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.

Overview console

The information in this section is for people who fulfill one or more of the following support roles:

  • Problem coordinators
  • Service desk analysts
  • Specialists
  • Group coordinators
  • On-duty managers

This section provides the following information:

Use the Overview console if you must respond to, manage, or track individual or group work assignments from a variety of sources. For example, either you or the group you manage might receive work assignments from BMC Asset Management, BMC Incident Management, BMC Problem Management, and BMC Change Management. From the Overview console, you can quickly get information about all your work assignments and perform the procedures that you use most often.

The Overview console provides a view of work assigned across multiple applications. The implementation of the Overview console uses a BMC Remedy AR System ARDBC plug-in to provide a consolidated view of all assigned work from data sources in multiple applications without using replication of data or complex SQL views that bypass APIs.The plug-in architecture is data driven. Configuration forms define how the plug-in is set, including which forms to query, which fields to map to the table field, and an ARDBC form that performs the query.

As you work with the forms and dialog boxes associated with this console, you might see a plus sign (+) included in a field label. You can type part of the information next to these fields and press ENTER. If an exact match is located, the program automatically completes the field. If a selection list appears, double-click the item you want to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the information.

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Comments

  1. Colin Rolls

    be good to first explain where the overview console can be shown, IT Home Page or  Foundation Elements -> Overview Console and the difference between the two. (can filter by status on Foundation Elements -> Overview Console for instance)

    screenshots would be good

    links to IT Home Page and Troubleshooting Overview Console would be good

    talking about ARDBC plug-in is a bit low level, doesn't really add to helping user.


     

     

    Feb 15, 2016 05:22
    1. Priya Shetye

      Thank you for you suggestions Colin. We are working on providing additional information for this topic and shall provide an update soon.

      Regards.

      Feb 18, 2016 03:51
  2. M Aditya

    Is it possible if knowledge article added to overview console list?

    Aug 10, 2017 05:05
    1. Mokshada Shivarekar

      Hello Aditya,

      Thank you for your comment. I will work with the SME and get back to you.

      Regards,

      Mokshada

      Aug 11, 2017 01:53
    1. Mokshada Shivarekar

      Hello Aditya,

      SME confirmed that you cannot add knowledge article to the Overview console list. 

      Thanks,

      Mokshada

      Aug 21, 2017 03:15