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.

Work information

Work Info logs are components that track work history. They replace the work diary fields used in versions of the BMC Remedy ITSM applications earlier than version 7.0.

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.

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.

Related topics

Work info sub-component permissions

Creating work information entries

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  1. Colin Rolls
    • good idea would be to link to each module's individual entries on adding work info, eg:
    • "You can add as many separate Work Info entries to each service request"  - inaccurate as can add Work Info to say Change requests too, good idea would be to explain what forms they can be added on. Also grammatically doesn't make sense.
    • hardly any detail on work info types, could list the OOTB types for each module with a note that adding work info types is customization. (or link to it if documented elsewhere)
    • no explanation of reporting of work info, eg: 'advanced search - work info entries' 
    • "The work log system also enables record locking, making records public or hidden, and categorizing the records."  - very vague, need more details on this, what fields do what, what the defaults are etc.
    • no mention of permissions needed to add work info
    • some real world examples of when someone would add a work info would be good, what steps are needed, how to enter and save, report, history..etc.
    • screenshots would be good
    • no mention that attachment size limited by DB data type size if 'unlimited'
    • no mention that work info get a time-stamp and with user id against them.


    Feb 11, 2016 07:43
    1. Priya Shetye

      Thank you for your suggestions Colin.

      My team is currently working on consolidating work information content and making it more useful for our users.

      We will be updating this topic soon.


      Feb 18, 2016 03:39
    1. Jyoti Nerkar

      Hello Colin,

      Apologies for the delayed response. I have updated the topic and added a few links to the topics that cover the related information.

      Hope this helps.

      Regards, Jyoti

      May 09, 2019 01:29