Guidelines

How do I use Remedy ticketing tool?

How do I use Remedy ticketing tool?

How to Use the Remedy Ticketing System

1. Access the Remedy application.
2. Log into the Remedy application.
3. Begin ticket creation in Remedy.
4. Create a new Remedy trouble ticket.
5. Search for trouble tickets in Remedy by problem.
6. View Remedy trouble ticket.
7. Search Remedy by ticket queue.
8. Search Remedy by ticket number.

How do you create a duplicate incident in BMC Remedy?

To clone an incident or service request

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents/Service Requests.
3. From the list of incidents or service requests, select the record that you want to clone.
4. Click Actions > Clone.
5. In the New Incident form, make the required modifications.
6. Click Save.

Is BMC Remedy a CRM?

Remedy Corporation, traditionally known for help desk software, extended its application suites to include CRM. This follows the acquisition and integration of relevant technology from Baystone and Pipestream.

How do I log a ticket in remedy?

Perform the following steps to manually create a ticket:

1. From the Enterprise menu of the Enterprise Manager console, select Monitoring, then Incident Manager.
2. Select any incident from the list in the table.
3. In the Tracking section, click More, then Create Ticket, as shown in Figure 3-5.

How do I close a ticket in BMC Remedy?

To close an incident or a service request

1. Click the Remedyforce Console tab.
2. From the View menu, select Incidents/Service Requests.
3. From the list of incidents or service requests, select the record that you want to close.
4. From the Actions menu, select Close.
5. In the Close Incident window, enter the required details.

How do I clone a ticket in remedy?

To copy a ticket or service request You can copy open or closed tickets or service requests. Click Copy. There is a setting that enables the Copy option to copy existing incidents. For that you must enable the setting Allow clients to copy incidents under Remedyforce Administration > Configure Self Service > Incidents.

What is the BMC Remedy IT service management suite?

The BMC Remedy IT Service Management Suite includes: ■The BMC Remedy Service Desk solution, which includes the BMC Remedy Incident Management application and the BMC Remedy Problem Management application ■The BMC Remedy Asset Management application

How does BMC Remedy work with BMC atrium?

The applications run in conjunction with the BMC Remedy Action Request System platform (BMC Remedy AR System platform) and share a common database. The applications consume data from the BMC Atrium Configuration Management Database (BMC Atrium CMDB) application.

What is the primary goal of BMC Remedy incident management?

Introducing BMC Remedy Incident Management According to IT Infrastructure Library (ITIL) standards, the primary goal of the incident management process is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.

What is change management in BMC atrium CMDB?

BMC Remedy Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks, verification, and recording changes to the production environment in the BMC Atrium Configuration Management Database (BMC Atrium CMDB).