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Remedy Presentation

I created this PowerPoint as part of a presentation our team did for our department's Lunch and Learn series.

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Remedy Presentation

  1. 1. Remedy Tricks and Tips for Power-Users ( Building Blocks of Success ) Presented by : Charrisa Coulibaly Hector LaTorre Ambrose Stein Scott Mitchell
  2. 2. What is Remedy? <ul><li>Remedy is a database driven Incident Management application that functions as an electronic Service Desk tool. It allows technicians to create, assign, resolve and manage technical incidents or tickets from a secure central location. </li></ul><ul><li>An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service. </li></ul><ul><li>Incident management is reactive, and is typically initiated in response to a customer contact. </li></ul><ul><li>The primary goal of the incident management process, according to **ITIL standards, 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 .” </li></ul><ul><li>** The Information Technology Infrastructure Library ( ITIL ) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations. </li></ul>
  3. 3. <ul><li>Reports </li></ul><ul><li>Creating new reports </li></ul><ul><li>Customizing Reports </li></ul><ul><li>Using existing reports </li></ul><ul><li>Queries ( Searches ) </li></ul><ul><li>Search using Support Console Screen </li></ul><ul><li>Query by Example </li></ul><ul><li>Advanced Queries & Keyword Searches </li></ul><ul><li>Saved Searches </li></ul><ul><li>Macros </li></ul><ul><li>Recording Macros </li></ul><ul><li>Saving Macros </li></ul><ul><li>Running Macros </li></ul>
  4. 4. Building Block #1A <ul><li>Queries( Searches ) </li></ul><ul><li>Search using Support Console Screen </li></ul><ul><li>Query by Example </li></ul>
  5. 5. To begin searching with the Support Console tab, you must first be in the My Console part of the screen.
  6. 6. <ul><li>Inside this window you can customize certain criteria. </li></ul><ul><li>Such as the Incident Status </li></ul><ul><li>The Role or Assignment of the Incident </li></ul><ul><li>Or the Creation Date of the Incident </li></ul>Click on the drop down menu for each item.
  7. 7. After selecting the criteria for your search. Hit the Search button. You will see the Assigned Work table update with the results of search you requested. Scroll through the Assigned Work table to find the specific record you want.
  8. 8. <ul><li>You can also see all incidents that are assigned to your specific group for example CCC, PC Support or Networking. </li></ul><ul><li>Under the Quick Links section, click on Console View then Select My Groups and Show All </li></ul><ul><li>The My Group Selection window will open and you will be able to select the groups you wish to search. </li></ul><ul><li>[ Please note most users will only belong to one group.] </li></ul>
  9. 9. <ul><li>The next screen to appear will be similar to the one pictured here. This screen is showing all Incidents for the CCC group from anytime. </li></ul>
  10. 10. To conduct a Query by Example, begin with a new search screen. To bring-up a new search click on the Search icon on the toolbar that looks like a pair of binoculars.
  11. 11. <ul><li>You can also reach the search screen by clicking on the Search Incident link under the General Functions section from the Quick Links menu, or by choosing File>Recent Search Options> Incidents, from the main toolbar. </li></ul>
  12. 12. <ul><li>From the this screen you can search for incidents based on the examples you select. You can basically search for any item that is bolded and/or has a star or plus sign next to it i.e., Client’s name, Payroll#, Phone Number, Summary , Status or Assignee. </li></ul>
  13. 13. <ul><li>This example is for a search of tickets where the client’s First Name is “ Mary” . Below are results of this particular search. </li></ul>
  14. 14. Query by Example Demo
  15. 15. Building Block #1B <ul><li>Queries( Searches ) </li></ul><ul><li>Advanced Queries & Keyword Searches </li></ul><ul><li>Saved Searches </li></ul>
  16. 16. Advanced Searching <ul><li>Advanced Searching is a way of getting search results of records that have specific information. For example, searching for “all open desktop tickets for today” or searching for “all Blackberry tickets within the past 3 months”. </li></ul><ul><li>To get to the Advance Search screen just bring up a regular search screen and click on the Advanced button in the upper right hand corner of the screen </li></ul>
  17. 17. <ul><li>After you click the Advanced button. The advanced Search Criteria box will appear at the bottom of the search screen. </li></ul><ul><li>Shown are the operands. (+, =, >,<, and so on) To insert an operator click the appropriate operator button. Don’t forget to place literal values between double quotation marks. For example, to search for an incident with a priority of “high,” you would construct the following search: 'Priority' = &quot;High&quot; </li></ul><ul><li>Using the Keywords or Fields selection boxes, select the items that you want to search from the drop down menu shown here. </li></ul><ul><li>[Note: The entire list of options is too extensive to show in this slide.] </li></ul>
  18. 18. <ul><li>Below is an example of how the search criteria should be entered. Shown here is Status in single quotes and the operator “ less than ” is used. This search will show all records with a status less than 4, where “4” = Resolved. Basically, it will show all current open tickets for all technicians. </li></ul>
  19. 19. This results screen shows all 71 current open tickets in Remedy, regardless of the date, type or the technician assigned. Since we did not specify any of those qualifiers in our advanced search criteria box, the system does not consider them.
  20. 20. <ul><li>At times you may find it handy to save some of your searches. Especially if they are complicated or if they are just searches that you use on daily basis. </li></ul><ul><li>After you enter your search criteria in the advanced field. Go to Actions on the main toolbar and click on Save Search </li></ul><ul><li>Next a box will open asking you to name your search. Type the search’s name in this field. </li></ul>
  21. 21. Once you save your searches you can view them by going to Actions> Save Search or Actions> View my Searches
  22. 22. Advanced Search Demo
  23. 23. Building Block #2 <ul><li>Reports </li></ul><ul><li>Creating new Reports </li></ul><ul><li>Customizing Reports </li></ul><ul><li>Using existing Reports </li></ul>
  24. 24. Creating Reports <ul><li>To generate a report From the navigation pane in the Incident Management console, choose General Functions > Reports. The Report console appears. Or you can just click on the icon on the toolbar </li></ul>
  25. 25. After you click on the Reports icon the following window will appear showing the different styles of reports that are available. The report styles are basically templates. Select the report you want to use or create your own.
  26. 26. <ul><li>Using the techniques learned in advanced searching you can set-up the parameters for your report. For example, enter the following qualifiers into the advanced search box, ['Status*' <8 AND (('Summary*' LIKE &quot;%Blackberry%&quot;) OR ('Summary*' LIKE &quot;%BLACKBERRY%&quot;) OR ( 'Summary*' LIKE &quot;%blackberry%&quot;) OR ('Summary*' LIKE &quot;%BlackBerry%&quot;)) ]. This search will bring up all incidents that have the word Blackberry in the Summary. </li></ul>
  27. 27. Now go back to your report screen and select the Report option from the main menu and choose Export To and select File
  28. 28. <ul><li>Now pick the location where you want your report saved and the file type you wish to use. The default is .rep for Crystal Reports, but we suggest using .csv since that can be used with Excel and is easier to share. </li></ul>
  29. 29. View your finished report in CSV format and format it and save to .XLS format as pictured here.
  30. 30. Reports Demo
  31. 31. Building Block #3 <ul><li>Macros </li></ul><ul><li>Recording Macros </li></ul><ul><li>Saving Macros </li></ul><ul><li>Running Macros </li></ul>
  32. 32. What is a Macro? <ul><li>Simply put a macro is a series of automated tasks for a particular procedure. </li></ul><ul><li>You can create macros to automate operations that you perform frequently. </li></ul><ul><li>For example, The C3 uses a macro to create our daily reports for Eloise. This process used to take 2-3 hours to complete, between searching the tickets, creating the reports and uploading them to Access. The whole task now takes no more than 5 minutes! </li></ul>
  33. 33. What Can a Macro Do? <ul><li>It can open a form in Search mode and fill in its fields with search criteria. </li></ul><ul><ul><li>This macro is useful if you perform many searches with similar criteria . </li></ul></ul><ul><li>It can open a form in New mode and fill in its fields with common information. </li></ul><ul><ul><li>This macro is useful if you create many requests with similar information. </li></ul></ul><ul><li>It macro can execute other macros. </li></ul><ul><ul><li>While recording the new macro, execute an existing macro. You can create powerful macros that can perform a series of complex tasks. </li></ul></ul><ul><li>It can generate a report. </li></ul><ul><ul><li>This is useful if you need to run the same report frequently. </li></ul></ul><ul><li>A macro can record searches. </li></ul><ul><ul><li>This can include saved searches, recent searches, or predefined searches. </li></ul></ul>
  34. 34. Recording a Macro <ul><li>To show or hide the status bar </li></ul><ul><li>Choose View > Status Bar from the menu bar. </li></ul><ul><ul><li>The check mark next to the menu command indicates that the status bar is visible. </li></ul></ul><ul><li>To record a macro </li></ul><ul><li>Choose Tools > Record Macro from the menu bar. </li></ul><ul><ul><li>Perform the tasks you want to record as a macro. </li></ul></ul>
  35. 35. Saving a Macro <ul><li>Choose Tools > Save Macro from the menu bar. </li></ul><ul><li>The Save Macro dialog box appears. In the Macro Name field, enter a name of up to 80 characters. </li></ul><ul><li>In the Path field, specify the path where you want to save the macro. It should be S:Documentation and ManualsRemedyIncidents </li></ul><ul><ul><li>This the same path that appears as the Search Path in the General tab of the Options dialog box. </li></ul></ul>
  36. 36. Running a Macro <ul><li>Once your macro is saved you can pull up that macro and any others macros that are saved to the Share drive. Execute Ctrl + I or go to the Macro Menu on the Toolbar and click on the drop down to select your Macro. For example is you run the “OPEN DESKTOP TICKETS” macro you will get the results pictured on the next slide. </li></ul>
  37. 37. <ul><li>Below are the results of “OPEN DESKTOP TICKETS” as they would appear in Remedy </li></ul>
  38. 38. Macro Demo
  39. 39. ?? Questions???
  40. 40. Thank You for attending!!!! The End!