Remedy ITSM Work Order Management User Guide For use by MAE support staff with Remedy ITSM at Missouri S&T Version 1.4 January 9, 2013
Revision History Version Date Modified Author Modification 1.0 12/26/12 Melissa Deatz First Draft 1.2 1/3/13 Melissa Deatz Added Allen Flerlage s changes from the work order non- support user guide where applicable. 1.3 1/4/13 Melissa Deatz Renamed document title and added Version, Date, Revision History and Audience 1.4 1/9/13 Lauren Oswald Updated style and format to more clearly identify intended audience (support staff vs customers) and specific area within Remedy (ie. Work Order Management) Table of Contents 1.0 Getting Started... 4 1.1 Logging into Remedy... 4 2.0 Creating New Work Orders... 5 2.1 Navigating to New Work Orders... 5 2.2 New Work Order Fields... 6 2.3 Creating a New Work Order with a Customer with a Common Last Name... 7 2.4 Creating a New Work Order with an Uncommon Last Name... 8 2.5 See Detail Information about the Customer... 9 2.6 Hover Over for Details... 10 Page 2
2.7 Create a New Work Order with a Template... 11 2.8 Create a New Work Order without a Template... 15 2.9 Assigning a Work Order to Yourself... 18 3.0 Searching Work Orders... 19 3.1 Creating a New Search from the Search Form... 19 3.2 Search Work Orders by Work Order ID... 19 3.2 Search Work Orders by Customer... 20 3.5 Clearing out the Customer Details from the Search... 22 3.6 Loading a Recent Search... 22 3.7 Saving a Search... 22 3.8 Running a Saved Search... 23 3.9 Managing Saved Searches... 24 4.0 Updating Work Orders... 25 4.1 Adding Work Details to a Work Order... 25 4.2 Adding Attachments to a Work Order... 26 4.3 Adding Multiple Attachments and Options... 27 5.0 Creating Tasks for a Work Order... 28 5.1 Adding a Task to a Work Order... 28 6.0 The Work Order Console... 32 6.1 Navigating to the Work Order Console... 32 6.2 Using Show and Filter by Selections... 33 6.3 Adding More Filters... 34 Page 3
1.0 Getting Started 1.1 Logging into Remedy Go to https://remedy.umsystem.edu Put in your User Name (SSO) and password. If you have trouble logging in, try putting in your domain followed by the backslash (\)then your username. If you stayed logged into remedy overnight, logout and close your browser before logging back into remedy. The Web Server will log you out after 1 hour of inactivity. Page 4
This will now take you to the Overview Console. 2.0 Creating New Work Orders 2.1 Navigating to New Work Orders 1. Click on the Applications List. 2. Hover over Service Request Management. 3. Click on New Work Order. The new Work Order form appears. Page 5
2.2 New Work Order Fields Work Order ID - Generated automatically by the system. This is a unique number for each work order. Company- Campus of the customer. This can be used to narrow down the customer or will be auto generated from the customer search. Customer- The name of the customer. Type in the customer last name to find possible matches, or click on the Search icon. Contact- If the customer and the contact for the incident are different. The Notes field is used for initial contact with the customer. Template- If the work order is a common occurrence then a template may have been predefined. The Summary should be no longer than a sentence long and should be in the customer s words concerning the request. Work Order Type The request type: general or project. Request Manager fields are the requesting: Support Company Campus: S&T or St. Louis; Support Organization MAE; Support Group Name MAE Electronic, Incoming, Mechanical, or Rapid Prototyping; Request Manager Ken Schmid or Mitch Cottrell Service- Not currently used. Request Assignee fields are assigned to the request and have the same values as the Request Manager fields. Status- The current status of the order. It defaults to New, but if you assign the request to yourself, then status will need to be set to In Progress, Resolved, or Closed. Status Reason - If status is set to Pending, Resolved, Closed, or Canceled then this field is required. Priority - The priority of the work order: critical, high, medium, or low. Note: The bold fields are required fields. Page 6
2.3 Creating a New Work Order with a Customer with a Common Last Name 1. Next to the Customer field Click the Search icon 2. Type in any known values and click the Search button 3. Select the correct choice out of the bottom panel Page 7
2.4 Creating a New Work Order with an Uncommon Last Name 1. Click in the Customer field (C) 2. Begin to type in the last name(at least 3 or 4 letters) 3. Continue to type until you see the correct name 4. Click on the correct one Page 8
2.5 See Detail Information about the Customer 1. Click on the Customers Details button next to the Customers field. 2. You can review the People Information. 3. Click the Close button. You cannot change this information. If contact information has changed, it should be noted in the Notes field (E). Page 9
2.6 Hover Over for Details 1. Let your mouse rest over the Customer field Details icon. 2. The details will appear after a couple of seconds 3. If you move you mouse away, it will disappear. Hover over can be used on the Customer, Contact, Assigned Group, and Assignee fields. If a Sensitive flag appears next to the Customer field, this customer has exercised his or her FERPA privacy rights. Therefore, IT is not allowed to provide any contact information to anyone for any reason and must use the data only in the context of the given incident. Page 10
2.7 Create a New Work Order with a Template 1. From the Applications menu, select Service Request Management, then New Work Order or from the Work Order Console select Functions, then New Work Order. OR 2. Select Company from the list. Page 11
3. Enter the last name in the Customer field and click on the magnifying glass icon. 4. At the People Search window, select the customer. 5. Enter a note in the Notes field if desired. Page 12
6. In the Template field, click on the magnifying glass icon. 7. At the Available Templates window, select a template, and click the Select Template button. 8. Verify that the Template, Summary, Work Order Type, Support Company, Support Organization, and Support Group Name fields populate. Page 13
9. Under Request Manager, select the Support Company, Support Organization, and Support Group Name. 10. Save the work order. Page 14
2.8 Create a New Work Order without a Template 1. From the Applications menu, select Service Request Management, then New Work Order or from the Work Order Console select Functions, then New Work Order. OR 2. Select Company from the list. Page 15
3. Enter the last name in the Customer field and click on the magnifying glass icon. 4. At the People Search window, select the customer. 5. Enter a note in the Notes field if desired. Page 16
6. Enter a description of the request in the Summary field. 7. Select Work Order Type from the list. 8. Under Request Manager, select the Support Company, Support Organization, and Support Group Name. 9. Save the work order. Page 17
You can create another work order from the New Work Order form by clicking the green plus symbol at the top left of the screen. You may navigate to the Search form from the New Work Order form by clicking on the blue search icon at the top left of the screen. Note: Use of the Web browser back button is discouraged. Instead use the icons and menu options provided. 2.9 Assigning a Work Order to Yourself 1. On the Quick Actions pane select the top choice of Assign to Me 2. If you belong to more than one group, select it from the popup window 3. Select the OK button If you only belong to one group you will not need to press the OK button. Page 18
3.0 Searching Work Orders 3.1 Creating a New Search from the Search Form 1. Click the New search button at the top of the screen 2. If changes have been made since the last save, you will be prompted to save the current request 3. Clicking Yes will save the changes and bring up a new search form. 3.2 Search Work Orders by Work Order ID 1. At the Overview Console, from the Applications menu, select Service Request Management, then Work Order Console, then Search Work Order. 2. At the Work Order (Search) window, enter an existing work order ID in the Work Order ID field. Page 19
3. Click Search in the top menu bar. The corresponding work order appears. 3.2 Search Work Orders by Customer You can also search for work orders by customer name. 1. Next to the Customer field click Page 20
the search icon. 2. Type in the customer values, and click the Search button. 3. Select the correct choice from the bottom panel. 4. Click on the Select button. 5. Click on the Search button at the top menu bar. Work orders matching the customer name appear. Page 21
Note: You can also search for work orders by Work Order Type, Request Manager fields, Request Assignee fields, or Status. 3.5 Clearing out the Customer Details from the Search 1. Click the Clear Customer Details button next to the Customer field. 3.6 Loading a Recent Search 1. Click on the Searches button. 2. Hover over Load Recent. 3. Click on the search that you want to run. 3.7 Saving a Search 1. Run a search. Note: The last five searches you perform are saved under the Page 22
Searches menu. 2. Click on Searches. 3. Click on Save Search 4. Type in a name for the search in the Search Name field. 5. Click the OK button. 3.8 Running a Saved Search 1. Click on Searches. 2. Hover over Run My Searches. Page 23
3. Click on the Search you want to run. 3.9 Managing Saved Searches 1. Click on Searches. 2. Click on Manage My Searches 3. Click on a saved search you wish to disable. 4. Click on the Disable button. 5. Click on a search that you wish to delete. 6. Click on the Delete button. 7. Click on the Save button. Disabled searches will not show up under Run My Searches. Page 24
4.0 Updating Work Orders 4.1 Adding Work Details to a Work Order 1. At the Work Order Console, select an existing work order. 2. In the Add Work Info Notes field, type your work information you want to add. 3. Under More Details, click on the Add button. 4. Verify the Notes you typed are now populated in the Work Detail with the Type, Notes, and Submit Date. Page 25
4.2 Adding Attachments to a Work Order 1. At the Work Order Console, select an existing work order. 2. If you would like to add an attachment, under More Details, click the folder icon. 3. At the Add Attachment window, click on the Browse button. 4. Select the file. Page 26
5. Click on the Open button. 6. Click the OK button. 4.3 Adding Multiple Attachments and Options 1. Click on More Details on the bottom right hand side of the screen. 2. Add up to two more attachments using the same 4.2 steps above. 3. You can lock the Work Details record so that it cannot be edited or deleted. Change the radio button next to Locked to Yes. 4. Make the record viewable to the customer by selecting the Public radio button next to View Access. Page 27
5. Click the Save button. Any records marked Public can be seen by the customer in the SRM. The file attachment can be up to 60 Mb and only files types that are allowed by the Outlook Exchange Server. 5.0 Creating Tasks for a Work Order 5.1 Adding a Task to a Work Order 1. At the Work Order Console, select an existing work order. 2. When the Work Order appears, click on the Tasks tab. Page 28
3. Under Request Type, select Ad hoc from the list. 4. Click Relate. 5. At the Task window, enter a name for the task in the Name field. 6. Enter a description of the task in the Summary field. Note: The Notes and Priority fields are optional. Page 29
7. Click on the Assignment/Dates tab. 8. Select Assignee Company, Assignee Organization, Assignee Group, and Assignee from the drop- down menus. Page 30
9. Select whether or not you would like to notify the assignee. 10. Click Save. 11. The Work Order window returns. Verify the Task populated. Page 31
6.0 The Work Order Console 6.1 Navigating to the Work Order Console 1. Click on the Applications List. 2. Hover over Service Request Management. 3. Click on Work Order Console. Page 32
6.2 Using Show and Filter by Selections 1. Click on the drop down triangle next to Show. 2. Click on the Work Orders you want to see. 3. Note the Work Orders counts in the upper left hand corner. 4. Click on the drop down triangle next to Filter By. 5. Hover over Defined Searches. 6. Hover over and select the criteria for the work order. 7. Click on the Priority or Impact to filter by that group 8. Double click to open that work Page 33
order. If the incident list does not change after applying the filter, or if it shows 0 results, click on the refresh button on the far right hand side of the screen. 6.3 Adding More Filters 1. Click on the More Filters button 2. Click on the drop- down triangle next to a criteria. 3. Select a value for the criteria. 4. Choose additional criteria if needed. 5. Click the Apply button Page 34
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