bmc remedy service request management user guide
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bmc remedy service request management user guideBooks Audiobooks Magazines Podcasts Sheet Music Documents (selected) Snapshots Enjoy thousands of titles when you subscribe Read free for 30 days BMC Service Request Management 2.2.00 User's Guide Uploaded by pisof 0 ratings 0 found this document useful (0 votes) 91 views 96 pages Document Information click to expand document information Description: BMC, BMC Software, and the BMC Software logo are exclusive properties of BMC Software. All other trademarks or registered trademarks are the property of their respective owners. Use of this information is subject to the terms and conditions of the applicable End User license Agreement. Report this Document Download now Save Save BMC Service Request Management 2.2.00 User’s Guide For Later BMC Service Request Management 2.2.00 User's Guide Original Title: BMC Service Request Management 2.2.00 User’s Guide Uploaded by pisof 0 ratings 0 found this document useful (0 votes) 91 views 96 pages BMC, BMC Software, and the BMC Software logo are exclusive properties of BMC Software. More Save Save BMC Service Request Management 2.2.00 User’s Guide For Later 0 0 found this document useful, Mark this document as useful 0 0 found this document not useful, Mark this document as not useful Embed Share Print Download now Jump to Page You are on page 1 of 96 Search inside document. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX USA Outside United States and Canada Telephone or Telephone (01) Fax (01) Fax If you have comments or suggestions about this documentation, contact Information Design and Development by at Copyright BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries.http://chocoenglish.com/_UploadFile/Images/ematic-em308vid-manual.xml
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The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation. Restricted rights legend U.S. Government Restricted Rights to Computer Software.To expedite your inquiry, please see Before Contacting BMC Software. Support website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at From this website, you can: Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including addresses, fax numbers, and telephone numbers. Support by telephone or In the United States and Canada, if you need technical support and do not have access to the Web, call or send an message to (In the Subject line, enter SupID:, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.http://digemnd.com/UserFiles/ematic-ereader-user-manual.xml Before contacting BMC Software Have 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 System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance 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 software BMC Service Request Management provides a consistent user interface where users can request a service or report an incident. Users or service desk staff can select services that IT or other departments support from a service catalog that the business service manager sets up. BMC Service Request Management works with other applications, such as BMC Remedy Incident Management and BMC Remedy Change Management, to resolve user requests. BMC Service Request Management manages the entire process, from submission to completion. This guide is for: Users, who select services from the service catalog and initiate service requests. Business service managers, who approve requests and run reports. Service request coordinators, who plan, coordinate, and track service requests. Fulfillment providers, who complete their tasks in the fulfillment application and update their task status in their specific applications. Administrators, who communicate with users by sending notifications and broadcasting messages. Preface 7 You can order printed documentation from the Customer Support website. NOTE To access the Customer Support website, you must have a support contract. You can access application help by clicking Help links within the application. Title Document provides Audience BMC Service Request Management Information about new features and known issues. Everyone Release Notes BMC Service Request Management Installation Guide Procedures for installing the application. Administrators BMC Service Request Management Administration Guide BMC Service Request Management Troubleshooting Recommendations white paper BMC Remedy Action Request System Configuration Guide BMC Remedy Action Request System BMC Remedy Mid Tier Guide BMC Remedy IT Service Management Configuration Guide BMC Remedy Knowledge Management User s Guide Procedures for administrating and configuring the application. Replaces the separate administrator s and configuration guides that were provided for previous releases of the application. Assistance in troubleshooting some of the common issues that may occur while installing and implementing BMC Service Request Management Procedures for configuring BMC Remedy Action Request System. Information about configuring the mid tier, setting up applications for the mid tier, and using applications in browsers. Information about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data. Procedures for using BMC Remedy Knowledge Management. Administrators Administrators Administrators Administrators Administrators Users 8 User s Guide You can use this console to view available services, and submit and view your requests. The following topics are provided: About the Request Entry console (page 10) Submitting a service request (page 12) Creating requests on behalf of other users (page 19) Filling out the service survey (page 20) Making suggestions (page 21) Setting Request Entry console preferences (page 21) Configuring the application for accessibility users (page 22) Chapter 1 Using the Request Entry console 9 The Request Entry console uses a cart, similar to many e-commerce websites, so that you can add multiple service requests to the cart and submit them in a single operation. If your company uses the BMC Cloud Lifecycle Management solution, a My Cloud Services Console link on the left navigation pane allows you to launch the cloud life cycle management console. 10 User s Guide To enable use of all features of the application, disable pop-up blocking or modify the pop-up blocker settings to add the BMC Remedy AR System Mid Tier web server to the exception list. Popular Services view of the Request Entry console The Request Entry console opens with the Popular Services view. Using the Popular Services view, you can select one of the most popular services (both personal and system) with a single click. To locate a service that is not shown in the Popular Services view, use the Search field to search for the service, or click an icon in the toolbar near the top of the form to see the service requests by category. The Popular Services view lists services in the following order: Services you added as favorites, shown alphabetically. Services specified by the application administrator, shown alphabetically. Services added automatically, based on how many times users request the service during the most recent period of time. The maximum number (default is 10) and the length of the time period (default is a week) is configurable by the application administrator. The most requested services are shown first. User scenario Suppose that you must print presentation materials to distribute in an important meeting to be held in two hours, and the printer stops working. If the optional BMC Remedy Knowledge Management application is available, you open the Request Entry console and search for articles in the knowledge base. If you find a solution to your printer problem, you do not need to open a service request. If you do not have the BMC Remedy Knowledge Management application installed or you do not find a solution in the knowledge base, you use the Request Entry console to search for a service. In the service catalog under the Hardware category, you find the service you need. You select the service, enter the required information, and submit the request. Because your application administrator configured the application so that you receive an notification when the request is assigned, you are alerted when a service desk technician is assigned to work on your request. Again in the Request Entry console, you view your submitted request and see that its status is In Progress. When the service desk technician enters information indicating that the printer is fixed, you receive notification alerting you to that effect, and you resume printing your materials. You receive an notification asking you to fill out a survey, indicating how you rate the response to your request. Chapter 1 Using the Request Entry console 11 NOTE If BMC Remedy Knowledge Management is available, you can search for a knowledge base article that might help you resolve your problem. For more information, see Searching for knowledge base articles on page 14. To submit a service request 1 Use one of the following methods to find the service to request from the Request Entry console. Click the Next and Previous buttons (if shown) to view all the available requests. Review the popular services shown to see if the service you want is listed on the initial page. Click Next to see more services. For each service that appears you can also click: Add to Favorites or Remove Favorite To add or remove the service from your favorites list. Your favorites appear first in the Popular Services view of the Service Request Console. Add to Cart To add the request to a cart, to submit multiple requests at once. See Using the cart on page 13. Details To see more information about a request before requesting it. Enter a search term, and click the magnifying glass. For example, if your printer ran out of toner, enter toner cartridge, color printer, or printer. Your Service Catalog Manager might have added keywords to simplify your searches. Click an icon for a category near the top of the form, or click the Browse Catalog link on the left navigation pane, and then select a category. If a category has a Browse Subcategories link, you can click it to see the subcategories instead of all the services in the category. 2 Click the icon or the name of a request to request it. NOTE If you clicked the Details link for the request, click Request Now or Add to Cart from the Service Review page. 3 Provide the following information for the service request as needed: Edit the requester details (for example, your phone number and address). Enter the date when you need the service finished. Include an attachment, such as an illustration of an office layout or a spreadsheet containing part numbers of items that you need. 12 User s Guide You can access the attachments only from the service request. Similarly, attachments added in other applications (except public work info attachments) are not transferred to BMC Service Request Management. 4 Click Submit, or click Add to Cart. NOTE If you are not sure you have all the needed information, click Save as Draft. The request appears in the list of service requests in Draft mode. Using the cart In the cart, you can combine multiple service requests, and submit them in one operation. For example, you might decide to create requests for two services at once: fix your printer and upgrade your computer to the latest version of Microsoft Office. NOTE You can open only one cart a time. Also, the cart is not available to guest users. To use the cart 1 From the Request Entry console, locate a service to request. 2 On the service s description, click Add to Cart. The Cart Review window shows information for each item in your cart. 3 To change the name of the cart to a more meaningful description (for example, Allen s cart), click Update Name. The cart name defaults to the cart request ID. You can modify the cart name, but you cannot modify the cart request ID. The Ready column in the Cart Review table shows any requests that require attention. You must update requests that need attention before you can submit the cart. Chapter 1 Using the Request Entry console 13 The cart is ready to submit when you see the green checkmark in the Your cart is ready area of the window. 6 To create the service request, click Submit Cart. The system creates a new cart request ID (for example, CR ). The new cart submission appears as a single request in the Request Entry console. You can view it to see the status of your request. Searching for knowledge base articles If BMC Remedy Knowledge Management was installed with BMC Service Request Management, you can search for knowledge base articles from the Request Entry console in either of the following ways: Using a knowledge base article to fix your problem Search the knowledge base for articles that might help you resolve your problem. If you find an article that contains a solution that you can follow to fix your problem, you do not need to submit a request. By submitting a request with attached knowledge base articles Search the knowledge base for articles that might help you resolve your problem. If you find articles that relate to your problem but do not fix the problem, then submit the request or search for services in the Request Entry console. If you chose to report an issue, the request generates an incident request that includes the articles you viewed, assisting in quicker resolution of your problem. The service desk will see the articles you viewed to try to solve the problem. Using a knowledge base article to fix your problem The following procedure describes how to search for knowledge base articles, and then use a knowledge base article to fix your problem. To use a knowledge base article to fix your problem 1 Open the Request Entry console from a browser. 2 From the Request Entry console, select the Search Knowledge Base check box that is located beside the Search field. 3 Enter search terms in the For field (for example, Printer or Pr), and click the magnifying glass. 4 In the BMC Remedy Knowledge Management window, review the search results. You can refine your search criteria in the Advanced Search pane, and run the search again. 5 In the Search results list, click the Title of any article to view it. 14 User s Guide Submitting a request with attached knowledge base articles If you do not find an article that you can follow to fix the problem yourself, the following procedure describes how to search for knowledge base articles, and then submit a service request with attached knowledge base articles. To submit a request with attached knowledge base articles 1 Open the Request Entry console from a browser. 2 From the Request Entry console, select Knowledge Base in the Search field. 3 Enter search terms in the For field (for example, Printer or Pr), and click the magnifying glass. 4 In the BMC Remedy Knowledge Management window, review the search results. You can refine your search criteria in the Advanced Search pane, and run the search again. 5 In the Search results list, click the Title of any article to view it. The articles you view will be attached to the request you will be submitting. The list of articles you view enables the service desk to see which relevant knowledge entries were viewed before you submitted the request. 6 After viewing the articles, click one of the following buttons: Report an Issue Enables you to submit an incident with list of articles you view so the service desk can see which relevant knowledge entries were viewed before you submitted the request. The SRM RKM Integration dialog box appears, with articles you selected shown in the Knowledge Base Relationship table. In the Issue Information area, enter the information needed to create the request, and click Submit Request. Search for Services Shows service requests that match the search criteria you specified. Chapter 1 Using the Request Entry console 15 For example, click the Open Requests link to view your open requests, or click the Needs Attention link to show only those requests that require your attention. You can use the Show field or the Service Cart field in the Request Entry console for different views of your service requests. Use the Service Cart field to view your service requests by their cart request ID or name. When you select a cart request ID or name, its related service requests appear. If you clear the Service Cart field, the display preference is used (for example, All Open Requests). Viewing your service requests You can review a list of your service requests, a summary of their details, the activity log, and their status levels. You can view requests by selecting the status from the Show field (for example, All Open Requests). In addition, each entry shown in the table of requests shows its relative status in the status bar. To view service requests 1 From the left navigation pane of the Request Entry console, click a link in the Submitted Requests area: Needs Attention Drafts Since Last Visit Open Requests 2 Select a service request. The table and status bar summarize details about the service request (for example, the service coordinator, if the request has been approved, its expected finish date, and so on). 3 Click Request Details. The form appears in Details mode. You can view information about the service request (for example, its request ID, its status, submit and required dates, and so on). 16 User s Guide NOTE To see the Process View tab, the End User Process View option must be selected for the SRD, or you must have SRM Administrator, Request Catalog Manager, or Service Request User permission. See the BMC Service Request Management Administration Guide. 5 To view properties for the service request, such as the process step and the fulfillment details, click one of the objects in the process detail window. If you have the proper permission, and the backend request was submitted successfully, the request s ID appears as a link that opens the backend request. For information about troubleshooting the service request, see the BMC Service Request Management Administration Guide. Viewing current approvers If the Request Catalog Manager has configured the service request definition to allow users to view the current users for their requests, you can view the current approvers. To view current approvers 1 From the left navigation pane of the Request Entry console, click a link in the Submitted Requests area: Needs Attention Drafts Since Last Visit Open Requests 2 Select a service request that has a status of Waiting Approval. 3 Under the Current Approvers heading, click the More Info link. The Approvals tab on the Request Details form appears and lists the current approvers. 4 Use the Show list to filter the approvers you see. Chapter 1 Using the Request Entry console 17 To add an entry to the activity log 1 In the left navigation pane of the Request Entry console, click the Open Requests link. 2 Select a service request from the list. 3 Enter text in the Notes field. 4 To add an attachment, perform the following steps: a Click the folder next to the Attachment field.To clear an attachment that you just added, click the Remove File icon ( ). 5 Click Add. The activity log entry is added to the service request. Reopening service requests When the fulfillment provider successfully finishes the request fulfillment process, the service request automatically reaches the Completed status. If your request has been completed (or rejected) but the service is incomplete, you can reopen it from the Request Entry console. You can also reopen a service request from a survey. (For more information, see Filling out the service survey on page 20.) You cannot reopen a service request after it reaches the Closed status. Service requests with a status of Completed are automatically closed after 15 days. NOTE When you reopen a service request, the original request is reopened in the fulfillment application if possible, or a work order is created, depending on how your administrator configured your system. For more information, see the BMC Service Request Management Administration Guide. 18 User s Guide TIP For a more narrowly defined search, select Recently Closed Requests or Requests Closed Since Last Login. 2 Select a request that has been rejected or completed. 3 Click Reopen, and click Yes. 4 On the Request Work Info form, add summary information, notes, and attachments as needed. 5 Click Save. If you are re-opening a rejected service request, its status changes to Draft. If you are re-opening a completed service request, its status changes to Planning. 6 From the Show field, select All Open Requests, or click Open Requests in the left navigation pane. 7 If your original request was rejected, select the re-opened request, and click Complete Request. 8 On the Provide Information screen, enter the required information, and click Submit. The status changes to Waiting Approval. Creating requests on behalf of other users You can create requests on behalf of other users if your administrator set up an on-behalf-of rule for you. You might create requests on behalf of other users in emergencies or unusual circumstances. For example, if someone in your department cannot create a service request (perhaps a co-worker s computer is not working or a co-worker is on vacation and needs a service performed), you can create a request on the other user s behalf. Users who are allowed to submit requests on behalf of another user: Must be assigned a fixed or floating license so that they can manage the requests after submitting them on behalf of the other user. Cannot manage a cart for another user. To create requests on behalf of other users 1 Open the Request Entry console. If you have proper permissions, the Request Entry console contains a link where you can create requests on behalf of other users. 2 From the left navigation pane, click Request On Behalf Of. Chapter 1 Using the Request Entry console 19 When you act on behalf of another user, your view of the Request Entry console is as if that user is logged in to the system. You see their open requests, their most popular services, and so on. 6 When you finish, click On Behalf Of Self. The Welcome message in the Request Entry console returns to its default mode. Filling out the service survey You are notified through to respond to a survey after your service request is marked Completed. Each service request generates a separate survey. NOTE Surveys must be configured for your company and the option must be selected. If surveys are not set up and the survey option is not selected, no surveys are generated. To respond to surveys 1 From the left navigation pane of the Request Entry console, click Answer Surveys. 2 Select a survey, and click Respond. 3 Enter your responses to the questions. 4 Perform one of the following actions: Click Close the Service Request to save your answers to the survey and complete the service request. If you are not satisfied with the actions performed on the service request, click Reopen the Service Request. (For more information, see Reopening service requests on page 18.) NOTE You cannot reopen a service request after it reaches the Closed status. Click Submit. Work info is added to the service request. 20 User s Guide To make suggestions 1 From the left navigation pane of the Request Entry console, click Suggestions. 2 From the Suggestions form, select a category for your suggestion (for example, Common Requests or Metrics). 3 Enter the Title and the Suggestion to create your suggestion. NOTE If you are suggesting a new service, enter a suggested title and description. 4 Click Save. 5 To view your suggestion, click the Previously Submitted Suggestions tab. Setting Request Entry console preferences You can modify the default appearance of the consoles you have permissions to access. When the Request Entry console opens, you can determine: Default console settings, which you can use to determine the console view that appears initially (for example, Submitted Requests). Display of service requests (for example, All Open). Requests closed since the last time you logged in to the Request Entry console. NOTE Guest users cannot set Request Entry console preferences. To set the Request Entry console preferences 1 From the Request Entry console, click Preferences. 2 From the Submit Confirmation list, select the option you prefer: Yes A confirmation dialog box will appear when you submit a request. No A confirmation dialog box will not appear when you submit a request. Chapter 1 Using the Request Entry console 21 22 BMC Service Request Management From the Initial Console View field in the General Console Information area, select whether you want the Popular Services, Service Categories, or Submitted Requests view to appear when the Request Entry console opens. The default setting is Popular Services. When you click the Home button in the Request Entry console, you return to the view that you specify here. If there is no setting, the Home link returns you to the Popular Services view. 4 Modify the default search criteria for My Requests when the Request Entry console appears: a From the Show field, select whether service requests with a particular status should appear. For example, you might want to view only service requests with a draft status. The default setting is All Open Requests.For example, you might want to view requests that were closed in the last five days. If you are an infrequent user, you can enter a higher number (for example, requests closed in the last two weeks or months). 5 In the Broadcast Auto Popup field, specify one of the following defaults: Never You never see the broadcast warnings. On Console Open You see the broadcast warnings when the console opens. On New Broadcast You see the broadcast warnings only when there is a new broadcast. 6 Click Save. You must close and reopen the Request Entry console for the changes to appear. Configuring the application for accessibility users Accessibility readers can use keyboard and screen-reading software, such as the JAWS for Windows screen reader from Freedom Scientific, to read the Request Entry console. This console can be used to monitor the current number of open and late requests, run request reports, and examine request trends. NOTE To access the Business Manager Console, you must have the Business Manager permission. For information about permissions, see the BMC Service Request Management Administration Guide.