This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Configuring summary definitions for the Request Wizard

Use the Summary Definition form to configure predefined summaries of requests for the Request Wizard.


The summary items that you configure are available from the Summary list on the Request Wizard. Requesters are then able to select from the list of summary items when creating their service requests.

You need Summary Definition Config or Request Console Master permissions to configure summary definitions. Users in the Incident Config and Change Config permission groups automatically inherit Summary Definition Config permissions.

Before configuring summary definitions, make sure that categorization values have been configured. Categorization is configured on the Operational Catalog Setup form.

To configure summary definitions for the Request Wizard


  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Requester Console> Configuration > Summary Definition, and then click Open. The Summary Definition form appears.
  3. Fill in the fields described in the following table:

    Field name

    Description and action

    Summary

    Enter a summary of the request, for example, Reset Password.

    Summary Categorization

    Enter or select a category for the summary, for example, Account Access.
    Use summary categorization to group the summaries in a meaningful way to people using the Request Console. In this example, a user making a request could select Account Access> Reset Password from the Summary list. The Account Access categorization might also be used for the Create New Account request.

    Company

    Select the company to which this summary is available. If you want this summary to be available to all companies, including guest users, select Global.

    Request Type

    Select the request type for this summary definition.
    Incident — Summary definitions belonging to the Incident type create a incident requests. (You must have the Incident Management feature of BMC Service Desk installed.)
    Change — Summary definitions belonging to the Change type create change requests. (You must have the BMC Change Management application installed.)

    Impact

    Select an impact for this summary definition.
    The impact depends on how your organization handles the different types of service requests. For example, the impact level of a service request for installing software on a single user's computer might be Minor/Localized, while installing software for a department or company might be Significant/Large or Extensive/Widespread.

    System Status

    Select Active or Inactive.

    Tier 1

    Select the operational category to which this summary definition belongs. For example, for a summary definition of Reset Password, the Tier 1 could be Infrastructure Service or Password.
    Category is associated with a company, so the category values that appear are those that are available to your company.

  4. Fill in the optional fields described in the following table:

    Field name

    Description and action

    Description

    Enter a description of the summary definition.

    Tier 2
    Tier 3

    If your organization has defined two or three tiers of operational categories, you can further classify the summary definition. For example, for a Tier 1 of Infrastructure Service, the Tier 2 could be Passwords, and the Tier 3 could be Exchange Server.

    Define Keywords

    Enter keywords for this summary definition.
    The keywords that you define are used to look up possible solutions for incidents from the solution database. (This is true only if the Problem Management feature of the BMC Service Desk application is installed and the solution database entry is set to the specific categorization value.)
    For example, for a summary definition of Reset Password, a possible keyword could be Password.

  5. Click Save.


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