Remedy Incident Guide.pdf

Help Desk Ticket Training (Technician)

Remedy

Incident Management, a Technician's View

25 March 2013

(Revised July 2020)

25 March 2013 (Revised July 2020)

Incident Management, a Technician's View

Table of Contents

1 Introduction

1.1 ATFP Notifications

1.1.1 Other Information Found in the Initial Notification

2 Accessing Remedy: Are you New to Remedy?

2.1 The URL for Remedy: https://ars.tr-navatfp.sd.spawar.navy.mil

2.2 Accessing Remedy after your Account and Access has been Approved and Activated

2.3 AT/FP IT Home Page

3 Step One: Accessing the Incident Management Form

3.1 Use the "Show" Sort Feature

3.1.1 The "Assigned to my Selected Group" Selection

4 Step Two: Working the Tabs in the Incident Form

4.1 Customer Tab

4.2 ATFP Tab

4.2.1 Customer Sign Off Sheets and Asset Repair/Replace Forms

4.3 Classification Tab

4.4 Work Info Tab

4.4.1 Fields within the Work Info Tab Requiring Your Attention

4.4.2 Work Info Type Field Drop Down Menu

4.4.3 Source Field

4.4.4 Summary Field

4.4.5 Work Log Field

4.4.6 File Upload Area

4.4.7 File Attachment Area

4.4.8 Work Info History Window

4.5 Assignment Tab

4.5.1 Reassign an Incident to Another Tech or Another Group

4.5.2 Current Assignment Effort Time

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4.6 Relationships Tab

4.6.1 Relate an Asset

4.6.2 Relating Incidents

4.6.3 Relating a Help Desk Ticket to an Asset (or to More than One Asset)

4.6.3.1 Conduct an “Asset Search”

4.6.3.2 Review any Existing Assets or Incidents which are Related

4.6.3.3 Add the Ticket Relationship

4.6.3.4 Advanced Search

4.6.4.4 Relate the Incident

4.6.4.5 Confirm that the Incident has been Related to the Asset

4.7 Waiver Request

4.7.1 Open a Waiver: Set Status to “Pending” and Select a Reason

4.7.2 Waiver Submission Window

4.7.3 Waiver Approval Guidelines

4.7.3.1 Waiver Requests: Access Issues

4.7.3.2 Technical Logistics Issues

4.7.3.3 Parts–Logistics Issues

4.7.3.4 Miscellaneous Issues

4.8 Resolution Tab

4.8.1 Resolution Method

4.8.2 Resolution Categorization

4.8.3 Resolution Product Categorization

4.9 Date/System Tab

5 Putting it all Together: A Typical Technician's Case

5.1 Open and Closing a Ticket

5.1.1 Locate the Incident in Remedy

5.2 Open the Remedy Incident

5.2.1 Note the ID Number(s) and Review Basic Information

5.2.2 Check through the Tab Information Areas

5.3 Getting Down to Business: Work the Ticket to Conclusion

5.3.1 Assign Yourself

5.3.2 Return to Update the Incident Record

5.3.3 Resolving Your Incident

5.3.3.1 Final Steps for Resolving an Incident:

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List of Figures

Figure 1. New Incident Form (will be filled out by ATFP Help Desk) Figure 2. A Typical Technician's Email Inbox Figure 3. Sample Remedy Notification Figure 4. The "Warning" Screen Figure 5. ATFP Entry Page Figure 6. ActivClient Box: Add your CAC PIN Figure 7. Remedy Login Icon Figure 8. IT Home Page Figure 9. IT Home, Listing Incidents Figure 10. Incident Form Figure 11. Select "Search Incident" Figure 12. Technician's Overview Console Figure 13. The "Assignee" Column in the Incident Listing on the IT Home Page Figure 14. The "Show" Drop Down Listing Figure 15. Selected Groups Dialogue Box Figure 16. The IT Home Link Figure 17. Viewing an Incident Form Figure 18. The Customer Tab Figure 19. ATFP Tab Figure 20. The Customer Sign Off Sheet Figure 21. Repair/Replace Worksheet Figure 22. Classification Tab Figure 23. Work Info Tab Selected Figure 24. Work Info Type Drop Down Menu Figure 25. Work Info Type and Calendar Fields Figure 26. Work Info History Window Figure 27. The Summary Field under the Work Info Tab Figure 28. Work Log Notepad Figure 29. Add Attachment Window Figure 30. Incident Work Info Form Figure 31. The Assignment Tab within the Technician's Area Figure 32. "Configuration Item" Selected in the Request Type Field Figure 33. CI Relationships Search Window and the Advanced Search Window Figure 34. Click the "Relate" Button Figure 35. Relationships Tab Figure 36. Incident ID Number is found at the top of the Incident Form Figure 37. Relationships Tab Window Figure 38. Waiver Request Tab Figure 39. Status and Status Reason Waiver Tab Figure 40. Create a Waiver? Yes/No Prompt Figure 41. Resolution Tab Figure 42. Status Reason Field Drop Down Selections Figure 43. Resolution Information Entered into the Text Box Figure 44. Resolution Methods and Text Box Figure 45. Select a "Resolution Method"

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Figure 46. Tier 1 Category Selections Figure 47. Tier 2 Selections are based on Selections made in Tier 1 Figure 48. Tier 3 Selections are based on Selections made in Tier 2 Figure 49. Product Name/Model/Version/Manufacturer Figure 50. Date/System Tab Figure 51. IT Home Listing Figure 52. First Look at a Help Desk Ticket/Incident: What to Notice Figure 53. Row of Tabs Figure 54. Customer Tab Figure 55. The ATFP Tab Figure 56. Classification Tab Figure 57. Work Info Tab 49 Figure 58. Assignment Tab Figure 59. Resolved Incident Notification

Help Desk/Incident Management: Technician’s Guide Remedy

1 Introduction

Welcome to the Brave New World of "Incident Management!"

Formerly known as Help Desk or Trouble Tickets, Remedy now calls these "Incidents." You probably already know the basic routine: Someone has encountered a problem with some equipment at a contracted location. They have called in for assistance to the Help Desk. You or your group will be responsible for solving this problem. Now, where do you begin?

We'll walk through all the steps you will need to take to manage your part of the incident.

First, a little background. When the call for assistance comes to the Help Desk, the person taking the call will enter as much information about the problem as possible into the Incident Management Form within the Remedy System, shown below.

Figure 1. Incident Form (will be filled out by ATFP Help Desk)

Once all the required fields are completed, and the incident is entered into the Remedy System, this, in turn sets off a series of "Notifications." These notifications alert a number of people to the entry of this incident, so they can monitor or take direct action to solve the issue.

Since you will be the person who will respond and solve issues for our customers, you will likely receive a "Notification" once you have been assigned your role as a technician.

Welcome Aboard! Let's go through the various aspects of your role as a technician, and how you will interact with Remedy in your daily work life.

Incident Form (to be filled out by ATFP Help Desk)

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1.1 ATFP Notifications

So you come to work the day after your orientation, open your email, and your inbox will look something like this:

Figure 2. A Typical Technician's Email Inbox

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Click to open one of these email messages: You will see something that looks like this:

Figure 3. Sample Remedy Notification

Notice the ATFP Incident ID number in bold at the top of the message. When you get into the Remedy System, you will find this incident using this Incident Number (shown as the "Request ID" when you are in your "Overview Console.") This number identifies this case when you get into Remedy.

1.1.1 Other Information Found in the Initial Notification

The notification gives you a quick snapshot of the incident. It tells you that the incident has been assigned to your group for action; it gives you the Project Name and Region, the base site, the customer's name and phone number, a brief summary of the problem, the status of the incident, and the priority level that has been assigned.

So now you are ready to enter Remedy and start solving the problem you have been assigned.

This document will provide the information needed to get you through the steps you need to investigate, develop a solution, resolve the problem, and move the incident through to resolution.

Incident ID number

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2 Accessing Remedy: Are you New to Remedy?

New to Remedy? If so, you are going to need your CAC Card to request an account. Your request will need to go through the approval cycle, and you may not gain access immediately.

You'll get an automatically-generated email notifying that your access request has been approved. You may need to wait as long as 48 hours to be able to access the system after that notification.

2.1 The URL for Remedy: https://ars.tr-navatfp.sd.spawar.navy.mil

Enter this address, and you should see the AT/FP Remedy Warning and Consent Page, as shown below. Click the "OK" Bar at the bottom of the screen.

s

Figure 4. The "Warning" Screen

You should now see the AT/FP Knowledge Center Home Page, shown below.

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Click Account Request, Just below the Remedy Login Key, circled in the image below.

Figure 5. ATFP Entry Page

You should be prompted to enter your PIN (this is your CAC PIN).

Figure 6. ActivClient Box: Add your CAC PIN

Enter your CAC PIN here

Enter your CAC PIN, and click "OK."

If you do not have a Remedy Account, clicking the "Remedy Login" link will take you to a page asking you for your user name and password.

This will NOT gain you access to Remedy. Close the window, enter the URL again, and be sure to click "Account Request."

You should next see a form you will complete. Your request will be routed to a Government Representative who will approve your account and level of access.

2.2 Accessing Remedy after your Account and Access has been Approved and Activated

Once you have your account and correct level of access, you should be able to select the Remedy Login Icon, shown below. (This is, of course, after gaining access to the website, having your CAC card recognized, and your entry of your CAC PIN.) Click to enter the Remedy Website.

Figure 7. Remedy Login Icon

2.3 AT/FP IT Home Page

You'll be taken to your Anti-Terrorism/Force Protection IT Home page, shown below.

Figure 8. IT Home Page

Figure 9. IT Home, Listing Incidents

The screen is filled with several columns of text, as you can see. These are all incidents currently assigned to any of the groups to which you belong. At the top of the listing, you can see that in the "Show" field, it says "Assigned to All My Groups," and the default "Company" should be your "company" name.

Scroll to find the incident you wish to view. Double click on any of the incidents listed, and you can access the associated Incident Form, as shown below.

Figure 10. Incident Form

Application Bar

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You can use the Application Bar to navigate to the areas you will be working. If you expand the application bar (click to expand it) you will see that there are several areas available to you. Most of your work will be centered in the "Incident Management" area, so we will go there. Expand your "Incident Management" choices, by clicking and holding the double arrow to show both "New Incident" and "Search Incident."

You should not be creating any "New" incidents, so please ignore that option. Select "Search Incident" to open the Incident Form.

Figure 11. Select "Search Incident"

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3 Step One: Accessing the Incident Management Form

Let's Get Started. There are a couple of ways to access incidents assigned to you and/or your group. One way would be to note the Incident Number appearing on your email Notification, enter Remedy, scroll down the listing to find the corresponding Incident/Request number, double click that row, and open the Incident Form.

The other way is to simply open Remedy. Based on your CAC-enabled permissions, you should automatically be taken to your "Overview Console" displaying a listing of all the Incidents assigned to people in your entire group. Your screen will look something like this:

Figure 12. Technician's Overview Console

There is a series of columns containing information regarding the incident. The first column (on the left) contains the request identification number, automatically assigned when the Help Desk answers the initial call. The next column contains the project name, then the type of request, a summary of the issue, and then the "status" of the incident. There is then a column which contains the priority level of the incident, and the Group assigned to the problem.

To the far right, you can see the "Assignee" column displays the name of the person assigned to the task.

Figure 13. The "Assignee" Column in the Incident Listing on the IT Home Page

You can sort the columns in ascending/descending order, and you can scroll through to search the columns.

Assignee

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3.1 Use the "Show" Sort Feature

At the top of the listings, there is a selection drop down box across from the word "Show" which allows you to sort and show the incident listings in different groupings.

For instance, you might want to view all the incidents which have been assigned to you, to your selected groups, or to all your groups.

Figure 14. The "Show" Drop Down Listing

Note

You'll see the selection "Submitted by Me" is shown, but as a Help Desk Technician, you won't be submitting tickets, only the folks at the Help Desk will be submitting tickets.

3.1.1 The "Assigned to my Selected Group" Selection

If you are part of multiple groups on Remedy, you can choose to include any or all of them in your view of your open tickets.

When you select "Assigned to My Selected Groups," you open a window which will allow you to select the groups whose tickets you wish to view in a dialogue box that looks similar to the one shown below.

Figure 15. Selected Groups Dialogue Box

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Once you have found the incident you wish to open in the listing you have on your screen, double click the row to open the related incident form.

Note:

Can't find your way home? If you want to get back to your home page (the Overview Console which listed all the incident tickets assigned to your group), click the house icon or the words "IT Home" at the top of the incident form, as shown below.

Figure 16. The IT Home Link

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4 Step Two: Working the Tabs in the Incident Form

When you select and open an incident, it will look like this one below. Most fields will be filled out, and you should see the "Customer Information" area filled out. If you have questions, you can contact the customer for more information as you investigate and diagnose the problem. This section will run through each of the tabs that appear in this field, and what kind of information these various tabs should contain. They are a vital part of keeping track of the progress in addressing and resolving incidents. Following the detailed discussion on the "Tabs," The Section called "Step Three: Resolving the Issue" will help you move toward resolving, and ultimately closing out the incident.

Figure 17. Viewing an Incident Form

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4.1 Customer Information

The top of the form displays customer information. If you hover your mouse over the Customer field for a couple of seconds, a popup will appear showing the full customer information. You will access all the information about the customer who called in with the problem. If you need additional information on the issue, you can easily contact the person from here.

Figure 18. Customer Information

4.2 ATFP Tab

The next tab is the "ATFP Tab." This form provides all the necessary information unique to ATFP projects. This includes the Principal Category, the Family of Systems to which the equipment belongs, the Region, Unique Identifier, and the FECTL assigned to the project. This information should already be filled in for you by the Help Desk.

If you feel the project name is not accurate, you can notify the ATFP or ATFP Help Desk, or adjust it yourself. But if you make any changes, please make a note in the work log (found on the Work Info Tab).

Figure 19. ATFP Tab

4.2.1 Customer Sign Off Sheets and Asset Repair/Replace Forms

Some contractors will attach a Customer Sign Off Sheet or an Asset Repair/Replace Form to support their work. These are entered in the associated File Attachment area within the ATFP Tab.

The Customer Sign Off Sheet, shown below, will ask for a quick description of the problem and what was done to resolve it. It will ask for the signature of the incident's Designated Requestor, or if that person is unavailable, another Government Representative to sign off acknowledging the resolution.

Figure 20. The Customer Sign Off Sheet

An example of the Repair/Replace Form, an Excel Worksheet, (it is the Asset Data Template that is also used for CDRL

A033 and A044 submission) is shown below. It may be required when the incident resolution involves the replacement of any asset-tagged equipment.

Figure 21. Repair/Replace Worksheet

Customer Sign Off Sheet

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This form should be filled out with all the relevant asset info (AT/FP Number, Serial Number, Part Number, Location, etc.) for both the new and replaced asset. To attach these documents, click the Add button and follow the prompts.

4.3 Classification Tab

Within the Classification form, you will find information regarding the kind of service that is expected and authorized for the particular piece of equipment.

This link toggles between Operational and Resolution Categorizations

Figure 22. Classification Tab

You can see in the form shown above details of the type of incident, and what kind of service has been contracted. There are also more classification areas such as

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“Operational” and “Product Categorization” that further refines and identifies the equipment.

4.4 Work Detail Tab

The "Old" Remedy called this the "Work Log," and it remains the area where you record and track your work toward resolving the problem assigned to you.

To indicate the most recent pertinent entry to appear in reports, select More Details and select a Work Info Type of Status Update.

Figure 23. Work Detail Tab Selected

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4.4.1 Fields within the Work Detail Tab Requiring Your Attention

Think of the Work Detail Tab as a diary of your efforts regarding the incident you have been assigned. You can enter an unlimited number of events and notes here. For instance, you may want to record your multiple efforts at contacting the customer to get more information about the issue.

4.4.2 Work Info Type Field Drop Down Menu

Click the arrow to expand the list of selections next to the "Work Info Type" field, and highlight to select the appropriate description.

Figure 24. Work Info Type Drop Down Menu

Figure 25. Work Info Type and Calendar Fields

1. Work Info Type: Expand the Drop Down Menu for the "Work Info Type" Field and select the type of work for the task you will be describing.

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4.4.3 Source Field

The "Source" field helps you track the way(s) you communicate with customers as well as progress toward a solution to that problem. The figure below shows an example of how this can be tracked.

Figure 26. Work Info History Window

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4.4.4 Summary Field

Click the icon to expand a text entry box, and y9uo can enter a brief synopsis of the problem.

Figure 27. The Summary Field under the Work Info Tab

3. Source. Expand the Drop Down list to select the communication source of the work you are handling.

4. Summary. Click to open the Field. Enter a brief summary of your diagnosis and conclusion.

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4.4.5 Work Log Field

Click the icon to expand the Work Log Text Entry Box. You can type in any information here, including contact name(s), times of attempted contact, steps taken to isolate a problem, etc. You can come back to this area as many times as you need to.

For example, in the morning you may want to note that you called and left a message with the customer. In the late morning, you might want to record your conversation when the customer called you back and you discussed the issue. Later that day you might want to note that you found a source for a replacement part, and are waiting for shipping information. The next morning, you might want to come back to the work log and record that the part was received, and you were on your way to installing it.

Later that day, you might want to record that you had installed the part, tested the system, and the equipment was working as needed.

Figure 28. Work Log Notepad

One way to keep this straight is to think of the Work Info History area as an outline/ high level view of the incident as it progresses. It combines the entries into the Work Info Type, the Date, the Source and the Summary fields into one view. It will give you an "at a glance" look at the higher-level activity happening around a certain incident.

The Work Log will show the details (if you have entered the details, of course).

Click the icon to expand the text entry box for the Work Log. Enter any relevant information regarding your efforts to resolve the issue. Each time you enter, click "Save" to retain that note in the running Work Info History

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4.4.6 File Upload Area

There is also an area just below the Work Log area where you can upload or attach documents and other related files. Do not use this area to add a Customer Sign Off Sheet or a Repair/Replace forms – add those to the associated attachment fields on the ATFP tab.

To upload a file, click to highlight one of the "Attachment Rows," within the box. Next, click the "Add" button. You will open the "Add Attachment" Window. Browse to locate the file you wish to upload.

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4.4.7 File Attachment Area

If you find you need to upload a document to keep as a record of your efforts on a particular incident, you can use the File Attachment area, as shown below. Simply highlight the first available Attachment row, and click "Add."

Figure 29. Add Attachment Window

The Add Attachment Window will open. Browse your computer files to find the document you wish to upload and associate with this work effort. when you find your file, select it, click "OK" (twice--once for the browser and then once here in the "Add Attachment" Window.

Your document will be added and should appear in the listing under the Work Log area on the left side of the Work Info Tab. If you wish to upload a second or third document, just click to highlight the next available Attachment number, and repeat the upload process.

Add Attachment Window Opens

Click the first Attachment number

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4.4.8 Work Info History Window

Notice that you can click on any of the entries in the Work Info History area to open a larger "Incident Work Info "worksheet," as shown below.

Figure 30. Incident Work Info Form

You now have a couple of other options...First; you might want to view a summary of the work information that has been added for this project task. Click "View" to see a summary.

You might also wish to print a report, and if so, click the "Report" button to generate a printable report.

If you are finished with your work effort on this task, click "Save." if you wish to print the report you generated, click the "Print" button.

4.5 Assignment Tab

This tab will normally be filled out when the incident is assigned to you. But maybe you had opened a ticket that was assigned just to your group by the help desk. Maybe it's a project or installation of equipment that you recognize that is within your area of responsibility. You can assign it to yourself by selecting the drop down arrow, and finding your name.

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Within the Assignment Tab, you will want to make sure you are listed as the "Assignee." Enter your name if it isn't already filled in this box.

Figure 31. The Assignment Tab within the Technician's Area

If there is any information appearing on the form that is not correct, you can correct it.

When you are ready to start working, be sure to go up, and set the STATUS of the job to "In Progress." You will not be able to close this window without getting a prompt reminding you to do this.

4.5.1 Reassign an Incident to Another Tech or Another Group

Assign the incident to another Tech: If you want to reassign an incident to another technician or to another group, you can do that. If you know the person's name, you can use the drop down menu next to the "Assignee Field," scroll to find and select that person. Click "Save" at the bottom of the form and you are finished.

Assign the incident to another Group: Maybe you have doubts about whether or not this piece of equipment is covered under your company's Sustainment Contract. You can choose "Auto Assign" from the "Set Assignment using" drop down menu. Press "Set" and then "Save." This will reassign the incident to the ATFP Support Group, and they will assume responsibility for the issue from that point. They will research the system, and if it belongs to another group, they will reassign.

Technician's Area Tabs

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4.5.2 Current Assignment Effort Time

No worries! And no long, boring explanation needed! This is an "out of the box" software feature we are not using.

4.6 Relationships Tab

The Relationships Tab is where you can tie related assets and incidents to a particular incident. You would do this to relate a provided asset tag or an incident connected to the present issue.

"Why would you want to do such a thing?" you ask.

You might want to "relate" an asset appearing within a help desk ticket because it does not appear on the list of assets for a particular system. You might want to "relate" two or more incidents where several people call in a help desk request for the same system issue. As an example, maybe a certain camera is not displaying its surveillance feed, and two (or more) watch standers report the issue. You might want to relate all these calls when you solve the issue so you don't keep having to respond to separate incidents.

In the following subsections we'll deal with each of these instances.

4.6.1 Relate an Asset

So you get a trouble ticket, and in your investigation you find a piece of equipment that is not included in the asset list for that system. You select the "Relationships" tab.

To relate an asset, choose "Configuration Item" from the drop down menu in the "Request Type" field, shown below.

Figure 32. "Configuration Item" Selected in the Request Type Field

Click "Search." A CI Relationships Window will open. If you have the AT/FP number, you can enter that in the Search+ box.

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You can also click the "Use Advanced Search" link to open a more detailed search box, as shown below.

Figure 33. CI Relationships Search Window and the Advanced Search Window

In the Advanced Search Window, enter the AT/FP# in the "CI ID" field. Click "Search" (in the lower left area, shown above).

Enter the ATFP number in the Search + field...OR...

...Click to open the Advanced Search Option for more choices.

The Advanced Search Window offers more fill in and drop down ways to search.

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If an asset is found, click the "Relate" button, to identify or "relate" this asset to the incident, as shown below.

Figure 34. Click the "Relate" Button

When you are finished, click the "Close" button. You will return to the asset window, and the item will show in the relationship listing.

4.6.2 Relating Incidents

In addition to relating incidents to make sure that you don't duplicate efforts when two or more people call in a trouble ticket on the same issue, you may want to relate a previous incident to this one--perhaps in some way they are related, and you want to track this event.

You might be using this to track a piece of equipment that is malfunctioning on a regular basis. This could indicate the piece of equipment should be replaced soon. It also might be a way to help someone else troubleshoot and come up with a similar solution, saving time and effort. The process for relating another incident is very similar to the process for relating an asset.

Select "Incident" under the Request Type drop down menu at the bottom of the Relationships Tab (in the Configuration Item Window) as shown below.

Figure 35. Relationships Tab

Select "Incident" from the Drop down Menu in the "Request Type" field.

Help Desk/Incident Management: Technician’s Guide Remedy

Click "Search" to open up the Incident Relationship Search Window. Enter the NFAC number for the incident you wish to relate to this current incident.

4.6.3 Relating a Help Desk Ticket to an Asset (or to More than One Asset)

There are situations where Assets and Help Desk Incidents should be related to each other for different reasons. Usually, as outlined above, an Asset is “related” to a Help Desk Ticket when that particular asset is broken or is being repaired. This allows us to monitor which pieces of equipment fail regularly—maybe a different brand or type of equipment should be considered as a replacement to improve performance.

In some cases you may want to associate the Help Desk Incident to the Asset instead of associating the Asset to the Help Desk Incident.

You will want the Incident ID Number that you want to associate with the asset. The Incident ID Number is found up at the top of your Incident Form, as shown below.

Make a note of this number; you will be entering into another form shortly (See Subsection 4.6.3.4)

Figure 36. Incident ID Number is found at the top of the Incident Form

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4.6.3.1 Conduct an “Asset Search”

Do an “Asset Search” using Asset number found in the work log) to bring up the Asset Record. (Start with the Asset Management Application Tab, and select the Asset Management Console. Select one of the assets, then use the “Search” icon [the blue magnifying glass in the upper left corner) to clear the form. Enter the ID number, and display the asset.)

Once you find the asset and can view the details of that record, click the Relationships Tab. This is where you will "relate" the ticket to the asset, as shown below

Figure 37. Relationships Tab Window

4.6.3.2 Review any Existing Assets or Incidents which are Related

Once you've clicked on the Relationships Tab, you will see any assets/incidents that might already be related. In this instance, there are no other assets or incidents which have been related, so it is blank.

4.6.3.3 Add the Ticket Relationship

From the Request Type Field, select “Incident” from the Drop Down Menu. Click “Search” to open a separate window.

Relationships Tab

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4.6.3.4 Advanced Search

Click Advanced Search. Within the Incident ID+ field, enter the Incident ID, and then click the “Search” button. The Incident will show in the Showing Box.

4.6.4.4 Relate the Incident

Highlight the Incident and then click the “Relate” button. A pop up window will open saying the incident was related.

Click “OK” and then click the "Close" button.

4.6.4.5 Confirm that the Incident has been Related to the Asset

You can verify the Incident was related by returning to the Asset Form. You should still be within the “Relationships” Tab. Change your view within that Tab to “Related Incidents” from the “Show Related” Drop Down Menu. If the incident was correctly related, you should see it appear when you select that option.

4.7 Waiver Request

Certain contractors will be required to open a Waiver if they see they are unable to resolve the incident within 48 hours (or some other contracted period of time). A sample "Waiver Request" form is shown below.

Figure 38. Waiver Request Tab

A Waiver allows you to explain why the incident cannot be repaired in the required 48 hours, and gives you the opportunity to detail the efforts that you will need to undertake to resolve the incident.

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4.7.1 Open a Waiver: Set Status to “Pending” and Select a Reason

To open a Waiver, first move the status of the incident by selecting "Pending" from the drop down menu associated with the "Status" field. You will also need to select a "Status Reason" from the drop down list for that field, as well.

Figure 39. Status and Status Reason Waiver Tab

Once you select the Pending Status and a reason, a window will pop up asking you if you want to open a waiver. If you choose "Yes" the waiver submission window will open, as shown below.

Figure 40. Create a Waiver? Yes/No Prompt

Waiver Request Window

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4.7.2 Waiver Submission Window

Within the Waiver Submission Window, you will enter information into the following fields:

• Explanation of Delay

• Estimated Action Required

• Evidence of Effort To Comply

• Estimated Complete Date/Time

You must have information in EACH of these areas before you are able to successfully save and then submit the Waiver Request.

Everything entered into the "Comments" field will be automatically transferred to the incident Work Log when you save the waiver.

Once it is submitted, a Waiver will appear under the Waiver Request Tab, and will be set to "Pending Approval" status. When the AT/FP Program Office makes a decision, the waiver status will be updated to either "Approved" or "Rejected" by the AT/FP Help Desk.

4.7.3 Waiver Approval Guidelines

After a waiver is submitted, it will move to "Pending Approval" Status and await an "Approval/Rejected" Decision from the AT/FP Program Office.

Common issues requiring approvals will fall into one of these areas:

• Access Issues

• Technical Logistics

• Parts – Logistics and one final category, the infamous

• “Miscellaneous.”

In the following subsections, we’ll discuss each of these categories briefly. If you have further questions, or wish to discuss this in detail, please feel free to contact your FECTL (Team Lead).

Keep in mind that these are guidelines only, and each waiver request is evaluated on its own set of circumstances and merit. The decision to grant or deny waivers is based on work log entries, technical/administrative merit, and any FECTL discussions.

Help Desk/Incident Management: Technician’s Guide Remedy

4.7.3.1 Waiver Requests: Access Issues

“Access Issues” would include the following:

• Government Delays beyond Contractor Control

• Platform (Un) Availability

• Safety and Security Requirements

• Special Training Requirements

• Conflicting Projects

• Specific Client Requests (N6/or Emergency Manager, etc.)

• Specific Facility or Base Requests (Operations Center Exercises or Base Exercises)

• Weather and Related Issues

4.7.3.2 Technical Logistics Issues

This area would include the following:

• Technical Solutions

• Special Test Equipment or Test Software Required

• Drawings and other Documents required outside Contractor Control

• ECP under Development or Review

• Technical Refresh under Development or Review

4.7.3.3 Parts–Logistics Issues

This area includes the following:

• Customs Delays

• The Item or Part is no longer supported, parts are obsolete, and a search for suitable substitutes is underway

• Equipment or Parts Customization Required

4.7.3.4 Miscellaneous Issues

This area includes such items as:

• Infrastructure Issues (Power and Communication)

• Special Government Funding Required

Again, the decision to grant or deny a waiver is based on the unique situation presented, but these guidelines should help you determine the best category.

4.8 Resolution Tab

The Resolution Tab is where information regarding closing out the Incident is found.

Figure 41. Resolution Tab

Find the "Status Reason" Field within the Incident Request Information Area. From the Drop Down Menu associated with this field, select the appropriate "Reason" from the selections provided.

Figure 42. Status Reason Field Drop Down Selections

Help Desk/Incident Management: Technician’s Guide Remedy

Click the icon to expand the Resolution Field, as shown below. This box allows you to enter information related to how you resolved the problem.

Figure 43. Resolution Information Entered into the Text Box

Help Desk/Incident Management: Technician’s Guide Remedy

Note

Whatever you enter into the "Incident Resolution" text form associated with the "Resolution" field (shown above) will be included in the automatic notification that goes out to all the people (managers, customers, and other technicians) associated with this task. Try to keep this entry brief. The place for more detailed information is the Work Log area, under the "Work Info Tab."

Figure 44. Resolution Methods and Text Box

Enter a brief explanation of the resolution to the problem. Again, the more detailed entry should be within the Work Log. This area just needs a very short summary of the resolution.

Help Desk/Incident Management: Technician’s Guide Remedy

4.8.1 Resolution Method

The "Resolution Method" offers a selection of methods describing how the issue was resolved. Select from resolved through "Distance Support Only, Distance Support to Onsite, or On Site only, as shown below.

Figure 45. Select a "Resolution Method"

4.8.2 Resolution Categorization

You will need to "Categorize" the Resolution you are applying. Under the "Resolution Categorization," heading, select one of the entries from the "Tier 1" drop down menu.

Once you select the first Tier's category, it will drive the following tiers. Select Tier 2, then select an option. Select Tier 3, and select an option there as well. Move down to the Resolution Product Categorization area.

Figure 46. Tier 1 Category Selections

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Since we selected "Software" as the Tier 1 Resolution Categorization, we now can select from the two options, "C4I Suite" and "Tech Assist" for the Tier 2 Entry, as shown below.

Figure 47. Tier 2 Selections are based on Selections made in Tier 1

And then, again, selecting "Tech Assist" for our Tier 2 Resolution Categorization offers several selections for Tier 3, as shown below.

Figure 48. Tier 3 Selections are based on Selections made in Tier 2

Help Desk/Incident Management: Technician’s Guide Remedy

4.8.3 Resolution Product Categorization

The Resolution Product Categorization selections work much like the Resolution Categorization selections discussed in the previous subsection, except these fields seek to describe the type of equipment/assets that were either repaired or replaced for this incident. . The Tier 1 Selection opens options for Tier 2, and Tier 2 Selections open options for Tier 3, as shown below.

Figure 49. Product Name/Model/Version/Manufacturer

Help Desk/Incident Management: Technician’s Guide Remedy

Product Name/Model/Version/Manufacturer are all optional entries that can help you further describe the assets and equipment involved in resolving the incident.

4.9 Date/System Tab

There's not any entry needed on this form. This is read-only, and details the stamped reporting times of various actions in Remedy.

Figure 50. Date/System Tab

Help Desk/Incident Management: Technician’s Guide Remedy

5 Putting it all Together: A Typical Technician's Case

5.1 Open and Closing a Ticket

So, now let's put it all together. We'll run through a typical case.

There are several ways you may find out about an incident. You may be assigned one, and receive an email notification, or a phone call from your supervisor. Maybe you receive a call letting you know about an issue that has been reported to the Help Desk, and you might want to look it up, start some investigation, and begin to resolve the issue. Or, you might be just looking through the listings in Remedy, and notice an issue that is in your area, at your base, involving equipment with which you are familiar.

5.1.1 Locate the Incident in Remedy

Your first step would be to locate the incident within Remedy. If you received an email notification with a link, click the link to access the case. If it's a case within your area of responsibility, or assigned to any one of the "Groups" you belong to in Remedy, you can open Remedy, and search through the listings appearing on your IT Home Page.

Right away you can see that the columns are sorted by the assigned request ID (for example, NFAC00000000229, the first listing shown below).

Figure 51. IT Home Listing

Let's say you hear there is a problem within your area. Maybe at the Base where you usually work. And you hear it's a piece of equipment you have worked before. Find the incident in the IT Home Listing by looking for a Project Name (the second column), or maybe your Assignee Group (the column shown above to the far right).

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5.2 Open the Remedy Incident

Once you find the incident, double click the line to open the full case page.

5.2.1 Note the ID Number(s) and Review Basic Information

When you first open an incident from the IT Home Page, you'll want to look over the entire page quickly. You'll want to know the NFAC Incident ID (Item 1), the CNIC Incident ID (Item 2), and view the Summary (Item 3), and Description (Item 4) fields.

Remember the Summary and Description fields can be expanded for a more detailed explanation.

And notice the Priority (Item 5) and System Down? (Item 6) areas. These two last areas will tell you the urgency of the repair that is needed.

Figure 52. First Look at a Help Desk Ticket/Incident: What to Notice

5.2.2 Check through the Tab Information Areas

Now, you'll want to take a look at the Tabbed Information Areas. For each tab, we'll mention what significant information is provided.

Figure 53. Row of Tabs

Tabbed Information Areas

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• The Customer Tab displays the contact information for Navy personnel calling in the incident to the Help Desk. If you need to contact the person who called in the problem, you should find their detailed contact information here. (For more detailed information about the Customer Tab, please see Section 4.1.)

Figure 54. Customer Tab

• The ATFP Tab displays the project name describing the location and system being affected. (For a more detailed look at the ATFP Tab, please refer to Section 4.2.)

Figure 55. The ATFP Tab

Help Desk/Incident Management: Technician’s Guide Remedy

• The Classification Tab tells you (under Product Categorization) whether or not this is a Preventive Maintenance or Corrective Maintenance issue. (For a more detailed review of the Classification Tab, please see Section 4.3.)

Figure 56. Classification Tab

• The Work Info Tab is where all work log entries and target date(s) will be recorded and adjusted. The Work Info Tab is also where you can review work log entries with more details

The Help Desk will add information from conversations with requestors, and any other people who have been involved can add comments and additional information. (For a more thorough look at the Work Info Tab, please refer to Section 4.4.)

Figure 57. Work Info Tab

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• The Assignment Tab. Since the Help Desk is the first point of contact for customers calling in issues, there should already be an assigned group as well as an assigned individual (probably you.) If you are not the assignee, but you are going to take on the case, make sure you enter your name. (For a more detailed look at the Assignment Tab, see Section 4.5.)

Figure 58. Assignment Tab

• Relationships Tab. When you first take a look at a new incident, you'll want to check the Relationship Tab to see if there are any assets (these would be any ATFP *ten numbers* tags) or incidents that may be related to this issue. (For a more detailed look at the Relationships Tab, see Section 4.6.)

5.3 Getting Down to Business: Work the Ticket to Conclusion

5.3.1 Assign Yourself

The first thing you want to do is ensure you are recorded as being assigned to the case if you are the technician who will be handling the issue. Find your name under the "Assignee" drop down menu (the Assignment Tab).

Note: Remember to Record your Work. Starting with this first step, assigning it to yourself, each time you do any activity, note that in the Work Log. (Under the Work Info Tab).

Under the Work Info Tab, enter a description of your actions--in this case you would enter "Assign ticket to myself, (your name)."

Click "Save" to record your entry. (The "Save" button is in the lower left corner of your Incident Form.) You can close the ticket and start your efforts to resolve the problem noted in the incident.

Note: We suggest you click "Save" after each data entry.

Help Desk/Incident Management: Technician’s Guide Remedy

5.3.2 Return to Update the Incident Record

Within 48 hours of your initial entry, you should return to Remedy, call up the Incident Page and update the situation.

When you open this ticket the second time, you will notice that the Status of the incident changes from "Assigned" to "In Progress." The Remedy System assumes you have been in contact with the Requestor, and you have probably started a troubleshooting effort, and you will add any pertinent information to the work log entry. (Remember to click "Save" after each entry to make sure your notes are recorded.) Things you will want to cover:

• A Target Date. (Under Work Info Tab, select the pop-up calendar) Provide your best estimate as to when you expect the issue to be resolved. If the issue will require more than 48 hours to resolve, some contractors must open a "Waiver." follow the instructions detailed in Subsection 4.7.1 to complete the Waiver Request.

• Click "Save" to record your entry.

5.3.3 Resolving Your Incident

So at this point, you have completed the work required. If you had a waiver, you've come back and completed the repair/replacement. You've come to the point where you have completed any necessary repairs or replacements, and you wish to close this incident out, and move along to the next problem in your email in box. Complete these steps below.

5.3.3.1 Final Steps for Resolving an Incident:

• Update the Work Log. Within the Work Log, enter a description of how the issue was resolved. Enter as many details about the issue as you can.

• Relate Any Assets. Attempt to relate any assets that you came across that were not already entered into the system. If there are none, uncheck the "Assets to Relate:

Yes" box.

• Under the Resolution Tab, enter a short description of how you resolved the issue into the "Resolution" fill in box. (This box is right under the heading "Resolution Details" on the Resolution Tab)

Choose a "Resolution Method" from the Drop Down Menu.

• Resolution Categorization/Product Categorization. Fill out all three tiers for both the Resolution and Resolution Product Categorization fields.

• Update the Status. Change the Status of the Incident to "Resolved." (The "Status" field is in the main Incident Form, under the "Incident Request Information" heading, and to the right of the "Summary" field.

• Attachments to Add? If you have a Customer Sign Off sheet, a Repair/Replace sheet, or any other relevant documents, you will want to attach them to the Incident. Attach the documents by using the form within the ATFP Tab.

This would be a great time to save your work (Click "Save" at the bottom of the page).

Help Desk/Incident Management: Technician’s Guide Remedy

If your incident is successfully resolved, you'll see a confirmation notice in your screen's upper right corner, similar to the one shown below.

Figure 59. Resolved Incident Notification

If you need additional information or a field completed, the notice will alert you, as well. If you see these notice(s), complete the required actions, remember to "Save," and you should be good to go!

If you have any questions or would like to provide feedback regarding this User Guide, please feel free to contact the AIM Remedy Team:

aim-remedy@altus-ts.com