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Management
Updated
Basic Training
Manual
Implemented with
DOCUMENT OVERVIEW..............................................................................................4
REMEDY OVERVIEW....................................................................................................4
HELP DESK (PROBLEM MANAGEMENT)...........................................................................4
CHANGE MANAGEMENT...................................................................................................4
USING THE SYSTEM......................................................................................................5
OBTAINING A REMEDY LOGIN.........................................................................................5
SETTING UP YOUR USER ID (LOGIN ACCOUNT)..............................................................5
NAVIGATION & GENERIC TASKS..............................................................................8
NAVIGATION.....................................................................................................................8
USING THE REMEDY SERVICE CONSOLE..........................................................................8
Gathering Information within Remedy........................................................................9
Function within the Support console...........................................................................9
BUTTONS AND FUNCTION KEYS.....................................................................................10
New Request..............................................................................................................11
Search for Request.....................................................................................................12
Bulletin Board (Hot News)........................................................................................12
Reporting...................................................................................................................12
Working with Tables..................................................................................................12
OPEN NEW REQUEST......................................................................................................13
SEARCH REQUEST..........................................................................................................16
Searching for a Specific Tickets................................................................................17
Searching for a User (customer)...............................................................................17
Advanced Searches....................................................................................................19
Search by Creation Date...........................................................................................19
PROBLEM MANAGEMENT........................................................................................25
SUPPORT TASKS.............................................................................................................25
CREATING A NEW PROBLEM MANAGEMENT TICKET.....................................................25
Resolving Tickets on Initial Contact..........................................................................28
Ticket Assignment......................................................................................................28
Receiving Request Assignments.................................................................................30
Accepting Request Assignments................................................................................30
MODIFYING/UPDATING EXISTING REQUESTS.................................................................31
RESOLVING TICKETS......................................................................................................31
CLOSING TICKETS..........................................................................................................32
CANCELING TICKETS......................................................................................................32
TICKET SOLUTIONS (COMMON PROBLEMS)...................................................................33
Searching for Existing Solutions...............................................................................34
Resolving Requests....................................................................................................34
Creating New Solutions.............................................................................................34
Creating a Solution without a Ticket.........................................................................35
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Document Overview
This document provides the information on how to perform basic tasks in Remedy. This
is not a comprehensive document. A reference document exists that provides more
detailed explanations. This document will help you get started with Remedy. This
document will help you become familiar with the basic concepts of the tool.
Remedy Overview
WHAT IS REMEDY? This section provides information about the Remedy application
used for Problem Management at NiSource. Remedy is an application that is made up of
several different components and modules. All Remedy modules run on the Remedy
Action Request System (ARS). This is the core of the Remedy suite. Remedy has
numerous commercial modules, such as Help Desk, Change Management, and Asset
Management that can be used in addition to custom ARS applications. NiSource uses the
Remedy Action Request System, and a customized Remedy Help Desk module with
Change Tasking.
Note: Help Desk Requests processed using the Remedy Problem
Management application are referred to as Problem Management tickets.
Change Management
NiSource uses Remedy Help Desks Change Tasking features to track changes. This is
accessed through the same interface as the Help Desk application. The navigation and
basic system behavior is the same to make it easier to learn both tools. You will go to one
place to submit or work on a Help Desk request or a Change request.
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Figure 2 - Login
Tip: After logging in to Remedy you can set your User Tool Options to be more usefriendly according to your preferences by selecting Tools from the Toolbar menu and
clicking Options.
When you start Remedy Problem Management Support, the Remedy Service 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.
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Navigation
First, lets take a look at how to move around within Remedy. When you login to the
system the Remedy Service Console will display.
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Function
Shortcut Key
Begin a Task
Ctrl+T
New Request
n/a
New Search
F3
Save
Ctrl+Enter
n/a
Ctrl+P
Print Preview
n/a
Report
n/a
n/a
n/a
n/a
Next / Previous
Ctrl+Pgup
Ctrl+Pgdn
Close/Exit
Alt+F4
Bulletin board
N/A
Reminders
N/A
People Information
N/A
Approval By Asset
N/A
N/A
Asset to Services
N/A
or
Function
Shortcut key
N/A
Ctrl+A
N/A
Ctrl+C
N/A
Ctrl+E
N/A
Ctrl+H
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Ctrl+R
N/A
Paste
Ctrl+V
N/A
Ctrl+W
N/A
Cut
Ctrl+X
N/A
Ctrl+Y
N/A
Undo
Ctrl+Z
N/A
F2
N/A
F3
N/A
F5
N/A
Paste
Shift+Insert
N/A
Ctrl+Page Up
N/A
Ctrl+Page
Down
N/A
Ctrl+Enter
N/A
Ctrl+Tab
N/A
Shift+Alt+F7
N/A
Context-sensitive help
F1
New Request Opens new request option for Help Desk or Change
Search Request Opens search request option for Help Desk or Change
Bulletin Board Provides view of current open issues
Reporting Opens Reporting page
Web Reports Opens Web site for all Remedy Reporting
Feedback Provides a feature for all feedback including any issues or
enhancements to the tool.
View Outages Opens the Search window to view Outages.
Details Opens the highlighted request in the table for more information
Refresh Refreshes the table with new information
X
Figure 6 Remedy Service Console Buttons
New Request
Click the New Request icon if you want to create a new request.
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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.
2. To reverse the sort order within that column, click the column header again. On
the web, click the arrow in the header.
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You can move through the fields on the screen using your mouse or by using the
Tab key.
If the field has a down arrow next to it, it is a drop-down menu. You click on the
arrow and the menu will display.
If there is a small icon that looks like a calendar, clicking on the icon will pop up
a calendar for you to use in selecting a date. You can also just type the date in.
All labels (the words beside the fields) that are bold are required field. You must
enter data in all required fields before you can save or continue in Remedy.
Labels that have a + sign after (i.e. Login Name+) are indications that you can put
your cursor in that field and hit the Enter key to search for that information.
The bottom of the form will usually contain several Tabs. Click on the tab names
to open that tab. You will not lose any information by going between tabs before
saving.
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Search Request
When selecting Search Request a pop-up just like the New Request pop-up appears
giving you the option of Help Desk or Change Request. Choose the type of request you
want to search.
If you enter 120 in the Change ID field and press the search button, you will see
ticket CHG00000120.
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If you type MTAYLOR in the Login Name+ and press search, you will return
all request entered for MTAYLOR.
5. Click the Search button on the main Search window to search for tickets assigned
to that agent.
To search for a specific problem ticket number (Case Number) follow these steps:
1. On the Service Console, click the Search for Request button.
2. Select Request Type (Help Desk).
3. Click the General Tab, and enter the ticket number in the CaseID+ field.
4. Click the Search button. (Note: You do not need the letters HD or leading 0s)
Searching for a User (customer)
You can enter User information in one of two ways:
1. Enter a User ID (i.e.: TCO1234, U12345) in the Login Name field.
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Category - Menu items that you can choose are determined by your
administrator. The category field is the broadest categorization of the ticket. For
example, ticket categories could include Hardware, Software, or Network.
Type - 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 ticket
with more precision. For example, ticket types could include Printers, Servers, or
Workstations. Software Type is a list of the applications from the Application
Portfolio.
Item - 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, ticket items could include
product, model, or component names.
Module - Module field is available for use by specialized Business Segments. It
can also be used for an added level of detail for reporting requirements. Skills
assignments cannot be made at this level, they are only set at the Category, Type
and Item levels.
Note: The Unknown value may be used when a technician creates a new
request. The administrator will receive an email when a ticket of this type
is submitted to foster CTI Standards.
When a customer call is entered via the web, the Category, Type and Item
fields may also be Unknown. In these cases the First Level Support
analyst will contact the customer and determine what the true CTIM is at
that time.
Advanced Searches
You can also perform advanced searches in Remedy.
1. Click the Advanced button in the upper right corner of the screen.
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Figure 26 Address
Availability Tab Enter your availability schedule on this page. The default is 24 x 7
for 1 year. For example: if you were on vacation from 2/11/02 to 2/15/02 and 12/24/02
to 1/2/03 then you would have 2 availability schedules, first would be from 1/2/02 to
2/8/02, then 2/18/02 to 12/23/02 (there would be more for additional Holidays that you
have off). You would also add a schedule, even if it overlaps, for a time period that you
are on call.
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Figure 27 Availability
Contact Numbers Tab (Main Numbers) Enter other contact numbers that you use.
Contact Numbers Tab (Contact Preferences) Enter other contact information here,
when to call which number, priority, etc. The Other # field can be used to store
numbers for temporary locations or for numbers not included in the pre-defined contact
numbers such as an additional pager, wireless, etc.
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Outages
Outages can be added after a request has been created and saved.
Adding/Modifying an Outage
xxx
Deleting an Outage
xxx
RCA Required Outages
xxx
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Problem Management
This section provides information about the Support role of the Remedy Problem Management
application and about the activities that you can perform. As a support staff member, you work with
Users to answer questions and solve Problem Management tickets.
Note: Requests processed using the Problem Management application are referred to as
Problem Management tickets. The Remedy application may also refer to them as Help
Desk Cases.
Support Tasks
Using the Remedy Problem Management application, support staff can perform the following tasks:
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Save
Option 2:
a. Click the Save and Reopen button to create the new Problem Management ticket.
b. A popup window displays allowing assignment of an individual or group to the ticket.
c. You can also select the Self or choose Close to take the default assignment.
d. See the Assignment section for additional details.
Below are details about the main fields that you will be using to enter a new Problem Management
ticket.
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NM
P - When ticket originates from a network management program (NMP). This is rarely entered
manually.
Figure 39 Source Field
Note: Bold fields are required and the case will not save/submit if they are empty.
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1. Select the request in the Assigned Requests in the Remedy Service Console, and click Details.
2. The request is displayed in the Modify Problem Management Ticket form.
3. Set the Status field to Work in Progress if you are ready to start working on the ticket.
4. Click the Activity tab, and update the Work Log with the information you used to work the
problem.
5. Optionally, if you are assigned to a group, select your name from the Individual field.
6. Click Save.
A message reports that the ticket is assigned to you.
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Resolving Tickets
When you finish working on a ticket, you must change its status to Resolved. The Customer is notified
when a ticket is resolved. The Customer can confirm resolution or reopen it if the resolution was not
satisfactory.
If the Technician does not close or reopen the ticket, the Problem Management module automatically
changes the status to Closed (after 1 day), and changes the Closure Code to Automatically Closed. The
response time to change the status depends on how the Remedy Problem Management administrator
configured the application module.
Below are the steps to follow to resolve a ticket:
1. Search for the ticket that you want to resolve, and open it, as described in Searching for a
Problem Management Ticket in Windows on page 85.
2. The ticket opens in the Modify Problem Management Ticket form.
3. Click the Activity tab.
Revised Date: 1/9/2006
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In
the Work Log field, document how you resolved the ticket.
5. In the Time Spent Resolving Ticket field, enter the time you spent on the ticket.
6. In the Status field, select Resolved.
7. In the Resolved Code field, select the applicable code.
8. Enter a detailed Solution and RCA on the Solutions Tab as described in the Solutions section.
9. Click Save.
Closing Tickets
The ticket is automatically closed upon resolution. End user is sent an email saying the ticket is resolved
and the ticket is automatically closed in one day.
Canceling Tickets
To cancel a request/ticket follow these steps:
1. Change Requests - Select Canceled in the Closure code field.
2. Problem Requests - Select Canceled in the Resolve code field.
Note: Be careful when using the Cancel code. If the ticket you created is a duplicate
ticket, then do not cancel the ticket; instead, select the Resolved duplicate code. If the
Help Desk or 2nd level support have spent time working on the ticket, the ticket should
not be canceled.
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Set
Status to Proposed.
9. Click Save.
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Change Request
Primarily technicians and infrastructure groups will create Change Requests using the Change Task
feature of the Remedy Help Desk. The focus on this screen is to provide information about the change
being proposed. The fields with the bold labels are required fields. Below is the basic functionality
associated with Change tickets.
Types of a Change Request
General Request - A general request is defined as any change made to a device or asset involving user
notification, communication, planning, assessing risks, creating task dependencies, creating exit strategy,
and initiating approval process.
Single Task Change Request - A change request that requires a single action performed on a single
asset. This type of request will most likely be opened and closed by the Technical Lead.
Multiple Task Change Request - A change request comprising many activities or tasks needed to be
performed on one asset. This type of change allows you to create a task for every action needed to
complete the request. These tasks can be assigned to Task Implementers.
Flow-through - A flow-though is defined as a Move, Add, or Change to a single client asset. This also
includes new installations and any other changes that are made to a standard personnel asset. Example:
PC, Phone, Fax Machine, etc.
Emergency Changes - An emergency change request is defined as a change request that needs to be
implemented and does not have time to utilize the change process. If not implemented within a short
time frame, this type of change will result in systems being unavailable or at risk of becoming
unavailable causing an outage. This includes those instances where performance of a system is all ready
being degraded or service levels are being impacted. Technology and Infrastructure considers these
types of changes as Problem Management and will leverage the Service Disruption Communication and
Escalation Process to accommodate all emergency change requests. After or during the event a problem
ticket should be generated. Some characteristics of an emergency change request include:
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Category
Type
Item
Module (Module is not required)
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Change Complexity
Change complexity is used to determine the impact a change has on the organization. If an asset is
considered a High Risk device (defined in asset center), the change complexity is automatically set to
High Impact. Otherwise the Technical Lead is responsible to use the change complexity when
determining the change complexity.
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Successful
Successful with Problems
Unsuccessful
Cancelled
Automatically Closed
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Approval Required
Pending Approval- Starts the approval process
Rejected
Approved
Approval Process Cancelled
Not required- No approval required to implement the change
Note: Status and Approval Status work together within the request process. The Status
field monitors the actual status of the request. The Approval Status monitors the
Approval process of the request.
Sequence The order in which the change needs to be completed if multiple changes are related to one
another.
Asset The asset that is being changed associated with this request. The next graphic shows an asset
search screen. To search for an asset follow these steps:
1. Select Utilities from the main menu in Remedy
2. Select Asset to Service.
Note: Assets are maintained in Peregrine Asset Center and are automatically populated in
Remedy.
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If you do not find an asset, then press the Close button and continue to the next step to create a new
Asset.
Creating a New Asset:
If an asset does not appear in this list you must enter the Name, IP Address, Serial #, Category, Type,
Item, Status, Region, and Site in the search form. Once you have entered this information, press the
Add/Relate button to update the Asset information that you have just entered to the Asset form. You can
now relate you entry to the change ticket.
NOTE: You will not be able to add Servers, Hubs, Routers, Circuits or Switches to the
system. If there is one missing, please update Asset Center and Remedys asset
information will be updated within 5-10 minutes. By using this process, it is our goal to
keep Asset Center up to date with all new assets.
High Risk This field will be auto filled from asset center when the asset has been selected.
General Tab
The General tab contains requester and support information as well as the description of the request.
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Plan Request
Assessment
Filling out the Assessment Tab requires four fields in order to start the approval process. These fields
are:
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Related Project Projects are pulled from the project notebook populating Project Name, Project
Description and Project Owner.
Planned Start/End Date Start and End date when change will be implemented (Outage time)
Attachment A document, spreadsheet etc can be attached to this change request if it will add any
value to the people approving or working on the request.
Was this change tested? Select the response for this question Yes, No or Not Applicable.
Test Signature Will auto fill if Yes or Not Applicable is selected.
Test Results Must provide test results before continuing with approval process.
NOTE: May include test scripts or test plan results as attachments. If you do this you
must put see attachments in the Test Results field.
Locations Affected
Source Location is automatically populated. If multiple sites are the affected, add Region, Site, and OnSite Technician fields.
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Tasks
First lets take a look at how to create a task. Follow these steps to create a new task:
Revised Date: 1/9/2006
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Click
Create new Tasks button
Task Tab
Tasks are action items that are required to be completed before the change ticket can be closed. The
creation of tasks can only be done when the ticket is in Modify mode. Tasks cant be created while the
status of the ticket is New. Once the ticket has been saved you will be able to add task.
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Appendix A
Remedy and e-ESM comparison
For employees who are familiar with the e-ESM toolset, the table below compares e-ESM terminology
and functions to the Remedy application.
Problem Management
e-ESM Problem Management
Abstract
Summary
Severity
Priority
Call Code
Source
Add Note
WorkGroup
Assignment Group
Solutions Summary/Details
Cause Code
Root Cause
Outages
Related Items
Ticket
Case
Problem Management
Help Desk
Custom Query
Change Management
e-ESM Change Management
Remedy Change
Abstract
Summary
Assignee
Technical Lead
Change Risk
Change Complexity
Resource ID
Asset
Installation Instructions
Customer Impact/Business
Risks/Benefits Comments
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Exit
Strategy
Outages
Schedules
Tasks
Add Note
Problems
Related Items
Status
Postmortem
Technical Lead
Change Owner
WorkGroup
Assignment Group
Custom Query
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