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Remedy Incident Management

Student Guide

Version: 3.3

Modified: 04/16/2019

Remedy Incident Management SSttuuddeenntt GGuuiiddee

Shared Health Page 3 of 28

Table of Contents

Introduction ..................................................................................................................................................... 4 Purpose ............................................................................................................................................................................... 4 Scope ................................................................................................................................................................................... 4 Shared Health Incident Management .................................................................................................................................. 4 Icons .................................................................................................................................................................................... 4

Incident Stages Overview ............................................................................................................................... 5

Identification and Recording .......................................................................................................................... 6 Creating an Incident ............................................................................................................................................................ 6 Customer & Contact Information ......................................................................................................................................... 7 Customer’s Incidents ........................................................................................................................................................... 9 Incident Request Information............................................................................................................................................. 10 Categorization Tab ............................................................................................................................................................ 11 Assignment Information ..................................................................................................................................................... 13 Status Information ............................................................................................................................................................. 14 Incident Matching .............................................................................................................................................................. 14 Work Detail Tab ................................................................................................................................................................. 16 Advancing a Stage ............................................................................................................................................................ 18

Investigation and Diagnosis ......................................................................................................................... 19 Incident Assignment .......................................................................................................................................................... 19 Status & Response ............................................................................................................................................................ 19 Related Service Targets .................................................................................................................................................... 20 Saving an Incident ............................................................................................................................................................. 21 Relationships Tab .............................................................................................................................................................. 21 Work Detail Tab ................................................................................................................................................................. 21 Email System ..................................................................................................................................................................... 22 Tasks ................................................................................................................................................................................. 22 Pending.............................................................................................................................................................................. 23 Date/System Tab ............................................................................................................................................................... 24 Chat ................................................................................................................................................................................... 25 Advancing a Stage ............................................................................................................................................................ 25

Incident Closure ............................................................................................................................................ 27

Closed ............................................................................................................................................................ 27

References ..................................................................................................................................................... 28

Shared Health Documents ................................................................................................................................................ 28 BMC Remedy Incident Management Help ........................................................................................................................ 28



INTRODUCTION

Purpose

The purpose of this guide is to provide users with the necessary procedures to execute the activities and tasks within the Remedy Incident Management process.

Scope

The target audience for this document is second level support staff but the information may also benefit Shared Health management and Service Desk staff.

Shared Health Incident Management

The Incident Management process is triggered when a user requests support or a monitoring tool detects an event that indicates an Incident has occurred or is about to occur.

The primary objective of the Incident Management Process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

More details on policies, principles, and standards are in the Shared Health Incident_Mgmt Process Guide and the Incident_Mgmt Process Principle Guide located on SharePoint.

(See “References” on page 28.)

Icons

This icon will point to reference sources that contain more information on the topic.

This icon indicates that the information is an important business rule, principle, or standard in the Incident Management process.

This icon warns of the consequences of doing or not doing a certain action.

This icon identifies a tip or a shortcut.



INCIDENT STAGES OVERVIEW

The Process Flow Status/Wizard guides you through the Incident process from start to finish. It provides a visual mechanism to track the state of an Incident.

The Process Flow Status area displays the sequence of the Incident Management Lifecycle stages from the initial Identification and Recording stage to the Closed state. The current stage of the Incident is highlighted in green.

To move an Incident to the next stage, click the drop down arrow or click at the bottom of the form.

For further information on the stages of an Incident, refer to Figure 1: Incident Request lifecycle in the BMC Remedy Incident Management Help.



IDENTIFICATION AND RECORDING

This stage initiates the Incident Management process. The purpose of this stage is to accurately record and recognize disruptions to services provided by IT to its Customers.

Remedy Incident Management displays information in a Best Practice view which means that the fields most commonly used for creating, resolving, and updating incident requests are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from links in the Navigation pane. Some of the tabs and links are required during multiple stages of the Incident Lifecycle. These tabs and links are defined only once in this document.

Creating an Incident

1. Display the Applications menu on the left side of the screen.

2. Select Incident Management > New Incident.

A new Incident form is displayed. An Incident ID is automatically assigned.



Fields with bold labels are mandatory. Mandatory fields must be filled in for the Incident to be saved in Remedy. The fields that are required will vary depending on the stage that the Incident is in.

The FCR (First Call Resolution) field at the bottom of the Incident form should be used by the Service Desk only. It is used to indicate that the Incident was resolved when the Customer first called the Service Desk.

Customer & Contact Information

The Contact fields are designed to record the information of the contact person that support staff is supposed to be dealing with if it is not the same as the person who is experiencing the Incident.

If the Contact field is populated, the support staff will be coordinating resolution and recovery activities with this person.

ENTERING CUSTOMER/CONTACT INFORMATION

1. Click in the Customer/Contact field.

2. Start typing the person’s LAST name. A drop-down list of possible matches appears. If a list does not appear, see “Creating a New Customer” on page 8.

3. Use the down arrow to select the desired name and hit Enter.

-OR-

Select the desired name with your mouse pointer.

The name appears in the Customer/Contact field and the corresponding fields are automatically populated (Company, Phone, and Site).

You may also use the Customer/Contact Search button to search for and select a name.

Entering Customer information is the recommended starting point for Incident recording.

Fields with a + sign behind them indicate that there is automated workflow that is initiated when you hit the Enter key while in that field. For the Customer and Contact fields, this means that when you enter some information about a Customer, the system can help you by filling in some of the remaining information automatically.



If you hover your mouse pointer over the Customer/Contact field, a box will pop up and display some details about that person.

MODIFYING CUSTOMER/CONTACT INFORMATION

Button Description

Opens the People form and displays details for the selected Customer/Contact; to modify a detail, make the

change and click the button

Clears the Customer/Contact name as well as the corresponding details (Company, Phone, Site)

Opens a corresponding form where you can modify the field contents

CREATING A NEW CUSTOMER

1. Click the Customer Search button next to the Customer field.

The People Search window appears.

2. Confirm that the client does not already exist:

a. Enter search criteria in to the form field(s).

b. Click the button. The matching entries are displayed in the table at the bottom of the form.

c. Proceed to step 3 only if the Customer was not found.

3. Click the Create button.

The People window appears.



4. Enter the Customer details into the form.

Bold field labels indicate required fields.

Click the pencil icon to modify the corresponding field(s).

Note: After entering a phone number in the Business field, the Phone details window may re-appear. If this happens,

click the button at the bottom of the form.

5. Click .

Customer’s Incidents

Once you select the Customer, the Customer’s Incidents entry in the Quick Action section will display the number of open Incidents related to the Customer. Click the Customer’s Incidents link to display the list of Incidents. Review the list to ensure that this issue has not already been reported.

Double-click an Incident record to view its details.



Incident Request Information

Populate the following fields on the Incident form:

Field Description

Notes Enter a detailed description of the Incident.

Summary Enter a brief summary of the Incident.

Reported Source Select the source of the information being recorded.

Incident Type Select an Incident Type:

User Service Restoration - a service restoration request (E.g. restore printing services)

User Service Request - a question or information/service request (E.g. new software)

Infrastructure Restoration - a request that is more focused on the restoration of infrastructure service; usually reported by system management tools

Infrastructure Event - a system management tool registers an event that does not require infrastructure restoration

Impact Select an Impact rating to indicate how widespread the issue is.

Note: The Urgency and Priority fields will be populated after the Categorizations are selected (see next section).

Click to display a larger typing area



Categorization Tab

The Categorization tab is designed to capture information that will be used to meet current and future reporting requirements. These fields have been made mandatory in order to facilitate the production of quality management information.

Populate the following fields on the Categorization tab:

Section Description

Operational Categorization

Operational categories are used to define what is being done or what the issue is. (type of issue or request)

Tier 1 – What is impacted?

Tier 2 – What component is impacted?

Tier 3 – What is the symptom/action?

Product Categorization Product categories are used to define the system or application that is impacted. (the “thing” that is impacted or requested)

Product Name - Select a value for this field and the rest of the Product Categorization fields will automatically populate. See tips below.

The Urgency and Assigned Group fields on the left side of the Incident form will auto-populate once a product has been selected.

Company will already be populated based on the Customer information.



Instead of scrolling through the entire list of Product Names, you may also do the following:

Click the arrow next to the Product Name field, rest your mouse pointer over the list, and type the first letter of the product you are looking for. The selection will jump down to that letter position in the list.

Click in the Product Name field, begin typing the name of the product you are looking for, and press Enter. A window opens and displays a list of possible product matches from which you can select the desired product.

If you select the wrong Tier or Product Name value, click the button at the bottom of the corresponding section of the form.

What to do when no Product Categorization applies? The system has the option of selecting any of the following products:

Other Hardware

Other Software

Other Mobile Devices

Non eHealth Supported Software These selections will allow the tool’s support team an easy way to query records that couldn’t be classified in the existing structure. These records will be used to modify and improve the structure over time.

Observe that the following fields have been automatically populated:

Field Description

Urgency This will be populated when a Product is selected in the Product Categorizations but the selection can be overridden when appropriate.

Priority Priority will be calculated based on Impact and Urgency. It cannot be manually overwritten. To change the Priority, either the Impact or the Urgency must be modified.

Second level support staff should only create Low or Medium priority tickets. If the ticket Priority is calculated as High or Critical, the issue must be reported to an Incident Management Analyst by calling the Service Desk.

The CIC (Client Impact Critical) field is used to escalate a Medium priority Incident. This box should only be used by the Service Desk. Refer to the Shared Health Incident-Mgmt Process Principle Guide for further detail on the handling of CIC Incident tickets.



Assignment Information

ASSIGNED GROUP

The Assigned Group field will automatically populate based on the Product that is selected in the Product Categorizations. Always check if the appropriate group has been assigned and, if necessary, re-assign the Incident to a different support group by selecting the name from the drop-down list in the Assigned Group field.

If you are assigning the Incident to another group, contact the Queue Manager of the group to confirm acceptance of the ticket. (See Queue Manager Phone List in the Document Viewer.)

Select Auto Assign in the Quick Action section to have the system enter the original recommended Assigned Group value based on the Product Categorization.

ASSIGNEE

If assigning the Incident to yourself, use the Assign to Me Quick Action. This will automatically enter your name in the Assignee field (and change the Assigned Group to your support group if it’s not already selected).

If the ticket is being assigned to another support group, leave the Assignee field blank. The Queue Manager of the other group will assign the ticket to an individual.

For further information on assigning tickets, refer to the Shared Health Incident_Mgmt Process Principle Guide and Incident_Mgmt Process Guide.

The Effort Time button, next to the Assignee field, may be used to track the amount of time spent working on an Incident.



Status Information

Field Description

Status Defaults to New. No changes to the Status are required at this time UNLESS you are both creating the Incident and assigning it to yourself. In this case, you must change the Status to In Progress or you will receive an error message when you save the Incident. Changing the Status of the Incident will also change which fields are mandatory.

Status Reason Status Reason is mandatory only when the Incident has a status of Pending or Resolved.

Incident Matching

From the Incident form, you can perform searches for other Incidents that match criteria from the current Incident to assist in the Incident resolution process.

In the Quick Action section, select Incident Matching.

Click Use Advanced Search to view additional search fields.



Enter any criteria from the current Incident that you wish to search for (see table below) and then click .

Option Description

Top check boxes Initially only Known Errors and Solutions will be searched. To search Incidents or Problems as well, select the Incident or Problem Investigations check box.

Summary Keyword Search Searches the summary fields in the database for keyword matches.

Operational Categorization You can enter any of the Operational Categorization tiers that you want. (If the

information was already entered in the current Incident, you can select and populate the fields with the values from the current Incident.)

Product Categorization You can enter any of the Product Categorization tiers that you want.

Search Criteria Page 2 Gives you the option to search based on location, impact, urgency and priority.

Search Criteria Page 3 Gives you the option to search based on assignee information.



All records that match your criteria will be returned in the bottom pane. To relate the current Incident to a selected result,

select a Relationship Type, and then click or (see below).

Option Description

Select a Relationship Type Allows you to establish a relationship between the current Incident and the selected record. Relationship Types are: Duplicate of - Should be used when you identify that the Incident is a duplicate of another Incident that is open. If you choose this relationship type, the current request becomes a child of the master (selected request). When the master ticket is closed, all child records are closed as well. Resolved By - Should be used when you identify that the Incident is the same as a previous Incident and you can use the resolution from the previous Incident.

Relate With Solution If the solution identified in the selected record is being used to resolve the current record.

Relate Without Solution If the solution identified in the selected record is not being used to resolve the current record.

Work Detail Tab

The Work Detail tab is designed to record details of the actions taken to progress the Incident through its lifecycle. This includes all relevant notes and attachments. This information can be categorized into different Work Info Types resulting in information that is easier to search and manage.



ADDING A WORK DETAIL

Populate the following fields in the bottom section of the tab and then click the button:

Field Description

Notes Enter a detailed summary of the Work Detail.

Attachment Optional - Click the Browse Attachment button to select a file to be attached. Two additional attachments maybe added in the More Details section. The maximum size for each file is 15 MB.

Work Info Type Select a value that best corresponds with the type of note you are adding.

Locked Optional - Select Yes if you want to lock the record. Locking a record prevents anyone from editing the record at a future time.

MANAGING WORK DETAILS

Each Work Detail record will be displayed as a separate line in the list at the top of the Work Detail tab. The number in the Files column indicates how many files have been attached in the Work Detail.

Button Description

Allows you to edit the selected Work Detail; click when you are done revising the record

Opens a printable summary report of the selected Work Detail record(s)

Opens the Work Info History window and displays a summary of all Work Detail records

The Incident Assignee will receive an email notification if anyone else adds a Work Detail record in the ticket.

A Work Detail will automatically be added to an Incident when the Status or Assignee value changes.



Advancing a Stage

Once all of the initial details have been recorded in the ticket, move the Incident to the next stage:

Click the button at the bottom of the Incident form. -OR-

Select Identification and Recording > Next Stage > Investigation and Diagnosis.

The Incident has been saved and is now in the Investigation and Diagnosis stage.

The Remedy Wizard form will appear if any information is missing that is required to advance the Incident to the stage you have selected. This form is designed to summarize the minimum information that is required at that time. The contents of the Remedy Wizard dialog box will vary based on: 1. Information already entered through the tabs. 2. The stage you are going to. 3. The stage that you are coming from.



INVESTIGATION AND DIAGNOSIS

In this stage, you investigate the Incident and search existing information to identify a possible solution.

If the Service Desk should have been able to resolve the ticket or if they have misrouted the ticket, clearly document the reasons why you feel so on the Work Detail tab.

The notes for the work log entry should clearly identify the steps the Service Desk should take the next time this type of Incident occurs.

Incident Assignment

The Queue Manager of the Assigned Group will assign the Incident to an individual by selecting a name in the Assignee field. The Assignee will receive an email notification.

Status & Response

When an Incident has been assigned to you, contact the Customer (as per the Shared Health Incident Management Process) and then do the following:

1. Select Response > Yes to indicate you have contacted the Customer.

2. Select Status > In Progress to indicate you are beginning to work on the Incident.

3. Click at the bottom of the Incident form

If the Response field is not visible at the bottom of the Incident form, it is not required for this particular Incident (depends on the Reported Source).



If the Response field is not set to Yes, the Response Target escalations will continue.

When the Response field is set to Yes, Remedy populates the Responded Date on the Date/System tab and the escalations stop.

Related Service Targets

TARGET DATE FIELD

The Target Date field on the Incident form indicates when the Incident should be resolved in order to meet the Resolution Target.

SLM STATUS

The SLM Status section on the left side of the form may be used to view service targets and escalations associated with the current Incident.

For further information on response and resolution targets, refer to the Shared Health Incident_Mgmt Process Principle Guide.

Click the symbol in the SLM Status section to display details. The symbol may vary from what is shown here.



Saving an Incident

To save any changes that you make to the Incident ticket, click the button at the bottom of the form.

Relationships Tab

The Relationships tab allows you to view, create, and modify relationships (links) between the current Incident and other tickets within Remedy (Incident, Change, Problem, Known Errors, etc.).

Work Detail Tab

Use the Work Detail tab to further document your work on the Incident during this stage (trouble-shooting, updates,

Customer contact, vendor contact, etc.). See the “Work Detail Tab” section on page 16.

You may also create a relationship by selecting Create Relationship to in the Quick Action section.

Filter the list

Create a new relationship



Email System

To send an email to the Customer from within Remedy, select the Email System link under Functions.

Remedy will append the email to the Work Details section of the Incident. If the Customer replies to the email without modifying the subject line, the reply will also be added to the Incident as a Work Detail.

You may include additional recipients by typing the email address(es) into the Internet E-Mail field. Separate the addresses with a semi-colon (;).

It is necessary to include your name and contact information at the end of the email, as Remedy doesn’t add these details to the message.

Note: The Remedy Email System is not connected to Outlook.

Tasks

Tasks should only be used when Incident Type = User Service Request.

For information on working with Tasks, please refer to the Shared Health Remedy Tasks Student Guide or Creating and monitoring tasks in the BMC Remedy Incident Management Help.



Pending

If you are unable to proceed with work on an Incident (E.g. waiting for a part, or waiting for a call back from the Customer or vendor), place the ticket in Pending status.

Select Investigation and Diagnosis > Enter Pending and then select an appropriate reason from the sub-menu.

Pending Reason Description

Automated Resolution Reported Do not use at this time

Client Hold You are waiting on additional input from the end user and have received permission from the client to put the ticket on hold; stops the service target clock

Client Action Required You are waiting on action or information from the client (E.g. you left a voicemail); does not stop the service target clock

Support Contact Hold Do not use at this time

Local Site Action Required Do not use at this time

Purchase Order Approval Use as required for Service Requests

Registration Approval Use as required for Service Requests

Supplier Delivery Use as required for Service Requests

Third Party Vendor Action Reqd You are waiting on a vendor; does not stop the service target clock

Infrastructure Change Incident resolution depends on an RFC; does not stop the service target clock

Request Do not use at this time

Monitoring Incident Process is to resolve the Incident; not recommended

Future Enhancement Incident resolution depends on a future enhancement; does not stop the service target clock

The Status and Status Reason fields on the Incident form will update accordingly.



To take the Incident out of Pending status, select Investigation and Diagnosis > Resume.

Date/System Tab

The Date/System tab displays information about key dates related to the Incident.

Field Description

Reported Date When the ticket was created

Required Resolution Date Time

Client requested target date (optional); manually populated

Responded Date When the Response field was set to Yes; stops Response Target escalations

Closed Date When the Status of the ticket changed to Closed

Submitter The person that created the ticket

Submit Date When the ticket was first saved

Last Modified By The person that last edited the ticket

Last Modified Date When the ticket was last modified



Chat

The Chat feature in Remedy is being considered for future use but it is not disabled. Be aware that Chat conversations are logged and saved in a record once the Chat session is closed. The conversation cannot be edited or removed from the ticket. Patient information is NOT allowed in Chat.

Advancing a Stage

Once a resolution has been found, contact the client to confirm and move the Incident to the Incident Closure stage:

1. Click the button at the bottom of the Incident form.

The Modify Incident form appears.



2. Fill in the mandatory fields in the form.

Resolution - steps taken to resolve the issue; will populate the Resolution field on the Incident form

Status Reason - reason that the ticket is being changed to Resolved status

Resolution Categorization

Tier 1 - What is impacted?

Tier 2 – What component is impacted?

Tier 3 – What action was taken to resolve the issue?

3. Optional: Type in the Notes field to add a Work Detail to the Incident. E.g. Your contact with the Customer

4. Click at the bottom of the form. The Modify Incident form closes.

The Incident is in the Incident Closure stage. The Status has changed to Resolved which stops the Resolution Target escalations.

To view the Resolution Categorizations in the Incident form, select the Categorization tab and click Show Resolution Categorization >>.

For further information on resolving tickets, refer to the Shared Health Incident_Mgmt Process Principle Guide and Incident_Mgmt Process Guide.



INCIDENT CLOSURE

The status of the Incident in this phase is Resolved. If the resolution is sufficient, no further action is required by support staff. The Customer has 10 days to respond to your resolution notification if they are not satisfied with the outcome. In 10 days, the Status will automatically change to Closed.

To manually close the Incident, select Incident Closure > Close.

CLOSED

The status of the Incident in this phase is Closed. No further activities are performed on the Incident; however, Work Details may still be added to the ticket if required.



REFERENCES

Shared Health Documents

To view the Shared Health Process Documents or Remedy Training Material: log into Remedy, open the Incident, Console, and select the Document Viewer.

RELATED PROCESS DOCUMENTS

Incident_Mgmt Process Guide

Incident_Mgmt Process Principle Guide

RELATED Training Material

Remedy Basic Features Student Guide

Incident Management Student Guide

Incident Management Quick Reference Guide

Incident Management Lab Exercises

Incident Management Training Presentation Slides

Tasks Student Guide

BMC Remedy Incident Management Help