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BMC Remedy Service Desk:Problem Management UserGuideSupportingVersion 7.6.04 of BMC Remedy Problem ManagementJanuary 2011www.bmc.com
Contacting BMC SoftwareYou can access the BMC Software website at http://www.bmc.com. From this website, you can obtaininformation about the company, its products, corporate offices, special events, and career opportunities.United States and CanadaAddressBMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USATelephone1 713 918 8800or1 800 841 2031Fax1 713 918 8000Outside United States and CanadaTelephone 01 713 918 8800Fax 01 713 918 8000 Copyright 1996, 1998-1999, 2002-2006, 2009, 2010-2011 BMC Software, Inc.BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., areregistered with the U.S. Patent and Trademark Office, and may be registered or pending registration inother countries. All other BMC trademarks, service marks, and logos may be registered or pendingregistration in the U.S. or in other countries. All other trademarks or registered trademarks are theproperty of their respective owners.Current and Notes are trademarks or registered trademarks of International Business MachinesCorporation in the United States, other countries, or both.IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is usedhere by BMC Software, Inc., under license from and with the permission of OGC.ITIL is a registered trademark, and a registered community trademark of the Office of GovernmentCommerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software,Inc., under license from and with the permission of OGC.Crystal Reports is a trademark or registered trademark of SAP AG in Germany and in several other countries.The information included in this documentation is the proprietary and confidential information of BMCSoftware, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditionsof the applicable End User License agreement for the product and to the proprietary and restricted rightsnotices included in the product documentation.Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED—RIGHTS RESERVEDUNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any dataand computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FARSection 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101CITYWEST BLVD, HOUSTON TX 77042-2827, USA. Any contract notices should be sent to this address.
Customer supportSupport websiteYou can obtain technical support from BMC 24 hours a day, 7 days a week at http://www.bmc.com/support. From thiswebsite, you can read overviews about support services and programs that BMC offers find the most current information about BMC products search a database for problems similar to yours and possible solutions order or download product documentation download products and maintenance report a problem or ask a question subscribe to receive proactive e-mail alerts find worldwide BMC support center locations and contact information, including e-mail addresses, fax numbers, andtelephone numbersSupport by telephone or e-mailIn the United States and Canada, if you need technical support and do not have access to the web, call 800 537 1813 orsend an e-mail message to customer support@bmc.com. (In the subject line, enter SupID:yourSupportContractID, suchas SupID:12345). Outside the United States and Canada, contact your local support center for assistance.Before contacting BMCHave the following information available so that Customer Support can begin working on your issue immediately: product information――― product nameproduct version (release number)license number and password (trial or permanent)operating system and environment information―――――machine typeoperating system type, version, and service pack or other maintenance level such as PUT or PTFsystem hardware configurationserial numbersrelated software (database, application, and communication) including type, version, and service pack ormaintenance level sequence of events leading to the problem commands and options that you used messages received (and the time and date that you received them)―――product error messagesmessages from the operating system, such as file system fullmessages from related software3
License key and password informationIf you have questions about your license key or password, use one of the following methods to get assistance: Send an e-mail to customer support@bmc.com. Use the Customer Support website at http://www.bmc.com/support.4BMC Remedy Service Desk: Problem Management User Guide
ContentsAbout this Book9Audience.9BMC Remedy IT Service Management documents.10Conventions.12Syntax statements.12Chapter 1Introducing BMC Remedy Problem Management15BMC Remedy ITSM usability enhancements.15Where to find features and fields that have moved.19About the IT Home Page.21Configuring the IT Home Page.24Consoles overview.25Navigating consoles, forms, and modules.26Problem Investigation form views.29Best Practice view.29Classic view.32User interface standards for field labels.32Calbro Services.33Problem management user roles.34Problem coordinator.34Specialist.35Mapping permission groups to SMPM roles.35Process flow and the lifecycle of a problem investigation.36Problem management use cases.37Problem investigation resolution—change request.38Problem investigation resolution—no change request.41Problem investigation resolution—change request roll back.44Problem investigation—at an impasse.47Chapter 2Working with the Overview console51Functional areas.51Console list table.54Selecting status values.55Chapter 3Working with the Problem Management console57Functional areas.57Contents5
Chapter 4Performing the incident request review63Incident request review process.63Generating an incident request review.64Creating a problem investigation.65Viewing problem investigations.66Recording additional investigation information.66Indicating impacted areas.67Relating incident requests and problem investigations.68Defining relationships.69Copying relationships.71Modifying relationships.72Performing quick actions on a relationship.73Removing relationships.74Assigning problem investigations.74Viewing unassigned investigations.74Specifying a problem coordinator for the problem investigation.75Assigning an investigation to a specialist.76Chapter 5Performing the root cause analysis79Root cause analysis.79Reviewing and updating the problem investigation.80Receiving notification of assignments.81Viewing problem investigations assigned to you.81Accepting an assignment.82Searching for similar problem investigations.83Searching knowledge base entries.84Authoring knowledge base entries.84Documenting work with a vendor.84Proposing a temporary workaround.85Establishing the root cause.87Proposing a structural solution.88Notifying the problem coordinator.89Implementing the solution.89Resolving a problem investigation.90Creating a solution entry.91Chapter 6Performing the analysis review93Analysis review.93Reviewing the problem investigation.94When a structural change was implemented.956BMC Remedy Service Desk: Problem Management User Guide
When Change Management is needed.95When no root cause was found.96Reassigning the problem investigation.96Creating a known error.97Reviewing known error details.99Monitoring a problem’s status.100Canceling a problem investigation.100Chapter 7Closing the problem investigation103Closing the problem investigation.103Verifying the structural solution.104Closing the problem investigation and known errors.105Indicating an impasse.106Performing periodic checks.107Chapter 8Supplemental BMC Remedy Problem Management features109Using the KPI flashboards.109BMC Remedy Problem Management KPIs.110KPI flashboard variables.110Opening the KPI flashboards.112Viewing and displaying data.112Viewing your profile.114Setting application preferences.114Searching for records.117Running Defined Searches.117Creating a custom search.118Editing or deleting the custom search.119Searching all records.119Using Global search.120Printing records.121Modifying records.122Tracking costs.122Recording the cost of working on an investigation.123Recording the cost of CI unavailability.124Using work information notes.124Adding work information notes.124Viewing work information notes.126Modifying work information entries.127Recording effort spent on an investigation.128Creating reminders.129Broadcasting messages.131Contents7
Creating broadcast messages.131Viewing broadcasts.133Modifying a broadcast message.134Limiting the number of messages.134Sending pages and email messages.135Paging a person or on-call group.135Sending email.136Working with reports.138Generating a report.139Using qualifications to generate a report.140Using advanced qualifications to generate a report.142BMC Remedy Problem Management predefined reports.143Chapter 9Managing configuration items145Creating a CI.146Inventory management.151Placing bulk CIs in inventory.151Placing non-bulk CIs in inventory.152Managing inventory.1538BMC Remedy Service Desk: Problem Management User Guide
About this BookThis guide describes how to use the BMC Remedy Problem Management applicationof the BMC Remedy IT Service Management Suite.The BMC Remedy IT Service Management Suite includes the following applications: The BMC Remedy Service Desk solution , which includes theBMC Remedy Incident Management application and the BMC Remedy ProblemManagement application The BMC Remedy Asset Management application The BMC Remedy Change Management application, which also includes the BMCRemedy Release Management moduleThe applications run with the BMC Remedy Action Request System (BMC RemedyAR System) environment and share a common database. All these applicationsreceive data from the BMC Atrium Configuration Management Database (BMCAtrium CMDB).AudienceThis guide is intended for the following IT professionals: IT support staff Problem coordinatorsAbout this Book 9
BMC Remedy IT Service Management documentsBMC Remedy IT Service ManagementdocumentsThe following table lists the documentation available for BMC Remedy Service Desk:Problem Management. It also lists relevant documents for related solutions andproducts.Unless otherwise noted, online documentation is available with the product and onthe Customer Support website at http://www.bmc.com/support .TitleDocument providesAudienceBMC Remedy Service Desk: Problem ManagementBMC Remedy IT ServiceManagement Release NotesInformation about known issues in each release ofBMC Remedy IT Service Management. Also providesa list of new features included with the applications.BMC Remedy Service Desk: Problem Procedures for using the BMC Remedy ProblemManagement U
Integration for BMC Remedy Service Desk User Guide Detailed information about the Integration for the BMC Remedy Service Desk (IBRSD) component. This guide is intended for system administrators and users with an understanding of the BMC Impact Manager and BMC Remedy Service Desk environments. Administrators and BMC Impact Manager usersFile Size: 2MB
