Remedy - Getting Started

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					BMC Remedy IT Service Management
       Getting Started in Remedy
             November 2007
BMC Remedy IT Service Management                                       Quick reference guide




                                           Document Control

Document Type                      User documentation
Document Title                     Getting Started in Remedy
Screen/File Name                   Remedy_Getting_Started_v1
Author/s                           Documentation & Training Services, Enterprise Applications /
                                   Remedy Operations, Enterprise Applications
Version Number                     v1
Version Date                       21 November 2007
Status                             Final




The University of Melbourne 2007                                                                  2
BMC Remedy IT Service Management                                                                       Quick reference guide



Table of Contents

Accessing Remedy............................................................................................................4
   Accessing the Overview Console (PC client)............................................................................... 4
   Accessing the Overview Console (web client) ............................................................................. 5
Navigating the active windows (PC client) ........................................................................6
   Moving between screen ............................................................................................................... 6
   Cascading active screens ............................................................................................................ 6
Understanding the Overview Console...............................................................................7
Using the Navigation pane ................................................................................................8
   Console View ............................................................................................................................... 8
   Console Functions ....................................................................................................................... 8
   Other Applications ........................................................................................................................ 9
Using the Assigned Work table .......................................................................................10
   Viewing request tickets .............................................................................................................. 10
   Sorting requests ......................................................................................................................... 10
   Altering column display .............................................................................................................. 11
Using the Broadcasts table .............................................................................................14
   Viewing broadcasts .................................................................................................................... 14
Setting application preferences .......................................................................................15
Creating records in the Overview Console......................................................................17
Searching for records in the Overview Console ..............................................................18
Other Key Consoles ........................................................................................................19
Getting Help ....................................................................................................................20
   Logging a request for assistance ............................................................................................... 20
   User Guides ............................................................................................................................... 21
   On-line Help ............................................................................................................................... 21
Keyboard Shortcuts.........................................................................................................23




The University of Melbourne 2007                                                                                                                3
BMC Remedy IT Service Management                                  Quick reference guide


Accessing Remedy
Before you start using Remedy, please ensure your Team Leader/Manager has requested (with
the Service Desk) that you be granted Remedy access and appointed to the appropriate support
group/s. Once your access has been confirmed via email, you can begin to use Remedy through
either the web console or the Remedy PC client.

Accessing the Overview Console (PC client)
Refer to the Remedy website (http://remedyweb.unimelb.edu.au/) if you require details on
downloading the Remedy PC client.
1   Navigate to Start > Programs > Action Request System > BMC Remedy User.
    The Remedy Login dialog screen will display.




2   Enter your unimelb domain User Name and Password.
3   Click Options to display additional fields.




4   Enter the server address remedy.unimelb.edu.au in the Preference Server field.
    Leave the Authentication field blank.
5   Click OK to login.
    The Remedy User – Home Page will display.
    The Home Page is your starting point for accessing the different Remedy consoles.




6   Select Overview Console from the Foundation Elements section on the Quick Links menu.
    The Overview Console will display.


The University of Melbourne 2007                                                               4
                                                                                                      Getting Started
BMC Remedy IT Service Management                                   Quick reference guide


Accessing the Overview Console (web client)
Macintosh users please note that Remedy access is only available via the web console (i.e.: not
the client interface) using a FireFox browser.


1   Navigate to http://remedyweb.unimelb.edu.au.
    The IT Service Management Tool homepage will display.
2   Click the Login via the web link.
    The Remedy Login dialog screen will display.




3   Enter your unimelb domain User Name and Password.
4   Click Log In.
    The Remedy User – Home Page will display.
    The Home Page is your starting point for accessing the different Remedy consoles.




5   Select Overview Console from the Foundation Elements section on the Quick Links menu.
    The Overview Console will display.




The University of Melbourne 2007                                                                  5
BMC Remedy IT Service Management                                  Quick reference guide


Navigating the active windows (PC client)
Each time you open a console or request ticket in Remedy, it will open in a new window. This can
become confusing if you have a large number of screens open at one time. The Window menu
enables you to view which requests and consoles you have open and to navigate between them.

Moving between screen
•   Select Window from the Menu bar then highlight the desired window.
    Note: a tick indicates the active window.




Cascading active screens
The Cascade option in the Window menu enables you to arrange the active Remedy windows in
a cascading form, with each window slightly offset from the previous one.




•   To activate, select Window > Cascade from the Menu bar.




The University of Melbourne 2007                                                               6
                                                                                                        Getting Started
BMC Remedy IT Service Management                                      Quick reference guide


Understanding the Overview Console
The Remedy Overview Console is the primary interface for support staff. It provides an overview
and quick access to the items requiring your attention as well as enabling you to access common
functions (via the Navigator pane).




The Overview Console contains a number of sections.
    •   Navigation pane – located on the left of the screen, this pane enables you to determine
        the requests that display, access to the available functions, and link to other applications.
    •   Assigned Work table – this is the main component of the console and displays a
        summary of request tickets that have been lodged. You may use this section to access
        full request details, create new request tickets or search for specific tickets.
    •   Broadcasts section – located at the bottom of the screen, this section displays active
        broadcasts and provides access to broadcast functions (e.g.: view details, create new
        broadcast, etc).




The University of Melbourne 2007                                                                    7
BMC Remedy IT Service Management                                       Quick reference guide


Using the Navigation pane
The Navigation pane, located on the left side of the console enables you to specify the request
tickets you would like to display in the Assigned Work table. The Navigation pane is divided into
the following sections:
    •   Company – displays requests associated with a particular company (not used by the
        University)
    •   Console View – enables you to filter the requests that display in the Assigned Work table
    •   Console Functions – enables you to set your profiles and preferences
    •   Other Applications – enables you to open other available Remedy ITSM applications

Console View
The functions under the Console View section enable you to filter the requests that you wish to
display in your Assigned Work table.
Personal
This view displays all requests that have been assigned to you.
Selected Groups
This view displays requests that have been assigned to the support group/s for which you are a
member and which you specify. When you select an option from Selected Groups, you will need
to select from the list of support groups for which you are a member.
    •   Show All – displays all requests for the group/s you specify
    •   Show Unassigned – display all requests that have not been assigned to an individual, but
        which have been assigned to the group/s you specify
All My Groups
This view displays all requests that have been assigned to all the support that you belong to (i.e.:
if you belong to more than one support group, the requests for all those groups will display).
    •   Show All – displays all requests for all support groups
    •   Show Unassigned – displays all requests that have not been assigned
Other Groups
This view allows you to specify a group for which you wish to view requests (e.g.: if you wish to
check the status of a request submitted to another group for action). When you select an option
from Other Groups, you will need to select the desired group from the list of support groups.
    •   Show All – displays all requests for the group/s selected
    •   Show Unassigned – displays all requests that have not been assigned

Console Functions
The Console Functions section enables you to specify your profiles and preferences.
Select Status Values
This function allows you to specify which request tickets display in the Overview console based
on their status.
My Profile
This function allows you to view and update your personal profile.
    •   Update your department and contact details
    •   View your permission and access details




The University of Melbourne 2007                                                                    8
                                                                                                      Getting Started
BMC Remedy IT Service Management                                   Quick reference guide


Application Preferences
This function allows you to view and update your application preference and options (note: this
function is also available in the application consoles).
Refer to Incident Management or Change Management user guides for further details.

Other Applications
The Other Applications section enables you to access other Remedy ITSM applications that are
being used by the University (e.g.: Incident Management, Change Management, Problems
Management, etc).




The University of Melbourne 2007                                                                  9
BMC Remedy IT Service Management                                      Quick reference guide


Using the Assigned Work table
The Assigned Work table displays a list of requests that have been logged.
When you first log in to Remedy the console view will default to the Personal view (i.e.: all
requests assigned to you). You may change this default via the Application Preferences function
(refer to Setting application preferences on page 14). Alternatively, you may change the contents
displayed in the Assigned Work table by specifying the console view in the Navigation pane (refer
to Using the Navigation pane on page 8).


Each request used in Remedy has a specific prefix to identify the type of request it is. The
prefixes used are outlined below:
    •   CRQ – Identifies change requests (Change Management application)
    •   INC – Identifies incidents (Incident Management application)
    •   PBI – Identifies problems (Problem Management application)
    •   PKE – Identifies known errors (Problem Management application)
    •   SDB – Identifies solution database entries (Problem Management application)
    •   TAS – Identifies tasks (tasks can be attached to incidents, problem investigations or
        change requests)



Viewing request tickets
The Assigned Work table displays a summary of the request ticket (note: the details that display
will depend on the column settings you have specified, for further details on adjusting the
Assigned Work table refer to Altering column display on page 11).
To view details of a request you will need to access the individual request ticket.
To view requests
1   Select the request you want to view from the Assigned Work table.
2   Click View, or double-click the request ticket.
    The details of the request will display.


Sorting requests
The order in which the request tickets are displayed in the Assigned Work table will default to the
Request ID but you may change this.


To sort via the column heading
•   Click on the column header for the value by which you wish to search. This will sort by the
    selected column by ascending order (as indicated by the upward arrow, e.g.:                 ).
•   To reverse the order, click the column header as second time, the column is now sorted in
    descending order (as indicated by the downward arrow, e.g.:              ).




The University of Melbourne 2007                                                                 10
                                                                                                     Getting Started
BMC Remedy IT Service Management                                    Quick reference guide

Altering column display
There are a number of ways you may adjust the columns that display in the Assigned Work table:
    •   Hide columns
    •   Reorder columns
    •   Resize column width
Important: if you wish to set these preferences as your default view whenever you log in, you will
need to save your changes.


To save changes (PC client)
1   Make desired changes.
    Refer to appropriate section below for details.
2   Place your mouse in the table and right-click.
    A context menu for the table will display.
3   Select Preferences > Save.


To save changes (web client)
1 Make desired changes.
    Refer to appropriate section below for details.
2   Place your mouse in the table and click Preferences.
    A context menu for the table will display.
3   Select Save.

To hide columns in the Assigned Work table (PC client)
1 Place your mouse in the table and right-click.
    A context menu for the table will display.
2   Select Preferences > Remove Column.
3   Select the column you would like to hide.




The University of Melbourne 2007                                                                11
BMC Remedy IT Service Management                                Quick reference guide


To hide columns in the Assigned Work table (web client)
1 Place your mouse in the table and click Preferences.
    A context menu for the table will display.
2   Select Remove Column.
3   Select the column you would like to hide.




To display columns in the Assigned Work table (PC client)
1 Place your mouse in the table and right-click.
    A context menu for the table will display.
2   Select Preferences > Add Column.
3   Select the column you would like to display.
    Note: you can only add columns that you have previously removed.




To display columns in the Assigned Work table (web client)
1 Place your mouse in the table and click Preferences.
    A context menu for the table will display.
2   Select Add Column.
3   Select the column you would like to display.
    Note: you can only add columns that you have previously removed.




The University of Melbourne 2007                                                        12
                                                                                                  Getting Started
BMC Remedy IT Service Management                                  Quick reference guide

To reorder the columns in the Assigned Work table (PC client)
1 Place your mouse in the table and right-click.
    A context menu for the table will display.
2   Select Preferences > Column Order.
    The Column Order dialog screen will display.




3   Select the column you wish to reorder and click    or    to move the column to the desired
    location.
4   Click OK.

To reorder the columns in the Assigned Work table (web client)
1 Click the column header you wish to move.




2   Drag the column to the desired position.

To resize column width
1 Click the grid line for the column header you wish to resize.




2   Drag the column to the desired width.




The University of Melbourne 2007                                                             13
BMC Remedy IT Service Management                                     Quick reference guide


Using the Broadcasts table
The Broadcast table at the bottom of the Overview Console will display any active or current
broadcast messages. Broadcast messages are announcements, regarding work in progress,
system status or outage, planned work, etc, that are available for viewing by all users.
Note: while these messages may be viewed by all users, they can only be created by an
authorised user. If you require an announcement to be added, contact the IT Services Desk.
As with the Assigned Work table, Remedy allows you to adjust your display preferences in the
Broadcast table (e.g.: request order, column width, column order, etc). For further details on
sorting records refer to Sorting requests on page 10, for further details on adjusting your column
view refer to Altering column display on page 11.

Viewing broadcasts
The Broadcasts table displays a summary of the message. To view details of a broadcast
message you will need to access the individual broadcast record.
To view broadcasts
1   Select the message you want to view from the Broadcast table.
2   Click View, or double-click the broadcast record.
    The details of the broadcast will display.




The University of Melbourne 2007                                                                 14
                                                                                                      Getting Started
BMC Remedy IT Service Management                                      Quick reference guide


Setting application preferences
Remedy allows you to set a number of preferences within the Overview Console as well as within
the individual applications. This enables you to specify the default actions performed as well as
the requests and messages that will display.


To set the default console view
This preference controls the requests that display in the Assigned Work table when you first log in
to your Remedy session.
1   Log in to Remedy and navigate to the Overview console.
2   Select Console Functions > Application Preferences in the Navigation pane.
    The Application Preferences dialog screen will display.

3   In the Console View field click    and select the desired view.




4   Navigate through the individual tabs and specify (in the Overview Console section of the tab)
    the requests you wish to display in the Assigned Work table of the Overview console.
    e.g.: in the Incident Management tab, specify if you wish to display incidents and tasks.




5   Click Save.


To display confirmation of a case number (PC client)
This preference ensures a dialog box detailing the case number, will display once you save the
request ticket.
1   Select Tools > Options from the menu bar.
2   Click the Confirmation tab.
3   Tick the After Creating a New Request check box.
4   Click OK.
    When you save a new request a dialog screen will display advising of the request ID.




The University of Melbourne 2007                                                                 15
BMC Remedy IT Service Management                                  Quick reference guide


To maximize the Remedy User window (PC client)
This option enables you to maximize the size of the Remedy User tool window that displays when
you access Remedy. This setting will take effect the next time you login to your Remedy session.
1   Select Tools > Options from the menu bar.
2   Click the General tab.
3   Tick the Maximize BMC Remedy User check box.
4   Click OK.


To maximize console/ticket windows (PC client)
This option enables you to maximize the size of the windows that display when you access a
console or select an individual ticket.
1   Select Tools > Options from the menu bar.
2   Click the General tab.
3   Tick the Maximize Window check box.
4   Click OK.




The University of Melbourne 2007                                                              16
                                                                                                       Getting Started
BMC Remedy IT Service Management                                     Quick reference guide


Creating records in the Overview Console
You may create new request tickets via the Overview Console.


1   In the Overview Console, click Create.
    The Select Request Type dialog screen will display.




2   Select the type of ticket you would like to create from the drop-down menu.
3   Click Select.
    A new form for the selected request type will display.
4   Complete the request as normal.
    Refer to the appropriate ITSM application guide for further details on creating request tickets.




The University of Melbourne 2007                                                                  17
BMC Remedy IT Service Management                                     Quick reference guide


Searching for records in the Overview Console
You may search for request tickets from the various ITSM applications via the Overview Console.


1   In the Overview Console, click Search.
    The Select Request Type dialog screen will display.




2   Select the type of request for which you wish to search from the drop-down menu.
3   Click Select.
    A search form for the selected request type will display.
4   Enter the appropriate search criteria and click Search.
    Refer to the appropriate ITSM application guide for further details on searching.




The University of Melbourne 2007                                                             18
                                                                                                  Getting Started
BMC Remedy IT Service Management                                  Quick reference guide


Other Key Consoles
In addition to the Overview Console, a number of key consoles are being used by the University
of Melbourne.
Incident Management
The Incident Management console enables Remedy users to manage incidents. It allows the
University to restore normal service operations as quickly as possible with a minimum of
disruption to users.
Refer to the Incident Management Reference Guide for further details.
Change Management
The Change Management console enables Remedy users to plan, schedule, implement and
track changes that need to be completed.
It allows users to:
    •   assess the scope of the change
    •   analyse the costs (both time and expense) associated with the change
    •   perform impact and risk analysis
    •   schedule the resources needed to complete the change
Refer to the Change Management Reference Guide for further details.
Problem Management
The Problem Management console enables Remedy users to manage the investigation of
recorded problems, known errors and solution database entries.
Remedy Knowledge Management
The Remedy Knowledge Management console enables users to record and retrieve solutions to
problems and known errors in a comprehensive knowledge base




The University of Melbourne 2007                                                             19
BMC Remedy IT Service Management                                   Quick reference guide


Getting Help
A number of resources are available to help you use Remedy.



Logging a request for assistance
Requests for assistance with Remedy (e.g.: request for training, issues with access, etc) may be
submitted via the IT Service Desk website.
To log a web request
1 Navigate to http://servicedesk.unimelb.edu.au/.
    The Service Desk screen will display. This screen enables you to submit requests for
    assistance relating to IT services.
2   Select Remedy: Service Management Tools from the drop-down menu.
    The IT Service Management Tools Enquiry form will display.
3   Enter your request details.




4   Click Submit.




The University of Melbourne 2007                                                               20
                                                                                                     Getting Started
BMC Remedy IT Service Management                                    Quick reference guide

User Guides
For details on using individual Remedy applications refer to the appropriate user guide:
•   Getting Started: general assistance in using Remedy and the Overview console.
•   Incident Management: administering incidents using the Incident Management console.
•   Change Management: administering change requests using the Change Management
    console.

On-line Help
Remedy on-line help provides information and instructions for the tasks that you may perform in
Remedy. There are two levels of on-line help: help for the Remedy User tool and help for the
individual console/application (i.e.: incident management, change management, etc).
Note: on-line help is created by BMC Software and provides generic instructions/assistance in
using Remedy, for University-specific instructions refer to the appropriate user guide.


On-line help for the Remedy User tool (PC client)
This level of help provides assistance for using the Remedy tool. Information is presented in
generic form and includes sections such as Creating requests, Searching for requests, Setting
preferences, etc. This help does not provide instructions for using the individual
applications/consoles.
To access on-line help
1   Select Help > Contents and Index from the menu bar.
    Alternatively, click F1.
    The BMC Remedy User Help window will display.




2   Click the Contents tab and navigate the menu to locate the desired topic.
    Alternatively, click the Search tab and enter the keyword or topic for which you wish to
    search.




The University of Melbourne 2007                                                                21
BMC Remedy IT Service Management                                      Quick reference guide

On-line help for an application/console
This help provides assistance at the individual application or console level (i.e.: Incident
Management, Change Management). The help provides detailed instruction for using the
selected application (e.g.: the Incident Management help includes sections such as Recording a
new incident, Resolving an incident, and Viewing broadcast messages).
To access on-line help
1   Click         located at the top right of the console or ticket window.
    The On-Line Help dialog screen will display.




2   Select the help you would like to view then click OK.
    The help for the selected application will display.




3   Click the Contents tab and navigate the menu to locate the desired topic.
    Alternatively, click the Search tab and enter the keyword or topic for which you wish to
    search.




The University of Melbourne 2007                                                               22
                                                                                                                 Getting Started
BMC Remedy IT Service Management                                                  Quick reference guide


Keyboard Shortcuts
Remedy allows you to perform many actions using keyboard shortcuts. The available shortcuts
are outlined in the table below. Note: some shortcuts are not available in the web client.

  Action                                                                                Keyboard Shortcut

  Open your designated Home Page.                                                       Alt+Home
  Display the selected record.                                                          Ctrl+Alt+D
  Copy all content of all fields to the clipboard.                                      Ctrl+A
  Copy the selection to the clipboard.                                                  Ctrl+C
  Cut the selection, and copy it to the clipboard.                                      Ctrl+X
  Paste the selection.                                                                  Ctrl+V
  Past the contents from the clipboard to the current location.                         Shift+Insert
  Undo the last action in a character or diary field.                                   Ctrl+Z
  Fill the fields of the record with default details.                                   Ctrl+U
  Clear all entries in the record’s fields.                                             Ctrl+E
  Copy all field information in the current record to a new record while in Search      Ctrl+T
  or Modify mode.
  Save the current record and go to the next record in the results list.                Ctrl+Y
  Delete a record (Administrator only).                                                 Ctrl+D
  View the status history for the record.                                               Ctrl+H
  View alerts.                                                                          Ctrl+L
  Exit an application list or flashboard that is in focus.                              Ctrl+J
  Open the Object List dialog screen to open forms, guides and applications.            Ctrl+O
  Open the Print dialog screen where you can print the current window.                  Ctrl+P
  Open the Find Forms dialog screen.                                                    Ctrl+F
  Close the current window.                                                             Ctrl+F4
  Close all windows.                                                                    Ctrl+W
  Close a dialog screen without saving changes.                                         ESC
  Switch the Details pane to New mode.                                                  F2
  Switch the Details pane to Search mode.                                               F3
  Refresh the search.                                                                   F5
  Switch focus between the Results and the Details pane.                                F6
  Return the fields from the Advanced Search bar (Press ALT+S to get to the
  Advanced Search bar).
  Select the previous record in the results list or select the previous tab in a page   Ctrl+Page Up
  field.
  Select the next record in the results list, or select the next tab in a page field.   Ctrl+Page Down
  In New or Modify mode, save changes to the request. In Search mode                    Ctrl+Enter
  perform a search.
  Navigate through active records.                                                      Ctrl+Tab
  Insert a tab into the test of a text or diary field.
  Open a text editor or diary editor for a text field or diary field, or open a         Shift+Alt+F7
  calendar or time control for a date or time field.




The University of Melbourne 2007                                                                            23
BMC Remedy IT Service Management                                              Quick reference guide


Keyboard Shortcuts continued
  Action                                                                           Keyboard Shortcut

  Open the menu in a menu field.                                                   Alt+    or Alt+
  Execute an active link in a multiple-line field (usually used when there is no   Shift+Alt+F5
  mouse).
  Go to the beginning of the current field.                                        Ctrl+Home
  Go to the end of the current field.                                              Ctrl+End
  Go to the first field in the tab order.                                          Shift+Ctrl+Home
  Go to the last field in the tab order.                                           Shift+Ctrl+Home
  In Search mode, go to the Advanced Search Bar if it is visible (press F6 to      Alt+S
  return to the fields on the form).
  In accessibility mode, access a menu attached to a character or diary field.     Alt+M
  Refresh an unloaded table (when focus is on the table).                          Enter
  Display context-sensitive help for the dialog screen (when a dialog is           F1
  displayed).
  Open BMC Remedy User help when a form is displayed.




The University of Melbourne 2007                                                                       24

				
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