BMC Remedy Service Desk: Incident Management …

1 BMC Remedy Service Desk: Incident Management UserGuideSupportingVersion of BMC Remedy Incident ManagementJanuary 2011 BMC SoftwareYou can access the BMC Software website at From this website, you can obtaininformation about the company, its products, corporate offices, special events, and career States and CanadaAddressBMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USAT elephone1 713 918 8800or1 800 841 2031 Fax1 713 918 8000 Outside United States and CanadaTelephone+01 713 918 8800 Fax+01 713 918 8000 Copyright 1996, 1998-1999, 2002-2006.

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5 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 (In the subject line, enter SupID:yourSupportContractID, suchas SupID:12345).

6 Outside the United States and Canada, contact your local support center for contacting BMCHave the following information available so that Customer Support can begin working on your issue immediately: product information product name product version (release number) license number and password (trial or permanent) operating system and environment information machine type operating system type, version, and Service pack or other maintenance level such as PUT or PTF system hardware configuration serial numbers related software (database, application, and communication)

7 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 messages messages from the operating system, such as file system full messages 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 (In the Subject line, enter SupID:yourSupportContractID ,such as SupID:12345.)

8 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 BMC Remedy Service desk : Incident Management user Guide ContentsAbout this Book11 Audience ..11 BMC Remedy IT Service Management Suite documents ..12 Conventions ..14 Syntax statements ..14 Chapter 1 Introducing BMC Remedy Incident Management17 BMC Remedy ITSM usability enhancements ..17 Where to find features and fields that have moved ..21 What's new in BMC Remedy Incident Management .

9 23 About the IT Home Page ..23 Configuring the IT Home Page ..26 Consoles overview ..27 Navigating consoles, forms, and modules ..29 Incident Request form views ..32 Best Practice view ..32 Using the Customer and Contact fields in Best Practice view ..35 Classic view ..35 user interface standards for field labels ..36 Calbro services ..36 user roles ..37 Support staff roles ..38 Manager roles ..38 user role ..39 Mapping permission groups to SMPM roles ..40 Process flow and the lifecycle of an Incident request.

10 41 Incident Management use cases ..43 Incident resolution first call resolution ..43 Incident resolution with assignment to specialist ..45 Incident request resolution emergency change request ..48 Chapter 2 Working with the Requester console 51 Requester role ..53 Requester console users ..53 Working with Service requests ..54 Defining a Service request ..55 Contents 5 Service request state changes ..56 Performing additional Service request functions ..56 Troubleshooting Service requests with errors.