Exploring BMC Helix Remedyforce
The following topics outline a simple use case that will help you gain a quick understanding of how to navigate the BMC Helix Remedyforce IT Service Management system and use the solution to enter and access information:
Overview of the use case for exploring BMC Helix Remedyforce
The use case is a great starting point to get familiar with BMC Helix Remedyforce. While the solution has complete IT Service Management functionality, the use case is designed only to guide you across a few easy-to-follow scenarios so that you get comfortable with navigating the application. The use case is not designed to show the complete solution.
To make the use case easy to follow, you will find a series of descriptions of the use case, screenshots that show you the use case steps (click any screenshot to view the full-size image), and yellow shaded boxes with red arrows highlighting where an action must occur.
You might have to disable pop up blockers because some actions will open a new web form to continue the use case.
Self-Service: Submitting an incident
To begin this use case, create a new incident (also known as a ticket).
- At the right side of BMC Helix Remedyforce Home page, click the down arrow button and select Remedyforce Self Service.
You will see the BMC Helix Remedyforce Self Service module. This module is commonly accessed and used by employees or business users of the company from a direct login. However, BMC has included this module in the single administrator login so that you do not have to log out and log in again to the application.
- To create a new incident or request, click Submit a Ticket.
- In the Description box, enter Having an issue with accessing corporate email.
Select Exchange from the Category field.
- Click Submit.
You will receive a pop-up message confirming that the incident has been submitted.
The Self Service forms are entirely configurable by your business; this use case uses out-of-the box views.
Incident management: Linking an incident to a configuration item
For this portion of the use case, you will access the incident queue (or console). The Remedyforce Console is the area where IT staff access the incidents and requests that are assigned to them and perform common functions to resolve incidents or fulfill service requests.
- From the tabs at the top of the screen, click Remedyforce Console.
At the top of the list in the Remedyforce Console, you will see the incident that you submitted via the Self Service module. The new incident should be displayed at the top of the incident list.
All the column headers are adjustable, and views can be personalized.
- To view details of the new record you created, click the number assigned to your incident in the Incident # column.
A new form appears with all the incident details entered via Self Service. From incident or service request forms, agents view information about the incident or service request, enter additional details, see assigned tasks, and access Knowledge Management articles to help resolve the incident or perform other steps in the IT processes you define.
- Assign a configuration item (CI) to the incident. Scroll toward the bottom of the form and click the Search icon for the Configuration Item field.
In the Search box, type Email and Messaging Services and click Search.
- To link the email service CI to the newly created incident, from the search results, click Email and Messaging Services.
- On the main Incident form, click the Save button.
Configuration management: Viewing a change request linked to a CI
BMC Helix Remedyforce helps customers manage all their configuration items (CI), assets, and services. These items can be imported into BMC Helix Remedyforce manually or through integrated discovery tools, and assets or services can be automatically pushed into BMC Helix Remedyforce to create configuration items and their dependencies.
- To continue the use case, from the Agent Tools list at the top of the Incident form, select CMDB Explorer.
Remember to disable pop-up blockers, because this action opens a new web form.
A new form opens, with the focus on the Imagine Service CI. This form is the CMDB Explorer, which shows all items linked to a CI. For simplicity in this use case, a change request has been previously linked to the selected CI.
At the bottom of the CMDB Explorer window, click Change Requests and then click the change request link to view its details.
Change management: Informing users about a pre-planned change request
BMC Helix Remedyforce has comprehensive change management capabilities available for your business. Change management tracks, controls, and reports on the process of IT change management, with workflow based on your business requirements.
This use case uses a pre-planned change request for Corporate email.
- To review further details of the Corporate email change request, on the upper-right side of the form, click Details.
In the Record Details window, notice that Chatter is accessible via the change record.
- In the Chatter field, replace the default message with the following text:
Corporate email will be down this weekend. Please close out of email before leaving on Friday
- Click Share.
Chatter: Viewing a Chatter feed notice
Chatter is a great collaboration tool to share information and knowledge across a company, as well as to support all types of business services. The Chatter functionality enables agents to collaborate to resolve incidents, to be notified of change requests and approve them, and a host of other IT and non-IT-based collaboration use cases. Agents can follow any BMC Helix Remedyforce object to gain collective knowledge. Chatter also enables collaboration between IT and the business.
To finish this use case, from the tabs at the top of the screen, click the Chatter tab. Within the Chatter feed notice is a new post to the user community:
Corporate email will be down this weekend...
In the email account you used to register for the BMC Helix Remedyforce 30-day trial, you will receive multiple email communications about the incident you created at the beginning of this use case. BMC Helix Remedyforce gives you the option to configure these email communications.