Remedy 7.1 IntroTraining V1

INTRODUCTORY REMEDY 7.1 TRAINING

Remedy_7.1_IntroTraining_V1.doc 06/08/2010 1/16

Remedy Team Note: This document will quickly introduce the reader to creating and resolving Remedy tickets and to using the built in e-mail system for anonymous communication with staff members requesting support. The document also demonstrates setting the user’s preferences to optimize system performance. 1. To install the Remedy Windows 32-bit client (Win32) on your PC computer, go to the

following Website: http://myservicedeskinfo.broward.k12.fl.us/. Note: The installation instructions are included on the My Service Desk Info Website.

Remedy Team Note: When prompted for a server name, use “RemedyApp1” and Port “2525.”

My Service Desk Info

2. Remedy Win32 client login:

a. User Name = Enter your Personnel Number using a capital “P” and as many leading zeros needed to make up an eight (8) digit number. For example, if your Personnel Number is 34513, enter P00034513.

b. Password = Must be in lower case, no spaces.

Win32 Client Login



3. Apple computers will use the Remedy Web client, which requires only a compatible Web browser: Internet Explorer or Mozilla Firefox. a. Remedy may be accessed from the Web via URL http://remedyweb b. Leave the Authentication field blank

Web Client Login

4. Create a new Remedy Incident. a. Bold type labels designate required fields type.

i. Summary* = Users may find including the site’s location abbreviation, fish/room number and brief problem description to be beneficial in this field. Remember, the system emails information in the Summary field to the customer.

ii. Notes field = Enter a detailed description of the customer’s request.

New Incident



iii. Status* = Select appropriate option:

For a new incident, “Assigned” is generally the status value.

iv. Impact* = Select appropriate option: The staff member writing the ticket generally determines the impact value.

v. Urgency* = Select appropriate option: The customer requesting service generally determines the urgency value.

vi. Priority* = The Remedy system will determine the ticket priority based on the combined values of the Impact* and Urgency* fields. Impact* + Urgency* = Priority*

b. The red tabs on the New Incident screen are essential to create and resolve an incident ticket: Customer, Classification, Assignment, and Resolution.



i. Customer Tab 1. Customer Information - Enter the customer’s information and verify their

telephone number. Click the pencil icon to change the telephone number.

2. Location Information - Verify the customer’s location information is correct to facilitate On-Site Support, shipping, and System reports. Location Information also uses the pencil icon for changes. The More Information icon displays additional site information.

Customer Tab

ii. Classification Tab (Graphic on the next page.) 1. Company* = The Remedy system will default to the user’s company. If

desired, select the drop down for a different company.

2. Service Type* = Select appropriate option: the most common option is User Service Request.

3. Reported Source = Select appropriate option.

4. Operational Categorization = Are not required; however, users are encouraged to use as many operational tier levels as needed to categorize the incident.



Classification Tab

5. Product Categorization = Is required. Users are encouraged to use the number of Product Categories needed to describe the incident.

a. Product Category Tier 1 is a required field. b. The preferred method for completing the Product Categorization

is to use the Product Name+ field, as a shortcut. For example, using “zones” as the Product Name+ field value and pressing the Enter key will populate tiers 1-3, the Product Name+, and the Manufacturer field.

c. Click the Model/Version drop-down button to the right of the field to display any available model/version information.

Model and Version



iii. Assignment Tab = The Incident Owner fields default to the staff member writing the ticket and cannot be changed. The Incident Assignee fields also default to the staff member writing the ticket, but can be changed.

Assignment Tab

1. The Auto Assign button will assign the ticket to the appropriate support group based on the product category entries. Please refer to the sample screen shot below.

Auto Assign

5. Click the Save button to complete a basic ticket and ensure that the information is saved to the Remedy database.



i. Resolution Tab = The support group responsible for making the repair generally

completes the Resolution Tab. Remember, Information included in the Resolution field is emailed to the customer.

Resolution Tab

6. Contact Tab = If the Contact person is not the customer, enter their contact information here. The Contact Tab will appear purple when it contains information.

Contact Tab



7. Remedy email system = Allows users to send emails from within the Remedy system. The email will be from the Remedy system [email protected] and will not reveal the individual user’s email address. All emails sent from within the Remedy system will automatically attach to the appropriate Remedy ticket.

Remedy Team Note: If you have not already saved the ticket, the Internet E-Mail* and Email Subject Line* fields will be blank.

Email System

Remedy Team Note: It is also possible to send emails to Remedy tickets from CAB and other providers.

a. It is possible to email directly into a Remedy ticket using CAB or most other email

systems; to do so, make sure the email includes the Remedy email address [email protected] in the “To” or “CC” fields and the entire incident number, for example INC000000003384 in the subject line. If additional information is included in the subject line, separate it from the incident number with a space before or after the number, as appropriate.

b. When replying to or forwarding email to a specific Remedy incident ticket, be sure to type Remedy if emailing from within CAB or [email protected] in the “To” or “cc” line and to include the entire incident number in the subject line.

c. Remedy tickets will accept a maximum of three (3) attachments per email.



8. Search Remedy Tickets = Any field or combination of fields under any tab or combinations of tabs may be used as search parameters a. When searching by ticket number, it is not necessary to include the

preceding zeros or a wildcard character. b. It is possible to search for partial P numbers by using the “%” sign wildcard;

for example, %69730 or %69%. c. Use the F3 key to start a new search without returning to the search incident

link.

Search Personnel Number

Remedy Team Note: For additional information on searching Remedy tickets, please see the document titled “Search for Remedy Tickets” -- http://web/servicedesk/software/remedy.html.



9. Logoff = There are two ways to exit the Remedy system: a. Select File and then Exit b. Click on the red “X” in the upper right hand corner

Incident Management

Remedy Team Note: This completes all steps needed to log into Remedy, complete a ticket, and then log out of the system. The remaining sections of this document will include more detail on how to use many of the features in the Remedy system, such as setting personal preferences, adding Work Info, resolving tickets, broadcasting messages, printing tickets, and working with reports. 10. Personal Preferences

a. Change Password i. Change Password - Is located under the Other Applications link on the left side of

the screen

Change Password



ii. The default password is “pass” and the last 4-digits of your P-number, for example: pass9730

b. Application Preferences = Allows the user to select their personal preferences.

i. Console View - Allows the user to determine which group(s) of Remedy tickets to display. If this field is blank, select “All My Groups” and click the Save button to ensure the creation of a user application preference.

ii. In the Form section, ensure that the value for After New Save is “Reopen in Current.”

iii. Ensure that under Auto Assignment Options, the value for Assignment Mode is “Manual.”

Application Preferences

c. Console Preferences

i.

i. Personal - Displays tickets assigned to or owned by the user.

ii. 1. Select My Groups – Displays all tickets

or all unassigned tickets from one or more of the user’s support groups.

2. All My Groups – Displays all tickets or all unassigned tickets from the user’s support groups regardless of previous console preferences.



d. My Profile i. Ensure that your telephone number, email address, and location information

under the General tab are correct. This information should be the same as ESS.

General Tab

ii. The Change Password option is located under the Login/Access Details tab.

Clicking the Change button uses the same form discussed earlier to change your personal password.

Login/Access Details Tab



11. Work Info Tab = Provides the user a place to enter specific work actions taken to provide support and allows multiple entries thus providing more space for information. The Work Info tab title will appear purple once information is entered and saved in the Add Work Info section and it records in the Work Info History table.

a. Summary field – Required for a Work Info entry and should contain a brief description of

the accomplished support. b. Notes field – Used to record detailed information about the accomplished support. c. Date field – Do not enter a date unless it is a value other than current date d. Attachment – Add up to three attachments to each Work Info entry by right clicking inside

the attachment table.

Work Info Tab

12. Resolution Tab (see the screenshot below)

a. Status = Status should be “Resolved” b. Status Reason = Status Reason usually is “No Further Action Required” c. Resolution = Enter a detailed description of the issue’s resolution. Remember, the

system will email information in the resolution field to the customer. d. Resolution Method = Select Tier 1/Service Desk or the most appropriate option. e. Resolution Source = Select Support Agent or the most appropriate option. f. Resolution Categorization = If the Classification tab categories are correct, click the Copy

Categorization button to automatically populate the resolution categorization fields.



Resolution Tab

13. Print Tickets = Clicking the Print button at the bottom of a ticket will print a summary of the

ticket.

a. Click the Print button.

Remedy Ticket



b. Click the File menu and select Print. c. The ticket will print to your default or selected printer.

Print Preview

14. Reports = Remedy provides many preconfigured user reports. a. Under General Functions, click the Reports link. b. Click the Report Name* drop-down menu and continue selecting from the report options

to reach the desired report.

Report Console

Remedy Team Note: More information about reporting is available on the service desk website, “//servicedesk” under Remedy documentation.



15. Broadcasts = Remedy broadcasts allow important information to be shared with all users. a. Click the View button

Broadcasts

b. Click the ellipses (…) to expand broadcast message.

c. View Access to determine message audience.

d. Check attachment file for additional information.

Remedy Team Note: Click the refresh button to view the most current broadcasts.

Documents

Remedy 7.1 IntroTraining V1