BMC Remedy Service Desk: Incident Management User Guide 174271 IM
Incident%20Mgmt-User-Guide-7.6%20version
IM-User-Guide%20Version%207.6.04
User Manual:
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Page Count: 208 [warning: Documents this large are best viewed by clicking the View PDF Link!]
- Contents
- About this Book
- Introducing BMC Remedy Incident Management
- Working with the Requester console
- Working with the Overview console
- Registering and assigning incident requests as support staff
- Functional areas of the console
- Managing service targets
- Registering incident requests
- Reviewing the status of an incident request
- Viewing incident request records
- Creating an Incident request record using a template
- Creating an incident request record without a template in Classic View
- Overview of incident ownership
- Adding or modifying a customer profile
- First call resolution
- Searching for matching records
- Accessing BMC Remedy Knowledge Management
- Creating a solution database entry from an incident
- Relating incident requests as duplicates
- Assigning incident requests
- Resolving and closing incident requests as support staff
- Resolving incident requests
- Accepting an incident request
- Receiving notification of assignments
- Working with assignments
- Working with tasks
- Searching for a solution
- Time worked on an incident request must be recorded
- Recording your time
- Recording time for an assistant
- Updating your time after the incident request is reassigned
- Creating work information entries
- Adding work information entries to an open incident request record
- Modifying work information entries
- Modifying work information entries from an open incident request
- Updating an incident request
- Creating a change request
- Closing incident requests
- Resolving incident requests
- Working with incident requests as a manager
- Creating and monitoring tasks
- Tasks overview
- Adding tasks using task templates
- Creating ad hoc tasks
- Accepting task assignments
- Opening and viewing individual task records
- Reassigning task sequence numbers
- Assigning and reassigning tasks
- Updating task record details
- Planning task times
- Tracking the time spent working on tasks
- Adding work information to a task
- Canceling tasks
- Closing tasks
- Resolving, closing, and canceling incident requests with open tasks
- Supplemental BMC Remedy Incident Management features
- Using the KPI flashboards
- Using the Service Desk ROI flashboard
- Viewing your profile
- Creating a problem from an incident
- Selecting application preferences
- Searching for records
- Working with records
- Using the decision tree
- Using scripts
- Recording CI unavailability
- Working with relationships
- Creating reminders
- Broadcasting messages
- Paging and sending email messages
- Assigning or reassigning an incident to a vendor
- Updating assignment availability
- Working with reports
- Managing configuration items
- Index