Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This...

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Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management. 1 | Page Accessing Tasks You can access Tasks from the Overview Console or from any of the individual Consoles such as Incident Management or Work Orders. Creating a Task 1. To create a task from a Work Order, from within the Incident, CR or Work Order Request, select the Task tab. 2. Open the Request Type menu and select either Task Template, Task Group Template or Ad hoc (used to create Tasks without a template). Note: The creation of Task Templates and Task Groups are typically used for common tasks that are performed often or mature workflows where the order of activities have been well established, are stable and assignment between teams well understood. Tasks can also be auto-generated when a Task Template is linked to a Work Order or Change Request template. 3. Then click the Relate button. If you selected Ad Hoc, a new, blank Task form opens. If you selected one of the Template options, a list of Templates will display. 4. You may need to change the Category to select “Task Management” system. 5. Select the appropriate Template(s) and Click Relate and then Close. Note: You can select multiple templates by using the Shift or Ctrl keys on your keyboard while clicking on the names of the Templates. 6. You are returned to the main form in the Task Tab. You can now double- click on the Task(s) to open them.

Transcript of Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This...

Page 1: Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy

Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management.

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Accessing Tasks You can access Tasks from the Overview Console or from any of the individual Consoles such as Incident Management or Work Orders.

Creating a Task 1. To create a task from a Work Order, from within the Incident, CR or Work

Order Request, select the Task tab. 2. Open the Request Type menu and select either Task Template, Task

Group Template or Ad hoc (used to create Tasks without a template).

Note: The creation of Task Templates and Task Groups are typically used for common tasks that are performed often or mature workflows where the order of activities have been well established, are stable and assignment between teams well understood. Tasks can also be auto-generated when a Task Template is linked to a Work Order or Change Request template.

3. Then click the Relate button. If you selected Ad Hoc, a new, blank Task

form opens. If you selected one of the Template options, a list of Templates will display.

4. You may need to change the Category to select “Task Management” system.

5. Select the appropriate Template(s) and Click Relate and then Close. Note: You can select multiple templates by using the Shift or Ctrl keys on your keyboard while clicking on the names of the Templates. 6. You are returned to the main form in the Task Tab. You can now double-

click on the Task(s) to open them.

Page 2: Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy

Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management.

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Sequencing Tasks Tasks can be sequenced and you can’t access a Task of a higher number until the lower number Task(s) have been completed. The higher numbers of the sequence will remain in Staged Status until they are ready to start.

1. To sequence Tasks, under the Tasks Tab, click on the task whose sequence you want to change, then use the up and down arrows to change the task sequence.

2. Tasks can be sequenced in the same order, such as all of the Tasks are

sequence number 1. In that case, the tasks can all be worked on at the same time.

3. Tasks can also be sequenced in sequential order, such as 1, 2, 3, 4. In that example, Task 1 is started first. No other Task can be started until that Task is complete. They will remain in the Staged Status. Once number 1 is complete, then Task 2 can start. Task 3 will start after Task 2 is complete and so forth until all Tasks are complete.

4. Optionally, Tasks can be sequenced in a more complex order such as shown above were you have 1, 1, 2, 3 for the sequence. In this example, the first 2 Tasks, which are both marked sequence 1, can be done at the same time, however, both must be completed before Task 2 can start. And Task 2 must be completed before Task 3 can begin.

Working with Tasks To create, update and work with Tasks, open the Task by double clicking it from the Task tab or from the Overview Console. You can also access the Tasks from the other Consoles using the link.

1. To create a Task, fill in all of the Required (Bold) fields. Then add in any additional details that you have about the Task.

2. If you used a Template, many of the fields will already be populated for you. If you did not use a Template, click the “Copy Parent Data” button at the bottom to fill in as much of the data first as you can.

3. Then make any updates, changes, additions to that data to finish

creating the Task. 4. Then, click the Save button to save the Task.

Page 3: Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy

Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management.

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Location & Requester Information 1. Under the General Tab, click Select the Company, Region, Site Group (if

appropriate) and Site of the Task.

NOTE: Remember, the Site+ field has a + after the name, which means it’s a searchable field. If you fill in that field first and press the enter key, all of the other location fields will automatically populate for you. 2. Click the Requester Tab next and fill in all of the Requester Info. NOTE: If you used the Copy Parent Data button, the Requester would be automatically populated from the original record (Incident, Work Order, CR).

Operational and Product Categorizations Add Operational Categorizations and Product Categorizations to a task for searching, tracking and reporting.

1. Under the Categorization Tab, use the menus to select the Operational Categorizations. This defines what the Task is about. Use the Product Name+ field to search for the appropriate Product related to this task, and when selected, that field will auto-populate the rest of the Product Categorization fields.

2. Click Save

Updating the Status 1. Once the Task is activated (moved out of Staged Status). It will be

updated as you work on the Task. 2. In the dropdown to the right of the Status field and select either

Assigned or Work In Progress as appropriate.

Page 4: Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy

Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management.

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Assigning the Task to Yourself To quickly assign an incident to yourself.

1. To assign the Task to yourself, under the Assignment Tab, type in your name in the Assignee+ field and press the enter key.

2. If you are a member of more than one support group, select the group to assign the Task to and click OK.

3. Set the Status to In Progress. 4. Click Save.

Assigning the Task to Another Group Assign the Task to another Group.

1. To assign the Task to another group, under the Assignment Tab, type in the name of the group or a partial name in the Assignee Group+ field and press the enter key.

2. If the search has multiple matches, select the appropriate group to assign the Task to and click OK.

3. Set the Status to Assigned. 4. Click Save.

Assigning the Task to Another Person Assign the Task to another person.

1. To assign the Task to another individual, under the Assignment Tab, type in their name in the Assignee+ field and press the enter key.

2. If the Assignee is a member of more than one support group, select the group to assign the Task to and click OK.

3. Set the Status to Assigned. 4. Click Save.

Adding Work Info 1. To document your work on a Task, use the Work Info Tab to add the

details of your work. Click the Add button once you’ve entered in the details.

Page 5: Remedy ITSM Task Management Quick Reference · Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy

Remedy ITSM Task Management Quick Reference This quick reference describes the tasks most commonly performed when working in Remedy ITSM 9.1 Task Management.

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Completing the Task To complete the Task:

3. Ensure that all of the proper dates are entered into the Dates Tab. 4. In the dropdown to the right of the Status field and select Closed. 5. Select the appropriate Status Reason. 6. In the Add Work Info area, specify any work performed to complete the

Task. This is where you document your work. 7. Confirm all other required fields are completed. 8. Click Save. 9. ***Note – setting the last Task in a Work Order to Closed will mark the

parent Work Order as Completed. If this is not desired then either add additional Tasks to cover the remaining work or complete any remaining work before closing all Tasks.

View Audit Log To view the audit log to see who made changes to a Task.

1. With the Task displayed, use the View Audit Log button at the bottom to open the Audit Form.

2. The Form Audits tab, displays certain attributes recorded when changes occur. This Status and Assignee attributes.

3. Click the Notifications Audits tab to view attributes recorded on

notifications.