This documentation supports the 18.08 version of Service Desk.

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

Creating work information entries

By using work information entries, you can keep notes about the work that you perform on the related record or pass information to colleagues also working on the record. For example, you might want to add a note that a particular CI was deployed, and include the date.

You access the Work Info from the Work Details area of the incident request, problem investigation, known error, or solution database record.

You can add work information records directly from the console table, or by opening the record form.

Notes

If you are using the Best Practice view, you can view multiple work info entries at the same time by clicking the History icon. When you click this icon, the system displays a pop-up window with the Notes field entries arranged with the most recent entry at the top (a date and time stamp is also visible with each entry).

If your user ID has Incident Viewer or Problem Viewer permissions, you can add and modify Work Info entries; however, you cannot create or modify incident requests, problem investigations, known errors, or solution database entries.

To add work information in a record when using the Best Practice view

  1. From the console table, open the incident request, problem investigation, known error, or solution database entry record.
  2. To add new work information, under the Add Work Info details section on the Work Detail tab, enter the following information:
    • Notes — Enter the details of your work information record.
    • Attachment — Click  to add any attachments related to the work information. You can add up to three files.
  3. Click More Details to select the work information type and add any additional attachments.
    • From the Work Info Type list, select the type of work information to add.

       Click here to see a description of the Work Info types ...

      The table below lists the work info types available for asset, incident, problem, task, solution database, and known error records.

      TypeAvailable for the applicationDescription
      Customer Communication
      • Incident Management
      • Problem Management

      This can be any type of communication from the customer to the incident support staff. For example: email, phone, and so on.

      Customer Follow-up

      • Incident Management
      • Problem Management
      The customer acted on the suggestion of the support staff and is reporting on the outcome of those actions. For example: testing a hot fix.

      Customer Status Update

      • Incident Management
      • Problem Management
      The customer acted on the suggestion of the support staff and is updating the progress of the actions or is reporting that there was a delay.

      Closure Follow Up

      • Incident Management
      • Problem Management
      The support engineer contacted the customer to verify that the problem is solved and the incident can be closed.
      Closure Details
      • Problem Management
      Detailed information provided on the closure of the problem.
      Change
      • Task Management
      Information on a change.
      Decommission
      • Task Management
      Information on decommissioning.
      Delete
      • Task Management
      Information on the deletion of a task.

      Detail Clarification

      • Incident Management
      The support engineer asked the customer for more information to clarify what the problem is, or the support staff needed clarification of information that the customer supplied.
      Extension
      • Task Management
      Information on the extension of a task.

      General Information

      • Incident Management
      • Solution Database
      • Known Error
      • Task Management
      • Asset Management
      The support engineer asked the customer for general information such as platforms, versions and patch levels, or a contact telephone number.
      Known Error Task
      • Known Error
      The support engineer created a task for another person who is helping with the known error.
      Provision
      • Task Management
      Information on provisioning.

      Resolution Communications

      • Incident Management
      The support engineer sent a resolution email to the customer or called the customer with the resolution.
      RMA - Return to Distributor
      • Asset Management
      Info about an item that must be returned to a distributor as it is damaged or unwanted.
      RMA - Return to Vendor
      • Asset Management
      Info about an item that must be returned to a vendor as it is damaged or unwanted.

      Satisfaction Survey

      • Incident Management
      A satisfaction survey was sent to the customer.

      Status Update

      • Incident Management
      The support engineer updated the customer with investigation or testing status.

      Incident Task / Action

      • Incident Management
      • Problem Management
      The support engineer created a task for another person who is helping with the incident.
      Investigation Task
      • Problem Management
      The support engineer created a task for another person who is helping with the problem.
      Investigation Findings
      • Problem Management
      The support engineer included information on his or her investigation findings.

      Problem Script

      • Incident Management
      • Problem Management
      A pre-defined set of questions was used to help solve problems.

      Working Log

      • Incident Management
      • Problem Management
      A log file was attached to the ticket for debugging purposes.

      Email System

      • Incident Management
      • Problem Management
      • Solution Database
      • Known Error
      The email system automatically updated the work info. 

      Paging System

      • Incident Management
      • Problem Management
      • Solution Database
      • Known Error
      A paging system automatically updated the work info. 

      BMC Impact Manager Update

      • Incident Management
      BMC Impact Manager automatically updated the work info.
      Chat
      • Incident Management
      • Problem Management
      • Solution Database
      • Known Error
      • Task Management
      The Chat feature in BMC Remedy ITSM automatically updated the work info.
      Vendor Communication
      • Incident Management
      • Problem Management
      • Solution Database
      • Known Error
      Communication between a support engineer and a vendor.
      Verification Results
      • Solution Database
      The results of the verification tests.
      Assignment change
      • Asset Management
      • Change Management
      • Incident Management
      • Problem Management
      • Problem Investigation
      • Known Error
      When you select a value for the Assignee or the Assigned Group field and save the information, the system automatically adds a new entry under the Work Detail tab.
      Priority change
      • Asset Management
      • Change Management
      • Incident Management
      • Problem Management
      • Problem Investigation
      • Known Error
      When you select a value for the Impact or Urgency fields and if it results in a change in the value of the Priority field, when you save the information, then the system automatically adds a new entry under the Work Detail tab.
      Status change
      • Asset Management
      • Change Management
      • Incident Management
      • Problem Management
      • Problem Investigation
      • Known Error
      When you change the value of the Status field and save the information, the system automatically adds a new entry under the Work Detail tab.
    • In the Attachment fields, add any additional attachments required for the work information. You can add up to three files.
    • From the Locked list, select Yes or No to lock the log.

      A locked work log cannot be edited.
    • From the View Access list, specify the level of access to the work entry:
      • Select Internal if you want only users with application permissions for BMC Service Desk: Incident Management or BMC Service Desk: Problem Management to see the entry. 
      • Select Public if you want everyone with access to the system to see the entry, including requesters.

        Note

        The information in this note applies to environments that also run BMC Service Request Management.

        When a work note is created in an incident that originated from the BMC Service Request Management console and is marked as Public, the work note also appears in the request's activity log in the Request Entry console of BMC Service Request Management. If the work note is updated, the original work note remains in the request's activity log, but the updated information is placed in a new entry in the request's activity log.

        The View Access setting is a shared component in Remedy ITSM. You can change the view access level for Problem Investigation and Known Error records to Public. However, this does not have any effect.

        If the work note in the incident request is updated and the Assignee marks it as Internal, the original work note remains in the request's activity log, but the updated information is not displayed.

  4. Click Add.
    The Save operation adds your entry to the work history.

To modify work information record

  1. Open the Incident Management Console
  2. Select an incident. 
  3. From the Details and Task pane, select the work information record that you want to modify and click View.
  4. in the Incident Work Info window:
    1. Update the required fields.
    2. To remove an attachment, click delete  for that attachment.
    3. Click Save.
  5. To view a report of selected activities that you performed against this record, select the records from the work info table and click report .

Note

  • Adding or modifying the work information of a ticket or a work order does not update the last modified date of a ticket or a work order for the following applications:
    • BMC Change Management
    • BMC Incident Management
    • BMC Service Request Management
  • When you select a value for the Impact or Urgency fields and if it results in a change in the value of the Priority field, when you save the information, the system automatically adds a new entry under the Work Detail tab.


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