Admin Training Manual Update 7-20-07 V2

Commonwealth of Pennsylvania
Remedy 6.3 Admin Training

Module 1
Administration Training Manual
Remedy Administration User Training Manual
Commonwealth of Pennsylvania
Office of Information Technology
Bureau of IT Services and Solutions
TABLE OF CONTENTS
HOME PAGE ___________________________________________________________ 3
REMEDY APPLICATION CONFIGURATION ____________________________________ 3
GENERAL CONFIGURATION _______________________________________________ 4
LOCATION _____________________________________________________________ 4
CATEGORIZATION ______________________________________________________ 4
ADDING A NEW RECORD ___________________________________________________________ 5
MODIFYING OR DELETING A RECORD ________________________________________________ 6
PEOPLE DEFINITION _____________________________________________________ 6

ADDING A NEW RECORD ___________________________________________________________ 8
MODIFYING OR DELETING A RECORD ________________________________________________ 8
GROUP DEFINITION _____________________________________________________ 9

VIEW CATEGORIZATION MS VISIO PROCESS MAP ______________________________________ 5
ADDING A NEW RECORD __________________________________________________________ 10
MODIFYING OR DELETING A RECORD _______________________________________________ 10
GROUP POPULATION ___________________________________________________ 11

DELETING A RECORD ____________________________________________________________ 12
SUPPORT-SPECIFIC CONFIGURATION ______________________________________ 14

GROUP SUPPORT STAFF SKILLS __________________________________________ 14
ADDING SKILLS TO SUPPORT GROUP ________________________________________________ 15
DELETING SKILLS FROM SUPPORT GROUP ___________________________________________ 16
INDIVIDUAL SUPPORT STAFF SKILLS _______________________________________ 16

CONFIGURING BUSINESS HOURS WORKDAYS ________________________________ 16
ADDING BUSINESS HOURS WORKDAYS ______________________________________________ 16
MODIFYING AND DELETING BUSINESS HOURS WORKDAYS ______________________________ 17
CONFIGURING BUSINESS HOURS HOLIDAYS _________________________________ 18

ADDING BUSINESS HOURS HOLIDAYS _______________________________________________ 18
MODIFYING AND DELETING BUSINESS HOURS HOLIDAYS _______________________________ 19
DEFINE ASSIGNMENT PROCESS ___________________________________________ 20

SUPPORT STAFF PERSONAL PREFERENCES __________________________________ 20
ADDING SUPPORT STAFF PERSONAL PREFERENCES _____________________________________ 21
MODIFYING AND DELETING SUPPORT STAFF PERSONAL PREFERENCES _____________________ 22
CHANGE MANAGEMENT SPECIFIC CONFIGURATION __________________________ 23
Last Updated: 7/20/2007
Page 1
AFFECTED LOCATIONS _________________________________________________ 23

MODIFYING OR DELETING A NEW RECORD __________________________________________ 24
AFFECTED SERVICES ___________________________________________________ 24

BROADCAST CATEGORY ________________________________________________ 25

ENTERPRISE APPROVALS ________________________________________________ 26
Page 2
COMMONWEALTH OF PA REMEDY ENVIRONMENT

Server:
Version:
Client:
Remedy.state.pa.us
6.3 Patch 020
Remedy User Tool 6.03.20
HOME PAGE
Depending on your roles/permissions, your homepage navigation window will have the
links to applications you have access to.
To administer the applications, click on the Remedy Application Configuration link.
REMEDY APPLICATION CONFIGURATION

Page 3
All configurations for the applications are performed from this form.
GENERAL CONFIGURATION
General configuration tasks apply to all the modules of the ITSM Suite.
LOCATION
The Remedy ITSM suite of applications uses a three-tiered menu hierarchy to define a
location. Each location is composed of a region, a site, and a department.
Locations are used with categorization to make sure that help desk cases, tasks, and
change requests are assigned to support staff individuals or support notification groups
who are configured with matching location information in the Configure Group Skills or
Configure Individual Skills form
Not being utilized at this time.
CATEGORIZATION
Help desk cases, assets, purchase requisitions, services, change requests, and tasks can be
categorized using a dynamic, three-tiered menu structure consisting of:
CategoryThe most general level of categorization.
TypeThe secondary level of categorization.
ItemThe third, and most specific, level of categorization.
Page 4
Change categorizations
Remedy Change Management and the Change Tasking module of Remedy Help Desk
provide two levels for tracking change activities: the change request and a series of
related change tasks.
A change request is a request for a planned activity implemented by the support staff.
These changes are typically larger in scope than an individual help desk case; they
can affect an individual, a group of people, or an entire organization. Change requests
often include many activities performed by many people, rather than a single action.
Categorization and location are also used with change requests to make sure that
change requests and tasks are assigned to the appropriate support groups.
Locations and categorization are also used to route change requests that require
approvals to the proper approvers.
Asset categorizations
Assets are now categorized based on the integration with the BMC Configuration
Management Database (CMDB). In previous versions of Asset Management,
information was stored in a single form. Now, in Asset Management and the Asset
Inventory module of Remedy Help Desk, each asset type has its own form and
attributes.
From the Application Configuration form Click on the General tab, then click the Step 2:
Categorization, click on Configure Button.
LINK TO VIEW CATEGORIZATION PROCESS MAP FLOW

Page 5
ADDING A NEW RECORD
Select the Module:

Enter the name of the new Category, unless it already exists, then select it from the drop
down list.
Enter the name of the new Type, unless it already exists, then select it from the drop
down list.
Enter the name of the new Item.
Select the Status of Active.
Click Add.
MODIFYING OR DELETING A RECORD

If modifying or deleting an existing record, click on Select Categorization button.
Select the Categorization from the pop up window.
Make the necessary changes, and then click the Modify button.
If deleting the categorization, click the Delete button.
*NOTE: Modifying or deleting the categorization will not populate through to the
associated Module, if you want to show the change on the modules requests, you will
need to go in and modify all existing requests.
PEOPLE DEFINITION
Use the People form to define all the people in your organization. The people will include
support individuals as well as non-support individuals. You can set up their login and
password, and their contact information.
Page 6

People Definition, and then click the Configure Button.
When adding people/users, first click on the Select Person and do a search to see if the
person exists. The individual may already have a people record and not a user record,
and we want to avoid creating duplicates in the system.
Click Select Person
Page 7

Enter the appropriate search criteria, like Last Name, and then click the Search Button.
The table will refresh with the results. If the person is displayed, highlight it and then
click OK.
If the person does not exist, click the Cancel Button.
LINK TO VIEW PEOPLE DEFINITION PROCESS MAP FLOW

ADDING A NEW RECORD
Fill in all required fields in the upper section: Login Name*+, Password(if creating a
new user, this field is required), Last Name*+, Full Name*+, Support Staff?*, Type*,
and Status*.
Note the changes to the Type drop-down:
All Support Staff which are Commonwealth employees should be Internal, unless they
belong to the participants or personnel drop downs within the Change Management
application. Then select the appropriate value.
Click on the Contact Tab Fill in all required fields and as much information as you
have on the person.
Click on the User Form Data tab Select the AR License Type: Fixed, Floating, Read,
Read Restricted.
Select the Application License Type, if the person should have access to Change
Management or Asset Management.
Click the Add Button.

After selecting the person from the Search People pop up window, make modifications to
the appropriate field as necessary.
Click the Modify Button.
If deleting the person, click the Delete Button.
Page 8
GROUP DEFINITION
There are two types of notification groups:
Support Notification GroupUsed to group support staff for the purpose of
assignment. Support staff are typically grouped by location and by skills. For
example, the default Support-HW group is a support notification group that is
notified of requests for service categorized as hardware issues.
General Notification GroupGeneral grouping of people used for notifications.
This could include people who are notified of reminders. You might want to
create general notification groups that include managers and supervisors, groups
that correspond with departments within your organization, or groups defined by
location.
Define notification groups: support notification groups and general notification groups.
Group Definition, click on Configure Button.
Page 9
LINK TO VIEW GROUP DEFINITION PROCESS MAP FLOW
ADDING A NEW RECORD

Select the Group Type: Support Notification or General Notification
Note: Support members should be in a support notification group. All other
groups (such as managers, supervisors, or departments) should be in a General
Notification Group.
Enter a group name Make sure the group name is unique and DOES NOT contain the
word Administrator in the name.
Enter a Group ID Assign a unique identification number for the group.
Tip: Click Select Group to view a list of current groups and their Groups IDs.
Enter Agency Code Asset Mgmt Specific
Enter Business Area Asset Mgmt Specific
Bureau/Section Select whether this group should be a selection from the drop down for
the bureau/section in Change Management.
Select the Associated Application Asset Management or Change Management
Select the Status*
Click the Add Button
*NOTE: If the Group Id or Name already exists, you will receive an error message
stating that.

Click the Select Group Button to select an existing record to modify or delete.
Page 10
Highlight the Group and click the OK Button.

Make modifications to all necessary fields as appropriate, if modifying the request.
Click the Modify Button.
If deleting the Group, click the Delete Button.
GROUP POPULATION
This step allows you to place people into your notification and application permission
groups.
Group Population, click on Configure Button.
LINK TO VIEW GROUP POPULATION PROCESS MAP FLOW
Page 11
ADDING A NEW RECORD

Select the Group Type:
Support Notification Support staff group for assignment. Support Staff are
typically grouped by location and skill.
General Notification Other people in the organization grouped for notification
purposes.
Permission Define the access users have within the application. Define the
people who will be working with the application as members of the APPManagement, APP-Support and APP-Administrator groups.
Select the Group Name
Click the Add Button
Enter the Last Name of the person whom you need to Add to the Group, click Search
Button. Note: Only Individuals on the People form who have the Support Staff?* Field
marked as Yes will show in this list.
Select the person from the table and click OK.
Repeat the above steps until all people have been added as needed.
DELETING A RECORD
Page 12

Select the Group Type from which to delete an entry
Select the Group Name
Select the person from the selected groups table and click Delete.
Or
Click Remove All, only if removing every member from the particular group.
Page 13
SUPPORT-SPECIFIC CONFIGURATION
Configuration tasks specific to your support staff include:
Associating areas of responsibility with support individuals and groups
Defining the work schedule to determine when the support staff is available
Configuring the pager interface
All support-specific tasks apply to Remedy Help Desk for the Enterprise and
Remedy Change Management for the Enterprise.
GROUP SUPPORT STAFF SKILLS

This section contains the procedures for assigning areas of responsibility (in the form of
categorization and location) to support notification groups and to support individuals.
Your organization can use either of these business modelssupport groups or
individualsor a combination of the two, but you must make sure that there is a member
of your support staff configured to respond to each type of request that comes into your
support organization.
Page 14
LINK TO VIEW GROUP SUPPORT SKILLS PROCESS MAP FLOW
ADDING SKILLS TO SUPPORT GROUP

From the Application Configuration form Click on the Support Specific tab, then select
Step 1: Group Support Staff Skills, and then click Configure.
Click the Show a Groups Skills tab.

Select the Group Name from which you want to assign skills.
Click Add.
Page 15
Select the Module where this skill and group are to be associated
Select the scope Specific Category or All Categories
If you select Specific Category, you will need to select the Category, Type and
Item.
Select the Scope (location) for this Group Skill and module Specific Location or All
Locations
If you select Specific Location, you will need to select the Region, site and
Department.
Click Add.
Repeat above steps for each module for the selected group.
Click Close when finished adding all necessary modules/skill combination for the
selected group.
Proceed with the above steps for each group which needs skills assigned.
DELETING SKILLS FROM SUPPORT GROUP

Select the Group Name which you want to delete skills.
Select the Skill from the table which you want to delete
Click Delete.
INDIVIDUAL SUPPORT STAFF SKILLS

We currently are not assigning skills to an individual.
CONFIGURING BUSINESS HOURS WORKDAYS

ADDING BUSINESS HOURS WORKDAYS
Step 3: Business Hours Workdays, then click Configure.
Page 16
In the Workdays For fields, select Support Person, Support group or Other. Our systems
are currently setup for Other.
In the Tag field, type the name of the tag for the workdays you are creating. If you
selected Support Person or Support group, choose from the drop down list.
In the Open time and Close time fields, enter the starting time and ending time
(availability) for the Tag which is being created.
Click Add.
MODIFYING AND DELETING BUSINESS HOURS WORKDAYS

Click Select Definition.
Page 17
Select the Tag from the table which you want to modify or delete.
Click OK.
Do one of the following:
Modify the times as appropriate, then click Modify
Click Delete.
CONFIGURING BUSINESS HOURS HOLIDAYS

ADDING BUSINESS HOURS HOLIDAYS
Step 4: Business Hours Holidays, then click Configure.
Page 18
In the Holidays For field, select Support Person, Support group or Other. Our systems
currently are setup for Other.
In the Tag field, type the name of the tag for the holidays you are creating. If you
selected Support Person or Support group, choose from the drop down list.
Type the Holiday dates for the Tag you are creating.
i.e. 1/1/05
1/17/05
2/21/05
5/30/05
7/4/05
9/5/05
10/10/05
Separate multiple dates with semicolons (;) or by pressing the ENTER key.
Click Add.
Repeat the above steps for all Holiday Tags needed.
MODIFYING AND DELETING BUSINESS HOURS HOLIDAYS

Click Select Definition.
Page 19
Select the Tag from the table which you want to modify or delete.
Click OK.
Modify the dates as appropriate, then click Modify
Click Delete.
DEFINE ASSIGNMENT PROCESS

Not currently being utilized in our current setup.
SUPPORT STAFF PERSONAL PREFERENCES

You can configure a number of preferences for each member of your support staff to customize
the way the application responds to certain actions from within the support console. The
preferences also include the type of paging being used and the criteria for sending a page.
Members of your support staff can also modify their personal preferences from the Personal
Preferences in the Remedy Help Desk and Remedy Change Management applications.
The Configure Personal Preferences form is used for setting these preferences. This form contains
three tabs:
GeneralThese preferences determine what appears when a support technician or
manager clicks New Request or Search For Request from the support management view
of the support console.
Change TaskingThese preferences enable you to define the type of paging used and
the criteria for sending a page to support technicians responsible for responding to help
desk cases, change requests, and change tasks.
Page 20
Help DeskThese preferences enable you to define the type of paging used and the
criteria for sending a page to support technicians responsible for responding to help desk
cases.
ADDING SUPPORT STAFF PERSONAL PREFERENCES

Step 6: Support People Personal Preferences, then click Configure.
Click the General tab.

In the Login Name field, enter the users login name, or click Select Preference for a list
of login users.
In New Request Action field, select an action for new requests.
These actions control what happens when the person specified above clicks New Request
in the support or management consoles. The options are:
Open Front Line Support DialogOpens an intermediate form that enables the
support technician (or manager) to enter a minimum amount of information and then
uses the summary definitions (configured in Cost Categorization task on page 166)
to determine if the request should be routed to change tasking or help desk.
Open Help Desk ModuleOpens the Help Desk form (this requires that the Help
Desk application be installed).
Open Change Tasking ModuleOpens the Change Tasking form.
Open Selection DialogOpens a dialog box where this person can select the
module to open. This is the default setting.
In the Search For Request Action field, select an action for search requests.
Page 21
These actions control what happens when this person clicks Search For Request in the support or
management consoles. The options are:
Open Help Desk ModuleOpens the Help Desk form (this requires that the Help
Desk application be installed).
Open Change Tasking ModuleOpens the Change Tasking form.
Open Selection DialogOpens a dialog box where this person can select the
module to open. This is the default setting.
The Change tasking tab refers to paging, and is currently not utilized in our systems.
The Asset tab is used to determine the default asset view, the choices are Asset Inventory
or Asset Management.
Click Add.
MODIFYING AND DELETING SUPPORT STAFF PERSONAL PREFERENCES

Click Select Preference.
Select the preference you want to modify or delete.

Click OK.
Modify the preference, and then click Modify.
Click Delete
Page 22
CHANGE MANAGEMENT SPECIFIC CONFIGURATION

AFFECTED LOCATIONS
Click on FileOpenObject List or
Find +CHG:AffectedLocations form.

Click on New if adding a new location or Search if modifying an existing
location.
ADDING A NEW RECORD

Click the status of Active.
Enter the name of the new Affected Location.
Page 23
Click the Save in the upper right hand corner.
MODIFYING OR DELETING A NEW RECORD

Search for the record(s) which need to be modified or deleted.
Make appropriate changes, to delete a record select the status of delete.
Click the Save button.
AFFECTED SERVICES
Find +CHG:AffectedServices form.

Click on New if adding a new service or Search if modifying an existing
service.
ADDING A NEW RECORD
Page 24

Enter the name of the new Affected Services.

Search for the record(s) which needs to be modified or deleted.
BROADCAST CATEGORY
Find +CHG:BroadcastCategory form.

Click on New if adding a new broadcast category or Search if modifying an
existing broadcast category.
Page 25
ADDING A NEW RECORD

Enter the name of the new Broadcast Category.

Search for the record(s) which needs to be modified or deleted.
ENTERPRISE APPROVALS
This task must be performed by the Application Services Division, application developers
at this time.
Page 26
Page 27

Admin Training Manual Update 7-20-07 V2

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Admin Training Manual Update 7-20-07 V2

Hochgeladen von

Copyright:

Verfügbare Formate

Commonwealth of Pennsylvania

Remedy 6.3 Admin Training

Remedy Administration User Training Manual

PEOPLE DEFINITION _____________________________________________________ 6

GROUP DEFINITION _____________________________________________________ 9

GROUP POPULATION ___________________________________________________ 11

SUPPORT-SPECIFIC CONFIGURATION ______________________________________ 14

INDIVIDUAL SUPPORT STAFF SKILLS _______________________________________ 16

CONFIGURING BUSINESS HOURS HOLIDAYS _________________________________ 18

DEFINE ASSIGNMENT PROCESS ___________________________________________ 20

CHANGE MANAGEMENT SPECIFIC CONFIGURATION __________________________ 23

Last Updated: 7/20/2007

Remedy Administration User Training Manual

AFFECTED LOCATIONS _________________________________________________ 23

AFFECTED SERVICES ___________________________________________________ 24

BROADCAST CATEGORY ________________________________________________ 25

ENTERPRISE APPROVALS ________________________________________________ 26

Last Updated: 7/20/2007

Remedy Administration User Training Manual

COMMONWEALTH OF PA REMEDY ENVIRONMENT

To administer the applications, click on the Remedy Application Configuration link.

REMEDY APPLICATION CONFIGURATION

Remedy Administration User Training Manual

Last Updated: 7/20/2007

Remedy Administration User Training Manual

LINK TO VIEW CATEGORIZATION PROCESS MAP FLOW

Remedy Administration User Training Manual

ADDING A NEW RECORD

Select the Module:

MODIFYING OR DELETING A RECORD

Last Updated: 7/20/2007

Remedy Administration User Training Manual

Last Updated: 7/20/2007

Remedy Administration User Training Manual

LINK TO VIEW PEOPLE DEFINITION PROCESS MAP FLOW

MODIFYING OR DELETING A RECORD

Last Updated: 7/20/2007

Remedy Administration User Training Manual

Last Updated: 7/20/2007

Remedy Administration User Training Manual

LINK TO VIEW GROUP DEFINITION PROCESS MAP FLOW

ADDING A NEW RECORD

MODIFYING OR DELETING A RECORD

Last Updated: 7/20/2007

Remedy Administration User Training Manual

Highlight the Group and click the OK Button.

LINK TO VIEW GROUP POPULATION PROCESS MAP FLOW

Last Updated: 7/20/2007

Remedy Administration User Training Manual

ADDING A NEW RECORD

Last Updated: 7/20/2007

Remedy Administration User Training Manual

Last Updated: 7/20/2007

Remedy Administration User Training Manual

GROUP SUPPORT STAFF SKILLS

Last Updated: 7/20/2007

Remedy Administration User Training Manual

LINK TO VIEW GROUP SUPPORT SKILLS PROCESS MAP FLOW

ADDING SKILLS TO SUPPORT GROUP

Click the Show a Groups Skills tab.

Last Updated: 7/20/2007

Remedy Administration User Training Manual

DELETING SKILLS FROM SUPPORT GROUP

INDIVIDUAL SUPPORT STAFF SKILLS