Remedy Basic Manual-V1.2

Problem and Change Management

UpdatedBasic Training

ManualImplemented with

Table of ContentsDOCUMENT OVERVIEW..............................................................................................4

REMEDY OVERVIEW....................................................................................................4

HELP DESK (PROBLEM MANAGEMENT)...........................................................................4CHANGE MANAGEMENT...................................................................................................4

USING THE SYSTEM......................................................................................................5

OBTAINING A REMEDY LOGIN.........................................................................................5SETTING UP YOUR USER ID (LOGIN ACCOUNT)..............................................................5

NAVIGATION & GENERIC TASKS.............................................................................8

NAVIGATION.....................................................................................................................8USING THE REMEDY SERVICE CONSOLE..........................................................................8

Gathering Information within Remedy........................................................................9Function within the Support console...........................................................................9

BUTTONS AND FUNCTION KEYS.....................................................................................10New Request...............................................................................................................11Search for Request.....................................................................................................12Bulletin Board (Hot News)........................................................................................12Reporting...................................................................................................................12Working with Tables..................................................................................................12

OPEN NEW REQUEST......................................................................................................13SEARCH REQUEST..........................................................................................................16

Searching for a Specific Tickets................................................................................17Searching for a User (customer)...............................................................................17Advanced Searches....................................................................................................19Search by Creation Date...........................................................................................19

PROBLEM MANAGEMENT........................................................................................25

SUPPORT TASKS.............................................................................................................25CREATING A NEW PROBLEM MANAGEMENT TICKET....................................................25

Resolving Tickets on Initial Contact..........................................................................28Ticket Assignment......................................................................................................28Receiving Request Assignments.................................................................................30Accepting Request Assignments.................................................................................30

MODIFYING/UPDATING EXISTING REQUESTS................................................................31RESOLVING TICKETS......................................................................................................31CLOSING TICKETS..........................................................................................................32CANCELING TICKETS......................................................................................................32TICKET SOLUTIONS (COMMON PROBLEMS)...................................................................33

Searching for Existing Solutions...............................................................................34Resolving Requests....................................................................................................34Creating New Solutions.............................................................................................34Creating a Solution without a Ticket.........................................................................35

Revised Date: 1/9/2006 2 of 61

Change & Problem Management

CHANGE REQUEST......................................................................................................36

Types of a Change Request........................................................................................36CREATING A NEW CHANGE MANAGEMENT TICKET......................................................37

Change Initiation - Create Change Request..............................................................37Category, Type and Item- (CTI)................................................................................37Change Complexity....................................................................................................38Summary....................................................................................................................39Asset...........................................................................................................................41General Tab...............................................................................................................42Requester Information...............................................................................................43Support Information...................................................................................................43

PLAN REQUEST...............................................................................................................44Assessment.................................................................................................................44Assessment Tab..........................................................................................................44Locations Affected.....................................................................................................45Locations Affected Tab..............................................................................................45Services Affected Tab.................................................................................................47Services Affected........................................................................................................47Notifications...............................................................................................................48Notifications...............................................................................................................48

TASKS.............................................................................................................................49Task Tab.....................................................................................................................50Activity Tab................................................................................................................51Related Tab................................................................................................................51Postmortem (Root Cause Analysis)...........................................................................52Approvals Tab............................................................................................................53

CHANGE APPROVAL PROCESS........................................................................................55Initiate Approval Process..........................................................................................55Change Execution......................................................................................................55Change Closure.........................................................................................................55

APPENDIX A...................................................................................................................57

REMEDY AND E-ESM COMPARISON...............................................................................57Problem Management................................................................................................57Change Management.................................................................................................57



Document Overview This document provides the information on how to perform basic tasks in Remedy. This is not a comprehensive document. A reference document exists that provides more detailed explanations. This document will help you get started with Remedy. This document will help you become familiar with the basic concepts of the tool.

Remedy Overview WHAT IS REMEDY? This section provides information about the Remedy application used for Problem Management at NiSource. Remedy is an application that is made up of several different components and modules. All Remedy modules run on the Remedy Action Request System (ARS). This is the core of the Remedy suite. Remedy has numerous commercial modules, such as Help Desk, Change Management, and Asset Management that can be used in addition to custom ARS applications. NiSource uses the Remedy Action Request System, and a customized Remedy Help Desk module with Change Tasking.

Note: Help Desk Requests processed using the Remedy Problem Management application are referred to as Problem Management tickets.

Help Desk (Problem Management)NiSource uses Remedy Help Desk as their Problem Management system. The Help Desk application allows users to submit requests to support personnel, who will then work to resolve the issue.

Change ManagementNiSource uses Remedy Help Desk’s Change Tasking features to track changes. This is accessed through the same interface as the Help Desk application. The navigation and basic system behavior is the same to make it easier to learn both tools. You will go to one place to submit or work on a Help Desk request or a Change request.



Using the System This section provides instructions for using the Remedy Application. This manual will explain the key system features and how to perform the following tasks within the system:

Obtaining a User ID (Login) Setting up your User ID (Login to Remedy) Setting up your Personal Profile Navigation

o Using the Remedy Service or Support Consoleo Searching

How to submit a Problem Ticket How to modify (update & change status) a Problem Ticket How to submit a Change Ticket How to modify (update & change status) a Change Ticket How to transfer a ticket

Obtaining a Remedy LoginGo through NiSource ID process to get your U8#’s process to obtain your Remedy Login.

Setting up your User ID (Login Account)After receiving your Remedy login, you will want to login to the system and setup your account. The first time you will need to do a few extra steps.

1. Double click on the Remedy icon on your desktop.

Note: IBM personnel will go through Citrix, and then double click the Remedy icon on the Citrix desktop.

2. The Remedy Login dialog box is displayed.

3. Enter your Remedy Login ID (in CAPS, ie: U8#####)

4. Enter your Password

5. Click on the Accounts button. (After the 1st time you will finish by clicking OK)

Note: Using the Accounts button to add your user ID will allow you to select your ID from the dropdown menu instead of typing it every time.

6. The Accounts window opens.



7. Click on the Add button and type in the Remedy Server name.

8. Then click the Users button.

9. Click on the Add button and type in your UserID.

10. Click on the OK button to return to the Accounts window.

11. Click on the OK button on the Accounts window

12. The Accounts window closes and you return to the Login window.

13. Click on the OK button and you will be logged in to Remedy.

Figure 1 – Login Screens

In the future you do not need to go through all those steps to log in. You simply do the following:

1. Double click on the Remedy icon on your desktop.



Note: IBM personnel will go through Citrix, and then double click the Remedy icon on the Citrix desktop.

2. The Remedy Login dialog box is displayed.

3. Use the drop down arrow to select your Remedy Login ID

4. Enter your Password

5. Click OK.

Figure 2 - Login

Tip: After logging in to Remedy you can set your User Tool Options to be more use- friendly according to your preferences by selecting Tools from the Toolbar menu and clicking Options.

When you start Remedy Problem Management Support, the Remedy Service Console is displayed. The console lists the requests assigned to you and provides quick access to the tasks you perform as a support staff member.



Navigation & Generic TasksRemedy uses the same basic navigation features as most Windows® applications. There are several tasks that are common to all Remedy modules. When you learn to do these tasks you will be able to perform them in either Problem Management or Change Tasks.

NavigationFirst, let’s take a look at how to move around within Remedy. When you login to the system the Remedy Service Console will display.

Figure 3 – Remedy Service Console

Using the Remedy Service ConsoleThe control panel has been designed to provide a consolidated view of problem and change management within the Remedy application. Being able to navigate within the application by the click of a button will aid in accurate data entry while creating a change request in a timely manner. Shown below is a screen shot of the Remedy Service Console. The Change Complexity field has been added for Change Management.



Figure 4 – Remedy Service Console

The Service Console provides two features when using the tool. First, allow you to view information concerning all tickets assigned to you and/or your group. This includes change tickets (CHG), problem tickets (HD), and change tasks (TSK). Second, it allows you to navigate through the application with a click of a button.

Gathering Information within Remedy

The tickets that are displayed in your service console are assigned to you and/or your group. These tickets will remain in your console until the appropriate action is taken and each ticket is properly closed. You can gather information about the ticket from the service console. This information includes RequestID, Site, Summary, Customer Name, Phone, Due Date/Time, Change Complexity, Status, Owner, and Group.

Buttons and Function KeysRemedy provides many different ways to navigate and perform functions within the system. You can use your mouse to click on icons or buttons, or use shortcut keys on your keyboard. The toolbar is always at the top of the Remedy window as shown below.

Support Console - Toolbar layout

Figure 5 – Remedy Tool Bar



The following toolbar buttons and key sequences are used in Remedy User.

Button Function Shortcut KeyBegin a Task Ctrl+T

New Request n/a

New Search F3

or Save Ctrl+Enter

Save and Next n/a

Print Ctrl+P

Print Preview n/a

Report n/a

What’s This (Description of selected item) n/a

Drop-down list box n/a

Free text box n/a

Next / Previous Ctrl+PgupCtrl+Pgdn

Close/Exit Alt+F4Bulletin board N/A

Reminders N/A

People Information N/A

Approval By Asset N/A

Create Notification Group N/A

Asset to Services N/A

Below are some additional Shortcut keys.

Button Function Shortcut keyN/A Copy all fields Ctrl+AN/A Copy selected fields Ctrl+CN/A Clear all defaults/entries Ctrl+EN/A View Status History for the request Ctrl+H



N/A Begin recording macro Ctrl+RN/A Paste Ctrl+VN/A Close all open windows Ctrl+WN/A Cut Ctrl+XN/A Save current request & go to next one in

results listCtrl+Y

N/A Undo Ctrl+ZN/A Switch Details to New mode F2N/A Switch Details to Search mode F3N/A Refresh the search F5N/A Paste Shift+InsertN/A Select previous tab Ctrl+Page UpN/A Select next tab Ctrl+Page

DownN/A Perform Search (in Search mode) Ctrl+EnterN/A Navigate through forms Ctrl+TabN/A Open text/diary editor for field Shift+Alt+F7N/A Context-sensitive help F1

Remedy Service Console Functions

Below are the buttons found on the Remedy Service Console:

New Request – Opens new request option for Help Desk or Change Search Request – Opens search request option for Help Desk or Change Bulletin Board – Provides view of current open issues Reporting – Opens Reporting page Web Reports – Opens Web site for all Remedy Reporting Feedback – Provides a feature for all feedback including any issues or

enhancements to the tool. View Outages – Opens the Search window to view Outages. Details – Opens the highlighted request in the table for more information Refresh – Refreshes the table with new information

XFigure 6 – Remedy Service Console Buttons

New Request

Click the New Request icon if you want to create a new request.



Figure 7 – New Request Icon

Search for Request

Click the Search for Request icon if you want to search for existing requests.

Figure 8 – Search for Request Icon

When you click either the New Request or Search Request icon, the following Dialog box is displayed:

Figure 9 – Select Request Type

Choose the Help Desk Case button to create a new Problem Management Ticket. The Change Request button will open a new Change Request Ticket.

Bulletin Board (Hot News)

The Bulletin Board, which replaces the “Hot News” functionality from your previous system, enables you to view and create messages that can be viewed by the entire organization or by users in the support, management, and administrator groups.

Figure 10 – Bulletin Board Icon

Reporting

Click the Reporting icon to generate predefined reports on Problem Management tickets.

Figure 11 – Reporting Icon

Web Reports

Opens Web site for all Remedy Reporting.



Figure 12 – Web Reports Icon

Feedback

Provides a feature for all feedback including any issues or enhancements to the tool.

Figure 13 – Feedback Icon

View Outages

Opens the Search window to view Outages. It also provides the ability to open the request associated with a particular outage.

Figure 14 – View Outages Icon

Details

Opens the request highlighted in the table for viewing or updating.

Figure 15 – Details Icon

Refresh

Refreshes the table with new information

Figure 16 – Refresh Table Icon

Working with Tables

The Remedy Support Console uses a table to display the assigned requests. You can sort the data within the table, update the data, and print it. You will see tables used in several other places within Remedy. Generally all tables work the same way.

Updating the Table Data

1. Right-click on the table.



2. From the context menu that appears, choose the item you want.

a. Refresh table - Loads the latest data into the table. The administrator can set a limit on how many records are loaded into the table. The status bar of the main window indicates how many records are loaded.

b. Refresh All in Table - Loads the latest data into the table and overrides any limitations the administrator may have set on how many records can be returned. Note that if a large number of records are returned, your server’s performance may be slower.

c. Clear Table - Removes the table data. To view new data, click in the table.

d. Print Table – Prints the data in the table as it shows on the screen.Sorting the Table Data

1. Click on the header of the column by which you want to sort the table. The list of items is ordered according to that column.

2. To reverse the sort order within that column, click the column header again. On the web, click the arrow in the header.

Open New Request When selecting “New Request” from the Service Console, a pop up box appears and will give you the option of Help Desk or Change Request as shown below. This option will allow you to create a either a new Problem Management (Help Desk) request or a Change Task request from the option selected.

Figure 17 - Create Request

If you choose Change Request, a New Change Request will open.



Figure 18 – New Change Request

Note: You can also click on the “What’s this?” icon (arrow cursor with question mark) and then click on the field that you have questions about. A “Help” text box is displayed.

If you select Help Desk Case, a new Help Desk Request will open.

Figure 19 - New Help Desk Case

Below are several tips to help you enter data and move around the Remedy application.



You can move through the fields on the screen using your mouse or by using the Tab key.

If the field has a down arrow next to it, it is a drop-down menu. You click on the arrow and the menu will display.

If there is a small icon that looks like a calendar, clicking on the icon will pop up a calendar for you to use in selecting a date. You can also just type the date in.

All labels (the words beside the fields) that are bold are required field. You must enter data in all required fields before you can save or continue in Remedy.

Labels that have a + sign after (i.e. Login Name+) are indications that you can put your cursor in that field and hit the Enter key to search for that information.

The bottom of the form will usually contain several Tabs. Click on the tab names to open that tab. You will not lose any information by going between tabs before saving.



Search RequestWhen selecting “Search Request” a pop-up just like the New Request pop-up appears giving you the option of Help Desk or Change Request. Choose the type of request you want to search.

Figure 20 – Search Selection

The Search Request window will open. Below is an example of the Search Change Request window. The Search Help Desk Cases window will be similar, but will contain the Help Desk request fields and information.

Figure 21 – Search Change Requests

Note: Fields in BOLD are required, fields that are italicized are entered by the system and fields with a “+” to the right have a search action associated with them and will return data when the enter key is pressed while your cursor is in that field.

When performing a search, you can search any text box listed on the search form except fields within a table. Example:

If you enter “120” in the Change ID field and press the search button, you will see ticket CHG00000120.



If you type “MTAYLOR” in the Login Name+ and press search, you will return all request entered for MTAYLOR.

Searching for a Specific Tickets

To search for a ticket that was created by a specific agent follow these steps:

1. On the Service Console, click the Search for Request button.

2. Select Request Type (either Help Desk or Change).

3. Enter the agent’s full name in the Name+ field on the General Tab.

4. Press the Enter key.

5. A popup window displays to search for the specific agent.

6. Search for and select the desired agent, then click OK.

7. Click the Search button on the main Search window to search for tickets create/submitted by that agent.

To search for a ticket that was assigned to a specific agent follow these steps:



3. For Change Requests:

a. Click the Down Arrow by the Technical Lead+ field on the General Tab.

4. For Service (Help Desk) Requests:

a. Click the Down Arrow next to the Individual field on the Activity Tab.

b. Select the desired agent from the popup list, and then click the OK button.

5. Click the Search button on the main Search window to search for tickets assigned to that agent.

To search for a specific problem ticket number (Case Number) follow these steps:


2. Select Request Type (Help Desk).

3. Click the General Tab, and enter the ticket number in the CaseID+ field.

4. Click the Search button. (Note: You do not need the letters HD or leading 0’s)

Searching for a User (customer)

You can enter User information in one of two ways:

1. Enter a User ID (i.e.: TCO1234, U12345) in the Login Name field.



a. Enter a first, last or part of a name in the Name field.

b. Without moving your cursor from the field, press Enter.

Figure 22 – Search Results

2. If there is more than one matching record the Search People dialog box is displayed, listing any matching records. Enter search criteria in the appropriate fields.

a. Click Search.

b. The Search Results table shows the matching records. If one does not exist, ask the person who their manager is and log the ticket under the manager’s name.

c. To view a record, select it and click Details. The Person Information form is displayed.

d. To make changes, update the appropriate fields and click Save.

e. Click Close.

Fill in the following required fields on the form:



Category - Menu items that you can choose are determined by your administrator. The category field is the broadest categorization of the ticket. For example, ticket categories could include Hardware, Software, or Network.

Type - Menu items that you can choose are determined by your administrator and the value you selected for the Category field. The Type field identifies the ticket with more precision. For example, ticket types could include Printers, Servers, or Workstations. “Software” Type is a list of the applications from the Application Portfolio.

Item - Menu items that you can choose are determined by your administrator and the values you selected for the Category and Type fields. The Item field is the most detailed of the categorization fields. For example, ticket items could include product, model, or component names.

Module - Module field is available for use by specialized Business Segments. It can also be used for an added level of detail for reporting requirements. Skills assignments cannot be made at this level, they are only set at the Category, Type and Item levels.

Note: The “Unknown” value may be used when a technician creates a new request. The administrator will receive an email when a ticket of this type is submitted to foster CTI Standards.

When a customer call is entered via the web, the Category, Type and Item fields may also be “Unknown”. In these cases the First Level Support analyst will contact the customer and determine what the true CTIM is at that time.

Advanced Searches

You can also perform advanced searches in Remedy.

1. Click the Advanced button in the upper right corner of the screen.

Figure 23 – Advanced Search Bar

2. A row of buttons, a Search Criteria field, and a Fields list is displayed. You can use this bar to specify complex search criteria. For detailed information about using the advanced search bar, click Help on the Toolbar menu.

Search by Creation Date

To search for tickets by creation date follow these steps:





3. If you know the exact date and time of creation, enter it in the Created field on the Admin Tab.

4. Most users will not know the exact time so you will do an advanced search:

a. Click the Advanced button on the top of the search panel.

b. In the Search Criteria, click the Fields V button and select the Created field.

c. Click the >= button and enter the desired date.

d. Click AND, then select Created (CHG) or Create Date (HD) field again.

e. Click the <= button and enter the next days’ date.

f. It should look like this: 'Created' >= "11/1/2005" AND 'Created' <= "11/2/2005".

g. Click the Search button.

Note: See the Frequently Asked Questions (FAQ) posted on the Education website for additional information on advanced searches.



Setting up your Personal ProfileRemedy allows you to set up personal profile, contact preferences, availability, security and other personal information for you as a support person as well as for end users.

Access the User Profiles from the Remedy Support Console following these steps:

1. Click the Utilities Menu item

2. Select People Information.

Figure 24 – Remedy Support Console

The basic information is loaded from PeopleSoft. The Configure People form is displayed:



Figure 25 – New Configure People

You can click the “Select Existing” button or narrow your search by typing a Login Name (Network ID) or Last Name and then clicking the “Select Existing” button. If there are multiple matches, select the correct one and press OK.

Fill in any applicable blank fields. Verify that your email address is correct. If it is not correct, please enter the correct email address at this time.

Pager Tab – Enter your Pager information on this page if applicable.

Address Tab – Enter your business address information on this page.

Figure 26 – Address

Availability Tab – Enter your availability schedule on this page. The default is 24 x 7 for 1 year. For example: if you were on vacation from 2/11/02 to 2/15/02 and 12/24/02 to 1/2/03 then you would have 2 availability schedules, first would be from 1/2/02 to 2/8/02, then 2/18/02 to 12/23/02 (there would be more for additional Holidays that you have off). You would also add a schedule, even if it overlaps, for a time period that you are on call.



Figure 27 – Availability

Contact Numbers Tab (Main Numbers) – Enter other contact numbers that you use.

Figure 28 – Contact Numbers

Contact Numbers Tab (Contact Preferences) – Enter other contact information here, when to call which number, priority, etc. The “Other #” field can be used to store numbers for temporary locations or for numbers not included in the pre-defined contact numbers such as an additional pager, wireless, etc.

Figure 29 – Contact Preferences



Security Check – The information here is used to obtain verification of users in order to change passwords on the system.

Note: You may not see this tab. Only Help Desk, ENOC and “Security-SecretQuestionAccess” Group members have permissions to these fields.

Figure 30 – Security Check



OutagesOutages can be added after a request has been created and saved.

Adding/Modifying an Outage

xxx

Deleting an Outage

xxx

RCA Required Outages

xxx



Problem ManagementThis section provides information about the Support role of the Remedy Problem Management application and about the activities that you can perform. As a support staff member, you work with Users to answer questions and solve Problem Management tickets.

Note: Requests processed using the Problem Management application are referred to as Problem Management tickets. The Remedy application may also refer to them as Help Desk Cases.

Support TasksUsing the Remedy Problem Management application, support staff can perform the following tasks:

Create, update, and resolve Problem Management tickets. Search for and view assigned Problem Management tickets Create and look up potential solutions to Problem Management tickets

Creating a New Problem Management TicketTo open a new Problem Management ticket in Remedy; you will follow the same steps shown in the Open New Request section. After opening your new Problem Management Request, follow these steps to submit a new Problem Management ticket. Fill in all bold fields.

1. In the Summary field, enter a brief description of the ticket.

2. In the Status field, select the status of the ticket. You may also leave this field blank.

3. On the User Info Tab:

a. Enter the appropriate information for the User that is affected by the ticket.

4. On the General Tab:

a. In the Description field, enter detailed information about the ticket.

b. Select a Due Date/Time, determined through discussions with customer, by clicking on the ellipsis box, which displays a calendar. You can modify the time manually by typing in the field.

5. On the Solutions tab:

a. Look for possible solutions. See the Solutions Section for more information on using and creating Solutions.

6. Save Option 1:

a. Click Save to create the new Problem Management ticket.

b. A message tells you to whom the Problem Management ticket has been assigned. The form is cleared.

c. Click OK.

7. Save Option 2:Revised Date: 1/9/2006 27 of 61


a. Click the Save and Reopen button to create the new Problem Management ticket.

b. A popup window displays allowing assignment of an individual or group to the ticket.

c. You can also select the Self or choose Close to take the default assignment.

d. See the Assignment section for additional details.

Below are details about the main fields that you will be using to enter a new Problem Management ticket.

Figure 31 – Main Request Area

Summary - Enter a brief description of the request. You can type your own description of the problem or select a summary that is predefined by your administrator. If you select a predefined summary, some or all of the other fields (Category, Type, Item, and Description) will be filled in automatically.

Figure 32 – Summary Field

Top 25 - Button to the right of the Summary field will list the 25 most frequently used issues. When a problem is selected most of the necessary fields, including a solution, are automatically populated and the ticket can be resolved at this point if the solution was applicable to the situation.

Figure 33 – Top 25 Button

Status - Set the status to New or you can leave it blank. When you save the request, this field automatically changes to Assigned.

Figure 34 – Status Field

Problem Area - Select the applicable option for the problem area.

Figure 35 – Problem Area Field

General Tab – Select the General Tab, and then enter the required data in the appropriate fields.



Figure 36 – General Tab

Priority - Select the priority or severity level of the Problem Management ticket.

Note: Remedy’s Priority is not the same as the NiSouce Severity Codes. The Due Date/Time field will auto-populate based on the Priority chosen.

Urgent-1 – Within 24 Hours for Resolution High-2 – Within 3 Business Days for Resolution Medium-3 – Within 7 Business Days for Resolution Low-4 – Within 30 Business Days for Resolution

Figure 37 – Priority Field

Case Type - Select the type of Problem Management ticket:

Problem - Involves a problem that the support staff must resolve.o For example, a User cannot access a printer.

Question - Involves a question. o For example, a User needs to know the name of the print server.

Request - Involves a request for service. o For example, a User needs more memory.

Preventive Maintenance - Involves pro-active tasks rather than reactive tasks. This Case Type is used in Change Management.

Figure 38 – Case Type Field

Source - Select the source of the Problem Management ticket:

Phone – When User phones the Problem Management directly. User - When User submits the ticket from Remedy User. Email - When User submits the ticket by email. Web - When User submits the ticket using the web (default for tickets entered via a browser). NMP - When ticket originates from a network management program (NMP). This is rarely

entered manually.



Figure 39 – Source Field

Note: Bold fields are required and the case will not save/submit if they are empty.

Resolving Tickets on Initial Contact

When you finish working on a ticket, you must change its status to Resolved. The User is notified when a ticket is resolved. The User can review the ticket and confirm resolution by contacting the Help Desk or to ask to reopen it if the resolution is not satisfactory.

If the ticket is not set to Closed within one day of it being resolved, the Problem Management application automatically changes the status to Closed and changes the Closure Code to Automatically Closed. The response time to change the status depends on how the Remedy Problem Management administrator configured the application module.

When a new ticket is created and resolved during the first contact, and the Status is set to “Resolved” before submission, the ‘Closed on Initial Call?’ Field is set to “Yes”.

Resolving an Initial Contact Ticket:

1. Click the Activity tab.

2. In the Work Log field, document how you resolved the ticket.

3. In the Time Work Resolving Ticket field, enter the time you spent on the ticket.

4. In the Time Travel field, enter any time that you spent traveling to the site to work on that ticket.

5. In the Status field, select Resolved.

6. In the Resolved Code field, select the applicable code.

7. Click Save. Click the X on the upper right corner to close the window and return to the Service Console.

Note: The “Save & Reopen” button allows you to submit a ticket in which the required fields have been completed and then returns the ticket to the screen in Modify mode.

Figure 40 – Save & Reopen Button

Ticket Assignment

When a ticket is opened, the assignment is based on the Category, Type, Item, Region, Site and Department. You can assign a ticket in one of two ways:

You can click on the Assignment button and select a group and/or an individual. If assignments are made at this point the Availability List will not appear after submission of the ticket.

If the “Assign to Group +” and “Assign to Individual +” fields are left blank when submitting the ticket, the ticket will be automatically assigned and the Availability List will be displayed. You can overwrite



the Assignee information, if you feel it is not appropriate, by clicking on the Select Person or Select Group button.

Once you select an Assignee or Assignee Group the ticket is updated and you are returned to a new Problem Management form.

Note: The Ranking column shows the order in which the support persons should be contacted.

Figure 41 – Availability List

As a Help Desk agent you do not need to monitor a ticket once it is assigned to someone else. When a ticket reaches a percentage of target date, then escalation notifications are sent as follows:

60% = Assignee gets a reminder 80% = Assignee and supervisor get a reminder 100% = Assignee, supervisor, and supervisor's supervisor get reminder



Receiving Request Assignments

You will receive notification of ticket assignments by Email.

1. Log in to Remedy Problem Management Support.

2. Locate and open the request. You can do this in one of two ways:

a. Select the request in the Assigned Requests table of the Remedy Service Console, and click Details.

b. Search for the request. For more details, see “Search for a Request”.

The request is displayed. You can now accept the request and begin working on the ticket.

Accepting Request Assignments

If a Problem Management ticket is assigned to you, you must accept the ticket. If a ticket is assigned to your group but not to an individual, you can assign the ticket to yourself. If the ticket is assigned to you, your name appears in the Individual field in the Activity tab.

Accepting an Assigned Problem Management Ticket:

1. Select the request in the Assigned Requests in the Remedy Service Console, and click Details.

2. The request is displayed in the Modify Problem Management Ticket form.

3. Set the Status field to Work in Progress if you are ready to start working on the ticket.

4. Click the Activity tab, and update the Work Log with the information you used to work the problem.

5. Optionally, if you are assigned to a group, select your name from the Individual field.

6. Click Save.

A message reports that the ticket is assigned to you.



Modifying/Updating Existing RequestsAs you work on resolving a request, you will need to modify it occasionally. For example, you can track a Problem Management ticket’s progress by recording in the work log the steps you took to resolve it.

1. Open the request that you want to modify using either the Service Console or by searching for the request, as described in “Search for Requests”.

2. Click the Activity tab.

3. Record ticket activity in the appropriate fields, including:

a. Work Log – (Research, possible solutions, etc., were done to work towards the solution)

b. Time Spent Resolving Ticket (Time Work) – time spent researching, applying solution(s), etc.

c. Time Travel Information – Time spent traveling to the site where the problem exists.

d. Creating parent/child relationships.

i. Open the Parent ticket. Go to the Related Items Tab.

ii. Click the Record Type field in the Search for Existing Record to Relate section.

iii. Choose appropriate request type.

iv. Click the Search button.

v. Search and select the desired request to relate.

vi. Click the Relate button, then the Close button.

vii. The requests are related.

e. Adding/modifying an Outage

Resolving TicketsWhen you finish working on a ticket, you must change its status to Resolved. The Customer is notified when a ticket is resolved. The Customer can confirm resolution or reopen it if the resolution was not satisfactory.

If the Technician does not close or reopen the ticket, the Problem Management module automatically changes the status to Closed (after 1 day), and changes the Closure Code to Automatically Closed. The response time to change the status depends on how the Remedy Problem Management administrator configured the application module.

Below are the steps to follow to resolve a ticket:

1. Search for the ticket that you want to resolve, and open it, as described in “Searching for a Problem Management Ticket in Windows” on page 85.

2. The ticket opens in the Modify Problem Management Ticket form.



3. Click the

Activity tab.

4. In the Work Log field, document how you resolved the ticket.

5. In the Time Spent Resolving Ticket field, enter the time you spent on the ticket.


7. In the Resolved Code field, select the applicable code.

8. Enter a detailed Solution and RCA on the Solutions Tab as described in the Solutions section.

9. Click Save.

Closing TicketsThe ticket is automatically closed upon resolution. End user is sent an email saying the ticket is resolved and the ticket is automatically closed in one day.

Canceling TicketsTo cancel a request/ticket follow these steps:

1. Change Requests - Select Canceled in the Closure code field.

2. Problem Requests - Select Canceled in the Resolve code field.

Note: Be careful when using the Cancel code. If the ticket you created is a duplicate ticket, then do not cancel the ticket; instead, select the Resolved duplicate code. If the Help Desk or 2nd level support have spent time working on the ticket, the ticket should not be canceled.



Ticket Solutions (Common Problems)As you create a new ticket or review an existing ticket, you will determine whether a solution already exists for that particular problem. Solutions are made available when the Category, Type, and Item fields of a Problem Management ticket match the Category, Type, and Item fields of an existing solution.

Figure 42 – Solutions Tab

Figure 43 – Solution Search Window



Searching for Existing Solutions

Ensure that you have entered valid values in the Category, Type, and Item fields of the Problem Management Ticket form.

1. Click the Solutions tab.

2. Click List Possible Solutions.

3. The Solution dialog box is displayed, with a list of possible solutions if any are available.

Note: The solutions listed may not necessarily be the appropriate solutions for your ticket. Always review the solution to ensure that it is suitable.

4. Select a solution in the list, and click Details.

5. The Solution form displays the details of the solution. Review the solution to determine whether it is a suitable one for the ticket.

6. Click Close.

7. If want to use the solution, select it and click Use Solution.

The dialog box closes, and the Summary and Details fields are filled in. If none of the solutions are suitable you can search for solutions by changing the Category, Type and Item fields, or clearing the fields and searching by Keyword.

If you find a solution that has different Category, Type, Item and Module fields than your ticket, you will need to change the Category, Type, Item and Module fields for the ticket. If you select an existing solution the Category, Type and Items (and Module if applicable) fields will be updated.

Resolving Requests

If you have selected a solution, you can resolve the ticket:

1. Update the Work Log field in the Activity tab.

2. Update the Root Cause (RCA) field on the Solutions tab.


4. Select a Resolved Code.

5. Click Save. The Solution used will be copied into the Work Log.

A message dialog box reports that the User has been notified, via email, of the ticket’s resolution.

Creating New Solutions

When you resolve a Problem Management case, you should make your solution available to others by creating an entry in the solutions database. If this situation arises again, the information will be available, and resolution time will be much shorter.



When you create a solution, your manager is notified of your proposed solution. Your manager must approve the solution before it is available for general use in your organization.

To create new solutions follow these steps:

1. Open the Problem Management ticket that you resolved so that it is displayed in a Modify form.

2. Click the Solutions tab.

3. In the Summary field, type a summary of the solution.

4. In the Details field, enter more information about the solution.

5. Click Propose Solution to Manager.

6. A message dialog box reports that the solution will be proposed to the manager.

7. Click Yes to continue sending the solution.

8. The New Solution form is displayed.

9. Click Save.

Figure 44 – Solutions Tab

Creating a Solution without a Ticket

Occasionally you may have a solution that you would like to add without having an actual ticket. To add these types of solution follow these steps:

1. Open the Solutions Form by clicking on the “Utilities” menu and selecting “Solutions”.

2. Enter a Valid Category, Type, Item and, if applicable, Module. If a Business Segment and or Platform is related to the Type selected it will auto populate.

3. In the Case Summary field, type a brief summary of the case it applies to.

4. In the Case Details field, enter more information about the case.

5. In the Solution Summary field, type a brief summary of the solution.

6. In the Solution Details field, enter more information about the solution.

7. If a Technical Solution exists (this would be information that you would not want the customer to see), enter it in the Technical Solution field.



8. Set Status to Proposed.

9. Click Save.



Change Request Primarily technicians and infrastructure groups will create Change Requests using the Change Task feature of the Remedy Help Desk. The focus on this screen is to provide information about the change being proposed. The fields with the bold labels are required fields. Below is the basic functionality associated with Change tickets.

Types of a Change Request

General Request - A general request is defined as any change made to a device or asset involving user notification, communication, planning, assessing risks, creating task dependencies, creating exit strategy, and initiating approval process.

Single Task Change Request - A change request that requires a single action performed on a single asset. This type of request will most likely be opened and closed by the Technical Lead.

Multiple Task Change Request - A change request comprising many activities or tasks needed to be performed on one asset. This type of change allows you to create a task for every action needed to complete the request. These tasks can be assigned to Task Implementers.

Flow-through - A flow-though is defined as a Move, Add, or Change to a single client asset. This also includes new installations and any other changes that are made to a standard personnel asset. Example: PC, Phone, Fax Machine, etc.

Emergency Changes - An emergency change request is defined as a change request that needs to be implemented and does not have time to utilize the change process. If not implemented within a short time frame, this type of change will result in systems being unavailable or at risk of becoming unavailable causing an outage. This includes those instances where performance of a system is all ready being degraded or service levels are being impacted. Technology and Infrastructure considers these types of changes as Problem Management and will leverage the Service Disruption Communication and Escalation Process to accommodate all emergency change requests. After or during the event a problem ticket should be generated. Some characteristics of an emergency change request include:

Emergency fix or change Most likely a problem not a change Fixes a critical problem Reactive instead of proactive



Creating a New Change Management Ticket

Change Initiation - Create Change Request

Fill in the appropriate fields. The required fields are in bold.

Category, Type and Item- (CTI)

CTI’s are entered from a fixed set of menu options. The Change Management Analyst controls the menu options. If you have other CTI’s that should be listed, please feel free to contact the Change Management Analyst.

There are four options to enter at this point.

Category Type Item Module (Module is not required)

Figure 45 - Change Main Section

Note: In order to save or modify a request, all fields with a label in bold characters will be required. If you receive an error when saving a request, the message will tell you which field is required.

The top section of the main Change form is very similar to the Help Desk Problem Management form. Fill in the required fields in the same manner.

CTIM (Category, Type, Item, Module) – Categorization of Change

Figure 46 - Change Management (Main Section)



Change Complexity

Change complexity is used to determine the impact a change has on the organization. If an asset is considered a High Risk device (defined in asset center), the change complexity is automatically set to High Impact. Otherwise the Technical Lead is responsible to use the change complexity when determining the change complexity.

Figure 47 - Change - Change Complexity Detail

Note: If you have any questions on what complexity this change request should be. Press the button next to the field to view the guidelines you should be using as shown below:

Figure 48 - Change Complexity Information

Change Complexity – Overall potential of the change to our environment considering business and technical risk. A dialog box will provide you with a breakdown of information about the selections from Change Complexity shown below:



Figure 49 - Change Complexity View

Summary

The summary provides a short detailed description of the change ticket. The maximum characters for this filed are 128 characters. The summary can include a description of the action, device name, location….etc.

Figure 50 - Change - Summary Field

Source Location – Region and Site where change is being done or the asset being changed resides.

Status – The current stage of the ticket.

New Assigned Planning Scheduled Work in Progress Pending Resolved Closed

Closure Code – The result of the change.

Successful Successful with Problems Unsuccessful Cancelled Automatically Closed

Pending – When ‘Status’ is set to pending this field requires a more detailed explanation of why the ticket is in “Pending” status.Revised Date: 1/9/2006 42 of 61


Parts Requestor Information Approval Supervisor Action

Approval Status – Current Approval status for this request.

Approval Required Pending Approval- Starts the approval process Rejected Approved Approval Process Cancelled Not required- No approval required to implement the change

Note: Status and Approval Status work together within the request process. The Status field monitors the actual status of the request. The Approval Status monitors the Approval process of the request.

Sequence – The order in which the change needs to be completed if multiple changes are related to one another.

Asset – The asset that is being changed associated with this request. The next graphic shows an asset search screen. To search for an asset follow these steps:

1. Select Utilities from the main menu in Remedy

2. Select Asset to Service.

Note: Assets are maintained in Peregrine Asset Center and are automatically populated in Remedy.

Figure 51 – Asset Search Form



Asset

Next you need to relate and asset to the ticket.

1. If you know the name of the asset, type the name of the asset in the ‘Asset’ field.

2. If you do not know the name or want to search for the asset Press the button next to the ‘Asset’ field.

The top section of the asset form is the fields you can use to for search criteria.

1. Click Search

2. The results will be listed in the Search Results table.

3. Highlight the asset and click Relate.

Figure 52 - Change - Asset View

Figure 53 - Change - Asset View



If you do not find an asset, then press the “Close” button and continue to the next step to create a new Asset.

Creating a New Asset:

If an asset does not appear in this list you must enter the Name, IP Address, Serial #, Category, Type, Item, Status, Region, and Site in the search form. Once you have entered this information, press the Add/Relate button to update the Asset information that you have just entered to the Asset form. You can now relate you entry to the change ticket.

NOTE: You will not be able to add Servers, Hubs, Routers, Circuits or Switches to the system. If there is one missing, please update Asset Center and Remedy’s asset information will be updated within 5-10 minutes. By using this process, it is our goal to keep Asset Center up to date with all new assets.

High Risk – This field will be auto filled from asset center when the asset has been selected.

General Tab

The General tab contains requester and support information as well as the description of the request.

Figure 54 - Change General Tab

Login Name – Person requesting the change.

Note: Region and site populate based on login name.

Current User - The “Current User” button populates with the user logged into the application.

End Date – The deadline of when the change request will be complete including all administrative and related tasks.

Group – Team responsible for coordinating change. This is only used for reporting purposes.

Technical Lead – Person accountable and coordinating change through implementation.

Vendor – Vendor involved with change.

ENOC Monitoring – Does Enterprise Network Operations Center (ENOC) need to be notified of this change?? They should always be notified of all changes to any device except single client devices. Default setting is NO for Phase 1, but can be changed in other phases.



ENOC Special Requirements – Special instructions or notes for ENOC. The text in this field will be sent to ENOC in an email after the request is saved.

Description – Detailed step-by-step description of the change request.

Requester Information

Fill out the Requestor information. This can be a business person that requested the change or yourself. Click the Current User button to add your information to the ticket.

Figure 55 - Change General Tab

Support Information

Next in the Support Information section select the Technical Lead. The Technical Lead will be assigned the ticket when you click Save. You can also select a Vendor Name and fill out ENOC requirements.



Figure 56 - Change - General Tab - Support Information

Plan Request

Assessment

Filling out the Assessment Tab requires four fields in order to start the approval process. These fields are:

Was this change tested? Test Results Scheduled Change Start and End date Risk/Benefits Comments and Exit Strategy are required if Change Complexity is

Medium/High or High Impact

Figure 57 - Change Assessment Tab

Assessment Tab

The Assessment tab contains information in support of the request.



Figure 58 - Change Assessment Tab

Risk/Benefits – This field provides information on the following:

Why the change is being implemented? What benefits does the change bring to the organization? What risks are associated with the change?

Exit Strategy – What is the strategy and step-by-step procedures if the change needs to be backed out in order to return the environment to its previous state including business partner actions?

NOTE: If Change Complexity is set to Med/High or High the above two fields are required before Approval

Related Project – Projects are pulled from the project notebook populating Project Name, Project Description and Project Owner.

Planned Start/End Date – Start and End date when change will be implemented (Outage time)

Attachment – A document, spreadsheet etc… can be attached to this change request if it will add any value to the people approving or working on the request.

Was this change tested? – Select the response for this question “Yes”, “No” or “Not Applicable”.

Test Signature – Will auto fill if “Yes” or “Not Applicable” is selected.

Test Results – Must provide test results before continuing with approval process.

NOTE: May include test scripts or test plan results as attachments. If you do this you must put “see attachments” in the Test Results field.

Locations Affected

Source Location is automatically populated. If multiple sites are the affected, add Region, Site, and On-Site Technician fields.



Figure 59 - Change Location Tab

Locations Affected Tab

Locations beyond the location at which the asset being changed physically resides will need to be added to this table. If it is more than ten locations, the scope is considered global and a Hot News must be added. If locations are listed in this section, On-Site Technical/Business Sign Off must be obtained from each location before the Change Approval Process to begin.

Figure 60 - Change Location Affected Tab

Scope - Determines the locations affected by this request

Global – More than 10 locations (Must put record in Hot News) Local – Current Location or Source Multiple – More than one location affected (2 to 9 Locations)

Region – Region of location affected.

Site – Site of location affected.

On Site Technician – Local knowledge at that location.

Add Location Button – Adds the Region, Site and On-Site Technician to the table below.

Delete Location Button – Removes the highlighted record in the table.

On-Site Technical/Business Sign Off Button – Used to facilitate Location approval from all sites that are affected by the change.



Figure 61 - Change Location Approval

Technical+ - Name of the Technical Approval

Confirmation - Technical Confirmation – Approve or Rejected

Business Contact - Name of the Business Approval. (This field allows multiple names if necessary.)

Business Confirmation - Approve or Rejected

Save Button - Confirms the Location information entered

Close Window Button - Closes current window with no information

Services Affected Tab

Services affected workflow has two data sources. Asset to Services will feed the table with service associated to the specific asset you related to the request. Within the change request you can manually add or delete services that may be affected by this asset.

Figure 62 – Change Services/Applications Affected Tab

Infrastructure Services Affected: All services used at a minimum for Asset to Services will automatically be populated in the table.

Applications Affected - Critical applications related to this asset.

Users Impacted - Estimated users for application affect by the change for that asset. (Driven by Application Portfolio.)



Add Service Affected Button - Add reusable non repeatable services.

Delete Service Affected Button - Deletes service from Change request only

Add Application Affected Button - Add application to Change request

Delete Application Affected Button - Delete application from Change request

View Support Team Button - Shows current support team for Application

Services Affected

Infrastructure Services affected will be automatically populated from Asset to Services data. Add any additional services that may be affected by using the “Infrastructure Services Affected” menu and select the “Add Service Affected” button.

1. View Asset to Service information by clicking the “View Service Info” button.

2. Add critical applications affected in the “Applications Affected” section

3. Select application from drop down list.

4. Impacted Users

5. Click “Add Application Affected”

Figure 63 - Change Service Affected Tab

Notifications

Next you need to update the notifications information for any additional personnel that you would like to have notified.

1. Select Individual to enter a single person

2. Click Individual on the radio button

3. Select name from Email field

4. Click Add Group/Individual

5. Select Group to enter defined group

6. Click Group on the radio button

7. Select name from Email field



8. Click Add

Group/Individual

9. Save request

Figure 64 – Notifications Tab

Notifications

This function provides the option to send notifications to a group or selected individual when this ticket has been modified. You must save the request before the notification is sent. The notification will include the change request number and a link to view the request.

Note: Notifications work as follows: at 60% assignee will receive notification; 80% you and your manager receive notification; 100% you, your manager, and their manager receive notification that ticket is not yet resolved or being worked on.

Figure 65 – Change Notifications Tab

Individual /Group selection: This option controls the menu. If you would like to send an email to a group then select Group and the email group you wish to notify. If you would like to notify an individual, then select individual and the menu will provide a list of all Remedy users with a valid email address.

Email - Click the down arrow to view the menu selection

Add Group/Individual Button - Adds group/individual to the table and refreshes

Delete Group/Individual Button - Deletes group/individual from list and refreshes



TasksFirst let’s take a look at how to create a task. Follow these steps to create a new task:

1. Click Create new Tasks button

Figure 66 - Change Task Tab

2. Add Summary of task to be complete

3. Assign Task Implementer

4. Assign Sequence if necessary

5. Complete Task plans

6. Save Task

Figure 67 - Change Task View



Task Tab

Tasks are action items that are required to be completed before the change ticket can be closed. The creation of tasks can only be done when the ticket is in Modify mode. Tasks can’t be created while the status of the ticket is “New”. Once the ticket has been “saved” you will be able to add task.

Figure 68 - Change Task Tab

Create New Task Button - You must be in modify mode to create a task for a change ticket. This button accesses the Change Task form.

When creating 1 or more tasks, CTI, Region, Site, Item and Technical Lead are passed over from the change request. Implementer and Summary must be filled out when creating a new task.

Figure 69 - Change Task View

Implementer - Person the task will be assigned to perform.

Summary - Brief description of the task.

Save Button - Saves the new task,

Close Button - Closes window without saving.

Select Predefined Task Button - Tasks are pre-selected for a specific CTI configuration.

Cancel Task Button - Removes association of the task to the change ticket and closes the task.

Details Button - View all details of the task highlighted in the table.Revised Date: 1/9/2006 54 of 61


Activity Tab

Provides history of comments added to the change ticket throughout the life cycle of a change ticket.

Figure 70 - Change Activity Tab

Work Log - A text field to provide and track detailed information about the history of a ticket. This field automatically timestamps and places the users’ login name when the entry was made to this field. This field cannot be edited once the entry is made.

Audit - This field is automatically updated and can’t be edited at anytime. The administrators have configured certain audit history to track the ticket life cycle.

Related Tab

Related tab provides the capability to “clone” the current change ticket, relate tickets and create change dependency. The built in cloning workflow allows a ticket to be duplicated, copying every field and table in the current ticket except the asset information, location approval, and services affected. Change dependency will allow you to relate an existing ticket to another change ticket with dependency. You can also relate a ticket to another change or problem ticket.

Figure 71 - Change Related Tab

Show - Provides the ability to view tickets from all forms that have been related to this ticket.

Create New - This option allows you to create a clone of the current ticket.

Search - This option allows you to search for an existing ticket and relate it to the current ticket.

Remove Relationship Button - Remove the highlighted record in the table

Details Button - Shows the details of the highlighted record in the table



Postmortem (Root Cause Analysis)

Completing a Post Mortem is required if the Change Complexity is set to Med/High or High. It is recommended that a post mortem be filled out for each change to provide valuable feedback on the success of the change for the future. If a problem occurs, this will also help prevent future issues when this type of change is requested. A template will be provided on the Change Management web site.

Figure 72 -Change Postmortem Tab

Postmortem - Provide feedback on any issues resulting from this change.

Duration Time - The amount of time calculated between the start time and end time field

Start Time - The actual time the change was executed.

End Time - The actual time change was completed.

Approvals Tab

The approval tab can be broken down into two approval sections. The first section is Expected Signature. This section shows the individuals associated to the categorization (CTI) of the change ticket. Once the status of the ticket is changed to Pending Approval, the individuals listed will be required to approve the ticket before the ticket can be scheduled. This table does not reflect asset or role approvers. The second section is Current Signature. When the ticket is set to Pending Approval, this table shows Signature Status of the selected approvers for the change request.

Figure 73 - Change Approval Tab

Profile Button - The personal information of the individual is highlighted in the table. This information comes from the Remedy People form.



Add Approver Button - This button provides the capability to add additional approvers to this ticket. If you feel other individuals should be notified and approve this ticket then they should be added in this section. Before adding an additional approvers, check to make sure they are not defined as a role or asset approver.

Approve Button - Approves the highlighted names in the current table.

Reject Button - Rejects the highlighted name in the current table. This will stop the entire process and notify the Change Manager.

Re-Assignment Button - View the details of your signatures. This also allows you to reassign an approval request to another person if you feel they are more qualified.

Let’s take a look at how to setup the approval by location. This allows you to communicate with On-Site Business and Personnel.

1. Click On-Site Technical Lead button

2. Complete Business sign-off

3. Complete Technical Sign-off

4. Save

Figure 74 - Location Approval View

The change approval process is covered in more detail in the Change Approval Process section.



Change Approval ProcessThe first step in the Change Approval Process is to initiate the approval process.

Initiate Approval Process

1. Change Approval Status to “Pending Approval”

2. Answer Disaster Recovery question

Figure 75 - Change Approval Status

Approved or Rejected1. If approved, Change status will go to Scheduled2. If rejected, Change ticket is cancelled

Change Execution

The next step is to execute the change. This begins with setting up the task implementer.

Task Implementer

1. Update Status to Work In Progress

2. Execute Task

3. Fill in Actual Completion Time

4. Update Status to Closed and update Closure Code

5. After the last Task is complete, the Change ticket status is automatically changed to resolved.

Change Closure

The next step is to close the change task.

1. Set change status to Closed

2. Confirm Asset to Service information

3. Edit services if needed (add or delete)

4. Confirm all services in table

a. Fill out closure codeb. Update Worklogc. Fill in actual completion time



d. Fill out postmortem/Root Cause Analysis (RCA) if the Change Complexity is Medium High or High impact.

Figure 76 -Change Postmortem Tab

That completes Change Requests.



Appendix ARemedy and e-ESM comparisonFor employees who are familiar with the e-ESM toolset, the table below compares e-ESM terminology and functions to the Remedy application.

Problem Management

e-ESM Problem Management Remedy Help Desk

SCIMs (System, Component, Item, Module) CTIs (Category, Type, Item)

Abstract Summary

Severity Priority

Call Code Source

Add Note Activity Tab/Work Log

WorkGroup Assignment Group

Root Cause Analysis Solutions Summary/Details

Cause Code Root Cause

Outages Not Available Yet

Cause Change Number Related Items

Ticket Case

Problem Management Help Desk

Custom Query Search for Request

Change Management

e-ESM Change Management Remedy Change

Abstract Summary

Assignee Technical Lead

Change Risk Change Complexity

Resource ID Asset

Installation Instructions Activity Tab/Work Log

Customer Impact/Business Risks/Benefits Comments



Backout PlansExit

StrategyOutages Locations Affected/Services Affected

Schedules Tasks

Add Note Activity Tab/Work Log

Problems Related Items

Status Postmortem

Technical Lead Change Owner

WorkGroup Assignment Group

Custom Query Search for Request



Remedy Basic Manual-V1.2

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