Remedy 6.0

Remedy IT Service Management for the Enterprise 6.0Installation and Configuration Guide

January 2005

Part No: 49621

Copyright 1991-2005 BMC Software, Inc. All rights reserved.

BMC, the BMC logo, all other BMC product or service names, BMC Software, the BMC Software logos, and all other BMC Software product or service names, are registered trademarks or trademarks of BMC Software, Inc. All other trademarks belong to their respective companies.

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For license information about the OpenSource files used in the licensed program, please read OpenSourceLicenses.pdf. This file is in the \Doc folder of the distribution CD-ROM and in the documentation download portion of the Remedy Electronic Software Distribution (ESD).

Restricted Rights LegendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042-2827, USA. Any contract notices should be sent to this address.

Contacting Us

If you need technical support for this product, contact Customer Support by email at [email protected]. If you have comments or suggestions about this documentation, contact Information Development by email at [email protected].

This edition applies to version 6.0 of the licensed program.

BMC Software, Inc.www.remedy.com

www.remedy.com

mailto:[email protected]

mailto:[email protected]

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Remedy IT Service Management for the Enterprise documents . . . . . . . 10

Chapter 1 Introducing Remedy IT Service Management for the Enterprise . . . . . . 15

Remedy ITSM overview . . . . . . . . . . . . . . . . . . . . . . . . 16

Remedy ITSM applications architecture . . . . . . . . . . . . . . . . 17

Configuring the Remedy ITSM applications . . . . . . . . . . . . . . . 18

Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . 18

Remedy Application Configuration . . . . . . . . . . . . . . . . . . 18

Customizing the Remedy ITSM applications . . . . . . . . . . . . . . . 20

Workflow definitions in the Remedy ITSM applications . . . . . . . . . . 21

Workflow documentation . . . . . . . . . . . . . . . . . . . . . . 21

Field lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Active links . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Escalations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Table fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Internationalization and localization . . . . . . . . . . . . . . . . . . 23

Data language and display language . . . . . . . . . . . . . . . . . . 24

Chapter 2 Before you install . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

General prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . 26

Prerequisites related to AR System. . . . . . . . . . . . . . . . . . . . 27

Database-related prerequisites . . . . . . . . . . . . . . . . . . . . . 28

Contents ! 3

Remedy IT Service Management for the Enterprise 6.0

Reporting-related prerequisites . . . . . . . . . . . . . . . . . . . . . 30

Web services-related prerequisites . . . . . . . . . . . . . . . . . . . . 31

Chapter 3 Installing the Remedy ITSM applications . . . . . . . . . . . . . . . . 33

Combination installations . . . . . . . . . . . . . . . . . . . . . . . 34

Windows— Installing the Remedy ITSM applications . . . . . . . . . . . 34

Windows—Installing online help files . . . . . . . . . . . . . . . . . 36

UNIX—Installing the Remedy ITSM applications . . . . . . . . . . . . . 39

Installing as non-root . . . . . . . . . . . . . . . . . . . . . . . . 39

Running the Remedy ITSM application installation script . . . . . . . . . 40

Installing online help files on UNIX . . . . . . . . . . . . . . . . . . 43

Licensing a Remedy ITSM application . . . . . . . . . . . . . . . . . . 45

Creating shortcuts to Remedy ITSM applications . . . . . . . . . . . . . 45

Adding shortcuts to the Windows Desktop . . . . . . . . . . . . . . . 45

Adding Remedy ITSM applications to the Windows Start menu . . . . . . 48

Adding links to application consoles . . . . . . . . . . . . . . . . . . . 50

Creating AR System User Preference records . . . . . . . . . . . . . . . 52

Access control groups . . . . . . . . . . . . . . . . . . . . . . . . . 53

Notification groups . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 4 General configuration tasks . . . . . . . . . . . . . . . . . . . . . . 57

Opening Remedy Application Configuration . . . . . . . . . . . . . . . 58

Defining an application administrator . . . . . . . . . . . . . . . . . . 59

Configuring locations . . . . . . . . . . . . . . . . . . . . . . . . . 62

Creating categorizations . . . . . . . . . . . . . . . . . . . . . . . . 64

Remedy Help Desk categorizations . . . . . . . . . . . . . . . . . . 64

Change categorizations . . . . . . . . . . . . . . . . . . . . . . . 65

Asset categorizations . . . . . . . . . . . . . . . . . . . . . . . . 65

Using categorizations in multiple modules and applications . . . . . . . . 66

Configuring people . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Defining groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Adding people to groups . . . . . . . . . . . . . . . . . . . . . . . . 79

Chapter 5 Support-specific configuration tasks . . . . . . . . . . . . . . . . . . . 83

Support-specific configuration overview . . . . . . . . . . . . . . . . . 84

Assigning responsibilities to the support staff . . . . . . . . . . . . . . . 86

4 "Contents

Installation and Configuration Guide

Assigning responsibilities to support groups. . . . . . . . . . . . . . . 86

Assigning responsibilities to support individuals . . . . . . . . . . . . . 91

Configuring business hours. . . . . . . . . . . . . . . . . . . . . . . 95

Workday business hours . . . . . . . . . . . . . . . . . . . . . . . 95

Holiday hours . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Assignment process definition . . . . . . . . . . . . . . . . . . . . . 101

Support staff personal preferences . . . . . . . . . . . . . . . . . . . . 104

Configuring command line paging. . . . . . . . . . . . . . . . . . . . 108

Chapter 6 Configuring addresses . . . . . . . . . . . . . . . . . . . . . . . . . 113

Configuring countries . . . . . . . . . . . . . . . . . . . . . . . . . 114

Configuring states and provinces . . . . . . . . . . . . . . . . . . . . 116

Configuring postal codes . . . . . . . . . . . . . . . . . . . . . . . . 118

Chapter 7 Advanced configuration tasks . . . . . . . . . . . . . . . . . . . . . 121

Advanced configuration overview . . . . . . . . . . . . . . . . . . . . 122

Remedy Help Desk advanced tasks . . . . . . . . . . . . . . . . . . . 122

Remedy Change Management advanced tasks. . . . . . . . . . . . . . . 123

Remedy Asset Management advanced tasks . . . . . . . . . . . . . . . . 123

Advanced configuration tasks . . . . . . . . . . . . . . . . . . . . . . 124

Asset Approval Process for Configurations task . . . . . . . . . . . . 124

Asset Contract Categorization task . . . . . . . . . . . . . . . . . 127

Asset Deletion task . . . . . . . . . . . . . . . . . . . . . . . . 129

Asset Depreciation Criteria Configuration task . . . . . . . . . . . . 130

Asset Down Status task . . . . . . . . . . . . . . . . . . . . . . 132

Asset Inventory Settings task . . . . . . . . . . . . . . . . . . . . 134

Asset Management Settings task . . . . . . . . . . . . . . . . . . . 134

Asset Notifications Configuration task . . . . . . . . . . . . . . . . 135

Asset Reconciliation Configuration Console task. . . . . . . . . . . . 138

Asset Reorder Level and Lead Time Specification task . . . . . . . . . 138

Change Approvals . . . . . . . . . . . . . . . . . . . . . . . . 140

Change Approvals task . . . . . . . . . . . . . . . . . . . . . . 143

Change Approvals, Non-emergency Changes task . . . . . . . . . . . 144

Change Management Escalations task . . . . . . . . . . . . . . . . 155

Change Management Settings task. . . . . . . . . . . . . . . . . . 157

Change Tasking Escalations task . . . . . . . . . . . . . . . . . . 159

Contents ! 5


Change Tasking Settings task . . . . . . . . . . . . . . . . . . . . 159

Charge-back Time Periods task . . . . . . . . . . . . . . . . . . . 159

Company and Contact Configuration task . . . . . . . . . . . . . . 161

Configure Survey Questions task . . . . . . . . . . . . . . . . . . 165

Cost Categorization task . . . . . . . . . . . . . . . . . . . . . . 166

Cost Centers task . . . . . . . . . . . . . . . . . . . . . . . . . 169

Define Summary Definitions task . . . . . . . . . . . . . . . . . . 177

Help Desk Escalations task . . . . . . . . . . . . . . . . . . . . . 180

Help Desk Settings task . . . . . . . . . . . . . . . . . . . . . . 182

Predefined Change Templates task. . . . . . . . . . . . . . . . . . 183

Predefined Task Templates task . . . . . . . . . . . . . . . . . . . 186

TCO Define Cost Rates task . . . . . . . . . . . . . . . . . . . . 190

Appendix A Installation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . 196

Group form not detected. . . . . . . . . . . . . . . . . . . . . . 196

Installation logging . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Remedy ITSM application log files. . . . . . . . . . . . . . . . . . 197

Remedy Installation Kit log files . . . . . . . . . . . . . . . . . . . 197

Using log files to troubleshoot an installation . . . . . . . . . . . . . 198

Post-installation tasks for SLA administrators. . . . . . . . . . . . . . . 199

Changing the SLA prefix . . . . . . . . . . . . . . . . . . . . . . 199

Using availability SLAs with custom applications . . . . . . . . . . . 200

Automatically attaching records to availability SLAs . . . . . . . . . . 204

Appendix B Web services for the Remedy ITSM applications . . . . . . . . . . . . . 207

Describing web services . . . . . . . . . . . . . . . . . . . . . . . . 208

Web services and AR System . . . . . . . . . . . . . . . . . . . . . . 209

Base form . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

XML schema . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Modifying your web service. . . . . . . . . . . . . . . . . . . . . . . 210

Writing web service clients . . . . . . . . . . . . . . . . . . . . . . . 215

Web services and Remedy Help Desk . . . . . . . . . . . . . . . . . . 216

Web services and Remedy Change Management. . . . . . . . . . . . . . 219

6 "Contents


Web services and Remedy Asset Management. . . . . . . . . . . . . . . 222

Web services and Remedy SLA . . . . . . . . . . . . . . . . . . . . . 224

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Contents ! 7


8 "Contents

Preface

This guide describes how to install and configure three of the four applications that make up the Remedy® IT Service Management for the Enterprise suite of applications.

Important: For information about installing and configuring the Remedy Service Level Agreements application, see the Remedy Service Level Agreements for the Enterprise Installation and Configuration Guide.

The applications run in conjunction with the Remedy Action Request System® (AR System®) and share a common database. The Remedy ITSM applications help you:

! Organize, manage, and measure the varied activities of your Information Technology (IT) organization.

! Plan, schedule, implement, and track changes that need to be completed within your organization.

! Track and manage your technology-based assets throughout their lifecycle.

Preface ! 9


Audience

This guide is for Remedy AR System administrators or Remedy ITSM application administrators who install and configure the Remedy ITSM applications, with the exception of Remedy Service Level Agreements.

For information about installing and configuring Remedy Service Level Agreements, see the Remedy Service Level Agreements for the Enterprise Installation and Configuration Guide.

Configuration tasks are performed by the following roles or individuals. Many administrator tasks overlap and many or all of the roles can be assumed by one individual. The roles include:

! Remedy Help Desk administrators

! Remedy Asset Management administrators

! Remedy Change Management administrators

Remedy IT Service Management for the Enterprise documents

The following table lists the documentation available for the Remedy IT Service Management for the Enterprise products.

Unless otherwise noted, online documentation in Adobe Acrobat (PDF) format is available on IT Service Management for the Enterprise product installation CDs, on the Customer Support web site (http://supportweb.remedy.com), or both.

You can access product Help through each product’s Help menu or by clicking on Help links.

Title Document provides Audience Format

Managing for Excellence: Using Remedy for Best Practices in IT Service Management

Best practices for implementing the Remedy ITSM Suite in your organization.

Decision makers (CEOs and CTOs)

Print and PDF

BMC CMDB 1.0 Configuration Guide

Procedures for using the CMDB Class Manager.

Administrators PDF

10 "Preface

http://supportweb.remedy.com



BMC CMDB 1.0 Class Manager C API Reference Guide

Information about Class Manager data structures, C API functions, and a list of error messages.

Administrators and programmers

PDF

BMC CMDB 1.0 Class Manager Java API

Information about Java classes, methods, and variables that integrate with the BMC CMDB Class Manager.

Administrators and Programmers

HTML*

BMC CMDB 1.0 Common Data Model white paper

Information about classes and relationships defined in the CMDB.

Administrators and

Programmers

PDF

Remedy IT Service Management for the Enterprise 6.0 Installation and Configuration Guide

Procedures for installing and configuring the Remedy ITSM applications: Help Desk, Change Management, and Asset Management.

Administrators Print and PDF

Remedy ITSM Configuration Help

Help for using Remedy Application Configuration to configure the ITSM suite of applications.

Everyone Product Help

Remedy Asset Management for the Enterprise 6.0 Architectural Overview white paper

Architectural overview of the Remedy Asset Management application.

Administrators PDF

Remedy Help Desk for the Enterprise 6.0 Architectural Overview white paper

Architectural overview of the Remedy Help Desk application.

Administrators PDF

Remedy Change Management for the Enterprise 6.0 Architectural Overview white paper

Architectural overview of the Remedy Change Management application.

Administrators PDF

Remedy Service Level Agreements for the Enterprise 6.0 Architectural Overview white paper

Architectural overview of the Remedy Service Level Agreements application.

Administrators PDF

Remedy IT Service Management for the Enterprise 6.0 DSO white paper

Instructions for using the Distributed Server Option (DSO) with Remedy IT Service Management applications.

Administrators PDF

Remedy Service Level Agreements for the Enterprise 6.0 DSO white paper

Instructions for using the Distributed Server Option (DSO) with Remedy Service Level Agreements

Administrators PDF


Remedy IT Service Management for the Enterprise documents ! 11


Remedy Asset Management for the Enterprise 6.0 User’s Guide

Procedures for using the Remedy Asset Management application; includes new features overview.

Everyone Print and PDF

Remedy Asset Management for the Enterprise Help

Help for using Remedy Asset Management.


Remedy Asset Management for the Enterprise 6.0 Release Notes

Information about known issues in each release of Remedy Asset Management. Also provides a list of new features included with the application.


Remedy Change Management for the Enterprise 6.0 User’s Guide

Procedures for using the Remedy Change Management application; includes new features overview.


Remedy Change Management for the Enterprise Help

Help for using Remedy Change Management.


Remedy Change Management for the Enterprise 6.0 Release Notes

Information about known issues in each release of Remedy Change Management. Also provides a list of new features included with the application.


Remedy Help Desk for the Enterprise 6.0 User’s Guide

Procedures for using the Remedy Help Desk application; includes new features overview.


Remedy Help Desk for the Enterprise Help

Help for using Remedy Help Desk. Everyone Product Help

Remedy Help Desk for the Enterprise 6.0 Release Notes

Information about known issues in each release of Remedy Help Desk. Also provides a list of new features included with the application.


Remedy Service Level Agreements for the Enterprise 6.0 Installation and Configuration Guide

Procedures for installing and configuring the Remedy Service Level Agreements application.

Administrators Print and PDF

Remedy Service Level Agreements for the Enterprise 6.0 User’s Guide

Procedures for using the Remedy Service Level Agreements application; includes new features overview.


Remedy Service Level Agreements for the Enterprise Help

Form-level help that is available online for users and administrators.



12 "Preface


* A JAR file containing the Java API documentation is supplied with theCMDB Class Manager.

Remedy Service Level Agreements for the Enterprise 6.0 Release Notes

Information about known issues in each release of Remedy Service Level Agreements. Also provides a list of new features included with the application.


Instructions for Creating Web Service Clients

Remedy Customer Support web site at supportweb.remedy.com.

Administrators PDF

Section 508 User Accessibility Options for Remedy IT Service Management for the Enterprise Suite, version 6.0 white paper

Section 508 accessibility options for the Remedy ITSM suite or applications. See the Remedy Customer Support web site at supportweb.remedy.com.

Everyone PDF

Remedy Approval Server 6.3 Guide for Users and Administrators

Procedures for installing and administering the Approval Server, connecting an AR System application to the Approval Server, setting up approval processes and rules, and approving requests.



Remedy IT Service Management for the Enterprise documents ! 13

supportweb.remedy.com

supportweb.remedy.com


14 "Preface

Chapter

1
Introducing Remedy IT Service Management for the Enterprise
This section provides an overview of the Remedy ITSM applications, which includes application architecture, web views, and information about internalization and localization. It also introduces Remedy Application Configuration, which you will be using to configure the Remedy ITSM applications you have installed.

Topics include:

! Remedy ITSM overview (page 16)

! Configuring the Remedy ITSM applications (page 18)

! Customizing the Remedy ITSM applications (page 20)

! Workflow definitions in the Remedy ITSM applications (page 21)

! Internationalization and localization (page 23)

Introducing Remedy IT Service Management for the Enterprise ! 15


Remedy ITSM overview

The Remedy ITSM Suite of applications helps you organize and manage the varied assets and activities of your IT organization. The Remedy Service Level Agreements application allows you to monitor the status of your SLAs to make sure that you provide the agreed-upon levels of service to your internal or external customers.

The Remedy ITSM Suite consists of four applications:

! Remedy Help Desk—For more information, see the Remedy Help Desk for the Enterprise User’s Guide.

! Remedy Change Management—For more information, see the Remedy Change Management for the Enterprise User’s Guide.

! Remedy Asset Management—For more information, see the Remedy Asset Management for the Enterprise User’s Guide.

! Remedy Service Level Agreements (SLA)—For more information, see the Remedy Service Level Agreements for the Enterprise User’s Guide.

Note: For information about installing and configuring the Remedy Service Level Agreements application, see the Remedy Service Level Agreements for the Enterprise Installation and Configuration Guide.

The Remedy Service Level Agreements application is also part of the Remedy Customer Service and Support (CSS) Suite. The CSS Suite provides solutions to help you deliver high quality service to customers, decreased service costs, and increased profitability.

The other applications that are part of the CSS suite include:

! Remedy Customer Support—For more information, see the Remedy Customer Support 5.0 User’s Guide.

! Remedy Quality Management—For more information, see the Remedy Quality Management 5.0 User’s Guide.

! Remedy Citizen Response—For more information, see the Remedy Citizen Response 5.0 User’s Guide.

16 "Chapter 1—Introducing Remedy IT Service Management for the Enterprise


Remedy ITSM applications architectureThe relationships between the database, AR System server, shared application components, and the Remedy ITSM applications are as follows:

Figure 1-1: Remedy ITSM application architecture

Shared components installed with Remedy ITSM applications

AssetChangeHelp Desk

Change

module Tasking module Inventory module

Management6.0

Service LevelAgreements

6.0

Remedy Help Desk 6.0 application modules

Remedy ITSM applications

AssetManagement

6.0

AR System Server (Version 6.3 or higher)

Database

HelpDesk6.0

Remedy ITSM overview ! 17


Configuring the Remedy ITSM applications

As the application administrator, you configure Remedy ITSM applications to contain custom entries about the various people, groups, skills, responsibilities, and geographic locations associated with your organization.

As the application administrator, you configure the Remedy SLA application to contain custom entries about SLA application forms that can be configured to work with your application.

Configuration prerequisitesBefore you begin configuring the Remedy ITSM applications, verify that the following configuration prerequisites are met:

! You must have an AR System write license (either fixed or floating). You do not need an application license to create or modify entries in Remedy Application Configuration.

! You must be an AR System administrator with change access to the User and Group forms.

! You must be a member of the Administrator and the APP-Administrator groups in the Remedy User form.

! You must have a basic knowledge of AR System administration tasks.

Remedy Application ConfigurationYou configure the applications using Remedy Application Configuration. The forms are available only to the AR System administrator and the IT Service Management application administrators.

Note: Remedy Application Configuration is not used by Remedy SLA. For information about configuring Remedy SLA, see the Remedy Service Level Agreements for the Enterprise Installation and Configuration Guide.



The Remedy Application Configuration console is the starting point for accessing the series of forms in Remedy Application Configuration.

Figure 1-2: Remedy Application Configuration

The Remedy Application Configuration console consists of four tabs.

! General (described in “General configuration tasks” on page 57)

All the configuration tasks on the General tab are present if you install Remedy Help Desk, Remedy Change Management, or Remedy Asset Management.

! Support Specifics (described in “Support-specific configuration tasks” on page 83)

All the configuration tasks on the Support Specifics tab are present if you install Remedy Help Desk or Remedy Change Management. If you install only Remedy Asset Management, only the Pager Configuration configuration task is present.

! Address (described in “Configuring addresses” on page 113)

All the configuration tasks on the Address tab are present if you install Remedy Help Desk, Remedy Change Management, or Remedy Asset Management.

! Advanced (described in “Advanced configuration tasks” on page 121)

Configuration tasks on the Advanced tab are present for each Remedy ITSM application, except Remedy SLA. As you install additional Remedy ITSM applications, additional configuration tasks are added to the Advanced tab.

Configuring the Remedy ITSM applications ! 19


The tasks on the General and Support Specifics tabs are required procedures, while the tasks on the Address and Advanced tabs are optional.Tasks on the General, Support Specifics, and Addresses tabs are listed as numbered steps to indicate the suggested order of performing configuration tasks for IT Service Management applications.

Note: Some customers choose not to use the automatic assignment or business hours features, so they are not required to be configured in every situation. Also, the Advanced tab settings are optional because default settings have been used. However, you should review the settings on the Advance d tab to make sure they are correct for your business configuration.

Customizing the Remedy ITSM applications

Remedy applications are built on the Remedy AR System. This allows experienced Remedy administrators, workflow developers, and consultants to extend and customize the designed behavior of the applications to meet the changing needs of your organization and integrate with other applications. Remedy offers courses for beginners through advanced workflow developers on developing applications.

For more information, visit the Remedy education at: http://www.remedy.com/solutions/services/education/

The Remedy Help Desk application is shipped with predefined processes and rules that support the business model described in this guide and the Remedy Help Desk for the Enterprise User’s Guide.

The Remedy Change Management and the Remedy Asset Management applications are shipped with predefined approval processes and rules that support the business model described in this guide and the Remedy Change Management for the Enterprise User’s Guide and the Remedy Asset Management for the Enterprise User’s Guide. If you want to extend the functionality of the application, the Remedy Approval Server forms enable advanced users to define custom rules and processes.

You can use the Remedy Asset Management application as shipped, or you can customize it to meet your needs. Typical customization work includes adding filters and active links to enhance workflow.


http://www.remedy.com/solutions/services/education/


The Remedy Service Level Agreements application ships with tight integrations to other IT Service Management applications. Advanced customization such as changing how the application creates workflow is not supported. You can, however, customize Remedy SLA forms by adding fields as needed.

For information about extending the functionality of the Remedy ITSM applications, access the Remedy Customer Support web site at:

http://supportweb.remedy.com/

Workflow definitions in the Remedy ITSM applications

Additional technical documentation for the Remedy ITSM applications is available on Remedy Customer Support web site. For example, the Remedy ITSM applications contains numerous menus, filters, active links, escalation definitions, and table fields that can be customized to meet your organization’s needs. The Remedy Customer Support web site provides documents that will assist you in modifying the Remedy ITSM applications.

You can access the Remedy Customer Support web site at:


Workflow documentationThe PDF workflow documentation includes reports on workflow definitions of the product as shipped. The documents include:

! Data Dictionaries

! Active Link Definitions

! Escalation Definitions

! Filter Definitions

! Form Definitions

! Guide Definitions

! Menu Definitions

Workflow definitions in the Remedy ITSM applications ! 21




Also available in PDF format are:

! Entity Relationship Diagrams

! Data Flow Diagrams

! Join Form Trees

You can access the Remedy Customer Support web site at:


Field listsMany character fields provide lists from which users can select options rather than entering data manually. These lists enable users to make selections conveniently and help to make sure data is consistent. Remedy ITSM uses configurable menus to provide the following benefits:

! Simplified presentation of options within any Remedy application form

! Dynamic, three-tiered asset categorization (Category, Type, and Item)

! Convenient access to predefined reports

For more information about configuring lists, see the Developing AR System Applications: Basic guide.

FiltersA filter is a mechanism that causes a set of actions to occur when specific conditions are met. Filters can also be used to establish rules for valid data entry. For example, if certain fields need to be filled in before a request can be submitted, a filter can activate a message indicating which fields need to be filled in.

For more information about filters, see the Developing AR System Applications: Basic guide.

Active linksRemedy ITSM uses predefined active links to retrieve and update information.

For more information about active links, see the Developing AR System Applications: Basic guide.




EscalationsAn escalation is a mechanism for checking a set of conditions on a regular basis and performing one or more actions when those conditions are met. For example, the Remedy Asset Management application includes predefined escalations to issue notification of impending expiration dates for leases, warranties, software, maintenance, and support contracts. These notifications are associated with the Lease, Warranty, Support, Maintenance, and Software forms. You can customize these notifications to specify how many days before expiration a notification should be issued (for example, 30 days) and the individuals that should be notified.

For more information about escalations, see the Developing AR System Applications: Basic guide.

Table fieldsTable fields enable users to view specific fields and requests from another (supporting) form or from the original form in a spreadsheet format. Each column title in the table field represents a field (from the supporting form), and each row represents an entry from the supporting form. If new entries are made to the supporting form, the user will see them when the table is refreshed.

For more information about table fields, see the Developing AR System Applications: Basic guide.

Internationalization and localization

Remedy ITSM is built on the AR System, which is a fully internationalized environment. This environment includes internal support for different character sets and a full suite of features that allow administrators to produce localized applications. In addition, there is support for a locale model where a user can specify their language and formatting preferences to have the application delivered in the style that is the most useful to them. This includes being able to deliver the same application in multiple languages with different formatting to different users simultaneously.

Note: Information in this guide about localization applies only your version of the Remedy ITSM application has been localized.

Internationalization and localization ! 23


Data language and display languageIf all of your users work and communicate using a single language, then the data language and display language that they use are the same. However, if you have users in different locations using the same server (for example, users in England, France, and Germany), then you will need to pick a common data language in which the users will enter and search for data. Typically, this data language is the most common across all of your user locales.

You can only choose one data language for each Remedy ITSM suite of applications installation, and this is selected during application installation. This requirement guarantees that users in France can find help desk tickets created in Germany or England because they are working with data in their common language.


Chapter

2
Before you install
This section contains important information on combination installations and installation prerequisites to review before installing the Remedy ITSM applications.

Before installing the Remedy ITSM applications, make sure that the installation prerequisites listed in this section have been met.

Note: For updated installation prerequisites, see the release notes for the Remedy ITSM applications in the documentation section on the Remedy Customer Support web site at:

http://supportweb.remedy.com.

Topics include:

! General prerequisites (page 26)

! Prerequisites related to AR System (page 27)

! Database-related prerequisites (page 28)

! Reporting-related prerequisites (page 30)

! Web services-related prerequisites (page 31)

Before you install ! 25



General prerequisites

Before installing the Remedy ITSM applications, make sure that the following installation prerequisites have been met.

! Make sure that the Remedy ITSM applications you are installing are compatible with your system. For information, see the compatibility matrix for Remedy IT Service Management at:

http://supportweb.remedy.com/Rem/IssuesAndSolutions/CompatibilityMatrix/index.jsp

Or, from the SupportWeb Home page, click the Compatibility Matrix shortcut link.

! Install the latest patches for:

! AR System

! Remedy User (required if you access the Remedy ITSM applications using the Remedy User client)

! Remedy Mid Tier (required if you access the Remedy ITSM applications using a browser)

! Remedy Approval Server (required for Remedy Asset Management and Remedy Change Management)

Patches are available from the Downloads page on the Remedy Customer Support web site at:


For more information, see the release notes for AR System and for the Remedy ITSM applications you are installing.

! Make sure that you install on a Windows system with a minimum of 512 MB memory and at least 320 MB free disk space for each Remedy ITSM application, or on a comparable UNIX system.

26 "Chapter 2—Before you install




Prerequisites related to AR System

Before installing the Remedy ITSM applications, make sure that the following installation prerequisites have been met.

! Make sure that you have installed and licensed AR System 6.3 or higher, or upgraded to AR System 6.3 or higher on all servers and Remedy User clients that you will be using with the Remedy ITSM applications.

! Make sure that you have installed Remedy Approval Server 6.3 before installing Remedy Asset Management or Remedy Change Management. The installation of Remedy Asset Management and Remedy Change Management terminates if the Remedy Approval Server has not been installed.

! You must be a member of the Administrator group in the Remedy User form to install the Remedy ITSM applications.

! If you want to use email notifications, install the Remedy Email Engine. For information, see the Email Engine Guide. Otherwise you can use Remedy Alert for notifications.

! To access the Remedy ITSM applications using a browser or use Remedy Flashboards with the Remedy ITSM applications, install a supported web server and Remedy Mid Tier.

In ServletExec, Java Virtual Machine settings, you must change the Maximum Heap Size to 300000 KB or more. To access the ServletExec Administration page, enter the following URL in your browser:

http://<mid_tier_server>/servlet/admin

For a list of supported web servers, see the compatibility matrix for Remedy Mid Tier at:



Prerequisites related to AR System ! 27



Database-related prerequisites

Before installing the Remedy ITSM applications, make sure that the following database-related prerequisites have been met.

Warning: There is a very large memory leak in the Oracle 9i libraries with HP-UX systems. This is a known non-Remedy issue. It is crucial to install the Oracle Release 2 Patch Set 3 Version 9.2.04 patch before installing AR System 6.3, especially if you are planning on installing any Remedy applications (for example, any applications in the Remedy ITSM or Customer Support and Services suites). Without this patch, the application installations will fail.

Depending on the database you are using, make the following adjustments:

Database Adjustment

All You need at least 300-450 MB of disk space for the database, but you might need more depending on the number of records and the database you are using.

If you do not have 300-450 MB or more before beginning the installation, you might run out of free space during installation. As the transaction log fills up, the AR System server will suspend. When the transaction log is completely full, the AR System server writes a message to the AR System error log and the installation terminates.

Note: If the transaction log fills during the installation and the installation fails, you must clear the transaction log, and then increase the size of the transaction log before reinstalling the application.

See your database administrator’s guide for information about how to increase the size of the database transaction log or how to clear it.



IBM DB2 ! If you are not using System Managed Space (SMS), set Size of User Tablespace = 500 and Size of Temporary Tablespace = 200.

! Expand the application control heap size (APP_CTL_HEAP_SZ) to at least 11192 pagesize on your DB2 database server by running the following DB2 command before installing a Remedy ITSM application:

UPDATE DB CFG for ARSYSTEM using APP_CTL_HEAP_SZ 11192

Stop and restart the database instance after you update the heap size.

! Expand the UTIL_HEAP_SZ to at least 55000 pagesize on your DB2 database server by running the following DB2 command before installing Remedy Help Desk:

UPDATE DB CFG for ARSYSTEM using UTIL_HEAP_SZ 55000

! Create a system temporary table space:db2 connect to ARSYSTEMdb2 create bufferpool buf32k SIZE 1000 PAGESIZE 32kdb2 terminatedb2 connect to ARSYSTEMdb2 "create system temporary tablespace TEMP32K PAGESIZE 32k managed by system using ('<path>/temp32k') bufferpool buf32k"

! Add the following string to the ar.conf file:

DB2-Free-Lob-Locator-Frequency: 2

If the DB2 error “SQL0429N The maximum number of concurrent LOB locators has been exceeded” appears, lower the number to 1.

Informix You must have at least 500 MB of database space allocated for each Remedy ITSM application.

Microsoft SQL Server For data and log devices, set ardata = 450 and arlog = 300. For SQL Server 7, purge the transaction log frequently to prevent it from filling up during installation.

Database Adjustment

Database-related prerequisites ! 29


Reporting-related prerequisites

To display reports on the Web, you must install Crystal Reports software (purchased separately). For information about supported version of Crystal Reports, see the compatibility matrix for Remedy IT Service Management at:



The Crystal Reports Web Components server runs only on Windows. However, if you use the UNIX Web Connector component that comes with Crystal Enterprise, you can connect the UNIX Remedy Mid Tier with Crystal Enterprise running on Windows. For more information, see the Crystal Web Connector installation and configuration on UNIX platforms white paper.

Oracle ! Make sure you install Oracle patch 9.2.0.4.0.

! Set tablespace, temporary tablespace, and rollback segments. Set arsys1 = 500 and artmpf = 150. Add the optional, but recommended, rollback segment to the init<oracleSID>.ora file in the $ORACLE_HOME/dbs directory.

Sybase Change the minimum page size to 4 KB. For information about increasing the page size, see your Sybase documentation. For the device sizes, set ardata = 450 and arlog = 300. To prevent the transaction log from filling up during installation, purge the log often, or set the Truncate log on checkpoint database option. Change the Sybase configuration file to the following recommended minimal values, and then restart the Sybase server:

[Meta-Data Caches]

number of open objects = 30000

number of open indexes = 15000

[Physical Memory]

max memory = 128000

[SQL Server Administration]

procedure cache size = 6400

Database Adjustment




The installation of Remedy User (with the default ODBC option selected) automatically includes a Crystal DLL that you use for viewing reports. You cannot design or modify reports created in Crystal Reports from within Remedy User. If you do not own Crystal Reports, the reporting tool in Remedy User enables you to generate reports for requests from a search.

Web services-related prerequisites

To use Remedy web services for integrations between the Remedy ITSM applications and third-party applications, make sure that the following installation prerequisites have been met.

! You must install J2SE Java Runtime Environment (JRE) before installing or upgrading AR System.

For information about the required version of JRE, see the compatibility matrix for AR System at:



! You must choose the web service option during the installation of the AR System server.

If you install JRE after installing AR System, or do not select the web service option during installation of AR System, either reinstall the server or perform the following modifications:

! Add the following lines to your ar.cfg file (default location: C:\Program Files\AR System\CONF):

ARF-Java-Class-Path: C:\Program Files\AR System\arapi63.jar;ARF-Java-Class-Path: C:\Program Files\AR System\axis.jar;ARF-Java-Class-Path: C:\Program Files\AR System\log4j-1.2.8.jar;ARF-Java-Class-Path: C:\Program Files\AR System\websvc63.jar;ARF-Java-Class-Path: C:\Program Files\AR System\wsdl4j.jar;ARF-Java-Class-Path: C:\Program Files\AR System\xercesImpl.jar;ARF-Java-Class-Path: C:\Program Files\AR System\xmlParserAPIs.jar;ARF-Java-Class-Path: C:\Program Files\AR System\commons-logging.jar;ARF-Java-Class-Path: C:\Program Files\AR System\commons-discovery.jar;ARF-Java-Class-Path: C:\Program Files\AR System\jaxrpc.jar;ARF-Java-Class-Path: C:\Program Files\AR System\saaj.jar;Plugin: WebService.dll

Web services-related prerequisites ! 31



! Add the Java directory to your PATH, for example:

C:\Program Files\Java\j2re1.4.2_06\bin\client

If you install the AR System server after installing JRE, the server installer will automatically update your ar.cfg file and set your PATH.

! The first time you use the web service after installation, access the Web Service Settings page in the configuration tool and enter Demo in the Anonymous User Name field, otherwise you will see an error message, Error 149: A user name must be supplied.


Chapter

3
Installing the Remedy ITSM applications
This chapter contains procedures for installing the Remedy ITSM applications and online help. The instructions assume that you have completed installation of AR System 6.3 or higher or have upgraded to AR System 6.3 or higher.

Topics include:

! Combination installations (page 34)

! Windows— Installing the Remedy ITSM applications (page 34)

! UNIX—Installing the Remedy ITSM applications (page 39)

! Licensing a Remedy ITSM application (page 45)

! Creating shortcuts to Remedy ITSM applications (page 45)

! Adding links to application consoles (page 50)

! Creating AR System User Preference records (page 52)

! Access control groups (page 53)

! Notification groups (page 55)

Installing the Remedy ITSM applications ! 33


Combination installations

If you are installing more than one Remedy ITSM application, read the following:

! If you are installing Remedy Help Desk and any other Remedy ITSM application, install Remedy Help Desk first.

! Install Remedy Approval Server next (required for Remedy Asset Management and for Remedy Change Management), or Remedy Flashboards Server (optional for Remedy ITSM applications).

! Install Remedy Asset Management, Remedy Change Management, and Remedy SLA in any order.

Windows— Installing the Remedy ITSM applications

You must install the Remedy ITSM applications on the same system as the AR System server. The installation must be performed locally.

Tip: To install the application more quickly, no users should be logged in to the system during the installation. You can enforce this by putting the AR System server in Administrator Only mode. You can also select the Disable Escalation check box to make sure that no escalations run during the installation.

" To install the Remedy ITSM applications on Windows:

Note: Installation time varies depending on your system, and might take several hours.

1 Make sure that the AR System server to which the Remedy ITSM applications will connect is running.

2 Run the Setup.exe file located in the folder in the ESD download directory for the Remedy ITSM applications or on the product CD.

The welcome screen appears.

3 Click Next.

The License Agreement screen appears.

34 "Chapter 3—Installing the Remedy ITSM applications


4 Review the agreement and click I Agree.

The AR System Server Information screen appears.

To import the Remedy ITSM applications into AR System, the installation program needs to use the AR System administrator user name and password.

5 Select the AR System server to use for the Remedy application you are installing and specify:

a The administrator user name and password for the selected AR System server.

The default administrator login for a new AR System installation is the Demo user name and no password.

b The TCP port and the RPC port for the selected AR System server, if the defaults were not used when the AR System server was installed.

Important: To keep AR System secure, add a password for the AR System administrator as soon as possible.

6 Click Next.

The Choose Destination Location screen appears.

7 Click Browse to select the destination folder for the application software. The default folder is c:\Program Files\AR System Applications\<server name>\<application name>.

Note: If you want to install a copy of the application on an additional AR System server on this computer, install each copy of the application into a separate folder.

8 Click Next.

The Select Sample Data Option screen appears.

9 To install sample data, select the Do You Want To Install Sample Data check box. To skip installation of sample data, clear the check box.

Important: It is highly recommended that you install sample data, as it installs predefined categorizations, priorities, countries, currencies and many other predefined items that will help you evaluate and use the application.

10 Click Next.

The Start Copying Files screen appears.

Windows— Installing the Remedy ITSM applications ! 35


11 Review the current settings and click Install to continue or Back to make any changes.

After all files are copied and the workflow is loaded, a message appears that provides the location of the log files.

12 Click OK.

The installation complete screen appears.

13 Click Finish to exit the installer.

If you have any problems with the installation, see “Troubleshooting the installation” on page 196.

Important: After installing Remedy SLA, you must provide an SLA name with a prefix that is unique. This is required for the export functionality to work. For more information, see “Post-installation tasks for SLA administrators” on page 199.

Windows—Installing online help filesAfter installing the application, you must install online help files on a system where a supported web server is installed to make online help available to users of the application and Remedy Application Configuration. For more information about supported web servers, see “Prerequisites related to AR System” on page 27. Online help cannot be installed in multiple display languages.

Important: You must run the help installer locally on the system on which you will install the help files. For example, if you installed the application on one system, but want to install the help files on a web server on a different system, perform the installation from the system that has the web server for help. Help files can be installed on a Windows or a UNIX system.



" To install online help files:

1 Make sure that:

! The Remedy ITSM applications for which you are installing help has been installed.

! The AR System server to which the Remedy ITSM applications will connect is running.

! The web server for online help is running.

2 Run the Setup.exe file located in the help folder on the product CD or from the ESD download directory.

The welcome screen appears.

3 Click Next.

The License Agreement screen appears.

4 Review the agreement and click I Agree.

The Enter Required Information... screen appears.

5 Enter your user name and password.

a If you installed the application for which you are installing help on a different server, type the name of the AR System server on which you installed the application. If you installed the application on this server, select this server.

b If the default port number was not used when the AR System server was installed, enter the TCP port for the selected AR System server.

c Click Skip if you cannot connect to the AR System server to link the help files to the application. If you click Skip, the help files are copied to the web server, but the help links in the application will not be function.

Windows— Installing the Remedy ITSM applications ! 37


6 Click Next.

The Select Web Server screen appears.

Figure 3-1: Select Web Server screen

7 Select one of the following options for the web server to use for online help:

! Select the web server to use for help.

! Select Other to install the help files on a different web server. If you select this option, you must configure your web server and specify the URL to the online help files in step (14).

! Select None to install the help files in the folder you specify, but without making them available on a web server.

8 Click Next.

The Select language packs screen appears.

9 Select the language pack to install.

The user language you select here is the language that your help will appear in. User language is also known as the display language. For more information, see “Data language and display language” on page 24.

10 Click Next.

The Choose Destination Location screen appears.



11 Click Browse to select the destination folder for the help files.

12 Click Next.

13 If you are installing the online files on a web server, the Confirm URL screen appears. Otherwise the Confirm Application Path screen appears.

14 Make any changes to the URL for the web server or the path to the directory for the online help files.

15 Click Install.

The Start Copying Files screen appears.

16 Review the settings and click Install to continue or Back to make any changes.

After the files are copied, the installation complete screen appears.

17 Select the check box if you want to view the installation log files, and click Finish to close the installer.

UNIX—Installing the Remedy ITSM applications

You must install the Remedy ITSM applications on the same system as the AR System server. The installation must be performed locally.

Installing as non-rootIn general, you should perform the installation as a root user. However, you can perform the installation as a non-root user. It is recommended that you log in as the same UNIX user to install the AR System server and the Remedy applications.

When you install as a non-root user, some system configuration files might need to be updated manually. If the installer script detects a non-root install, it lists the names of the files that need to be manually updated and tells where to find the installation logs that list the information that needs to be added. If you do not have permissions required to update the configuration files, you must ask your UNIX system administrator to update them before using the application.

Obtaining Remedy ITSM software on the WebIf you purchased the UNIX software through the Electronic Software Distribution (ESD) process, follow these steps to access the software.

UNIX—Installing the Remedy ITSM applications ! 39


" To obtain the Remedy ITSM software for UNIX from the Web:

1 Create a download directory and download the ESD files to it.

2 Copy the downloaded directory and its contents to the location from which you will install the application.

3 Change to the directory containing the copy of the downloaded files.

4 Change to the directory containing the install programs.

5 Uncompress the tar.gz file (for example, HD_560_501_01.solaris.tar.gz for Remedy Help Desk) which contains the UNIX installation files for the Remedy ITSM application.

Use the gunzip utility to uncompress the file by entering the following command:

# gunzip package_<platform>.tar.gzwhere <platform> is solaris, hpux, aix, or linux.

If you do not have the gunzip utility, you can download it from the gzip home page: http://www.gzip.org

6 To retrieve the installation program file, enter the following command:

# tar -xvf package_<platform>.tarwhere <platform> is Solaris, HP-UX, AIX, or Linux.

Running the Remedy ITSM application installation scriptThis procedure contains instructions for installing the Remedy ITSM applications on UNIX.

The script writes log files to: /usr/tmp/<ITSM_application>/<ITSM_application>_inst.log and/usr/arsystem/<server_name>/<ITSM_application>/Logs.

Tip: To install the application more quickly, no users should be logged in to the system during the installation. You can enforce this by putting the AR System server in Administrator Only mode. You can also select the Disable Escalation check box to make sure that no escalations run during the installation.


http://www.gzip.org


" To install the Remedy ITSM applications on UNIX:

Note: Installation time varies depending on your system, and might take several hours.

1 Make sure that the AR System server that the application will connect to is running.

2 Access the installation software.

If you are installing from the product installation CD:

a Mount the CD locally or remotely.

b Change to the directory containing the installation script as follows:

# cd <CD-ROM_mount_point>

For details about mounting the CD, see the Installing AR System guide.

If you are installing software obtained through ESD, see “Obtaining Remedy ITSM software on the Web” on page 39 for instructions.

3 Run the ITSM application installation script:

#./appinstall

4 At the licensing and maintenance prompt, press ENTER to accept the default value.

5 At the choose server prompt, press ENTER to accept the default AR System server, or enter the AR System server to use with the Remedy ITSM applications.

6 At the confirmation prompt, press ENTER to continue with the installation.

7 At the AR System installation directory prompt, press ENTER to accept the default directory, or enter the directory and path for AR System.

8 At the confirmation prompt, press ENTER to confirm the AR System server installation directory.

The installer checks the ar.conf file to see if AR System is using the portmapper or if it is using a specified port.

9 At the TCP/IP port prompt, press ENTER to accept the default value, or enter another port number for the AR System server.

10 At the confirmation prompt, press ENTER to confirm the port number.

11 At the AR System administrator ID prompt, press ENTER to accept the default value, or enter another administrator ID.

The default administrator login for a new AR System installation is the Demo user name and no password.



Important: To keep AR System secure, add a password for this user as soon as possible.

12 At the AR System administrator password prompt, enter the AR System administrator password.

13 At the installation directory prompt, press ENTER to accept the default directory for the application, or type n to enter another directory and path.

The installer checks to make sure the specified partition contains sufficient free disk space required to install the application.

14 At the confirmation prompt, press ENTER to confirm the installation directory.

15 At the load applications into AR System prompt, press ENTER to install the application or type n to extract the files to install later.

16 At the load sample data prompt, press ENTER to install sample data or type n to skip installation of sample data.

Important: It is highly recommended that you select y, as it installs predefined categorizations, priorities, countries, currencies, and many other predefined items that will help you evaluate and use the application.

17 After the files are copied and the workflow is loaded, a prompt to restart the AR System daemon appears. Press ENTER to restart AR System now, or type n to restart AR System later. You must restart AR System before using the application.

Messages prompting you to install help and an installation completed message appear.

If you have any problems with the installation, see “Troubleshooting the installation” on page 196.

Important: You must provide an SLA name with a prefix that is unique. This is required for the export functionality to work. For more information, see “Post-installation tasks for SLA administrators” on page 199.



Installing online help files on UNIXAfter installing the application, you must install online help files on a system where a supported web server is installed to make online help available to users of the application and Remedy Application Configuration. For more information about supported web servers, see “Prerequisites related to AR System” on page 27. Online help cannot be installed in multiple display languages.

Important: You must run the help installer locally on the system on which you will install the help files. For example, if you installed the application on one system, but want to install the help files on a web server on a different system, perform the installation from the system that has the web server for help. Help files can be installed on a Windows or a UNIX system.

" To install online help files:

1 Make sure that:

! The Remedy ITSM application has been installed.

! The AR System server to which the Remedy ITSM application will connect is running.

! The web server for online help is running.

2 Change to the directory containing the online help files:

# cd help

3 Run the Remedy ITSM online help installation script:

#./helpinstall

4 At the license agreement prompt, press ENTER.

Scroll through and review the end user license and maintenance agreement.

5 At the licensing and maintenance prompt, press ENTER to accept the default value.

In a typical installation where the Remedy ITSM application is installed on another system, a message appears indicating that no local AR System server was detected.

6 At the enter AR System server prompt, enter the name of the AR System server on which the application is installed.



7 At the TCP/IP port prompt, press ENTER to use the portmapper or enter the port number.

8 At the confirmation prompt, press ENTER to confirm the port number.

9 At the AR System administrator ID prompt, press ENTER to accept the default value or enter another administrator ID.

10 At the AR System administrator password prompt, enter the AR System administrator password.

11 Enter one of the following for the web server to use for online help.

! Enter the letter for a detected Apache or iPlanet web server that you want to use for online help.

! Enter O to install the help files on a different web server. If you select this option, you must configure your web server and specify the URL to the help files in step ().

! Enter N to install the help files in the folder you specify, but without making them available on a web server. Skip to step (15).

12 At the web server configuration file prompt, enter the directory path to the configuration file on the web server for help.

If the web server port number is not defined in the specified configuration file, a prompt appears for the port number.

13 Press ENTER to accept the HTTP port number of 80, or enter another port number.

14 At the confirmation prompt, press ENTER to accept the default value or type n to make any changes

15 At the online help install directory prompt, press ENTER to accept the default directory or enter the directory for the help files.

The installer checks to make sure the target directory contains sufficient free disk space required to install the help files.

16 If you are installing the help files on a web server, a prompt appears for the URL to online help. Otherwise an application path prompt appears.

Make any changes to the URL for the web server or the path to the directory for the online help files or press ENTER to accept the default value.

17 At the installation summary and confirmation prompt, press ENTER to continue or type n to make any changes.

After the help files are copied, installation is complete and log file location messages appear.



Licensing a Remedy ITSM application

To activate your licenses, visit http://supportweb.remedy.com/ and log in. Follow the instructions for requesting a new license. For information about licensing Remedy products, see the Installing AR System guide.

To access Support Web, you will need the following information:

Support Contract ID: (see your Remedy order information form)

Password: (see your Remedy order information form)

If you cannot access Support Web, or experience any technical issues regarding your license request, send an email to [email protected].

If you do not have a user Support Web account, register at:

http://supportweb.remedy.com/sso/newAccount.htm

Creating shortcuts to Remedy ITSM applications

Before allowing users to start using the application using Remedy User, you can create and place a shortcut icon to the application on their desktops. The shortcut icon will simplify the process for logging in to the application. Otherwise, users will have to log in twice to start the application—they would log in to Remedy User and then log in to the application.

Once you have properly configured the user and you have added the appropriate icons to a client workstation, that user has one-button access to the console that contains the functionality most appropriate for that user’s role. There is some duplication of functionality in the various consoles, so inspect each console on your system before installing the clients onto users’ systems. For more information about user roles, see the user’s guides for the Remedy ITSM applications you use.

Adding shortcuts to the Windows DesktopThese procedures add a Remedy application shortcut to the Windows desktop, and explain how to use a custom icon for each role.

Licensing a Remedy ITSM application ! 45


http://supportweb.remedy.com/sso/newAccount.htm


" To create an ARTask shortcut for the client desktop:

1 Log in to Remedy Administrator on the computer where the application is installed.

2 Right-click the application for which you want to create a shortcut and choose Properties.

Choose one of the following:

3 Choose File > Send To > User(s) as Shortcut.

An email message dialog box opens with an ARTask icon attached.

4 In the To field, enter each user’s name, or enter an email alias that includes the list of users.

5 In the email message, instruct users to drag the ARTask shortcut to the desktop.

Application Remedy ITSM application

Description

ITSMSLA Service Level Agreements

SLA management interface for support personnel and SLA managers

Remedy Application Configuration

Asset ManagementChange ManagementHelp Desk

Primary interface for an Remedy ITSM application administrator

Remedy Approver Asset ManagementChange Management

Primary interface for asset requisition and for change request approvers

Remedy Asset Manager Asset Management Primary interface for asset managers

Remedy Management Change ManagementHelp Desk

Primary interface for managers

Remedy Purchasing Asset Management Primary interface for purchasing managers

Remedy Receiving Asset Management Primary interface for asset receiving personnel

Remedy Requester Change ManagementHelp Desk

Primary interface for submitting requests

Remedy Support Change ManagementHelp Desk

Primary interface for support staff



6 Send the email message.

Note: You can also right-click an application in Remedy User and select Create Shortcut to create an ARTask shortcut to distribute.

" To use a custom icon for the shortcut:

1 Locate the custom icons installed with the application under <Remedy_ITSM_app_install_directory>\Clients\Icons and copy them to (or share them with) the client system.

2 On the client desktop, right-click the ARTask shortcut created in the previous procedure and select Create Shortcut.

This creates a Windows shortcut.

3 Right-click the Windows shortcut and select Properties.

4 In the Shortcut tab, click Change Icon.

5 Click Browse to select the appropriate user role icon.

The following table shows the icon file names for each user role.

Remedy ITSM application

User role Icon Icon file name

Asset Management Remedy Purchasing Remedy_Purchasing.ico

Asset Management Remedy Receiving Remedy_Receiving.ico

Asset ManagementChange Management

Remedy Approver Approval_32.ico



Conf_32.ico


Remedy Management Mngr_32.ico

Change ManagementHelp Desk

Remedy Requester Rqstr_32.ico

Creating shortcuts to Remedy ITSM applications ! 47


6 Select the icon and click Open.

7 Click OK to close the dialog boxes.

8 Drag the ARTask shortcut to a folder other than the desktop.

Note: Do not delete the ARTask shortcut, or the Windows shortcut will not function.

9 Change the name of the Windows shortcut by right-clicking the shortcut and selecting Rename.

Adding Remedy ITSM applications to the Windows Start menuThis procedure adds the shortcut that you created in “Adding shortcuts to the Windows Desktop” on page 45 to the Windows Start menu. The steps in this procedure are for Windows 2000, but the steps are similar for other versions of Windows.

" To add an application to the Windows Start menu:

1 Choose Start > Settings > Task Bar & Start Menu...

2 Click the Advanced tab.

3 Click Add.

4 In the Create Shortcut dialog box, browse to the location of the shortcut file you copied in “Adding shortcuts to the Windows Desktop” on page 45.


Remedy Support Suprt_32.ico

Service Level Agreements

Remedy SLA Manager

Mngr_32.ico


User role Icon Icon file name



5 Select one of the following shortcut files and click OK.

6 In the Create Shortcut dialog box, click Next.

7 In the Select Program Folder dialog box, select the folder to place the shortcut in, such as Programs, or create a new folder.

8 Click Next.

9 In the Select a Title for the Program dialog box, type a name for the shortcut, such as Remedy Requester, Remedy Support, Remedy Manager, or Remedy Application Configuration.

10 Click Finish.

The shortcut is now in the Windows Start menu.


Console File

Asset Management Receiving Remedy_Receiving.ARTask


Manager Remedy_Management.ARTask

Asset Management Purchasing Remedy_Purchasing.ARTask


Approver Remedy_Approver.ARTask



Remedy_Configuration_Manager.ARTask


Requester Remedy_Requester.ARTask


Support personnel Remedy_Support.ARTask

Service Level Agreements SLA manager Remedy_Service_Level_Agreements.ARTask

Creating shortcuts to Remedy ITSM applications ! 49


Adding links to application consoles

This section contains links you can add to open consoles for Remedy ITSM applications directly instead of opening them from links on the home page. Note there are spaces in the console names in many of the links below.

Remedy Help DeskManagement console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/Remedy Management

Requester console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/Remedy Requester

Support console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMHelpDesk/Remedy Support

Remedy Asset ManagementApproval console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/Remedy Approver

Asset Manager console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/Remedy Asset - Manager

Purchasing console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/Remedy Purchasing

Receiving console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMAsset/Remedy Receiving



Remedy Change ManagementApproval console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/Remedy Approver

Management console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/Remedy Management

Requester console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/Remedy Requester

Support console

http://<web_server>:<port>/arsys/apps/<AR_server>/ITSMChange/Remedy Support

Remedy SLASLA console

http://web_server>:<port>/arsys/apps/<AR_server>/ITSMSLA

Remedy Application ConfigurationRemedy Application Configuration console

http://<web_server>:<port>/arsys/apps/<AR_server>/Remedy Configuration Manager

where:

<web_server> is the fully qualified name of the Remedy Mid Tier system, specified in the format server_name.company.com.

<port> is an optional port number, which is needed if the web server is not on the default port (port 80).

<AR_server> is the AR System server where the Remedy ITSM applications are installed. The <web_server> and the <AR_server> can be the same.

Adding links to application consoles ! 51


Creating AR System User Preference records

You must create an AR System User Preference record for each user who needs access to reports through the Remedy ITSM applications or needs user preferences for using the Remedy ITSM applications on the Web. The user preference forms were installed if the default of selecting the Centralized Preferences option was selected when AR System was installed. If centralized preferences were not installed, use Remedy Administrator to manually import the AdminPref.def and UserPref.def definition files from the Arserver\Samples\<language> directory.

When users log in, they should specify the report server name in the Preference Server field of the Login dialog box. This enables employees to access predefined reports and use centralized user preferences.

" To add a user preference record:

1 Open the AR System User Preference form:

a From the Remedy User window, choose File > Open > Object List.

b In the Object List dialog box, click the Find tab.

c Enter user preference in the Search what keywords? field, and click Find.

d Select the AR System User Preference form, and click New.

2 Enter the login name of the employee for whom you are adding this record in the Login Name field.

3 Enter any additional information for the user in the Short Description field.




5 Enter the name of the server on which you installed the Remedy ITSM applications (which includes the predefined reports) in the Report Server field.

Figure 3-2: AR System User Preference form

6 If this user needs to view reports from the Web:

a Click the Web tab.

b In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet Explorer browser or HTML with frames for a Netscape browser.

7 Click Save.

Access control groups

The installer updates the AR System Group form by adding the following access control (permission) groups:

Remedy ITSM application Group name Group ID


Approval Admin 402

Service Level Agreements APP-Super Admin 410

Access control groups ! 53


Do not change these names or IDs. The Remedy applications depend on the group names and ID numbers for access.

Important: Before configuring the Remedy applications, the application administrator must be added to the APP-Administrator group as described in “Adding people to groups” on page 79.

Asset ManagementChange ManagementHelp DeskService Level Agreements

APP-Support 480


APP-Management 481


APP-Administrator 482

Help Desk Problem Management 483

Asset Management APP-Receiving 484

Service Level Agreements APP-Reporting 485

Asset Management APP-Purchasing 486

Service Level Agreements SO-User 15001

Service Level Agreements SO-Manager 15002

Service Level Agreements SO-Administrator 15004

Remedy ITSM application Group name Group ID



Notification groups

The installers optionally install sample data that updates the AR System Group form by adding the following notification groups.

APP-Receiving and APP-Purchasing apply only to Remedy Asset Management.

Group name Group type Group ID

APP-Receiving General Notification 484

APP-Purchasing General Notification 486

Problem Managers Support Notification 800

Human Resources Support Notification 886

Facilities Support Notification 887

Sales General Notification 888

Support-Printing Support Notification 889

Support-Telecom Support Notification 992

Support-IT Services Support Notification 993

Support-Networking Support Notification 994

Support-Software Support Notification 995

Support-Hardware Support Notification 996

Finance General Notification 997

Marketing General Notification 998

Engineering General Notification 999

Notification groups ! 55

Chapter

4
General configuration tasks
You can use the features supported by the default forms and workflow definitions in the Remedy ITSM Suite in production as shipped. However, because no two organizations are identical, Remedy Application Configuration enables you to add custom data specific to your organization to the Remedy ITSM applications.

General configuration tasks apply to all of the modules of the Remedy ITSM Suite, and can be shared by other current and future Remedy applications.

Topics include:

! Opening Remedy Application Configuration (page 58)

! Defining an application administrator (page 59)

! Configuring locations (page 62)

! Creating categorizations (page 64)

! Configuring people (page 70)

! Defining groups (page 75)

! Adding people to groups (page 79)

General configuration tasks ! 57


Opening Remedy Application Configuration

Use Remedy Application Configuration to perform configuration tasks. You can open Remedy Application Configuration from Remedy User or from the Web. If you installed the Remedy Application Configuration shortcut on your desktop, you can also click the icon to open it.

" To open Remedy Application Configuration from Remedy User:

1 Choose Start > Programs > Action Request System > Remedy User.

The Login dialog box will appear.

! In the User Name field, type the Application administrator user name.

! In the Password field, type in the corresponding application administrator password.

! In the Preference Server field, specify the name of the preference server if you are using AR System centralized preferences.

2 Click OK.

The Home Page form opens automatically. If it does not, perform these steps in Remedy User:

! Choose Tools > Options.

! In the Options dialog box, click on the Home Page tab.

! Select the check box to open the home page automatically.

3 On the Home Page form, click on the Remedy Application Configuration link.

The Remedy Application Configuration console appears.

" To open Remedy Application Configuration from the Web:

1 Type the following URL into your browser:

http://<web_server>:<port>/arsys/home

<web_server> is the fully qualified name of the Remedy Mid Tier system, specified in the format server_name.company.com.

<port> is an optional port number, which is needed if the web server is not on the default port (port 80).

2 In the User Name and Password fields of the Welcome page, enter your user name and password.

58 "Chapter 4—General configuration tasks


3 Click Login.

This opens up the Home Page form on the web.

4 On the Home Page form, click the Remedy Application Configuration link.

The Remedy Application Configuration console appears.

For a list of supported browsers, see the compatibility matrix at:



Figure 4-1: Remedy Application Configuration - General tab

Defining an application administrator

The application administrator is typically the person responsible for configuring the Remedy ITSM applications. Before any of the other general configuration tasks can be performed, the application administrator needs to be added to the APP-Administrator permission group (in the Remedy User form).

Defining an application administrator ! 59



Note: To access Remedy Application Configuration forms, the application administrator must also be added to the Administrator group in the Remedy User form. For more information, see the Developing AR System Applications:Basic guide.

The following procedure describes the minimum number of entries you need to make to enable the application administrator to configure the application. You should modify the application administrator entry created here by adding additional information when you are configuring your users as described in “Configuring people” on page 70.

Note: The application administrator is configured like any other system user, with the exception of membership in the APP-Administrator permission group.

" To define the application administrator:

1 Open Remedy Application Configuration as described in “Opening Remedy Application Configuration” on page 58.

2 Click the General tab.

3 Select Step 3: People Definition, and click Configure.



The Configure People Definition form appears.

Figure 4-2: Configure People Definition form

4 If the application administrator is the same user as the AR System administrator:

a Click Select Person.

The Select Existing Person dialog box appears.

b Enter search criteria for the user and click Search.

c Select the person in the Search Results table, and click OK.

Information for the selected user appears in the Configure People Definition form.

If the person is not listed in the table, click Cancel and continue with this procedure, otherwise skip to step (6).

Defining an application administrator ! 61


5 If the application administrator is not the same user as the AR System administrator:

a Enter the required Login Name, Last Name, and Full Name.

b Click the User Form Data tab.

c From the AR License Type list, select the appropriate option.

The application administrator must have an AR System fixed or floating license.

d In the Application License Type field, assign the appropriate application license if this person is going to be:

! Remedy Help Desk administrator—Select HelpDesk-Fixed or HelpDesk-Floating.

! Remedy Asset Management administrator—Select Asset-Fixed or Asset-Floating.

! Remedy Change Management administrator—Select Change-Fixed or Change-Floating.

6 Click Add.

The application administrator’s information is stored in the Remedy User form and Person Information form.

Note: You must also add the administrator to the AR System APP-Administrator permission group as described in “Adding people to groups” on page 79.

Configuring locations

The Remedy ITSM suite of applications uses a three-tiered menu hierarchy to define a location. Each location is composed of a region, a site, and a department.

Locations are used with categorization to make sure that help desk cases, tasks, and change requests are assigned to support staff individuals or support notification groups who are configured with matching location information in the Configure Group Skills or Configure Individual Skills form (as described in “Assigning responsibilities to support groups” on page 86 and in “Assigning responsibilities to support individuals” on page 91).



" To create locations:


2 Select Step 1: Location, and click Configure.

The Configure Location form appears.

Figure 4-3: Configure Location form

3 Define a location:

a Enter the name of a region used by your organization, for example, Western US.

b Optionally, enter the name of a site used by your organization, for example, Cucamonga.

c Optionally, enter the name of a department used by your organization, for example, Manufacturing.

Note: You must enter the region. If you leave the Site and Department fields blank, the appropriate support group or individual is notified of all requests from this region.

4 Select Active for the Status.

5 Click Add.

Each entry adds an item to the list for the corresponding field. For example, the entry you made in the Site field is available from the list for the Site field.

6 Repeat step (3) through step (5) to add each location used by your organization.

7 Unless you need to modify or delete existing locations, click Next to continue with Step 2: Categorization.

Configuring locations ! 63


" To modify or delete locations:

1 In Remedy Application Configuration, select Step 1: Location, and click Configure.

2 Click Select Location.

A list appears containing sample locations and the locations you entered in “To create locations:” on page 63.

3 Select a location and click OK.

The region, site, and department appear in the Configure Location form.

4 Do one of the following:

! Edit any of the fields or change the status and then click Modify.

! Click Delete to delete the entry for a location.

Creating categorizations

Help desk cases, assets, purchase requisitions, services, change requests, and tasks can be categorized using a dynamic, three-tiered menu structure consisting of:

! Category—The most general level of categorization.

! Type—The secondary level of categorization.

! Item—The third, and most specific, level of categorization.

Remedy Help Desk categorizationsFor help desk cases, categorization is used with location to make sure that service requests are assigned to groups or individual members of your support staff who have appropriate skills to resolve the case.

Help desk cases can have a series of related tasks, which also follow the three-tiered menu structure for categorization.

Note: The Business Risk and Technical Risk fields that appear on the New Configure Categorization form can only be used if Remedy Change Management is installed with Remedy Help Desk.



Change categorizationsRemedy Change Management and the Change Tasking module of Remedy Help Desk provide two levels for tracking change activities: the change request and a series of related change tasks.

A change request is a request for a planned activity implemented by the support staff. These changes are typically larger in scope than an individual help desk case; they can affect an individual, a group of people, or an entire organization. Change requests often include many activities performed by many people, rather than a single action.

Categorization and location are also used with change requests to make sure that change requests and tasks are assigned to the appropriate support groups.

Locations and categorization are also used to route change requests that require approvals to the proper approvers.

Asset categorizationsAssets are now categorized based on the integration with the BMC Configuration Management Database (CMDB). In previous versions of Asset Management, information was stored in a single form. Now, in Asset Management and the Asset Inventory module of Remedy Help Desk, each asset type has its own form and attributes.

Asset analysts and managers use the asset type forms to create asset records and track assets throughout their lifecycle. Consolidated service desk staff use the information in the asset record to diagnose user problems. For example, if a user calls in with a printing problem, a help desk technician can check to see if the asset (for example, a printer) is down or in repair.

The values available in the Category, Type, and Item lists differ based on the value you select in the Asset Type field. This provides you with a customized, hierarchical method for categorizing assets. The options available in the Category, Type, and Item lists are configured from the Categorization form.

You can use the default entries for your production environment or the sample data to become familiar with the application. As you create your own categorizations, you can delete the sample entries as described in “To modify or delete categorizations:” on page 69.

Creating categorizations ! 65


The following figure shows the default categorization entries (available if you installed sample data) for Change Requests.

Figure 4-4: Categorization entries for Change Requests

You can use, modify, or delete the default entries, or create custom categorizations to match your organization’s needs.

Using categorizations in multiple modules and applicationsThe Remedy ITSM applications enable you to create relationships across modules. For example, a requester contacts the help desk to report a problem with email software. A support technician opens a case for the request.

The technician selects the categorization as follows:

! Category—Software

! Type—Email

! Item—Eudora Pro

When searching the asset database, the technician finds an asset that matches the categorization that is owned by the requester.

To enable this cross-module tracking, use the All option from the Module list in the Configure Categorizations form to have the categorizations you create apply to all the installed modules.



" To create categorizations:

1 Open Remedy Application Configuration, as described in “Opening Remedy Application Configuration” on page 58.

2 Select Step 2: Categorization, and click Configure.

The Configure Categorization form appears.

Figure 4-5: Configure Categorization form, with a sample Change categorization

3 In the Module field, select the module or application to which you want this categorization to apply. What appears in the list next to this field depends on the applications you have installed.

The options are:

! All

! Asset Record

! Change Request

! Help Desk Case

! Purchase Requisition

! Service

! Task

If you choose Asset Record, you will need to specify the asset class to which you want this categorization to apply.



4 Select an Asset Class. This field only appears if you select Asset Record from the Module list.

If you select an Asset Class of type Software, and then select any of the following asset types, the Licenses Available field on the License Details tab of a software contract with the same Category, Type, and Item will increment by one when you create one of the following asset types with the same Category, Type and Item:

! Operating System

! BIOS

! Virtual System Enabler

! VMWare

! Product

! Package

! Patch

! OS Patch

These asset types are all System Component asset types.

5 Define the categorization:

a Enter the name of a category of items used by your organization, for example, Telecom.

b Enter a type of telecom product used by your organization, for example, Pager.

c Enter the name of a specific pager used by your organization, for example, JimmeePager Model 12.

Later, when you configure your support staff, you will associate the categorizations created in this step with either individual members of your support staff or support notification groups.

This association of location and categorization with support technicians is the basis for automatic assignment.


7 Click Add Categorization.

Each entry adds items to the list for the corresponding field. For example, the entry you made in the Item field is now available from the list for the Item field.



8 Repeat step (3) through step (7) for each categorization within your organization.

9 Unless you need to modify or delete existing categorizations, click Next to continue with Step 3: People Definition.

" To modify or delete categorizations:

1 In Remedy Application Configuration, select Step 2: Categorization, and click Configure.

The Configure Categorization form appears.

2 Click Select Categorization.

The Select Existing Categories form appears.

3 In the Show Categories For field, select the module or application for the categories to modify or delete.

A list appears containing sample categorizations and categorizations you entered in “To create categorizations:” on page 67.

4 Select a categorization from the list in the table, and click OK.

Information for the selected categorization appears in the Configure Categorization form.


! Edit any of the fields or change the status, and then click Modify.

! Click Delete to delete the entry.



Configuring people

You must create entries for all users of the Remedy ITSM applications in your organization. Information associated with these people is used in notifications of case and request assignments, asset status changes, and asset ownership.

The Configure People form is used for configuring Remedy application users. The information is stored in the following forms:

! User (for AR System permissions)

! Person Information (for information specific to the Remedy ITSM applications)

The following table describes which form is used to store entries for various people.

Figure 4-6: Forms used to store entries for users

Form Description of Person License

User AR System users using custom built applications

Varies

Person Information

(SHR:People)

Users of the Remedy applications who submit requests, but do not modify them (modifications are made by the service desk staff)

Read-only

User and Person Information

Users of Remedy applications who submit and modify their own and others’ requests

Write

Users of Remedy applications who only submit requests, but want to be notified by Remedy Notifier

Read-only

Users who use Remedy User to modify requests Write

Members (or a manager) of any Remedy application service desk staff

Write

AR System administrator Write



" To configure people:


2 Select Step 3: People Definition, and click Configure.


Figure 4-7: Configure People Definition form

3 Enter the required Login Name, Last Name, and Full Name.

Note: Only these three fields are required to create an entry for each person. (The other fields in bold on the form have default values.) However, it is recommended that you complete as many of the fields as possible because this information is used throughout the Remedy ITSM applications.

Configuring people ! 71


4 Optionally, complete the remaining fields.

a To require that this person use a password when logging on to the system, assign it in the Password field.

An AR System license is required by all users configured to use a login password.

b Select Active for the Status.

c Assign a unique identification number in the ID field.

This number can be the person’s employee number if your organization uses them, or a reference number that is incremented for each new person.

d In the Support Staff? field, select Yes if this person is a member of your service desk staff.

Note: All members of your service desk staff must have an entry in the AR License Type field on the User Form Data tab and will automatically be added to AR System User form (see step (9) for information).

e From the Type list, select whether the person is an internal member of your organization, or an external user.

f From the Manager? list, specify whether the person is a manager.

To designate a manager as a support manager (someone who is notified of escalations), the person must be a member of the APP-Management group in the AR System User form, as described in “Adding people to groups” on page 79.

g From the VIP? field, select Yes or No depending on whether this person is to receive special attention.

People who might be on the VIP list include:

! Your CEO and executive staff

! Project team members who are working close to a deadline (for example, the finance department before the close of the fiscal year)

The VIP list is used for notifications and escalations.

5 Click the Contact tab.

a From the Notification Method list, select the method to be used to contact this person.

If the notification method is set to Email, you must enter an email address in the Email Address field.

b From the Region, Site, and Department lists, specify the person’s location.



6 Click the Pager tab and enter paging information specific to this person.

If this person uses email paging:

! Enter the email address of the user’s pager in the Pager Email field.

Pager email addresses often use the <phone_number>@<pager.com> format.

If this person uses command line paging:

a Select or enter a third-party paging software vendor.

b Complete the remaining fields.

Only those fields with corresponding pager flag commands in the Configure Pager Vendors form are used.

c Configure the associated third-party software in the Configure Pager Vendor form, as described in “To configure pager vendors:” on page 111.

If you entered information in step (b), you must also set the corresponding optional flag in the Configure Pager Vendor form.

7 Click the Address tab and enter the mailing or residential address of this person.

Note: If you installed sample data when you installed the application, items from the sample data are added to the State/Province and Country lists. To add, modify, or delete information contained in these lists (and the Postal Code selection list), complete the configuration steps described in “Configuring addresses” on page 113 before completing the configuration of people.

8 Click the Financials tab.

a Assign this person a unique accounting number if your organization charges back departments for each request.

b Enter cost center and other financial information.

Configuring people ! 73


9 Click the User Form Data tab.

a In the Application License Type field, assign the appropriate application license if this person is going to be:

! Modifying help desk cases—Select HelpDesk-Fixed or HelpDesk-Floating.

! Modifying change requests—Select Change-Fixed or Change-Floating.

! Modifying asset records—Select Asset-Fixed or Asset-Floating.

Note: The choices that appear in the Application License Type drop-down list do not necessarily reflect the applications that you have available. There may be applications listed that are not installed.

b In the AR License Type field, select the appropriate option.

All users who are going to be modifying other people’s records in the application must have either a Fixed or Floating AR System license. This typically includes your service desk staff and management, asset analysts, and asset managers.

Note: If you do not complete the AR License Type field, the information associated with this person will not be stored in the User form. It will only be stored in the Person Information form, which means this person will only be able to log in as a Guest user.

10 Click the Training tab.

Enter any specialized training this person has received. This information can be reviewed in the Training Received diary.

11 Click Add.

12 Repeat step (3) through step (11) for each member of your organization.

Unless you need to modify or delete existing people, click Next to continue with Step 4: Group Definition, following the procedure described in “Defining groups” on page 75.



" To modify or delete people information:

1 In Remedy Application Configuration, select Step 3: People Definition, and click Configure.


2 Click Select Person.

The Select Existing Person dialog box appears.

a Enter search criteria for the person and click Search.

For example, to search for all members of your support staff, select Yes in the Support Staff? field before clicking Search.

b In the Search Results table, select the person whose data you want to modify or delete, and click OK.

Information for the selected person appears in the Configure People Definition form.


! Modify the entries to reflect new information for the selected person (for example, a new email address), and then click Modify.

! Click Delete.

Defining groups

The Remedy ITSM applications use notification groups to classify users within your organization for notification purposes. Some instances where notifications will be sent to the appropriate notification groups include:

! when a help desk case or change request has escalated.

! when the notification group is defined as the user, owner, or manager of an asset.

! when a contract (support contract, warranty, lease, maintenance, or software) is about to expire.

! when the stock quantity for a bulk item reaches the reorder level.

For example, if the Finance notification group is defined as the user of a printer (in the Asset Records form), and the status of that printer changes from Deployed to In Repair, the members of the Finance notification group are notified so they can reroute their print jobs.

Defining groups ! 75


The second type of notification is sent before an asset’s contract expires. For example, if your organization has purchased a Remedy customer support contract, you would enter it in the Support Contract form. If the expiration date is September 8, 2004, you could specify a notification date of September 1, 2004. On September 1, the Remedy Asset Management application would send a notification to the group or person so they can make sure that they renew the contract before it expires.

Notifications are also sent to the inventory group or person responsible for reordering stock when the stock level drops to the set reorder level.

In addition to the default notification groups, you might want to create notification groups that include managers and supervisors, groups that correspond with departments within your organization, or groups defined by location.

There are two types of notification groups:

! Support Notification Group—Used to group support staff for the purpose of assignment. Support staff are typically grouped by location and by skills. For example, the default Support-HW group is a support notification group that is notified of requests for service categorized as hardware issues.

! General Notification Group—General grouping of people used for notifications. This could include people who are notified of reminders. You might want to create general notification groups that include managers and supervisors, groups that correspond with departments within your organization, or groups defined by location.



The default Change Management notification groups that are installed with the application as sample data are shown in the following form.

Figure 4-8: Change Management sample notification groups

Later in the configuration process, you will add members to the notification groups that you create in “Adding people to groups” on page 79.

" To define groups:


2 Select Step 4: Group Definition, and click Configure.

Figure 4-9: Configure Group Definition form

Defining groups ! 77


3 Select the Group Type option to designate the group as either a support notification group or a general notification group.

Note: Support members should be in a support notification group. All other groups (such as managers, supervisors, or departments) should be in a General Notification group.

4 Enter a name for the group in the Group Name field.

5 Assign a unique identification number for the group in the Group ID field.

Do not use any of the assigned group IDs if you installed sample data when you installed the application.

Tip: Click Select Group to view a list of current groups and their Group IDs.


7 Enter information in the optional fields.

8 Click Add.

9 Repeat step (3) through step (8) to configure all the groups in your organization.

10 Unless you need to modify or delete existing groups, click Next to continue with Step 5: Group Population, following the procedure described in “Adding people to groups” on page 79.

" To modify or delete groups:

1 In Remedy Application Configuration, select Step 4: Group Definition, and click Configure.

The Configure Group Definition form appears.

2 Click Select Group.

A list of the existing groups appears.

3 Select the group you want to modify or delete, and click OK.

The information for your selection appears in the Configure Groups form.


! Modify the information for the selected group and click Modify. You cannot modify the Group ID field.

! Click Delete.



Adding people to groups

This configuration step enables you to add people (created in “Configuring people” on page 70) to notification and permission groups (created in “Defining groups” on page 75).

" To add people to groups:

1 In Remedy Application Configuration, select Step 5: Group Population, and click Configure.

The Configure People in Groups form appears.

Figure 4-10: Configure People in Groups form

2 Select the Group Type to which to add people.

The options are:

! Support Notification—Support staff group for assignment. Support staff are typically grouped by location and skill.

! General Notification—Other people in the organization grouped for notification purposes.

! Permission—Defines the access users have within the application.

Adding people to groups ! 79


3 In the Group Name field, select a group to add people to.

The list contains the entries created in “Defining groups” on page 75. This list also contains the groups in the sample data, if you installed sample data when you installed the application.

The Group ID is automatically filled with the selected group’s ID number. The people who are members of the selected group appear in the People in Group table.

4 Click Add.

The Add Person To Group dialog box appears.

a Enter search criteria for the person and click Search.

b Select the person in the Search Results table, and click OK.

The person’s name appears in the People in Group table.

Note: If this person is a member of the service desk staff or management or will be working with the Remedy ITSM applications, or the application administrator, add the person to the corresponding permission group.

5 Assign the person to an application permission group.

a In the Group Type field, select Permission.

b In the Group Name field, select a group.

Application permission groups include:

! APP-Administrator, APP-Management, and APP-Support

! Approval Admin for Remedy Asset Management and Remedy Change Management only

! APP-Purchasing and APP-Receiving for Remedy Asset Management only

! APP-Reporting for Remedy Service Level Agreements only

! Problem Management for Remedy Help Desk only

! RE Definition Author, RE Manual Identification, and RE Operator for Remedy Asset Management and Remedy Help Desk, used during reconciliation of assets.

c Click Add.

The Add Person To Group dialog box appears.

d Enter search criteria for the person and click Search.

e Select the person in the Search Results table, and click OK.

The person’s name appears in the People in Group table.



6 Repeat step (2) through step (4) for all the users who are not required to be members of the permission groups.

7 Repeat step (2) through step (5) for all users who are required to be members of permission groups.

8 Unless you need to delete users from notification groups, click Back To Start to continue the configuration process.

" To delete people from groups:

1 In Remedy Application Configuration, select Step 5: Group Population, and click Configure.

The Configure People in Groups form appears.

2 Select the Group Type from which to delete an entry.

3 In the Group Name field, select the group name that contains the member to delete.

The people who are members of the selected group appear in the People in Group table.


! Select the person to delete from the selected group and click Delete.

! Click Remove All to delete all the members from the group.

Adding people to groups ! 81

Chapter

5
Support-specific configuration tasks
Configuration tasks specific to your support staff include:

! Associating areas of responsibility with support individuals and groups

! Defining the work schedule to determine when the support staff is available

! Configuring the pager interface

All support-specific tasks apply to Remedy Help Desk for the Enterprise and Remedy Change Management for the Enterprise.

If you have installed only Remedy Asset Management for the Enterprise, you will see only the Pager Configuration task on the Support Specifics tab.

Topics include:

! Support-specific configuration overview (page 84)

! Assigning responsibilities to the support staff (page 86)

! Configuring business hours (page 95)

! Assignment process definition (page 101)

! Support staff personal preferences (page 104)

! Configuring command line paging (page 108)

Support-specific configuration tasks ! 83


Support-specific configuration overview

The support-specific tasks involved in configuring the Remedy ITSM applications are designed to make sure that support staff (either groups or individuals) receive notifications of requests for service.

Important: If your installation includes only Remedy Asset Management, you only need to perform the configuration task listed as Step 7: Pager Configuration. Steps 1 through 6 and Step 8 do not apply to Remedy Asset Management.

The most important aspect of the assignment process is making sure that requests are assigned to members of your support staff who possess the proper skills to address and resolve the issues, and that the technicians are located in (or near) the geographic location where the service needs to be performed.

The business models you can use to organize your support staff are:

! As individuals who are assigned service requests

! As members of a support notification group to which requests are assigned

To make sure that your organization’s service requests are handled by support technicians with appropriate skills, you can assign responsibility to support groups or individual members of your support staff based on their skills.

You can further divide assignments by the location associated with the group or individual. You can designate support staff to be responsible for requests ranging from a specific location (for example, Building 2) to a wide area of responsibility (for example, Europe).

If you choose to have your staff organized into groups, requests are assigned to a group, and everyone who is a member of the group is notified. If you choose to have the requests assigned to an individual, only the individual is notified.

If you use a combination of support groups and individuals, you can define the sequence in which notifications are sent by using the Assign To First feature in the Assignment Process Definition form. For more information about this feature, see “Assignment process definition” on page 101.

84 "Chapter 5—Support-specific configuration tasks


Note: It is possible to configure some members of your support staff as members of groups and configure others as individuals. If you choose to combine the two business models within your organization, configure the groups first, and then configure the individuals.

You can use one model for your help desk cases, and another for change requests. For example, you can define a support notification group named Training Support and add support technicians to this group. To configure this group to receive assignments, you would define the categorization with the category set to Training and the type and item fields left blank. All members of this group are notified of all requests that are created using the Training category.

You can further define your assignment process by configuring your support groups or individuals with locations. Using the previous example of a Training Support group, imagine that your company opens a second facility—the original facility is in Boston and the new facility is in London. The Training Support group that was responding to all requests categorized as Training is no longer practical. You could modify the original group to include a location defined with the region set to Boston, and the name modified to Training Support - Boston. You would then create a new group named Training Support - London, add new support technicians to it, and define its region as London. When a training problem is reported to your help desk, the location of the problem is included in the request (in this example, either Boston or London), and the notification is sent to the proper support group.

Now imagine your same company has one person who is responsible for all help desk cases categorized as Employee Services. This individual is notified whenever a help desk case is created using the Employee Services category. The location is not defined, therefore this person is responsible for requests from either Boston or London. Because most of your employee service requests can be handled from a remote location, this is not a problem.

Whichever model you select, you need to associate responsibilities (in the form of categorization and optionally, locations) for various requests with either an individual support person, a support notification group, or both.

Support-specific configuration overview ! 85


Assigning responsibilities to the support staff

This section contains the procedures for assigning areas of responsibility (in the form of categorization and location) to support notification groups and to support individuals.

Your organization can use either of these business models—support groups or individuals—or a combination of the two, but you must make sure that there is a member of your support staff configured to respond to each type of request that comes into your support organization.

Tasks described in this section are performed on the Support Specifics tab of Remedy Application Configuration.

If you use a combination of support groups and individuals, you can define the sequence in which notifications are sent by using the Assign To First feature in Step 5: Define Assignment Process, in Remedy Application Configuration. For more information about this feature, see “Assignment process definition” on page 101.

Assigning responsibilities to support groupsComplete the following procedure to assign skills (areas of responsibility) to the support notification groups that you created in “Defining groups” on page 75.

This group will receive notifications of new (or reassigned) requests for service that are created with matching categorization and locations.



" To assign skills to support groups:


2 Click the Support Specifics tab.

The Remedy Application Configuration Support Specifics tab appears.

Figure 5-1: Remedy Application Configuration Support Specifics tab

Assigning responsibilities to the support staff ! 87


3 Select Step 1: Group Support Staff Skills, and click Configure.

The Configure Group Skills form appears.

Figure 5-2: Remedy Application Configuration Configure Group Skills form

4 Click the Show a Group’s Skills tab.

5 From the Group Name list, select the support group to which you want to assign skills.

The Group Name list contains the support groups that you created in “Defining groups” on page 75. Additionally, this list might contain default groups if you installed sample data when you installed the application.



6 Click Add.

The Area of Responsibility dialog box appears.

Figure 5-3: Area of Responsibility dialog box

7 Select the module where this skill and group are to be associated.

Note: The term “module” refers to the Help Desk Cases or Change Tasks modules of Remedy Help Desk. It also refers to Change Requests, if Remedy Change Management is installed.

You can configure a support technician with different skills for different modules.

8 Select the Scope (of categorization) for this skill/group/module combination.

For example, if you select All Categories in the Scope field, the selected group is notified of all requests for the selected module regardless of the categorization.

You can limit the types of requests that this group is responsible for by selecting Specific Category and then defining the categorization as follows:

a Select the category of requests that this group is responsible for.

The category list contains the categories that you entered in “Creating categorizations” on page 64.

b Optionally, further define the requests this group is notified of by selecting a type and an item.

Note: If you specify a category and type, and leave the Item field blank, the group is notified of all requests categorized with this category and type regardless of what the Item field is set to.



9 Similarly, select the Scope (of location) for this skill/group/module combination.For example, if you select the All Locations in the Scope field, the selected group is notified of all requests for the selected module and categorization regardless of the location.

You can limit the types of requests that this group is notified of by selecting Specific Location, and then defining the location of requests for which they should be notified.

a Select the region that this group is responsible for.

The region list contains the regions that you entered in “Configuring locations” on page 62.

b Optionally, further define the requests this group is responsible for by selecting a site and department.

Note: If you specify a region and leave the Site and Department fields blank, the group is responsible for all requests that come from the matching region, regardless of what the Site and Department fields are set to.

10 Click Add.

11 Repeat step (7) through step (10) for each of the remaining modules (or applications) for which you want the selected group to be responsible.

12 Repeat step (5) through step (10) for each of the remaining groups to which you want to assign skills.

Note: You can verify that all your support groups have been assigned skills by clicking the Show Groups Without Skills tab. Any groups that appear in this list still need to be assigned skills. You can use the Show All Groups With Skills and Show People in Group tabs to review the corresponding information.

13 Unless you need to remove existing group skills, click Next to continue with Step 2: Individual Support Skills, following the procedure in “Assigning responsibilities to support individuals” on page 91.

" To delete skills from support groups:

1 In Remedy Application Configuration, click the Support Specifics tab.

2 Select Step 1: Group Support Staff Skills, and click Configure.

The Configure Group Skills form appears.

3 Click the Show All Groups with Skills tab.



4 From the Module list, select the module that contains the skill you want to delete.

A list of groups and skills appears in the table.

5 Select the skill you want to delete from its group.

6 Click Delete.

Assigning responsibilities to support individualsComplete the following procedure to assign skills (areas of responsibility) to the support individuals that you configured in “Configuring people” on page 70. This person will receive notifications of new (or reassigned) requests for service that are created with matching categorization and locations.

If you use a combination of support groups and individuals, you can define the sequence in which notifications are sent by using the Assign To First feature in Step 5: Define Assignment Process. For more information about this feature, see “Assignment process definition” on page 101.

" To assign skills to support individuals:





3 Select Step 2: Individual Support Staff Skills, and click Configure.

The Configure Individual Skills form appears.

Figure 5-4: Configure Individual Skills form

4 Click the Show a Person’s Skills tab.

5 In the Full Name field, select the person to whom you want to assign skills.

The full name list contains any default users and the people who you configured as support staff members in “Configuring people” on page 70.



6 Click Add.

The Area of Responsibility dialog box appears with the name of the selected person in the Add Skill to field.

Figure 5-5: Area of Responsibility dialog box

7 In the Module field, select the desired module (or application).

8 Select the Scope (of categorization) for this skill/person/module combination.

For example, if you select All Categories in the Scope field, the selected person is notified of all requests for the selected module regardless of the categorization.

You can limit the types of requests that this person is responsible for by selecting Specific Category and then defining the categorization as follows:

a Select the category of requests that this person is responsible for.

This category list contains the categories that you entered in “Creating categorizations” on page 64.

b Optionally, further define the requests this person is notified of by selecting a type and item.

Note: If you specify a category and type, and leave the Item field blank, the person is notified of all requests categorized with this category and type regardless of what the Item field is set to.



9 Similarly, select the Scope (of location) for this skill/person/module combination.

For example, if you select the All Locations in the Scope field, the selected person is notified of all requests for the selected module regardless of the location.

You can limit the requests that this person is notified of by selecting Specific Location, and then defining the location of requests for which they should be notified.

a Select the region that this person is responsible for from the Region list.

This list contains the regions that you entered in “Configuring locations” on page 62.

b Optionally, further define the requests that this person is responsible for by selecting a site and department.

Note: If you specify a region and leave the Site and Department fields blank, the person is responsible for all requests that come from the matching region, regardless of what the Site and Department fields are set to.

10 Click Add.

11 Repeat step (7) through step (10) for each of the remaining modules for which you want the selected person to be responsible.

12 Repeat step (5) through step (10) for each of the remaining people to whom you want to assign skills.

Note: You can verify that all your support individuals have been assigned skills (or made a member of a support group which has been assigned skills) by clicking the Show People Without Skills tab. Any person who appears in this list still needs to be assigned skills.

13 Unless you need to remove existing skills from an individual, click Next to continue with Step 3: Business Hours Workdays, following the procedure described in “Configuring business hours” on page 95.

" To delete skills from support individuals:


2 Select Step 2: Individual Support Staff Skills, and click Configure.

The Configure Individual Skills form appears.

3 Click the Show All People with Skills tab.



4 From the Module list, select the module that contains the skill you want to delete.

A list of people and skills appears in the table.

5 Select the skill you want to delete from its person.

6 Click Delete.

Configuring business hours

The Remedy ITSM applications, with the exception of Remedy Service Level Agreements, reference a master schedule used to calculate when to escalate a request, to calculate the time a request is open, and to make sure that support groups or individuals are available before sending notifications of assignments to them.

Two forms store this information:

! Configure Business Workdays—Stores the day-to-day availability of each of your support groups and individuals, and a record of your company’s master schedule (this includes the organization’s business hours and holidays). Additionally, it contains the hours the groups and individuals are available on each day.

! Configure Business Holidays—Stores the holidays that are observed by your organization’s support staff. Holidays can be individually configured for each support group and individual.

You can also create a master entry for your company’s business hours and business holidays in these forms. This will eliminate the need to configure this information repeatedly for each support group and individual.

Note: After creating an entry for your company in these two forms, you must specify that you want to use the company schedule by entering the company tag name in the Business Hours Tag field in the Help Desk Settings form (described in “Help Desk Settings task” on page 182) and the Change Tasking Settings or Change Management Settings form (described in “Change Management Settings task” on page 157).

Workday business hoursComplete the following procedure to define the days and hours each support group and individual is available.

Configuring business hours ! 95


" To create workday definitions:



3 Select Step 3: Business Hours Workdays.

4 Click Configure.

The Configure Business Workdays form appears.

Figure 5-6: Configure Business Workdays form

5 In the Workdays For field, select Support Person, Support Group, or other.

The entries for your selection are added to the list for the Tag field.

6 In the Tag field, select the group or person for whom you want to define a work schedule, or type your company’s name to create an entry for your master schedule.

The Tag field lists contain the entries you made in “Defining groups” on page 75 and “Configuring people” on page 70.



7 In the Open Time and Close Time fields, enter the starting time and ending time (availability) for this group or person for each day of the week.

You must specify the business time availability within a 0 to 24-hour range; that is, the availability cannot cross midnight. If it does (for example, if the availability is 10:00 p.m. to 6:00 a.m.), or if the client business time is in a different time zone from the server, you must specify a value for Offset Hours.

8 Use the Offset Hours field, if necessary, to adjust the availability so that the AR System server can perform its calculations accurately.

For guidelines on specifying Offset Hours and adjusting your business time availability, see “Entering an offset value for business time calculations” on page 98.

9 In the optional Help Text field, enter a description of the rules you used to set the offset value and the adjusted business times.

10 Click Add.

11 Repeat step (5) through step (10) as needed for each support staff individual or group.

12 Unless you need to remove or modify workday definitions, click Next to continue with Step 4: Business Hours Holidays, and follow the procedure described in “To create holiday definitions:” on page 100.

" To modify or delete workday definitions:


2 Select Step 3: Business Hours Workdays.

3 Click Configure.

The Configure Business Workdays form appears.

4 Select the Support Person or Support Group option.

5 In the Tag field, select the person or group for whom you want to delete or modify a workday schedule.


! Modify the time this person or group is available, and then click Modify.

! Click Delete.



Entering an offset value for business time calculationsYou must set business time (Open Time and Close Time) and the offset hours values correctly so that the AR System server can calculate accurately. The AR System server calculates business time and requires the availability to fall within a 0 to 24-hour range. You use the Offset Hours value to adjust the business time values into the 0 to 24-hour range and to tell the server how you made your adjustments. Any adjusted range defined with the Offset Hours value is valid as long as it falls into a single 0 to 24-hour range.

Make sure to specify an offset value and adjust your business time availability, if necessary, under the following circumstances:

! If your availability does not fall into a 0 to 24-hour range (for example, if your Open Time is before midnight and your Close Time is after midnight)

! When your clients and the AR System server are in different time zones (requires an offset value, but doesn’t always require adjusted business times)

! A combination of these two

The offset value is subtracted from the timestamp of a request in the form $TIMESTAMP$ - <offset_value>. Use the following formulas to specify an offset value and adjusted business time, if necessary:

<Open_Time> + <offset_value> = <adjusted Open_Time><Close_Time> + <offset_value> = <adjusted Close_Time>

Consider the following scenarios for deciding whether to specify a value for Offset Hours and whether to adjust your business time hours:

! If the clients and the AR System server are in the same time zone and the business hours do not cross midnight, enter the actual Open Time and Close Time (for example, 2:00 p.m. and 10:00 p.m.), and enter 0 or nothing for Offset Hours.

! If the clients and the AR System server are in the same time zone, and the business hours cross midnight, specify an offset value and use the formulas to adjust the availability into the 24-hour range. Enter the adjusted times into the Open Time and Close Time fields.



! If the business time availability applies to a different time zone from the AR System server’s time zone and the availability does not cross midnight, enter the actual business time availability and calculate the offset based on the following scenario. For example, a support group’s availability is from 9:00 a.m. to 5:00 p.m., and its AR System server is in a time zone 9 hours away:

! If the server time is ahead of the client's by 9 hours, enter 9:00 a.m. for Open Time, 5:00 p.m. for Close Time, and 9 for Offset Hours.

! If the server time is behind the client's by 9 hours, enter 9:00 a.m. for Open Time, and 5:00 p.m. for Close Time, and -9 for Offset Hours.

! If the business time availability applies to a different time zone from the server's time zone and the availability crosses midnight, enter adjusted business time values and an offset value based on the following scenario. For example, the support group’s availability is from 9 p.m. to 6 a.m. (crossing midnight). Enter the business time hours and the offset value based on the following calculations:

a If the server time is ahead of the client's by 3 hours, make a note of the time zone difference (3 in this case). Call this value #1.

If the server time falls behind the client time by 3 hours, use -3.

b Choose a value to adjust the 9 p.m. - 6 a.m. into 24-hour range. For example, you can pick 4 or - 7. Call the offset value #2.

c Enter the adjusted hours from step b into the Open Time and Close Time fields. For example, if you choose 4 as your offset value, enter 1:00 a.m. - 10:00 a.m in the Open Time and Close Time fields. If you choose -7, enter 2:00 p.m. - 11:00 p.m. in the Open Time and Close Time fields. The offset value of either 4 or -7 adjusts your open time to 9:00 p.m. - 6:00 a.m.

d Add #1 and #2 and enter the result into the Offset Hours field.

If #2 is 4, adding #1 and #2 gives you 3 + 4 = 7. If #2 is -7, adding #1 and #2 gives you 3 - 7= -4.

Important: If your open or close time is exactly 12:00 midnight, you must enter a value of 11:59 p.m.

Holiday hoursComplete the following procedure to define the holidays when each support group and individual will not be available.



" To create holiday definitions:



3 Select Step 4: Business Hours Holidays, and click Configure.

The Configure Business Holidays form appears.

Figure 5-7: Configure Business Holidays form

4 In the Holidays for field, select Support Person, Support Group, or other.

The entries for your selection are added to the list for the Tag field.

5 In the Tag field, select the group or person for whom you want to define a holiday schedule, or type your company’s name to create an entry for your master schedule.

The group and person lists contain the entries you made in “Defining groups” on page 75 and “Configuring people” on page 70.

6 Type the holiday dates for this person or group.

Separate multiple dates with semicolons (;) or by pressing the ENTER key.

7 Click Add.



8 Repeat step (4) through step (7) as needed for each support staff individual or group.

9 Unless you need to remove or modify holiday definitions, click Next to continue with Step 5: Define Assignment Process, following the procedure described in “Assignment process definition” on page 101.

" To modify or delete holiday definitions:


2 Select Business Hours Holidays, and click Configure.

The Configure Business Holidays form appears.

3 Select the Support Person or Support Group option.

4 In the Tag field, select the person or group for whom you want to modify or delete a holiday schedule.


! Modify the dates this group or person observes holidays, and then click Modify.

! Click Delete.

Assignment process definition

This option enables you to define how the assignment process works for each of the different modules or applications. You can define whether skills and work schedules will be taken into account, the default assignee, whether support notification groups or individuals are given assignment priority, and whether availability settings are overridden.

" To modify assignment processes:

Note: You cannot currently add new Assignment Processes. You can only modify existing Assignment Processes.



Assignment process definition ! 101


3 Select Step 5: Define Assignment Process, and click Configure.

The Configure Assignment Process form appears.

Figure 5-8: Configure Assignment Process form

4 Click Select Process.

The Select Process dialog box appears.

5 Select Change Process, Help Desk Process, or Task Process, and click OK.

The information for the selected process appears in the Assignment Process Definition form.



6 Modify any of the following information:

a Enter a name for the process in the Process Name field.

b Enter a description of the process in the Process Description field.

c Select the form for which this process is valid from the Form list.

d In the Default Assignee field, enter the name of the default individual to whom requests should be assigned if no matches are found, or click Find Default Person to search for a person.

e If you selected Help Desk Process in step (5), Problem Group field appears. Select the group you want assigned to problem cases.

Help Desk cases that have Problem in the Case Type field are assigned to the group specified in this field. If this field is left blank, the normal auto-assignment process will occur.

f In the Check field, select what to check for this process.

The options are:

! Skills Only—Checks the Skill Settings section in this form to determine whether auto-assignment should first check to see if there is a group or an individual responsible for a request with matching skills (determined by categorization and location).

! Skills and Availability—Checks the Skill Settings and the Availability Settings in this form to determine which group or individual should receive assignment of a request.

g In the Assign To First field, prioritize the assignment by selecting Group or Individual.

! If you select Group, auto-assignment checks the support groups before it checks the support individuals for matching skills.

! If you select Individual, auto-assignment checks the support individuals before it checks the support groups for matching skills.

h To override the settings configured in “Workday business hours” on page 95 and “Holiday hours” on page 99, select Yes or No in the Availability Settings fields.

The options are:

! Ignore Company Holidays?

! Ignore Individual Holidays?

! Ignore Work Schedule?

! Ignore Weekends?

Assignment process definition ! 103


7 Click Modify.

Click Next to continue the configuration procedure with Step 6: Support People Personal Preferences.

Support staff personal preferences

You can configure a number of preferences for each member of your support staff to customize the way the application responds to certain actions from within the support console. The preferences also include the type of paging being used and the criteria for sending a page.

Members of your support staff can also modify their personal preferences from the Personal Preferences in the Remedy Help Desk and Remedy Change Management applications.

The Configure Personal Preferences form is used for setting these preferences. This form contains three tabs:

! General—These preferences determine what appears when a support technician or manager clicks New Request or Search For Request from the support management view of the support console.

The options are described in step (6) and step (7) of the “To create support staff personal preferences:” procedure.

! Change Tasking—These preferences enable you to define the type of paging used and the criteria for sending a page to support technicians responsible for responding to help desk cases, change requests, and change tasks.

! Help Desk—These preferences enable you to define the type of paging used and the criteria for sending a page to support technicians responsible for responding to help desk cases.

" To create support staff personal preferences:





3 Select Step 6: Support People Personal Preferences, and click Configure.

The Configure Personal Preferences form appears.

Figure 5-9: Configure Personal Preferences form


5 In the Login Name field, enter the user’s login name, or click Select Preference for a list of login users.

6 In New Request Action field, select an action for new requests.

These actions control what happens when the person specified in step (5) clicks New Request in the support or management consoles. The options are:

! Open Front Line Support Dialog—Opens an intermediate form that enables the support technician (or manager) to enter a minimum amount of information and then uses the summary definitions (configured in “Cost Categorization task” on page 166) to determine if the request should be routed to change tasking or help desk.

! Open Help Desk Module—Opens the Help Desk form (this requires that the Help Desk application be installed).

! Open Change Tasking Module—Opens the Change Tasking form.

! Open Selection Dialog—Opens a dialog box where this person can select the module to open. This is the default setting.

Support staff personal preferences ! 105


7 In the Search For Request Action field, select an action for search requests.

These actions control what happens when this person clicks Search For Request in the support or management consoles. The options are:

! Open Help Desk Module—Opens the Help Desk form (this requires that the Help Desk application be installed).

! Open Change Tasking Module—Opens the Change Tasking form.

! Open Selection Dialog—Opens a dialog box where this person can select the module to open. This is the default setting.

8 If the person specified in the Login Name field is responsible for implementing change tasks and wants to be notified by pager, click the Change Tasking tab.

Figure 5-10: Configure Personal Preferences form

a In the Paging Type field, select either Command Line or Email.

If this person uses email paging, user-specific paging information must also be configured on the Pager tab of the Configure People form, as defined in “Configuring people” on page 70.

If this person uses command line paging, you must also configure the associated third-party software in the Configure Pager Vendor form, as described in “Configuring command line paging” on page 108.

b In the Priority field, select the priority level for sending a page.

A page is sent to this person when the priority level for a change request is equal to or greater than the priority selected in this field.



c Select the conditions under which you want the page sent from the options in the paging criteria section. The options are:

! Always?—If Always is selected, a page is sent when a change request matches the skills and location configured for this person.

! For Escalated Calls?—If Escalated Calls is selected, a page is sent to this person when an assigned change request is escalated. The default escalations are described in “Change Management Escalations task” on page 155.

! For Hotlist?—If VIP Requests is selected, a page is sent when a change request assignment for this person originates from a customer on the VIP list, as defined in “Configuring people” on page 70.

9 Click Add.

" To modify and delete support staff personal preferences:


2 Select Step 6: Support People Personal Preferences, and click Configure.

The Configure Personal Preferences form appears.


4 Click Select Preference.

A list of the preferences you defined (and the sample preferences if you installed sample data when you installed the application) appears.

The information for the selected preferences appears in the Configure Personal Preferences form.

5 Select the preference you want to delete or modify.

The information for the selected preferences appears in the Configure Personal Preferences form.


! Modify the preference, and then click Modify.

! Click Delete.

Support staff personal preferences ! 107


Configuring command line paging

The Remedy ITSM applications, with the exception of Remedy Service Level Agreements, support two types of pager interfaces:

! command line paging—This type of paging integrates with third-party paging software, and is covered in this section of the manual.

! Email paging—This type of paging requires an entry in the Setup People form (described in “Configuring people” on page 70) and the Paging Type fields under the Change Tasking and Help Desk tabs of the Configure Personal Preferences form (described in “Support staff personal preferences” on page 104).

The Remedy applications support many popular brands of paging software. Sample configurations are provided for Telamon and Airpro, but you are not limited to these two.

The Configure Pager Vendor form, which is opened from Step 7: Pager Configuration on the Support Specifics tab, is used to configure command line pager support. This form stores data associated with each brand of paging software you are using. This information is used with user-specific information stored in the Configure Personal Preferences form (described in “Support staff personal preferences” on page 104) and the Configure People form (described in “Configuring people” on page 70).

The command line configuration requires that you define a command to run, and define the following arguments:

! PIN (Personal Identification Number)

! Pager Provider

! Message

! Phone Number

! Optional Argument 1

! Optional Argument 2

Each argument is represented by a flag that you set in the six Pager Command Flags fields (refer to your pager software vendor’s documentation for information about specific command flags). These flags correspond to a data entry in the Configure People form for the recipient of the page.



Flags that precede arguments (for example, “-p”, “/p”, or “p”) are optional, but they trigger the use of the arguments. Therefore, arguments without flags that you want included on the command line must have a space typed (by pressing the space bar) in the flag field. If it is blank, then the value of the PIN will not be obtained from the Configure People form for inclusion on the command line.

Telamon command line exampleThe following is an example of a command line for Telamon that is generated by the entries shown on the forms in the following examples:

Figure 5-11: Telamon command line

This example requires that the Configure Pager Vendor form has the following entries:

Figure 5-12: Configure Pager Vendor form

PIN flagPath to executable Pager provider flag Pager provider

PIN numberMessageMessage flag

c:\telalert\telalert.exe -c SkyTelInetTwoWayTextPager -pin 050877-m "Case HPD000000000001 has been assigned to you"

Configuring command line paging ! 109


This example also requires that the Configure People Definition form has the following entries on the Pager tab:

Figure 5-13: Remedy Application Configuration - Configure People Definition dialog box

The message (“Case HPD000000000001 has been assigned to you”) is constructed by the workflow and appended to the command line.

Airpro command line exampleThe following is an example of a command line for Airpro:

Figure 5-14: Airpro command line

Message flagPath to executable Message

c:airpro\cmdwiz.exe Demo;Case HPD000000000002 has been assigned to you



This example requires that the Configure Pager and Configure People Definition forms contain the entries shown in “Airpro command line example.”

Since there are no flags for the Airpro command line, a semicolon (;) is placed between two data values with the last being the message (“Case HPD000000000002 has been assigned to you”). The message is constructed by workflow and appended to the command line.

" To configure pager vendors:



Form Field Entry

Configure Pager Software Vendor airpro

Executable Path c:airpro\cmdwiz.exe

Message Flag ;

Optional Flag1 Press the space bar to type a blank space.

Configure People Definition Pager Software airpro

Optional Parameter1 Demo

Configuring command line paging ! 111


3 Select Step 7: Pager Configuration, and click Configure.

The Configure Pager Vendor form appears.

Figure 5-15: Configure Pager Vendor form


If you are using paging software from Telemon or Airpro:

a Click Select Pager Vendor.

b Select airpro or telamon, and click OK.

If you are using paging software from another vendor:

a Enter the name of the vendor of your pager’s software in the Software Vendor field.

b Enter the executable path and name to the pager software in the Executable Path field.

c Enter any applicable flags as described in the vendor’s documentation in the flag fields.

5 Click Add.


Chapter

6
Configuring addresses
Address information for Remedy ITSM applications is added on the Address tab of Remedy Application Configuration. This tab contains three optional configuration steps that ensure consistency and simplify the configuration of addresses associated with each person in your organization. The entries made in these tasks are available to the application administrator from the lists in the Address Tab of the Configure People form.

These tasks apply to Remedy Help Desk for the Enterprise, Remedy Change Management for the Enterprise, and Remedy Asset Management for the Enterprise.

Topics include:

! Configuring countries (page 114)

! Configuring states and provinces (page 116)

! Configuring postal codes (page 118)

Configuring addresses ! 113


Configuring countries

A list of countries is included as part of the sample data available as an installation option. The default entries use ISO3166 country codes (also used in Internet domains). If you install the sample data, you should find all the world’s countries contained in the country list.

You might want to delete or modify countries in the list. For example, if you have no business contacts in Antarctica, you could either delete the entry, or you could modify its status to Not Used. If you delete an entry, you will need to recreate it if you need it in the future. If you modify the status it is easier to reinstate the country later by changing the status back to Current.

The entries made in this procedure are available to the application administrator from the Country list in the Address Tab of the Person Information form.

" To configure countries:


2 Click the Address tab.

The Address tab of Remedy Application Configuration appears.

Figure 6-1: Remedy Application Configuration, Address tab

114 "Chapter 6—Configuring addresses


3 Select Step 1: Country, and click Configure.

The Configure Country form appears.

Figure 6-2: Remedy Application Configuration, Configure Country form

4 Click Select Country.

The Select Existing Country dialog box appears.

Note: You can click Add to add a new country.

Configuring countries ! 115


5 To limit your search, enter partial information in the Country Code or Country Name fields.

For example, if you type the letter n in the Country Name field, and click Search, only those countries whose names begin with the letter N appear in the Search Results.

Figure 6-3: Country search criteria form

6 Select the country to modify or delete, and then click OK.

The information for the selected country appears in the Configure Country form.


! Modify any of the fields, and then click Modify.

! Click Delete.

8 Click Next to continue with Step 2: State and Province.

Configuring states and provinces

Configuring states and provinces (or any other country subdivision) is similar to configuring countries. If the Enforce State/Prov option is set to Yes for any country (it is set to Yes by default for the United States in the sample data) in the Configure Country form, you must complete this procedure to add items to the State/Prov list in the Configure People form.



" To add states and provinces:



3 Select Step 2: State and Province, and click Configure.

The Configure State/Province form appears.

Figure 6-4: Remedy Application Configuration, Configure State/Province

4 Select or enter the country code for the country for which you want to define states or provinces.

5 Enter a code for the state or province in the State/Province Code field.

Use the official postal abbreviation for the state or province if you know it.

6 Enter the name of the state or province in the State/Province Name field.

7 Select Current for the Status.

8 Click Add.

9 Repeat step (4) through step (8) for each state or province to add.

10 Click Next to continue to Step 3: Postal Codes.

" To modify or delete states or provinces:

1 In Remedy Application Configuration, click the Address tab.

2 Select Step 2: State and Province, and click Configure.

The Configure State/Province form appears.

Configuring states and provinces ! 117


3 Click Select State.

The Select Existing State/Province dialog box appears.

Click Search to find all the states and provinces included in the sample data, or enter partial information in any field to limit your search, and then click Search.

4 Select the state or province to modify or delete, and then click OK.

The information for the selected state or province appears in the Configure State/Province form.



! Click Delete.

Configuring postal codes

The entries made in this procedure are available to the application administrator from the Postal Code list on the Address Tab of the Configure People form.

" To add postal codes:





3 Select Step 3: Postal Codes, and click Configure.

The Configure Postal Codes form appears.

Figure 6-5: Remedy Application Configuration, Configure Postal Codes

4 In the Country Code field, select the country for which you want to define postal codes, or click Select Postal Code to search for the country.

5 Enter a postal or ZIP code in the Postal/Zip Code field.

6 Enter the common form of the city in the City Name field.

7 Enter the preferred city name in the Preferred City Name field.

This enables you to make multiple entries for the same city, if that city is known by more than one name. By doing this, the user can match their city by either entry. For example, for a ZIP code of 90028, and a country code of U.S., you might make two entries: one for Hollywood and another for Los Angeles.

Both entries would have the name of Los Angeles as their Preferred City Name. However, when searching on Postal Code 90028 (with the Postal Stem Match field set to 5 in the Configure Country form for the United States) the system would display a selection list. However, this double entry would validate the user’s entry for the city.

Note: This form allows duplicate entries by Country Code and Postal/Zip Code combinations to accommodate two or more places that share the same postal code. You can use duplicates when necessary, but excessive duplication will result in long selection lists. Make sure that duplicates are used only when it makes sense for the user to have to choose the appropriate entry.

Configuring postal codes ! 119


8 Select Current for the status.

9 Click Add.

" To modify or delete postal codes:

1 In Remedy Application Configuration, click the Address tab.

2 Select Step 3: Postal Codes, and click Configure.

The Configure Postal Code form appears.

3 Click Select Postal Code.

The Select Existing Postal Code dialog box appears.

Click Search to find all the postal codes, or enter partial information in any field to limit your search, and then click Search.

4 Select the postal code that you want to modify or delete, and then click OK.

The information for the selected postal code appears in the Configure Postal Code form.



! Click Delete.


Chapter

7
Advanced configuration tasks
Configuration data and optional sample data is added to Remedy ITSM applications, modules, and forms during installation. Using configuration tasks on the Advanced tab of Remedy Application Configuration, you can customize the Remedy ITSM applications, modules, and forms.

Topics include:

! Advanced configuration overview (page 122)

! Remedy Help Desk advanced tasks (page 122)

! Remedy Change Management advanced tasks (page 123)

! Remedy Asset Management advanced tasks (page 123)

! Advanced configuration tasks (page 124)

Advanced configuration tasks ! 121


Advanced configuration overview

Your list of advanced configuration settings can vary, depending on which Remedy ITSM applications you have installed. To view the list of advanced tasks in alphabetical order in Remedy Application Configuration, click the Configuration Settings column heading on the Advanced tab.

The following figure shows the Advanced tab of Remedy Application Configuration for an installation of the entire Remedy ITSM suite of applications.

Figure 7-1: Remedy Application Configuration - Advanced Tab

Remedy Help Desk advanced tasks

The Advanced tab of Remedy Application Configuration contains tasks for the Remedy ITSM applications that you have installed. If your installation includes Remedy Help Desk, you will have the following advanced configuration tasks:

! “Asset Deletion task” on page 129

! “Asset Inventory Settings task” on page 134

! “Asset Reconciliation Configuration Console task” on page 138

! “Asset Reorder Level and Lead Time Specification task” on page 138

122 "Chapter 7—Advanced configuration tasks


! “Change Tasking Escalations task” on page 159

! “Change Tasking Settings task” on page 159

! “Company and Contact Configuration task” on page 161

! “Configure Survey Questions task” on page 165

! “Cost Centers task” on page 169

! “Define Summary Definitions task” on page 177

! “Help Desk Escalations task” on page 180

! “Help Desk Settings task” on page 182

! “Predefined Task Templates task” on page 186

Remedy Change Management advanced tasks

If your installation includes Remedy Change Management, you will have the following advanced configuration tasks:

! “Change Approvals” on page 140

! “Change Approvals, Non-emergency Changes task” on page 144

! “Change Management Escalations task” on page 155

! “Change Management Settings task” on page 157


! “Cost Categorization task” on page 166


! “Define Summary Definitions task” on page 177

! “Predefined Change Templates task” on page 183

! “Predefined Task Templates task” on page 186

! “TCO Define Cost Rates task” on page 190

Remedy Asset Management advanced tasks

If your installation includes Remedy Asset Management, you will have the following advanced configuration tasks:

! “Asset Approval Process for Configurations task” on page 124 (new for Remedy Asset Management)

! “Asset Contract Categorization task” on page 127

Remedy Change Management advanced tasks ! 123


! “Asset Deletion task” on page 129

! “Asset Depreciation Criteria Configuration task” on page 130

! “Asset Down Status task” on page 132

! “Asset Management Settings task” on page 134

! “Asset Notifications Configuration task” on page 135

! “Asset Reconciliation Configuration Console task” on page 138

! “Asset Reorder Level and Lead Time Specification task” on page 138

! “Charge-back Time Periods task” on page 159


! “Cost Categorization task” on page 166


Advanced configuration tasks

Configuration tasks are organized alphabetically to correspond with the tasks available from the Advanced tab in Remedy Application Configuration. Configuration tasks are listed for all Remedy ITSM applications. If you have not installed the entire suite, some of the advanced configuration tasks will be unavailable, and therefore not applicable to your installation.

Asset Approval Process for Configurations taskThe Asset Approval Process for Configurations configuration task applies only to Remedy Asset Management. It does not apply to the Asset Inventory module of Remedy Help Desk.

This configuration task specifies which notification groups and contacts will be notified for approving configuration catalog modifications and additions. If Remedy Change Management is installed, you can also specify the change request template.

" To configure the asset approval process for configurations:





3 Select Asset Approval Process for Configurations, and click Configure.

The Configure Approval Process for Configurations form appears.

Figure 7-2: Configure Approval Process for Configurations Form

4 Enter the group and contact to send asset configuration changes to for approval.

a In the Notification Group field, enter the group to notify or press ENTER to search from the notification groups you added following the procedure described in “Defining groups” on page 75.

b In the Notification Contact field, enter the login name of the user to notify or press ENTER to search from users you added following the procedure described in “Configuring people” on page 70. You can also click View to add a user to notify.

c If Remedy Change Management is installed, select which change request template will be used for generating a change request.

5 Click Add.

" To modify the asset approval process for configurations:

1 In Remedy Application Configuration, click the Advanced tab.

2 Select Asset Approval Process for Configurations, and click Configure.



3 Click Show Current Settings.

The current notification group and user appears in the Configure Approval Process for Configurations form.

Figure 7-3: Configure Approval Process for Configurations

4 Modify the group and contact to send asset configuration changes to for approval.

a In the Notification Group field, enter the group to notify or press ENTER to search from the notification groups you added following the procedure described in “Defining groups” on page 75.

b In the Notification Contact field, enter the login name of the user to notify or press ENTER to search from users you added following the procedure described in “Configuring people” on page 70. You can also click View to add a user to notify.

c If Remedy Change Management is installed, select the change request template to be used for generating a change request. The list for this field contains the items you added following the procedure in “Predefined Change Templates task” on page 183.

5 Click Modify.



Asset Contract Categorization taskThe Asset Contract Categorization configuration task applies only to Remedy Asset Management. It does not apply to the Asset Inventory module of Remedy Help Desk.

This configuration task enables you to configure the contract terms for a predefined type of contract.

" To configure asset contract categorizations:



3 Select Asset Contract Categorization, and click Configure.

The Configure Asset Contract Categorization form appears.

Figure 7-4: Configure Asset Contract Categorization Form

4 In the Contract Types field, select the type of contract for which you want to specify the terms.

5 In the Contract Terms field, enter or select the terms for this type of contract.

6 Click Add.

" To modify or delete asset contract categorizations:


2 Select Asset Contract Categorization, and click Configure.

The Configure Asset Contract Categorization form appears.

3 Click Select Terms.



4 In the Select Existing Contract dialog box, select the type of contract, select the contract terms, and click OK.

The selected contract information is added to the form.


! Enter new information in the Contract Terms field, and click Modify.

! Click Delete to delete the asset contract category.



Asset Deletion taskThe Asset Deletion configuration task applies only to Remedy Asset Management and the Asset Inventory module of Remedy Help Desk.

Use the following procedure to remove duplicate asset records or asset records manually set to Delete status. Duplicate asset records result from manually entering assets into the system before implementing them in a network environment, and then having them automatically entered by a discovery service.

" To delete reconciled asset entries:



3 Select Asset Deletion, and click Configure.

The Delete Assets form appears.

Figure 7-5: Delete Assets Form

4 Click List of Assets to Delete.

A list of all entries that have been marked for deletion appears.

5 Select an entry and click OK.



Asset Depreciation Criteria Configuration taskThe Asset Depreciation Criteria Configuration task applies only to Remedy Asset Management. It does not apply to the Asset Inventory module of Remedy Help Desk.

This configuration task enables definition of the default depreciation method to be used for a specific asset categorization, including asset type, CTI, and Region.

" To configure depreciation criteria for a category of assets:



3 Select Asset Depreciation Criteria Configuration, and click Configure.

The Configure Depreciation Criteria form appears.

Figure 7-6: Configure Depreciation Criteria Form



4 Enter the following categorization information to define a category of assets.

Tip: You must enter information in at least one of the fields in this step.

a In the Asset Type field, select the asset type this criteria depreciation is for.

b In the Primary Capability list, select a primary capability.

c In the Category, Type, and Item fields, optionally enter or select information to define the categorization.

d In the Region field, optionally enter or select a region.

5 In the Status field, select Active or Inactive for this depreciation criteria.

6 In the Method field, select the depreciation method to use for this category of assets. For more information about depreciation methods, see the Remedy Asset Management for the Enterprise User’s Guide.

7 In the Useful Life (months) field, enter the number of months this category of assets is expected to be in use.

8 In the Salvage Value % (% of Purchase Cost) field, optionally enter the estimated percentage of the total purchase cost that this category of assets will realize at the end of its useful life.

9 Click Add.

" To modify or delete depreciation criteria for a category of assets:


2 Select Asset Depreciation Criteria Configuration, and click Configure.

3 Click Select Depreciation Criteria.



4 In the Select Depreciation Criteria dialog box, select a category of assets to modify or delete, and click OK.

The category of assets appears in the Configure Depreciation Criteria form.

Figure 7-7: Configure Depreciation Criteria Form


! Edit any of the fields and click Modify.

! Click Delete to delete the category of assets.

Asset Down Status taskThe Asset Down configuration task applies only to Remedy Asset Management. It does not apply to the Asset Inventory module of Remedy Help Desk.

This configuration task enables you to specify the outage definition for each asset status. You can configure the asset status so when users set the asset status to Down, a message will appear asking them if they want to add a description to the outage log. No action is performed for an asset status with a definition of Up.



" To add asset down status definitions:



3 Select Asset Down Status, and click Configure.

The Configure Asset Down Status form appears.

Figure 7-8: Configure Asset Down Status Form

4 In the Asset Status field, select the asset status for which to define the outage definition.

5 In the Outage Definition field, select Down.

6 Click Add. This adds an outage definition for the specified asset status.

7 Repeat the procedure to add outage definitions for each additional asset status setting.

" To modify or delete asset down status definitions:


2 Select Asset Down Status, and click Configure.

The Configure Asset Down Status form appears.

3 Click Select From Existing Definition.

4 In the Select Existing Definition dialog box, select an asset status, and click OK.

The selected asset status definition is added to the form.


! Enter a different value in the Outage Definition field, and click Modify.

! Click Delete to delete the outage definition.



Asset Inventory Settings taskSee “Asset Management Settings task” on page 134.

Asset Management Settings taskThe Asset Management Settings configuration task applies only to Remedy Asset Management and the Asset Inventory module of Remedy Help Desk.

If you have only Remedy Help Desk and not Remedy Asset Management installed, this configuration task is named Asset Inventory Settings.

The following default information is added to the Asset Management Settings or Asset Inventory Settings form during installation:

! Action on Asset Submit—Determines which action occurs when an asset is submitted. The actions are:

! None

! Modify Individual—This option closes the Submit window and opens the request in a Modify Individual window (the default setting). This enables the supervisor to begin creating tasks for the change request.

! Display—This option closes the Submit window and opens the request in a Display window.

! Dataset Name—Indicates which dataset should be used as the default.

! Server Date Format—Used to calculate asset depreciation and must be in the format the server uses. This field appears only if you have Remedy Asset Management installed.



The following Configure Asset Settings form shows the default settings (as a result of clicking Show Settings).

Figure 7-9: Configure Asset Settings Form

For information about using discovery services, see the documents available on SupportWeb:


Click the Documents link, and specify Discovery Service as the Product Name.

Asset Notifications Configuration taskThe Asset Notifications Configuration task applies only to Remedy Asset Management. It does not apply to the Asset Inventory module of Remedy Help Desk.

Remedy Asset Management enables you to define asset notifications. Asset notifications are unique combinations of asset status codes and the person to notify, which is the asset manager, or the asset’s owner or user. You can optionally specify the category, type, and item for the combination of the asset status and the person to notify.




When the status code for an asset changes, the status code value is automatically compared with the contents of the AST:Notifications form. When a match is found, the appropriate asset owner, user, or asset manager on the asset record is notified of the status change. The notification is sent by the method specified in the Configure People Definition configuration task.

Remedy Asset Management enables you to define a notification group as the owner, user, or asset manager of an asset. This enables a notification to be sent to all users of a shared asset, such as a photocopier. If the asset needs repair, all those who depend on the asset can make other arrangements for the period in which the asset is unavailable.

Note: Optionally, you can specify a particular category, type, and item for notifications. For example, a notification will be sent to the appropriate person or group, if you have specified that a notification should be sent when the asset status changes to In Repair for a Category of Hardware and a Type of Server.

The default status codes are:

! Ordered

! Received

! Being Assembled

! Deployed

! In Repair

! Down

! End of Life

! Transferred

! Delete

! In Inventory

! On Loan

! Disposed

Click Select Notifications to view the list of all combinations of asset notifications stored in the AST:Notifications form.



" To create asset notifications:



3 Select Asset Notifications Configuration, and click Configure.

The Configure Asset Notifications form appears.

Figure 7-10: Configure Asset Notifications Form

4 In the Asset Status field, select an asset status.

5 In the Who To Notify field, select Asset Users, Asset Owners, or Asset Managers.

6 Optionally, select a Category, Type, and an Item.

The Category, Type, and Item lists contain the entries you created in “Creating categorizations” on page 64.

7 Click Add to create an asset notification for this combination.

8 Repeat step (4) through step (7) to create notifications for each combination of asset state and asset owner, asset user, or asset manager.

Click Select Notifications to view a list that contains the asset notifications you created.

" To modify or delete asset notifications:


2 Select Asset Notifications Configuration, and click Configure.

The Configure Asset Notifications form appears.



3 Click Select Notifications.

A list appears containing the various notification combinations configured for your site (including default notifications).

4 In the Select Existing Notification dialog box, select the notification to modify or delete and click OK.

The selected notification information is added to the form.


! Edit any of the fields and click Modify.

! Click Delete to delete the notification.

Asset Reconciliation Configuration Console taskThe BMC CMDB Reconciliation Engine is an application that consolidates data from topology discovery, configuration discovery, and discovery express vendors and provides a consolidated view of the data through reconciliation. You use the Asset Reconciliation Configuration Console task to configure the CMDB Reconciliation Engine.

For information about configuring the CMDB Reconciliation Engine, see the BMC CMDB 1.0 Configuration Guide.

Asset Reorder Level and Lead Time Specification taskThe Asset Reorder Level and Lead Time Specification configuration task applies to Remedy Asset Management as well as the Asset Inventory module of Remedy Help Desk.

This configuration task is used for bulk asset configuration. During this configuration task, you can specify at what level (or quantity) a bulk item for the specified category, type, and item combination should be reordered. For example, you might want to reorder printer cables when their quantity drops to 20. In addition, the number of lead days needed to reorder that particular bulk item can also be specified on this form. This information is used to pre-fill the Inventory Management form.

" To configure purchase reorder levels:





3 Select Asset Reorder Level and Lead Time Specification, and click Configure.

The Configure Reorder Levels for Bulk Assets form appears.

Figure 7-11: Configure Reorder Levels for Bulk Assets Form

4 Select or type a Category, Type, and Item combination for the bulk item.

5 From the Base Unit list, select Case, Dozen, or Each.

6 Enter the Reorder Level.

This is the quantity at which you want to reorder this item.

7 Enter the Lead Time in Days.

This is the number of days it will take to reorder this particular item.

8 Click Add.

" To modify or delete purchase reorder levels:


2 Select Asset Reorder Level and Lead Time Specification, and click Configure.

The Configure Bulk Assets form appears.

3 Click Select Existing.

A list of existing bulk item configurations appears.



4 In the Select Existing Reorder Level dialog box, select the item to modify or delete, and click OK.


! Edit the fields you want to modify and click Modify.

! Click Delete.

Change ApprovalsThe Change Approvals configuration task applies only to Remedy Change Management. It does not apply to the Change Tasking module of Remedy Help Desk.

Remedy Change Management uses predefined approval processes to route change requests to specific system users who are designated as approvers or configured as managers.

Remedy Change Management includes a number of predefined approval processes that represent various guidelines, policies, and procedures for defining specific business approval processes within an organization; in this case, the process of approving change requests.

The provided approval processes use the concept of categorization (category/type/item) and location (region/site/department) for defining which approval process, if any, to use for various types of change requests.

Remedy Change Management divides approvals into two major types:

! Non-Emergency

! Emergency

You can use one approval process for requests designated as emergency requests and another for requests designated as non-emergency requests. Whether a change request is to be treated as an emergency is determined by the Emergency field in the Change Requests form when the request is created. The approval processes that are used for emergency and non-emergency requests are configured in the Approvals form.



Your organization’s unique business rules will determine which type of requests require approval and which approval process is best. As the application administrator, you must communicate with decision-making members of your IT organization (for example, managers, supervisors, and directors) to make sure that the right types of requests—based on categorization and location—are being subjected to the appropriate approval process.

Review the non-emergency approval processes and the emergency approval processes, as described in “Change Approvals” on page 140, then complete the procedure for selecting both types of processes as described in “Change Approvals task” on page 143.

After selecting an approval process for non-emergency changes, you might have to perform additional configuration of approvers depending on your selection, as described in “Change Approvals, Non-emergency Changes task” on page 144.

The options for non-emergency processes, as specified in the Change Approvals configuration task, are:

! Change Level—Associates individual approvers, or groups of approvers known as roles, with a specific categorization (Category/Type/Item) and location (Region/Site/Department) and also with a level number. The level number defines the routing sequence within the approval hierarchy.

Level numbers range from 1 to 999, with 1 being the lowest level and requiring the first approval. For example, project managers might be defined as level 1 and division managers might be level 2. Approvers assigned to the lowest level must approve a request before the subsequent levels are notified that their approval is required. If an approver on a lower numbered level rejects the change, approvers on higher numbered levels are not notified of the approval request, and the request is rejected.

If you select this process you must later define the approvers, assign them to a level, and decide which types of requests require approval, as described in “To configure change level approvals:” on page 148.

Change Level is the default approval process.



! Management Chain—Uses the requester’s manager (as defined in “Configuring people” on page 70) as the approver when the change request is created with categorization (Category/Type/Item) and location (Region/Site/Department) that matches the categorization and location that appears in the Non-emergency Change Approval form. The categorizations are defined in “Change Approvals, Non-emergency Changes task” on page 144.

While this is the easiest approval process to implement because it uses information that was already defined in an earlier configuration step, it might not be appropriate if your business rules allow all users to originate change requests.

For example, if Joe in your shipping department wanted to upgrade the operating system on his computer and created a change request that required the Management Chain approval process, it would be sent to Joe’s manager for approval. Joe’s manager is not likely to be a member of the IT organization, and therefore might not be aware of additional issues surrounding Joe’s request.

The Management Chain approval process is better suited for organizations where change requests originate from IT professionals who are responsible for analyzing and managing the systems used in your organization.

This process relies on the manager data stored in the People Information form being accurate and regularly maintained.

! Custom—If you need to define additional approval processes that take into account organization-specific business rules that are beyond the scope of the predefined processes included in the Change Management application, you can do so by using the Remedy Approval Server product.

For information about creating custom approval processes, see the Remedy Approval Server Guide for Users and Administrators included with the Remedy Approval Server product.

Tip: If you create a custom process, name it Custom-Non Emergency so it is automatically used when the change request is submitted for approval.



Change Approvals taskThe approval process for emergency change requests is also configured using the Change Approvals configuration task. This configuration task requires selecting one of the following options:

! Automatic—All change requests defined as emergencies (by setting the Emergency field in the Change Request Information form to Yes) are automatically approved.

! Supervisor Choice—During the planning phase of the change request, the change supervisor selects the approvers for the change request.

! No Special Approval Handling—Emergency requests are treated the same as non-emergency requests. They are subject to the approval process designated for that type (categorization and location) of request.

! Custom—You can use the Remedy Approval Server product to design a custom approval process. For information about defining a custom approval process, see the Remedy Approval Server Guide for Users and Administrators.

Tip: If you create a custom process, name it Custom-Emergency so it is automatically used when the change request is submitted for approval.

" To select approval processes:


2 Select Change Approvals, and click Configure.

The Configure Change Approvals form appears.

Figure 7-12: Configure Change Approvals form



3 In the Approval Process to be used for Non-emergency Changes field, select the non-emergency approval process to use.

The default setting is Change Level. To view the current settings, click Show Current Settings.

4 In the Approval Process to be used for Emergency Changes field, select the emergency approval process to use.

The default setting is Automatic. To view the current settings, click Show Current Settings.

5 Click Modify.

6 Click Back to Start, and continue the configuration of non-emergency change requests as described in “Change Approvals, Non-emergency Changes task.”

Change Approvals, Non-emergency Changes taskAfter selecting the approval processes for non-emergency and emergency change requests, you must continue the configuration with the Change Approvals, Non-emergency Changes configuration task. This configuration task is used to configure the types of requests (based on categorization and location) that will require approval.

Additionally, if you selected the Change Level approval process, you must designate approvers and assign them to an appropriate level.

Note: The Non-emergency Change Approval form shows only the configuration options for the non-emergency approval process you selected in the Change Approvals configuration task—either Change Level, Management Chain, or Custom.

Configuring management chain approvalsPerform the following steps to configure management chain approvals.

" To configure management chain approvals:

1 Make sure that the Management Chain approval process is specified in the Change Approvals configuration task. For more information see “To select approval processes:” on page 143.





4 Select Change Approvals, Non-emergency Changes, and click Configure.

The Configure Change Approvals, Non-emergency Changes form appears. This form shows only the tab that corresponds with the process that was selected in the procedure described in “Change Approvals task” on page 143.

Figure 7-13: Configure Change Approvals, Non-emergency Changes form -Management Chain approvals



5 Click New Designation.

The Approver Designation dialog box appears.

Figure 7-14: Approver Designation dialog

6 Define the scope of categorization for the Management Chain approval process.

a Select the All Categories or the Specific Category option.

If you selected Specific Category, complete step (b).

b Define the categorization by selecting a Category, Type, and Item.

For example, if you set the Category field to Software and the Type field to Upgrade, all change requests categorized as Software/Upgrade (regardless of what the Item field is set to) will use the Management Chain approval process.



7 Define the scope of location for the Management Chain approval process.

a Select the All Locations or the Specific Location option.

If you selected Specific Location, complete step (b).

b Define the specific location by selecting a Region, Site, and Department.

For example, if you set the Region field to Singapore and leave the Site and Department fields blank, all change requests created that have a location defined as Singapore (regardless of what the Site and Department fields are set to) will use the Management Chain approval process.

8 Click Add Designation.

A message appears, stating that the management chain has been added.

9 Click OK.

10 Click Close to return to the Non-emergency Change Approval form.

Modifying management chain approvalsPerform the following steps to modify management chain approvals.

" To modify management chain approvals:

1 Make sure that the Management Chain approval process is specified in the Change Approvals configuration task. For more information see “To select approval processes:” on page 143.




5 The Configure Change Approvals, Non-emergency Changes form appears. This form shows only the tab that corresponds with the process that was selected in the procedure described in “Change Approvals task” on page 143.

6 Select the entry in the table that you want to modify.



7 Click Modify Designation.



8 Make any changes, and click Update Designation.

A message appears stating that the management chain has been updated.

9 Click OK.

10 Click Close to return to the Non-emergency Change Approval form.

Configuring change level approvalsPerform the following steps to configure change level approvals.

" To configure change level approvals:

1 Make sure that the Change Level approval process is specified in the Change Approvals configuration task. For more information see “To select approval processes:” on page 143.





The Configure Change Approvals, Non-emergency Changes form appears.

Figure 7-16: Configure Change Approvals, Non-emergency Changes form - Change Level approvals






5 Define the scope of categorization for the Change Level approval process.

a Select the All Categories or Specific Category option.



For example, if you set the Category field to Software and the Type field to Upgrade, all change requests categorized as Software/Upgrade (regardless of what the Item field is set to) will use the Change Level approval process.

6 Define the scope of location for the Change Level approval process.




For example, if you set the Region field to Singapore and leave the Site and Department fields blank, all change requests created that have a location defined as Singapore (regardless of what the Site and Department fields are set to) will use the Change Level approval process.



7 Click Select Approver.

The Approvers dialog box appears.

Figure 7-18: Select Approver dialog

8 Click the Role Approvers tab if you want to select a group of approvers instead of individual approvers.

For general information about roles, or detailed information about creating and adding information to them, see “Approval Roles” on page 155 and the Remedy Approval Server 6.3 Guide for Users and Administrators.

9 Choose one of the following actions depending on which tab you have selected:

! Click Search People to view the users stored in the Person Information form. Any user with any entry in this form can be configured to be an approver.

! Click Search Roles to view the groups of approvers stored in the Role Definition (AP:Role) form.

Users or Roles appear in the table in the Select Approver dialog box.

10 Select the name of the person or role to designate as an approver.

You can click Complete Member List (on the Role Approvers tab only) to see the members who are included in the selected role.



11 Click Done.

The information for your selection appears in the Add Approver Designation dialog box.

12 In the Level field, select the level for which this approver should be added.

If there are multiple levels, approval requests are first sent to approvers (roles or individuals) assigned the lowest level number.

13 Click Add Designation.

14 Repeat step (7) through step (13) for each approver and for each additional level.

15 Click Close to return to the Configure Non-emergency Approvals form.

The new designations appear in the categorization table, and the corresponding sequenced list of approvers appears in the Approver table.

Configuring custom approvalsPerform the following steps to configure custom approvals.

" To configure custom approvals:

1 Make sure that the Custom approval process is specified in the Change Approvals configuration task. For more information see “To select approval processes:” on page 143.





The Configure Change Approvals, Non-emergency Changes form appears.

Figure 7-19: Configure Change Approvals, Non-emergency Changes form - Custom approvals






5 Define the scope of categorization for the Custom-NonEmergency approval process:

a Select the All Categories or the Specific Category option.



For example, if you set the Category field to Software and the Type fieldto Upgrade, all change requests categorized as Software/Upgrade (regardless of what the Item field is set to) use the Custom-NonEmergency approval process.



6 Define the scope of location for the Custom-Non-Emergency approval process:




For example, if you set the Region field to Singapore and leave the Site and Department fields blank, all change requests created that have a location defined as Singapore (regardless of what the Site and Department fields are set to) use the Custom-NonEmergency approval process.

7 Click Close to return to the Non-Emergency Change Approval form.

Approval RolesYou can define approvers as individuals or roles or a combination of the two. Roles are groups of approvers typically representing a job function or responsibility. For example, you can define a Manager role to represent a group of individuals in your organization who are managers and have like authority or capabilities. Using roles enable you to save time by assigning specific approval responsibilities to a group of users instead of having to assign the same approval responsibilities to each individual.

Your organization’s business rules will determine whether you use individual approvers or roles. The Remedy Approval Server enables you to work with any combination of individuals and roles within the approval process. For example, a list of approvers can include both individuals and roles.

For more information about approval roles, see the Remedy Approval Server 6.3 Guide for Users and Administrators.

Change Management Escalations taskThe Change Management Escalations configuration task applies to the Remedy Change Management application and to the Change Tasking module of the Remedy Help Desk application.

If you have only Remedy Help Desk installed, this configuration task is named Change Tasking Escalations.

The Change Management Escalations and Change Tasking Escalations configuration tasks enable you to review and modify predefined escalations.



" To modify escalations:



3 Select Change Management Escalations (Change Management) or Change Tasking Escalations (Help Desk only), and click Configure.

The Change Management Escalations or Change Tasking Escalations form appears.

Figure 7-21: Change Request Escalations form

4 Click Select Escalation.

A selection list containing the default change escalations appears.

Figure 7-22: Change Escalations list



5 Select an escalation, and click OK.

The information for the selected escalation appears in the Change Tasking Escalations form.

6 Modify the desired entries.

You can also disable the escalation.

7 Click Modify to save your changes.

Change Management Settings taskThe Change Management Settings configuration task applies only to Remedy Change Management and the Change Tasking module of Remedy Help Desk.

If you have Remedy Help Desk installed and do not have Remedy Change Management installed, this configuration task is named Change Tasking Settings.

Figure 7-23: Configure Change Management Settings form



The following information is automatically added to the Change Management Settings or the Change Tasking Settings form during installation:

! Action on Change Submit—Determines which action occurs when a change request is submitted. The actions are:

! None—Closes the change request you submitted, and displays a new empty Change Request Information form.

! Modify Individual—Closes the New view of the change request you submitted, and opens the change request in a Modify Individual window. This enables you to begin creating tasks for the change request.

! Display—Closes the New view of the change request you submitted, and opens the change request in a Display window.

! Auto-close Days—The number of days a change request will remain in the Resolved state before the status is automatically set to Closed. The default setting is 15.

! Business Hours Selection—Determines whether to use company hours or assignee hours to calculate times associated with change tasks (for example, escalations and time to resolve). If you select the Use Company Hours option, you must specify the company tag name in the Business Hours Tag field.

! Business Hours Tag—If you want to use the default option (Use Company Hours) in the Business Hours Selection section, enter your company tag name in this field, and then click Modify.

Important: You must perform the Business Hours Workdays and Business Hours Holidays configuration tasks for the company’s daily hours and holidays, as described in “Workday business hours” on page 95 and “Holiday hours” on page 99. The company name in the Tag fields of the two forms must be identical.



! Enforce Change Dependency—Specifies the type of enforcement applied to change dependencies. The options are None, Warning (the default setting), and Error. This field is present only if you have Remedy Change Management installed.

! Enable Relate Assets Prompt—Specifies whether a prompt to relate assets appears when the status of the change is changed to Planning. This field is present only if you have Remedy Change Management installed and is applicable only if you have Remedy Help Desk or Remedy Asset Management installed.

Change Tasking Escalations taskSee “Change Management Settings task” on page 157.

Change Tasking Settings taskSee “Change Management Settings task” on page 157.

Charge-back Time Periods taskThe Charge-back Time Periods configuration task applies only to Remedy Asset Management.

This configuration task is used to specify the time period for charge-back of costs of assets to cost centers or business organizations. Past time periods cannot be changed.

" To configure charge-back time periods:





3 Select Charge-back Time Periods, and then click Configure.

The Configure Charge-back Time Periods form appears.

Figure 7-24: Configure Charge-back Time Periods Form

4 Click Show Current Settings.

Information about the current charge-back period appears in the Configure Charge-back Time Periods form. If you have not changed the current charge-back time period, the default time period of Quarterly appears.

5 In the Time Period Type field, select Monthly, Quarterly, or Manual.

6 If you selected Manual as the time period, enter the period end date. The period start date is calculated by the application.

7 Click Modify, and then click OK in the confirmation message.

When you first install Remedy Asset Manager, you can use the following procedure to configure charge-back periods that match your company’s quarterly schedule. For example, if you install the application in the middle of April, and your company’s quarter runs from February to April, you can set Remedy Asset Manager to match that quarterly schedule. First, you set the time period as Manual, and you enter an end date that coincides with the end of your company’s current quarter. After that time period is over, you close the current period, and then you open a new period that is set to Quarterly. You only need to do this when you first set up charge-back periods at your company.



" To set initial charge-back periods to match your company’s quarterly schedule:


2 Click the Advanced tab, and then select Charge-back Time Periods.

3 Click Configure, and then click Show Current Settings.

4 In the Time Period Type field, select Manual.

5 Enter the period end date.

The period start date is calculated by the application.


7 After the current period ends, close the current period.

a Open the Remedy Asset Management console.

b Click Manage Costs.

c Click Reports.

d Click the Step 3 Close Current Period tab.

e Click Close Current Period, and then click Yes in the confirmation message.

f Enter the next Period End Date in the Charge-back Date dialog box, and then click Save.


9 Click the Advanced tab, and then select Charge-back Time Periods.

10 Click Configure, and then click Show Current Settings.

11 In the Time Period Type field, select Quarterly.


The time periods are now set as quarterly. To verify the new time period, open the Remedy Asset Management console, and then click Manage Costs. The dates for the new time period appear in the Period Start Date and Period End Date fields.

Company and Contact Configuration taskThe Company and Contact Configuration task applies only to Remedy Asset Management, Remedy Change Management, and the Asset Inventory module of Remedy Help Desk.



This configuration task enables you to enter information about the companies from whom you obtain your assets and the services these companies provide for you. The Configure Companies form contains four required fields: Company ID, Company Name, Company Type, and Status, for information about the company you are configuring.

The Configure Companies form also contains sections where you can specify detailed information such as the company address, personnel contacts, phone numbers, email addresses, and web pages. Contact information is stored in the SHR:Contact form. The Configure Companies form also contains related contract information. The Miscellaneous tab on this form stores additional information about the company, such as the number of days it takes the vendor to deliver an asset, the company’s hours of operation, their time zone, and so on.

" To configure companies:



3 Select Company and Contact Configuration, and click Configure.

The Configure Company and Contact Information form appears.

Figure 7-25: Configure Company and Contact Information Form



4 Enter a unique alphanumeric identifier for the company in the Company ID field.

5 Enter the name of the company in the Company Name field.

6 In the Status field, select Current, Inactive, or Evaluating as the status of your relationship with the company.

7 In the Company Type field, select the type of company.

The options are:

! Vendor

! Manufacturer

! Supplier

! Leasing

! Customer

! Outsourcer

! Maintenance

! Other

8 Click the Location tab, and enter location information.

For information about configuring cities, postal codes, and states, see “Configuring countries” on page 114, “Configuring states and provinces” on page 116, and “Configuring postal codes” on page 118.

9 Click the Miscellaneous tab, and enter additional information about this company.

10 Click Add to create a company entry.

11 Repeat step (4) through step (10) for each company from whom you receive assets or services related to your organization’s assets.

" To add contact information:




3 Click Select Company.



4 Select the company for which you want to create contact information, and click OK.

The information for the company appears in the Configure Company and Contact Information form.

Note that the Contacts tab is available.

5 Click the Contacts tab, and click Add.

The Contact Information dialog box appears.

Figure 7-26: Contact Information Dialog Box

6 Enter information in the following required fields:

! Full Name—Enter the full name of the contact person.

! Company Name—Enter the name of the company.

! Status—Select a status for the contact person.

! Company ID—Enter an ID for the company.

! Notification Method—Select a method by which you want to notify the contact person. If you select Email, information must be entered in the Email field on the Contact Details tab.

! Contact Type—Select the type of contact.

7 Enter information in the optional fields.

8 Click Save.

" To modify or delete companies and contacts:






3 Click Select Company.

A list of companies you have configured appears.

4 Select the company that you want to modify or delete, and click OK.

The information for the company appears in the Configure Company and Contact Information form.


! Edit the fields and click Modify.

! Click Delete.

Configure Survey Questions taskThe Configure Survey Questions configuration task applies only to Remedy Help Desk.

The Requester Console contains a link that opens a survey where customers of your organization’s help desk can rate the service they received. Requesters do not have access to the survey until they set the status to Closed. This setting enables requesters to modify their requests without having a write license.

The Survey Questions form enables you to configure up to four questions that are presented to the requester when the case is moved to a status of Closed.

" To create survey questions:





3 Select Configure Survey Questions, and click Configure.

The Configure Survey Questions form appears.

Figure 7-27: Configure Survey Questions form

4 Click Select Questions.

The Select Survey Question dialog box appears.

5 Click OK.

The sample questions appear in the Configure Survey Questions form.

6 You can modify or delete a set of survey questions.

Do one of the following:

! Modify the survey questions by typing over them, then click Modify.

! Click Delete to delete the survey questions.

! If the question fields are blank, enter the questions you want the survey to contain, then click Add.

Note: At this time, it is possible to have only one set of four questions at a time. If the question fields are blank, you can add up to four questions. If there are already questions in the question fields, you can either retain them or you can modify them.

Cost Categorization taskThe Cost Categorization configuration task applies only to Remedy Asset Management and Remedy Change Management.



For Remedy Asset Management, this configuration task adds custom cost categories and cost types to lists for corresponding fields in the Cost record on the Financials tab of the asset type forms.

For Remedy Change Management, this configuration task adds cost categories and cost types to lists for corresponding fields in the Costs record on the Cost tab of the Change Request Information form.

The unique cost category and cost type combinations you define using this configuration task are available to the change manager, asset manager, and the support staff from their respective consoles.

" To configure cost categorizations:



3 Select Cost Categorization, and click Configure.

The Configure Cost Categorization form appears.

Figure 7-28: Configure Cost Categorization Form

4 In the Cost Category field, enter the custom cost category to add.

5 In the Cost Type field, enter a type for the cost category.

6 In the Cost Type Key field, enter the cost type key.



Important: The Cost Type Key field is the system name for the Cost Type and should not be changed. The Cost Type can change based on different languages, but the value in the Cost Type Key field should remain the same as workflow uses the key values rather than the display values.

7 Select a status for the cost category and type.

8 In the Cost Class field, select a class for the cost category and type. The class you select from the following list of classes updates a hidden field on the asset type forms.

Note: This field is not used by Remedy Change Management.

! Lease—generates a cost entry from a lease contract, if there are assets or components related to the contract.

! Maintenance—generates a cost entry from a maintenance contract, if there are assets or components related to the contract.

! Purchase Price—determines whether the depreciation cost will be used charge-back for the cost entry of this cost class.

! Software License—generates a cost entry from a software lease contract, if there are assets or components related to the contract.

! Support—generates a cost entry from a support contract, if there are assets or components related to the contract.

! Warranty—generates a cost entry from a warranty contract, if there are assets or components related to the contract.

! Other—specifies that no cost entry will be created.

9 In the Cost Description field, enter a description for the cost category and cost type.

10 Click Add.

" To modify or delete cost categorizations:


2 Select Cost Categorization, and click Configure.



3 Click Select Cost Categorization.

The Select Cost Category dialog box appears.

Figure 7-29: Select Cost Category Dialog Box

4 Select the cost category to modify or delete, and click OK.

The information for the cost category appears in the Configure Cost Categorization form.


! Edit the fields and click Modify.

! Click Delete.

Cost Centers taskThe Cost Centers configuration task applies only to Remedy Help Desk, Remedy Asset Management, and Remedy Change Management.

Cost centers are used to identify which business units to charge the cost to. Cost centers can be configured as a hierarchy to allow for cost allocation or the splitting of costs within cost centers. The cost center hierarchy is a source and target relationship (similar to parent-child where the source is the parent and the target is the child) between cost centers. The target and source relationship defines how the cost for the source cost center is split or allocated to the target cost centers. A source cost center with target cost centers is called a split cost center.



The Source and Target cost center relationship is limited to one level. A cost center can be only a source or a target cost center, but not both. You can optionally specify target cost centers for source cost centers, depending on the allocation method.

You must specify one of the following allocation methods for source cost centers.

! None—No allocation is needed so no target cost centers can be defined. This is the default allocation method.

! Equal Distribution—Costs are equally distributed to the target cost centers. You do not specify the distribution percentage for the target cost centers.

! User-Defined Percentage—You must specify the distribution percentage for each target cost center. The total distribution percentage among the target cost centers is not required to be 100%, but cannot exceed 100%.

When you create cost centers and target cost centers, keep the following points in mind:

! You cannot use the default cost center (“Unallocated”) as a target cost center.

! You cannot use obsolete cost centers as source cost centers or target cost centers.

! Target cost centers cannot belong to more than one source cost center.

! Source centers cannot be used as target cost centers. For example, a source center cannot be its own target cost center.

You can add target cost centers only after selecting the equal distribution or user-defined percentage allocation method. The allocation value is determined by a percentage from the source cost center. The percentage is stored in the Distribution Percentage field on the Cost Center form for a target cost center.

When the Allocation Method is Equal Distribution, the Distribution Percentage of the target cost centers will be divided equally, based on 100%. Distribution percentages are recalculated when a target cost center is added or removed only if the source cost center and the target cost center have a status value of Active.



For the allocation method of Equal Distribution, the Distribution Percentage will be calculated by dividing 100 by the number of active target cost centers related to the active source cost center. Recalculation occurs on source cost centers and target cost centers that have a status value of Active.

" To configure cost centers:



3 Select Cost Centers, and click Configure.

The Configure Cost Centers form appears, containing the default cost centers and cost centers you have added.

Note: The default cost center with a cost center code of Unallocated cannot be deleted.

Figure 7-30: Configure Cost Centers Dialog Box



4 Click Add.

The Cost Center form appears.

Figure 7-31: Cost Center Form

5 In the required Cost Center Code field, enter a unique cost center code, such as SPLT-8200 for a split cost center, or ENG-2000 for engineering, and MRT-3000 for marketing for target cost centers. This entry is added to lists for cost center fields.

6 Select a Status.

7 Enter information in the following optional fields.

a Enter a cost center name and a description.

b Enter the cost center owner, or press ENTER to select a user you added following the procedure described in “Configuring people” on page 70.

Tip: You must save a new split cost center before you can specify an allocation method and add target cost centers for it.

8 Click Save.

9 The Configuring Cost Centers form appears, containing the cost center you configured in the table. To make this a split cost center, continue with the procedure described in “To add target cost centers:” on page 173.



" To add target cost centers:



The Configure Cost Centers form appears.

Figure 7-32: Configure Cost Centers Form

3 Select the cost center for which to add target cost centers, and click Modify.

Note: You cannot modify cost centers with a status of Obsolete.

The Cost Center form appears.



4 In the Allocation Method field, select Equal Distribution or User-Defined Percentage.


5 Click Add.

The Searching For Cost Centers dialog box appears.

a Enter search criteria for the cost center and click Search.

For example, to search for all cost centers for marketing, type Marketing in the Cost Center Name field before clicking Search.

b In the Results List, select the cost centers to configure as target cost centers.

c Click Return Selected.

The specified target cost centers appear in the table on the Cost Centers form.

6 If you selected the User-Defined Percentage allocation method, you must specify the percentage for each target cost center.

a Select a target cost center.

b Click View.

c In the Distribution percentage field, enter the distribution percentage for this target cost center.

d Click Save.



7 Click Save.

The target cost centers are configured and the Configure Cost Centers form appears.

" To modify, delete, or remove cost centers:



The Configure Cost Centers form appears.

Figure 7-34: Configure Cost Centers Form

3 You can modify or delete a cost center, and modify or remove a target cost center.

a To delete a cost center, select the cost center, and click Delete. This completes this procedure.

Note: You can only delete cost centers with a status of Proposed.

b To modify or remove a target cost center, select a cost center, and click Modify.

Note: You cannot modify cost centers with a status of Obsolete.



The Cost Center form appears with the target cost center and source cost center information.


4 You can modify or remove a target cost center.

a To modify a target cost center, select the target cost center, click View, edit the fields, and click Save.

b To remove a target cost center, select the target cost center, and click Remove.

This removes the association between the source cost center and the target cost center. The target cost center will become a source cost center, and can be added as a target cost center for another source cost center.



Define Summary Definitions taskThe Define Summary Definitions configuration task applies only to Remedy Help Desk and Remedy Change Management.

Requesters and support technicians can use either predefined summaries or type directly into the Summary field to describe problems or questions for which they want service. The Summary field is available to requesters in the New Request form in the Requester Console. Support staff can access the Summary field in the Help Desk Case form, the Remedy Support New Request form, and the Change Request Information form.

This configuration step enables you to define items in the list for the Summary field in each of the previously mentioned forms and associate categorization with each summary. When requesters or support staff select the summary that matches their request, the categorization (category, type, and item) associated with the problem is auto-generated and the automatic assignment process is initiated.

Typically, the summary definitions are used for the most common problems and requests that occur in your organization. For requests that are not covered by predefined summaries, the requester has the option of typing a description of the problem rather than selecting a predefined summary.

The Define Summary Definitions configuration task also enables you to define keywords that correspond with categorization. If the requester types a description of the problem, and uses one of the keywords, the categorization (category, type, and item) associated with the keyword is auto-generated and the automatic assignment process is initiated.

The sample data that is optionally installed when you install the application includes predefined summaries. You can modify or delete these summaries (as described in “To modify or delete request summaries” on page 180) or create new summaries for your organization’s common service requests (as described on “To define request summaries:”).

Note: With Remedy Change Management, the sample data includes change request summaries and predefined task templates that support integration between the BMC® Service Impact Manager and Remedy Change Management. These templates can be used to request creation, modification, or deletion of objects in the service model, or publication of service model changes to production.



You can also complete the procedure described in “To create summary keyword associations:” on page 179 to associate keywords with categorizations to automatically assign requests where items in the Summary list are not used by requesters.

" To define request summaries:



3 Select Define Summary Definitions, and click Configure.

The Define Summary Definitions form appears.

Figure 7-36: Define Summary Definitions form

4 Click the Define Summary tab.

5 Select Active for the status.

6 Select Change Request or Help Desk Case for the module to which you want this summary to apply.



7 Enter a summary of the request in the Summary field.

The text that you type in this field appears in the Summary list in the Requester Console, and either the Help Desk Case form or the Change Request Information form (depending on your selection in step (6) of this procedure).

8 Enter a detailed description of your summary in the Details field.

9 Click the Define Keywords tab.

10 Select the categorization associated with the summary from the lists on the Category, Type, and Item fields (these lists contain the entries you created in “Creating categorizations” on page 64).

For example, if the summary is “Cannot connect to server FS12,” the corresponding categorization is:

Category—HardwareType—ServerItem—FS12

The categorization is used to auto-assign requests to the appropriate support group or individual who is configured with skills that match this categorization (as described in “Assigning responsibilities to support groups” on page 86, and “Assigning responsibilities to support individuals” on page 91).

11 Click Add.

This summary is added to the list on the Summary field in the Requester Console, and either the Help Desk Case form or the Change Request Information form.

" To create summary keyword associations:




3 Click the Define Summary tab.

4 Select Active option for the status.

5 Select Change Request or Help Desk Case for the module to which you want this summary to apply.


7 Enter up to five keywords that are likely to be used by the requester or the support person.




9 Select the categorization associated with the keywords from the lists on the Category, Type, and Item fields (these lists contain the entries you created in “Creating categorizations” on page 64).

The categorization is used to auto-assign requests to the appropriate support group or individual who is configured with skills that match this categorization (as described in “Assigning responsibilities to support groups” on page 86, and “Assigning responsibilities to support individuals” on page 91).

10 Click Add.

This summary is added to the list for the Summary field in the Requester Console, and either the Help Desk Case form or the Change Request Information form.

" To modify or delete request summaries




3 Click Select Summary.

A list of the summaries you defined (and the sample summaries optionally installed with the application as sample data) appears.

4 Select the summary that you want to modify or delete, and click OK.

The information associated with the selected summary appears in the Define Summary Definitions form.

5 You can modify or delete a defined summary.

Do one of the following:

! Modify the summary information, and click Modify.

! Click Delete to delete a defined summary.

Help Desk Escalations taskThe Help Desk Escalations configuration task applies only to Remedy Help Desk.

This configuration task enables you to modify the predefined escalations supplied with Remedy Help Desk.



" To modify Help Desk Escalations:



3 Select Help Desk Escalations, and click Configure.

The Help Desk Escalations form appears.

Figure 7-37: Help Desk Escalations form

4 Click Select Escalation.

A selection list appears that contains the default help desk escalations.

Figure 7-38: Help Desk Escalations list



5 Select an escalation, and click OK.

The information associated with the selected escalation appears in the Help Desk Escalations form.

6 Modify the desired entries.

You can also select No in the Enable? field to disable the escalation from this form.

7 Click Modify to save your changes.

Help Desk Settings taskThe Help Desk Settings configuration task applies only to Remedy Help Desk.

The following information is automatically added to the Help Desk Settings form during installation:

! Auto-close Days—Specifies the number of days a help desk case will remain in the Resolved state before the status is automatically set to Closed.

! Set Arrival Time—Specifies when the arrival time field is set: either when the new form is opened (On Open) or when the new request is sent (On Send).

! Business Hours Selection—Specifies whether to use company hours or assignee hours to calculate times associated with help desk cases (for example, escalations and time to resolve). If you select the Use Company Hours option, you must specify the company name in the Business Hours Tag field.

! Business Hours Tag—If you want to use the default option (Use Company Hours) in the Business Hours Selection section, enter your company name in this field and then click Modify.

Important: You must perform the Business Hours Workdays and Business Hours Holidays configuration tasks for the company’s daily hours and holidays as described in “Workday business hours” on page 95 and “Holiday hours” on page 99. The company name in the Tag fields of the two forms must be identical.



The following Configure Help Desk Application Settings form shows the default settings that appear as a result of clicking Show Current Settings.

Figure 7-39: Configure Help Desk Application Settings form

Predefined Change Templates taskThe Predefined Change Templates configuration task is present only if Remedy Change Management is installed, but is used only if Remedy Asset Management is also installed.

The Configure Predefined Change Templates form applies to the following areas of Asset Management. The fields mentioned are located on the corresponding asset form.

! Purchase requisition—If Yes is selected for the Install Needed? field, change request templates defined using this form are added to the list for the Change Type field.

! Schedule—A change request template defined using this form can be selected for the Change Type field when defining schedule criteria.



! Configuration approval process—A change request template defined using this form can be selected for the Change Type field when defining a configuration approval process.

! Lease Contract—A change request template defined with this form can be selected for the Change Type field when defining a lease contract process. On the End of Lease tab of a lease contract, the End of Lease field contains a menu of defined change templates.

" To create change request templates:



3 Select Predefined Change Templates, and click Configure.

The Configure Predefined Change Templates form appears.

Figure 7-40: Configure Predefined Change Templates form

The values you enter in the Configure Predefined Change Templates form will be used to populate the Change Request Information form and the Change Task form.

4 In the CR Template Name field, enter a name for the template.

5 In the Summary field, enter or select a summary for the change request that will be created when the template is used.



6 In the Description field, enter a detailed description of the change request that will be created when the template is used.

7 In the Login field, enter the login name of the requester.

8 In the Name field, enter the full name of the requester.

9 Select a task in the Task Template Title field, or type in a description of the task. This is used to create and associate a set of change tasks.

The remainder of the fields on the Configure Predefined Change Templates form are optional.

10 Select a status. The Status field is typically set to New when a request is created, the change supervisor will update the status field as the change request progresses.

11 Select a priority according to the urgency of the change request.

12 Enter a Planned Start Date. If you leave this field blank, the current date is entered. The change supervisor can reset this date during the planning stage of the request.

13 Enter a Planned End Date. This field is left blank if you do not enter a value here. The change supervisor can enter a value for this date during the planning stage of the request.

14 Enter location information:

! If you select Local in the Scope field, you can specify the Region, Site, Department, and Office.

! If you select Global in the Scope field, the change is assumed to be necessary for the entire organization. You do not need to enter information in the Region, Site, Department, and Office fields.

15 In the Application Name field, enter the name of the application that the change request relates to, for example, Asset Management.

16 Select or type the three-tiered categorization for this task in the Category, Type, and Item fields.

The lists for the Category, Type, and Item fields contain the entries you made in “Creating categorizations” on page 64.

17 Click Add to add your template to the Predefined Change Request Templates list.



" To modify or delete change request templates:


2 Select Predefined Change Templates, and click Configure.

The Change Predefined Change Templates form appears.

3 Click Select Change Template.

The Select Predefined Change Request Template dialog box appears.

Figure 7-41: Select Predefined Change Request Template dialog

4 Select the change request template to modify or delete, and click OK.

The details of the selected change request template appear in the Configure Predefined Change Templates form.


! Modify the desired entry, and click Modify.

! Click Delete.

Predefined Task Templates taskThe Predefined Task Templates configuration task applies to Remedy Change Management, and the Change Tasking and Help Desk modules of Remedy Help Desk.

You can create task templates that contain frequently repeated tasks to simplify creation of the tasks contained in the templates. These templates are created during the configuration process and are available to change supervisors and help desk support staff from the Change Requests form and the Help Desk Case form. Multiple tasks are assigned to a task template, which is given a title (for example, Upgrade Network Router).



The following tasks are associated with the Upgrade Network Router Task Template:

! Configure router

! Schedule network downtime

! Install router

! Test configuration on production network

You can also create task templates that contain a single task and you can use multiple templates in a single change request or help desk case.

Note: With Remedy Change Management, the sample data includes change request summaries and predefined task templates that support integration between the BMC Service Impact Manager and Remedy Change Management. These templates can be used to request creation, modification, or deletion of objects in the service model, or publication of service model changes to production.

" To create Predefined Task templates:





3 Select Predefined Task Templates, and click Configure.

The Configure Predefined Task Templates form appears.

Figure 7-42: Configure Predefined Task Templates form

4 Select Change Request or Help Desk Case in the Process Name field.

This field determines the type of requests for which this task template will apply.

5 In the Task Name field, enter a title for the template.

6 In the Short Description field, enter a description of the template.

7 Enter a detailed description of the template (and the tasks contained within the template) in the Detailed Description field.

8 Describe the implementation plan for this task in the Task Plans field.

9 Select the three-tiered categorization for this task in the Category, Type, and Item fields.

The lists for the Category, Type, and Item fields contain the entries you made in “Creating categorizations” on page 64.



10 In the Sequence field, enter a number.

This number will be used as the default sequence value for dependent tasks created using this predefined task template. This field is only visible if you have Remedy Change Management installed. (This field can be used for help desk tasks if you have Remedy Change Management installed in addition to Remedy Help Desk.) However, only Remedy Change Management allows you to enforce this sequence value between dependent change tasks.

11 Click Add.

12 Repeat step (6) through step (11) for each remaining task to add to the template.

" To modify or delete Predefined Task templates:


2 Select Predefined Task Templates, and click Configure.

The Configure Predefined Task Templates form appears.

3 Select Change Request or Help Desk Case in the Process Name field.

The value in this field affects the list of templates you will see in step (5).

4 Click Select Predefined Tasks.

The Predefined Tasks Selection dialog box appears.

Figure 7-43: Predefined Tasks selection dialog

5 In the Show Predefined Tasks For field, select the entry to modify or delete.

The short descriptions and sequences of the tasks associated with the selected template appear in the table.



6 Select the task to modify or delete, and click OK.

Figure 7-44: Predefined Tasks selection dialog

The details of the selected task appear in the Configure Predefined Task Templates form.


! Modify the desired entry, and click Modify.

! Click Delete.

TCO Define Cost Rates taskThe TCO Define Cost Rates configuration task applies only to Remedy Change Management.

Remedy Change Management enables you to configure costs associated with change requests in two ways:

! By Categorization

! By Assignee Notification Group

Costs defined by category can be associated with change requests based on the request’s categorization (category/type/item as defined in the Change Request or Change Task forms). The configuration of costs can be defined as an hourly rate or a flat rate to complete the job.

Costs defined by group are also based on an hourly rate or as a flat rate, but instead of being associated with requests based on categorization, they are associated with the notification group assigned to resolve the request.



Additionally, the costs associated with groups can be further defined by the location of the group (as defined by the group’s Region/Site/Department in the Configure Groups form). For example, a group that is based in New York City might have significantly higher operational costs (salaries, office space) than a group based in Ohio.

" To define cost rates by category:



3 Select TCO Define Cost Rates, and click Configure.

The Configure Cost Rate form appears.

Figure 7-45: Configure Cost Rate form



4 Click Add.

The Define Incident Costs dialog box appears.

Figure 7-46: Define Incident Costs dialog

5 Click the By Category tab.

6 In the Incident field, select Change Requests.

7 Select the categorization (category, type, and item—all are required) with which you want this cost definition associated.

8 Define the cost as a flat rate, an hourly rate, or both:

! To define a flat rate, enter the cost that your organization assigns to the job in the Flat Rate Cost field.

! To define an hourly rate, enter the cost per hour that your organization assigns to the job in the Hourly Cost field.

9 Click Save, then click OK.

10 Click Close.

The Configure Cost Rate form appears with the cost rate you just created in the table. All the cost rates in this table are available to the change manager and to the support staff from their respective consoles.



" To define cost rates by assignee group:


2 Select TCO Define Cost Rates, and click Configure.

The Configure Cost Rate form appears.

3 Click Add.

The Define Incident Costs dialog box appears.

4 Click the By Group tab.

Figure 7-47: Define Incident Costs dialog - By Group tab

5 In the Group Name field, select a notification group from the list.

The list contains the notification groups that you defined in “Defining groups” on page 75.

6 Define the scope of location for the selected notification group.

a Select All Locations or Specific Location.


b Define the location by selecting a region, site, and department.

If you specify a region and a site and leave the department field blank, the cost will be associated with the group responsible for responding to requests from the specified site.



7 Define the cost either as a flat rate or an hourly rate.

Tip: You must enter an amount in either the Flat Rate Cost or the Hourly Cost field.

! To define a flat rate, enter the cost that your organization assigns to the job in the Flat Rate Cost field.

! To define an hourly rate, enter the cost per hour that your organization assigns to the job in the Hourly Cost field.

This cost can be associated with every change request assigned to a group responsible for the location that matches the location defined in step (6).

8 Click Save, then click OK.

9 Click Close.

The Define Incident Costs form appears with the cost rate you just created in the table. All the cost rates in this table are available to the change manager and the support staff from their respective consoles.


Appendix

A
Installation issues
This section describes some of the problems that you might encounter during the installation process and describes the log files that are created during installation.

Topics include:

! Troubleshooting the installation (page 196)

! Installation logging (page 197)

! Post-installation tasks for SLA administrators (page 199)

Installation issues ! 195


Troubleshooting the installation

This section provides information about troubleshooting installation of Remedy ITSM applications.

Group form not detectedIf the installation process could not add application group definitions, the following message appears:

Warning: Attempted to load the user access control groups but the Group form could not be loaded or was not detected.

If there is a problem loading permission groups into the Group form (because of a rename, for example) the permission groups can be found in the data files listed in the following table. Each file is language specific, and can be found in the <locale>/workflow directory for each application.

Groups must be imported into the AR System server before you install the Remedy ITSM applications.

File Name Used inRemedyHelp Desk?

Used inRemedy AssertManagement?

Used inRemedy ChangeManagement?

Used inRemedy SLA?

group402.arx No Yes Yes No

group480.arx Yes Yes Yes Yes



group483.arx Yes No No No

group484.arx No Yes No No

group485.arx No No No Yes

group486.arx No Yes No No

196 "Appendix A—Installation issues


Installation logging

Remedy ITSM applications leverage the features of the Remedy Installation Kit (RIK), which facilitates easier installations and greater logging capabilities. The logging module is used by AR System and application installers to log notes, warnings, error messages, and other information. This section describes these log files, including their location, the types of information they contain, and how to read the information.

Remedy ITSM application log filesRemedy ITSM applications have associated log files that contain comprehensive details for each component, including user prompts and answers, and any outputs from programs running at the time of installation. These log files are stored by default in:

! Windows: <install_dir>\Logs

! UNIX: <install_dir>/Logs

The install log files are:

! helpdesk_inst.log

! change_inst.log

! asset_inst.log

! sla_inst.log

Remedy Installation Kit log filesThe Remedy Installation Kit (RIK) creates summary, detailed, and error log files. Remedy ITSM RIK log files are stored in:

! Windows: <install_dir>\Logs

! UNIX: <install_dir>/Logs

Installation logging ! 197


Summary log filesThe following files contain a top-level summary of all imported components, including a line-by-line success/fail tally for each .def and .arx file. At the end of the log for each component is a summary table indicating the total number of objects, number of objects that imported successfully, and number of objects that failed to import.

! RemedyHelpDesk.html

! RemedyChangeManagement.html

! RemedyAssetManagement.html

! RemedyServiceLevelAgreements.html

Detailed log filesThe following files contain detailed status information about the import of all components, including user prompts and answers.

! RemedyHelpDesk.log

! RemedyChangeManagement.log

! RemedyAssetManagement.log

! RemedyServiceLevelAgreements.log

Error log filesThe following files contain an extract of the error and warning messages from the log files.

! RemedyHelpDesk_error.log

! RemedyChangeManagement_error.log

! RemedyAssetManagement_error.log

! RemedyServiceLevelAgreements_error.log

Using log files to troubleshoot an installationError and warning messages have [MESSAGETYPE] prefixes, for example, [ERROR] or [WARNING] that indicate the category of the message. Included with the prefix is a timestamp or called routine, if applicable. Installation step outline have no prefixes.

You can monitor the last update to the log files to make sure an installation is still running.



" To troubleshoot an installation:

1 Review the summary log file (<app_name>.html) for failures. Search for “Failed.”

2 If you find any errors, review the error log file (<app_name>_error.log) for details about the errors.

3 If you find an indication of cascading failures, review the application log file (<app_name>.log) to obtain more complete information about the source of the errors.

4 If you find any errors, review the arerror.log file and the database error logs to determine the source of installation errors.

Post-installation tasks for SLA administrators

After you install the Remedy SLA application, perform the following post-installation tasks:

! Change the SLA prefix

! Use availability SLAs with custom applications

! Automatically attach records to availability SLAs

Changing the SLA prefixFor SLA names to be unique, you must provide an SLA ID with a prefix that is unique. This is required to export and import unique SLAs from one server to another.

You cannot import SLAs to a machine that contains SLAs with the same ID as other SLAs. By providing a unique prefix, you can plan better for future imports.

Post-installation tasks for SLA administrators ! 199


" Changing the SLA prefix:

1 Log in to Remedy User.

2 Open the SLA: Config form.

The SLA:Config form appears.

Figure A-1: SLA: Config form

3 In the SLA ID Prefix field, specify a unique prefix.

Prefixes can be a maximum of five characters long.

4 In the Last SLAID field, provide the range from which you want the SLA IDs to start the numbering process. For example, if you specify 100 in the Last SLAID field, the next SLA would be 101.

5 Click Save.

Using availability SLAs with custom applicationsRemedy SLA is configured to allow you to attach availability SLAs to the Sample SLA application or the Asset Management application (if you have installed it). To create the interface that allows you to manually attach availability SLAs to your custom application, follow the steps listed in the following procedure.

You are using the sample SLA:Service Request application as the form that you can customize to use availability SLAs with your custom application.



The current SLA_Attach form has three table fields for the SLA: Service Request form that is shipped with the SLA application. The tables are stacked together and include the following:

! SLA_Attach_ServiceRequest_Table

! SLA_Attach_ServiceRequest_All_Outer_Table

! SLA_Attach_ServiceRequest_Outer_Table

To view the tables that are stacked beneath each other, drag the top table and move it.

" To create the attach feature to use availability SLAs with your custom application:

1 Create three new table fields by performing the following steps:

a Log in to Remedy Administrator.

b Select the SLA:Attach form and double-click it to open the form.

c Drag and move the tables until you see the SLA_Attach_ServiceRequest_Table.

d Select the table, right-click on the form, and select Table Field.

A new table appears.

e Double-click the table and click the Database tab.

f In the Name field, enter the name of the table using the following naming convention: SLA_Attach_CustomApp_Table.

g Click the Table Property tab.

h From the Form list, select the custom application for which you want to add the table.

i From the Fields on Form List, select the fields that you want to add to the table and click Add.

Important: You must add two of the following required fields to your table: any field that you want to define as a unique identifier, for example, Case ID and SLA Name.

j Open the Field Properties window for SLA_Attach_ServiceRequest_Table and click the Table Property tab.

k From the Qualification field, copy the qualification string and paste it in the Qualification field of your new table.



l Close the Field Properties window.

m Click the new table you are creating and double-click the SLA Name column.

The Field Properties - Column dialog box appears.

n Click the Database tab.

o In the Name field, enter the column name using the following naming convention: SLA_Attach_CustomAppID_Col.

p Close the Field Properties window.

q Click Save.

2 Create the additional two tables by following the preceding steps, a through q.

3 Use the following naming convention to name your custom tables:

! SLA_Attach_ServiceRequest_All_Outer_Table to SLA_Attach_CustomApp_All_Outer_Table

! SLA_Attach_ServiceRequest_Outer_Table to SLA_Attach_CustomApp_Outer_Table

4 Adjust the height and length of your custom tables and stack the three tables in the same position that is indicated in the SLA:Service Request application.

5 Provide the following permissions:

! App_Administrator

! App_Management

! App_Support

6 Click Save.


a Open the Objects form in search mode.

b Find your application entry.

c From the ID field, copy the ID from your application.

d In Remedy Administrator, click Active Links to see a list of active links.

e Select the SLA:Attach:Initialize_ServiceRequest and double-click it.

f Click the Basic tab.

g In the Run If field, paste the ID that you copied from the Objects form to replace the existing ID.



h Click the If Action tab.

i In the Field Name field, rename the field to SLA_Attach_CustomApp_Table.

j Choose File > Save Activelink As and enter the recommended naming convention to save the active link: SLA_Attach_Initialize_CustomApp.

Warning: Do not overwrite the previous active link.

8 Perform the previous steps for each of the following active links:

! SLA:Attach:ShowAttach_ServiceRequest

! SLA:Attach:ShowDetached_ServiceRequest

! SLA:Attach:ShowDetachedAll_ServiceRequest

! SLA:Attach:Attach_ServiceRequest_CheckValidity

! SLA:Attach:Attach_ServiceRequest_ReportError

! SLA:Attach:Attach_ServiceRequest_CheckValidity_AllType and

! SLA:Attach:Attach_ServiceRequest_RecordId_AllType

! SLA:Attach:Attach_ServiceRequest_ReportError_AllType

! SLA:Attach:Detach_ServiceRequest_RecordId

9 Save the active link SLA:Attach:ServiceRequest_RecordId as SLA_Attach_Attach_CustomApp_RecordId.

a Click the Basic tab.

b In the Run If qualification field, replace the instance ID with the specific one for your custom application.

c Click the If Action tab and modify the qualification in the Push Field If field to use $SLA_Attach_CustomAppID_Col_Outer$.

d In the Value field, set the object to the instance ID of your custom application.

e Select Application_InstanceID from the Field table and change it to $SLA_Attach_CustomAppID_Col_Outer$.

10 Click Active Link Guides.

a Select SLA:Attach:Attach_Records_ServiceRequest_AllType and double-click it to open the active link guide.

b In the Name and Label fields, change ServiceRequest to CustomApp.



11 Follow the previous steps for the following active link guides:

! SLA_Attach_Attach_ServiceRequest_Records

! SLA_Attach_Attach_Detach_ServiceRequest_Records

12 Replace the active links in these guides to the corresponding ones that you just created above.

a Make a copy of the following active links:

! SLA:Attach:ServiceRequest_Records

! SLA:Attach:Attach_ServiceRequest_Records_AllType

! SLA:Attach:Detach_ServiceRequest_Records

b Replace the instance ID in the Run If qualification field.

c Click the If Action tab and change the guide to use the one you just defined in step 11.

d Change the looping table to the corresponding new table fields.

e In the three trailing Change Fields action, change the table fields to the corresponding new ones from your custom application.

Automatically attaching records to availability SLAsRecords such as assets or services are attached to SLAs either when they are submitted or when they are modified.

A record can be attached to an SLA in any one of three ways:

! When the record is submitted, for example, when a new asset is created

! When you manually attach the record to an SLA using the Attach button present in the Service Level Agreements Console

! Using the SLA Config form to automatically attach a number of records

Important: Attach a large number of records to availability SLAs at lower activity times to avoid placing a load on the server.



" To attach records to an SLA using the SLA Config form:


2 Open the SLA:Config form.

The SLA:Config form appears.

Figure A-2: SLA: Config form

3 In the Use Escalation to Attach Availability SLA, click Yes.

4 Click Save.


Appendix

B
Web services for the Remedy ITSM applications
With web services Remedy application information is made available over the Web (publishing) for third party applications to access. The web service can be integrated with reports.

Topics include:

! Describing web services (page 208)

! Web services and AR System (page 209)

! Modifying your web service (page 210)

! Writing web service clients (page 215)

! Web services and Remedy Help Desk (page 216)

! Web services and Remedy Change Management (page 219)

! Web services and Remedy Asset Management (page 222)

! Web services and Remedy SLA (page 224)

Web services for the Remedy ITSM applications ! 207


Describing web services

A web service provides an interface that allows messages to be sent to and received from an application over a network (Internet or intranet), using standard Internet technologies. It uses a combination of protocols including Hypertext Transfer Protocol (HTTP) and Extensible Markup Language (XML), which are platform independent, thus enabling the application to be accessed regardless of its hardware, software platform, or programming languages.

You can use Remedy Administrator to create a Web Services Description Language (WSDL) document related to any Remedy data form. WSDL is an XML based language used to define web services and how to access them.

During the creation, the administrator can choose operations such as Create, Get, Get List and Set. They can also decide which fields (if any) to include for Input (Request) and Output (Results).

Web services have two styles of messaging:

! Remote Procedure Call, or RPC-style, in which one application makes a function call to another application, passing arguments and receiving return values.

! Document-style, in which applications exchange XML documents whose syntax are defined by an XML form, for example a Purchase Order document.

Both these styles can be divided into literal or encoded substyles. Literal means that the messages will be encoded according to the XML form, and encoded means that the messages are constructed according to SOAP encoding rules. The resulting four possible styles and sub-style combinations are: RPC-literal, RPC-encoded, document-literal, and document-encoded.

Note: Currently we support only document-literal style messaging in publishing.

208 "Appendix B—Web services for the Remedy ITSM applications


Web services and AR System

The web service is created and modified in Remedy Administrator using the web services graphical user interface. Publishing web services makes Remedy application information available over the Internet or intranet.

Base formEach web service has a base form on which it operates. You specify this when creating your web service. When you create a web service by right clicking on a form name in the server window, the Base Form field is automatically filled in for you.

OperationsEach web service has a list of operations which have to be one of three types: Create, Get, or Set. When you create a web service, by default it automatically has four named operations: OpCreate, OpGet, OpGetList, and OpSet. OpCreate is of the type Create, OpGet and OpGetList are of the type Get, and OpSet is of the type Set. You can rename, delete, or create new operations, but they must be one of these three types Create, Get, or Set. You can have more than one operation of the same type, or you can have no operations of a particular type. For more information, see the Developing AR System Applications: Advanced guide.

MappingEach operation has an “input mapping” and an “output mapping.” A mapping describes how individual elements of the incoming and outgoing XML document are mapped to fields and forms of Remedy Administrator. These are essentially the input and output parameters of the web service. Mappings are edited through the mapping dialog box of Remedy Administrator. When you create a web service, default input and output mappings are provided for each of the four default operations: OpCreate, OpGet, OpGetList, and OpSet. You can change the mapped fields, the name of the XML element that a field is mapped to, and you can create more XML elements. For more information, see the Developing AR System Applications: Advanced guide.

Web services and AR System ! 209


XML schemaEach web service may be associated with an XML schema (.xsd file). Global elements and complex types referred to in the schema can be used in mappings associated with operations. For more information, see the Developing AR System Applications: Advanced guide.

Modifying your web service

You can modify the web services that are shipped with the Remedy ITSM applications and customize them to meet your business requirements.

Some of the customizations include:

! Renaming the web service—The default name is the same as the base form name.

! Renaming the operations—The default names are OpGet, OpGetList, OpSet, and OpCreate.

! Removing existing operations and adding new ones—The four operations named above are added by default.

! Removing fields and adding new fields to the mapping—Some fields are present by default.

! Include only some parts of special fields in your mapping—All parts are present by default.

! Renaming XML element names—Remedy Administrator names the XML elements the same as the field names but removes any special characters and spaces to make the names compliant with XML naming conventions. You can choose any XML compliant name to map to your fields.

! Modifying the XML structure—Examples would be to group together certain fields to make “complex-types” or “SOAP-structures,” or designate a field as an attribute rather than a sub-element.

! Specifying an external XML schema and using global elements/complex types in mapping various operations.

" To modify a web service:

1 Log in to Remedy Administrator.

2 Open a server window.

3 Select the appropriate server.



4 Expand the list of server objects and select web services to display a list of available web services in the right pane.

Figure B-1: Server Window

5 Select the web service that you want to modify and double-click it, or right click and select Open.

Modifying your web service ! 211


The Modify Web Service form appears.

Figure B-2: Modify Web Service Form

6 In the Name field of the Web Service tab, rename the web service.

It is helpful to make the name descriptive and indicative of the web service’s function. The web service name should not be the same as any existing active link guide, filter guide, packing list, or application.

Warning: Do not modify the Base Form name.

List of the operations contained in the web service.



You can customize the web service:

! You can create new operations, remove existing operations, copy operations, and modify operations using the Operations List.

! Change the input or output mappings by clicking the relevant button on the Modify Web Service form. The Mapping dialog box appears.

Figure B-3: Mapping Dialog Box

For more information on how to modify and customize your web service, see the Developing AR System Applications: Advanced guide and the Remedy Customer Support web site at:


7 Set the Permissions, Change History, and Help Text as necessary. The permissions are the same whether the web service is visible or hidden.

If you are going to publish your web service over the Internet or intranet for general use, consider your security requirements when setting permissions.

Note: To make the WSDL available to external clients without authentication Public access must be specified.

8 Save your web service.

Modifying your web service ! 213




Once you have selected the base form, defined your operations, and created input and output mappings for each operation, you need to save the web service. When you save the web service in Remedy Administrator, it creates a Web Services Description Language (WSDL) file that describes the web service. This file is in standard, XML format and contains all the details necessary to interact with the service, including message formats, transport protocols, and location.

You can view the generated Web Service Description Language (WSDL) file by clicking on the WSDL tab and replacing <midtier_server> with the name of the web server where the mid tier is running. Then click the View button.

Figure B-4: WSDL Tab

The WSDL file can also be accessed with a URL using this syntax:

http://<midtier_server>/arsys/WSDL/<AR_server>/<webservice>

<midtier_server> is the fully qualified name of the server where the Remedy Mid Tier is installed. You might need to include a port number if the web server is not on the default port (port 80). The format is <midtier_server>:<port_number>.



<AR_server> is the server on which AR System is installed.

<webservice> is the name of your web service, for exampleSLA _Cumulative_Performance

<midtier_server> and <AR_server> may be the same.

For more information about web services, see Developing AR System Applications: Advanced guide.

Writing web service clients

You need to enable your client to communicate with your web service. Popular environments for writing web service clients are Microsoft.Net and Apache AXIS. These environments have tools that automatically generate code to invoke a web service, given the WSDL.

! In Microsoft.Net Visual Studio, autogenerate the invocation code by “adding a web reference.” When prompted for a URL, enter your WSDL URL.

! In AXIS, run WSDL2java from the command line with the WSDL URL as a command line parameter. The autogenerated code will be a class which has methods that correspond exactly to the operations that you created in the web service.

Each method will have input and output parameters corresponding to the mappings you created. To invoke the web service, you need to instantiate the class and invoke a method with the correct parameters.

For more information, see the White Paper on Instructions for Creating Web Service Clients available from the customer support web site at:


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Web services and Remedy Help Desk

Eight web services are shipped with the Remedy Help Desk application.

The following lists the web services included with Remedy Help Desk application and provides a brief summary of each operation.

! HelpDesk_Submit_Service

This service enables you to submit a case to the Remedy Help Desk application via the web. It has one operation, Create_Helpdesk_Case.

! HelpDesk_Query_Service

This web service enables you to query a Help Desk case. It has three operations: GetListBy_Requester_FullName, GetListBy_Submitter, GetListBy_Requester_Login.

Operation Description

Create_Helpdesk_Case This operation can be used to create a Help Desk case. You can input entries to the Help Desk fields and the operation returns a Case ID.


GetListBy_Requester_FullName This operation can be used to query a Help Desk record by entering the Requester Name as input. The operation returns information on Help Desk cases with this requesters name.

GetListBy_Submitter This operation can be used to query a Help Desk record by entering the Submitted For information as input. The operation returns details on Help Desk cases that have this name as submitter.

GetListBy_Requester_Login This operation can be used to query a Help Desk record by entering the Login Name of the Requester as input. The operation returns details on Help Desk cases that have this requester login name.



! HelpDesk_Modify_Service

This web service enables you to modify a Help Desk record. It has one operation, SetBy_Case_ID.

! People_Submit_Service

This web service enables you to submit information on a new person through the People form. It has one operation: Create_Person


SetBy_Case_ID This operation can be used to modify a Help Desk record by entering values for the Help Desk fields as input.


Create_Person This operation can be used to create a record by submitting data in the fields in the SHR:People form. The operation returns the Entry-ID of the record.

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! People_Query_Service

This web service enables you to query a person’s record. It has four operations: QueryListBy_FullName, QueryListBy_ByLastName, QueryListBy_ByLogin, QueryBy_EntryID.

! People_Modify_Service

This web service enables you to modify a person’s record. It has one operation: Modify_Person.


QueryListBy_FullName This operation can be used to query a person’s record by entering the full name as input. The operation returns information about the specified person.

QueryListBy_ByLastName This operation can be used to query a person’s record by entering the last name as input. The operation returns information about the specified person.

QueryListBy_ByLogin This operation can be used to query a person’s record by entering their login name as input. The operation returns information about the specified person.

QueryBy_EntryID This operation can be used to query a person’s record by entering the ID of the record as input. The operation returns information about the specified person.


Modify_Person This operation can be used to modify a person’s record by entering the data in the fields in the People form.



! WorkOrder_Query_Service

This web service enables you to query the work order information contained on the Work Order tab of the Change Task form. It consists of two operations, QueryWorkOrderBy_TestID and QueryWorkOrderBy_VendorName.

! WorkOrder_Modify_Service

This web service enables you to modify the work order information on the Work Order tab of the Change Task form. It consists of one operation, Modify_Work_Order.

Web services and Remedy Change Management

Five web services are shipped with the Remedy Change Management application.

The following lists the web services included with Remedy Change Management application and provides a brief summary of each operation.


QueryWorkOrderBy_TaskID This operation can be used to query a work order by entering a value for the change Task ID number. The operation returns the work order information for a task with that same Task ID.

QueryWorkOrderBy_VendorName This operation can be used to query a work order by entering a value for the vendor name. The operation returns work order information for all work orders contracted to that vendor.


Modify_Work_Order This operation can be used to modify work order information by submitting values for the work order fields.

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! Change_Submit_Service

This web service enables you to submit a change request. It consists of one operation, Create_Change_Request.

! Change_Query_Service

This web service enables you to query a change request. It consists of one operation, Query_Change_Request.

! Change_Modify_Service

This web service enables you to modify a change request. It consists of one operation, Modify_Change_Request.


Create_Change_Request This operation can be used to submit a change request by entering values for the fields on the Change Request Information form. The operation returns a Change ID number for the record.


Query_Change_Request This operation can be used to query a change request using values for any field on the Change Request Information form as input.


Modify_Change_Request This operation can be used to modify a change request by entering values for any field on the Change Request Information form as input.



! WorkOrder_Query_Service

This web service enables you to query the work order information contained on the Work Order tab of the Change Task form. It consists of two operations, QueryWorkOrderBy_TestID and QueryWorkOrderBy_VendorName.

! WorkOrder_Modify_Service

This web service enables you to modify the work order information on the Work Order tab of the Change Task form. It consists of one operation, Modify_Work_Order.


QueryWorkOrderBy_TaskID This operation can be used to query a work order by entering a value for the change Task ID number. The operation returns the work order information for a task with that same Task ID.

QueryWorkOrderBy_VendorName This operation can be used to query a work order by entering a value for the vendor name. The operation returns work order information for all work orders contracted to that vendor.


Modify_Work_Order This operation can be used to modify work order information by submitting values for the work order fields.

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Web services and Remedy Asset Management

One web service is shipped with the Remedy Asset Management application.

! AST_PurchaseOrder_WS

! This web service provides integration for the procurement process. The consuming administrator would need to set up web service rules that would include some sort of escalation to run periodically to check for new Purchase Orders on the AR System. It consists of three operations, Get_List_Of_New_POs, Update_PO_Confirmation and Get_Specific_PO.




Get_List_Of_New_POs This operation can be used to obtain a list of new Purchase Orders. The supplier name as it appears on the PO and the PO number is used as input. The following conditions must be applied:

! The Web Services option must be selected when placing an order, this will set the Order Accessible field to Yes, and there must be no Confirmation Code.

The web service returns a list of Purchase Orders with a Status of On Order and the associated Line Items

Update_PO_Confirmation This operation can be used to set the acceptance code and update specified fields after the receipt of the Purchase Order. The supplier name as it appears on the PO and the Order ID number (the system generated PO number) is used as input.

The following fields in the purchase order header can be updated:

! PO Number

! Freight Terms

! Ship Via

! Shipping Options

! Shipping and Handling (Value)

! Shipping and Handling (Currency)

! Tax Rate

! Confirmation Code

Optional—the following fields in the purchase order header can be updated if needed. The instance ID of the purchase line item must be specified to update a related line item:

! Unit Price (Value)

! Unit Price (Currency)

Get_Specific_PO This operation can be used to view current information on a specific Purchase Order. The supplier name as it appears on the PO and the PO number is used as input and the web service returns information about the Purchase Order and the associated Line Items.

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Web services and Remedy SLA

With web services, Remedy SLA measurement data is made available over the Web. Two web services are shipped with the Remedy Service Level Agreements application.

The following lists the web services included with Remedy Service Level Agreements and provides a brief summary of each operation.

! SLA_Cumulative_Performance

This web service provides information about time-based SLAs and includes two sets of operations: GetSLAInfo and GetListSLAInfo.

! SLA_Performance

This web service provides information about all SLAs including availability SLAs. It includes three sets of operations: Get SLAInfo, GetListMetMissedSLAInfo, GetListSLAInfoWithType.


GetSLAInfo This operation can be used to obtain cumulative performance data for individual time-based SLAs.

GetListSLAInfo This operation can be used to obtain cumulative performance data for multiple time-based SLAs.


GetSLAInfo This operation can be used to obtain performance data for individual time-based and availability SLAs.

GetListMetMissedSLAInfo This operation can be used to obtain data about time-based and availability SLAs to show whether the SLA met or missed the goal that was defined.

GetListSLAInfoWithType This operation can be used to obtain goal type data for time-based and availability SLAs.


Glossary

accelerated depreciationAny method of depreciation that allows greater deductions in the earlier years of the life of an asset.

access control A security feature in which AR System administrators limit the access users have to forms, to specific fields within a form, and to specific functions within the system. See also group, permission and user.

access permissionSee permission.

actionA mechanism, such as an alert or a Set Fields action, for ensuring that SLA commitments are met. You can define one or more actions that will be associated with a milestone.

action requestSee request.

Action Request System (AR System) The premier application platform and development environment for delivering IT Service Management applications.

active link Workflow that causes Remedy User or web client to perform specific operations in response to specific user actions. AR System administrators can define many types of active links. For example, they can define active links that run macros, set fields to specified values, run independent system processes, send interactive messages to users, or change field characteristics. Active links run on the client machine.

active link guide An ordered sequence of active links that together accomplish a specific operation. Active link guides can help lead users through a task (like a wizard) or can be used as subroutines to accomplish common tasks. Compare with filter guide.

additive installation An installation procedure that enables you to select specific applications to install as additions to previously installed Remedy applications.

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administrator An individual responsible for the management of the AR System including setting up forms, setting access rights for users, and designing the workflow process.

administrator default The value that AR System administrators assign to a field while designing a form. When users set defaults, this value is automatically entered in the field. Users can override the administrator default by assigning their own default or by entering a different value. See also user default.

Administrator group One of several special access control groups that the AR System provides. Members of this group have full and unlimited access to the AR System, including unlimited ability to create forms, filters, escalations, active links, menu lists, guides, and applications. See also Subadministrator group.

advanced search bar The row of buttons, Query field, and Fields list that appear at the bottom of the Remedy User Detail pane when the user clicks the Advanced button. You can use this bar to specify complex search criteria.

alert A notification from an AR System Server or other program to the user, indicating that certain conditions have occurred, such as a request has been submitted or progress has been made in resolving a request.

alert list The list of alerts belonging to a user that can be displayed in Remedy User or on a web client.

allowable currencyA currency type that appears in the currency field list. Users may only use an allowable currency type when entering currency values. See also currency code, currency data type, and functional currency.

application A group of forms (and associated workflow) that are collected by an administrator and related to a particular business function, for example, Remedy Help Desk for the Enterprise. An application is also a server object in Remedy Administrator.

application administrator An individual responsible for the management of the Remedy applications, including setting up forms, setting access rights for users, and configuration.

approval process A process, used with Remedy Change Management for the Enterprise and Remedy Asset Management for the Enterprise, that generates electronic signature lines for items that require approval, and tracks who has approved or rejected a given request.

approval server A module within the AR System which routes forms to generate the appropriate signoff signatures. The Approval Server also creates an audit trail for authorizing AR System application forms.

AR SystemSee Action Request System (AR System).

AR System AdministratorSee Remedy Administrator.

AR System AlertSee Remedy Alert.

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AR System clientThe subset of AR System software necessary to enable users to access an AR System server on the network from a local workstation. The AR System client tools are Remedy Administrator, Remedy User, Remedy Import, and Remedy Alert.

AR System Configuration Tool See Remedy Configuration Tool.

AR System Email EngineSee Remedy Email Engine.

AR System Import The AR System client tool that enables AR System administrators to transfer data records from an archive file into a form.

AR System LicenseThe AR System client tool used to apply and review software licenses that activate features of the AR System software.

AR System server The full set of AR System software including the AR System server processes and fast, list, and escalation server processes. When installed on a workstation on the network, the server software provides access to the full feature set of the AR System and can be accessed by UNIX workstations or Windows PCs on the networks that are running the AR System client software.

AR System User ToolSee Remedy User.

asset Property with commercial business value: for example, a workstation.

Asset InventoryA module of the Remedy Help Desk for the Enterprise application that is used to track asset and bulk item inventory.

asset managerThe manager responsible for both strategy and day-to-day asset management functions, for example, updating assets and configurations, running reports, or negotiating contracts.

assignee The person assigned responsibility for resolving a request.

Assignee group One of several special access control groups that the AR System provides. Users automatically belong to this implicit group for requests for which they have been assigned responsibility (that is, their name is in the Assigned To field). See also Assignee Group group, Submitter group.

Assignee Group group One of several special access control groups that the AR System provides. Users automatically belong to this implicit group for requests for which they are a member of the group assigned responsibility (that is, they are a member of the group whose name is in the Assignee Group field). See also Assignee group, Submitter group.

attachment A field that enables you to allocate space for text, graphics, audio, or video attachments in the database.

attachment data typeThe data type used for fields that need to hold files. This type enables you to store text, graphics, audio, or video attachments in the database.

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audit trailA log of events. Provides information about the type of event, a brief summary of the record, the date the record was created, and the person who submitted the record.

availability SLAs Measures the time that an asset or service is available or unavailable.

book valueThe value of an asset equal to the purchase cost minus the accumulated depreciation.

bulk items Items that are not tracked by an individual record for each unit. Bulk items in inventory are tracked by quantities of an item type. For example, items such as cables do not require individual records but rather, one record for a bulk quantity of the specific cable type.

bulletin board A Remedy IT Services application feature that enables users to create messages that can be viewed by the entire organization or by users in specific groups.

business hours tagA tag that indicates which business hours to use. The tag is an entry in the Business Hours Workday form and must be created before you use these hours in an SLA. The entry in the form determines the hours to be used to calculate time.

Business Service Management (BSM)A business model for managing and prioritizing how IT supports the overall goals of the business.

button A field on a form that a user can click to execute an active link. A bitmap can represent a button. See also menu item, toolbar button.

call centerA generic term that refers to reservation centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle.

case A request for service or information. The Remedy Help Desk for the Enterprise application enables support staff to create and track help desk cases. A case is unique to the Help Desk module (as opposed to a change request, which is unique to the Change Tasking module).

case numberThe number assigned to a help desk case once it has been created and saved.

Change Advisory BoardA committee put in place to approve and track change requests that are out of the scope of a project.

Change AuthorityA group that is given the authority to approve change, for example by a project board. Sometimes referred to as the Configuration Board.

change flag A status flag set when the contents of a field or form have been altered. A change flag can be polled or disabled by workflow

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Change ManagementThe process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption.

change request A request for a planned activity. A change request can involve multiple change tasks.

A change request is unique to the Change Tasking module (as opposed to a case, which is unique to the Help Desk module).

change supervisor A person responsible for updating status during the course of working help desk cases and processing change requests.

change task A task related to a change request. A change request is resolved when all its related change tasks are closed. See also dependent change tasks and peer tasks.

character data type The data type used for fields that contain alphanumeric text.

character menu A menu that the AR System administrator can create and attach to any character field.

charge backThe process of charging departments or cost centers for the IT infrastructure required to support their business processes.

clientSee AR System client.

client tier The architecture level where AR System clients operate within the multitier system.

command-line option A parameter used to specify how the AR System tools will run. (UNIX only)

Common Data Model (CDM)A component of the CMDB. CDM is the agreed-upon set of classes and relationships that represent the various assets that discovery services find.

Computer Telephony Integration (CTI)Systems that enable a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person.

Configuration CatalogA feature of Remedy Asset Management for the Enterprise that stores your standard configurations (such as standard desktop, laptop, server, and so on) for management purposes.

Configuration Item (CI)Any component of an IT infrastructure, including a documentary item such as SLA or Request for Service (RFS), which is (or is to be) under the control of Configuration Management and, therefore, subject to formal change control. The lowest level CI is normally the smallest unit that will be changed independently of other components.

Configuration ManagementThe management of configurations and their associated CIs.

Configuration Management Database (CMDB)An infrastructure built on AR System and used to build data models and define datasets.

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CMDB Class Manager ConsoleA component of the CMDB. Administrators use the Class Manager Console to create, view, modify, and remove classes and relationships.

CMDB Class Manager C APIThe C Application Programming Interface (API) for the CMDB Class Manager Console.

CMDB Class Manager Java APIThe Java Application Programming Interface (API) for the CMDB Class Manager Console.

CMDB Reconciliation EngineA component of the CMDB. The Reconciliation Engine merges data from different discovery services based on identification and precedence rules.

Configuration Manager A series of forms that enables your application administrator to populate the Remedy IT Service Management for the Enterprise applications with information about users, locations, categorization, and business rules that are specific to your organization.

consoleSee Remedy Service Level Agreements for the Enterprise Console, Remedy IT Service Management for the Enterprise Console, or Remedy Asset Management for the Enterprise Console.

Consolidated Service DeskSee call center.

container The underlying data structure for guides and applications. A component of the AR System used to store collections of objects. Used as the basic storage structure for applications, active link guides, filter guides, and packing lists.

contingency planningPlanning which reduces the vulnerability of business by being able to maintain or preserve services.

control data type The data type for fields that execute active links. These fields do not contain actual data.

control panel A form that is used as a centralized entry point from which users choose the business tasks they want to accomplish.

core field One of a set of basic fields common to all AR System forms. AR System administrators cannot remove these fields from a form.

cost centerAn entity used to track cost information within an organization. See also split cost center.

cost managementManagement of the costs associated with your organization.

cumulative performance Refers to the performance of time-based SLAs (such as response time SLAs or resolution time SLAs) to determine how well the SLAs are performing over time.

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cumulative performance target Specifies the target (such as 98%) that you set to measure how often you will meet your SLAs commitment from effective date to expiration date.

currency codeThe three-letter code that represents a currency type, such as USD for United States Dollars.

currency data typeThe data type used for fields containing currency data. Currency data is stored in four parts: a decimal value, a currency code, a conversion date, and one or more functional (converted) currency values. Each part can be viewed or searched by users, or accessed by workflow. See also allowable currency, functional currency, currency code.

Customize group One of several special access control groups that the AR System provides. This group grants users the right to customize their form layout and to create custom commands (in UNIX) Remedy User.

data field A field that stores data in the database. Data fields include character, date/time, diary, integer, real, decimal, selection, and attachment.

dataset A collection of assets or configurable items that are identified by a unique dataset name.

data tier The architecture level that contains data and communicates with the AR System Server. The data can be stored in a text file, spreadsheet, or database internal or external to the AR System.

data type The property of a field that determines what type of information the field contains. The choices are character, date/time, diary, integer, real, decimal, selection, trim, control, and attachment.

date data typeThe data type used for fields containing date values. Date values are stored as the number of days from the beginning of the date field’s range. Date values can range from January 1, 4713 B.C. to January 1, 9999 A.D. See also date/time data type.

date/time data type The data type used for fields containing calendar dates and time values.

decimal data type A field that accepts and contains fixed-point numbers. This type of field enables you to store quantitative information in a request.

declining balance depreciationA method of calculating depreciation in which assets depreciate at a constant rate per year, accelerated by a factor of 150%. In this method of accelerated depreciation, 150 percent of the straight-line depreciation amount is taken the first year, and then that same percentage is applied to the undepreciated amount in subsequent years. See also double-declining balance depreciation.

default An AR System administrator- or user-defined setting or value that automatically applies to a field if users do not supply a different setting or value when submitting a new request. See also administrator default, user default.

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dependent change tasks Change tasks that must be completed in a sequence as defined by the change supervisor.

deployed SLAsIn deployed mode, you can only modify limited fields of the SLA. You cannot change the terms and conditions or the goals that you have set up for the SLA. However, you can add milestones and associate actions to the milestone.

depreciationA method to allocate the cost of an asset over its estimated useful life.

Details pane In Remedy User, the part of the main window that displays fields for entering data.

dialog box A message displayed to users that must be responded to before users continue to fill out a form. The administrator creates a dialog box by using an active link action.

diary data type The data type used for fields that enables you to capture a history of the actions taken for a request. The field stores character data. It is an append-only field, and each addition is stamped with the time, date, and name of the user who entered the item.

disabled SLAIn disabled mode, the SLA cannot be attached to any new requests. However, the SLA continues its measurements for requests already in progress.

display-only field A temporary field for which no space is allocated in the database. See also global field.

display-only form A type of form containing display-only fields. Display-only forms are used to create control panels and dialog boxes.

double-declining balance depreciationA method of calculating depreciation in which assets depreciate at a constant rate per year, accelerated by a factor of 200%. In this method of accelerated depreciation, double the straight-line depreciation amount is taken the first year, and then that same percentage is applied to the undepreciated amount in subsequent years. See also declining balance depreciation.

down assetAn asset not currently working or is in repair.

downstreamDevices that are closer to the end nodes in a network (client machines or servers). See also network topology and upstream.

draft SLAsThe default status of an SLA. In draft mode, you can make changes to any fields on the SLA form. The SLA is functional and calculates measurements in draft mode, but is not ready for production.

dynamic menu A menu that causes a search to be performed when a user selects the menu button. The results of the search are used to build the list of items from which the user can choose. See also character menu.

email engineSee Remedy Email Engine.

entry A row in the database that represents a request.

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escalation A workflow component that searches at specified times or at regular intervals for requests matching a specified condition and performs specified operations on all matching requests. They are generally used to find records that have exceeded desired business rules or processes and take appropriate action. Escalations run on the AR System server.

event-monitoring SLAsUse the data from event-monitoring products to capture the availability of a service, asset, or other item.

expired SLAAn SLA expires when the expiration date has passed. The system automatically marks the SLA as expired and it cannot be attached to any new requests. Once the SLA has expired, you can extend the expiration date and deploy it. You can modify actions for an expired SLA.

export 1) The Remedy Administrator command that transfers definitions (for example, forms, filters, active links, and mail templates) in a file. 2) The ability to transfer one or more data entries to a file for archive or transfer by using the reporting feature in Remedy User. 3) The ability to copy SLAs to a file to be imported onto another server. See also import.

field In the AR System, the main entity of a form. All of the following are AR System fields: data, table, page, active link control fields (buttons, menu items, and toolbar buttons), and trim.

field ID A unique numeric identifier that is assigned to each field. Once assigned, it cannot be changed.

field label A name supplied by the administrator that describes the field’s purpose. Intended for display to the user.

field name A unique character identifier that is assigned to each field. The name can be changed at any time as long as the new name is unique.

file menu A menu with items retrieved from a file that contains a formatted character menu.

filter Workflow that tests every server transaction for certain conditions and responds to the conditions by taking specific actions. AR System administrators can define many types of filters—filters that set fields to specified values, run independent system processes, send interactive messages to users, notify users when the state of requests change, or make entries in audit trail log files. Filters run on the server.

filter APIAn AR System plug-in API that allows inline access during filter and escalation processing to extended servers.

filter guideAn ordered sequence of filters that together accomplish a specific operation. Filter guides can be used as a subroutine to accomplish common tasks.

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fixed license A license permanently assigned to a user, enabling access to the licensed features of the AR System at any time. See also floating license, FTS license, write license.

flashboard component An individual area chart, bar chart, line chart, or meter that is placed upon a flashboard.

Flashboards A real-time visual monitoring tool that shows you the state of your service operations, warns you about potential problems, and collects and displays trend data.

Flashboards license A license that enables a user access to the Remedy Flashboards product. See also fixed license.

floating license A license that exists on a server and that is temporarily allocated to any user who requests a license and who is defined in the User form as having a floating license type. If no floating license is available at the time of the user request, the user must wait until a license becomes available. See also fixed license, FTS license, write license.

form A collection of fields that represents a record of information in the AR System. AR System administrators can define and change the fields and workflow associated with a form. An AR System application can include many forms.

form action field One of a set of special fields that provide the standard functions of the web client interface. Some of these include submit, query, modify, and the advanced search bar.

form view The screen layout for a form, which appears in the Details pane of Remedy User. AR System administrators can create and name multiple form views, which can be further modified by users with Customize permission. Administrators can include different fields and can hide fields in various form views.

FTSSee Full Text Search (FTS).

FTS license A license that enables a user to perform a Remedy Full Text Search in any large text or diary field indexed for FTS. See also fixed license, floating license.

Full Text Search (FTS) A feature that enables a user to search quickly for information in large text or diary fields. The fields must be indexed and enabled for FTS by the AR System administrator, and the user must have an FTS license.

functionA named procedure that performs a distinct service in the AR System. The AR System API has a set of function calls used to accomplish AR System tasks. Additionally, there are table functions that you can use to perform mathematical operations on table data.

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functional currencyAn alternate currency type to which the value in a currency field is converted. Values for functional currencies are calculated based on currency conversion ratios maintained in a form on the server. Functional currency values are stored as part of the data in the currency field, and can be viewed or searched by users, or accessed by workflow. See also currency data type, allowable currency.

global field A display-only field used in multiple forms. The value contained in the global field is duplicated across all forms that contain the field.

graphical user interface (GUI)A visual computer environment from which users can access programs and files through graphical representations on the screen, such as icons, menus, and dialog boxes.

group A category in the AR System used to define user access to form fields and functions. The AR System defines several special groups: Public, Administrator, Subadministrator, Customize, Submitter, Assignee, Assignee Group, and Flashboards Administrator. You can define additional groups through the Group form. See also access control, permission, user.

Group form The form in which you add new groups, delete groups, and modify group permissions.

guest user An unregistered user with a limited set of capabilities (submit requests and possibly review those requests). The administrator can specify whether unregistered users are allowed at your site.

guideSee active link guide, filter guide.

help deskAn IT service organization that responds to incidents and problems reported by customers, and provides the appropriate information and resolutions. See also case and AR System License.

help desk requestSee case.

help desk managerA person that monitors help desk cases, change requests and tasks to help them plan resources and to identify incident trends. The help desk manager also handles escalations and assignments, approves reassignments and change requests, and monitors day-to-day help desk activity.

help desk ticketSee case.

hidden field A field that exists but is not visible in a user’s view of the form.

import 1) The Remedy Administrator command that transfers definitions from an export file to the current server. 2) The Remedy Import command that transfers one or more data entries from an archive file to a form. 3) The ability to transfer SLAs from a file to a server. See also export.

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incidentAny event that is not part of the standard operation of a service and that causes, or may cause, an interruption to or reduction in the quality of that service. See also Problem Management.

Information Technology Infrastructure Library (ITIL)

A reference library organizations can use to improve the way they use IT.

integer data type The data type used for fields that contain numeric values between –2147483647 and 2147483647. The range for a field can be limited by the AR System administrator.

inventoryThe quantity of assets available.

ISO currency codeSee currency code.

ITILSee Information Technology Infrastructure Library (ITIL).

IT directorA person responsible for technological direction and procurement strategy. Works with lines of business managers to determine future hardware and software requirements.

IT Services applications See Remedy IT Service Management for the Enterprise

join form A type of form that contains information from two or more AR System forms. Although join forms function similar to regular AR System forms in most respects, they do not store independent data. Join forms point to the data stored on the two AR System forms that were used to create the join form.

keyword A variable whose value is defined by the AR System. For example, $USER$ represents the name of the user that is currently logged in. Keywords can be used in defining qualifications for searches, search menus, workflow, and macros; or for specifying a value in the Set Fields action for active links, filters, and escalations.

knowledge baseA repository that stores reusable solutions to customer product problems in an easy-to-retrieve format.

known errorA condition identified by successful diagnosis of the root cause of a problem when it is confirmed that a configuration item is at fault.

legacy systemA system in which a company or organization has already invested considerable time and money.

licenseSee fixed license, floating license, FTS license, read license, write license.

Lifecycle Asset ManagementManaging the life of an asset from its purchase, deployment, and disposal.

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location A configurable component composed of a region, a site, and a department. Locations are used by the auto-assignment functionality.

macro A set of operations recorded for later execution. Macros are useful for automating frequently used or complex search operations.

mail template A template that enables you to submit a request by using electronic mail. The AR System administrator generates templates from an existing form by using the export command. See also AR System Email Engine.

main form A form that users interact with directly. An application may use more than one main form. Main forms are sometimes referred to as primary forms.

main window In Remedy User, a window that displays a form in the Details pane and, optionally, the results of a search in the Results pane and prompt text in the prompt bar.

mappingThe parameters for a particular distributed operation, such as To and From servers and forms, data control issues, and field-to-field mapping definitions.

mapping historyA history tracking record created when a distributed operation occurs. This record includes the date and time of transfer, source request ID, source form, source server, and the name of the specific mapping used.

measurement The metric by which supervisors measure the ability of the support staff to meet their SLA commitments.

menu item A command accessed from a menu.

mid tier The architecture level consisting of add-in services that communicate between AR System Servers and various clients. The Remedy User client can communicate directly with AR System servers. However, browser clients must use the mid-tier add-in services to communicate with AR System Servers.

milestones A set of actions that will trigger when you progress towards the SLA goal, to make sure that your SLA goals are being met.

module A distinct area of functionality within an application. The Remedy Help Desk for the Enterprise application consists of three modules: Help Desk, Change Tasking, and Asset Inventory.

network topologyThe physical (real) or logical (virtual) arrangements of assets in a network. See also upstream, downstream, and peer-to-peer.

notification A message sent to a user via workflow. Notification can be in the form of an alert, email message, or other method using integrations.

operator One of a number of functions that enable you to define advanced searches or build qualifications.

Glossary ! 237


option groupSee selection data type.

packing list A set of associated server objects that can be viewed as a work space in the server window or used in external utilities.

page field A type of field that groups related fields and includes tabs to label those groups.

page holder field A field that contains one or more page fields and allows these grouped fields to be displayed one set at a time in a given area of the screen.

Parent/Child contractA parent, or main, contract that has other children, or subcontracts, associated with it.

peer tasks Dependent change tasks that can be completed simultaneously. See also dependent change tasks.

peer-to-peerDevices that are on the same level in an organization’s network (for example, two workstations). See also network topology.

permission The property setting that enables AR System administrators to control who can view and change individual fields of a form. Administrators also set permissions for forms and active links. Permissions are defined for each access control group. See also access control, group, user.

plug-inAn auxiliary program that works with the Remedy Asset Management server to enhance its capability. A plug-in is a dynamically linked library (DLL) on Microsoft platforms and a shared object on UNIX platforms. The plug-in service loads the plug-in at runtime.

plug-in serviceA server that loads plug-ins. The plug-in service is a companion server to the Remedy Asset Management server that loads the ARDBC, AREA, or filter API plug-ins at runtime.

preference serverAn Remedy Asset Management server that stores user preferences centrally in one or more preference forms.

Problem ManagementThe process of identifying, diagnosing, and recording the root causes of incidents to prevent problems from reoccurring.

prompt bar In Remedy User, the part of a main window that displays instructions or relevant information to the user.

property An attribute that is defined. For example, the properties of a field include its data type, physical characteristics (such as length), and whether it is required or optional.

Public group An access control group that the AR System provides. Every user is automatically a member of this group.

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push fieldsAn advanced action that allows you to push information from the “Applies To” form for which you are creating the SLA to another form on the same server.

qualification A search criteria including field references, values, and arithmetical and relational operators used to find a set of data that matches the conditions specified.

query-by-exampleA method for describing a database search visually. An empty form is displayed and the search conditions are typed in or selected in their respective fields. The AR System turns the visual query into the proper command language, such as SQL, necessary to interrogate the database.

range The upper and lower limits of acceptable values. For example, if an integer field’s range is -10 to 100, users can enter any integer from negative 10 to positive 100 inclusive.

read license A license that allows a user to search the AR System forms and to submit new requests but does not allow the user to modify existing requests. See also write license.

real data type The data type used for fields that contain floating-point numbers. The range and precision can be set by the AR System administrator.

reconciliationA feature in Remedy Asset Management for the Enterprise that checks for duplicate asset records and enables the user to delete one and keep the other.

related workflowWorkflow objects that are related to a field.

recurring review period A time period for SLAs that is used to measure data collected over a smaller period of time than what the cumulative performance is measuring.

Remedy AdministratorThe AR System client tool used by Remedy administrators and subadministrators to set up the system for use by support staff and users. Setup includes setting up forms, setting access permissions (users and groups), and creating filters, escalations, active links, menu lists, guides, and applications.

Remedy AlertThe AR System client tool through which an alert can be sent to a user. See also notification.

Remedy Asset Management for the Enterprise Console

The main interface for the Remedy Asset Management for the Enterprise application. The console works like a control panel from which users can perform their primary tasks.

Remedy Configuration ToolThe tool used to configure and manage the mid tier portion of the AR System.

Glossary ! 239


Remedy Email EngineA server-based application that communicates with both the AR System server and an email server. The Remedy Email Engine receives emails, and can parse and interpret these messages to execute specific instructions on an AR System form. It also sends emails the AR System and directs notifications as a result of filters and escalations.

Remedy Mail Server See Remedy Email Engine.

Remedy IT Service Management for the Enterprise Console

The main interface for Remedy Help Desk for the Enterprise and Remedy Change Management for the Enterprise applications. The console works like a control panel from which users can perform their primary tasks. The console contains separate features for each of the roles defined in the applications.

Remedy IT Service Management for the Enterprise

Remedy applications that focus on the expanded activities of the Information Technology organization. For example, Remedy Help Desk for the Enterprise, Remedy Asset Management for the Enterprise, Remedy Change Management for the Enterprise, and Remedy Service Level Agreements for the Enterprise are all Remedy IT Service Management for the Enterprise applications.

Remedy Service Level Agreements for the Enterprise Console

The main interface for the Remedy Service Level Agreements for the Enterprise application. The console works like a control panel from which users can perform their primary tasks, such as creating, viewing, and managing SLAs, configuring the application for user-defined forms, and generating reports.

Remedy UserThe AR System client tool in which users enter and track requests through the resolution process. Users can also search the database, generate reports, and modify existing requests with Remedy User.

report format The layout that users specify when generating a report from an AR System search. Users can choose the fields to print and the format of the report.

request A collection of information that describes an event (transaction), such as a problem or a service request.

request IDA unique numeric identifier for each request that is generated by the AR System in the Request ID field.

requesterAn internal or external customer who contacts the help desk via telephone, email, or web about an incident or a problem.

Request for ChangeA form, screen, or web page used to record details of a request for a Change to any Configuration Item within an infrastructure or to procedures and items associated with the infrastructure.

240 "Glossary

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Request ID field A core field on a form that contains the unique numeric identifier for a request or entry in the AR System. In join form entries, the Request ID field contains the Request ID field contents for each of the underlying forms, separated by a vertical bar. Previously called an entry ID.

reserved field One of a set of fields with specific rules and interpretations that are defined by the AR System.

resolutionThe agreed upon solution to a help desk incident or problem. See also case and incident.

results list 1) A list of requests that match a search. 2) An AR System Server object for displaying search results that can be added to forms and views. Multiple rows in the results list that meet specified criteria can be selected for further processing.

Results pane In Remedy User, the part of the form window that displays the results of a search.

Return on Investment (ROI)The expected monetary return on something someone has invested their time and money in.

role The Remedy IT Service Management for the Enterprise applications are based on user roles. Depending on your role in the organization—requester, support, management—you will work with a different application (or view) on your desktop. Also, a group of approvers, typically representing a job function or responsibility.

root causeThe underlying cause of an IT-related problem experienced by a customer.

salvage valueThe estimated value that an asset will realize at the end of its useful life. See also useful life.

search The process in which users display a subset of requests according to search criteria that users define.

search menu A menu list with items that are retrieved from fields in a specified form.

Section 508A law that requires United States federal agencies’ electronic and information technology to be accessible to people with disabilities (visual, motor, and auditory impairments). Three basic criteria for compliance are:

Can the tasks of this application be performed without using a mouse?

Can the tasks of this application be performed with a monitor turned off, and while using a screen reader?

Can the tasks of this application be performed with the computer’s speakers turned off?

Glossary ! 241


selection data type The data type used for fields with a set of mutually exclusive choices. The selections are displayed as option buttons or as a list of items.

selection list A list that appears when an active link performs a search that returns more than one request.

serverSee AR System server.

server tier The architecture level consisting of the AR System server that controls access to the data and any supporting services called by or used by the AR System Server.

service catalogA method of identifying a category of service in connection with a request. The service catalog for an application is typically configured by the application administrator.

Service Impact Management (SIM)A technique of managing IT resources to ensure the availability of the company's core business services.

service level agreement (SLA) A contract that determines the level of service that a customer can expect from a service provider.

service level management (SLM)Managing the quality of IT services in the face of changing needs and demands. The goal of service level management is to set up and maintain service level agreements (SLAs) between service providers and customers.

service managerThese managers use Remedy Asset Management for the Enterprise to create service objects used for interpreting business problems, for example, cost of unavailability of services to a business area.

Service Model Editor (SME)The BMC Impact Manager editing environment in which the service model is developed, managed, and published.

set fieldsAn advanced action that allows you to pull information from other forms to be set in the form for which you are creating the SLA.

shared components Workflow installed as part of all of the Remedy applications and shared among other installed Remedy applications.

solutions databaseSee knowledge base.

source control Managing server objects in AR System application development by controlling object access.

split cost centerA cost centers that enables a department to split its costs with other departments. For example, a project management group might splits its costs with an engineering department and a sales department. The project management department would be a split cost center, and the engineering department and sales department would be target cost centers.

SQL menu A menu list that pulls values from a database table by using a direct SQL command.

242 "Glossary

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status barThe part of a main window in an AR System client that displays instructions or relevant information to the user.

Status field The core field in which the AR System tracks the various stages of the resolution process for a request.

status history Information that shows what progress has been made on a request. Users can view status history from the Details pane when in modify mode in Remedy User.

straight-line depreciationA method of calculating depreciation in which assets depreciate at a constant value per year. The annual depreciation is calculated by subtracting the salvage value of the asset from the purchase price, and then dividing this number by the estimated useful life of the asset.

subadministrator An individual with limited administrative access to the AR System as defined by an administrator.

Subadministrator group One of several special access control groups that the AR System provides. Members of this group have limited administrative access to the AR System as defined by an administrator.

submitterA person who reports a problem, makes a request, or enters information into a database. See also case, request, change request.

Submitter group One of several special access control groups that the AR System provides. Users automatically belong to this implicit group for requests they have submitted. See also Assignee group, Assignee Group group.

sum-of-the-year’s digits depreciationA method of calculating depreciation in which assets lose more of their value early in their lifetime. This method of calculating depreciation of an asset assumes higher depreciation charges and greater tax benefits in the early years of an asset's life.

support caseSee case.

support technicianA person who is responsible for, or assists with, the processing of a request. A support technician may serve in either a frontline capacity, which typically involves the initial reporting of a request, or in a backline capacity, which typically involves more detailed investigation and resolution of the request.

table field Fields that display data from other requests within the context of the current request. The data appears in a spreadsheet-style format.

task A shortcut or link created in Remedy User that enables users to quickly open a specific form, search, application, or active link guide.

This is different from a change task in the Change Management application or in the Change Tasking module of the Help Desk application.

Glossary ! 243


TCOSee Total Cost of Ownership (TCO).

terms and conditions The conditions, or contract, under which the SLA is in effect.

threshold SLAsCompares a threshold to the goals defined in the SLA to determine if the SLA is met or missed. Allows you to monitor whether a critical application that you are using has responded within the time period specified in the goals.

time-based SLAs Measures the time taken, for example, to resolve a Help Desk request from the time the request was submitted to the time it was resolved. Any time that falls within the “Exclude when” qualification is ignored and not measured.

time data typeThe data type used for fields containing time values. Time values are stored as the number of seconds from 12:00:00 a.m. See also date/time data type.

toolbar In Remedy User, the row of buttons below the menu bar that enables easy access to commonly used menu commands.

toolbar button In Remedy User, an icon for a menu item that triggers an active link. See also button, menu item.

Total Cost of Ownership (TCO)A term to describe all the costs involved in owning an asset or assets.

trim Lines, boxes, text, and URL links used to enhance the usability and appearance of a form.

trim data type The data type of fields that enhance a form’s usability and appearance. Trim includes lines, boxes, URL links, and text. These fields do not contain data.

upstreamDevices that are typically closer to the network backbone (client machines or servers). See also network topology and downstream.

useful lifeThe number of years that a depreciable asset is expected to be in use.

user Any person with permission to access the AR System. See also access control, group, permission.

user default A value or set of values that a user can predefine. A user default overrides an AR System administrator default. See also administrator default.

User form The form in which administrators add users to the AR System and specify the type of access each will have.

user interface (UI)The junction between a user and a computer program. An interface is a set of commands or menus through which a user communicates with a program. A command-driven interface is one in which you enter commands. A menu-driven interface is one in which you select command choices from various menus displayed on the screen. See also graphical user interface (GUI).

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User’s Guide

variable A data element that changes according to the conditions.

vendor form Forms that allow users to connect to external data sources, such as text or spreadsheet data, that reside on local or remote servers.

verification reports A series of reports confirming that someone is assigned to all change requests, change tasks, and help desk cases.

viewSee form view.

view field Field that provides a browser window within a form. Can be used to display a URL, the contents of an attachment, or direct HTML text.

view form A form that allows users to connect to external database tables accessible by the AR System database user.

view layout The location of fields in a user view.

view user interface (VUI) A structure that contains information about a single view.

web client An AR System client that runs in a web browser to provide a user interface to AR System applications.

Web ServiceA programmatic interface that enables messages to be sent to and received from an application over a network (Internet or intranet), using standard Internet technologies. It uses a combination of platform-independent protocols such as Extensible Markup Language (XML), Web Services Description Language (WSDL), and Simple Object Access Protocol (SOAP).

Web Service Description Language (WSDL)An XML-based language used to define web services and how to access them.

wildcard A character that users can enter to represent other characters in a search. For example, in search statements in character and diary fields, users can specify wildcards to match single characters, strings, or characters within a range or set.

workflow 1) A set of business processes used to run a company. 2) The automation of business processes through actions performed by active links, filters, and escalations.

work space A subset of all objects on the server displayed in Remedy Administrator. This subset of server objects is defined in a packing list.

write license A license that allows a user to modify and save data in existing requests as field and form permission settings allow. See also fixed license, floating license, read license.

XML Schema or XML Schema Definition (XSD)Provides a means for defining the structure, content, and semantics of XML documents.

Glossary ! 245


246 "Glossary

Index

Aaccess control groups

application 80Remedy Help Desk 53

active links, defined 22adding

applications to the Windows Start menuRemedy Help Desk 48

asset down status definitions 133people to groups 79postal codes 118shortcuts to the Windows Desktop

Remedy Help Desk 45states and provinces 117

Address configuration tasks 19addresses, configuring 113administrator

adding to APP-Administrator group 60required groups 18

advanced configuration tasks 19overview 122Remedy Asset Management 123Remedy Change Management 123Remedy Help Desk 122

Airpro pager command line example 110APP-Administrator access control group

adding people to 80Remedy Help Desk 54

application administrator, defining 59application permission groups, defining 80

applicationsCitizen Response 16configuring 9Customer Support 16installing two or more

on Remedy Help Desk 35Quality Management 16Remedy Asset Management 16Remedy Change Management 16Remedy Help Desk 16SLA 16

APP-Management access control groupadding managers to 72adding people to 80Remedy Help Desk 54

APP-Purchasing access control groupadding people to 80Remedy Asset Management 54

APP-Receiving access control groupadding people to 80Remedy Asset Management 54

APP-Reporting access control groupadding people to 80

Approval Admin access control groupadding people to 80Asset Management 53

Approval Server 20approvals

approval processespredefined 140selecting 143

Index ! 247


approval roles, defined 155configuring

change level 148custom 152management chain 144

emergency, defined 140non-emergency, defined 140

approverscombining roles and individuals 155groups

configuring 155defined 155

roles 155APP-Support access control group

Remedy Asset Management 53Remedy Help Desk 54

AR Systemcreating AR System User Preference records

Remedy Help Desk 52error log 28log files 28permissions 70User form 59version 27

Asset 129Asset Approval Process for Configurations

configuring 124modifying 125overview 124task 124

asset categorization 22levels 65

Asset Contract Categorization task 127Asset Contract Categorizations

configuring 127defining 127deleting 127

Asset Deletion task, overview 129Asset Depreciation Criteria Configuration

task 130asset down status definitions

defining 132deleting 133modifying 133

Asset Down Status task 132

Asset Inventory Settings task 134Asset Management

Approval Admin access control group 53asset notifications

creating 137deleting 137modifying 137

Asset Notifications Configuration task 135Asset Reconciliation Configuration Console

task 138Asset Reorder Level and Lead Time Specification

task 138assets

configuring depreciation criteria 130deleting 129deleting depreciation criteria 131discovery services 135duplicate records 129modifying depreciation criteria 131relating to cases 66

assigning skillsto support groups 86to support individuals 91to support staff 86

assignment processbusiness models for 84defined 101deleting 101

audience for this guide 10availability SLAs

automatically attaching records to 204using with custom applications 200

Bbase form, web service 209browser compatibility matrix 26, 27, 30, 31, 59bulk items

configuring 138deleting 139modifying 139removing 139

business hours, configuring 95

Ccategorization

248 "Index


bulk items 138category type level 64configuring 66creating 64creating relationships 66defining 66deleting 69item level 64modifying 69Remedy Help Desk

assets 65creating 67defaults 66overview 64

type level 64using in multiple modules and applications 66

categorizing assets 22change approvals

defined 140Non-emergency Changes task 144

Change Approvals task 143change categorizations, creating 65change level approvals, configuring 148change requests

defined 65emergency, options 143templates

creating 184deleting 186modifying 186removing 186

Change Taskingescalations 155support staff personal preferences 104

Change Tasking Escalations task 159Change Tasking module of Remedy Help Desk 65Change Tasking Settings task 159Charge-back Time Periods task 159charge-back time periods, creating 159combination installations 34command line paging

Airpro pager example 110configuring 108defined 108Telamon pager example 109

companies and contactsconfiguring contacts 163creating companies 162deleting 164modifying 164

companies, configuring 162Company and Contact Configuration task 161compatibility matrix, browser 26, 27, 30, 31, 59configuration prerequisites 18configuration tasks

Asset Approval Process for Configurations 124

Asset Contract Categorization 127Asset Deletion 129Asset Depreciation Criteria

Configuration 130Asset Down Status 132Asset Inventory Settings 134Asset Notifications Configuration 135Asset Reconciliation Configuration

Console 138Asset Reorder Level and Lead Time

Specification 138Change Approvals, Non-emergency

Changes 144Change Tasking Escalations 159Change Tasking Settings 159Charge-back Time Periods 159Company and Contact Configuration 161Configure Survey Questions 165Cost Categorization 166Cost Centers 169Define Summary Definitions 177Predefined Change Templates 183Predefined Tasks Templates 186Remedy Asset Management Settings 134Remedy Change Management Escalations 155Remedy Change Management Settings 157Remedy Help Desk Escalations 180Remedy Help Desk Settings 182TCO Define Cost Rates 190

configuration, companies 162Configure Business Holidays form 95Configure Business Workdays form 95Configure People Definition form 111

Index ! 249


Configure Survey Questions task 165configuring

addresses 113applications 9approver groups (roles) 155Asset Approval Process for

Configurations 124asset contract categorizations 127asset down status 132bulk items 138business hours 95categorization 66change level approvals 148command line paging 108contact categorizations 127contacts 163cost categorizations 167cost centers 171countries 114custom approvals 152depreciation criteria 130email paging 73groups 75lists 22locations 62management chain approvals 144notifications 135overview 18pager vendors 111people 70people in groups 79postal codes 118predefined summaries 179prerequisites 18provinces and states 116purchase reorder levels 138Remedy Application Configuration 18Remedy ITSM applications 18Remedy Service Level Agreements 9, 10roles 155states and provinces 116using categorization 66workday business hours 95ZIP codes 118

contacts

configuring 163configuring categorizations 127creating 163

contract categorizationsdeleting 127modifying 127

Cost Categorization task 166cost categorizations, configuring 167cost centers

adding target cost centers 173configuring 171defined 169deleting 175modifying 175removing 175source, defined 170target, defined 170

Cost Centers task 169cost rates, defining 191, 193countries, configuring 114creating

AR System User Preference recordsRemedy Help Desk 52

asset notifications 137categorizations 64, 67change categorizations 65change request templates 184charge-back time periods 159companies 162contacts 163groups 75holiday definitions 100locations 63notifications 135people 71people in groups 79Predefined Task Templates 187support staff personal preferences 104survey questions 165Windows shortcuts

Remedy Help Desk 45workday definitions 96

custom applications 200custom approvals, configuring 152customer support web site 21

250 "Index


customizingnotifications 23Remedy ITSM applications 20

Ddata language defined 24database

Microsoft SQL Server 29database transaction log, increasing capacity 28databases

IBM DB2 29Microsoft SQL Server 29recommended disk space 28Sybase 30

Define Summary Definitions task 177defining

application administrator 59application permission groups 80approval role 155Asset Contract Categorizations 127asset down status 132, 133assignment process 101categorizations 66cost rates

by assignee group 193by category 191

groups 75notifications 135people 71request summaries 178summaries 177support staff personal preferences 104survey questions 165

deletingasset contract categorizations 127asset down status definitions 133asset notifications 137bulk items 139categorizations 69change request templates 186companies and contacts 164contract categorizations 127cost centers 175depreciation criteria 131duplicate asset records 129

groups 78holiday definitions 101locations 64notifications 137people 75postal codes 120Predefined Task Templates 189purchase reorder levels 139reconciled asset entries 129request summaries 180skills

from support groups 90from support individuals 94

support staff personal preferences 107workday definitions 97

depreciation criteriaconfiguring 130deleting 131modifying 131

detailed log files 198discovery services 135disk space, recommended 26display language defined 24document-style, messaging for web services 208duplicate asset records, deleting 129

Eeducation, Remedy 20Electronic Software Distribution 39email notifications, using 27email paging

configuring 73defined 108

emergency approvals, defined 140emergency change requests, options 143error log

AR System 28files 198

escalationsChange Tasking 155default 157defined 23modifying 155, 156, 181Remedy Change Management 155Remedy Help Desk 180

Index ! 251


ESD 39

Ffield lists 22filters defined 22fixed licenses 18floating licenses 18forms

AR SystemGroup 55Person Information 70User 59, 70

Configure Business Holidays 95Configure Business Workdays 95Configure People Definition 111SLA Config 205SLA_Attach 201

GGeneral configuration tasks 19General Notification Group, defined 76general notification groups, Remedy Help Desk 55Group form not detected message 196Group form, AR System 55groups

access controlRemedy Help Desk 53

adding people to 79Administrator, AR System 18, 27APP-Administrator

as a configuration prerequisite 18, 27Remedy Help Desk 54

assigning responsibilities to support groups 86

assigning skills to support groups 86configuring 75default group IDs

Remedy Help Desk 55defining 75deleting 78deleting people from 81general notification

Remedy Help Desk 55General Notification Group, defined 76modifying 78

notification, defined 75Problem Management access control, Remedy

Help Desk 54support notification

Remedy Help Desk 55Support Notification Group, defined 76

gunzip utility 40

Hholiday definitions

deleting 101modifying 101

IIBM DB2 database 29installation

combinations 34logging 197notes, web services 31post-installation task for SLAs 199prerequisites 25script, running

Remedy Help Desk 40software, obtaining on the Web 39troubleshooting 196

installingonline help files

on UNIX 43on Windows 36

overview (illustrated) 17Remedy Email Engine 27Remedy Help Desk

on UNIX 39on UNIX as non-root 39on Windows 34

Remedy Service Level Agreements 9, 10shared components 17two or more applications, Remedy Help

Desk 35internationalization overview 23

Kkeywords for summaries 178

252 "Index


Llicenses

fixed 18floating 18

licensingRemedy Help Desk 45

listsconfiguring 22field 22

localization overview 23locations

configuring 62creating 63deleting 64modifying 64

log filesapplication installation 197AR System 28detailed 198error 198Remedy Installation Kit 197summary 198using to troubleshoot an installation 198

Mmanagement chain approvals, configuring 144mapping, in web services 209memory, recommended 26Microsoft SQL Server database 29modifying

Asset Approval Process for Configurations 125

asset contract categorizations 127asset down status definitions 133asset notifications 137bulk items 139categorizations 69change request templates 186companies and contacts 164contract categorizations 127cost centers 175depreciation criteria 131escalations

predefined 155Remedy Help Desk 180

groups 78holiday definitions 101locations 64notifications 137people 75postal codes 120Predefined Task Templates 189purchase reorder levels 139request summaries 180support staff personal preferences 107workday definitions 97your web service 210

Nnon-emergency approvals, defined 140notification groups

defined 75defining 75Remedy Help Desk 55

notificationscustomizing 23defining 135deleting 137modifying 137removing 137

Oobtaining installation software on the Web 39Offset Hours field, business hours 97offset value for business time calculations 98online help files

installingon UNIX 43on Windows 36

opening Remedy Application Configuration 58operations, web service 209optional tasks 20Oracle database 30

Ppaging

command line 73, 106, 108configuring pager vendors 111email 73, 106, 108third-party software vendors 108

Index ! 253


patches 26people

configuring 71creating 71defining 71deleting 75modifying 75VIPs 72

people in groupsconfiguring 79creating 79

permission groupsapplication 80Remedy Help Desk 53

permissions, AR System 70Person Information form, AR System 70personal preferences, support staff 104populating groups 79postal codes

configuring 118deleting 120modifying 120

predefined approval processes 140Predefined Change Templates task 183predefined reports 22predefined summaries

configuring 179overview 177

Predefined Task Templatescreating 187deleting 189modifying 189sequence 189task 186

prefix, changing for SLAs 200prerequisites

configuration 18Remedy ITSM applications installation 25

Problem Management access control groupadding people to 80Remedy Help Desk 54

provinces and states, configuring 116purchase reorder levels

configuring 138deleting 139

modifying 139

RRE Definition Author access control group

adding people to 80RE Manual Identification access control group

adding people to 80RE Operator access control group

adding people to 80recommended

disk space 26memory 26

reconciled asset entries, deleting 129records, attaching to availability SLAs 204relating assets to cases 66Remedy Application Configuration

console 19opening 58overview 18

Remedy Approval Serverforms 20

Remedy Asset Managementadvanced configuration tasks 123application 16APP-Support access control group 53notifications 135web services 222

Remedy Asset Management Settings task 134Remedy Change Management

advanced configuration tasks 123application 16approvers 140escalations 155web services 219

Remedy Change Management Escalations task 155Remedy Change Management Settings task 157Remedy education 20Remedy Email Engine, installing 27Remedy Help Desk

advanced configuration tasks 122application 16assigning skills to individuals 91categorization

creating 67default 66

254 "Index


levels 64overview 64

Change Tasking module 65designating support staff 87escalations 180groups

access control 53APP-Administrator access control 54APP-Support access control 54default group IDs 55notification 55Problem Management access control 54

installing 34on UNIX 39on UNIX as non-root 39

item categorization level 64licensing 45support staff

business models 84configuration overview 84personal preferences 104

type categorization level 64web services 216

Remedy Help Desk Escalations task 180Remedy Help Desk Settings task 182Remedy Installation Kit log files 197Remedy ITSM applications

about 9architecture 17configuring 18creating users 70customizing 20installation log files 197installation prerequisites 25overview 9, 16web views 17workflow definitions 21

Remedy Service Level Agreementsconfiguring 9, 10installing 9, 10

Remote Procedure Call, messaging for web services 208

removingasset contract categorizations 127asset down status definitions 133

asset notifications 137bulk items 139categorizations 69change request templates 186companies and contacts 164contract categorizations 127cost centers 175depreciation criteria 131duplicate asset records 129groups 78holiday definitions 101locations 64people 75postal codes 120Predefined Task Templates 189purchase reorder levels 139reconciled asset entries 129request summaries 180skills

from support groups 90from support individuals 94

support staff personal preferences 107workday definitions 97

reportsaccessing 52predefined 22viewing from the Web

Remedy Help Desk 53request summaries

defining 178deleting 180modifying 180

required tasks 20responsibilities

assigningto support groups 87to support individuals 91

deletingfrom support groups 90from support individuals 94

roles, configuring 155running, application installation script 40

Sscript

Index ! 255


installation, runningRemedy Help Desk 40

service desk staffentries in the User form 72license requirements 72manager 72

shared components, installing 17shortcuts to applications

creating forRemedy Help Desk 45

skillsassigning

to support groups 87to support individuals 91

deletingfrom support groups 90from support individuals 94

SLAsadvanced configuration tasks 124application 16availability

automatically attaching records to 204using with custom applications 200

changing the prefix 200post-installation tasks 199web services 224

states and provinces, configuring 116summaries

definitions 177keywords 178, 179

summary log files 198Support Notification Group, defined 76Support Specifics configuration tasks 19support staff

assigning responsibilities togroups 86individuals 91overview 86

assigning skills togroups 86individuals 91overview 86

deleting responsibilities from groups 90deleting skills from groups 90designating for Remedy Help Desk 87

notification groupsRemedy Help Desk 55

personal preferencesChange Tasking 104creating 104deleting 107general 104modifying 107overview 104Remedy Help Desk 104

Remedy Help Desk business models 84support web site 21, 22support-specific configuration, overview 84survey questions, creating 165Sybase database 30

Ttable fields, defined 23target cost centers, adding 173task templates 186tasks

additional configuration 19Address configuration 19advanced configuration 19General configuration 19optional 20order of 20required 20Support Specifics configuration 19

TCO Define Cost Rates task 190Telamon pager command line example 109troubleshooting the installation 196

UUNIX

online help filesinstalling 43

Remedy Help Deskinstalling 39

UNIX as non-rootRemedy Help Desk

installing 39User form, for AR System permissions 70users, license type required 70

256 "Index


VVIP field 72

Wweb services

and AR System 209and Remedy Asset Management 222and Remedy Change Management 219and Remedy Help Desk 216Base form 209clients 215defined 208describing 208document-style messaging 208installation notes 31mapping 209modifying 210operations 209Remote Procedure Call messaging 208XML schema 210

Windows 34online help files

installing 36Remedy Help Desk

installing 34workday definitions

creating 96deleting 97modifying 97

workflowdefinitions 21definitions in IT Service Management for the

Enterprise 21documentation 21

writing web service clients 215

XXML forms, for web services 210

ZZIP codes, configuring 118

Index ! 257


258 "Index

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Remedy 6.0

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Transcript of Remedy 6.0