Configuring the BMC Remedy ITSM application version 7.6.04 templates

To complete the integration, configure the BMC Remedy ITSM application templates.

To configure a change template

1. From the BMC Remedy AR System IT home window, expand the Applications menu.
2. Select Administrator Console, and then select Application Administration Console.
3. Click Custom Configuration.
4. In the Application Settings window, click Change Management and navigate to the Template folder.
5. Double-click Template.
6. Complete the fields as follows:
   1. Enter the template name.
   2. For Status, select Enabled.
   3. Select the Template Category Tier 1.
   4. On the Classification tab, enter default values for the following required fields:
      • Change Type
      • Company
      • Class
      • Impact
      • Urgency
      • Risk Level

        Note

        OA Management module and BMC Remedy administrators can override defaults entered in the Classification tab fields.

   5. Click Assignment and assign defaults for the Infrastructure Change Coordinator, the Infrastructure Change Implementer, and the Infrastructure Change Manager settings.
   6. Click Authoring For Groups and assign the group that will have access to use this template during change creation.

      Note

      After selecting values for the Template Authoring Group and saving the record, the selected group will automatically be added to the Groups that use this template section. Use the Update button to explicitly add more groups that require access to this template.

7. Click Save.

To configure an incident template

1. From the BMC Remedy AR System IT Home window, click Application Administration Console.
2. Click Custom Configuration.
3. In the Application Settings window, click Incident Management and navigate to Template.
4. Double-click Template.
5. Enter a template name.
6. Under Viewing Templates for Support Group, select Company/IT Support/Service Desk.
7. Click Create.
8. Complete the following fields.
   1. Enter the name of the incident template.
   2. In Template Status, select Enabled.
   3. In Template Category Tier 1, select the tier.
   4. In the Classification section, assign the defaults to be used when the incident is created.
   5. Select Assignment and assign defaults for your company.
   6. Select Authorized for Groups and assign the appropriate group that can update or modify the template.

      Note

      After selecting values for the Template Authoring Group and saving the record, the selected group will automatically be added to the Groups that use this template section. Use the Update button to explicitly add more groups that require access to this template.

9. Click Save.