Introduction Purpose... 4 Scope... 4 Icons Getting Started Logging In... 5 Logging Out... 5 Getting Help... 6 Navigating...

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1 Remedy Basic Features Version 2.2 Modified: 12/01/2017

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3 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Icons... 4 Getting Started... 4 Logging In... 5 Logging Out... 5 Getting Help... 6 Navigating... 6 Working with Consoles... 8 Viewing Consoles... 8 Filtering Records... 9 Counts Quick Links Details and Tasks Functions Searching Using Search Searching Work Details Performing a Global Search Working with Forms Auto-fill Fields Mandatory Fields Field Icons Best Practice View Error Messages References Manitoba ehealth Documents BMC Remedy Help Manitoba ehealth Page 3 of 28

4 INTRODUCTION Purpose The purpose of this guide is to provide users with the necessary procedures to execute basic activities and tasks within Remedy. Scope The target audience for this document is second level support staff but the information may also benefit Manitoba ehealth management and Service Desk staff. Icons The following icons are used throughout this guide. Points to reference sources that contain more information on the topic Indicates that the information is an important business rule, principle or standard in the Problem Management process Warns of the consequences of doing or not doing a certain action Identifies a tip or a shortcut GETTING STARTED The Remedy application is subject to WRHA policies, including but not limited to Privacy, Security, Confidentiality and Standards of Conduct Policies. See WRHA policies for further information: Individuals must only utilize their Privileged Access to applications/systems and the information in such applications/systems (including Remedy) as required to perform their duties and responsibilities to Manitoba ehealth. See Privileged Access Guideline: Manitoba ehealth Page 4 of 28

5 Logging In You may log in to Remedy from any internet connection. To log in: 1. Go to 2. Type your network ID and password into the User Name and Password fields. 3. Click Log In. The home page appears. Supported browsers in Remedy are Firefox and Internet Explorer. You cannot change your password in Remedy. Your password is managed through your network login. Logging Out To log out of Remedy: Click Logout in the top right corner of the Remedy window. Do NOT end your Remedy session just by closing your browser window. This will leave your Remedy license running; it must be closed out when you leave Remedy. Manitoba ehealth Page 5 of 28

6 Getting Help To access the application help files, click on the Help link located in the top right corner of the screen and then select the help module that you want to open. Navigating The default home page in Remedy is the Overview Console. This is a summary view that shows all types of tickets (Incidents, Changes, Problems, Known Errors, and Tasks). Double-click a record to open it. By default most items in Remedy will open up in the existing window. If you want a console or record to open in a new window, hold down the SHIFT key as you open the item. The default home page is set in Functions > Application Preferences (see page 17). If the Overview Console is no longer your default home page, you can still view it by selecting Applications > Foundation Elements > Overview Console. Manitoba ehealth Page 6 of 28

7 The Breadcrumb area is located at the top of the Remedy window and will display a trail of items that you have recently opened in the application. You may return to any item in the Breadcrumb by clicking it. Breadcrumb area The following buttons are located at the top of the Remedy window and may also be used for navigation. Button Description Allows you to navigate sequentially through various records and areas of the application that you have been to within your current session Displays a list of the most recent items that you have visited; you may return to any item in the list by selecting it Takes you to your default home page (as specified in Application Preferences) Only active in a form such as Incident, Change, or Problem; creates a corresponding new item Only active in a form such as Incident, Change, or Problem; opens the corresponding search form Browser navigation buttons such as Home, Forward and Back should not be used within Remedy. The application has its own buttons that will emulate that functionality. The Applications list is an expandable menu that contains links to various consoles and quick actions such as creating a new ticket or searching for a ticket. Click the double arrow on the Applications tab to expand/collapse the menu. Manitoba ehealth Page 7 of 28

8 WORKING WITH CONSOLES Viewing Consoles The consoles in Remedy are opened through the Applications menu. Each console displays records that are specific to that particular module. Double-click a record to open it. Applications > Incident Management > Incident Management Console The Incident Console displays Incident (INC) records. Applications > Change Management > Change Management Console The Change Console displays Change (CRQ) records. Applications > Problem Management > Problem Management Console The Problem Console displays Problem Investigations (PBI), Known Errors (PKE), and Solutions (SDB). Note: The Solutions (SDB) feature has not yet been implemented within Manitoba ehealth. Manitoba ehealth Page 8 of 28

9 To refresh the list in a console, click the Refresh button in the top right corner of the window. Filtering Records At the top of each console, there are a number of options that allow you to control which records are displayed. SHOW Value All Submitted By Me Assigned To Me Assigned to My Selected Groups Assigned to All My Groups Watch List (Incident only) Description Shows all tickets regardless of Group, Assignment, or Submitter Shows all tickets that you have submitted Shows all tickets in which you are the Assignee Displays a window in which you can select which of your groups you want to see tickets for (based on Assigned Group) Shows all tickets assigned to all groups that you are a member of Shows all Incidents that you have added to your Watch List The default value for the Show menu is set in Functions > Application Preferences (see page 17). Manitoba ehealth Page 9 of 28

10 FILTER BY Working in conjunction with the selected Show option, the Filter By field allows you to further filter the list. You can choose from the defined filters, as well as create your own (see Manage My Filters on page 11). Incident Defined Searches Filter Type All Open All Open by Status All Open Escalated All Open SLA Breached All Open Submitted By Me All Open Unacknowledged All Open Unassigned All Resolved Description Incidents that are not Resolved Incidents that are not Resolved and have been changed to a specific status Incidents that are not Resolved and have triggered an escalation notification Incidents that are not Resolved and have exceeded the resolution target Incidents that have submitted and are not Resolved Incidents that are not Resolved and have not yet been changed to a Status of In Progress Incidents that are not Resolved and have not yet been assigned to an individual Incidents that have been resolved Change Defined Searches Filter Type By Status Description Changes that are in the selected Status Manitoba ehealth Page 10 of 28

11 Problem Defined Searches Filter Type All Types Known Error Problem Investigation Solution Database Description Filter Known Errors, Problems, and Solutions by status Filter Known Errors by status and impact Filter Problems by status and impact Filter Solutions by status MANAGE MY FILTERS Select the Manage My Filters button to create and save your own filters. See Syntax Examples on page 22 for examples of how to build a search qualification. Select Filter By > My Searches to apply a filter that you ve saved. Manitoba ehealth Page 11 of 28

12 ROLE Working in conjunction with the other selected filters, the Role field allows you to further filter the list by role. Incident Change Problem The Role field is unavailable if you select All or Submitted By Me from the Show menu. MORE FILTERS Select the More Filters button to apply a filter based on criteria that you enter into form field(s). Note: The image shown above is the Incident More Filter Criteria form. The same form in the Change and Problem consoles will display fields that correspond with those types of tickets. Once a filter has been applied using this form, the funnel icon next to this button will turn blue as shown below. Select More Filters > Clear All to clear the filter. Manitoba ehealth Page 12 of 28

13 Counts This section displays a summarized count of records shown in the corresponding console. Click a link to filter the list accordingly. Incident Change Problem Quick Links Option Description Create a new ticket (specific to the console you are in) Open the selected record Launch a print preview of the selected record Launch an interactive guide of the Remedy process (specific to the console you are in) Incident Only - Assign the selected record to yourself or another member of your group, or close the selected Incident Incident Only - Add the selected record(s) to your Watch List (for tracking purposes). Select Show > Watch Lis to see all the incidents on your Watch List. Customize the refresh interval and which columns appear in the table Save changes that you have made to the refresh interval or column settings (position, width, etc.) If you do not save the changes that you have made to your refresh interval or column settings via the Preferences menu, they will be lost when you logout of Remedy. Manitoba ehealth Page 13 of 28

14 Details and Tasks This section is located at the bottom of the console and gives a quick summary of the selected record including the work information added. The specific details shown will vary depending on which console you are in. Click the button to quickly add additional work info without opening the ticket. Select the link to view the Tasks that are related to the selected record. Click the arrow next to Details and Tasks to hide/display this section. Functions OVERVIEW Incident Change Problem Manitoba ehealth Page 14 of 28

15 Option New Search Advanced Search Atrium Impact Simulator View Calendar Task Console My Profile Application Preferences Reminders Reports Manage CIs KPIs Document Viewer Description Create a new ticket (specific to the console you are in) Launch the search form (specific to the console you are in); see Using Search on page 19 Search for information that was entered on the Work Detail tab; see Searching Work Details on page 24 Change only - Not presently used Change only - View all changes in a calendar format Launch the Task Console View and/or update your Remedy profile information; discussed further below Customize how the application works for you; discussed further below Create reminder s for individuals or support groups Create web reports and run existing reports Not presently used Incident and Problem only - Display graphical metrics related to the module View documents such as the Queue Manager Phone List, Process and Principle Guides, Remedy Training Material, and Personal Health Information Manitoba ehealth Page 15 of 28

16 MY PROFILE Select Functions > My Profile to change your personal profile settings. Some profile settings can adversely affect the way in which the system interacts with you. Contact the Manitoba ehealth Service Desk if you are unsure about any settings in your profile. Your profile settings are stored on the server and will be in effect on any workstation that you log onto. If you make changes in your profile, they will NOT be populated into any other system within ehealth. For further details refer to Viewing your profile in the BMC Remedy Help. Manitoba ehealth Page 16 of 28

17 APPLICATION PREFERENCES Select Functions > Application Preferences to change your preference settings. Set the default view Select the default display for the Show menu in every console Specify which types of tickets will show in the Overview Console Specify what happens after a new record is saved The tab that is initially displayed in the bottom section of the form corresponds with the console that you are currently in. The image above shows options on the Incident Management tab. The images below show similar options on the Change Management and Problem Management tabs. Manitoba ehealth Page 17 of 28

18 IT Home Page One of the options that you have for your Default Home Page is IT Home Page. This is a configurable page that can contain up to four different types of summary information. Use the three buttons in the top right corner of the screen to configure the IT Home Page. Adds all four windows which you can configure using the dropdown lists Saves the changes you ve made to the layout Restores the layout to the original single pane Each section is configurable via three buttons in the top right corner of each pane. Allows you to adjust what is seen in the pane Shrinks the pane Removes the pane from the page For further details refer to Setting application preferences in the BMC Remedy Help. Manitoba ehealth Page 18 of 28

19 SEARCHING Using Search OPENING A SEARCH FORM There is a separate search form that corresponds with each type of ticket in Remedy (Incident, Change, Problem, and Known Error). Each search form can be opened from the Applications menu or from within the corresponding console. Applications > Incident Management > Search Incident Applications > Change Management > Search Change Applications > Problem Management > Search Problem or Known Error Manitoba ehealth Page 19 of 28

20 Incident Console Change Console Problem Console You can also open a search form from the Incident, Change, or Problem consoles by clicking the Search button in the top left corner of the window. The Incident search form is shown below. The Change, Problem, and Known Error search forms are similar but will contain fields that correspond with the respective type of ticket. Manitoba ehealth Page 20 of 28

21 PERFORMING A BASIC SEARCH To do a basic search: 1. Enter criteria into the form field(s). 2. Click or press Enter. Records that match the criteria appear in a results pane at the top of the search form. Results pane To resize the panes, place the mouse pointer on this grey bar & drag Details of the selected record The percent symbol (%) may be used as a wildcard character. Double-click a record in the top pane to open it in a separate window. You cannot search Work Details using this form. See Searching Work Details on page 24 for further instructions. PERFORMING AN ADVANCED SEARCH To do an advanced search: 1. Click. A search bar appears at the bottom of the window. 2. Enter criteria into the search bar. (See tip and Syntax Examples below.) 3. Click. Records that match the criteria appear in a results pane at the top of the search form. Manitoba ehealth Page 21 of 28

22 The Fields button allows you to enter field names, keywords, etc. into the search bar by selecting items from a list. You can also enter a field name into the search bar by clicking the field name on the form. Syntax Examples All Incidents created in April 2012 and assigned to Support Staff15: 'Reported Date' >= "4/1/2012" AND 'Reported Date' < "5/1/2012" AND 'Assignee+' = "Support Staff15" All open Problems assigned to any SAP group: 'Status*' < "Closed" AND 'Assigned Group+' LIKE "%SAP%" All Changes that are in a status of Scheduled and assigned to either the Infra group or the MS-Citrix group: 'Status*'="Scheduled" AND ('Coordinator Group*+' ="Infra" OR 'Coordinator Group*+' ="MS-Citrix" ) WORKING WITH SEARCHES Objective Instructions Button Clear the current search criteria and results Run a recent search Load recently used criteria into the form or search bar Save a search Run a saved search Load saved search criteria into the form or search bar Delete a search Click the New search button. Select Searches > Run Recent. Select Searches > Load Recent. 1. Run the search. 2. Select Searches > Save Search. 3. Type a Search Name. 4. Click OK. Select Searches > Run My Searches. Select Searches > Load My Searches. 1. Select Searches > Manage My Searches. 2. Select the search to be deleted. 3. Click Delete and then Save. Manitoba ehealth Page 22 of 28

23 EXPORTING OR PRINTING SEARCH RESULTS To export or print search results: 1. Run the desired search. 2. In the results pane at the top of the Search window, select the records to be exported. Note: Selected records 3. Click the button at the bottom of the results pane. The Report Console window appears. 4. Click. The New Report form appears. 5. Type a name into the Name field. 6. Click. The Report Console re-appears. 7. Optional: Use the Columns tab to add or remove fields to/from the report. 8. Optional: Use the Sorting and Grouping tab to sort and group the records. 9. Click. The Report Preview window appears. 10. Click Export report and/or Print report and follow the prompts to export and/or print the report. 11. Close the Report Preview window. 12. Close the Report Console window. Manitoba ehealth Page 23 of 28

24 This is a one-time export of data, not a dynamic report that can be refreshed. Searching Work Details To search for information that was entered on the Work Detail tab: 1. Open the Incident, Change, or Problem console. 2. Select Functions > Advanced Search. The Advanced Search Selection window appears. 3. Double-click the option that ends with by Work Info. An example is shown below. The Search Work Info form appears. 4. Enter the criteria into the form field(s) and click. Records that match the criteria appear in a results pane at the top of the search form. Manitoba ehealth Page 24 of 28

25 Performing a Global Search You can search across multiple types of records by entering criteria into the Global Search field in the top right corner of the Remedy window. The percent symbol (%) may be used as a wildcard character. E.g. Enter %1402 to display a list of all tickets ending in 1402 or enter inc%1402 to find all Incidents ending in When using the Advanced Search option with the Global Search, select Problem Investigation and ITSM Known Errors to search within the PBI and PKE records. For further details refer to Searching for records in the BMC Remedy Help. Manitoba ehealth Page 25 of 28

26 WORKING WITH FORMS The following features apply to most forms in Remedy including the Incident, Change, Problem, and Known Error forms. Auto-fill Fields When you see a plus sign (+) at the end of a field label, you can type part of the information that you want to enter in the field and press Enter. If an exact match is located, the system automatically completes the field. If an exact match is not found, a Search window will appear and display possible matches. Double-click the item you want to put in the field. Alternatively, if a drop down list appears in the field as you are typing, you can also select the value that you want from there. Mandatory Fields Fields with bold labels are mandatory. These fields must be filled in before the ticket can be saved. The fields that are required will vary depending on the stage that the ticket is in. Mandatory field Field Icons The following icons are commonly found next to form fields in Remedy. Icon Description Icon Description Edit the field value Expand the field Select a date Search for a field value View information related to the current field value Clear the current field value Manitoba ehealth Page 26 of 28

27 Best Practice View Remedy displays information in a Best Practice view which means that the fields most commonly used for creating and updating a ticket are immediately visible. You can access additional functionality from the tabbed section on the right side of the form or from links in the pane on the left. Additional Functionality Commonly Used Fields Additional Functionality Error Messages Error messages appear at the top of the screen in Remedy. Click to close the message. Manitoba ehealth Page 27 of 28

28 REFERENCES Manitoba ehealth Documents To view the Manitoba ehealth Process Documents or Remedy Training Material: log into Remedy, open the Incident, Change, or Problem Console, and select the Document Viewer. RELATED PROCESS DOCUMENTS Incident_Mgmt Process Guide Incident_Mgmt Process Principle Guide Change_Mgmt Process Guide Change_Mgmt Process Principle Guide Problem_Mgmt Process Guide Problem_Mgmt Process Principle Guide BMC Remedy Help Select the Help module that you want to open. Manitoba ehealth Page 28 of 28