking module” on
page 120
! “Creating new requests” on page 121
! “Working with change tasking as a change supervisor” on page 132
! “Working with Change Tasking as a task implementor” on page 155

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Working with change requests in the Change

Tasking module
The Change Tasking module enables support staff to log and track change
requests and the associated change tasks. After a request is created—either by
a requester or a first-level support staff member—the request is
automatically assigned to the appropriate group or individual, based on your
support staff groupings. Staff members are notified of requests assigned to
them by email, by paging, or through AR System Alert.

Your responsibilities depend on whether you are a change supervisor or a

task implementor:
! Change supervisor—Responsible for creating and assigning tasks, and
resolving change requests.
! Task implementor—Responsible for completing assigned tasks.

When the change request or task is assigned, support staff members can log
their progress as they complete tasks associated with the request. When a
support staff member changes a request state to resolved, the system notifies
the requester that the request is resolved.

The life cycle of a change request

The normal cycle of a change request consists of these stages:
! A new change request is created. This can occur in several ways. The
requester can enter the change request directly into Remedy Help Desk
Requester, or the requester can contact the frontline support staff by email
or telephone. The frontline support staff then enters the request into the
Remedy Help Desk Support application.
! The change request is assigned to the appropriate group or individual.
When change requests are assigned to them, backline support staff
members are notified by email or by AR System Alert. If the change
request must be divided into several tasks, the change supervisor can
create these tasks and assign them to the appropriate task implementors.
! Backline support staff members work on the case, logging their progress as
they implement the change request or the tasks it comprises.
! When all the task implementors have finished their tasks, and have
marked them as Closed, the change request can be resolved.

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! The system notifies the requester that the change request has been
resolved.
! Once the requester is notified of the change of status, they can close the
change request by setting the Confirm Resolution to Closed. If the
requester does not close the change request, the request closes
automatically after a specified time.

Creating new requests

When you create a new request, you can create a generic request or a change
request, depending on the form you use:
! Request is a generic form. It is useful for frontline support in situations
where the support technician is handling multiple calls simultaneously.
This form allows support staff to enter request data quickly, save the
request, and move on to the next call. Definitions set by your
administrator in the Remedy Configuration Manager determine whether
a change request or a help desk case is created and to whom the request is
assigned.
! Change Request is a form in which you can create only change requests.

The form that is displayed when you begin creating a new request depends
on the personal preferences you have set. For information about setting
preferences, see “Setting personal preferences and options” on page 66.

Creating a generic new request—Help Desk or Change Tasking

To have the generic New Request form appear, you may need to set your
personal preferences and select Open Front Line Support Dialog option in
the New Request Action field. See “Setting New Request and Search for
Request Action preferences” on page 68 for more information. The following
procedure assumes that you selected the Open Front Line Support Dialog
option as the New Request Action preference.

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" To create a new request in the New Request form:

1 On the Remedy IT Service Management Console, click New Request.
The generic New Request form is displayed.

2 In the Summary field, select a predefined summary from the menu, or enter
a brief summary of the request.
If you select a predefined summary, the Description, Category, Type, and
Item fields are filled in automatically.
3 In the Description field, enter a description of the request.
If you selected a predefined summary, a brief description is automatically
entered into this field. You can add to or replace this text.
4 If you did not select a predefined summary, make the appropriate selections
from the Category, Type, and Item fields:
! In the Category field, select the appropriate category for the request.
! In the Type field, select the appropriate type within the selected category.
! In the Item field, select the appropriate item within the selected type.
When you save the request, the Change ID field will be filled in automatically
with the ID number of the request.
5 In the Login+ field, type the requester’s name and press Enter.

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If the requester already has been entered in the People database, the Phone,
Office, VIP Status, Region, Site, and Department fields are filled in
automatically.
If these fields were not filled in automatically, or if you want to change them,
enter appropriate information. If you change them, you will be asked
whether you want to update the requester’s user profile.
If the requester has not yet been entered in the database, the Search People
dialog box is displayed. You can use it to search the database for records. For
more information, see “Searching for a requester” on page 127.
If you cannot find the person, you can create a record for them in the
database. For more information, see “Creating a requester record” on
page 129.
6 In the Urgency field, select the urgency level of the request.
7 If the requester has other open requests, or has assets assigned, they will be
listed in the Requester’s Assets and Requester’s Open Requests tables. To
view one of these entries, select it, and click Details.
8 Click Save to create the request and submit it to the database.

Creating a new change request

Remedy Help Desk enables any user to enter change requests into the system.
A member of the support staff is assigned as the change supervisor for the
change request. The change supervisor ensures that the tasks comprising the
change are completed. When the support staff marks the change request as
resolved, the requester is automatically notified that the change is complete.

To have the New Change Request form appear when you start creating a new
request, you might need to set your personal preferences to Open Change
Tasking Module in the New Request Action field. See “Setting New Request
and Search for Request Action preferences” on page 68 for more
information. The following procedure assumes that you selected the Open
Change Tasking Module option as the New Request Action preference.

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" To create a new change request in the Change Request form:

1 Click New Request on the Remedy IT Service Management Console.
The Change Request Information form is displayed.

2 In the Summary field, select a predefined summary from the menu, or type
in a description of the change.
If you choose a predefined summary, the Category, Type, and Item fields are
filled in automatically.
3 In the Description field, enter a detailed description of the change request.
4 If you did not select a predefined summary, fill in the Category, Type, and
Item fields:
a In the Category field, select the appropriate category for the change. The
menu items you can choose are determined by your administrator. The
category field is the broadest categorization of the change request. For
example, categories could include Hardware, Software, or Network.
b In the Type field, select the appropriate type for the change. The menu
items you can choose are determined by your administrator and the value
you selected for the Category field. The Type field identifies the request
with more precision. For example, types could include Printers, Servers,
or Workstations.

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c In the Item field, select the appropriate item for the change. The menu
items you can choose are determined by your administrator and the values
you selected for the Category and Type fields. The Item field is the most
detailed of the categorization fields. For example, items could include
product type, model number, or component names.
The options listed in the Item menu depend on the value entered in the
Type field.
When you save the change request, the Change ID field will be filled in
automatically with the ID number of the change request.
5 In the Service field, select a type of service for this change request.
The selections available depend on how your administrator has configured
this menu for the service types pertinent to your organization. For example,
the menu might be configured to show specific types of warranties.
6 Select the Priority to identify the importance of this change request, from the
standpoint of the support person.
7 Select the Urgency to indicate the importance that the requester assigns to
this change request.
8 In the Status field, accept the default status of New.
You select a Closure Code when the change request is complete, or the
application will close the request automatically after a specified time
following resolution of the request. Your administrator specifies this
automatic closure time.
The Pending field will be filled in whenever the resolution of the request is
dependent upon an external action.
9 The Approval Status field will be filled in by the change approver once work
has begun on the change request. For now, you can leave this field blank.
Note: The Auto-Reassign checkbox can be used later, if the request needs to
be modified. You can check this box if you want the system to reassign the
request automatically to another person when the Category, Type, or Item
is changed. Assignments are determined by the categorization and
location of the change request.

10 Click the General tab if it is not already visible.

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11 In the Requester Information region, enter the following information:

! Login —Enter the requester’s AR System login name.
! Name—Enter the requester’s full name (for example, John Doe). If you
press Enter, all other requester fields are automatically filled in with the
requester’s information.
If the requester’s information is not found in the database, or more than
one matching requester record is found, you are prompted to either select
an existing requester record or create a new one. See “To create a requester
record:” on page 129 for instructions about creating a new record.
If you know that the requester is already in the database, you can search
for the requester’s record. For information about searching for a
requester, see “Searching for a requester” on page 127.
! VIP—This field is filled in automatically with Yes or No, according to
whether the requester has been defined as VIP in the person’s record.
! Phone—Enter the requester’s phone number.
! Request Date—Enter the date by which the requester requires the change
request to be completed.
! Submitted By—If the name of the person who is submitting the request is
different from the requester, enter that person’s name. By default, the
Requester (the user who requires the change and is identified in the Login
Name field) has the permissions status to modify the request.

12 Identify the scope of the change request.

! If you select Local, you can specify the Region, Site, Department, and
Office.
! If you select Global, the change is assumed to be necessary for the entire
organization. The Region, Site, Department, and Office fields are disabled.

Usually, the Group and Supervisor fields in the Support Information region
will be filled in automatically when you save the change request, according to
the application administrator’s definitions. However, you can enter
information in them.
The Modified By, Modified, and Created fields are filled in by the system and
cannot be changed.
13 In the Requested Date field, enter the date by which the requester needs to
have the change implemented.
14 Click the Assessment tab, and enter the dates by which you want the change
request started and completed.

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15 Click Save to submit the change request to the database.

When you save the change request, a message is displayed indicating to which
group or individual the change request has been assigned. This assignment is
determined by the categorization of the change request.
16 Click OK.
If the application is configured to “open modify mode upon create,” the
change request is displayed in Modify mode. The change request ID is
displayed at the top of the form and in the Change ID field. The assigned
group or individual is shown in the Support Information region. If necessary,
you can now make further changes to the change request using the other tabs,
such as entering planning information.

Searching for a requester

If you are not sure if a requester already has an existing record in the People
database, you can perform a search. You can view the requester’s record and,
if necessary, modify it. You can perform the following procedure from any
form that has a Login Name or Name field.

" To search for a requester:

1 Open a form that includes the Login or Name field.
2 Click in the Login or the Name field.
3 Without moving the cursor from the field, press Enter.
The Search People dialog box is displayed, listing any matching records.

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4 Enter search criteria in the appropriate fields.

5 Click Search.
The Search Results table shows the matching records. (You might need to
refresh the table to see the records.)

6 To view a record, select it, and click View.

The Person Information form is displayed.

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7 To make changes, update the appropriate fields and click Save. For
information about filling in requester information, see “Creating a requester
record” on page 129.
8 Click Close.
9 Click OK to close the Search People dialog box.

Creating a requester record

The People database contains all Remedy Help Desk application user
records. Information stored here is used to automatically fill in requester
information fields in many forms.

While creating a new request, you might find that the requester does not yet
have a record in the database. If this is the case, you must create a record for
the requester. You can do this in the Person Information form. You can
access this form while you are creating the request.

" To create a requester record:

1 Perform the steps for creating a new request, as described in “Creating a
generic new request—Help Desk or Change Tasking” on page 121, or
“Creating a new change request” on page 123.
2 In the Login Name or Name field, type the name of the person requesting the
change.
3 Click Profile.
If a record for that person already exists in the database, the Person
Information form is displayed. If no record exists for this person, a message
asks if you want to create a new entry.

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4 Click Yes.
The Person Information form is displayed.

5 Fill in the following required fields.

! Login Name—Enter the requester’s login name.
! Status—Set the status to Active.
! Last Name—Enter the requester’s last name.
! Full Name—Enter the requester’s first and last name.
! Support Staff—Select Yes or No to indicate whether the requester is a
support staff member.
! Type—Select Internal if the requester is an employee of your organization,
or External if the requester belongs to another organization.
! Notification Method—Select how the requester will be notified upon case
resolution. If you select Email, you must also enter the requester’s Email
Address.

6 Optionally, fill in the other fields, including fields on the Pager and Address
tabs.
7 Click Save.
A message reports that the entry was created.

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Modifying requester information

If the requester’s information changes, you can update it using the Person
Information form.

" To modify requester information:

1 Open the Person Information form in one of these ways:
! Enter the requester’s name in the Login or Name field on a form, and click
the Profile button.
! Search for the requester in the Search People dialog box. Select the
requester’s record and click View. For more information, see “Searching
for a requester” on page 127.
The Person Information form is displayed, containing the requester’s
information.
2 Update the applicable fields.
3 Click Save.
A message informs you that the requester record has been modified.
4 Click Close.

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Working with change tasking as a change supervisor

This section explains the Support view of the Change Tasking module and
the actions you can perform as a change supervisor. A change request is
assigned based on the type of change and the locations affected. Your
organization can customize change request assignment by using the Remedy
Configuration Manager. For more information, see the Configuration
section of the Remedy IT Service Management Installation and Configuration
Guide.

Change supervisors are notified of new changes based on their notification

method preferences:
! Individual Notification—If an individual is notified, that person’s
notification method preference from the Person Information form is
used.
For example, if your notification method is AR System Alert, each change
assigned to you causes a notification to appear in AR System Alert.
! Group Notification—If a group is notified, the notification method
specified by each group member’s preference is used to notify each
member.

Receiving notification of change request assignments

When a request is assigned to you, you are notified through your default
notification mechanism. The notification method depends on how your
system is configured.

Depending on the Notification Alert method determined by the Help Desk

administrator, AR System Alert can alert you when you receive a notification.
If you are configured to receive notifications, AR System Alert alerts you
when a request has been sent or when progress has been made in resolving a
request.

" To receive notification of change request assignment by AR System Alert:

1 Log into AR System Alert as a Support staff member.
When you or your group receive a notification that you or your group have
been assigned to a case, the information appears in AR System Alert.
2 In the AR System Alert dialog box, click List Alerts.

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3 From the Alert List window, select a request, and double-click it.
The request is displayed.

" To receive notification of change request assignment by email:

1 When you receive email notifying you or your group that a change request
has been assigned to you, log in to Remedy Help Desk Support.
2 Locate the request and open it. You can do this in one of these ways:
! Select the request in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
! Search for the request. For more details, see “Searching for requests” on
page 136.
The request is displayed in the Change Request form. You can now modify
the request.

Accepting change request assignments

During configuration, the application administrator determines to whom
change requests are assigned. This decision is based on criteria such as the
change request’s category, type, or item, and its location. For example, all
change requests that are categorized as hardware might be assigned to the
Support-Hardware group. All change requests that are categorized as
software upgrades and originate from California might be assigned to Sonya
Software in San Francisco. The criteria of the change request, together with
the application administrator’s configuration, determines to whom each
change is assigned. For more information about configuration, see the
Remedy IT Service Management Installation and Configuration Guide.

The change supervisor must make sure that the assignment is correct and
accept the change request. If the assignment is not correct, the change
supervisor can reassign the request to someone in the group, or send a
reassignment request to the manager, asking that the change be reassigned to
another supervisor outside the group.

If a request is assigned to you, your name already appears in the Supervisor

field in the General tab.

If a request is assigned to your group but not to an individual, you can assign
the request to yourself by selecting your name in the Supervisor menu.

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" To accept an assigned change request:

1 Open the request in the Assigned Requests table of the Remedy IT Service
Management Console.
The request is displayed.
2 Set the Status field to Planning.
Note: Do not omit this step. Different escalations can occur based on the
status of the request. If the request is in an Assigned state while you are
working on it, an inaccurate escalation could occur if the request needs to
be escalated.

Depending on how your administrator has configured the settings, and if

Remedy Asset Management is installed at your site, a message might prompt
you to specify whether you want to search for and relate assets to this request.
3 Click Yes if you want to relate assets, or No if you do not.
If you clicked Yes, the Search and Relate form is displayed. For more
information about relating assets, see “Working with related items” on
page 108.
4 Select your name from the Supervisor menu or type your name in the field.
5 Click the Assessment tab.

6 Enter planning information:

! In the Planned Time section, do either of the following:
! Manually enter a Start Date and an End Date, based on the information
in the Requested Date field in the General tab.
! Use the Week or Month buttons to enter a start and end date with a
weeklong or monthlong range.
! To attach a file:
a Right-click in the Attachments table, and click Add.
In the web, click the Add button below the attachments table.

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b In the dialog box that is displayed, select the file to be attached, and choose
Open.
In the web, use the To field to select the attachment pool to which you
want the attachment added.
The file is displayed in the Attachments field.
7 Click the Activity tab, and enter relevant information in the Work Log field.
8 Click Save.
A message reports that the change request has been assigned.

Reassigning change requests and requesting reassignment

If a request is assigned to you, your name appears in the Supervisor field in
the General tab.

If you cannot accept an assigned change request, you can reassign the request
to another change supervisor. You can reassign it to someone in your group
by using the Supervisor menu list. To assign a change request to someone
outside of your group, you must have your manager reassign the change
request.

When you ask that a change request be reassigned, your manager is notified
of the reassignment request. If the manager reassigns the request to another
supervisor, you and the other supervisor are notified that the change request
has been reassigned. Until then, you remain assigned to the request.

If the Auto-Reassign box is checked on the form, the request is automatically

reassigned to the appropriate staff if the information in the Category, Type,
or Item fields is changed.

" To reassign a change request:

1 Select a change request in the Assigned Requests table of the Remedy
IT Service Management Console, and click View.
The request is displayed.
2 In the Supervisor field, select the supervisor to whom you want to assign the
change request
A message reports that your manager will be notified when you save the
request.

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Remedy Help Desk 5.5

3 Click Save.
A message reports who has been notified of the reassignment.

" To request reassignment of a change request:

1 Select the request in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The request is displayed.
2 In the General tab, verify that your name is displayed in the Supervisor field.
3 Click the Activity tab.
4 In the Request Reassignment? field, select Yes.
A message reports that your manager will be notified of the reassignment
request.
5 Click OK to dismiss the message.
6 Click Save.

Searching for requests

The help desk cases and change requests that are assigned to you are
automatically listed in the Remedy IT Service Management Console. You can
also search for and view any requests that your administrator has given you
access to, including those not assigned to you.

To have the Search Change Requests form appear, you may need to set your
personal preferences and select the Open Change Tasking Module option in
the Search For Request Action field. See “Setting New Request and Search for
Request Action preferences” on page 68 for more information. The following
procedure assumes that you selected the Open Change Tasking Module
option as the default Search For Request Action preference.

" To search for a request:

1 On the Remedy IT Service Management Console, click Search for Request.
The Search Change Requests form is displayed.
2 Fill in the applicable fields with the criteria by which you want to define your
search.
3 Click Search.
In Windows, the requests matching the search criteria are displayed in the
Results pane. The selected request is shown in the Details pane.

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In the web, the matching requests are listed in a table at the bottom of the
form.
4 To view the details of another change request, click on the request in the list.
The change request is displayed.

" To view your group’s open change requests in Windows:

1 On the Remedy IT Service Management Console, click Search for Request.
The Search Change Requests form is displayed.
2 Choose Actions > Defined Searches > List Group’s Open Changes.
Your group’s open change requests are displayed in the Results pane.
3 To view the details of a change request, click on the item in the list.
The request is displayed.

" To view your group’s open change requests in the web:

1 On the Remedy IT Service Management Console, click Search for Request.
The Search Change Requests form is displayed.
2 Click Advanced Search.
The advanced search bar appears.
3 Enter the following in the Advanced Search field:
‘Group+’= “<your_group_name>” AND ‘Status’ < “Resolved”
4 Click Search.
5 The matching requests will be listed in the table at the bottom of the form.
If you need to, scroll through the list, or click the Next link above the table to
view more entries.
6 To view a request, click in the row for the request you want to view.

" To view your open change requests in Windows:

1 On the Remedy IT Service Management Console, click Search for Request.
The Search Change Requests form is displayed.
2 Choose Actions > Defined Searches > List My Open Changes.
Your open change requests are displayed in the Results pane.
3 To view the details of a change request, click on the item in the list.
The request is displayed in the Details pane.

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" To view your open change requests in the web:

1 On the Remedy IT Service Management Console, click Search for Request.
The Search Change Requests form is displayed.
2 Click Advanced Search.
The advanced search bar appears.
3 Enter the following in the Advanced Search field:
‘Supervisor+’= “<your_name>” AND ‘Status’ < “Resolved”
4 Click Search.
5 The matching requests will be listed in the table at the bottom of the form.
If you need to, scroll through the list, or click the Next link above the table to
view more entries.
6 To view a request, click in the row for the request you want to view, and click
View.

Modifying existing change requests

As you work on resolving a change request, you will want to modify it
occasionally. For example, if you are working on implementing a change
request that involves updating the requester’s software, you might want to
keep a log of when you ordered the new software, when it arrived, and so on.

" To modify a change request:

1 Locate the request that you want to modify:
! Select the request from the list, and click View.
Or
! Search for the request, as described in “Searching for requests” on
page 136.
The request is displayed.
2 Click the Activity tab.

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3 In the Work Log field, enter any important information about the change
request progress.

4 Click Save.

Working with related items

Remedy Help Desk enables you to create relationships between change
requests, help desk cases, and asset records.

The following example illustrates a situation where you would want to relate
help desk cases with a change request. Several users have called in with
problems about having insufficient memory to run an application. A change
request for upgrading everyone’s memory has already been created and is
pending implementation. In this situation, the help desk cases can be related
to the change request. The change request, in turn, can also be related to the
asset record for the memory.

You can relate change requests to each other, to assets, or to help desk cases:
! Relating change requests to other change requests—By creating
relationships between change requests, you can work with multiple
change requests at the same time.
For example, the operations department submits a change request to have
their email software upgraded. While supervising the change request, you
notice that most of the department computers do not have enough
memory to run the new email software. You open a related change request
for the department to have a memory upgrade.

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! Relating change requests to assets—When you work with a change

request, you might need to work with a related asset record. For example,
if you are working on a change request to upgrade memory for an entire
department, you will need to work with the asset records for the individual
department members and for the memory in inventory.
! Relating change requests to help desk cases—When you work with a
change request, you might need to work with a related help desk case. For
example, if a change request for a server upgrade resulted in connection
problems for several requesters, you can relate the help desk cases about
the connection problems to the change request for the server upgrade.

" To view requests related to a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Related Items tab.

3 From the Show menu, choose the related requests that you want to view:
! All Related Items shows all related change requests, asset records, and help
desk cases.
! Related Assets shows only the related asset records.
! Related Change Requests shows only the related change requests.
! Related Help Desk Cases shows only the related help desk cases.
All specified requests are displayed in the Related Items table.
If no related items exist for the request, the tab displays the message: “No
records were found related to this change request.”
4 To view a related request, select it, and click View.
The request is displayed.

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" To remove a related request from a change request:

1 Select the request in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The request is displayed.
2 Click the Related Items tab.
3 From the Show menu, select one of the display options.
All of the specified requests are displayed in the Related Items table.
If no related items exist for the request, a message appears above the table.
4 To remove a relationship, select an item, and click Remove Relationship.
A message asks you to confirm that you want to remove the relationship.
5 Click Yes.
6 Click Save to save the changes to the original request.

" To relate a new request to an existing change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Related Items tab.
3 In the Create New Related Record region, select the appropriate request type
from the Record Type field.
4 Click Create.
The form for that request type is displayed.
5 Create a new request:
! For information about creating a new help desk case, see “Creating a new
help desk case” on page 86.
! For information about creating a new change request, see “Creating a new
change request” on page 123.
! For information about creating a new asset record, see “Creating asset
records” on page 160.

6 When you have finished creating the new request, click Save.
A message reports that you have created a new request. Another message tells
you that the two requests have been related.

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7 Click OK to close each dialog box.

The form for the new request closes.
8 If the newly related item does not appear in the Related Items table, refresh
the table manually by clicking the Refresh button below the table.
9 Click Save.

" To relate existing requests to an existing change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click Details.
The request is displayed.
2 Click the Related Items tab.
3 In the Search for Existing Record to Relate region, select the appropriate
request type from the Record Type field.
4 Click Search.
The Search and Relate dialog box is displayed, listing the requests according
to the value in the Search with the Same field.

5 In the Search with the Same field, select another value if you want to change
the search.
To refine the search criteria, click the Advanced tab and enter more specific
search criteria.
6 Click Search.
The Search Results list shows the requests matching the search criteria.
7 To view more information about a request, select it, and click View.

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8 Click Close.
9 To relate a request, select it, and click Relate.
A message reports that the request has been related.
10 Click Close to save the change request to which you were relating the other
request.

Planning, creating, and assigning tasks

Creating and resolving a change request can be a complex procedure that
requires several steps. Remedy Help Desk Support enables you to subdivide
a change request into several components, or tasks.

You can create new tasks for a change request. You can also add predefined
tasks to a change request. Predefined tasks are a set of tasks that comprise a
change request. For example, the predefined tasks for Upgrade Memory are
“Get memory hardware asset from inventory” and “Install memory.” When
you create predefined tasks, the tasks are automatically related to the change
request.

The Remedy Help Desk administrator predefines tasks when configuring the
Change Tasking module. For information about creating predefined tasks,
see the Remedy IT Service Management Installation and Configuration Guide.

A change request can consist of several tasks. You can open each task, assign
the task to a support staff member, and change the Plans and Planned Dates
as needed.

For example, to solve a requester’s disk space problem, you might create a
change request to upgrade the requester’s disk drive. You could add these
predefined tasks:
! Order drive
! Back up data
! Format new drive
! Reinstall software
! Restore data on new machine

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" To create new tasks for a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Verify that the Status field is set to Planning.
3 Verify that the Start and End Date fields in the Assessment tab are filled in
with the planned dates.

4 Click the Tasks tab.

5 Click Create New Tasks.

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The Change Task Information form is displayed.

6 Enter the following information in the top part of the form:

! Summary—Enter a brief description of the task.
! Status—By default, the Status is set to New. If you are ready for an
implementor to begin work on the task, set the Status field to Scheduled.
! Description—Enter a detailed description of the task and what is involved
in performing it.
! Work Order—If the task is being contracted to a third party, select Yes to
access the Work Order tab and enter work order information for the task.
See “Tasks as work orders” on page 148.
Note: The Auto-ReAssign check box can be used when you are modifying a
task, to have a task reassigned automatically to another implementor
when the Category, Type, or Item are changed. This check box is enabled
when you open the Task Information form in Modify mode. For more
information, see “To reassign a task:” on page 157.

7 Optionally, enter the following information in the Task Info tab:

! Group—Select a task implementor group.
! Implementor—Select an implementor.
8 Click Save.

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9 Click Close to close the Change Task form.

The new tasks are displayed in the Tasks for Change Request list.

" To add predefined tasks to a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Verify that the Status field is set to Planning.
3 Verify that the Start and End Date fields in the Assessment tab are filled in
with the planned dates.
4 Click the Tasks tab.
5 Click Select Predefined Tasks.
The Show Predefined Tasks For dialog box is displayed.
6 In the Show Predefined Tasks For menu, choose a task set.
The predefined tasks appear in the list.

7 To add a single task to the change request, select the task, and click Add
Selected Task. To add all tasks to the change request, click Add All Tasks.
A message reports that the tasks have been added.
8 Click Close.
The selected tasks appear in the Tasks for Change Request table.

" To cancel a task from a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Tasks tab.

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3 Select the task you want to cancel, and click Cancel Task.
The Task Work Log dialog box is displayed.
4 In the Work Log field, enter a reason for canceling the task.
5 Click OK.
The task status changes to Closed.

" To view a task associated with a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Tasks tab.
The tasks for that change request are listed. If they do not appear, click the
Refresh button to update the table. If no tasks exist for the change request, a
message is displayed above the table stating that no tasks were found for the
change request.
3 To view the information associated with a task, select the task, and click View.

" To modify a task within a change request:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Tasks tab.
3 Select the task that you want to modify, and click View.
The task is displayed.
4 Change the appropriate fields.
5 Click Save.
A message confirms the change.
6 Click Close.

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Tasks as work orders

Change tasks can also be work orders that have been contracted to outside
departments or third party organizations. You can view the work order
information through an optional tab. The Remedy Help Desk application
also is shipped with a web service that enables you to query or modify work
order information over the Internet or a corporate intranet, using an external
application.

" To specify a change task as a work order:

1 Open the change task.
2 In the Work Order field, select Yes.
The Work Order tab is enabled.
3 Click the Work Order tab.

4 In the Company Name field, select a company name.

The contacts for that company are listed in the table. You can add, remove,
or modify contacts. For more information, see “Updating contact
information for a work order” on page 150 and “Adding or removing contact
information for a work order” on page 151.
5 If you have sent any information to this company about the work order, enter
the date it was sent in the Date Info Sent field.
6 If you are expecting a response from the company by a specific date, enter
that date in the Date Response Expected field.
7 Add any other relevant comments about the task, such as budget or schedule
information.
8 In the Method field, select Web Service if the work order is being transmitted
via a web service, or select Manual if the work is being transmitted manually.
9 In the Order Accessible field, select Yes if the work order information is
available for processing now by way of a web service, or select No if it is not.

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10 If the vendor uses confirmation codes for work orders, enter the vendor’s
confirmation code for the work order.
11 Click Save.

Updating work order and company information

You can update information about a work order from the Work Order tab.

" To update work order information:

1 Display the change task with the work order whose information you want to
change.
2 Click the Work Order tab.
3 Make the appropriate updates to the date, comments, or Methods fields.
4 To update company information, use the following procedure.
5 Click Save.

" To update company information for a work order:

1 In the Work Order tab, click the View button next to the Company Name
field.
The Company Information form is displayed.

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2 Update the company information at the top of the form as needed.

3 Click the Location tab, and update the company address information as
needed.
4 Click the Miscellaneous tab, and enter any relevant information concerning
the vendor’s lead time for the work order, hours of operation, cost center,
time zone, budget code (if any) currency used for the vendor, and any
pertinent notes about the work order. This information is optional.

Updating contact information for a work order

You can update the information about each of the contacts for the company
specified in a work order.

" To update contact information for a company:

1 Display the change task that has the work order whose contact information
you need to update.
2 Click the Work Order tab.
3 Click the View button next to the company name.
4 In the Company Information form, click the Contacts tab.
5 Select a contact from the Company Contacts table, and click View.
The Contact Information form is displayed.

6 Update the information as needed.

! The Classification tab specifies the type of contact, including
organizational area and type of company.
! The Contact Details tab provides phone, pager, web, and other contact
options.
! The Contact Address tab specifies the corporate address for this contact.

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7 Click Close to close the Contact Information form.

8 Click Close to close the Company Information form.
9 Click Save to save the new the task information.
10 Click Close.

Adding or removing contact information for a work order

If you have a new contact, or if a contact you are working with is no longer
involved with a work order, you can add can add and remove contact names
as needed.

" To add a work order company contact:

1 Display the change task with the work order for which you want to add a
contact.
2 Click the Work Order tab.
3 Select a company from the list.
4 Click View.
The Company Information form is displayed.
5 Click the Contacts tab.
6 Click Add.
7 The Contact Information form is displayed.
8 Enter the contact information:
a In the top part of the form, fill in the required fields:
! In the Full Name field, enter the contact’s first and last name.
! In the Status field, select a status of the contact (for example, New if this
is a new contact),
! In the Notification Method field, select the type of notification to be
used for the contact (for example, email).
The Company Name and company ID fields are filled in automatically.
b In the Classification tab, fill in the fields:
! In the Contact Type field, select the type of contact (for example,
Primary or Secondary).
! (Optional) In the Company Type field, enter any relevant information
about the company.

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c In the Contact Details field, enter the applicable contact specifics, such as
phone number, email address, or pager information. If you selected email
as the notification method, you must enter an email address for the
contact in the Email field.
d In the Contact Address tab, enter mailing address information for the
contact.

9 Click Save to close the Contact Information form.

The new contact appears in the Company Contacts table of the Company
Information form.
10 Click Close to close the Company Information form.

" To remove a work order company contact:

1 Display the change task with the work order for which you want to remove a
contact.
2 Click the Work Order tab.
3 From the Company Name field, select the company with the contact you
want to remove.
4 Click View.
The Company Information form is displayed.
5 Click the Contacts tab.
6 In the Company Contacts table, select the contact you want to remove.
7 Click Remove.
8 Click Save.
9 Click Close to close the Company Information form.

Assigning tasks to task implementors

As a change supervisor, you will assign tasks to task implementors who must
then complete them.

When you assign the change task, the assignee is automatically notified. The
change task is listed in the Assigned Requests list in the Remedy IT Service
Management Console, along with any other change requests.

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" To assign a task to a task implementor:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Tasks tab.
The tasks associated with the change request are listed in the Tasks for
Change Request table.
3 Select the task, and click View.
The task is displayed.
4 In the Group field, select the appropriate group.
5 In the Implementor field, select the person to whom you want to assign the
task.
6 In the Status field, select Scheduled.
7 Click Save.
A message reports that the assignee has been notified of the task, followed by
another message that the task has been modified.
8 Click Close.
9 Click Save to save the changes in the change request.

Responding to task reassignment requests

As a change supervisor, you might need to reassign tasks to implementors.
When a task implementor requests reassignment, you are notified. Upon
reviewing the task, you can decide to reassign the change to another task
implementor, or to deny the reassignment request.

If you reassign the change task, the previous and new assignees are
automatically notified of the changed assignment. If you deny the
reassignment, the current assignee is informed that the assignment has not
changed and the request was denied.

" To respond to task reassignment requests:

1 Select the change request in the Assigned Requests table of the Remedy IT
Service Management Console, and click View.
The request is displayed.
2 Click the Tasks tab.

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The tasks associated with the change request are listed in the Tasks for
Change Request table.
3 Select the task that you want to reassign, and click View.
The task is displayed.
4 Approve or reject the reassignment request. To reassign the change task:
a Select No from the Request Reassignment field.
b Select a new staff member from the Implementor menu list.
If you decide to deny the request, select No from the Request Reassignment
field.
5 Click Save.
6 Click Close.

Resolving change requests

A change request is assigned a status of Resolved automatically when all of its
tasks are closed. The change supervisor and the requester are notified when
the change request is resolved.

The requester closes the request upon verifying that it is resolved

satisfactorily. If the requester does not close the change request within the
allowed response time of it being resolved, the AR System automatically
closes the request. The allowed response time depends on how the Remedy
Help Desk administrator has configured the Change Tasking module.The
Closure Code for the change request notes that the change was automatically
closed.

Note: A change request is automatically resolved only when all of its tasks are
closed. Automatic resolution does not occur when any of the tasks are
cancelled.

Closing change requests

Usually, when you resolve a change request, the requester is notified that the
request is resolved. The requester can then close the request. However, there
might be occasions when you must close the request yourself. You can do so
if you are the change supervisor for the request.

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" To close a change request:

1 Search for the request that you want to resolve, and open it, as described in
“Searching for requests” on page 136.
The request is displayed.
2 Click the Activity tab.
3 In the Work Log field, enter any relevant information about closing the
request.
4 In the Status field, select Closed.
5 In the Closure Code field, choose the closure code that most accurately
describes the situation for the request.
For example, if all known issues are resolved for the request, select Successful.
If you are closing the request but some unresolved issues remain, select
Successful with Problems. (You also may want to note those problems in the
work log.)
6 Click Save.

Working with Change Tasking as a task implementor

Task implementors are the people or groups responsible for completing
change tasks related to a change request.

When a change supervisor assigns change tasks, the task implementors are
notified of tasks assigned to them by email, paging, or AR System Alert. After
a task is assigned, task implementors can log their progress as they complete
the task. When all of the tasks related to a change request are closed, the
change supervisor and requester are notified that the change request is
resolved.

This section explains the Support view of the Change Tasking module and
the actions you can perform as a task implementor.

Accepting task assignments

The Remedy Help Desk application handles automatic assignment of tasks
exactly as it does the automatic assignment of change requests and help desk
cases. For information about receiving assignments, see “Receiving
notification of change request assignments” on page 132.

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" To accept an assigned change task:

1 Select a change task in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The task is displayed.

2 Update the Work Log field with information about the progress you have
made on the task.
3 In the Status field, choose WorkInProgress.
4 Optionally, click the Assessment tab, and enter planning information in the
Plans field.
5 In the Implementor field, select your name.
6 Click Save.

Requesting change task reassignment

If a task is assigned to you, your name appears in the Implementor field in
the Tasks Info tab.

If you cannot accept an assigned task, you can reassign it to someone in your
group, or ask your change supervisor to assign it to someone else outside of
your group. When the change supervisor reassigns the task, you and the
other task implementor are notified that the task has been reassigned.

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" To reassign a task:

1 Select the task in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The task is displayed.
2 In the Implementor field, select another implementor.
3 Click Save.
A message tells you who has been notified of the reassignment.

" To request reassignment of a task:

1 Select the request in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The request is displayed.
2 In the Tasks Info tab, select Yes in the Request Reassignment field.
3 Click Save.
A message reports that your supervisor will be notified of the reassignment
request.
You are notified when the change supervisor either reassigns the change task
or rejects the reassignment request. Until the change supervisor takes an
action to reassign the change task, you are still assigned to the task.

Viewing and modifying tasks

The Remedy IT Service Management Console lists all requests assigned to
you, including all change tasks. You can view individual requests.

" To view your assigned tasks:

" Select the task in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The task is displayed.

" To modify a task:

1 Select the task in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The task is displayed.
2 Update the fields as appropriate.

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3 In the Assessment tab, update the Work Log field with information about
your progress.
4 Click Save.
5 Click Close.

Closing tasks
When you have completed a change task, you are ready to close it. When all
of the tasks that comprise a change request are closed, the change request is
automatically assigned a status of Resolved. The change supervisor and the
requester are notified when the change request is resolved.

" To close a task:

1 Select the task in the Assigned Requests table of the Remedy IT Service
Management Console, and click View.
The task is displayed.
2 Update the fields as appropriate.
3 In the Assessment tab, update the Work Log field.
4 Set the Status to Closed.
5 Select a Closure Code.
For example, if the task was completed with no obstacles, choose Successful;
if completion of the task required workarounds, choose Successful with
Problems.
6 Click Save.
7 Click Close.

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6 Working with the Asset

Inventory Module as Support

The Asset Inventory module of the Remedy Help Desk Support application
provides you with a quick and convenient method of tracking your
company’s IT assets. Use Asset Inventory to create asset records and related
component records.
Remedy Help Desk administrators customize the Asset Inventory module for
the organization’s use. The Remedy IT Service Management Installation and
Configuration Guide describes these customization tasks.
The following topic areas provide information about using the Asset
Inventory module to create and manage asset records and asset components.
! “Working with assets” on page 160
! “Working with asset components” on page 166
! “Working with related items” on page 172

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Working with assets

As a support staff member, you can use the Asset Inventory module to
perform basic activities with asset information. This entails creating asset
records and their related component records. To maintain this data, you
enter information in the asset record’s Asset Maintenance fields and ensure
that the status for the asset is current.

You can also relate help desk cases and change requests to asset records.

Creating asset records

When you receive requests for upgrades to the latest version of a product
such as hardware or software, you need to create asset records to track the
asset.

" To create an asset record:

1 On the Remedy IT Service Management Console, click Track Assets.
The Select an Action dialog box is displayed.

2 Click New Asset.

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The Asset Information form is displayed.

3 Fill in all required fields. Required fields are shown in boldface type:
! ID—Type a unique alphanumeric value in the ID field.
! Name—Enter a descriptive name for the asset.
! Status—Select a value, or accept the default value of Ordered.
! Category—Select a category. The values you can choose are determined
by the administrator.
! Type—Select a type. The values you can choose are determined by the
category you chose, and by the administrator.
! Item—Select an item. The values you can choose are determined by the
type you chose, and by the administrator.

4 Select values from the Region, Site, and Department menus.

5 Fill in the fields in the General tab:
! Serial Number—Type the serial number of the asset.
! Install Date—Enter the expected installation date for the asset.
Note: When the asset’s status is set to Deployed, this field is automatically set
to the current date.

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! Depreciation Cost—Select a currency type from the menu (for example,

United States dollars). The code for that currency type (for example, USD)
appears in the field. Then, enter the asset’s depreciation value. Only
managers and administrators can enter values in this field.
! Associations—This field enables you to group items. If applicable, select
the item with which you want to associate the asset. You can select more
than one value. All associations are listed in the field. Associations are
created by your administrator.
! Notes—Enter any notes pertinent to this asset. They will be saved in the
Audit Trail when you save the asset.
! Y2K Compliant—Select Yes, No, or N/A.

6 Click Save to submit the new asset record.

Searching for asset records

When you want to update an asset record, you must locate it first.

" To search for an asset record:

1 From the Remedy IT Service Management Console, click Track Assets.
The Select an Action Information dialog box is displayed.
2 Click Search for Asset.
The Search Asset Records form is displayed.

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3 Fill in the fields that you want to use as search criteria.

4 Click Search.
In Windows, requests matching the search criteria are displayed in the
Results pane. In the web view, matching records are listed in a table at the
bottom of the form.
5 To view the details of an asset record, click on the item in the list.

Searching for owners, users, or managers of assets

When you are creating new assets or modifying existing assets, you might
need to search for records of owners, users, or managers of assets. These
records are maintained in the People database.

" To search for the owner, user, or manager of an asset:

1 Display the asset record whose owner, user, or management information you
want to find. For more information, see “Searching for asset records” on
page 162.
2 In the Asset Information form, click the People tab.

The owners, users, or managers related to this asset are listed in the table. If
there are none, a message appears above the table stating that no owners,
users, or managers were found for the asset.
3 To view the record in the table, select the record, and click View.
The record is displayed in the Person Information form.

Adding and removing owners, users, or managers of assets

When you create a new asset record, you might find that you need to add or
remove a user, owner, or manager for that asset.

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" To add an owner, user, or manager for an asset:

1 Display the asset to which you want to add an owner, user, or manager.
2 In the Asset Information form, click the People tab.

3 Click Add.
The Select Type dialog box appears.

4 Select either Individual or Group, and click OK.

The Search People dialog box appears.

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5 Enter search criteria in any of the fields, and click Search.

Matching entries are listed in the Search Results table.
6 Select an entry, and click OK.
7 In the Select Role dialog box, select a role. Options are User, Owner, and
Asset Manager.
8 Click OK.
A message reports that the selected person is now related to the asset, and that
person’s name is added to the Users, Owners, and Managers of this Asset
table.

9 Click Save.
10 Click Close to close the Asset Information form.

" To remove an owner, user, or manager from an asset record:

1 In the Asset Information form, click the People tab.
2 Select the owner, user, or manager record you want to remove.
3 Click Remove.
The name is removed from the list.

Modifying asset records

After you locate an asset record, you can modify it to reflect maintenance
activity and to update the status.

" To modify an asset record:

1 Search for an asset as described in “Searching for asset records” on page 162.
2 Modify the asset record as needed.
3 Click Save.

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Working with asset components

Depending on the level of asset definition in your organization, you might
also need to create asset components. These component records can be
created when you create the main asset record, or you can create component
records independently of the main asset.

Creating asset components

If your organization tracks items such as disk drives and display monitors as
components, you will need to create records for each of these components.
For example, if you are configuring a new computer system for a requester
and have created an asset record for the workstation, you will need to also
create component records for the monitor, the hard drive, and the CD-ROM.

Whether a component is linked to an asset depends on whether you create it

from the Remedy IT Service Management Console or from within an asset:
! If you create the component directly from the Remedy IT Service
Management Console, the component is not linked to an asset unless you
specifically relate it. It exists independently in inventory.
! If you create a component from within an asset, the component is
automatically linked to that asset.

" To create an asset component from the Remedy IT Service Management

Console:
1 From the Remedy IT Service Management Console, click Track Assets.
The Select an Action dialog box is displayed.

2 Click New Component.

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The Component Information form is displayed.

3 Fill in all the required fields, shown in bold font on the form:
! ID—Enter a unique alphanumeric value in the ID field.
! Status—Select a value. If you choose Relate to Main Asset, you can relate
the component to an existing asset.
! Category—Select a category. The values you can choose are determined
by the administrator.
! Type—Select a type. The values you can choose are determined by the
category you chose, and by the administrator.
! Item—Select an item. The values you can choose are determined by the
type you chose, and by the administrator.

4 Select values for the Region, Site, and Department fields.

5 In the Serial Number field, enter the component’s serial number.
6 If applicable, in the Main Asset ID field in the General tab, enter the ID of the
main asset.
This field is enabled only if Related to Main Asset is selected in the Status
field. To view a list of existing assets:
a Click in the field, and press Enter.
A selection list is displayed, showing the ID numbers for existing assets.
b Select the asset that you want to relate the component to.

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c Click OK.
The asset ID appears in the field.
7 Fill in the remaining fields in the General tab:
! Install Date—Enter the component’s installation date, if applicable.
! Part Number—Enter the component’s part number, if applicable.
! Version—Enter the component’s version number, if applicable.
! Licenses—Enter the number of licenses available for the component, if
applicable.
! Notes—Enter any relevant comments about the asset. When the
component record is saved, your notes will be added to the audit trail.

8 Click Save to create the asset record.

9 Click Close to close the Asset Component form.

" To create an asset component from within an asset record:

1 Display the asset record to which you want to add a component.
2 Click the Components tab.

3 Click Create New Component.

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The Component Information form is displayed.

4 Fill in the fields, as described in “To create an asset component from the
Remedy IT Service Management Console:” on page 166.
The Main Asset ID field automatically contains the ID of the asset from
which you are creating the component. You cannot change this entry.
5 When you are finished, click Save.
6 Click Close to close the form.
The component that you have created is listed in the Components tab of the
asset record.

Searching for asset components

When responding to a help desk case, it is useful to know which components
are a part of the main asset.

" To search for an asset component record:

1 On the Remedy IT Service Management Console, click Track Assets.
The Select an Action dialog box is displayed.
2 Click Search for Component.

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The Component Information form is displayed.

3 Fill in the fields that you want to use as search criteria.

4 Click Search.
In Windows, asset components matching the search criteria are displayed in
the Results pane. In the web, matching asset records are listed in the table at
the bottom of the form.
5 To view the details of an asset component, click on the item in the list.
The asset component is displayed in the Details pane.

Linking asset components to asset records

You can search for asset components in inventory, and link them to asset
records. If you need to remove a linked component, you can do so and
thereby return the component to inventory.

" To search for a component in inventory:

1 Display an asset record.
2 In the Asset Information form, click the Components tab.
3 Click Search for Inventory.

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The Components in Inventory form is displayed.

4 Select the search criteria by selecting values for the Category, Type, and Item
fields.
5 Click Search.
The Search Results table displays the list of possible matches.
6 To perform another search with different criteria, click Clear Fields, select the
new criteria, and click Search.
7 Click Close to close the form.

" To link a component to an asset record:

1 Open the asset record to which you want to link a component.
2 Search for the component as described in “To search for a component in
inventory:” on page 170.
3 To view a component, select the item in the Search Results table, and click
Details.
The Asset Component form is displayed. You can modify the asset
component if necessary.
4 Click Close to close the form.
5 To relate the component in inventory to the current asset record, click Link
To Asset.
A dialog box reports that the component has been linked to the asset.

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6 Click OK to dismiss the message.

7 Click Close to close the Components in Inventory form.

" To remove a linked component from an asset record:

1 Open the asset record from which you want to remove a component.
2 Click the Components tab.
The components that are linked to the asset are listed.
3 Select the component that you want to remove.
4 Click Return To Inventory.
The component is removed from the list.

Working with related items

Assets can affect, and can be affected by, help desk cases and change requests.
Remedy Help Desk enables you to create relationships between assets, help
desk cases, and change requests to reduce potential conflicts over IT
resources.

You can relate assets to each other, to change requests, or to help desk cases:
! Relating assets to other assets—When you work with an asset, you might
need to work with a related asset. For example, you might have a printer
to which many computers are connected. You could create relationships
between the asset records of the printer and the computers connected to
it, which could help you quickly determine who has access to the printer.
! Relating assets to change requests—When you work with an asset record,
you might need to work with a related change request. For example, if a
change request requires ordering an asset, you can relate the asset to the
change request when you receive the asset.
! Relating assets to help desk cases—When you work with an asset record,
you might need to work with a related help desk case. For example, if the
solution to a help desk case is to add more memory to a workstation, you
may need to relate the help desk case (there is not enough memory) to the
asset record for the workstation (purchasing additional memory).

" To view requests related to an asset record:

1 Open an asset record.
2 Click the Related Items tab.

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3 From the Show menu, choose the related requests that you want to view:
! All Related Items shows all related asset records, change requests, and help
desk cases.
! Related Assets shows only the related asset records.
! Related Change Requests shows only the related change requests.
! Related Help Desk Cases shows only the related help desk cases.
All specified requests are displayed in the Related Items table.

If no related items exist for the request, a message appears above the table
stating that no related items were found.
4 To view a related request, select it, and click View.
The request is displayed in its form.

" To remove a related request from an asset record:

1 Open an asset record.
2 Click the Related Items tab.
3 From the Show menu, select one of the options to specify the type of requests
to display. Options are Asset Records, Change Requests, and Help Desk
Cases.
All of the specified requests are displayed in the Related Items table.
If no related items exist for the request, a message appears above the table.
4 To remove a relationship, select an item, and click Remove Relationship.
A message asks you to confirm that you want to remove the relationship.
5 Click Yes.
6 Click Save to save the changes to the asset.

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" To relate a new request to an asset record:

1 Open an asset record.
2 Click the Related Items tab.
3 In the Create New Related Record region, select a request type from the
Record Type field. Options are Asset Records, Change Requests, and Help
Desk Cases.
4 Click Create.
The form for that request is displayed.
5 Create a new request:
! For information about creating a new asset record, see “Creating asset
records” on page 160.
! For information about creating a new change request, see “Creating a new
change request” on page 123.
! For information about creating a new help desk case, see “Creating a new
help desk case” on page 86.

6 When you have finished creating the new request, click Save.
A message reports that you have created a new request. Another message tells
you that the two requests have been related.
7 Click OK to close each dialog box.
The form for the new request closes.
8 If the related item does not appear in the Related Items table, refresh the table
manually by clicking the Refresh button.
9 Click Save to save the changes.

" To relate existing requests to an asset record:

1 Open an asset record.
2 Click the Related Items tab.
3 In the Search for Existing Record to Relate region, select the appropriate
request type from the Record Type field.
4 Click Search.

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The Search and Relate dialog box is displayed, listing the requests according
to the value in the Search with the Same field.

5 In the Search with the Same field, select another value if you want to change
the search. Or, to refine the search criteria, click the Advanced tab and enter
more specific search criteria.
6 Click Search.
The Search Results list shows the requests matching the search criteria.
7 To view more information about a request, select it, and click Details.
The request is displayed.
8 Click Close.
9 To relate a request, select it, and click Relate.
A message reports that the request has been related.
10 Click Save to save the asset record.

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Chapter

7 Help Desk Management

The Remedy Help Desk Management application enables the management

of an IT organization to oversee its daily operations. The following topic
areas provide information about the Management role of the Help Desk
application and the activities you can perform as a manager.
! “Working with Remedy Help Desk as management” on page 178
! “Approving solutions” on page 181
! “Handling reassignment requests” on page 183
! “Handling escalations” on page 186
! “Reviewing surveys” on page 188
! “Working with reports” on page 189
! “Using the Bulletin Board” on page 189
! “Using reminders” on page 189
! “Creating new help desk cases and change requests” on page 190
! “Searching for requests” on page 190
! “Creating and tracking assets” on page 190

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Working with Remedy Help Desk as management

Managers oversee operation of the IT organization. This includes performing
daily management activities (such as handling escalations and approving
solutions) and tracking performance measurements related to the IT
organization.

Managers can run reports on help desk cases, on change requests, and on
asset inventory. These reports enable managers to plan resources and to
identify trends in the types of upcoming cases, change requests and tasks, and
assets that warrant further investigation. Managers can also view reports
based on customer satisfaction feedback on help desk cases and change
requests.

Note: The Remedy Help Desk Management application includes all the
functionality of the Remedy Help Desk Support application and its three
modules. Managers can perform all the tasks that the support staff can
perform using the Remedy Help Desk Support application—set the same
preferences, use reminders, and perform many other functions. The
following sections, therefore, cover only those activities that managers can
do in addition to the support tasks. For instructions about providing
support tasks, see the following sections:

! “Remedy Help Desk Support” on page 53

! “Working with the Help Desk Module as Support” on page 83
! “Working with the Change Tasking Module as Support” on page 119
! “Working with the Asset Inventory Module as Support” on page 159

" To access the Remedy Help Desk Management application in Windows:

1 Double-click the icon that your administrator has set up for you on your
desktop.
The Login dialog box is displayed.
2 Enter your AR System user name and password, and click OK.
Unless your administrator has provided specific information for the
Authentication field, you may leave that field blank.

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The Remedy IT Service Management Console is displayed.

" To access the Remedy Help Desk Management application from a browser:
1 From a browser, enter the following URL:
http://<web_server>:<port>/arsys/apps/default/<ar_server>/ITSMHD/
RemedyManager_Administrator.jsp
The Login window is displayed.
2 Enter your AR System user name and password.
3 Click Login.
4 The IT Service Management Console for the Management application is
displayed.

Using the Remedy IT Service Management Console

The Remedy IT Service Management Console is the primary interface for
your work as a Remedy Help Desk manager. It provides the following links:
Quick Links
! New Request
! Search for Request
! Search Task
! Track Assets

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Other
! Reports
! Reminders
! Preferences
! Help
! Logout (web only)

The following paragraphs explain these options.

New Request
Click New Request to create a new request. The form that opens depends on
how you have set your New Request Action preference. See “Setting personal
preferences and options” on page 66 for more information.

Search for Request

Select Search for Request to search for existing requests. The form that opens
depends on how you have set your Search for Request Action preference. See
“Setting personal preferences and options” on page 66 for more information.

Search Task
Select Search Task to search for existing change tasks.

Track Assets
Select the Track Assets to display the Track Asset Information dialog box,
from which you can create and search for assets and components.

Reports
Select Reporting to generate predefined reports on help desk cases, change
requests, and asset records. You can view reports with the built-in Crystal
Reports viewer. For more information about reporting, see Chapter 8,
“Working with reports.”

Reminders
Select Reminders to create and display reminders.

Help
Select Help to display online help for the Support role.

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Using the Manager View By menu

The View By menu in the Remedy IT Service Management Console provides
an easy way for you to access lists of important requests and other
information.

" To use the View By menu:

1 On the Remedy IT Service Management Console, select an item from the
View menu. The following options are available:
! Escalated Requests lists all requests that have been escalated. For
information about working with escalations, see “Handling escalations”
on page 186.
! Urgent Requests lists all requests that have Urgent priority.
! High Requests lists all requests that have High priority.
! Requests Assigned To enables you to enter or select a person’s name to
view a list of all requests assigned to that person.
! All Open Requests lists all requests that have not been resolved or closed.
! Solutions to Approve lists all solutions that you are requested to approve.
For information about working with solutions, see “Approving solutions”
on page 181.
! Reassignment Requests lists all requests that you have been asked to
reassign. For information about reassigning requests, see “Handling
reassignment requests” on page 183.
! Responded to Surveys lists all the surveys that requesters completed after
their requests were resolved. For information about survey responses, see
“Reviewing surveys” on page 188.
If there are no matching request for the type you specified, a message is
displayed on the console.
2 To open an item in the list, select it, and click View.
The item appears in its form.

Approving solutions
When a support staff member proposes a solution for a help desk case, you
are notified of the solution requiring approval. You can then review the
solution for completeness and accuracy, and you can approve or reject it.
When you approve it, the solution becomes available to support staff and
requesters for general use.

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" To approve a solution:

1 In the Remedy IT Service Management Console, select Solutions to Approve
from the View By menu.
Solutions pending approval are listed.

2 Select the solution you want to review, and click View.

The Solution form opens, showing additional information about the
solution.

3 To change the solution, edit the Summary and Description fields as needed.
4 Make the appropriate selection in the Status field.

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! To approve the solution, choose Current.

! If you do not want to approve the solution, choose Obsolete.
! If you do not understand the solution, leave its status as Proposed, and
contact the support individual who suggested it.

5 Optionally, enter information in the History Log that pertains to the

approval of this solution; for example, the reason the solution was not
approved, or changes you made to the solution before approving it.
6 Click Save.

Handling reassignment requests

When a support staff member indicates that they want a help desk case or
change request reassigned to someone else, you are notified. After reviewing
the reassignment request, you can assign the request to another support staff
member, or you can deny the request.

Reassigning help desk cases

" To respond to reassignment requests for help desk cases:
1 In the Remedy IT Service Management Console, select Reassignment
Requests from the View By menu.
All cases requiring reassignment are listed in the table.
2 Select the case that you want to reassign.
3 Click View.
The case is displayed.
4 Review the case.
5 Reassign the case, or deny the reassignment.
To reassign the case:
a If appropriate, modify the group and individual information.
! Select another group from the Group field.

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Remedy Help Desk 5.5

! Select another support staff member from the Individual field.

b Click the Activity tab.

c In the Request Reassignment field, select No.

d Click Save.
A message reports that the support staff member requesting reassignment
and the newly assigned support staff member have both been notified of
the reassignment.
If you decide not to reassign the case:
a In the Request Reassignment field, select No.
b Click Save.
A message reports that the support staff member has been informed that
the request for reassignment was denied.
6 Click Close.

Reassigning change requests

" To respond to reassignment requests for change requests:
1 In the Remedy IT Service Management Console, choose Reassignment
Requests from the View By menu.

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All requests requiring reassignment are listed in the table.

2 Select the change request that you want to reassign.
3 Click View.
The selected change request is displayed.
4 Review the change request.
5 Reassign the change request, or deny the reassignment.
To reassign the change request:
a If appropriate, modify the group and individual names in the General tab.
! Select another group from the Group field.
! Select another supervisor from the Supervisor field.
b Click the Activity tab.
c In the Request Reassignment field, select No.
d Click Save.
A message reports that the support staff member requesting reassignment
and the newly assigned support staff member have both been notified of
the reassignment.
If you decide not to reassign the request:
a In the Request Reassignment field, select No.
b Click Save.
A dialog box reports that the support staff member has been informed that
the request for reassignment was denied.
6 Click Close to close the form.

Reassigning change tasks

" To respond to reassignment requests for change tasks:
1 In the Remedy IT Service Management Console, select Reassignment
Requests from the View menu.
All requests requiring reassignment are listed in the table.
2 Select the change task that you want to reassign.
3 Click Details.
The selected task is displayed.
4 Review the task.
5 Reassign the task, or deny the reassignment.

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To reassign the task:

a If appropriate, select another group from the Group field.
b If appropriate, select another supervisor from the Supervisor field.
c In the Request Reassignment field, select No.
d Click Save.
A message reports that the support staff member requesting reassignment
and the newly assigned support staff member have both been notified of
the reassignment.
If you decide not to reassign the task:
a In the Request Reassignment field, select No.
b Click Save.
A message reports that the support staff member has been informed that
the request for reassignment was denied.
6 Click Close to close the form.

Handling escalations
When escalations are enabled, Help Desk cases and change requests are
automatically escalated as soon as escalation criteria are met. Escalation
criteria are set by the Help Desk administrator. For example, a case could be
escalated if it is not marked a Work in Progress within a certain time period.

When an escalation occurs, you are notified. Strategies for dealing with
escalations differ among organizations, but can include the following
actions:
! Reassigning the escalated request to another support staff member
! Contacting the requester for more information about the request

Reassigning an escalated request

When a request is escalated, it might need to be reassigned to a specific
supervisor or group. For example, an organization might have a group that
focuses specifically on escalations.

Use the following procedure to escalate a change request or help desk case.

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" To reassign an escalated request:

1 Choose Escalated Requests from the View By menu.
A list of all escalated cases and requests appears.
2 Select the escalated request that you want to reassign.
3 Click View.
The escalated request is displayed.

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4 Select a new staff member:

! In a Help Desk Case form, select a new Group or Individual from the fields
in the upper part of the form.

! In a Change Request form, select a new Group and Supervisor in the

Support Information region of the General tab.

5 Click Save.
A message reports that the original support staff member and the newly
assigned staff member have both been notified of the reassignment.

Reviewing surveys
When a requester’s help desk case is resolved by the support staff, the
requester is notified. The requester then can close the case.

After closing a resolved case, the requester is prompted to fill out a survey
about how the case was handled. You can access and review all completed
surveys.

Note: For requesters to be able to complete surveys, the AR System server

must be configured by your administrator to enable requesters to modify
their requests without a write license. If requesters cannot complete
surveys, consult your administrator.

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" To review requesters’ surveys:

1 Choose Responded to Surveys from the View menu.
A list of all completed surveys appears.
2 Select the survey you want to review.
3 Click View.
The Survey dialog box is displayed.
4 When you are finished reviewing the survey, select Processed in the Status
field.
5 Click Save.

Working with reports

The reporting feature enables you to generate predefined reports for each
module. You can use these reports to track inventory, change requests, and
help desk cases—and monitor performance, satisfaction levels, and many
other functions.

For information about the various reports and for instructions on generating
reports, see “Working with reports” on page 191.

Using the Bulletin Board

You can use the Bulletin Board feature to view messages and to post messages
to your group. Bulletin board messages enable you to stay informed about
what is going on within your organization. For example, you can use them to
monitor systems, share information, and distribute documents.

For information about using the Bulletin Board, see “Using the Bulletin
Board” on page 72.

Using reminders
Reminders enable you to create notes for yourself and others. You can send
them by email or by AR System Alert, and you can specify when they will be
sent.

For information about using reminders, see “Using reminders” on page 76.

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Creating new help desk cases and change requests

You can create new help desk cases and change requests by clicking New
Request from the Remedy IT Service Management Console, and entering
information in the form.

For detailed information about creating Help Desk cases and change
requests, see “Creating a new help desk case” on page 86 and “Creating a new
change request” on page 123.

Searching for requests

You can search for existing requests by clicking the Search for Requests
button. In the form that is displayed, you specify search criteria. Matching
requests are listed in the Results pane above the form.

For detailed information about searching for help desk cases and change
requests, see “Searching for help desk cases” on page 98 and “Searching for
requests” on page 136.

Creating and tracking assets

You can use the Asset Inventory module to create new asset and component
records, search for existing asset and component records, and update
records.

For detailed information about using the Asset Inventory module, see
“Working with the Asset Inventory Module as Support” on page 159.

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8 Working with reports

The reporting feature enables support staff and managers to generate

predefined reports for each module. These reports enable you to track
inventory, change requests, and help desk cases—and monitor performance,
satisfaction levels, and many other functions.
This section discusses the following topics:
! “Generating reports” on page 192
! “Predefined reports” on page 196

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Generating reports
The following sections provide instructions for generating predefined
reports, and for creating reports with qualifications you specify.

Generating predefined reports

You can generate any predefined report by selecting it from a menu, and
selecting a destination.

Before you can view and print predefined reports, you must have a report
server selected. For information about specifying a report server, see “To
specify a report server for viewing and printing reports:” on page 39.

" To generate a predefined report:

1 On the Remedy IT Service Management Console, click Reports.
The Report Console is displayed.

2 Select a reporting area from the Report Name cascading menu.

! For information about the Asset Inventory module report types, see
“Asset information” on page 196.
! For information about the Change Tasking module report types, see
“Change information” on page 198.
! For information about the Help Desk module report types, see “Help
Desk” on page 201.

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3 Select a destination for the report.

! Screen displays the report in a separate window.
! Printer enables you to print the report at a printer you specify.
! File enables you to store a copy of the report to a directory you specify.
4 Click Run Report.

Generating reports using qualifications

You can generate a report using search criteria that you or another user has
saved previously, or you can specify searches yourself and save them.

" To generate a report from a saved qualification:

1 From the Report Console, click Select Saved Qualification.
The Saved Qualification dialog box is displayed, listing the existing
qualifications.

2 Select a qualification, and click Return Selected.

3 Click Close to return to the Report Console.
The search criteria from the selected qualification are displayed.
4 Select a destination for the report.
! Screen displays the report in a separate window.
! Printer enables you to print the report at a printer you specify.
! File enables you to store a copy of the report to a directory you specify.
5 Click Run Report.
6 Click Close to close the Report Console.

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" To create qualifications for reports:

1 In the Report Console, enter the search criteria for the report you want to
generate.

a In the first column (Field <n>), select a field on which you want to search.
b In the second column (Operand), select an operator; for example, = (the
equal sign) for matching entries.
c In the third column (Value), enter a value by which you want to search.
For example, to find all Help Desk cases assigned to Bob Backline, enter
Bob Backline as the value.
d Repeat these steps to refine the search further.
You can also use the advanced search bar to specify a qualification.
e Click the Advanced Qualification button.
The Advanced Qualification Builder dialog box is displayed.

f In the Qualification field, enter the criteria for the report data you want.
You can enter the qualification manually, or use buttons and selection lists
to build your qualification. The selections you make appear in the
Qualification field.
g Select Save.
h The search criteria you selected appear in the Qualification field of the
Report Console.

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2 To save the qualification for future use, click Save Qualification.

3 In the dialog box that appears, enter a name for the qualification, and click
Save.
4 Select a destination for the report.
! Screen displays the report in a separate window.
! Printer enables you to print the report at a printer you specify.
! File enables you to store a copy of the report to a directory you specify.
5 Click Run Report.

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Predefined reports
Predefined reports enable you to quickly generate information about:
! assets and asset components
! change requests and change tasks
! help desk cases, customer satisfaction surveys, and solutions.

The following sections describe the predefined reports that are available for
each module.

Asset information
The following reports provide information about assets and asset
components.

Asset Information > Assets

Report (Menu List Choice) Description

Changes
By Status for Date Range Displays assets that have changed Status during the
date range, organized by Status. Total asset changes
for each Status are also shown.
Counts
By Category Displays assets, organized by Category, Type, and
Item. Total counts for assets of each category and the
overall number of assets are also shown.
By Department Displays assets, organized by Department. Total
counts of assets for each department are also shown.
By Site Displays assets, organized by Site. Total counts of
assets at each site are also shown.
By Status Displays assets, organized by Status. Total counts of
assets of each Status are also shown.
Open Cases
Assets Showing Open Cases Displays all assets having open help desk cases
associated with them, grouped by category, and
stating the total number of assets.
If the Help Desk module is not installed on the server,
this report is not available.

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Report (Menu List Choice) Description

Open Changes
Assets Showing Open Displays all assets having open change requests
Changes associated with them.

Asset Information > Components

Report (Menu List Choice) Description

Component Changes
By Status for Date Range Displays components that have changed Status
during the date range, organized by Status. Total
component changes for each Status are also shown.
Component Counts
By Category Displays all components, organized by Category,
Type, and Item. Total counts for components of
each Category and the overall number of
components are also shown.
By Department Displays all components, organized by Department.
Total counts of components for each Department
are also shown.
By Site Displays all components, organized by Site. Total
counts of components at each Site are also shown.
By Status Displays all components, organized by Status. Total
counts of components of each Status are also shown.

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Change information
The following reports provide information about change request and change
task activity.

Change Information > Change Requests

Report (Menu List Choice) Description

Department
Changes by Department and Displays all change requests, grouped by
Actual Start Date department, where the actual start date is within the
date range you specify for the report.
Changes by Department and Displays all change requests, grouped by
Planned Start Date department, where the planned start date is within
the date range you specify for the report.
Changes by Department and Displays all change requests, grouped by
Status department, with calculated totals for each status
category.
Details
Change Detailed Worklog Displays detailed information for each change
request, organized alphabetically by supervisor.
Region
Changes by Region and Displays all change requests, grouped by region,
Status with calculated totals for each status category.
Changes by Region and Displays all change requests, grouped by region,
Actual Start Date where the actual start date is within the date range
you specify for the report.
Changes by Region and Displays all change requests, grouped by region,
Planned Start Date where the planned start date is within the date range
you specify for the report.
Requests and Tasks
Changes and Tasks by Displays the change requests and tasks with
Implementor and Status implementor and status. Items are grouped by
change request ID, with totals for each change
request.
Changes and Tasks by Status Displays the change requests and tasks with status
and Type and category, type, and item. Items are grouped by
change request ID, with totals for each change
request.

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Report (Menu List Choice) Description

Site
Changes by Site and Actual Displays all change requests, grouped by site, where
Date the actual start date is within the range you specify
for the report.
Changes by Site and Planned Displays all change requests, grouped by site, where
Start Date the planned start date is within the range you specify
for the report.
Changes by Site and Status Displays all change requests, grouped by site, with
calculated totals for each status category.
Status
Change Status by Displays all change requests, grouped by status, with
Department subtotals calculated for each department by status
and total for each status calculated.
Change Status by Region Displays all change requests, grouped by status, with
subtotals calculated for each region by status and
total for each status calculated.
Change Status by Supervisor Displays all change requests, grouped by status, with
subtotals calculated for each supervisor by status
and total for each status calculated.
Supervisor
Changes by Supervisor Displays all change requests, grouped by supervisor,
Region and Site with calculated totals for each region and site
combination.
Changes by Supervisor and Displays all change requests, grouped by supervisor,
Actual Start Date where the actual start date is within the range you
specify for the report.
Changes by Supervisor and Displays all change requests, grouped by supervisor,
Closure Code with calculated totals for each closure code.
Changes by Supervisor and Displays all change requests, grouped by supervisor,
Planned Start Date where the planned start date is within the range you
specify for the report.
Changes by Supervisor and Displays all change requests, grouped by supervisor,
Status with calculated totals for each status.
Changes by Supervisor and Displays all change requests, grouped by supervisor,
Site with calculated totals for each site.

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Change Information > Tasks

Report (Menu List Choice) Description

Implementor
Tasks by Implementor and Displays all change tasks, grouped by implementor,
Actual Start Date with calculated totals for each actual start date.
Tasks by Implementor and Displays all change tasks, grouped by implementor,
Closure Code with calculated totals for each closure code.
Tasks by Implementor and Displays all change tasks, grouped by implementor,
Planned Start Date with calculated totals for each planned start date.
Tasks by Implementor and Displays all change tasks, grouped by implementor
Site nd by site, with calculated totals for each
implementor and site.
Tasks by Implementor and Displays all change tasks, grouped by implementor,
Status with calculated totals for each status category.
Status
Tasks by Status and Type Displays all change tasks, grouped by status, with
calculated totals for each type.

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Help Desk
The following reports provide information about help desk cases, case
activity, satisfaction surveys, and solutions.

Help Desk > Case Information

Report (Menu List Choice) Description

All Cases for Date Range
Case Details by Date Range Displays all cases from the time frame specified,
sorted by case ID.
Cases by Date Range Displays all cases from the time frame specified,
Assignee sorted by support staff assigned.
Cases by Date Range Displays all cases from the time frame specified,
Category sorted by the value in the Category field.
Cases by Date Range Group Displays all cases from the time frame specified,
sorted by help desk group.
Cases by Date Range Priority Displays all cases from the time frame specified,
delimited by priority.
Cases by Date Range Displays all cases from the time frame specified,
Requester sorted by value in the Requester field.
All Cases
Case Details Displays all cases, sorted by case ID.
Cases by Assignee Displays all cases, grouped by assignee, with
calculated totals for each assignee.
Cases by Category Displays all cases, grouped by category, with
calculated totals for each category.
Cases by Group Displays all cases, grouped by group, with calculated
totals for each group.
Cases by Priority Displays all cases, grouped by priority, with
calculated totals for each priority.
Cases by Requester Displays all cases, grouped by requester, with
calculated totals for each requester.
Cases with Related Assets Displays cases and their related assets, grouped by
case, with the total number of relationships between
assets and cases.

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Report (Menu List Choice) Description

Cases with Related Changes Displays cases and their related change requests,
grouped by case, with the total number of
relationships between change requests and cases.
Case Activity
Case Activity by Assignee Displays a summary of all case activity, including
days active, sorted by assignee.
Case Labor Charges by Displays the number of cases, total time spent,
Department average time spent, and total labor charges, sorted
by department.
Case Load by Assignee Displays the case load handled by each assignee.
Case by Activity Times Displays a summary of all case activity, including
days active.
High Volume Cases by Displays a chart of the first nine departments with
Departments Chart the highest case volumes.
High Volume Case Displays a chart of the requesters with the highest
Requester Chart case volumes, sorted by category.
Monthly Case Volumes Displays a list of the case volumes for each month in
the specified time frame, according to open and
resolved cases, and case priority.
Weekly Case Volume Graph Displays a graph of the case volumes for each week
in the specified time frame, and depicting the cases
according to status.
My Open Cases
My Open Cases by Category Displays all open cases for the logged-in assignee,
sorted according to category.
My Open Cases by Days Displays all open cases for the logged-in assignee,
Active sorted according to how many days they have been
active.
My Open Cases by Priority Displays all open cases for the logged-in assignee,
sorted according to priority.
My Resolved Cases
My Resolved Cases by Displays all resolved cases for the logged-in assignee,
Category sorted according to category.
My Resolved Cases by Days Displays all resolved cases for the logged-in assignee,
Active sorted according to how many days they were active.

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Report (Menu List Choice) Description

My Resolved Cases by Displays all resolved cases for the logged-in assignee,
Priority sorted according to priority.
Open Cases
Case Volume by Assignee Displays a chart of all open cases, depicting the
Charts volume according to assignee.
Case Volume by Assignee Displays a graph of open cases, depicting the volume
Graph according to assignee.
Case Volume by Category Displays a chart of all open cases, depicting the
Chart volume according to category.
Case Volume by Category Displays a graph of open cases, depicting the volume
Graph according to category.
Case Volume by Priority and Displays two charts of all oen cases. One chart
Status Charts depicts the case volume according to priority; the
other chart depicts the volume according to status.
Current Open Cases
Open Case Counts by Displays all open cases, from the time frame
Category Type Item specified, with separate counts for each category,
and the types and items within each category.
Open Cases for Date Range Displays all open cases, from the time frame
specified, sorted by case ID.
Resolved Cases
Resolved Case Counts by Displays all resolved and closed cases, with counts
Category Type Item for each category, type, and item.
Resolved Case Volume by Displays a chart of resolved cases, depicting the
Assignee Charts volume according to assignee.
Resolved Case Volume by Displays a graph of all resolved cases, depicting the
Assignee Graph volume according to assignee.
Resolved Case Volume by Displays a chart of all resolved cases, depicting the
Category Chart volume according to category.
Resolved Case Volume by Displays a graph of all resolved cases, depicting the
Category Graph volume according to category.
Resolved Case Volume by Displays two charts of resolved cases. One chart
Department Charts depicts the case volume according to department;
the other chart depicts the volume according to
priority for each department.

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Report (Menu List Choice) Description

Resolved Case Volume by Displays two charts of resolved cases. One chart
Priority and Status Chart depicts the case volume according to priority; the
other depicts the volume according to status.
Resolved Case Volume by Displays a graph of resolved cases according to root
Root Cause cause, and a count for each cause.
Resolved Case Volume by Displays a graph of resolved cases according to root
Root Cause Graph cause.

Help Desk > Satisfaction Ratings

Report (Menu List Choice) Description

Surveys
Survey Results by Assignee Displays the number of cases and the average help
desk satisfaction ratings for each assignee.
Survey Results by Displays the number of cases and the average help
Department desk satisfaction ratings for each department.
Survey Results by Month Displays a graph depicting the average help desk
Graph satisfaction ratings for each month.

Help Desk > Solutions

Report (Menu List Choice) Description

Current Solutions
Solutions by Case Summary Displays the current help desk solutions, grouped by
case summary.
Solutions by Category Displays a chart of the current help desk solutions,
Chart divided according to categories.
Solutions by Category Displays the current help desk solutions, grouped by
Detail category.
Solutions by Category Displays a graph of the current help desk solutions,
Graph with each category shown.
Solutions by Frequency Displays the current help de-escalations, grouped by
Usage the number of times the solution was used.
Solutions by Solution Displays the current help desk solutions, grouped by
Summary solution summary.

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Report (Menu List Choice) Description

Proposed Solutions
Proposed Solutions by Case Displays the proposed help desk solutions, grouped
Summary by case summary.
Proposed Solutions by Displays the proposed help desk solutions, grouped
Category by category.
Proposed Solutions by Displays the proposed help desk solutions, grouped
Solution Summary by solution summary.

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206 "Chapter 8—Working with reports

Glossary

accelerated depreciation active link

Any method of depreciation that allows Workflow that causes the AR System User
greater deductions in the earlier years of the Tool or web client to perform specific
life of an asset. operations in response to specific user
access control actions. AR System administrators can
A security feature in which AR System define many types of active links. For
administrators limit the access users have to example, they can define active links that
forms, to specific fields within a form, and run macros, set fields to specified values,
to specific functions within the system. See run independent system processes, send
also group, permission and user. interactive messages to users, or change
field characteristics. Active links run on the
access permission client machine.
See permission.
active link guide
action An ordered sequence of active links that
A mechanism, such as an alert or a Set Fields together accomplish a specific operation.
action, for ensuring that SLA commitments Active link guides can help lead users
are met. You can define one or more actions through a task (like a wizard) or can be used
that will be associated with a milestone. as subroutines to accomplish common
action request tasks. Compare with filter guide.
See request. additive installation
Action Request System (AR System) An installation procedure that enables you
The premier application platform and to select specific applications to install as
development environment for delivering IT additions to previously installed Remedy
Service Management applications. applications.

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administrator allowable currency

An individual responsible for the A currency type that appears in the currency
management of the AR System including field list. Users may only use an allowable
setting up forms, setting access rights for currency type when entering currency
users, and designing the workflow process. values. See also currency code, currency data
administrator default type, and functional currency.
The value that AR System administrators application
assign to a field while designing a form. A group of forms (and associated workflow)
When users set defaults, this value is that are collected by an administrator and
automatically entered in the field. Users can that are related to a particular business
override the administrator default by function; for example, Remedy Help Desk.
assigning their own default or by entering a An application is also a server object in
different value. See also user default. AR System Administrator.
Administrator group application administrator
One of several special access control groups An individual responsible for the
that the AR System provides. Members of management of the Remedy applications,
this group have full and unlimited access to including setting up forms, setting access
the AR System, including unlimited ability rights for users, and configuration.
to create forms, filters, escalations, active approval process
links, menu lists, guides, and applications. A process used with Remedy Change
See also Subadministrator group. Management and Asset Management,
advanced search bar which generates electronic signature lines
The row of buttons, Query field, and Fields for items that require approval and tracks
list that appear at the bottom of the who has approved or rejected a given
AR System User Tool Detail pane when the request.
user clicks the Advanced button. You can approval server
use this bar to specify complex search A module within the AR System which
criteria. routes forms to generate the appropriate
alert signoff signatures. The Approval Server also
A notification from an AR System server or creates an audit trail for authorizing
other program to the user, indicating that AR System application forms.
certain conditions have occurred, such as a AR System
request has been submitted or progress has See Action Request System (AR System).
been made in resolving a request.
alert list
The list of alerts belonging to a user that can
be displayed in AR System User Tool or on
a web client.

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 User’s Guide

AR System Administrator AR System License

The AR System client tool used by The AR System client tool used to apply and
AR System administrators and review software licenses that activate
subadministrators to set up the system for features of the AR System software.
use by support staff and users. Setup AR System server
includes setting up forms, setting access The full set of AR System software
permissions (users and groups), and including the AR System server processes
creating filters, escalations, active links, and fast, list, and escalation server
menu lists, guides, and applications. processes. When installed on a workstation
AR System Alert on the network, the server software
The AR System client tool through which an provides access to the full feature set of the
alert can be sent to a user. See also AR System and can be accessed by UNIX
notification. workstations or Windows PCs on the
AR System client networks that are running the AR System
The subset of AR System software necessary client software.
to enable users to access an AR System AR System User Tool
server on the network from a local The AR System client tool in which users
workstation. The AR System client tools are enter and track requests through the
AR System Administrator, AR System User resolution process. Users can also search the
Tool, AR System Import, and AR System database, generate reports, and modify
Alert. existing requests with AR System User Tool.
AR System Configuration Tool asset
The tool used to configure and manage the Property with commercial business value:
mid tier portion of the AR System. for example, a workstation. An asset may be
AR System Email Engine a component or a main asset. See also asset
A server-based application that component and main asset.
communicates with both the AR System asset component
server and an email server. The AR System A subset of a main asset. For example, a
Email Engine receives emails, and can parse monitor can be a component for a
and interpret these messages to execute workstation serving as the main asset. See
specific instructions on an AR System form. also main asset.
It also sends emails the AR System and Asset Inventory
directs notifications as a result of filters and A module of the Remedy Help Desk
escalations. application that is used to track asset,
AR System Import component, and bulk item inventory.
The AR System client tool that enables
AR System administrators to transfer data
records from an archive file into a form.

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asset manager audit trail

The manager responsible for both strategy A log of events. Provides information about
and day-to-day asset management the type of event, a brief summary of the
functions, for example, updating assets and record, the date the record was created, and
configurations, running reports, or the person who submitted the record.
negotiating contracts. availability SLAs
assignee Measures the time that an asset or service is
The person assigned responsibility for available or unavailable.
resolving a request. book value
Assignee group The value of an asset equal to the purchase
One of several special access control groups cost minus the accumulated depreciation.
that the AR System provides. Users bulk items
automatically belong to this implicit group Items that are not tracked by an individual
for requests for which they have been record for each unit. Bulk items in
assigned responsibility (that is, their name inventory are tracked by quantities of an
is in the Assigned To field). See also Assignee item type. For example, items such as cables
Group group, Submitter group. do not require individual records but
Assignee Group group rather, one record for a bulk quantity of the
One of several special access control groups specific cable type.
that the AR System provides. Users bulletin board
automatically belong to this implicit group A Remedy IT Services application feature
for requests for which they are a member of that enables users to create messages that
the group assigned responsibility (that is, can be viewed by the entire organization or
they are a member of the group whose name by users in specific groups.
is in the Assignee Group field). See also
Assignee group, Submitter group. business hours tag
A tag that indicates which business hours to
attachment use. The tag is an entry in the Business
A field that enables you to allocate space for Hours Workday form and must be created
text, graphics, audio, or video attachments before you use these hours in an SLA. The
in the database. entry in the form determines the hours to be
attachment data type used to calculate time.
The data type used for fields that need to button
hold files. This type enables you to store A field on a form that a user can click to
text, graphics, audio, or video attachments execute an active link. A bitmap can
in the database. represent a button. See also menu item,
toolbar button.

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 User’s Guide

call center A change request is unique to the Change

A generic term that refers to reservation Tasking module (as opposed to a case,
centers, help desks, information lines or which is unique to the Help Desk module).
customer service centers, regardless of how change supervisor
they are organized or what types of A person responsible for updating status
transactions they handle. during the course of working help desk
case cases and processing change requests.
A request for service or information. The change task
Remedy Help Desk application enables A task related to a change request. A change
support staff to create and track help desk request is resolved when all its related
cases. A case is unique to the Help Desk change tasks are closed. See also dependent
module (as opposed to a change request, change tasks and peer tasks.
which is unique to the Change Tasking
module). character data type
The data type used for fields that contain
case number alphanumeric text.
The number assigned to a help desk case
once it has been created and saved. character menu
A menu that the AR System administrator
Change Advisory Board can create and attach to any character field.
A committee put in place to approve and
track change requests that are out of the charge back
scope of a project. The process of charging departments or
cost centers for the IT infrastructure
Change Authority required to support their business
A group that is given the authority to processes.
approve change, for example by a project
board. Sometimes referred to as the client
Configuration Board. See AR System client.
change flag client tier
A status flag set when the contents of a field The architecture level where AR System
or form have been altered. A change flag can clients operate within the multitier system.
be polled or disabled by workflow command-line option
Change Management A parameter used to specify how the
The process of controlling changes to the AR System tools will run. (UNIX only)
infrastructure or any aspect of services, in a component
controlled manner, enabling approved See asset component.
changes with minimum disruption. Computer Telephony Integration (CTI)
change request Systems that enable a computer to act as a
A request for a planned activity. A change call center, accepting incoming calls and
request can involve multiple change tasks. routing them to the appropriate device or
person.

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Configuration Catalog control data type

A feature of Remedy Asset Management The data type for fields that execute active
that stores your standard configurations links. These fields do not contain actual
(such as standard desktop, laptop, server, data.
and so on) for management purposes. control panel
Configuration Item (CI) A form that is used as a centralized entry
A component or asset that, along with other point from which users choose the business
CIs, makes up a configuration. tasks they want to accomplish.
Configuration Management core field
The management of configurations and One of a set of basic fields common to all
their associated CIs. AR System forms. AR System
Configuration Manager administrators cannot remove these fields
A series of forms that enables your from a form.
application administrator to populate the cost center
Remedy IT Service Management An entity used to track cost information
applications with information about users, within an organization. See also split cost
locations, categorization, and business rules center.
that are specific to your organization. cost management
console Management of the costs associated with
See Remedy Service Level Agreements your organization.
Console, Remedy IT Service Management cumulative performance
Console, or Remedy Asset Management Refers to the performance of time-based
Console. SLAs (such as response time SLAs or
Consolidated Service Desk resolution time SLAs) to determine how
See call center. well the SLAs are performing over time.
container cumulative performance target
The underlying data structure for guides Specifies the target (such as 98%) that you
and applications. A component of the set to measure how often you will meet your
AR System used to store collections of SLAs commitment from effective date to
objects. Used as the basic storage structure expiration date.
for applications, active link guides, filter currency code
guides, and packing lists. The three-letter code that represents a
contingency planning currency type, such as USD for United States
Planning which reduces the vulnerability of Dollars.
business by being able to maintain or
preserve services.

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currency data type date data type

The data type used for fields containing The data type used for fields containing date
currency data. Currency data is stored in values. Date values are stored as the number
four parts: a decimal value, a currency code, of days from the beginning of the date
a conversion date, and one or more field’s range. Date values can range from
functional (converted) currency values. January 1, 4713 B.C. to January 1, 9999 A.D.
Each part can be viewed or searched by See also date/time data type.
users, or accessed by workflow. See also date/time data type
allowable currency, functional currency, The data type used for fields containing
currency code. calendar dates and time values.
Customize group decimal data type
One of several special access control groups A field that accepts and contains fixed-point
that the AR System provides. This group numbers. This type of field enables you to
grants users the right to customize their store quantitative information in a request.
form layout and to create custom
commands (in UNIX) in AR System User declining balance depreciation
Tool. A method of calculating depreciation in
which assets depreciate at a constant rate
data field per year, accelerated by a factor of 150%. In
A field that stores data in the database. Data this method of accelerated depreciation,
fields include character, date/time, diary, 150 percent of the straight-line depreciation
integer, real, decimal, selection, and amount is taken the first year, and then that
attachment. same percentage is applied to the
data tier undepreciated amount in subsequent years.
The architecture level that contains data See also double-declining balance
and communicates with the AR System depreciation.
server. The data can be stored in a text file, default
spreadsheet, or database internal or external An AR System administrator- or user-
to the AR System. defined setting or value that automatically
data type applies to a field if users do not supply a
The property of a field that determines what different setting or value when submitting a
type of information the field contains. The new request. See also administrator default,
choices are character, date/time, diary, user default.
integer, real, decimal, selection, trim, dependent change tasks
control, and attachment. Change tasks that must be completed in a
sequence as defined by the change
supervisor.

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deployed SLAs double-declining balance depreciation

In deployed mode, you can only modify A method of calculating depreciation in
limited fields of the SLA. You cannot which assets depreciate at a constant rate
change the terms and conditions or the per year, accelerated by a factor of 200%. In
goals that you have set up for the SLA. this method of accelerated depreciation,
However, you can add milestones and double the straight-line depreciation
associate actions to the milestone. amount is taken the first year, and then that
depreciation same percentage is applied to the
A method to allocate the cost of an asset undepreciated amount in subsequent years.
over its estimated useful life. See also declining balance depreciation.
Details pane down asset
In the AR System User Tool, the part of the An asset not currently working or is in
main window that displays fields for repair.
entering data. downstream
dialog box Devices that are closer to the end nodes in a
A message displayed to users that must be network (client machines or servers).
responded to before users continue to fill See also network topology and upstream.
out a form. The administrator creates a draft SLAs
dialog box by using an active link action. The default status of an SLA. In draft mode,
diary data type you can make changes to any fields on the
The data type used for fields that enables SLA form. The SLA is functional and
you to capture a history of the actions taken calculates measurements in draft mode, but
for a request. The field stores character data. is not ready for production.
It is an append-only field, and each addition dynamic menu
is stamped with the time, date, and name of A menu that causes a search to be
the user who entered the item. performed when a user selects the menu
disabled SLA button. The results of the search are used to
In disabled mode, the SLA cannot be build the list of items from which the user
attached to any new requests. However, the can choose. See also character menu.
SLA continues its measurements for email engine
requests already in progress. See AR System Email Engine.
display-only field entry
A temporary field for which no space is A row in the database that represents a
allocated in the database. See also global request.
field.
display-only form
A type of form containing display-only
fields. Display-only forms are used to create
control panels and dialog boxes.

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escalation field label

A workflow component that searches at A name supplied by the administrator that
specified times or at regular intervals for describes the field’s purpose. Intended for
requests matching a specified condition and display to the user.
performs specified operations on all field name
matching requests. They are generally used A unique character identifier that is
to find records that have exceeded desired assigned to each field. The name can be
business rules or processes and take changed at any time as long as the new
appropriate action. Escalations run on the name is unique.
AR System server.
file menu
expired SLA A menu with items retrieved from a file that
An SLA expires when the expiration date contains a formatted character menu.
has passed. The system automatically marks
the SLA as expired and it cannot be attached filter
to any new requests. Once the SLA has Workflow that tests every server transaction
expired, you can extend the expiration date for certain conditions and responds to the
and deploy it. You can modify actions for an conditions by taking specific actions.
expired SLA. AR System administrators can define many
types of filters—filters that set fields to
export specified values, run independent system
1) The AR System Administrator command processes, send interactive messages to
that transfers definitions (for example, users, notify users when the state of requests
forms, filters, active links, and mail change, or make entries in audit trail log
templates) in a file. 2) The ability to transfer files. Filters run on the server.
one or more data entries to a file for archive
or transfer by using the reporting feature in filter API
AR System User Tool. 3) The ability to copy An AR System plug-in API that allows
SLAs to a file to be imported onto another inline access during filter and escalation
server. See also import. processing to extended servers.
filter guide
field
In the AR System, the main entity of a form. An ordered sequence of filters that together
All of the following are AR System fields: accomplish a specific operation. Filter
data, table, page, active link control fields guides can be used as a subroutine to
(buttons, menu items, and toolbar accomplish common tasks.
buttons), and trim. fixed license
field ID
A license permanently assigned to a user,
A unique numeric identifier that is assigned enabling access to the licensed features of
to each field. Once assigned, it cannot be the AR System at any time. See also floating
changed. license, FTS license, write license.

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flashboard component form view

An individual area chart, bar chart, line The screen layout for a form, which appears
chart, or meter that is placed upon a in the Details pane of AR System User Tool.
flashboard. AR System administrators can create and
Flashboards name multiple form views, which can be
A real-time visual monitoring tool that further modified by users with Customize
shows you the state of your service permission. Administrators can include
operations, warns you about potential different fields and can hide fields in various
problems, and collects and displays trend form views.
data. FTS
Flashboards license See Full Text Search (FTS).
A license that enables a user access to the FTS license
Remedy Flashboards product. See also fixed A license that enables a user to perform a
license. Full Text Search in any large text or diary
floating license field indexed for FTS. See also fixed license,
A license that exists on a server and that is floating license.
temporarily allocated to any user who Full Text Search (FTS)
requests a license and who is defined in the A feature that enables a user to search
User form as having a floating license type. quickly for information in large text or
If no floating license is available at the time diary fields. The fields must be indexed and
of the user request, the user must wait until enabled for FTS by the AR System
a license becomes available. See also fixed administrator, and the user must have an
license, FTS license, write license. FTS license.
form function
A collection of fields that represents a A named procedure that performs a distinct
record of information in the AR System. service in the AR System. The AR System
AR System administrators can define and API has a set of function calls used to
change the fields and workflow associated accomplish AR System tasks. Additionally,
with a form. An AR System application can there are table functions that you can use to
include many forms. perform mathematical operations on table
form action field data.
One of a set of special fields that provide the
standard functions of the web client
interface. Some of these include submit,
query, modify, and the advanced search bar.

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 User’s Guide

functional currency guest user

An alternate currency type to which the An unregistered user with a limited set of
value in a currency field is converted. capabilities (submit requests and possibly
Values for functional currencies are review those requests). The administrator
calculated based on currency conversion can specify whether unregistered users are
ratios maintained in a form on the server. allowed at your site.
Functional currency values are stored as guide
part of the data in the currency field, and See active link guide, filter guide.
can be viewed or searched by users, or
accessed by workflow. See also currency data help desk
type, allowable currency. An IT service organization that responds to
incidents and problems reported by
global field customers, and provides the appropriate
A display-only field used in multiple forms. information and resolutions. See also case
The value contained in the global field is and Remedy License.
duplicated across all forms that contain the
field. help desk request
See case.
graphical user interface (GUI)
A visual computer environment from help desk manager
which users can access programs and files A person that monitors help desk cases,
through graphical representations on the change requests and tasks to help them plan
screen, such as icons, menus, and dialog resources and to identify incident trends.
boxes. The help desk manager also handles
escalations and assignments, approves
group reassignments and change requests, and
A category in the AR System used to define monitors day-to-day help desk activity.
user access to form fields and functions. The
AR System defines several special groups: help desk ticket
Public, Administrator, Subadministrator, See case.
Customize, Submitter, Assignee, Assignee hidden field
Group, and Flashboards Administrator. A field that exists but is not visible in a user’s
You can define additional groups through view of the form.
the Group form. See also access control, import
permission, user. 1) The AR System Administrator command
Group form that transfers definitions from an export file
The form in which you add new groups, to the current server. 2) The Remedy
delete groups, and modify group import command that transfers one or
permissions. more data entries from an archive file to a
form. 3) The ability to transfer SLAs from a
file to a server. See also export.

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incident keyword
Any even that is not part of the standard A variable whose value is defined by the
operation of a service and that causes, or AR System. For example, $USER$ represents
may cause, an interruption to or reduction the name of the user that is currently logged
in the quality of that service. See also in. Keywords can be used in defining
Problem Management. qualifications for searches, search menus,
Information Technology Infrastructure Library workflow, and macros; or for specifying a
(ITIL) value in the Set Fields action for active links,
A reference library organizations can use to filters, and escalations.
improve the way they use IT. knowledge base
integer data type A repository that stores reusable solutions
The data type used for fields that contain to customer product problems in an easy-
numeric values between –2147483647 and to-retrieve format.
2147483647. The range for a field can be known error
limited by the AR System administrator. A condition identified by successful
inventory diagnosis of the root cause of a problem
The quantity of assets available. when it is confirmed that a configuration
item is at fault.
ISO currency code
See currency code. legacy system
A system in which a company or
ITIL
organization has already invested
See Information Technology Infrastructure
considerable time and money.
Library (ITIL).
license
IT director
See fixed license, floating license, FTS license,
A person responsible for technological
read license, write license.
direction and procurement strategy. Works
with lines of business managers to Lifecycle Asset Management
determine future hardware and software Managing the life of an asset from its
requirements. purchase, deployment, and disposal.
IT Services applications location
See Remedy IT Service Management A configurable component composed of a
region, a site, and a department. Locations
join form
are used by the auto-assignment
A type of form that contains information
functionality.
from two or more AR System forms.
Although join forms function similar to macro
regular AR System forms in most respects, A set of operations recorded for later
they do not store independent data. Join execution. Macros are useful for
forms point to the data stored on the two automating frequently used or complex
AR System forms that were used to create search operations.
the join form.

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 User’s Guide

mail template mapping history

A template that enables you to submit a A history tracking record created when a
request by using electronic mail. The distributed operation occurs. This record
AR System administrator generates includes the date and time of transfer,
templates from an existing form by using source request ID, source form, source
the export command. See also AR System server, and the name of the specific
Email Engine. mapping used.
main asset measurement
An asset recorded in the database as a The metric by which supervisors measure
unique entry or one that includes associated the ability of the support staff to meet their
components. For example, a computer SLA commitments.
workstation that consists of multiple menu item
components such as a monitor, keyboard, A command accessed from a menu.
mouse, system chassis, and hard disk may
be entered as one asset and called a mid tier
workstation. It can also be entered as a main The architecture level consisting of add-in
asset with a series of related components. services that communicate between
See also asset component. AR System servers and various clients. The
AR System User Tool client can
main form communicate directly with AR System
A form that users interact with directly. An servers. However, browser clients must use
application may use more than one main the mid-tier add-in services to
form. Main forms are sometimes referred to communicate with AR System servers.
as primary forms.
milestones
main window A set of actions that will trigger when you
In the AR System User Tool, a window that progress towards the SLA goal, to make sure
displays a form in the Details pane and, that your SLA goals are being met.
optionally, the results of a search in the
Results pane and prompt text in the prompt module
bar. A distinct area of functionality within an
application. The Remedy Help Desk
mapping application consists of three modules: Help
The parameters for a particular distributed Desk, Change Tasking, and Asset Inventory.
operation, such as To and From servers and
forms, data control issues, and field-to-field network topology
mapping definitions. The physical (real) or logical (virtual)
arrangements of assets in a network. See
also upstream, downstream, and peer-to-
peer.

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Remedy Help Desk 5.5

notification permission
A message sent to a user via workflow. The property setting that enables
Notification can be in the form of an alert, AR System administrators to control who
email message, or other method using can view and change individual fields of a
integrations. form. Administrators also set permissions
operator for forms and active links. Permissions are
One of a number of functions that enable defined for each access control group. See
you to define advanced searches or build also access control, group, user.
qualifications. plug-in
option group An auxiliary program that works with the
See selection data type. AR System server to enhance its capability.
A plug-in is a dynamically linked library
packing list (DLL) on Microsoft platforms and a shared
A set of associated server objects that can be object on UNIX platforms. The plug-in
viewed as a work space in the server window service loads the plug-in at runtime.
or used in external utilities.
plug-in service
page field A server that loads plug-ins. The plug-in
A type of field that groups related fields and service is a companion server to the AR
includes tabs to label those groups. System server that loads the ARDBC,
page holder field AREA, or filter API plug-ins at runtime.
A field that contains one or more page fields preference server
and allows these grouped fields to be An AR System server that stores user
displayed one set at a time in a given area of preferences centrally in one or more
the screen. preference forms.
Parent/Child contract
Problem Management
A parent, or main, contract that has other The process of identifying, diagnosing, and
children, or subcontracts, associated with it. recording the root causes of incidents to
peer tasks prevent problems from reoccurring.
Dependent change tasks that can be prompt bar
completed simultaneously. See also In the AR System User Tool, the part of a
dependent change tasks. main window that displays instructions or
peer-to-peer relevant information to the user.
Devices that are on the same level in an property
organization’s network (for example, two An attribute that is defined. For example,
workstations). See also network topology. the properties of a field include its data type,
physical characteristics (such as length),
and whether it is required or optional.

220 "Glossary
 User’s Guide

Public group reconciliation

An access control group that the AR System A feature in Remedy Asset Management
provides. Every user is automatically a that checks for duplicate asset records and
member of this group. enables the user to delete one and keep the
push fields other.
An advanced action that allows you to push related workflow
information from the “Applies To” form Workflow objects that are related to a field.
for which you are creating the SLA to recurring review period
another form on the same server. A time period for SLAs that is used to
qualification measure data collected over a smaller
A search criteria including field references, period of time than what the cumulative
values, and arithmetical and relational performance is measuring.
operators used to find a set of data that Remedy Administrator
matches the conditions specified. See AR System Administrator.
query-by-example Remedy Asset Management Console
A method for describing a database search The main interface for the Remedy Asset
visually. An empty form is displayed and the Management application. The console
search conditions are typed in or selected in works like a control panel from which users
their respective fields. The AR System turns can perform their primary tasks.
the visual query into the proper command
language, such as SQL, necessary to Remedy License
interrogate the database. See AR System License.
Remedy Mail Server
range
The upper and lower limits of acceptable See AR System Email Engine.
values. For example, if an integer field’s Remedy IT Service Management Console
range is -10 to 100, users can enter any The main interface for the Remedy Help
integer from negative 10 to positive 100 Desk and Remedy Change Management
inclusive. applications. The console works like a
read license
control panel from which users can perform
A license that allows a user to search the their primary tasks. The console contains
AR System forms and to submit new separate features for each of the roles
requests but does not allow the user to defined in the applications.
modify existing requests. See also write
license.
real data type
The data type used for fields that contain
floating-point numbers. The range and
precision can be set by the AR System
administrator.

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Remedy Help Desk 5.5

Remedy IT Service Management Request for Change

Remedy applications that focus on the A form, screen, or web page used to record
expanded activities of the Information details of a request for a Change to any
Technology organization. For example, Configuration Item within an
Remedy Help Desk, Remedy Asset infrastructure or to procedures and items
Management, Remedy Change associated with the infrastructure.
Management, and Remedy Service Level Request ID field
Agreements are all Remedy IT Service A core field on a form that contains the
Management applications. unique numeric identifier for a request or
Remedy Service Level Agreements Console entry in the AR System. In join form entries,
The main interface for the Remedy Service the Request ID field contains the Request
Level Agreements application. The console ID field contents for each of the underlying
works like a control panel from which users forms, separated by a vertical bar.
can perform their primary tasks, such as Previously called an entry ID.
creating, viewing, and managing SLAs, reserved field
configuring the application for user- One of a set of fields with specific rules and
defined forms, and generating reports. interpretations that are defined by the
report format AR System.
The layout that users specify when resolution
generating a report from an AR System The agreed upon solution to a help desk
search. Users can choose the fields to print incident or problem. See also case and
and the format of the report. incident.
request results list
A collection of information that describes 1) A list of requests that match a search. 2)
an event (transaction), such as a problem or An AR System server object for displaying
a service request. search results that can be added to forms
request ID and views. Multiple rows in the results list
A unique numeric identifier for each that meet specified criteria can be selected
request that is generated by the AR System for further processing.
in the Request ID field. Results pane
requester In the AR System User Tool, the part of the
An internal or external customer who form window that displays the results of a
contacts the help desk via telephone, email, search.
or web about an incident or a problem. Return on Investment (ROI)
The expected monetary return on
something someone has invested their time
and money in.

222 "Glossary
 User’s Guide

role selection data type

The Remedy IT Service Management The data type used for fields with a set of
applications are based on user roles. mutually exclusive choices. The selections
Depending on your role in the are displayed as option buttons or as a list of
organization—requester, support, items.
management—you will work with a selection list
different application (or view) on your A list that appears when an active link
desktop. performs a search that returns more than
Also, a group of approvers, typically one request.
representing a job function or server
responsibility. See AR System server.
root cause server tier
The underlying cause of an IT-related The architecture level consisting of the
problem experienced by a customer. AR System server that controls access to the
salvage value data and any supporting services called by
The estimated value that an asset will realize or used by the AR System server.
at the end of its useful life. See also useful service catalog
life. A method of identifying a category of
search service in connection with a request. The
The process in which users display a subset service catalog for an application is typically
of requests according to search criteria that configured by the application
users define. administrator.
search menu service level agreement (SLA)
A menu list with items that are retrieved A contract that determines the level of
from fields in a specified form. service that a customer can expect from a
Section 508 service provider.
A law that requires the government to service level management (SLM)
purchase software that is accessible and Managing the quality of IT services in the
usable by people with disabilities (visual, face of changing needs and demands. The
motor, and auditory impairments). Three goal of service level management is to set up
basic criteria for compliance are: and maintain service level agreements
Can the tasks of this application be (SLAs) between service providers and
performed without using a mouse? customers.
Can the tasks of this application be set fields
performed with a monitor turned off, and An advanced action that allows you to pull
while using a screen reader? information from other forms to be set in
the form for which you are creating the
Can the tasks of this application be SLA.
performed with the computer’s speakers
turned off?

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Remedy Help Desk 5.5

shared components straight-line depreciation

Workflow installed as part of all of the A method of calculating depreciation in
Remedy applications and shared among which assets depreciate at a constant value
other installed Remedy applications. per year. The annual depreciation is
solutions database calculated by subtracting the salvage value
See knowledge base. of the asset from the purchase price, and
then dividing this number by the estimated
source control useful life of the asset.
Managing server objects in AR System
application development by controlling subadministrator
object access. An individual with limited administrative
access to the AR System as defined by an
split cost center administrator.
A cost centers that enables a department to
split its costs with other departments. For Subadministrator group
example, a project management group One of several special access control groups
might splits its costs with an engineering that the AR System provides. Members of
department and a sales department. The this group have limited administrative
project management department would be access to the AR System as defined by an
a split cost center, and the engineering administrator.
department and sales department would be submitter
target cost centers. A person who reports a problem, makes a
SQL menu request, or enters information into a
A menu list that pulls values from a database. See also case, request, change
database table by using a direct SQL request.
command. Submitter group
status bar One of several special access control groups
The part of a main window in an AR System that the AR System provides. Users
client that displays instructions or relevant automatically belong to this implicit group
information to the user. for requests they have submitted. See also
Assignee group, Assignee Group group.
Status field
The core field in which the AR System sum-of-the-year’s digits depreciation
tracks the various stages of the resolution A method of calculating depreciation in
process for a request. which assets lose more of their value early in
their lifetime. This method of calculating
status history depreciation of an asset assumes higher
Information that shows what progress has depreciation charges and greater tax
been made on a request. Users can view benefits in the early years of an asset's life.
status history from the Details pane when in
modify mode in AR System User Tool. support case
See case.

224 "Glossary
 User’s Guide

support technician time data type

A person who is responsible for, or assists The data type used for fields containing
with, the processing of a request. A support time values. Time values are stored as the
technician may serve in either a frontline number of seconds from 12:00:00 a.m. See
capacity, which typically involves the initial also date/time data type.
reporting of a request, or in a backline toolbar
capacity, which typically involves more In the AR System User Tool, the row of
detailed investigation and resolution of the buttons below the menu bar that enables
request. easy access to commonly used menu
table field commands.
Fields that display data from other requests toolbar button
within the context of the current request. In the AR System User Tool, an icon for a
The data appears in a spreadsheet-style menu item that triggers an active link. See
format. also button, menu item.
task Total Cost of Ownership (TCO)
A shortcut or link created in AR System A term to describe all the costs involved in
User Tool that enables users to quickly open owning an asset or assets.
a specific form, search, application, or
active link guide. trim
Lines, boxes, text, and URL links used to
This is different from a change task in the enhance the usability and appearance of a
Change Management application or in the form.
Change Tasking module of the Help Desk
application. trim data type
The data type of fields that enhance a form’s
TCO usability and appearance. Trim includes
See Total Cost of Ownership (TCO). lines, boxes, URL links, and text. These
terms and conditions fields do not contain data.
The conditions, or contract, under which upstream
the SLA is in effect. Devices that are typically closer to the
time-based SLAs network backbone (client machines or
Measures the time taken, for example, to servers). See also network topology and
resolve a Help Desk ticket from the time the downstream.
ticket was submitted to the time it was useful life
resolved. Any time that falls within the The number of years that a depreciable asset
“Exclude when” qualification is ignored is expected to be in use.
and not measured.
user
Any person with permission to access the
AR System. See also access control, group,
permission.

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Remedy Help Desk 5.5

user default view form

A value or set of values that a user can A form that allows users to connect to
predefine. A user default overrides an external database tables accessible by the
AR System administrator default. See also AR System database user.
administrator default. view layout
User form The location of fields in a user view.
The form in which administrators add users view user interface (VUI)
to the AR System and specify the type of A structure that contains information about
access each will have. a single view.
user interface (UI) web client
The junction between a user and a An AR System client that runs in a web
computer program. An interface is a set of browser to provide a user interface to
commands or menus through which a user AR System applications.
communicates with a program. A
command-driven interface is one in which Web Service
you enter commands. A menu-driven A programmatic interface that enables
interface is one in which you select messages to be sent to and received from an
command choices from various menus application over a network (Internet or
displayed on the screen. See also graphical intranet), using standard Internet
user interface (GUI). technologies. It uses a combination of
platform-independent protocols such as
variable Extensible Markup Language (XML), Web
A data element that changes according to Services Description Language (WSDL),
the conditions. and Simple Object Access Protocol (SOAP).
vendor form Web Service Description Language (WSDL)
Forms that allow users to connect to An XML-based language used to define web
external data sources, such as text or services and how to access them.
spreadsheet data, that reside on local or
remote servers. wildcard
A character that users can enter to represent
verification reports other characters in a search. For example, in
A series of reports confirming that someone search statements in character and diary
is assigned to all change requests, change fields, users can specify wildcards to match
tasks, and help desk cases. single characters, strings, or characters
view within a range or set.
See form view. workflow
view field 1) A set of business processes used to run a
Field that provides a browser window company. 2) The automation of business
within a form. Can be used to display a processes through actions performed by
URL, the contents of an attachment, or active links, filters, and escalations.
direct HTML text.

226 "Glossary
 User’s Guide

work space
A subset of all objects on the server
displayed in AR System Administrator. This
subset of server objects is defined in a
packing list.
write license
A license that allows a user to modify and
save data in existing requests as field and
form permission settings allow. See also
fixed license, floating license, read license.
XML Schema or XML Schema Definition (XSD)
Provides a means for defining the structure,
content, and semantics of XML documents.

! 227
Remedy Help Desk 5.5

228 "Glossary
Index

A main assets 59
accepting overview for support 58
assigned cases 96 relationship definitions 59
assigned change requests 133 reporting and monitoring 60
assigned change tasks 155 working with as support 159
adding assets
attachments 75 asset components 59
contact information for work order 151 creating and tracking as management 190
name to User Name list 27 creating owner or user for 164
owner, user, or manager for an asset 164 creating records 160
servers 27 main assets 59
tasks to change requests 144 modifying records 165
administrator role 18 relating new request to 174
applications searching for as support 162
configuring 18 working with as support 160
Remedy Asset Management 23 assigning tasks 152
Remedy Change Management 23 assignment
Remedy Service Level Agreements 23 accepting cases 96
approving solutions 181 accepting change requests 133
AR System Alert 44, 45, 77, 95, 132 accepting change tasks 155
asset components group notification of 132
creating 166 individual notification of 132
linking to assets 170 attachments
searching for 169 adding to Bulletin Board messages 75
working with 166 viewing and saving 73
Asset Information reports 196 audience, for this manual 9
Asset Inventory module autoassignment 94
asset components 59 Auto-fill feature 30
features 21 Automatic reassignment 15
levels of assets 59

Index ! 229
Remedy Help Desk 5.5

B relating new request to 141

backline support role 55 requesting reassignment 135
browser resolving as support 154
logging in as manager 179 searching for as support 136
logging in as requester 28 viewing associated tasks 147
logging in as support 62 viewing group’s open change requests 137
Bulletin Board viewing requests related to 140
creating new messages 74 viewing your open change requests 137
deleting messages as support 75 working with as support 120
filtering 15 change supervisors
modifying messages as support 75 role of 58
using as management 189 using Change Tasking as 132
using as requester 43 Change Tasking module
using as support 72 change supervisor role 58, 132
viewing as requester 43 features 20
business models 16 levels 56
overview for support 56
C task implementor role 58, 155
cases working with as support 119
accepting assignment 96 change tasks
assignment overview 94 accepting assignment 155
closing as support 113 closing as support 158
creating new as support 86 creating new as support 144
designating as problem 116 creating predefined tasks 146
receiving notification 95 modifying 147, 157
relating existing request to 110 planning, creating, and assigning 143
relating new request to 110 reassigning 157
requesting reassignment 96 requesting reassignment 157
resolving as support 111 responding to reassignment 153
tracking time spent on 19 viewing assignments 157
viewing a requester’s closed cases 16 clock, logging time spent on case 112
viewing group’s open cases 98 closing
viewing requests related to 109 cases as support 113
viewing your open cases 99 change requests as support 154
working with duplicates as support 100 change tasks as support 158
catalog 15 resolved requests as requester 40
categorization, of cases 19 common features across modules
change requests management tools 22
accepting assignment 133 resource management 22
closing as support 154 components. See asset components
creating new as support 123 contact information
description of 56 adding or removing 151
life cycle of 120 updating 150
receiving notification 132, 133 creating
relating existing request to 142 asset components 166

230 "Index
 User’s Guide

asset records as support 160 autoassignment 94

Bulletin Board messages 74 Change Tasking module 20
generic requests as support 85, 121 common across modules 22
new cases 86 Help Desk module 19
new change requests as support 123 features, new 15
new change tasks as support 144 frontline support role 55
new requests as requester 30
new requests as support 84, 121 G
owner or user for asset 164 generating reports 192
predefined change tasks 146 generic requests
reminders as requester 44 creating as support 85, 121
reminders as support 76 group notification
requester record as support 92, 129 of change requests 132
requests as management 190 group record
requests as requester 31 searching as requester 48
solutions 107
creating and tracking assets H
as management 190 handling
Crystal Reports 22 escalations 186
customer satisfaction survey reassignment requests 183
completing as requester 41 solutions 181
description 30 Help Desk module
overview of 20 backline support 55
reviewing 188 creating new cases 86
features 19
D frontline support 55
deleting overview for support 55
Bulletin Board messages 75 support roles 55
reminders 79 working with as support 83
duplicate cases help, online 30
Current Original Case list 103
identifying and marking 101 I
marking a case as original 102 incidents
removing duplication status 102 changing case type to problem 116
working with 100 definition of 114
potential incidents 117
E relating to a problem 117
escalations resolving a case with related incidents 118
handling 186 unrelating 118
reassigning 187 individual notification
exiting the Help Desk application 52, 82 of change requests 132

F K
features known errors 114
Asset Inventory module 21

Index ! 231
Remedy Help Desk 5.5

L individual 132
linking asset components to assets 170 of case assignment by AR System Alert 95
logging in of case assignment by email 95
as first-time user 27 of change assignment by AR System Alert 132
as requester 27 of change assignment by email 133
Authentication field 29
to a specific server 27 O
online help 30
M options
management advanced 71
approving solutions 181 setting personal preferences and 66
creating and tracking assets 190 overview
creating requests 190 Asset Inventory module for support 58
handling escalations 186 assignment of cases 94
handling reassignments 183 Change Tasking module for support 56
includes functionality of support 178 Help Desk module for support 55
list of tasks 177
opening the application 178 P
reviewing surveys 188 paging information 50, 65
searching for requests 190 paging type 69
tools 22 person record,searching 48
using reminders 189 personal preferences
using the Bulletin Board 189 changing your personal record 66
using the Remedy IT Service Management setting advanced options 71
Console 179 setting for support 66
working with Remedy Help Desk 178 setting new and search request forms 68
working with reports 189 setting paging preferences 69
management role 18, 178 plus sign in field labels 30
Manager View menu, using 181 potential duplicates 101
manual, audience for 9 potential incidents 117
modifying potential solutions 19
asset records 165 predefined reports
Bulletin Board messages 75 asset information 196
change tasks 157 generating 192
existing requests 138 help desk 201
reminders as requester 46 Report Console 192
reminders as support 78 using 196
requester information as support 94 predefined tasks, creating 146
requester record as support 131 printing
tasks within change request 147 report on demand for a request 39
requests 38
N table data 51, 81
new features 15 Problem Management
notification designating a help desk case as a problem 116
group 132 known errors 115

232 "Index
 User’s Guide

overview of 114 Remedy Help Desk

potential incidents 117 common features across modules 22
Problem Management group 116, 118 introducing 13
problem management lifecycle 115 using, overview 19
relating incidents to a problem 117 what’s new in 15
unrelating incidents 118 Remedy Help Desk 5.5 Small Business Edition 23,
problem management 114 37, 56, 59
problems 114, 115 Remedy Help Desk Management. See management
Remedy Help Desk Requester. See requester
Q Remedy Help Desk Support. See support
qualifications Remedy IT Service Management Console
advanced 194 requester 26, 30
creating for reports 194 using as management 179
generating reports using 193 using as support 64
Remedy Service Level Agreements application 23
R reminders
reassignment creating as requester 44
of change tasks 157 creating as support 76
requesting for a change task 157 deleting 79
requesting for change request 135 modifying as requester 46
requesting for help desk case 96 modifying as support 78
responding for tasks 153 using as management 189
reassignment requests using as requester 44
approving 183 using as support 76
for cases 183 viewing as requester 46
for change requests 184 viewing as support 78
for change tasks 185 reopening resolved requests 41
related incidents, closing a case with 118 report 39
related items 19 Report Console 192
relating existing request to case 110 reports
relating existing request to change request generating using qualifications 193
142 monitoring Asset Inventory 60
relating new request to asset 174 printing report on demand for a request 39
relating new request to case 110 working with as management 189
relating new request to change request 141 reports. See also predefined reports
removing related request from asset 173 requester
removing related request from case 109 creating a record as support 92, 129
removing related request from change request creating requests 31
141 list of tasks 25
working with as support 108, 139, 172 modifying a record as support 131
related Remedy documents 10 modifying information as support 94
related Remedy documents table 10 role 26
Remedy Approval Server 23 searching for as support 90, 127
Remedy Asset Management application 23 using reminders 44
Remedy Change Management application 23 using the Bulletin Board 43

Index ! 233
Remedy Help Desk 5.5

working with Remedy Help Desk 26 for requests as management 190

working with requests 35 for solutions as support 104
requester role 16 server
requester’s closed cases, viewing 16 adding 27
requesting logging into a 27
reassignment of cases 96 service categorization 15
reassignment of change requests 135 service level agreement 23
reassignment of change tasks 157 setting
requests advanced options 71
closing a resolved request as requester 40 new and search request forms 68
creating as management 190 paging preferences 69
creating as requester 31 personal preferences and options 66
creating as support 84, 121 Small Business Edition 23, 37, 56, 59
modifying as support 138 solutions
printing 38 approving 181
printing a report on demand for a request 39 available 31
reopening a resolved request 41 creating as support 107
searching for as management 190 potential solutions 19
viewing assets related to 172 searching for in generic New Request form
viewing change requests related to 140 104
resolving searching for in Help Desk Case form 106
case with related incidents 118 sorting table data 51, 80
cases as support 111 starting
change requests as support 154 Remedy Help Desk Management 178
escalations 186 Remedy Help Desk Support 61
time spent on case 112 Submitted By field, modification of 15
resource management 22 support
reviewing surveys 188 accepting assigned cases 96
roles accepting assigned change requests 133
administrator 18 closing cases 113
introducing 16 closing change requests 154
management 18, 178 closing change tasks 158
requester 16, 26 creating
support staff 17 asset components 166
asset records 160
S new cases 86
saved qualification 193, 195 new change requests 123
searching new change tasks 144
by category, type, item 15 new requests 84, 121
for a person’s or group’s record as requester owner or user for asset 164
48 reminders 76
for a requester 90, 127 requester records 92, 129
for asset components 169 solutions 107
for asset records as support 162 deleting Bulletin Board messages 75
for change requests as support 136 linking asset components to assets 170

234 "Index
 User’s Guide

modifying requests related to change request 140

asset records 165 working with
Bulletin Board messages 75 Asset Inventory module 159
change tasks 157 assets 160
existing requests 138 change requests 120
reminders 78 Change Tasking module 119, 132
requester information 94 duplicate cases 100
requester records 131 Help Desk module 83
tasks within change request 147 related items 108, 139, 172
opening the application 61 Remedy Help Desk 61
overview 53 table data 80
planning, creating, and assigning tasks 143 support role 17
reassigning change tasks 157 surveys
receiving assignment notification by AR Sys- completing customer satisfaction survey 41
tem Alert 95, 132 reviewing 188
receiving assignment notification by email
95, 133 T
relating table data
existing request to case 110 printing 51, 81
existing request to change request 142 sorting 51, 80
new request to asset 174 updating 80
new request to case 110 working with as requester 50
new request to change request 141 working with as support 80
removing table data, updating 50
related request from asset 173 task implementors
related request from case 109 assigning tasks to 152
related request from change request 141 role of 58
requesting reassignment of cases 96 working with Change Tasking module 155
resolving cases 111 tasks. See change tasks
resolving change requests 154 tracking and creating assets
searching as management 190
for asset components 169
for asset records 162 U
for change requests 136 updating
for requester 90, 127 table data 50, 80
for solutions 104 work order contact information 150
using reminders 76 URL
using the Bulletin Board 72 manager login 179
using the Remedy IT Service Management requester login 28
Console 64 support login 62
viewing using
assigned change tasks 157 Manager View menu 181
reminders 78 Remedy Help Desk application 19
requests related to asset 172
requests related to case 109

Index ! 235
Remedy Help Desk 5.5

V
viewing
assigned change tasks 157
associated tasks for change request 147
attachments in Bulletin Board messages 73
Bulletin Board messages as requester 43
closed cases 16
reminders as requester 46
reminders as support 78
requests related to assets 172
requests related to change request 140
requests related to help desk case 109
your group’s open cases 98
your group’s open change requests 137
your open cases 99
your open change requests 137

W
Web Services 15
web views 15
work log 102
work order
adding or removing contact information 151
description of 15
task as 148
updating company information 149
updating contact information 150
work order tab 145

236 "Index