Remedy ITSM Work Order Management User Guide

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

Remedy ITSM – Work Order Management – User Guide (for MAE support staff)
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 Note: The bold fields are required fields.
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.
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

2. Hover over Run My Searches.

Page 23
3. Click on the Search you want to

run.
3.9 Managing Saved 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


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

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
Page 35

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Table of Contents

2.7 Create a New Work Order with a Template .................................................................................... 11

1.0 Getting Started

Put in your User Name (SSO) and password.

This will now take you to the Overview Console.

2.0 Creating New Work Orders

2. Hover over Service Request Management.

3. Click on New Work Order.

The new Work Order form appears.

2.2 New Work Order Fields

2.3 Creating a New Work Order with a Customer with a

2. Type in any known values and click

3. Select the correct choice out of

2. Begin to type in the last name(at

3. Continue to type until you see the

4. Click on the correct one

2.5 See Detail Information about the Customer

2. You can review

3. Click the Close

You cannot change this information. If contact

2.6 Hover Over for Details

2. The details will appear after a

3. If you move you mouse away, it

Hover over can be used on the Customer, Contact,

2.7 Create a New Work Order with a Template

2. Select Company from the

3. Enter the last name in the

magnifying glass icon .

6. In the Template field, click on

the magnifying glass icon .

2.8 Create a New Work Order without a Template

2. Select Company from the

3. Enter the last name in the

magnifying glass icon .

6. Enter a description of the

Order form by clicking the green plus symbol at the

2.9 Assigning a Work Order to Yourself

2. If you belong to more

3. Select the OK button

3.0 Searching Work Orders

2. If changes have been made

3. Clicking Yes will save the

3.2 Search Work Orders by Work Order ID

The corresponding work order appears.

3.2 Search Work Orders by Customer

1. Next to the Customer field click

the search icon.

2. Type in the customer values, and

3. Select the correct choice from the

4. Click on the Select button.

5. Click on the Search button at the

Work orders matching the customer name appear.

3.5 Clearing out the Customer Details from the Search

3.6 Loading a Recent Search

2. Hover over Load Recent.

3. Click on the search that you want

3.7 Saving a Search

2. Click on Searches.

3. Click on Save Search…

4. Type in a name for the search

5. Click the OK button.

2. Click on the drop-‐down