This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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

Onboarding wizard use cases

This section describes real-world use cases for using the Onboarding wizard.

The mode of operation, Guided or Unguided, doesn't affect the use cases. The user interface interactions are the same in both modes.

The following use cases are provided:

Onboarding data manually

This use case describes using the manual data-entry method, with the Onboarding wizard running in Guided mode.

  1. Francie Stafford is a data administrator at Calbro Services. The Calbro IT department has just installed a new instance of the BMC Remedy ITSM 8.1.02 suite. Francie logs on to the newly installed system for the first time, and the system automatically displays a message providing information about Foundation data setup and a link that opens the Onboarding wizard.
  2. Francie clicks the Onboarding wizard link, which opens a splash screen that provides a quick overview of the wizard. Francie clicks the link to continue.
  3. The Onboarding asks Francie if she wants to use Guided or the Unguided mode. Francie selects Guided mode and starts entering company information. 
  4. When she finishes entering company information, Francie clicks Next Step, and the wizard asks her to identify which company is the Onboarding company. Francie selects Calbro, and the wizard advances to Organization
  5. Francie continues the cycle of entering information and clicking Next Step until she has entered data for all of the required steps (only steps 1 through 5 are required). When Francie clicks Next Step after entering the Assignment information, the wizard displays information about how to review and promote the data. To continue, Francie selects Automatic and clicks Finalize Review and Activate. Francie selects the Automatic method for promoting the data.
  6. The Onboarding wizard displays the Data Visualizer, which provides Francie with a way to see all of the data and its relationships in one place.
  7. Francie reviews the data in the Data Visualizer and notices that one of the records that she created for Assignment has a mistake in the Assigned Group field for one of the events. In the Data Visualizer, Francie double-clicks the record with the data exception, and an edit window opens with the record details. Francie fixes the data exception in the window and saves the record.
  8. Francie clicks Activate, and the Onboarding wizard begins pushing the data to the production data forms. A panel slides into view and displays a progress bar and information about the current process (who started it, how long it has been running, and so on). When the Promote job finishes running, a message is displayed, showing the total number of records, the number of records promoted to the production data forms, and any data exceptions found. 
  9. Francie checks the Exceptions counter located under the Promote progress bar and notices that a couple of data exceptions occurred during the promotion. 
  10. Francie clicks Exceptions to open Data Visualizer, from which she can review the exceptions and correct them. Francie clicks the record to see a report about what caused the exceptions. Francie then double-clicks a record to open an editor (like the one she used to correct the Assignment record). She corrects the condition that created the exception, then continues to the next record that had an exception. When Francie finishes correcting the data exceptions, she reruns the promotion. The promotion job processes only the records that Francie updated, then finishes with no further exceptions. 
  11. The data that Francie entered manually is now active and available to the system.
  12. Francie exits from the Onboarding wizard.

Onboarding data using spreadsheets 

This use case describes using the spreadsheet data-entry method, with the Onboarding wizard running in Unguided mode. 

Recently, Calbro Services acquired Conozco, a small consulting firm, and it needs to integrate the Conozco People records into its database. Francie Stafford, a data administrator at Calbro Services, uses the Onboarding wizard to accomplish this task.

  1. From the Application menu on the BMC Remedy ITSM Home page, Francie selects Data Management > Onboarding wizard. When asked to choose an operating mode, Francie selects Unguided. From the Onboarding wizard UI, she clicks Step 6: People. From the drop-down menu beside Create Data Manually, Francie clicks the paper-clip icon to open the Import From Spreadsheet option.
  2. A few days ago, Francie had performed the procedure described above and clicked Use template spreadsheet to download the People spreadsheet to her desktop. She then sent a copy of the spreadsheet to Conozco so that Conozco could provide Calbro with a .csv file of its People database, which had been normalized with the data structure of the People spreadsheet.
  3. In Excel, Francie opens her local copy of the People spreadsheet and clicks the Non-Support tab (because none of the Conozco people are IT support people). Francie then opens the .csv file and performs a copy-and-paste operation to put the data into the People spreadsheet. Francie saves the spreadsheet and closes it.
  4. Francie goes back to the Onboarding wizard UI and clicks Attach My Spreadsheet. She then navigates to the spreadsheet location on her desktop computer, selects the spreadsheet, and clicks Import
  5. The Onboarding wizard imports the data from the spreadsheet. 
  6. When the import finishes, Francie reviews the data in the onscreen table (to the right of the buttons and links that she used to attach the spreadsheet). Francie does not find any issues with the data, so she clicks Finalize, Review, and Activate and selects the Manual method for promoting data. 
  7. Francie clicks Validate, and the Onboarding Wizard starts running data-verification checks. When the checks finish running, Francie checks the Exceptions counter located under the progress bar and notices that exceptions were found. She clicks Exceptions to open the Data Visualizer, from which she can review the exceptions and correct them. It turns out that the Region value was misspelled in the imported data. 
  8. Francie opens the Exceptions console, and from the navigation panel, she selects Invalid > Invalid Region to show the list of records with the invalid region. She selects all of the records, and in the Region field at the bottom of the console, she corrects the spelling and clicks Update Staging to update the records. 
  9. Francie clicks Validate  to rerun the verification. The verification checks finish with no further exceptions, the Promote button appears at the bottom of the console, and the Onboarding wizard pushes the records out to the production database where it is available to the system.

Onboarding model data 

This use case describes using model data to help seed your system with best-practices data.

  1. You are an IT operations analyst working for a company that is working toward implementing a fully mature, ITIL service-desk model. One of the identified milestones on the road to maturity is the implementation of Operational Catalogs and Product Catalogs, something that until now your service desk has not used. 
  2. Your company recently acquired and installed BMC Remedy ITSM 8.1.02. As part of the justification for adopting this specific release of BMC Remedy ITSM, the IT executive team pointed to Operational Catalog and Product Catalog model data available in the Data Management Onboarding wizard, which they can use to seed the system with best-practices catalog data. 
  3. To implement the model data, you use the Onboarding wizard and import the Foundation data from your old system into the new BMC Remedy ITSM installation. 
  4. You also import the Onboarding wizard's model Operational Catalog and Product Catalog data. 
  5. After importing the model data, you edit some of the Tier 2 and Tier 3 catalog entries during the Review step of Phase 2, to ensure that they match the taxonomy that your company uses. You perform the edits using the Data Visualizer. 
  6. When you finish, you review the data and then promote it.

Using People Templates

This use case describes using People templates to simplify the job of importing People data into a large organization, with complex relationships between user roles and support groups.

  1. You are onboarding People data for a large organization that has many user roles across multiple support groups. 
  2. To ensure that the complex job of assigning the correct permissions, support groups, and functional roles to individuals goes smoothly, you decide to use People templates. The People templates predefine the permissions, support groups, and functional roles attributes for each user role. 
  3. From the Onboarding wizard, you download the template spreadsheet from Step 5 ("People template") on the Onboarding wizard screen, and make copies of it: one for each user role that you need to define. 
  4. You set up the spreadsheets according to the instructions provided with them. When you are finished, you use the Onboarding wizard to import the the People templates into the staging forms. 
  5. When you are finished importing the People template information, you proceed with onboarding the People data in Step 6 on the Onboarding wizard screen, providing the name of the People template associated with the person's user role in the Template Name column.
  6. The remaining onboarding steps are the same as are described in the other use cases.

Starting a new onboarding session

The following use cases help you to understand a few different scenarios in which you might start a new onboarding session.

Dismissing non-fatal exceptions

This use case describes how you could handle a case in which the exception errors are nonfatal.

  1. Francie Stafford is running several data-load jobs to onboard a series of Organization, People, and catalog records. 
  2. When she runs a validation on the People records, several exceptions are returned.
  3. When Francie reviews the exceptions, she finds that they were caused by duplicate support groups; that is, some of the support groups in the data-load job are already present in the production database. 
  4. Because these exceptions are nonfatal and do not prevent Francie from running the next data-load job, she chooses to ignore them. Francie clicks New to return to the Phase 1 user interface and clear the data with exceptions from view in the staging forms.

Troubleshooting fatal exceptions later

If Francie encountered data exceptions that she could not ignore in the previous use case, she could still choose to ignore them for now and troubleshoot them later. To do this, Francie:

  1. Clicks New to clear the exception data from view.
  2. Runs any remaining data-load jobs.
  3. Reruns the data-load job that produced the exception.
  4. Troubleshoots the data exceptions.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.