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Remedy 8 im user guide BMC REMEDY INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE Process Owner Service Desk Manager Version CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE DOCUMENT REVISION HISTORY Revision Number V Description Initia

BMC REMEDY INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE Process Owner Service Desk Manager Version CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE DOCUMENT REVISION HISTORY Revision Number V Description Initial Release Date Approved by Page CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE Contents Accessing BMC Remedy New Features Overview Console Applications Incident Management Console Incident Fields Requested For and Requested By Incident Type Summary Summary Addition And Notes Email via Work Info Resolution Email Requirement Watch List Counts Functions Quick Action Creating Incidents Creating A New Incident From The Applications List Creating A New Incident From The Incident Management Console Creating a New Incident While Working on Another Incident Required Information for Creating a New Incident Searching For A Client ? s Name Saving An Incident Searching For Incidents Searching For An Incident From The Applications List Searching For An Incident From the Incident Management Console Searching For An Incident By The Incident ID Creating A New Search From The Search Form Searching For An Incident By The Client ? s Name Searching For An Incident By Assigned Group Clearing Out The Client ? s Details From The Search Loading A Recent Search Page CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE Saving A Search Running A Saved Search Managing Saved Searches Adding An Incident To The Watch List Viewing Incidents On The Watch List Removing Incidents From The Watch List Updating Incidents Adding Work Info Viewing Work Info Adding An Attachment Viewing An Attachment Sending An Email Via Work Info In Incident Changing The Status Of An Incident Changing The Status Of An Incident To Pending Assigning an Incident to Yourself Requesting Reassignment Tasks Creating a Task Adding Work Info Viewing Work Info Adding An Attachment Viewing An Attachment Sending An Email Via Work Info In Task Searching For A Task By Task ID Changing The Status of A Task Closing a Task Relationships Relating An Incident To Another Incident Relating An Asset To A Task Relating An Incident To An Asset Relating An Asset To A Person Creating A Master Incident Viewing Relationships in Incident Page CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE Viewing Relationships in Task Resolving An Incident Service Level Management Service Level Standards Case Acceptance Standards Client Contact Standards Case Update Frequency Standards Service Targets Service Targets in Incident Service Targets in Task SLM History SLM Breaches SLM Breaches in Incident SLM Breaches in Task SLM Status Queue Management Managing Your Personal Queue Managing Your Selected Groups ? Queues Managing All Of Your Groups ? Queues Page CBMC REMEDY - INCIDENT MANAGEMENT REQUEST FULFILLMENT USER GUIDE ACCESSING BMC REMEDY To access BMC Remedy go to https remedy uncg edu and log in with your username and password NEW FEATURES The following are highlights of new and improved features with our upgrade to BMC Remedy OVERVIEW CONSOLE When you log into Remedy you will be taken to the Overview Console The Overview Console is a customizable dashboard that allows you