Remedy ITSM

Incident Management
User Guide

For use by IT professional support staff

with Remedy ITSM at Missouri S&T

Version 1.4

December 11, 2013

Revision History

Version Date Modified Author Modification

1.0 12/07/12 Melissa Deatz Added S&T data and updated
attachment file size limitation
to 60 MB
1.2 1/4/13 Melissa Deatz Renamed document title and
added Version, Date, Revision
History and Audience
1.3 1/9/13 Lauren Oswald Updated style and format to
more clearly identify intended
audience (support staff vs
nonsupport staff) and specific
area within Remedy (ie.
Incident Management)
1.4 12/11/13 Karen Kunkle New screen shots for Remedy
version 8.1
COPYRIGHT / USE OF TRADEMARKS
Copyright © 2012 by the Board of Curators, University of Missouri. Trademarked names appear throughout
this book. Rather than list the names and entities that own the trademarks or insert a trademark symbol with
each mention of the trademark name, Division of Information Technology Training states that it is using the
names for educational/editorial purposes and to benefit the trademark owner with no intention of infringing
upon the trademark.
Table of Contents
Contents
Table of Contents................................................................................................................................................. iv
1.0 Getting Started ............................................................................................................................................... 1
1.1 Logging into Remedy .................................................................................................................................. 1
1.2 Customizing the Overview Console ............................................................................................................ 2
2.0 Creating New Incidents ................................................................................................................................... 4
2.1 Navigating to New Incidents ....................................................................................................................... 4
2.2 New Incident Fields..................................................................................................................................... 5
2.3 Creating a New Incident with a Customer with a Common Last Name ..................................................... 7
2.4 Creating a New Incident with an Uncommon Last Name ........................................................................... 8
2.5 See Detail Information About the Customer .............................................................................................. 8
2.6 Hover Over for Details ................................................................................................................................ 9
2.7 Assigning an Operational Category and a Product Category .................................................................... 10
2.8 Assigning an Incident to Another Group .................................................................................................. 11
2.9 Change the Status of an Incident .............................................................................................................. 12
2.10 Assigning an Incident to Yourself............................................................................................................ 12
2.11 Save a New Incident................................................................................................................................ 13
2.12 Using Templates ..................................................................................................................................... 13
3.0 Searching for Incidents ................................................................................................................................. 15
3.1 Navigating to Search Incidents ................................................................................................................. 15
3.2 Searching for an Incident Based on Incident ID ........................................................................................ 15
3.3 Creating a New Search from the Search Form ......................................................................................... 16
3.4 Searching for an Incident with a Customer that has a Common Last Name ............................................ 16
3.5 Clearing out the Customer Details from the Search ................................................................................. 17
3.6 Searching for an Incident with a Customer that has an Uncommon Last Name...................................... 18
3.7 Loading a Recent Search ........................................................................................................................... 18
3.8 Saving a Search ......................................................................................................................................... 19
3.9 Running a Saved Search ............................................................................................................................ 20

Page iv Remedy ITSM – Incident Management – For IT Support Staff

 3.10 Managing Saved Searches....................................................................................................................... 20
3.12 Finding an Incident based on the Service Request ID ............................................................................. 21
3.13 Looking at the Service Request Information........................................................................................... 22
3.14 Global Search .......................................................................................................................................... 23
4.0 Incident Management Console ..................................................................................................................... 24
4.1 Navigating to the Incident Management Console .................................................................................... 24
4.2 Using Show and Filter by Selections ......................................................................................................... 25
4.3 Adding More Filters .................................................................................................................................. 26
4.4 Adding an Incident to the Watch List........................................................................................................ 26
4.5 Viewing Incidents on the Watch List ......................................................................................................... 27
5.0 Updating Incidents ........................................................................................................................................ 28
5.1 Adding Work Detail ................................................................................................................................... 28
5.2 Adding an Attachment .............................................................................................................................. 28
5.3 Multiple Attachments and Options .......................................................................................................... 29
5.4 View or Delete an Attachment ................................................................................................................. 30
6.0 Emails ............................................................................................................................................................ 31
6.1 Email Matrix .............................................................................................................................................. 31
7.0 Other Tasks ................................................................................................................................................... 32
7.1 To View Broadcast and Create an Incident Based on the Broadcast ........................................................ 32
7.2 Reporting Time.......................................................................................................................................... 33
7.3 Creating Relationships between Incidents ............................................................................................... 34
7.4 Looking at Related Items........................................................................................................................... 35
7.5 Running Canned Reports .......................................................................................................................... 36
7.6 Adding A Task To An Incident ................................................................................................................... 37

Remedy ITSM – Incident Management – For IT Support Staff Page v

Remedy ITSM User Guide 1.0 Getting Started

1.0 Getting Started

1.1 LOGGING INTO REMEDY
Go to https://remedy.umsystem.edu

Put in your User Name (SSO) and password

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

Remedy ITSM – Incident Management – For IT Support Staff Page 1

1.0 Getting Started Remedy ITSM User Guide

This will now take you to the Overview Console

Overview Console allows you to see important information about the Remedy environment. By default you
can see all of your open incidents. This screen can be customized.

1.2 CUSTOMIZING THE OVERVIEW CONSOLE

1. Click the + sign in the upper right

hand corner (this will divide the
screen into four sections)

2. Click the drop down next to Show

3. Choose the object you want to see

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Remedy ITSM User Guide 1.0 Getting Started

4. Click on the X to close a window

5. Click the Save button

6. Click the OK button

Remedy ITSM – Incident Management – For IT Support Staff Page 3

2.0 New Incidents Remedy ITSM User Guide

2.0 Creating New Incidents

2.1 NAVIGATING TO NEW INCIDENTS
1. Click on the Applications List

2. Hover over Incident Management

3. Click on New Incident

The Application list is not in alphabetical order due to us

using Remedy out of the box.

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 Remedy ITSM User Guide 2.0 Creating New Incidents

2.2 NEW INCIDENT FIELDS

(A)- Generated automatically by
the system. This is a unique
number for each incident.
(B)-Campus of the customer.
This can be used to narrow
down the customer or will be
auto generated from the
customer.
(C)-The name of the customer.
Type in the last name of the
customer. As you type it in it will
find possible matches. Select the
correct one.
(D)-If the customer and the
contact for the incident are
different.
(E)-The Notes field is used for
initial contact with the
customer. This would include
the problem, resolution steps
and the location of the customer
if it was needed by a technician
in the field.
(F)-If the incident is a common
occurrence then a template may
have been setup. Available
templates are based on which
group you belong to.
(G)-The summary should be no
longer than a sentence long and
should be in the customer’s
words about what the incident
was.
(H)-Not currently be used.
(I)-A Configuration Item is an
asset that can be tracked in
Remedy. It is currently being
used to track classrooms and
computer labs.
(J)-Date the item should be
completed by

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 2.0 Creating New Incidents Remedy ITSM User Guide

(K)--How widespread is the

problem.
(L)--How quickly does the
incident need to be resolved.
(M)--Automatically calculated
from Impact and Urgency.
(N)- Is this a User or
Infrastructure Incident? Is it a
request for service or
restoration of service?
(O)- How was the incident
reported?
(P)- The support group the
incident is being assigned to.
Broken down by Campus,
Support Organization, and then
Support Group.
(Q)-The person who the incident
will be assigned to.
(R)-If the incident has an outside
vendor involved in the incident.
(S)- If the vendor has assigned a
number to the incident in their
tracking system.
(T)-The current status of the
incident, by default, it is set to
New. If you assign the incident
to yourself, then the incident
status will need to be set to In
Progress, Resolved, or Closed.
(U)- If status is set to Pending,
Resolved, Closed, or Canceled
then this field is required.
(V)-If the status is set to
resolved or closed then a
resolution must be entered

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2.3 CREATING A NEW INCIDENT WITH A CUSTOMER WITH A COMMON LAST

NAME
1. Next to the Customer field Click the
Search icon

2. Type in any known values and click the

Search button

3. Select the correct choice out of the

bottom panel

4. Click on the Select button

Since the Customer field cannot be a free-form field there

are generic people types. To find a generic name enter
your company name in the last name field and click the
Search button.

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2.0 Creating New Incidents Remedy ITSM User Guide

2.4 CREATING A NEW INCIDENT WITH AN UNCOMMON LAST NAME

1. Click in the Customer field (C)

2. Begin to type in the last name(at least 3

letters)

3. Continue to type until you see the correct

name

4. Click on the correct one

2.5 SEE DETAIL INFORMATION ABOUT THE CUSTOMER

1. Click on the Customers Details button
next to the Customers field (C)

2. You can review the People Information

3. Click the Close button

You cannot change this information. If contact

information has changed, it should be noted in the Notes
field (E).

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2.6 HOVER OVER FOR DETAILS

1. Let your mouse rest over the
Customer field (C)

2. The details will appear after a

couple of seconds

3. If you move you mouse away, it

will disappear

Hover over can be used on the Customer, Contact,

Assigned Group, and Assignee fields.

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.

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2.0 Creating New Incidents Remedy ITSM User Guide

2.7 ASSIGNING AN OPERATIONAL CATEGORY AND A PRODUCT CATEGORY

1. Click on the Categorization Tab

2. Under Operational Categorization, click

the drop down triangle next to Tier 1

3. Choose the appropriate category

4. Under Product Categorization, click the

drop down triangle next to Tier 1

5. Choose the appropriate category

6. Assign other Tiers as directed

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7. Click the Save button

8.

If the incident has been set to closed or cancel, then the

save button will not be available. All Categories should be
set before changing the status to closed or canceled.

2.8 ASSIGNING AN INCIDENT TO ANOTHER GROUP

1. Click the drop down triangle
next to Assigned Group

2. Hover over the appropriate

Campus

3. Hover over the appropriate

Support Organization

4. Click on the appropriate

Support Group

5. Click on the drop down triangle

next to Assignee

6. Click on the person you wish to

assign it to

You may also type in the first 3 letters of the group name
or the assignee instead of choosing it from the list.

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2.0 Creating New Incidents Remedy ITSM User Guide

2.9 CHANGE THE STATUS OF AN INCIDENT

1. Click on the drop down triangle next to
Status

2. Click on the status you want to change

3. Click on the Save button in the lower left

hand corner of the screen

When you change to status to Pending or Resolved then

Status Reason must also be filled in.

When you change status to Resolved or Closed then

Resolution must also be filled in.

2.10 ASSIGNING AN INCIDENT TO YOURSELF

1. On the Quick Actions
pane select the top
choice of Assign to Me

2. If you belong to more

than one group, select
it from the popup
window

3. Select the OK button

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Remedy ITSM User Guide 2.0 Creating New Incidents

If you only belong to one group you will not need to press
the OK button.

2.11 SAVE A NEW INCIDENT

1. Click the Save button in the lower left
hand corner of the screen.

2. If there are errors they will be

reported at the top of the screen.

3. If there are no errors the incident will

be saved but remain on the screen.

You may need to scroll down to see the Save button

You can create another new incident from New Incident

form by clicking the green plus symbol at the top left

of the screen. You may navigate to the Search form from
the New Incident form by click on the blue search icon

at the top left of the screen.

2.12 USING TEMPLATES

1. Choose the search button next to the
Template field

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2.0 Creating New Incidents Remedy ITSM User Guide

2. Select the template that you want to use

3. Click on the Select button

You may also enter the first 3 letters of the template

name and select the template that you want to use.

Double clicking on a template will bring up the template

editor. You cannot save changes to the template editor
unless you are a template master.

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Remedy ITSM User Guide 3.0 Searching for Incidents

3.0 Searching for Incidents

3.1 NAVIGATING TO SEARCH INCIDENTS

1. Click on the Applications List

2. Hover over Incident Management

3. Click on Search Incident

3.2 SEARCHING FOR AN INCIDENT BASED ON INCIDENT ID

1. Click in the Incident ID field

2. Type in the Incident Number minus all the

zeros at the beginning

3. Press the Enter key

4. At the top of the screen there will be a list of

incidents that match that Incident Number

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3.0 Searching for Incidents Remedy ITSM User Guide

Using the Incident Number should only return one

incident so you do not need to select it from the top to
see the incident.

3.3 CREATING A NEW SEARCH FROM THE SEARCH FORM

1. Click the New search button at the
top of the screen

2. If changes have been made since the

last save, you will be prompted to
save the current request

3. Clicking Yes will save the changes

and bring up a new search form.

3.4 SEARCHING FOR AN INCIDENT WITH A CUSTOMER THAT HAS A COMMON

LAST NAME
1. Next to the Customer field click the
search icon

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2. Type in any known values and click the

Search button

3. Pick the correct choice out of the

bottom panel

4. Click on the Select button

5. Click on the Search button at the top

3.5 CLEARING OUT THE CUSTOMER DETAILS FROM THE SEARCH

1. Click the Clear Customer Details button
next to the Customer field

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3.0 Searching for Incidents Remedy ITSM User Guide

3.6 SEARCHING FOR AN INCIDENT WITH A CUSTOMER THAT HAS AN

UNCOMMON LAST NAME
1. Click in the Customer field

2. Begin to type in the last name(at least 3

letters)

3. Continue to type until you see the correct

name

4. Click on the correct one

5. Click on the Search button at the top

3.7 LOADING A RECENT SEARCH

1. Click on the Searches button

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2. Hover over Load Recent

3. Click on the search that you want to

run

3.8 SAVING A SEARCH

1. Run a search

2. Click on Searches

3. Click on Save Search…

4. Type in a name for the search

in the Search Name field

5. Click the OK button

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3.0 Searching for Incidents Remedy ITSM User Guide

3.9 RUNNING A SAVED SEARCH

1. Click on Searches

2. Hover over Run My Searches

3. Click on the Search you want to run

3.10 MANAGING SAVED SEARCHES

1. Click on Searches

2. Click on Manage My Searches…

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3. Click on a saved search you wish to

disable

4. Click on the Disable button

5. Click on a search that you wish to

delete

6. Click on the Delete button

7. Click on the Save button

Disabled searches will not show up under Run My

Searches

3.12 FINDING AN INCIDENT BASED ON THE SERVICE REQUEST ID

1. Click on the New Search button

2. Click on the Additional Search tab

3. Click in the field next to Service

Request ID

4. Type in % sign followed by the

Service Request ID

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3.0 Searching for Incidents Remedy ITSM User Guide

5. Click on the Search button

Do not use the percent sign when searching in the

Incident ID field

3.13 LOOKING AT THE SERVICE REQUEST INFORMATION

1. Click on Functions on the left hand side of the
screen

2. Click on View REQXXXXXXXX

3. Click on the Close button

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Remedy ITSM User Guide 3.0 Searching for Incidents

3.14 GLOBAL SEARCH

1. Place your cursor in the Global Search field in
the upper right hand corner of the screen

2. Type in whatever you are looking for and

press Enter key

3. Double click the entry to see the record

4. If the list is too long, then click on the

Advanced Search link at the top

5. Fill in the appropriate fields and press the

Enter button

As other Remedy modules go live the global search will

find Incidents, Knowledge Based articles, Problem
Investigations, and most other items in remedy.

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4.0 Incident Management Console Remedy ITSM User Guide

4.0 Incident Management Console

4.1 NAVIGATING TO THE INCIDENT MANAGEMENT CONSOLE

1. Click on the Applications List

2. Hover over Incident Management

3. Click on Incident Management Console

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Remedy ITSM User Guide 4.0 Incident Management Console

4.2 USING SHOW AND FILTER BY SELECTIONS

1. Click on the drop down
triangle next to Show

2. Click on the Incidents

you want to see

3. Note the Counts in the

upper left hand corner

4. Click on the drop down

triangle next to Filter By

5. Hover over Defined

Searches

6. Hover over the type of

incident

7. Click on the Priority or

Impact to filter by that
group

8. Double click to open

that incident

If the incident list does not change after applying the

filter, or if it shows 0 results, click on the refresh button

on the far right hand side of the screen.

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4.0 Incident Management Console Remedy ITSM User Guide

4.3 ADDING MORE FILTERS

1. Click on the More Filters
button

2. Click on the drop down

triangle next to a criteria

3. Select a value for the criteria

4. Choose additional criteria if

needed

5. Click the Apply button

4.4 ADDING AN INCIDENT TO THE WATCH LIST

1. Click on the Incident you wish to add to the
Watch List in the Incident Pane

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Remedy ITSM User Guide 4.0 Incident Management Console

2. Click on the Add To Watch List link on the

right hand side of the Incidents Pane

4.5 VIEWING INCIDENTS ON THE WATCH LIST

1. Click on the drop down triangle next to
Show at the top of the screen

2. Click on Watch List

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5.0 Updating Incidents Remedy ITSM User Guide

5.0 Updating Incidents

5.1 ADDING WORK DETAIL

1. Click in the Notes Field on
the right hand side of the
screen

2. Add text to the Notes field

3. Click on the Add button

You may need to scroll down to see the Add Work Info
area.

5.2 ADDING AN ATTACHMENT

1. Click on the Browse Attachment
button next to the Attachment
field in the lower right hand corner
of the screen

2. Click the Browse button

3. Navigate to the file

4. Select the file

5. Click on the Open button

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6. Click the OK button

The file attachment can be up to 60 mb and only files

types that are allowed by the Outlook Exchange Server.

5.3 MULTIPLE ATTACHMENTS AND OPTIONS

1. Click on More Details on
the bottom right hand side
of the screen

2. Add up to two more

attachments using the
same steps above

3. You can lock the Work

Details record so that it
cannot be edited or
deleted. Change the radio
button next to Locked to
Yes

4. Make the record viewable

to the customer by
selecting the Public radio
button next to View Access

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5.0 Updating Incidents Remedy ITSM User Guide

5. Click the Save button

Any records marked Public can be seen by the customer in

the SRM.

5.4 VIEW OR DELETE AN ATTACHMENT

1. Click on the View
Attachment button

2. Click on the Delete

Attachment button

3. Click the Save button

If the Work Detail is locked, then the attachment may be

viewed but not deleted.

Viewing the attachment will launch the default program

for that file type. If a compatible program is not installed,
then the user will not be able to open the file.

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6.0 Emails
6.1 EMAIL MATRIX
Action Taken Customer Assignee
1
Create New Incident X X1
Reassign Incident X
Resolve Incident X
Close Incident X
Cancel Incident X
1. If the ticket status is set to Resolved, Closed, or Canceled on its initial save; then an email won’t go
out.

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7.0 Other Tasks Remedy ITSM User Guide

7.0 Other Tasks

7.1 TO VIEW BROADCAST AND CREATE AN INCIDENT BASED ON THE

BROADCAST
1. Click the New Broadcast button
or link in the upper left hand
corner of the screen.

2. Select the Broadcast from the

left hand side of the popup

3. Select the View button in the

lower left hand corner of the
pop up

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4. To create an incident based on

this broadcast click the Create
Incident button

5. Fill out the Incident

6. Click the Save button

If you do not need to create an incident base on the

broadcast then click on the close button twice.

7.2 REPORTING TIME

1. Click on the Effort Time button
next to the Assignee field

2. Update the value next to Effort

Time Spent in Minutes in the
popup window

3. Click the Close button

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7.0 Other Tasks Remedy ITSM User Guide

Once the incident is saved, Effort Time will be added to

Total Time Spent Minutes.

7.3 CREATING RELATIONSHIPS BETWEEN INCIDENTS

1. Open an Incident then click on triangle
next to Create Relationship to in the
Quick Action Panel

2. Click on the item you wish to create

the relationship to

3. Using Search or Advanced Search find

the item you wish to relate to

4. Select the correct item from the list

5. Select the drop down arrow

underneath Select a Relationship
Type

6. Select the relationship type

7. Click the Relate button

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8. Click the OK button

9. Click the Save button at the bottom

During Search you might need to use the wildcard

character % if you don’t have the full Incident Number.

To view more details about a selected item choose the

View button.

7.4 LOOKING AT RELATED ITEMS

1. Click on the Relationships tab

2. Double click on the related item

3. To return to the related incident, double click

on the related incident or click on the
incident in the bread crumb trail at the top

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7.0 Other Tasks Remedy ITSM User Guide

7.5 RUNNING CANNED REPORTS

1. On the left hand side, click
on Consoles

2. Click on Reports

3. Click on the drop down

triangle next to Category

4. Hover over Incident

5. Hover over the category of

the report

6. Click on the report

subcategory

7. Click on the report

8. Click on the Run button

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You can export the report to Excel using the Export report

button or print the report using the Print report

button

7.6 ADDING A TASK TO AN INCIDENT

1. From the Incident

Management Console,
select the incident you
want to add a task for.
Use the Search Incident
function on the side
menu or the Show and
Filter By fields to find the
desired incident.

2. Once you have opened

the selected incident,
click on Links and select
Tasks from the side
menu.

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7.0 Other Tasks Remedy ITSM User Guide

3. Under the
Request Type
field, select Ad
hoc from the list.

4. Click on Relate.

5. Enter the name of

the task in the
Name field.

6. Enter a description
of the task in the
Summary field.

7. Enter additional
information about
the task in the
Notes field.

8. Select the Priority

from the list
(Critical, High,
Medium, or Low)

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9. Click the
Assignment/Dates
tab.

10. Select the

Assignee
Company,
Organization, and
Group, and
Assignee from the
drop-down lists.

11. Select Yes in the

Notify Assignee
field to generate
an email to the
assignee.
Otherwise, select
No or leave the
field blank if you
do not want to
send an email to
the task assignee.

The status of the Incident cannot be New or Assigned to

generate the email to the task assignee. You will need to
move the status to In Progress for the email to generate

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12. Select the

scheduled
start and
end dates.

13. Click on
Save.

The new task is displayed under Details and Tasks when

the incident in question is highlighted on the Incident
Management Console.

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