Remedy Application Administration

1. Remedy Application Administration An Overview for IT Service Desks Provided by the State of North Carolina, Information Technology Services, ITSM & ITAM Services

2. Course Objectives • Getting Started • Working with Organizations/Agencies, Departments/Divisions, Sections, and Units • Working with Sites • Working with Support Groups • Working with People • Working with Products, Product Aliases, Product Model/Versions, Product Associations • Working with Operational Categorizations, Operational Categorization Associations • Adding Generic Categorizations (Causes, Resolution Categorization) • Working with Assignment Rules • Working with Incident Management Info (Scripts, Templates, Decision Trees, etc.)

3. Getting Started Application Administration Console can be accessed from the IT Home Page.

4. Getting Started Administration Console has 2 tabs: Standard and Custom. Most of the basic tasks can be completed in either tab.

5. Getting Started Administration Console has 2 tabs: Standard and Custom.

6. Adding an Organization/Agency, Department/Division, Section, and Unit To create a new organization/agency, Click on create next to “Organization” in the Standard Configuration tab of the Application Administration Console.

7. Adding an Organization/Agency Type the new desired Agency (and Division if you choose) and click Add.

8. Adding a Department/Division To add a new Division to an existing Agency, choose the Agency from the dropdown, then type in the desired new Division.

9. Adding a Section/Unit To add a new Section to an new Division, type or select the Agency and Division from the dropdowns, then click Create Section/Unit.

10. Adding a Section/Unit To add a new Section to an existing Division, do a Crtl-o to open the form NCC:Site:Section. Choose the existing Agency and Division from dropdowns, then type in Section (and Unit, if desired) and click Save.

11. Editing/Removing an Organization/Agency From the Custom tab of the Administration Console, choose Companies and Organizations.

12. Editing/Removing an Organization/Agency To search for your company, go to the Organization tab and click Update Organizations. Choose the Agency/Division, then edit it in the windows at the top of the update screen, and click the appropriate Modify button or Delete.

13. Editing/Removing an Organization/Agency WARNING: Updating an Agency or Division does not update the people records associated with that Agency/Division. People records without a valid Agency/Division must be corrected before use in tickets.

14. Editing/Removing a Section/Unit To edit/remove a Section or Unit, do a Crtl-o to open form NCC:Site:Section. Do a search to find the existing Section/Unit. Make the desired changes and click Save.

15. Adding a Site To add a Site from the Standard Configuration tab of the Application Administration Console, click Create next to Location.

16. Adding a Site In the resulting dialog, enter the desired site information. Every Site name in the Remedy system must be unique. The standard Remedy has adopted for Site name is the first 4 letters of the city followed by the street address (using postal abbreviations). If the system says the site already exists, add your company’s association to it instead.

17. Editing, Removing a Site You should never edit or remove a site. Sites are shared information, and you could invalidate people records and tickets at other companies if you edit or remove a site. Instead of editing a site, add a new site with the changes. Instead of removing the site, remove your company’s association to the site. Note: You cannot see the associations for other companies (you may see sights that appear to have no associations that do have associations to other companies).

18. Adding/Removing a Site Association or Alias To add or remove an association from a site or to add a site alias, open the Site form from the Custom Configuration tab of the Application Administration Console.

19. Adding a Site Alias You may want to refer to a site by a non-address name, like NC Museum of Art. This is known as a Site Alias. Search for the site, go to the Site Alias tab, and click Update.

20. Adding a Site Alias Type in your desired alias and click Add. Be sure not to edit or remove anything that is already there. It may be in use by another company.

21. Removing a Site Association Search the site names for the desired site, then choose the Company Relationships tab and click update.

22. Removing a Site Association In the resulting dialog, choose the company relationship you want to remove and click Delete.

23. Adding a Support Group To add a Support Group, from the Standard Configuration tab of the Application Administration Console, click Create next to Support Group.

24. Adding a Support Group In the resulting dialog, enter or choose the desired Support Organization and the desired Support Group Name and choose the desired Role from the dropdown. Then click Add.

25. Editing, Removing a Support Group To edit/remove a support group, open the Support Groups form from the Custom Configuration tab of the Application Administration Console (under Foundation).

26. Editing or Removing a Support Group Do a search and change whatever available field you wanted to update. Changing the status (to offline, archive, or delete) can remove the group from use. Note: The Support Organization/Group Name cannot be changed.

27. Adding a Person To add a person, open the People form from the Custom Configuration tab of the Application Administration Console (under Foundation).

28. Creating a Person Record The role of the individual determines which fields will be filled in and what values will be placed into each person’s record. You may create and use templates when creating multiple similar records.

29. Creating/Editing a Person Record Key components of a person record: • Header • General • More Details • Attributes • Work Info • Financials • Login/Access Details • Support Groups • Notifications • Alternate Approvers

30. Creating/Editing a Person Record Header The header of the Person record contains the name information, ID numbers, and basic person details. The Profile Status controls the availability of a person record for use. To temporarily remove a person from use, set the status to Offline or Archive. To permanently remove a person, set the status to Delete. People records with a status of delete are removed nightly.

31. Creating/Editing a Person Record General Tab The General tab contains Agency/Division information, contact information, and location information. The Site field isn’t bold, but is required before saving the person record. Assignment information would be used if using the auto-assignment tools (see the Incident Rules section).

32. Creating/Editing a Person Record More Details Tab The More Details tab contains additional address, telephone and email information. It also contains the system information about the record, such as when it was created or modified, and by whom.

33. Creating/Editing a Person Record Attributes Tab The Attributes tab displays information about skills, education, and other profile information. This includes HR/Benefits information.

34. Creating/Editing a Person Record Adding/Updating Attributes: Select a type of attribute to add/edit Then choose either update or create. The resulting dialog will depend on the attribute type chosen. Fill out the desired fields and Save.

35. Creating/Editing a Person Record Work Info Tab Whenever making a modification to any record, make a note of it in the Work Info tab. All person record changes should be noted, ex. changes in Section or Site.

36. Creating/Editing a Person Record CIs Tab “CI” stands for “Configuration Item,” i.e. an asset. Add relationships to CIs with the Relate button.

37. Creating/Editing a Person Record Financials Tab Every person can be associated with cost centers, have an accounting code, and have an hourly rate indicated in their person record.

38. Creating/Editing a Person Record Login/Access Details Tab The Login/Access Details tab contains the user’s Login ID, password, license information, permissions, and access restrictions. A person will need access to the tenancy/company and any vendors they may need create vendor tickets for. The Login ID for support users is always the NCID in lower case. The password is alwaysblank. Customers must receive a “read” license. Support users receive either a “fixed” or “floating” license. The Full Text license type is always “None”

39. Creating/Editing a Person Record Login/Access Details Tab: Application Permissions Permission groups are described in the window above the Add/Modify button. Some permission groups require a license some do not. If you are unsure of what type of license to use, please contact ITSM & ITAM Services.

40. Creating/Editing a Person Record Login/Access Details Tab: Access Restrictions Chose a company from the dropdown. Each person needs access to the tenancy company and any vendors they need to create vendor tickets for.

41. Creating/Editing a Person Record Support Group Tab Every support person must be a member of at least one support group. Someone marked Unavailable in a support group will not appear in the dropdown list for assignment for that support group.

42. Creating/Editing a Person Record Support Group Tab In addition, any support person can have additional functional roles in any support group they are a member of. These are group-specific permissions.

43. Creating/Editing a Person Record Support Group Tab: Update Support Groups and Roles

44. Creating/Editing a Person Record Support Group Tab: Update Support Groups and Roles

45. Creating/Editing a Person Record Notifications Tab The Notification tab allows you to set the user’s Default Notification Mechanism, the user’s Notification Availability, and allows you update the user’s notification preferences.

46. Creating/Editing a Person Record Updating Notifications To update notifications for a person, click Update Notifications in that record. You can view existing notification rules, or switch into create mode to make a new one.

47. Creating/Editing a Person Record Alternate Approvers Tab Alternate approvers used by the Change Management Application. Usually this is updated by the user, rather than by an administrator.

48. Creating/Editing a Person Record Use the Alternate Approvers tab to keep alternate approvers current.

49. Adding a Product To add a product, open the Product Catalog form from the Custom Configuration tab of the Application Administration Console (under Foundation). You can also add product categorizations with or without a product.

50. Creating/Editing a Product Choose the desired categorization (or part thereof) from the dropdowns in the search criteria section at the top, then click search. Results will show in the two windows below.