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Remedy
ITSM
Work
Order
Management
User
Guide
For
use
by
MAE
support
staff
with
Remedy
ITSM
at
Missouri
S&T
Version
1.4
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Revision History
Page
2
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
3
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
If
you
have
trouble
logging
in,
try
putting
in
your
domain
followed
by
the
backslash
(\)then
your
username.
If
you
stayed
logged
into
remedy
overnight,
logout
and
close
your
browser
before
logging
back
into
remedy.
The
Web
Server
will
log
you
out
after
1
hour
of
inactivity.
Page
4
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
5
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
6
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
7
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
2.4
Creating
a
New
Work
Order
with
an
Uncommon
Last
Name
1. Click
in
the
Customer
field
(C)
Page
8
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
9
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
If
a
Sensitive
flag
appears
next
to
the
Customer
field,
this
customer
has
exercised
his
or
her
FERPA
privacy
rights.
Therefore,
IT
is
not
allowed
to
provide
any
contact
information
to
anyone
for
any
reason
and
must
use
the
data
only
in
the
context
of
the
given
incident.
Page
10
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
11
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
4. At
the
People
Search
window,
select
the
customer.
5. Enter
a
note
in
the
Notes
field
if
desired.
Page
12
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
7. At
the
Available
Templates
window,
select
a
template,
and
click
the
Select
Template
button.
8. Verify
that
the
Template,
Summary,
Work
Order
Type,
Support
Company,
Support
Organization,
and
Support
Group
Name
fields
populate.
Page
13
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
9. Under
Request
Manager,
select
the
Support
Company,
Support
Organization,
and
Support
Group
Name.
10. Save
the
work
order.
Page
14
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
15
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
4. At
the
People
Search
window,
select
the
customer.
5. Enter
a
note
in
the
Notes
field
if
desired.
Page
16
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
7. Select
Work
Order
Type
from
the
list.
8. Under
Request
Manager,
select
the
Support
Company,
Support
Organization,
and
Support
Group
Name.
9. Save
the
work
order.
Page
17
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
You can create another work order from the New Work
blue
search
icon
at
the
top
left
of
the
screen.
Note:
Use
of
the
Web
browser
back
button
is
discouraged.
Instead
use
the
icons
and
menu
options
provided.
If
you
only
belong
to
one
group
you
will
not
need
to
press
the
OK
button.
Page
18
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
2. At
the
Work
Order
(Search)
window,
enter
an
existing
work
order
ID
in
the
Work
Order
ID
field.
Page
19
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
3. Click
Search
in
the
top
menu
bar.
Page
20
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
21
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Note:
You
can
also
search
for
work
orders
by
Work
Order
Type,
Request
Manager
fields,
Request
Assignee
fields,
or
Status.
Page
22
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Searches
menu.
Page
23
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
7. Click
on
the
Save
button.
Page
24
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
25
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
26
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
6. Click
the
OK
button.
Page
27
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Any
records
marked
Public
can
be
seen
by
the
customer
in
the
SRM.
The
file
attachment
can
be
up
to
60
Mb
and
only
files
types
that
are
allowed
by
the
Outlook
Exchange
Server.
Page
28
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
4. Click
Relate.
Page
29
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
30
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page
31
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
6.1
Navigating
to
the
Work
Order
Console
Page
32
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
5. Hover
over
Defined
Searches.
Page
33
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
order.
4. Choose
additional
criteria
if
needed.
Page
34
Remedy
ITSM
–
Work
Order
Management
–
User
Guide
(for
MAE
support
staff)
Page 35