Remedy IT Service Management Community Blog

How to set up Change Task Phasing in Remedy

Posted by on Jul 25, 2017 in Rem | Comments Off on How to set up Change Task Phasing in Remedy

BY ANNE BROCK, RIGHTSTAR

If you are like many of our Remedy customers, you’ve been happily using Change Management with Tasks but you don’t necessarily know all the possibilities within the module. And it’s been working well for you, but every now and then you think “I wish I could have a task kick off before the Implementation phase….” As it turns out – you can!

You might want to do this when, for example, you want some docs reviewed before moving forward to implementation. Or maybe you need software downloaded or some other non-implementation task. It’s called task phasing, and it’s easy to set up.

First step – you need to look at your Change Management rules. For this, go to Administrator Console/Application Administration Console/Custom Tab. Find the Change Management section, and select Advanced Options/Rules. Search to find your record or records. In the Rules, there are two selections that apply here – “Enable Task Phase Management” and “Enforce Task Closure at Each Phase”. Set the first one to Yes to enable phasing; and the second one to Yes to enforce it.

 

Now, when you create a change and start adding tasks – you will be able to select which phase they should be in (below screen print is from Smart IT, but the same is true for the mid-tier Change form)

 

 

What is even better is that now you can use this in templates! Create a new template, and you can have the tasks that are attached be by phase. In the picture below, I’ve set up a change template with a Backup task in the Review phase. Because I’m enforcing task closure, that will need to be done before the task in the implementation phase (not shown here).

 

 

And here is the result of applying that template to a change, and then trying to move it out of review phase without completing the task:

 

 

I hope this feature will be useful to you in future change planning!

 

 

How to set up Bulk Order in Remedy

Posted by on Jul 12, 2017 in Rem | Comments Off on How to set up Bulk Order in Remedy

BY ANNE BROCK, RightStar

There are a few steps to go through to set up bulk inventory, so it can be a bit confusing. But here we go!

Step 1:

  • Go to Administrator Console; Application Administration; Custom Configuration
  • Add a product category for your bulk items. Select Foundation/Products / Operational Catalogs/Product Catalog
  • Once on that screen, click the Create button; and here’s the first trick – to see Bulk Inventory, select Business Process as the Product Type. Then fill in the rest of the information. You can create new categories or use existing ones. Save the record.

 

Step 2:

  • Go to Administrator Console; Application Administration; Custom Configuration
  • Choose Asset Management/Advanced Options/Bulk CI Reorder Level and Lead Time Specifications. This is where you specify the level at which you need to order more of the item (the reorder level) and how much lead time it takes to get the items. Fill in the form and click Add.

 

Step 3:

  • It’s time to create the Asset Record! Go to the Asset Management Console; click on Create; and choose Bulk Inventory/Bulk Inventory. Fill in the form. Be sure to put in “Received Quantity” which initially will be quantity on hand; when you order more, it will be how many you order.
  • Save the record, and then add Inventory Location. It should end up looking something like this. Be sure to add how many of the item is in that Inventory Location. If you have more than one location, you can add multiple locations. You enter it in on the line in the table; you can edit the row directly.

 

  • Note: If you click on the Transactions tab at this point, you’ll see the items have been added.

 

Step 4:

  • Let’s see how to reserve some of those bulk items! On the Asset Management Console, go to Manage Inventory. Select Bulk Inventory as the CI type and you’ll see the locations that have it available. Put the number you want to reserve in the last column of the table, and click the Reserve/Use Inventory button.

  • You will get a message that the assets have been reserved; and if you go back to look at the Bulk Inventory Asset Record, you’ll see that it will show the transaction:

  • Finally, if you go to your NTE:CFG-Notification Events form, you can set up a notification for when bulk inventory reaches the reorder level.

 

And now you should be all set! Let us know if any questions.

What is HR Case Anyway?

Posted by on Dec 29, 2016 in Rem | Comments Off on What is HR Case Anyway?

BY ANNE BROCK, RIGHTSTAR SYSTEMS

I know you’ve seen it referenced; you’ve gotten emails from us, RightStar Systems, as well as from BMC. But sometimes marketing can be a little vague; you might even have ignored it (but don’t tell our marketing team that!)

So I thought I’d take this end of year time to discuss it in a bit more detail.

First note – HR Case is built on the AR System platform; the same platform that the Remedy ITSM solution uses. Why is that a benefit? If you are already using Remedy ITSM, you already have the administrative skills to manage the HR Case solution! That makes it easier to bring in and implement than a solution built on a different platform. That also makes it easier to connect your current People data to the HR People data (if you want to). It also uses Smart Reporting, so you have one reporting tool for both solutions.

Second note – this is about managing cases – tickets – that would go to human resources. That seems intuitive, but it’s important to know what this is – and what it isn’t. It isn’t an HR solution like Peoplesoft where you manage people’s data, access, salaries, health care benefits, etc. It’s what you use when they have questions about something in the HR arena. How do I add someone to the benefits plan? I want to give an employee a spot bonus – how do I do that? My overtime didn’t get include in my last paycheck – needs to be fixed. It’s a great solution for HR shared services organizations in particular, but of course can be used regardless of the structure.

Third point – there are some differences from Remedy ITSM. HR Case has its own solutions database, for example; it doesn’t have to leverage Remedy Knowledgebase. It also has its own approval setup; it doesn’t use the underlying approval server. It’s designed to be very data driven and easy to administer; even more so than Remedy ITSM.

And the fourth point – It leverages MyIT – just like Remedy ITSM does. So when your end users access MyIT and search for something – they can be seeing solutions from HR Case just like they see articles from Remedy Knowledge Management. And when the end user selects a service request – it might go to ITSM or it might go directly to HR Case. Your end user won’t know, but you can be sure the right fulfiller is working on it.

So now for a couple screen shots just to show you how it looks. First, from the self-service perspective – the following show a search; bringing up a solution; and then bringing up an HR Case request –

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Now from the back-end perspective – an agent working a Case with tasks – First the console, then opening a case –

 

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Look interesting? We’d be happy to give you a quick demo! Just contact sales@rightstar.com and we’ll get you connected with your sales rep!

 

 

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