This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Work information

Work Info logs are components that track work history.

You can add multiple Work Info entries to each request. Each Work Info entry is stored as a separate record in a BMC Remedy AR System form. This approach enables easy reporting and searching of the Work Info entries associated with any particular record.

You can attach files to Work Info entry. The attachments are tied to the Work Info entry, which associates the attachments to the service record. This provides context to the attachments and makes it easy to find them.

Related topics

Work info sub-component permissions

Creating Work information entries

Attachment attributes

  • Maximum size per attachment: The default behavior of BMC Remedy ITSM does not limit the size of the attachments, however, you can configure a maximum attachment size through the Max Attach field, using the AR System Administration Console (AR Admin Console > General > Server Information > Configuration). The attachment size also depends upon the size that is defined by the data type in the database.
  • Maximum total number of attachments per Work Info entry: 3 files per Work Info entry. If you need to attach more than 3 files, create additional Work Info entries in the service record record.
  • Maximum total number of attachments per service request record: No limit.
  • Attachment naming conventions: The only attachment file naming restrictions are those imposed by the operating system.
  • Attachment file type restrictions: None.

The work log system also enables record locking, making records public or hidden, and categorizing the records. For more details, see  Creating Work information entries .

Each application uses a separate work log form, but these separate forms use the same structure and workflow. This disperses the processing of Work Info records to forms that are specific to each application. 



View specific records used to create the real time flashboard data
Use this procedure, for example, to view all of the change request records with the Status Reason field set to Successful. This does not work on the historical data graph.

  1. Click anywhere inside the real time graph.
  2. In the search results list, select the record you want to view.

Zoom a graph
Use the zoom feature to enlarge a section of the graph. You can also use full screen mode to enlarge the entire graph as described by View a graph in full screen mode which appears later in this table.

The zoom functionality allows you to closely view each category on the X axis. For example, if the X axis has 5 categories, you can use the zoom functionality to view only 2 categories. The maximum zoom is a single category. For KPI reports with a single category, the zoom function is disabled.

  1. Click the arrow in the lower left corner of the graph to expand the bottom control panel.
  2. Click the magnifying glass icon, then follow the onscreen instructions.

Hide or display the graph legend
The default setting is to show the graph legend. The legend provides information about how to interpret the graph. Not all graphs have a legend.

  1. Click the arrow in the lower left corner of the graph to expand the bottom control panel.
  2. Deselect or select the Show Legend check box to either hide or display the legend.

Change the graph style
There are a number of different graph styles from which you can choose. For example, you can select to display the data in a line graph, a bar graph, a stacked bar graph, an area chart, and so on. Not all graphs support all graph styles.

  1. Click the arrow in the lower left corner of the graph to expand the bottom control panel.
  2. Click the double-arrow button, then select the graph style you want.

Change the graph titles
You can customize the title text that appears on the graphs to suit your organization's needs. For example, you can change the titles of the X and Y axis.

  1. In the upper right corner of the graph, click the Titles icon.
  2. Change the label text appropriately to your organization's needs.
  3. Click Apply when you finish updating the text.

Hide or display active variables
The flashboards use active variables to fetch the data that is used to populate the graphs. If you choose to hide a variable, then the part of the graph that uses the variable is hidden. This gives you the ability to further customize the flashboards appearance. Not all graphs have active variables that you can turn on or off.

  1. In the upper right corner of the graph, click the Titles icon.
  2. Select or deselect the active variables that you want to display or hide.

View a graph in full screen mode
You can display the selected graph across the entire screen for better visibility. Not all graphs display in full screen mode.

  1. In the upper right corner of the graph, click the Full Screen icon.
  2. When you finish viewing the graph in full screen mode, press ESC to restore regular display mode.
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