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BMC Remedy Service Desk:Incident Management UserGuideSupportingVersion 7.6.04 of BMC Remedy Incident ManagementJanuary 2011www.bmc.com

Contacting BMC SoftwareYou can access the BMC Software website at http://www.bmc.com. From this website, you can obtaininformation about the company, its products, corporate offices, special events, and career opportunities.United States and CanadaAddressBMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USATelephone1 713 918 8800or1 800 841 2031Fax1 713 918 8000Outside United States and CanadaTelephone 01 713 918 8800Fax 01 713 918 8000 Copyright 1996, 1998-1999, 2002-2006, 2009, 2010- 2011 BMC Software, Inc.BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., areregistered with the U.S. Patent and Trademark Office, and may be registered or pending registration inother countries. All other BMC trademarks, service marks, and logos may be registered or pendingregistration in the U.S. or in other countries. All other trademarks or registered trademarks are theproperty of their respective owners.Current and Notes are trademarks or registered trademarks of International Business MachinesCorporation in the United States, other countries, or both.IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is usedhere by BMC Software, Inc., under license from and with the permission of OGC.ITIL is a registered trademark, and a registered community trademark of the Office of GovernmentCommerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software,Inc., under license from and with the permission of OGC.Crystal Reports is a trademark or registered trademark of SAP AG in Germany and in several other countries.The information included in this documentation is the proprietary and confidential information of BMCSoftware, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditionsof the applicable End User License agreement for the product and to the proprietary and restricted rightsnotices included in the product documentation.Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED—RIGHTS RESERVEDUNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any dataand computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FARSection 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101CITYWEST BLVD, HOUSTON TX 77042-2827, USA. Any contract notices should be sent to this address.

Customer supportSupport websiteYou can obtain technical support from BMC 24 hours a day, 7 days a week at http://www.bmc.com/support. From thiswebsite, you can read overviews about support services and programs that BMC offers find the most current information about BMC products search a database for problems similar to yours and possible solutions order or download product documentation download products and maintenance report a problem or ask a question subscribe to receive proactive e-mail alerts find worldwide BMC support center locations and contact information, including e-mail addresses, fax numbers, andtelephone numbersSupport by telephone or e-mailIn the United States and Canada, if you need technical support and do not have access to the web, call 800 537 1813 orsend an e-mail message to customer [email protected] (In the subject line, enter SupID:yourSupportContractID, suchas SupID:12345). Outside the United States and Canada, contact your local support center for assistance.Before contacting BMCHave the following information available so that Customer Support can begin working on your issue immediately: product information――― product nameproduct version (release number)license number and password (trial or permanent)operating system and environment information―――――machine typeoperating system type, version, and service pack or other maintenance level such as PUT or PTFsystem hardware configurationserial numbersrelated software (database, application, and communication) including type, version, and service pack ormaintenance level sequence of events leading to the problem commands and options that you used messages received (and the time and date that you received them)―――product error messagesmessages from the operating system, such as file system fullmessages from related software3

License key and password informationIf you have questions about your license key or password, contact Customer Support through one of the following methods: Send an e-mail message to customer [email protected] (In the Subject line, enter SupID:yourSupportContractID ,such as SupID:12345.) In the United States and Canada, call 1 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance. Submit a new issue at http://www.bmc.com/support home.4BMC Remedy Service Desk: Incident Management User Guide

ContentsAbout this Book11Audience.11BMC Remedy IT Service Management Suite documents.12Conventions.14Syntax statements.14Chapter 1Introducing BMC Remedy Incident Management17BMC Remedy ITSM usability enhancements.17Where to find features and fields that have moved.21What's new in BMC Remedy Incident Management.23About the IT Home Page.23Configuring the IT Home Page.26Consoles overview.27Navigating consoles, forms, and modules.29Incident Request form views.32Best Practice view.32Using the Customer and Contact fields in Best Practice view.35Classic view.35User interface standards for field labels.36Calbro Services.36User roles.37Support staff roles.38Manager roles.38User role.39Mapping permission groups to SMPM roles.40Process flow and the lifecycle of an incident request.41Incident management use cases.43Incident resolution—first call resolution.43Incident resolution with assignment to specialist.45Incident request resolution—emergency change request.48Chapter 2Working with the Requester console51Requester role.53Requester console users.53Working with service requests.54Defining a service request.55Contents5

Service request state changes.56Performing additional service request functions.56Troubleshooting service requests with errors.57Viewing service request details from an incident request form.59Chapter 3Working with the Overview console61Functional areas.61Console list table.64Selecting status values.65Configuring the Overview console to display tasks.65Chapter 4Registering and assigning incident requests as support staff67Functional areas of the console.67Managing service targets.71Registering incident requests.74Reviewing the status of an incident request.75Viewing incident request records.76Creating an Incident request record using a template.76Creating an incident request record without a template in Classic View.78Overview of incident ownership.82Adding or modifying a customer profile.82First call resolution.85Searching for matching records.85Accessing BMC Remedy Knowledge Management.89Creating a solution database entry from an incident.91Relating incident requests as duplicates.93Assigning incident requests.94Reassigning incident requests.95Chapter 5Resolving and closing incident requests as support staff97Resolving incident requests.97Accepting an incident request.99Receiving notification of assignments.100Working with assignments.101Working with tasks.102Searching for a solution.102Time worked on an incident request must be recorded.102Recording your time.103Recording time for an assistant.104Updating your time after the incident request is reassigned.1056BMC Remedy Service Desk: Incident Management User Guide

Creating work information entries.106Adding work information entries to an open incident request record.107Modifying work information entries.108Modifying work information entries from an open incident request.109Updating an incident request.110Creating a change request.110Closing incident requests.111Completing an incident request.112Closing an incident request.114Quickly closing an incident request.114Moving a resolved incident request back to In Progress.115Reopening a closed or resolved incident request.115Chapter 6Working with incident requests as a manager117Assigning incident requests as a group coordinator.117Rejecting an incident.118Tracking incident requests.