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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 (or in the Work Info tab when using the Classic view) 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 or modify 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 Advanced to select the work information type and add any additional attachments.
    1.  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
      Asset Task
      • Asset Management
      Notes about the asset task you are working on.
      Capacity Plan
      • Asset Management
      Notes about the space, computer hardware, software, connection infrastructure, resources that are needed in future for a period of time.
      Costing and Charging
      • Asset Management

      Additional information about the cost of the current CI, incident, change, and so on. For example, if you split the cost of maintaining a CI

      between two cost centers, you might add a note here. You might also add a note to indicate that the cost to implement a change is included in the budget.

      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.
    2. In the Attachment fields, add any additional attachments required for the work information. You can add up to three files.
    3. From the Locked option, select Yes or No to lock the work log. 
      A locked work log cannot be edited.
    4. 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 request 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.

        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. When you finish updating the record, under Add Work Info, click Save
    The Save operation adds your entry to the work history.
  5. To view or update the entries in the work information, select the work info record and click view .
  6. Under the Edit Work Info section:
    1. Update the required fields.
    2. To remove an attachment, click delete  for that attachment.
    3. Click Save.
  7. To view a report of selected activities that you performed against this record, select the records from the work info table and click report .
  8. To view the history of when and by whom each of the work information entries was added, click history .
  9. Click Save.

To add work information to a record when using the Classic view

  1. From the console table, open the incident request, problem investigation, known error, or solution database entry record.
  2. On the Work Info tab, click Create.
  3. 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
    Asset Task
    • Asset Management
    Notes about the asset task you are working on.
    Capacity Plan
    • Asset Management
    Notes about the space, computer hardware, software, connection infrastructure, resources that are needed in future for a period of time.
    Costing and Charging
    • Asset Management

    Additional information about the cost of the current CI, incident, change, and so on. For example, if you split the cost of maintaining a CI

    between two cost centers, you might add a note here. You might also add a note to indicate that the cost to implement a change is included in the budget.

    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.
  4. From the Source list, select the source of this information. 
    Information sources can include email, system assignment, or the web.
  5. Enter the details of your work information record in the Summary and the Details field, or in the Notes fields.
  6. To add an attachment to the record, right-click in the attachment table, and then choose Add.
  7. From the Locked option, select Yes or No to lock the work log.

    A locked work log cannot be edited
  8. 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.
  9. Save the work information: 

    • (8.1.01 and laterWhen you finish updating the record, click Save or click Add to Work Info History
      If your user ID does not have permission to modify the record content, the Save button is disabled. In this case, clicking the Add to Work Info History button saves the work info entry. 
    • (8.1.00) When you finish updating the record, click Save
      The Save operation adds your entry to the work history. The Show field enables you to filter specific work entries based on the type of activity that appears in the table.
  10. To view a report of selected activities that you performed against this request, select the records from the work info table and click Report.

  11. To view the history of when and by whom the work information was added, click History.
  12. To view or update all entries in the work information, click View
    In the Work Info dialog box, select the work info record you want to change, update the required fields, and then click Save.

    Note

    When you return to the request, refresh the Work Info table to see all the modified records.

  13. Click Save.

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Comments

  1. Lisa Kemes

    I don't think this warning is true:  If you select Yes, you cannot modify the work log after you save it. A locked work log can only be modified by a user with the functional role of an Incident Master or a Problem Master.

    I tested this and I have Administrator and Incident Master Permissions on my account and I cannot unlock this off of the Incident form.

    May 28, 2015 10:50
    1. Bhakti Paranjpe

      Hello Lisa,

      Thank you for your comment. I will confirm the functionality with an SME and will respond to you as soon as possible.

      Thanks,
      Bhakti

      Jun 01, 2015 10:30
    1. Bhakti Paranjpe

      Hello Lisa,

      After verifying that a locked worklog cannot be edited or modified by an user with any role I have updated the content accordingly.

      Thanks,
      Bhakti

      Jun 08, 2015 06:14