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Document Type Document Title Screen/File Name Author/s Version Number Version Date Status User documentation Getting Started in Remedy Remedy_Getting_Started_v1 Documentation & Training Services, Enterprise Applications / Remedy Operations, Enterprise Applications v1 21 November 2007 Final
Table of Contents
Accessing Remedy............................................................................................................4
Accessing the Overview Console (PC client)............................................................................... 4 Accessing the Overview Console (web client) ............................................................................. 5
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
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.
Navigate to Start > Programs > Action Request System > BMC Remedy User. The Remedy Login dialog screen will display.
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Enter your unimelb domain User Name and Password. Click Options to display additional fields.
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Enter the server address remedy.unimelb.edu.au in the Preference Server field. Leave the Authentication field blank. Click OK to login. The Remedy User Home Page will display. The Home Page is your starting point for accessing the different Remedy consoles.
Select Overview Console from the Foundation Elements section on the Quick Links menu. The Overview Console will display.
Getting Started
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Navigate to http://remedyweb.unimelb.edu.au. The IT Service Management Tool homepage will display. Click the Login via the web link. The Remedy Login dialog screen will display.
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Enter your unimelb domain User Name and Password. Click Log In. The Remedy User Home Page will display. The Home Page is your starting point for accessing the different Remedy consoles.
Select Overview Console from the Foundation Elements section on the Quick Links menu. The Overview Console will display.
Getting Started
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).
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.
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
Getting Started
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).
To view requests 1 2
Select the request you want to view from the Assigned Work table. 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.
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Getting Started
Important: if you wish to set these preferences as your default view whenever you log in, you will need to save your changes.
To hide columns in the Assigned Work table (PC client) 1 Place your mouse in the table and right-click. 2 3
A context menu for the table will display. Select Preferences > Remove Column. Select the column you would like to hide.
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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.
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Select Remove Column. 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.
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Select Preferences > Add Column. 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.
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Select Add Column. Select the column you would like to display. Note: you can only add columns that you have previously removed.
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Getting Started
To reorder the columns in the Assigned Work table (PC client) 1 Place your mouse in the table and right-click. 2
A context menu for the table will display. Select Preferences > Column Order. The Column Order dialog screen will display.
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Select the column you wish to reorder and click location. Click OK.
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To reorder the columns in the Assigned Work table (web client) 1 Click the column header you wish to move.
To resize column width 1 Click the grid line for the column header you wish to resize.
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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 2
Select the message you want to view from the Broadcast table. Click View, or double-click the broadcast record. The details of the broadcast will display.
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Getting Started
1 2 3
Log in to Remedy and navigate to the Overview console. Select Console Functions > Application Preferences in the Navigation pane. The Application Preferences dialog screen will display. In the Console View field click and select the desired view.
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.
Click Save.
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Select Tools > Options from the menu bar. Click the Confirmation tab. Tick the After Creating a New Request check box. Click OK. When you save a new request a dialog screen will display advising of the request ID.
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Select Tools > Options from the menu bar. Click the General tab. Tick the Maximize BMC Remedy User check box. Click OK.
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Select Tools > Options from the menu bar. Click the General tab. Tick the Maximize Window check box. Click OK.
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Getting Started
In the Overview Console, click Create. The Select Request Type dialog screen will display.
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Select the type of ticket you would like to create from the drop-down menu. Click Select. A new form for the selected request type will display. Complete the request as normal. Refer to the appropriate ITSM application guide for further details on creating request tickets.
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In the Overview Console, click Search. The Select Request Type dialog screen will display.
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Select the type of request for which you wish to search from the drop-down menu. Click Select. A search form for the selected request type will display. Enter the appropriate search criteria and click Search. Refer to the appropriate ITSM application guide for further details on searching.
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Getting Started
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
Problem Management
The Problem Management console enables Remedy users to manage the investigation of recorded problems, known errors and solution database entries.
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Getting Help
A number of resources are available to help you use Remedy.
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Select Remedy: Service Management Tools from the drop-down menu. The IT Service Management Tools Enquiry form will display. Enter your request details.
Click Submit.
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Getting Started
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.
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.
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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).
Select the help you would like to view then click OK. The help for the selected application will display.
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.
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Getting Started
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 Open your designated Home Page. Display the selected record. Copy all content of all fields to the clipboard. Copy the selection to the clipboard. Cut the selection, and copy it to the clipboard. Paste the selection. Past the contents from the clipboard to the current location. Undo the last action in a character or diary field. Fill the fields of the record with default details. Clear all entries in the records fields. Copy all field information in the current record to a new record while in Search or Modify mode. Save the current record and go to the next record in the results list. Delete a record (Administrator only). View the status history for the record. View alerts. Exit an application list or flashboard that is in focus. Open the Object List dialog screen to open forms, guides and applications. Open the Print dialog screen where you can print the current window. Open the Find Forms dialog screen. Close the current window. Close all windows. Close a dialog screen without saving changes. Switch the Details pane to New mode. Switch the Details pane to Search mode. Refresh the search. Switch focus between the Results and the Details pane. 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 field. Select the next record in the results list, or select the next tab in a page field. In New or Modify mode, save changes to the request. In Search mode perform a search. Navigate through active records. 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 calendar or time control for a date or time field. Keyboard Shortcut Alt+Home Ctrl+Alt+D Ctrl+A Ctrl+C Ctrl+X Ctrl+V Shift+Insert Ctrl+Z Ctrl+U Ctrl+E Ctrl+T Ctrl+Y Ctrl+D Ctrl+H Ctrl+L Ctrl+J Ctrl+O Ctrl+P Ctrl+F Ctrl+F4 Ctrl+W ESC F2 F3 F5 F6
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