ITSM Config Guide 700

BMC® Remedy® IT Service Management 7.
0
Configuration Guide
June 2006
Part No: 60860
Copyright 1991–2006 BMC Software, Inc. All rights reserved.
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Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Best Practice and New icons . . . . . . . . . . . . . . . . . . . . . . 12
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
BMC Remedy IT Service Management documents. . . . . . . . . . . . . 13
Chapter 1 Introducing BMC Remedy IT Service Management . . . . . . . . . 17

ITSM overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
ITSM architecture . . . . . . . . . . . . . . . . . . . . . . . . . 19
Configuring ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuration prerequisites . . . . . . . . . . . . . . . . . . . . . 21
Customizing the applications . . . . . . . . . . . . . . . . . . . . . . 21
Workflow definitions in ITSM . . . . . . . . . . . . . . . . . . . . . 22
Field lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Active links . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Escalations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Table fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Internationalization and localization . . . . . . . . . . . . . . . . . . 23
Data language and display language . . . . . . . . . . . . . . . . . . 24
Chapter 2 Application Administration Console . . . . . . . . . . . . . . . 25

Introducing the Application Administration Console . . . . . . . . . . . 26
Opening the Application Administration Console . . . . . . . . . . . . . 27
Contents ! 3
BMC Remedy IT Service Management 7.0
Defining an application administrator . . . . . . . . . . . . . . . . . . 29

Password reset . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapter 3 Standard configuration . . . . . . . . . . . . . . . . . . . . . . 35

Working with the Standard Configuration tab . . . . . . . . . . . . . . 36
Creating a new company . . . . . . . . . . . . . . . . . . . . . . . . 38
Creating organizations . . . . . . . . . . . . . . . . . . . . . . . . . 39
Creating locations . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Creating support groups . . . . . . . . . . . . . . . . . . . . . . . . 42
Creating people information . . . . . . . . . . . . . . . . . . . . . . 43
Creating a people record from a template . . . . . . . . . . . . . . . . 44
Creating non-support staff records . . . . . . . . . . . . . . . . . . 47
Creating support staff records. . . . . . . . . . . . . . . . . . . . . 50
Creating product categories. . . . . . . . . . . . . . . . . . . . . . . 56
Creating operational categories . . . . . . . . . . . . . . . . . . . . . 59
Creating assignment routing . . . . . . . . . . . . . . . . . . . . . . 60
Viewing and modifying standard configuration data . . . . . . . . . . . . 62
Chapter 4 Custom configuration . . . . . . . . . . . . . . . . . . . . . . 67

Working with the Custom Configuration tab . . . . . . . . . . . . . . . 68
Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . 69
BMC Configuration Management . . . . . . . . . . . . . . . . . . . 70
Change Management . . . . . . . . . . . . . . . . . . . . . . . . 70
Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Incident Management . . . . . . . . . . . . . . . . . . . . . . . . 73
Problem Management . . . . . . . . . . . . . . . . . . . . . . . . 73
Requester Console . . . . . . . . . . . . . . . . . . . . . . . . . 74
Service Level Management . . . . . . . . . . . . . . . . . . . . . . 74
Task Management System . . . . . . . . . . . . . . . . . . . . . . 74
Road map to performing custom configuration . . . . . . . . . . . . . . 75
Configuration functions . . . . . . . . . . . . . . . . . . . . . . . 75
Configuration sequence . . . . . . . . . . . . . . . . . . . . . . . 76
Updating information . . . . . . . . . . . . . . . . . . . . . . . . . 81
Searching for information . . . . . . . . . . . . . . . . . . . . . . 81
Modifying information . . . . . . . . . . . . . . . . . . . . . . . 83
Deleting information . . . . . . . . . . . . . . . . . . . . . . . . 83
4 "Contents
Configuration Guide
System settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Approval processes configuration . . . . . . . . . . . . . . . . . . . . 85
Schema names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Application database sort order . . . . . . . . . . . . . . . . . . . . . 94
Time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Geographic information . . . . . . . . . . . . . . . . . . . . . . . . 96
Country currency . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Chapter 5 Permissions and roles . . . . . . . . . . . . . . . . . . . . . . 101

Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
AR System permissions . . . . . . . . . . . . . . . . . . . . . . 102
Foundation ITSM permissions . . . . . . . . . . . . . . . . . . . 103
Asset Management permissions . . . . . . . . . . . . . . . . . . . 106
Change Management permissions . . . . . . . . . . . . . . . . . . 109
Financial permissions . . . . . . . . . . . . . . . . . . . . . . . 111
Incident Management permissions . . . . . . . . . . . . . . . . . 112
Problem Management permissions . . . . . . . . . . . . . . . . . 114
Request permissions. . . . . . . . . . . . . . . . . . . . . . . . 115
SLM permission . . . . . . . . . . . . . . . . . . . . . . . . . 116
Task permissions . . . . . . . . . . . . . . . . . . . . . . . . . 116
Functional roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Chapter 6 Company information configuration . . . . . . . . . . . . . . 119

Company information . . . . . . . . . . . . . . . . . . . . . . . . . 120
Tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Company aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Adding a location to a company. . . . . . . . . . . . . . . . . . . 125
Removing a location from a company . . . . . . . . . . . . . . . . 127
Modifying a region . . . . . . . . . . . . . . . . . . . . . . . . 128
Modifying a site group. . . . . . . . . . . . . . . . . . . . . . . 129
Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Support groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Miscellaneous information . . . . . . . . . . . . . . . . . . . . . . . 132
Advanced configuration . . . . . . . . . . . . . . . . . . . . . . . . 132
Contents ! 5
Chapter 7 People information configuration . . . . . . . . . . . . . . . . 133

People information . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Creating a non-support person profile . . . . . . . . . . . . . . . . 135
Creating a support staff person profile . . . . . . . . . . . . . . . . 141
Creating a people template . . . . . . . . . . . . . . . . . . . . . 149
Removing a person’s login ID. . . . . . . . . . . . . . . . . . . . 153
Adding more information about people . . . . . . . . . . . . . . . . . 154
Adding people attributes . . . . . . . . . . . . . . . . . . . . . . . . 155
Relating CIs to people . . . . . . . . . . . . . . . . . . . . . . . . . 156
Viewing support groups . . . . . . . . . . . . . . . . . . . . . . . . 158
Making a support staff person unavailable . . . . . . . . . . . . . . 158
Work info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Customizing support staff notification preferences . . . . . . . . . . . 160
Creating pager settings for support staff . . . . . . . . . . . . . . . 163
Login/Access Details . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Alternate approvers . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Cost centers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Chapter 8 Site information configuration . . . . . . . . . . . . . . . . . 169

Site information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Site aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Company relationships. . . . . . . . . . . . . . . . . . . . . . . . . 172
Additional details/attachments . . . . . . . . . . . . . . . . . . . . . 174
Chapter 9 Support group information configuration . . . . . . . . . . . . 177

Creating support groups . . . . . . . . . . . . . . . . . . . . . . . . 178
Group alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Favorite groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
On-call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Viewing people and roles . . . . . . . . . . . . . . . . . . . . . . . . 187
Business hours and holidays . . . . . . . . . . . . . . . . . . . . . . 188
6 "Contents
Configuration Guide
Chapter 10 Product and operational catalog information configuration . . . 193

Product catalog information . . . . . . . . . . . . . . . . . . . . . . 194
Product aliases . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Product Model/Version . . . . . . . . . . . . . . . . . . . . . . 199
Modifying product information . . . . . . . . . . . . . . . . . . . 201
Relating a company or application to a product category . . . . . . . . 202
Operational catalog information . . . . . . . . . . . . . . . . . . . . 204
Setting an operational category to offline . . . . . . . . . . . . . . . 207
Relating a company or application to an operational category . . . . . . 207
Generic catalog information . . . . . . . . . . . . . . . . . . . . . . 209
Creating a generic category . . . . . . . . . . . . . . . . . . . . . 209
Setting a generic category to offline . . . . . . . . . . . . . . . . . 212
Relating companies and modules to a generic category . . . . . . . . . 212
Product catalog alias mapping . . . . . . . . . . . . . . . . . . . . . 214
Trusted datasets for product catalog . . . . . . . . . . . . . . . . . . . 215
Chapter 11 Costing information configuration . . . . . . . . . . . . . . . 217

Cost categorization . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Cost centers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Finance rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Cost rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Charge-back time periods . . . . . . . . . . . . . . . . . . . . . . . 232
Chapter 12 Assignment configuration . . . . . . . . . . . . . . . . . . . 235

Working with auto-assignment . . . . . . . . . . . . . . . . . . . . . 236
Group assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Assignment events . . . . . . . . . . . . . . . . . . . . . . . . 238
Automatic assignment to individuals . . . . . . . . . . . . . . . . . . 240
Chapter 13 Pager notification configuration . . . . . . . . . . . . . . . . 241

Country code option . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Numeric pager prefix . . . . . . . . . . . . . . . . . . . . . . . . . 243
Pager service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Contents ! 7
Chapter 14 Asset Management configuration . . . . . . . . . . . . . . . . 247

Advanced Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Asset Management settings . . . . . . . . . . . . . . . . . . . . . 250
Bulk CI Reorder Level and Lead Time Specification . . . . . . . . . . 253
CI Deletion . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
CI Depreciation Criteria . . . . . . . . . . . . . . . . . . . . . . 256
CI Notifications . . . . . . . . . . . . . . . . . . . . . . . . . 258
CI Unavailability Status . . . . . . . . . . . . . . . . . . . . . . 261
Configure License Management . . . . . . . . . . . . . . . . . . . 262
Sync Asset UI with CMDB . . . . . . . . . . . . . . . . . . . . . 265
Unavailability Priority . . . . . . . . . . . . . . . . . . . . . . . 267
Approval Process for CI Configurations . . . . . . . . . . . . . . . . . 268
CMDB Class Manager Console . . . . . . . . . . . . . . . . . . . . . 270
Asset Reconciliation Configuration Console . . . . . . . . . . . . . . . 270
Chapter 15 Change Management configuration . . . . . . . . . . . . . . 271

Approver mappings—configuring approvers . . . . . . . . . . . . . . . 272
Change risk selection . . . . . . . . . . . . . . . . . . . . . . . . . 278
Creating risk factor questions . . . . . . . . . . . . . . . . . . . . 278
Creating derived factors . . . . . . . . . . . . . . . . . . . . . . 282
Change templates . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Creating change templates . . . . . . . . . . . . . . . . . . . . . 284
Modifying change templates . . . . . . . . . . . . . . . . . . . . 285
Deleting change templates . . . . . . . . . . . . . . . . . . . . . 286
Classification settings . . . . . . . . . . . . . . . . . . . . . . . 287
Categorization/process settings . . . . . . . . . . . . . . . . . . . 290
Assignment settings . . . . . . . . . . . . . . . . . . . . . . . . 292
Relationships settings . . . . . . . . . . . . . . . . . . . . . . . 293
Financials settings. . . . . . . . . . . . . . . . . . . . . . . . . 295
Authoring for groups settings . . . . . . . . . . . . . . . . . . . . 296
Task Templates settings . . . . . . . . . . . . . . . . . . . . . . 297
Change calendar preference settings . . . . . . . . . . . . . . . . . 300
Change prioritization . . . . . . . . . . . . . . . . . . . . . . . 302
Configuring change rules . . . . . . . . . . . . . . . . . . . . . 304
8 "Contents
Configuration Guide
Chapter 16 Incident Management configuration . . . . . . . . . . . . . . 311

Decision tree configuration . . . . . . . . . . . . . . . . . . . . . . . 312
Working with scripts. . . . . . . . . . . . . . . . . . . . . . . . . . 316
Creating scripts . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Mapping scripts . . . . . . . . . . . . . . . . . . . . . . . . . 319
Using manage mappings . . . . . . . . . . . . . . . . . . . . . . 325
Incident Management templates . . . . . . . . . . . . . . . . . . . . 326
Classification settings . . . . . . . . . . . . . . . . . . . . . . . 329
Categorization settings. . . . . . . . . . . . . . . . . . . . . . . 331
Assignment setting . . . . . . . . . . . . . . . . . . . . . . . . 332
Relationship settings . . . . . . . . . . . . . . . . . . . . . . . 333
Resolution settings . . . . . . . . . . . . . . . . . . . . . . . . 336
Authored for Groups settings . . . . . . . . . . . . . . . . . . . . 337
Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Incident priority and weight ranges . . . . . . . . . . . . . . . . . 341
Configure work info. . . . . . . . . . . . . . . . . . . . . . . . 349
Chapter 17 Problem Management configuration . . . . . . . . . . . . . . 351

Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Priority and weight ranges . . . . . . . . . . . . . . . . . . . . . . . 354
Problem management impact. . . . . . . . . . . . . . . . . . . . 354
Problem urgency . . . . . . . . . . . . . . . . . . . . . . . . . 356
Problem priority weight ranges . . . . . . . . . . . . . . . . . . . 357
Problem prioritization . . . . . . . . . . . . . . . . . . . . . . . 359
Chapter 18 Configuring the Requester Console . . . . . . . . . . . . . . . 363

Overview of configuring the Requester Console . . . . . . . . . . . . . . 364
Setting up users to use the Requester Console . . . . . . . . . . . . . 364
Configuring application settings. . . . . . . . . . . . . . . . . . . . . 365
Configuring summary definitions . . . . . . . . . . . . . . . . . . . . 368
Configuring surveys . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Configuring request rules. . . . . . . . . . . . . . . . . . . . . . . . 373
Contents ! 9
Chapter 19 Command Automation Interface configuration . . . . . . . . . 375

Application registry . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Define command parameters . . . . . . . . . . . . . . . . . . . . . . 379
Defining mappings . . . . . . . . . . . . . . . . . . . . . . . . 382
Chapter 20 Configuring the Definitive Software Library . . . . . . . . . . . 387

Importing vendor data . . . . . . . . . . . . . . . . . . . . . . . . . 388
Updating vendor data . . . . . . . . . . . . . . . . . . . . . . . . . 389
Overview of the DSL console . . . . . . . . . . . . . . . . . . . . . . 390
Creating custom product dictionary entries. . . . . . . . . . . . . . . . 392
Creating a custom product dictionary entry . . . . . . . . . . . . . . 392
Creating a patch . . . . . . . . . . . . . . . . . . . . . . . . . 396
Relating companies to product dictionary entries . . . . . . . . . . . 397
Removing the relationship between an entry and a company. . . . . . . 398
Deleting product dictionary entries . . . . . . . . . . . . . . . . . 398
Specifying locations for product dictionary patch entries . . . . . . . . . . 399
Adding products to a suite . . . . . . . . . . . . . . . . . . . . . . . 400
Adding related files to a patch entry . . . . . . . . . . . . . . . . . . . 401
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417
10 "Contents
Preface
The BMC Remedy 7.0 Configuration Guide describes how to configure the
applications that make up the BMC Remedy IT Service Management suite of
applications, with the exception of BMC® Service Level Management.
The BMC® Remedy® IT Service Management Suite
(BMC® Remedy® ITSM Suite) includes:
! The BMC® Remedy® Asset Management application.
! The BMC® Remedy® Change Management application.
! The BMC® Remedy® Service Desk solution (which includes the
BMC® Remedy® Incident Management application and the BMC®
Remedy® Problem Management application).
! The BMC® Service Level Management application.
The applications run in conjunction with the BMC® Remedy® Action
Request System® platform (BMC® Remedy® AR System® platform) and
share a common database. All five applications consume data from the
BMC® Atrium® Configuration Management Database (CMDB) application.
Important: For information about configuring the BMC Service Level

Management application, see the BMC Service Level Management 7.0
Configuration Guide.
Preface ! 11
Best Practice and New icons

Documentation for the ITSM products contains two icons:
Icon Description
The New icon identifies features or products that are new
or enhanced with version 7.0.
The Best Practice icon highlights processes or approaches

that BMC has identified as the most effective way to
leverage certain features in the suite.
Audience
This guide is for AR System administrators or ITSM application
administrators who configure the ITSM applications, with the exception of
SLM.
Configuration tasks are performed by the following roles or individuals.
Many administrator tasks overlap and many or all of the roles can be
assumed by one individual. The roles include:
! Service Desk (Incident Management and Problem Management)
administrators
! Asset Management administrators
! Change Management administrators
12 "Preface
Configuration Guide
BMC Remedy IT Service Management documents

The following table lists the documentation available for the BMC Remedy
ITSM Suite.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF)
format is available on product installation CDs, on the Customer Support
website (http://supportweb.remedy.com), or both. You can order printed
documentation from SMBU-Upgrade@bmc.com.
Note: To access the support website, you must have a support contract.
You can access application Help by clicking on Help links within the
application.
Title Document provides Audience Format

BMC Remedy Action Concepts for using the Action Request Administrators Print and
Request System 7.0 Concepts System. PDF
BMC Remedy Action Procedures for installing the Action Administrators Print and
Request System 7.0 Installing Request System. PDF
BMC Atrium CMDB 2.0 Hierarchical diagram of all classes in the Administrators PDF
Common Data Model Diagram Common Data Model (CDM), including
unique attributes and applicable
relationships.
BMC Atrium CMDB 2.0 Description and details of superclasses, Administrators HTML
Common Data Model Help subclasses, attributes, and relationships
for each class.
BMC Atrium CMDB 2.0 Information about CMDB concepts and Executives and Print and
Concepts and Best Practices Guide best practices for planning your BMC administrators PDF
Atrium CMDB implementation.
BMC Atrium CMDB 2.0 Information about creating API Administrators PDF
Developer’s Reference Guide programs, C and Web Services API and
functions and data structures, and a list programmers
of error messages.
BMC Atrium CMDB 2.0 Help Help for using and configuring BMC Users and Product
Atrium CMDB. administrators Help
BMC Remedy IT Service Management documents ! 13


BMC Atrium CMDB 2.0 Information about installing and Administrators Print and
Installation and Configuration configuring BMC Atrium CMDB, PDF
Guide including permissions, class definitions,
reconciliation, and federation.
BMC Atrium CMDB 2.0 Javadoc Information about Java classes, methods, Programmers HTML
API Help and variables that integrate with BMC
Atrium CMDB.
BMC Atrium CMDB 2.0 Master Combined index of all books. Everyone Print and
Index PDF
BMC Atrium CMDB 2.0 Release Information about new features and Everyone Print and
Notes known issues. PDF
BMC Atrium CMDB 2.0 User’s Information about using BMC Atrium Users Print and
Guide CMDB, including searching for and PDF
comparing CIs and relationships,
relating CIs, viewing history, and
launching federated data.
BMC Remedy 7.0 Approval Server Topics on installation and configuration Users and Print and
Guide for Users and of the Approval Server, how to use the administrators PDF
Administrators Approval Server, and understanding the
approval workflow.
BMC Remedy IT Service Procedures for configuring the BMC Administrators Print and
Management 7.0 Configuration Remedy IT Service Management PDF
Guide applications.
BMC Remedy IT Service Procedures for installing the BMC Administrators Print and
Management 7.0 Installation Remedy IT Service Management PDF
Guide applications and solutions, BMC
Remedy Service Desk solution (BMC
Remedy Incident Management and BMC
Remedy Problem Management), BMC
Remedy Change Management, and BMC
Remedy Asset Management.
BMC Remedy Asset Help for using BMC Remedy Asset Everyone Product
Management 7.0 Help Management. Help
BMC Remedy Asset Management Information about known issues in each Everyone Print and
7.0 Release Notes release of BMC Remedy Asset PDF
Management. Also provides a list of new
features included with the application.
14 "Preface
Configuration Guide

BMC Remedy Asset Management Procedures for using the BMC Remedy Everyone Print and
7.0 User’s Guide Asset Management application; includes PDF
new features and overview.
BMC Remedy Change Help for using BMC Remedy Change Everyone Product
Management 7.0 Help Management. Help
BMC Remedy Change Information about known issues in each Everyone Print and
Management 7.0 Release Notes release of BMC Remedy Change PDF
BMC Remedy Change Procedures for using the BMC Remedy Everyone Print and
Management 7.0 User’s Guide Change Management application; PDF
includes new features and overview.
BMC Remedy Service Desk 7.0 Information about known issues in each Everyone Print and
Release Notes release of BMC Remedy Service Desk: PDF
Incident Management and BMC Remedy
Service Desk: Problem Management.
Also provides a list of new features
included with the application.
BMC Remedy Service Desk: Help for using BMC Remedy Incident Everyone Product
Incident Management 7.0 Help Management. Help
BMC Remedy Service Desk: Procedures for using the BMC Remedy Everyone Print and
Incident Management 7.0 User’s Service Desk: Incident Management PDF
Guide application; includes new features and
overview.
BMC Remedy Service Desk: Help for using BMC Remedy Problem Everyone Product
Problem Management 7.0 Help Management. Help
BMC Remedy Service Desk: Procedures for using the BMC Remedy Everyone Print and
Problem Management 7.0 User’s Service Desk: Problem Management PDF
Guide application; includes new features and
overview.
BMC Service Level Management Procedures for configuring the BMC Administrators Print and
7.0 Configuration Guide Service Level Management application. PDF
BMC Service Level Management Help for configuring the BMC Service Administrators Product
7.0 Configuration Help Level Management application. Help
BMC Service Level Management Procedures for installing the BMC Administrators Print and
7.0 Installation Guide Service Level Management application. PDF
BMC Remedy IT Service Management documents ! 15


BMC Service Level Management Information about known issues in each Everyone PDF
7.0 Release Notes release of BMC Service Level
BMC Service Level Management Help for using the BMC Service Level Everyone Product
7.0 User Help Management application. Help
BMC Service Level Management Procedures for using the BMC Service Everyone Print and
7.0 User's Guide Level Management application; includes PDF
new features and overview.
BMC Remedy 7.0 Task Procedures to configure Task Administrators Print and
Management Administrator’s Management. PDF
Guide
Note: This guide also includes steps to
configure seamless authentication
between BMC Remedy Change
Management and the other
components of BMC Remedy Change
and Configuration Management
(CCM).
16 "Preface
Chapter
1 Introducing BMC Remedy IT

Service Management
This section provides an overview of BMC Remedy IT Service Management

(ITSM), which includes application architecture, application configuration,
and information about internationalization and localization.
The following topics are provided:
! ITSM overview (page 18)
! Configuring ITSM (page 20)
! Customizing the applications (page 21)
! Workflow definitions in ITSM (page 22)
! Internationalization and localization (page 23)
Introducing BMC Remedy IT Service Management ! 17

ITSM overview
The BMC Remedy IT Service Management (ITSM) applications help you
organize and manage the varied assets and activities of your IT organization.
The ITSM suite consists of five applications:
! BMC® Remedy® Service Desk, which includes BMC® Remedy® Incident
Management and BMC® Remedy® Problem Management—For more
information, see the BMC Remedy Service Desk: Incident Management 7.0
User’s Guide and BMC Remedy Service Desk: Problem Management 7.0
User’s Guide.
! BMC® Remedy® Asset Management—For more information, see the
BMC Remedy Asset Management 7.0 User’s Guide.
! BMC® Remedy® Change Management—For more information, see the
BMC Remedy Change Management 7.0 User’s Guide.
! BMC® Service Level Management (SLM)—For more information, see the
BMC Service Level Management 7.0 User’s Guide.
Note: For information about configuring the BMC Service Level

Management application, see the BMC Service Level Management 7.0
Configuration Guide.
18 "Chapter 1—Introducing BMC Remedy IT Service Management

Configuration Guide
ITSM architecture
The relationships among the database, AR System Server, BMC Atrium
CMDB, shared application components, and the ITSM applications are as
follows:
Asset Change Incident Problem Service Level

Management Management Management Management Management
7.0 7.0 7.0 7.0 7.0
Task Management
System
Asset Inventory module
BMC Atrium CMDB
AR System Server (version 7.0 or higher)
Database
ITSM applications
Shared application components
ITSM overview ! 19
The relationships among the database, AR System Server, Approval Server,

Assignment Engine, and the ITSM applications are as follows:
Asset Change Incident Problem Service Level

Management Management Management Management Management
7.0 7.0 7.0 7.0 7.0
Task Management
System
Approval Assignment
Server Engine
AR System Server (version 7.0 or higher)
Database
ITSM applications
AR System and shared application components
Configuring ITSM
As the application administrator, you configure ITSM applications to
contain custom entries about the various people, groups, skills,
responsibilities, and geographic locations associated with your organization.

Configuration Guide
Configuration prerequisites
Before you begin configuring the applications, verify that the following
configuration prerequisites are met:
! You must have an AR System write license (either fixed or floating) and an
application license to create or modify entries in the Application
Administration Console.
! You must have a basic knowledge of AR System administration tasks.
Customizing the applications

ITSM applications are built on the AR System. This enables experienced
administrators, workflow developers, and consultants to extend and
customize the behavior of the applications to meet the changing needs of
your organization and to integrate them with other applications. BMC
Remedy offers courses for beginners through advanced workflow developers.
For more information, visit BMC Remedy education at:
http://www.remedy.com/solutions/services/education/
BMC Remedy Service Desk is shipped with predefined processes and rules
that support the business model described in this guide and the BMC Remedy
Incident Management User’s Guide and BMC Remedy Problem Management
User’s Guide.
BMC Remedy Asset Management and BMC Remedy Change Management
are shipped with predefined approval processes and rules that support the
business model described in this guide, the BMC Remedy Asset Management
User’s Guide, and the BMC Remedy Change Management User’s Guide. If you
want to extend the functionality of the applications, the BMC Remedy
Approval Server forms enable advanced users to define custom rules and
processes.
You can use the BMC Remedy Asset Management application as shipped, or
you can customize it to meet your needs. Typical customization work
includes adding AR System filters and active links to enhance workflow. If
you customize Asset Management, you might also need to extend BMC
Atrium CMDB.
For information about extending the functionality of the applications, access
the Customer Support website at:
http://supportweb.remedy.com/
Customizing the applications ! 21

Workflow definitions in ITSM

Additional technical documentation for ITSM is available on the Customer
Support website. For example, ITSM contains numerous menus, filters,
active links, and table fields that can be customized to meet your
organization’s needs. The Customer Support website provides documents
that will assist you in modifying the ITSM application.
You can access the Customer Support website at:
Field lists
Many character fields provide lists from which users can select options rather
than entering data manually. These lists enable users to make selections
conveniently, and help to make sure data is consistent. ITSM uses
configurable menus to provide the following benefits:
! Simplified presentation of options within any application form
! Multi-tiered categorizations for classifying incidents, problems, changes,
and assets
! Convenient access to predefined reports
For information about configuring lists, see the BMC Remedy Action Request
System 7.0 Form and Application Objects guide.
Filters
A filter is a mechanism that causes a set of actions to occur when specific
conditions are met. Filters can also be used to establish rules for valid data
entry. For example, if certain fields need to be filled in before a request can
be submitted, a filter can activate a message indicating which fields need to
be filled in.
For more information about filters, see the BMC Remedy Action Request

Configuration Guide
Active links
ITSM uses predefined active links to retrieve and update information.
For more information about active links, see the BMC Remedy Action Request
Escalations
An escalation is a mechanism for checking a set of conditions on a regular
basis and performing one or more actions when those conditions are met.
For more information about escalations, see the BMC Remedy Action Request
Table fields
Table fields enable users to view specific fields and requests from another
(supporting) form or from the original form in a spreadsheet format. Each
column title in the table field represents a field from the supporting form,
and each row represents an entry from the supporting form. If new entries
are made to the supporting form, the user will see them when the table is
refreshed.
For more information about table fields, see the BMC Remedy Action Request
Internationalization and localization

ITSM is built on AR System, which is a fully internationalized environment.
This environment includes internal support for different character sets and a
full suite of features that enable administrators to produce localized
applications. In addition, there is support for a locale model where users can
specify their language and formatting preferences to have the application
delivered in the style that is the most useful to them. This includes being able
to deliver to different users, simultaneously, the same application in multiple
languages with different formatting.
Note: Information in this guide about localization applies only if your

version of the application has been localized.
Internationalization and localization ! 23

Data language and display language

If all your users work and communicate using a single language, then the data
language and display language that they use are the same. However, if you
have users in different locations using the same server (for example, users in
England, France, and Germany), then you will need to pick a common data
language in which the users will enter and search for data. Typically, this data
language is the most common across all of your user locales.
You can choose only one data language for each application installation, and
this is selected during application installation. This requirement guarantees
that users in France can find requests created in Germany or England because
they are working with data in their common language.

Chapter
2 Application Administration
Console
This section provides an overview of the ITSM Application Administration

Console. You use the Application Administration Console to configure the
ITSM applications you have installed.
! Introducing the Application Administration Console (page 26)
! Opening the Application Administration Console (page 27)
! Defining an application administrator (page 29)
! Password reset (page 32)
Application Administration Console ! 25

Introducing the Application Administration Console

You configure the ITSM applications using the Application Administration
Console. In the console, you see only common items and items for the ITSM
applications you have installed. The configuration forms are available only to
AR System administrators and ITSM application administrators.
Important: Always open forms from the console. If you open the forms
directly from the object list in BMC Remedy User, you might not see all
the information you need, or you might experience unexpected results.
The Application Administration Console has two tabs for Standard

Configuration and Custom Configuration. The Standard Configuration tab
lists seven steps that walk you through the process of configuring your
organization’s information.
Figure 2-1: Application Administration Console—Standard Configuration tab
26 "Chapter 2—Application Administration Console

Configuration Guide
The Custom Configuration tab provides access to all ITSM configuration

forms. Use the forms accessed from this tab to go beyond the standard
configuration.
Figure 2-2: Application Administration Console—Custom Configuration tab
For information about ITSM configuration, see “Standard configuration” on

page 35 and “Custom configuration” on page 67.
Opening the Application Administration Console

You can open the Application Administration Console from BMC Remedy
User or from a browser. If you installed the Application Administration
Console shortcut on your desktop, you can also click the icon to open it. For
information about installing shortcuts to ITSM applications, see the BMC
Remedy IT Service Management 7.0 Installation Guide.
Opening the Application Administration Console ! 27

" To open the Application Administration Console from BMC Remedy

User
1 Choose Start > Programs > Action Request System > BMC Remedy User.
The Login dialog box appears.
a In the User Name field, enter the application administrator user name.
b In the Password field, enter in the corresponding application
administrator password.
c In the Preference Server field, specify the name of the preference server if
you are using AR System centralized preferences.
Note: For information about creating an application administrator, see

“Defining an application administrator” on page 29.
2 Click OK.
The IT Home page opens automatically. If it does not, perform these steps in
BMC Remedy User:
a Choose Tools > Options.
b In the Options dialog box, click the Home Page tab.
c Select the check box to open the home page automatically.
3 On the IT Home page, click the Application Administration Console link.
The Application Administration Console appears.
" To open the Application Administration Console from a browser

1 Type the following URL into your browser:
http://<web_server>:<port>/arsys/forms/<arsystem_server>/Home Page
where:
<web_server> is the fully qualified name of the BMC Remedy Mid Tier
system, specified in the format server_name.company.com.
<port> is an optional port number, which is needed if the web server is not
on the default port (port 80).

Configuration Guide
<arsystem_server> is the name of the AR System server that contains the

application.
Note: If the mid tier and the application are on the same system, the
AR System server name can be omitted.
2 In the User Name and Password fields of the Welcome page, enter your user
name and password.
3 Click Login.
The IT Home page opens in the browser.
The Application Administration Console appears.
For a list of supported browsers, see the compatibility matrix at:

http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp
Or, from the Support Web home page, click the Compatibility Matrix
shortcut link.
Defining an application administrator

The application administrator is typically the person responsible for
configuring the ITSM applications. ITSM is installed with a default
application administrator, which you can use to start configuring the
applications. For information about the default application administrator,
see the ITSM Configuration Quick Start reference card.
You can assign application administration permissions to an existing user
account, or create a new user account and assign application administration
permissions.
For detailed information about AR System users, see the BMC Remedy Action
Request System 7.0 Form and Application Objects guide.
The following procedure describes the minimum number of entries you need
to make to enable the application administrator to configure the
applications. You should modify the application administrator entry created
here by adding information when you are configuring your users, as
described in “People information” on page 134.
Defining an application administrator ! 29

Important: Always configure people by opening the ITSM People form from
the Application Administration Console. Information you add or modify
on the ITSM People form is automatically updated to the AR System User
form, but information updated on the User form is not updated to the
People form.
" To define the application administrator
Note: The application administrator must have an AR System license. You

can log on as appadmin to define the application administrator.
1 Open the Application Administration Console, as described in “Opening the

Application Administration Console” on page 27.
2 From the Standard Configuration tab, select the appropriate company.
3 If this person already has been added as user, or to determine whether this
person has already been added as a user, complete the following tasks.
a Click the View link next to Step 4 People.
The People form appears.
b Search for the user to add as an application administrator, as described in
“Searching for information” on page 81.
c Select the person to define as an application administrator.
Information for the selected user appears in the People form.
4 If this person has not yet been added as a user, complete the information for
this person, as described in “Creating people information” on page 43, then
continue with the next step in this procedure.
5 Click the Login/Access Details tab.
a In the Unrestricted Access field, select Yes.
b In the Application Permission area, click Update Permission Groups. The
Permission Group dialog box appears.
c In the Permission Group field, select each appropriate permission group
to add.

Configuration Guide
d Select a license type if licensing applies to that permission group.
Important: The license is optional for the Asset Config and Cost Manager
permission groups. For the Asset Admin and Asset User permission
groups, a license is optional to create and modify configuration items, but
is required to access additional Asset Management functionality.
e Click Add/Modify for each permission group.
Application Permission group

All AR System > Administrator
All Foundation > Config
Categorization Admin
All Foundation > Config Group
Mapping Admin
All Foundation > Contact Location
Admin
All Foundation > Contact
Organization Admin
All Foundation > Licensing
All Foundation > Notification Admin
Asset Management and Change Management Foundation > Approval Admin
using Approval Server
All Financial > Cost Manager
Asset Management Asset > Asset Config
Change Management Change > Infrastructure Change
Config
Change Management, Incident Management Request > Requester Console
Config
Change Management, Incident Management, Task > Task Application Config
Problem Management
Change Management, Incident Management, Task > Task Process Config
Problem Management
Incident Management Incident > Incident Config
Defining an application administrator ! 31

Application Permission group

Problem Management Problem > Problem Config
SLM SLM > SLM Config
For more information about permissions, see “Permissions” on page 102.

6 Click Close.
The application administrator’s information is stored in the AR System User
form and ITSM People form.
Password reset
You can reset passwords for people with login IDs.
" To change a user’s password

1 From the Application Administration Console, click the Custom
Configuration tab.

Configuration Guide
2 From the Application Settings list, choose Foundation > People > Reset
Password, then click Open.
The Password Reset form appears.
Figure 2-3: Password Reset form
3 Enter the Login ID of the support contact whose password you are changing,
then press ENTER.
The Support Contact’s information appears.
4 Type the new password.
5 Click OK.
6 At the confirmation prompt, type the password again, then press ENTER.
Password reset ! 33

Chapter
3 Standard configuration
This section describes the Standard Configuration tab of the Application

Administration Console. You use the Standard Configuration tab to perform
the standard configuration steps to configure your organization’s
information.
! Working with the Standard Configuration tab (page 36)
! Creating a new company (page 38)
! Creating organizations (page 39)
! Creating locations (page 40)
! Creating support groups (page 42)
! Creating people information (page 43)
! Creating product categories (page 56)
! Creating operational categories (page 59)
! Creating assignment routing (page 60)
! Viewing and modifying standard configuration data (page 62)
Standard configuration ! 35
Working with the Standard Configuration tab

The Standard Configuration tab walks you through the standard process of
configuring your organization’s information.
If you are performing custom configuration, you can start by performing
standard configuration on this tab. If you have an administrative account,
you can perform all of the configuration on this tab; if your account is
missing a required permission (such as the Config Categorization Admin
permission to configure operational categories), you are prompted whether
to grant yourself the required permission.
After you finish, you can:
! View and modify standard configuration data, as described in “Viewing
and modifying standard configuration data” on page 62.
! Continue to perform custom configuration, as described in “Working
with the Custom Configuration tab” on page 68.
" To perform standard configuration, using the Standard

Configuration tab
The console opens to the Standard Configuration tab. The Configuration for
Company field displays the company currently selected for configuration.
The ITSM installation includes data for My Company, as described in the
ITSM Configuration Quick Start reference card.
Check marks appear next to each step for which standard configuration has
been performed. The instructions at the bottom of the screen list the next
step, along with a description of that step.
Note: The instructions on the bottom of the screen apply to the currently
selected company. If you are about to configure a different company, these
instructions do not apply to you.
36 "Chapter 3—Standard configuration

Configuration Guide
Figure 3-1: Standard Configuration tab
This check mark indicates

that company and Click the Create link to
organization are configured. add departments to the
company.
Click Next Step to open

the Location dialog box.
2 You can continue to configure My Company, or you can create a new

company. To create a new company, follow the procedure described in
“Creating a new company” on page 38.
Tip: If you create a new company, but do not complete standard

configuration, you can return to this procedure. Select the company you
are configuring, and then continue.
3 To complete the next step of standard configuration, click Next Step.

The dialog box for the next step of configuration appears.
Important: Complete steps in sequence. If you skip a step, you might not be
able to complete a subsequent step. For example, you cannot create a
people record for support staff unless a support group has been created.
Working with the Standard Configuration tab ! 37

4 You can also perform the following actions:

! To create additional configuration records for a step, click the appropriate
Create link. For example, to create additional departments for the
company, click the Create link next to Company and Organization.
! To modify or further customize an existing configuration record, click the
appropriate View link.
Creating a new company

The ITSM installation includes data for My Company, as described in the
ITSM Configuration Quick Start reference card.
If your organization is not using My Company, the Company dialog box is
the first dialog box that you must complete to build an information database.
You can also use the Company dialog box to create additional companies.
You can create the following types of companies from this dialog box:
! Customer—This company is an external company for which you provide
services.
! Operating Company—This company is an internal company or business
unit for which you provide services.
Both operating companies and customer companies can be used to segregate
data defined within other data structures. For example, if a product category
is related only to Company A, then it shows up for Company A, but not
Company B on the Incident form and other forms in the applications.
You can create a third type of company from the Product Category dialog
box:
! Manufacturer—This company manufactures a product identified in the
Product Catalog.
Additional types of companies are available for custom configuration, as
described in “Company information configuration” on page 119.

Configuration Guide
" To create a new company

1 From the Standard Configuration tab of the Application Administration
Console, click the “Click here to create and configure a new company” link.
The Company dialog box appears.
Figure 3-2: Company dialog box
2 Enter the company name in the Company field.

3 Select the Company Type.
4 Click Add.
A message appears that the company has been created. After you click OK,
the company is selected on the Standard Configuration tab of the
Application Administration Console. You can configure the company, as
described in the following sections.
Creating organizations
Organization structure is defined as Company > Organization >
Department, which represents how a company is represented from a
business perspective.
Creating organizations ! 39
" To create the company and organizations

1 From the Standard Configuration tab of the Application Administration
Console, click the Create link next to Organization.
The Organization dialog box appears.
Figure 3-3: Organization dialog box
2 Enter or select the organization.

Enter the name of the organization to create it. After you add the first
department to the organization, you can select the organization when you
add another department.
3 Enter the department.
4 Click Add.
You can continue to add organizations and departments.
5 When you are finished configuring organizations and departments for the
company, click Close.
Creating locations
The Location structure is defined as Company > Region > Site Group and
Site, which represents locations of sites. The location structure can be used in
group assignment and other mapping functions such as approvals. Sites
represent a physical location (such as a building) for a company.

Configuration Guide
" To create locations

1 On the Standard Configuration tab of the Application Administration
Console, make sure that the correct company is selected.
2 Click the Create link next to Location.
The Location dialog box appears.
Figure 3-4: Location dialog box
3 Optionally, enter or select information in the Region and Site Group fields.
You can use the Region and Site Group fields to create a location structure
with two or three levels.
! Region—Geographic areas can be divided into regions. A company can
have several regions, depending on how many sites it has and where the
sites are located. Examples of company regions are Northwest, Atlantic,
and Pacific. Creating regions under a company is done only for reporting
in ITSM.
Enter the name of a region to create it. After you add the first site group or
site to the region, you can select the region when you add another site or
site group.
Creating locations ! 41
! Site Group—Geographic areas can be subdivided into site groups, which

are collections of individual locations. A company can have any number
of site groups, depending on how many locations they have and where the
locations are located. An example of a company site group is ABC World
Headquarters.
Enter the name of the site group to create it. After you add the first site to
the site group, you can select the site group when you add another site.
4 Enter the site designation in the Site field.
5 Enter or select the site address information.
6 Click Add.
You can continue to add regions, site groups, and sites.
7 When you are finished configuring the company locations, click Close.
Creating support groups

The Support Groups structure is defined as Company > Support
Organization > Support Group, which represents how a company is
structured from a support perspective. Support groups are typically used to
assign work in ITSM applications.
" To create support groups


Configuration Guide
2 Click the Create link next to Support Group.

The Support Group dialog box appears.
Figure 3-5: Support Group dialog box
3 Enter or select information in the Support Organization and Support Group

Name fields.
Enter the name of the support organization to create it. After you add the first
support group to the organization, you can select the organization when you
add another support group.
4 Select the support group role.
The Support Group Role field describes the role that the support group has
in the organization. For example, the support group named Internal Support
might provide the Help Desk function, while another support group
provides Tier 2 support.
5 Click Add.
You can continue to add support organizations and groups.
6 When you are finished configuring support organizations and groups for the
company, click Close.
Creating people information

You can create records for both support and non-support staff. Non-support
staff members include anyone who is not a member of the IT organization,
or does not create or modify records in ITSM.
Creating people information ! 43

You must set up a login ID and password for anyone with access to ITSM,
aside from guest access. People information also includes each person’s
company, organization, business and home addresses, desk location, support
groups, and selected additional information.
This section includes the following topics:
! “Creating a people record from a template” on page 44
! “Creating non-support staff records” on page 47
! “Creating support staff records” on page 50
Because non-support staff are simpler to create, this procedure is described
before the procedure for creating support staff.
Creating a people record from a template

When you create a people record from a template, part of the record is filled
with standard information from the template. The ITSM installation
includes standard people templates, as described in the ITSM Configuration
Quick Start reference card.
" To create a people record from a template


Configuration Guide
2 Click the Create link next to People.

Figure 3-6: People form

3 Click Select Template.

The Person Template dialog box appears.
Figure 3-7: Person Template dialog box
4 Enter the person’s first name, last name, and Login ID.
5 To enter the phone number, click in the phone field and press ENTER. You
can select a Country Code for a phone number from the list or you can enter
one manually.
If you omit the phone number, it is set as unknown.
6 Optionally, enter the email address.
Note: An email address is required to receive email notifications.
7 Select the appropriate template, then click Select.

The dialog box closes. A message describes which other fields in the People
form are required, based on the template selected. The People form
reappears
8 Complete the required fields in the People form.
For additional information about the People form, see the following sections.

Configuration Guide
9 On the People form, click Add.

You can continue to add people records.
10 When you are finished adding people records, click Close.
Creating non-support staff records

You can create non-support staff records for employees, customers, and
vendors. Support staff can use these records to complete forms, such as to
indicate a customer who called the help desk to report an incident. If non-
support staff have a login ID and password, they can record their own
requests on the Request console.
" To create non-support staff records



Figure 3-8: People form completed for a customer
3 Enter the person’s first name and last name.

4 Select the client type.
Note: If you select Office-Based Employee, you must select or enter a site in
the Site field. If you select Home-Based Employee, you must enter home
information.
5 Optionally, you can select a contact type, such as Sales or Technical Support.
6 Set Support Staff to No.

Configuration Guide
7 To enter the phone number, click in the phone field and press ENTER. You
one manually.
If you omit the phone number, it is set as unknown.
9 If this person is a home-based employee, enter the home and address and
phone number.
10 In the Organization Information area, select the company and, optionally,
select the organization and department.
11 In the Location Information area, select the site.
You must select a site for employees, but it is optional for customers and
vendors.
12 To allow this person to log in to the system, perform the following steps:
a Enter a login ID and password.
People who have access to the People form can change their password.
b If this person needs access to applications, see the instructions in
“Creating support staff records” on page 50.
Non-support staff typically do not need access to applications. They can
create and modify requests from the Requester console. From the
Requester console they can only access their own records. If you grant
them access to applications and you have multiple companies, however,
you might want to restrict their access, as described in “Creating support
staff records” on page 50.
c If required, select a license type of Fixed or Floating.
d If you have the AR System full text search option, select the appropriate
Full Text License Type.
13 Click Add.

14 If you entered a login ID and password for this person, you must confirm the
password.
Creating support staff records

You can create people records with standard settings for support staff from
the Standard Configuration tab of the Application Administration Console.
If you are using templates or want to perform custom configuration,
however, complete the People form from the Custom Configuration tab, as
described in “Creating a support staff person profile” on page 141.
" To create support staff records


Configuration Guide

Figure 3-9: People form completed for support staff
When you select Yes

for Support staff, the
Support Groups tab
appears.
Except where noted, fields on this dialog box can be completed similarly for
both support staff and non-support staff.
3 Complete fields as described in “Creating non-support staff records” on
page 47 with the following exception:
! Support Staff—Select Yes.
If this person is support staff, the Support Groups tab appears. For
support staff, you must complete the Login/Access Details tab and the
Support Groups tab.

4 Give the person the appropriate ITSM application permissions.

a In the Application Permissions area, click Update Permissions Groups.
The Permission Group dialog box appears.
Figure 3-10: Permission Group dialog box
b In the Permission Group field, select a permission group to add.

For information about permissions, see “Permissions” on page 102.
d Click Add/Modify.
e Add any other needed permission groups.
f When you finish adding permission groups, click Close.

Configuration Guide
5 If you are using the Company field to restrict access to specific companies,
give the support staff person access to data within the applications by
assigning the person to specific companies. Otherwise, you must select Yes in
the Unrestricted Access field on the Login/Access Details tab of the People
form.
Important: To give an individual access to information in ITSM, you must

give the individual access to specified companies or select Yes for the
Unrestricted Access field.
To restrict access to specific companies:

a In the Access Restrictions area, click Update Access Restrictions.
The Access Restrictions dialog box appears.
Figure 3-11: Access Restrictions dialog box
b In the Access Restriction field, select a company for which to add access to
the person.
c Click Add/Modify and then Close.

6 Relate the person to at least one support group:

a Click the Support Groups tab.
Figure 3-12: People form—Support Groups tab
b Click Update Support Groups and Roles.

The Update Support Group Memberships and Roles form appears.
Figure 3-13: Update Support Group Memberships and Roles form

Configuration Guide
c In the Add Support Group Relationship area, select the Company,

Support Organization, Support Group, and Relationship Role.
The relationship roles are Member and Associate Member. These values
are informational only. Member means the person belongs to the support
group. Associate Member means that the person has access to modify
requests assigned to that support group. Click Make Associate Member or
Make Member to change the relationship role.
d Click Add.
A support person can belong to more than one support group. To select
the primary support group, select the support group, then click Set to
Default.
e To make the person unavailable for assignment such as for requests or
incidents, click Make Unavailable for each support group to which the
person is related.
7 Click the Functional Role Update tab.
Figure 3-14: Function Role Update tab

You can use this tab to assign functional roles to people within support
groups. Functional roles extend access granted by permissions groups, but
only for specific support groups that are used within ITSM. For example,
someone might be a member of two support groups but is a support group
manager for only one.
To add a functional role:
a In the Add Support Group Functional Role area, select the Company,
Support Organization, and Support Group Name.
Selections in lists for the Company, Support Organization, and Support
Group Name fields on this tab appear only if support groups have been
related to the person on the Support Group Update tab.
b Select a functional role.
For information about functional roles, see “Functional roles” on
page 117.
c Click Add.
The functional role appears in the table at the bottom of the dialog box.
You can continue to add functional roles.
8 Click Close.
9 In the People form, click Add.
10 You must confirm this person’s password.
Creating product categories

You can create product categories for use in various ITSM forms. Products
can be any items used by an organization and are usually IT-related. Products
are typically used to classify a configuration item, an incident, a problem, or
a change request.
The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 >
Product Name and Manufacturer > Model Version, which is used to
categorize different products or configuration items in BMC Atrium CMDB.

Configuration Guide
Before creating or modifying product information, it is important to

understand product relationships.
! When creating product category information, you must complete all three
tiers. The product name or manufacturer field is optional, but both are
required if either is specified. One tier can be sufficient, depending on the
item being created. If you create a product where only one tier is required,
the other two tiers can be set to None.
! Each product category can have more than one product model/version.
! Products can be associated with one or more companies.
Each product category must be unique. You might find it helpful to view
existing categories before creating new categories. For more information
about viewing categories, see “Viewing and modifying standard
configuration data” on page 62.
" To create product categories

2 Click the Create link next to Product Category.
The Product Category dialog box appears.
Figure 3-15: Product Category dialog box
Creating product categories ! 57

3 Select the configuration item (CI) type.

The CI Type field specifies the type of CI this product category is for.
4 Select or enter the Product Categorization Tiers. If you are creating a product
that requires only one tier, enter None for the other two tiers.
After you create a product category with a particular tier 1 and tier 2, you can
select those tiers when creating additional product categories. For example,
if you create a product category for Hardware > Server > Unix, you might
first enter all three categories, but when you create a product category for
Hardware > Server > Windows, you can select both Hardware and Server.
5 Optionally, you can enter or select a product name.
Enter the name of the product to create it. After you create the product
category, if this product is produced by more than one manufacturer, you
can select the product.
6 If you specify a product name, you must specify a manufacturer. Select a
manufacturer, or click New to add a manufacturer.
If you click New, the Add New Manufacturer dialog box appears. Enter a
company, select Enabled for the status, then click Save.
7 Select Enabled for the status.
Note: You can set the status to Proposed to temporarily prevent the category
from being selected from an application.
8 For the Suite Definition field, select Yes if this product is part of a suite of
related products; otherwise, select No.
9 Select whether the category is available for the company that you are
configuring, or whether it is available for all companies.
10 Click Add.
When you save the product category, it is automatically related to the Global
company. This makes the product category available on other forms, such as
the Incident form, for all operating and customer companies. The product
category is also available to all ITSM applications.
You can continue to add product categories.
11 When you are finished adding product categories, click Close.

Configuration Guide
Creating operational categories

You can create operational categories of services for use in various ITSM
forms. Operational categories list all the operational services that a typical
help desk provides, such as add user account, and change server password. It
can also contain items that represent symptoms of incidents or problems,
such as application failure and network failure.
Each operational category must be unique. You might find it helpful to view
existing categories before creating new categories. For more information
about viewing categories, see “Viewing and modifying standard
configuration data” on page 62.
" To create operational categories

2 Click the Create link next to Operational Category.
The Operational Catalog dialog box appears.
Figure 3-16: Operational Catalog dialog box
3 Select or enter an operational category.

After you create an operational category with a particular tier 1 and tier 2,
you can select those tiers when creating additional operational categories. For
example, if you create an operational category for Add > User > Account, you
might first enter all three categories, but when you create an operational
category for Add > User > Web Page, you can select both Add and User.
Creating operational categories ! 59

5 Select whether the category is available for the company that you are
configuring, or whether it is available for all companies.
6 Click Add.
When you save the operational category, it is automatically related to the
Global company. This makes the operational category available on other
forms, such as the Incident form, for all operating and customer companies.
The product category is also available to all ITSM applications.
You can continue to add operational categories.
7 When you are finished adding operational categories, click Close.
Creating assignment routing

You can configure assignment routing so that the system automatically
assigns records, such as investigations or change requests, to the appropriate
support group. When an ITSM application uses the routing order, which is a
feature of many of the main ticketing forms, it uses information from the
form that it is on to find an assignment entry, and select the support group
for assignment.

Configuration Guide
" To create assignment routing

2 Click the Create link next to Assignment.
The Assignment dialog box appears.
Figure 3-17: Assignment dialog box
3 In the Event field, select the type of assignment entry.

For example, Incident Owner is used by Incident Management to assign an
Incident Owner. For more information, see “Assignment events” on
page 238.
4 Select the support group to assign.
Creating assignment routing ! 61

5 In the Routing Order area, specify when this assignment entry should be used
for the automated assignment.
! Company—Select the location of the incident or request. If this routing
applies to all companies, select Global.
! Operational Categorization—You can route assignments by operational
services.
Note: Operational Categorization is not used in Asset Management.
! Product Categorization—You can route assignments by product

categorization.
6 Click Add.
You can continue to add assignment routings.
7 When you are finished adding assignment routings, click Close.
Viewing and modifying standard configuration data

After you perform standard configuration of ITSM, you can view the data.
When you view the data, a form appears, in which you can perform
additional custom configuration. For example, if you view support groups,
you can use the Support Group form to modify the data already entered or
add additional information, such as the business hours for a support group.
" To view or modify standard configuration data

2 Click the View link next to the standard configuration data that you want to
view or modify.
The corresponding form appears with the search results that display all
records for the selected company. If appropriate, records applicable to all
companies are also listed. For example, if you click the View link next to
Support Group, the Support Group form appears, displaying all matching
support groups, as in Figure 3-18.

Configuration Guide
The top part of the form displays the search results, and the bottom half
displays the selected record.
Figure 3-18: Support Group form displaying the company’s support groups
Viewing and modifying standard configuration data ! 63

3 Select the appropriate record.

You can view the data or make changes, as appropriate. For additional
information, see the following table.
Table 3-1: Additional information about standard configuration data
Location of View link Form Additional information

Configuration for Company form For additional information
Company about this form, see “Company
information configuration” on
page 119.
Organization People Organization You can make updates on this
Update form form, such as selecting a
different department or typing
in the new name of an
organization. After you make
the changes, click Save.
You can also make changes to
the company’s organizations
from the Organization tab of the
Company form, as described in
“Organizations” on page 130.
Location Site Company Note: You can view the locations
Relationship form for a company from this form,
but you cannot make changes.
To modify a site, click the Edit
Site button from this form. This
opens the Site form, which is
described in “Site information
configuration” on page 169.
To remove locations from a
company, see “Removing a
location from a company” on
page 127.
Support Group Support Group form For additional information
about this form, see “Support
group information

Configuration Guide
Table 3-1: Additional information about standard configuration data (continued)
Location of View link Form Additional information

People People form For additional information
about this form, see “People
information configuration” on
page 133.
Product Category Product Company Note: From this form, you are
Relationship form limited to enabling and
disabling the product
category for the company or
applications.
To modify the product category,
click the Edit Product Category
button from this form. This
opens the Product Catalog form,
which is described in “Product
catalog information” on
page 194.
Operational Category Operational Company Note: From this form, you are
Relationship form limited to enabling and
disabling the product
category for the company or
applications.
To modify the operational
category, click the Edit
Operational Category button
from this form. This opens the
Operational Catalog form,
which is described
in“Operational catalog
information” on page 204.
Assignment Routing Configure Assignment For information about this
form form, see “Group assignment”
on page 236. For additional
information about configuring
assignments, see “Assignment
4 If you make changes to the form, click Save.

5 Close the form.
Viewing and modifying standard configuration data ! 65


Chapter
4 Custom configuration
This section describes the Custom Configuration tab of the Application

Administration Console. You use the Custom Configuration tab to perform
custom configuration of ITSM applications.
Tip: If you are performing custom configuration, you can start with standard
configuration, as described in “Standard configuration” on page 35, and
then continue with custom configuration.

! Working with the Custom Configuration tab (page 68)
! Road map to performing custom configuration (page 75)
! Updating information (page 81)
! System settings (page 84)
! Approval processes configuration (page 85)
! Schema names (page 93)
! Application database sort order (page 94)
! Time zone (page 96)
! Geographic information (page 96)
! Country currency (page 98)
Custom configuration ! 67
Working with the Custom Configuration tab

The custom configuration tab provides access to all the forms that you can
use to configure ITSM.
" To work with the Custom Configuration tab

The console opens to the Standard Configuration tab.
2 Click the Custom Configuration tab.
Figure 4-1: Application Administration Console—Custom Configuration tab
For information about ITSM configuration, see the following sections.
68 "Chapter 4—Custom configuration

Configuration Guide
Asset Management
If Asset Management is installed, the following configuration links are
available under the Asset Management heading:
! Advanced Options—See “Asset Management configuration” on page 247.
! Asset Management Settings—See “Asset Management settings” on
page 250.
! Bulk CI Reorder Level and Lead Time Specification—See “Bulk CI
Reorder Level and Lead Time Specification” on page 253.
! CI Deletion—See “CI Deletion” on page 255.
! CI Depreciation Criteria—See “CI Depreciation Criteria” on page 256.
! CI Notifications—See “CI Notifications” on page 258.
! CI Unavailability Status—See “CI Unavailability Status” on page 261.
! Configure License Management—See “Configure License
Management” on page 262.
! Rules—See “Rules” on page 248.
! Sync Asset UI with CMDB—See “Sync Asset UI with CMDB” on
page 265.
! Unavailability Priority—See“Unavailability Priority” on page 267.
! Approval
! Approval Process for CI Configurations—See “Approval Process for
CI Configurations” on page 268.
! CMDB Class Manager Console
! CMDB Class Manager Console—See the BMC Atrium CMDB 2.0
Installation and Configuration Guide.
! Reconciliation Engine
! Asset Reconciliation Configuration Console—See the BMC Atrium
CMDB 2.0 Installation and Configuration Guide.
Working with the Custom Configuration tab ! 69

BMC Configuration Management

If Change Management is installed, the following configuration link is
available under the BMC Configuration Management heading:
! Integration
! Application Configuration—Used for integrations with other
applications. For more information, see the BMC Remedy Task
Management 7.0 Administrator’s Guide.
Change Management
If Change Management is installed, the following configuration links are
available under the Change Management heading:
! Advanced Options
! Change Calendar—See “Change risk selection” on page 278.
! Change Prioritization—See “Change prioritization” on page 302.
! Rules—See “Configuring change rules” on page 304.
! Approval
! Approval Mappings—See “Approver mappings—configuring
approvers” on page 272.
! Risk Factors
! Change Risk Selection—See “Change risk selection” on page 278.
! Template
! Template—See “Change templates” on page 284.
Foundation
The following configuration links are available under the Foundation
heading:
! Advanced Options
! Approval Process Configuration—See “Approval processes
! Command Automation Interface - Define Command Parameters—
See “Define command parameters” on page 379.

Configuration Guide
! Command Automation Interface - Application Registry—See

“Application registry” on page 376.
! System Configuration Settings - Application Database Sort Order—
See “Application database sort order” on page 94.
! System Configuration Settings - Schema Names—See “Schema
names” on page 93.
! System Configuration Settings - System Settings—See “System
settings” on page 84.
! Business Time Segments
! Time Segments—Registering time segments works like a calendaring
system. If you schedule a meeting in a certain conference room, nobody
else can reserve the conference room at the same time. Similarly, you
can block out time segments around business events (like company
holidays), categorization, or CIs. For example, an available time
segment could specify that a CI is available for use, while an unavailable
time segment could be used to represent a scheduled or planned
maintenance window. For more information, see the BMC Remedy
Action Request System 7.0 Configuring guide.
! Charge Back
! Chargeback Periods—See “Charge-back time periods” on page 232.
! Configure Assignment
! Configure Application Assignment—See “Assignment configuration”
on page 235.
! Costing
! Cost Category—See “Cost categorization” on page 218.
! Cost Center—See “Cost centers” on page 221.
! Cost Rate Template—See “Cost rate” on page 228.
! Finance Rules—See “Finance rules” on page 226.
! Notification Engine
! Country Code Option—See “Country code option” on page 242.
! Numeric Pager Prefix—See “Numeric pager prefix” on page 243.
! Pager Service—See “Pager service” on page 244.

! Organizational Structures
! Companies and Organizations—See “Company information
! Country Currency—See “Country currency” on page 98.
! Geography Cities—See “Geographic information” on page 96.
! Geography Country—See “Geographic information” on page 96.
! Geography State/Prov—See “Geographic information” on page 96.
! Sites—See “Site information configuration” on page 169.
! Support Groups—See “Support group information configuration” on
page 177.
! Time zone—See “Time zone” on page 96.
! People
! People—See “People information configuration” on page 133.
! Reset Password—See “Password reset” on page 32.
! Template—See “Creating a people template” on page 149.
! Products/Operational Catalogs
! Catalog Mappings—See “Product catalog information” on page 194.
! Generic Catalog Structures—See “Generic catalog information” on
page 209.
! Operational Catalog—See “Operational catalog information” on
page 204.
! Product Catalog—See “Product catalog information” on page 194.
! Product Catalog Alias Mapping—See “Product catalog alias mapping”
on page 214.
! Trusted Datasets for Product Catalog—See “Trusted datasets for
product catalog” on page 215

Configuration Guide
Incident Management
If Incident Management is installed, the following configuration links are
available under the Incident Management heading:
! Advanced Options
! Priority and Weight Ranges - Impact Values—See “Impact values” on
page 342.
! Priority and Weight Ranges - Prioritization—See “Prioritization” on
page 347.
! Priority and Weight Ranges - Urgency Values—See “Urgency values”
on page 343.
! Priority and Weight Ranges - Weight Ranges—See “Weight ranges” on
page 345.
! Work Info Inbound and Outbound Communications—See
“Configure work info” on page 349.
! Decision tree configurations
! Decision Tree—See “Decision tree configuration” on page 312.
! Script Configuration
! Script Database—See “Creating scripts” on page 316 and “Mapping
scripts” on page 319.
! Template
! Template—See “Incident Management templates” on page 326.
Problem Management
If Problem Management is installed, the following configuration links are
available under the Problem Management heading:
! Advanced Options
! Priority and Weight Ranges - Impact Values—See “Problem
management impact” on page 354.
! Priority and Weight Ranges - Prioritization—See “Problem
prioritization” on page 359.

! Priority and Weight Ranges - Urgency Values—See “Problem

urgency” on page 356.
! Priority and Weight Ranges - Weight Ranges—See “Problem priority
weight ranges” on page 357.
Requester Console
The following configuration links are available under the Requester Console
heading:
! Configuration
! Application Settings—See “Configuring application settings” on
page 365.
! Summary Definition—See “Configuring summary definitions” on
page 368.
! Survey Configuration—See “Configuring surveys” on page 371.
! Requester Console Options
! Rules—See “Configuring request rules” on page 373.
Service Level Management

For information about configuring SLM, see the BMC Service Level
Management 7.0 Configuration Guide.
Task Management System

For information about configuring the Task Management System, see the
BMC Remedy Task Management 7.0 Administrator’s Guide.

Configuration Guide
Road map to performing custom configuration

This section provides an overview of ITSM configuration functions,
including a reference of configuration functions listed in the recommended
configuration sequence.
! Configuration functions (page 75)
! Configuration sequence (page 76)
Configuration functions
The organizational structure model in ITSM consists of two distinct
structures. The first is geared to the line-of-business (LOB) organization
within a company. This organizational structure consists of a three-tiered
data model, with Company as the first tier, Organization as the second tier,
and Department as the third tier.
Note: In the organizational structure, only the Company is required.
The second structure is geared to the IT organizational structure within a

company or support organization (this structure might not necessarily
reflect the structure as defined within a company). This organizational
structure consists of a three-tiered data model with Company as the first tier,
Support Organization as the second tier, and Support Group as the third tier.
The Company or tier one field is the same field used within both
organizational structures.
Note: In the support structure, only the Company, Support Organization,

and Support Group are required.
In all types of organizations, Product and Operational Categorization

structures can be used to map a Company to a categorization structure for
selection from categorization fields in the ITSM applications. For more
information, see “Product catalog information” on page 194.
Road map to performing custom configuration ! 75

Depending on your organizational needs, you must set up the following base
data structures before using the ITSM applications:
! Organizations ! Operational categorization
! Locations ! Product categorization
! Support groups
Note: Before the applications can be used, you must also define people
permissions and functional roles.
Configuration sequence
The following table provides a reference of configuration functions listed in
the recommended configuration sequence. The data creation order is
especially crucial when you create relationships among information in
different forms. The table also lists dependencies for importing information.
Order Configuration function Required or Required Notes

optional permission
1 Organizational Required Contact You must enter or import company
Structures > Companies Location Admin information first because
and Organizations (to create sitecompanies with a type of Operating
See “Company information) Company or Customer are used as
information” on and Contact selection list items in other forms.
page 120. Organization For example, if products are related
Admin (to to a specified company, only those
create company products are available when the
and support company is selected.
group You must enter the required
information) company information and save the
entry before adding additional
information.

Configuration Guide

optional permission
2 Organizational Optional Contact
Structures > Companies Location Admin
and Organizations > (to create site
People Organizations information)
See “Organizations” on OR Contact
page 130. Organization
Admin (to
create company
and support
group
information)
3 Organizational Required Contact Support groups are required for
Structures > Support Organization assignment.
Groups Admin
See “Support groups” on
page 132.
4 Country Optional Contact Country information is supplied
See “Geographic Location with ITSM.
information” on page 96. Admin
5 State/Province Optional Contact

See “Geographic Location
6 City Optional Contact Specify None for cities in countries

See “Geographic Location that do not have states or provinces.
7 Foundation > Required Time zone information is supplied

Organizational with ITSM.
Structures > Time zone
See “Time zone” on
page 96.
8 Location: Optional Contact Sites are required to create a People
Organizational Location record with certain client types.
Structures > Sites Admin
See “Organizations” on
page 130.


optional permission
9 Location: Optional Contact You must relate a site to a company
Organizational Location before you can use it in ITSM.
Structures > Sites > Admin The company, region, and site
Company Relationships groups must be entered or imported
See “Company before a site can be related to a
relationships” on company.
page 172.
10 People > CIs Optional Contact
See “People information” Organization
on page 134 and Admin
“Relating CIs to people” OR Contact
on page 156. People Admin
OR Contact
People User
OR Contact
Support Admin
11 People > Support Groups Required Contact Only support staff members can be
See “Support groups” on Organization related to support groups (the
page 132. Admin Support Staff field must be set to
OR Contact Yes).
Support Admin
12 People > Support Groups Optional Contact Support group functional roles are
> Support Group Organization used as sub-permissions.
Functional Roles Admin Only support staff members can be
See “Creating a support OR Contact assigned functional roles.
staff person profile” on Support Admin
page 141. OR Assignee

Configuration Guide

optional permission
13 People > Notifications Optional Contact Predefined system defaults are
See “Notifications” on Organization supplied for notification
page 160. Admin preferences.
OR Contact Only support staff members can
People Admin have user-defined notification
OR Contact preferences.
People HR Note: You can modify only your
Admin own notification preferences.
OR Contact
The support group and people with
People User
a login must be entered or imported
OR Contact before additional notification
Support preferences can be entered.
Admin
14 People > Login/Access Required Contact You must have an available
Details Organization AR System Fixed or Floating license
See “Login/Access Admin before you can assign a matching
Details” on page 164. OR Contact ITSM application license.
Support Admin Also provides an informational list
of the IDs the person has for all
systems the person accesses.
15 People > Login/Access Required Contact Used to relate people to permission
Details > Application Organization groups and specify data access
Permission Admin restrictions by company.
See “Creating a support OR Contact
staff person profile” on Support Admin
page 141.
16 People > Login/Access Optional Contact Information about the Login/Access
Details > Access Organization tab of the People form is
Restrictions Admin automatically updated to the
See “Creating a support OR Contact AR System User form. Do not enter
staff person profile” on People Admin information directly into the User
page 141. form.
OR Contact
People HR
Admin
OR Contact
People User
OR Contact
Support Admin


optional permission
17 People > Attributes Optional Contact
See “Adding people Organization
attributes” on page 155. Admin
OR Contact
People Admin
OR Contact
People User
OR Contact
Support Admin
18 Configure Assignment > Optional Config Group People organization, site to
Configure Assignment Mapping company relationships, product to
See “Assignment Admin company relationships, and
configuration” on operational catalog information
page 235. must be entered or imported before
assignment can be configured.
19 Products/Operational Optional Config Used to create and maintain a
Catalogs > Product Categorization database of products that can be
Catalog Admin used by a company.
See “Product catalog OR Config
information” on Categorization
page 194. User
20 Products/Operational Optional Config A product alias is created
Catalogs > Product Categorization automatically when a product is
Catalog > Products > Admin created.
Product Alias OR Config
See “Product aliases” on Categorization
page 199. User
21 Products/Operational Optional Config
Catalogs > Product Categorization
Catalog > Model/ Admin
Version. OR Config
See “Product Model/ Categorization
Version” on page 199. User

Configuration Guide

optional permission
22 Products/Operational Optional Config
Catalogs > Product Categorization
Catalog > Model/Version Admin
See “Modifying product OR Config
page 201. User
23 Products/Operational Optional Config Operational categorization
Catalogs > Operational Categorization information is used for assignment
Catalog Admin mappings and categorizing
See “Operational catalog OR Config incidents, problems, changes, and
information” on Categorization so on for reporting.
page 204. User
24 Products/Operational Optional Config Generic catalog information must
Catalogs > Generic Categorization be related to a company to be
Catalog Structures Admin available on ITSM forms.
See “Generic catalog OR Config
page 209. User
Updating information
The following sections describe updating information, which involves
searching for the information to update, then modifying or deleting it.
Searching for information

Searching for information is similar in different configuration forms. The
first step in updating information is searching to locate the information to
update. The following procedures use the ITSM Company form as an
example.
" To start a search

1 Open the form to search, such as the Company form.
To open the Company form, for example, from the Custom Configuration
tab of the Application Administration Console choose Foundation >
Organizational Structures > Companies and Organizations, then click Open.
Updating information ! 81
2 The form appears in New mode.

To change to Search mode, click the New Search toolbar icon on BMC
Remedy User, or the Search button on the form in a browser.
3 Enter the search criteria.
! You can search using one or more letters for a broad selection, or you can
search for a specific set of parameters. For example, on the Company form
you can search using the Company name, Type, and Status.
! You can also select a value in a search field.
4 After entering the parameters for your query, click Search.
For example, to search for ABC Company, select or enter ABC Company,
then click Search.
Figure 4-2: Searching for a company

Configuration Guide
Figure 4-3: Results list from a company search
Modifying information
Modifying information is similar in different configuration forms. The
following example explains modifying information, using the Company
form as an example.
" To modify information

1 Open the form that contains the information to modify.
2 Search for the information to modify, such as a company.
For more information about searching, see “Searching for information” on
page 81.
3 Select the item to modify from the search results list.
The information for the selected entry, such as a company, appears in the
form.
4 Make the modifications, then click Save.
Deleting information
Deleting information is similar in different configuration forms. The
following example explains deleting information, using the Company form
as an example.
Updating information ! 83
" To delete information

1 Open the form that contains the information to delete.
2 Search for the information to delete, such as a company.
For more information about searching, see “Searching for information” on
page 81.
3 Select the item to delete from the search results list.
The information for the selected entry, such as a company, appears in the
form.
4 If required on the form you are updating, select Delete for the Status and click
Save. On the Company form, for example, the Status options are on the lower
right corner of the form.
5 To delete the information, choose Actions > Delete in BMC Remedy User, or
click the Delete button below the results list in a browser.
To delete information, you must be a member of the Administrator
permission group.
WARNING: The information is permanently deleted.
System settings
This function is used to configure general and AR System settings.
" To modify system settings

Configuration tab.

Configuration Guide
2 From the Application Settings list, choose Foundation > Advanced Options
> System Configuration Settings - System Settings, then click Open.
The System Settings form appears.
Figure 4-4: System Settings form
3 To specify a default company for Company fields in ITSM, select Single-

Tenancy in the Tenancy Mode field, then select the company to make the
default.
4 Make any other changes, then click Save.
Important: To give individuals access to information in ITSM, you must give

them access to specified companies or select Yes for the Unrestricted
Access field on the Login/Access Details of the People form. For more
information, see “Creating a non-support person profile” on page 135 or
“Creating a support staff person profile” on page 141.
Approval processes configuration

The approval process is used by Asset Management for purchase requisitions,
and by Change Management for change requests.
When you install Asset Management, an ad hoc approval process is mapped
for you by default.
Approval processes configuration ! 85

When you install Change Management, “best practice” approval processes

are already mapped for you by default. These global mappings define which
state occurs next if an approval is approved or rejected, or if no approvers are
defined. For example, one of the predefined global processes specifies the
possible states that occur next when a change request begins in the Request
for Authorization state.
! If the change is approved, it moves into the Request for Change state.
! If the change is rejected, it moves into the Rejected state.
! If there are no approvers, it moves into the Request for Change state.
The Change Management application defines seven default approval
processes. Most companies should not have to define additional approval
mappings. However, you can use the Approval Process Configuration form
to create additional approval mappings for your company, for example, if
you need to create a process that bypasses the normal approval process for
emergency change requests. (For more information, see “Bypassing the
approval process for emergency changes” on page 91.)
Do not modify the pre-defined mappings. If you need additional processes,
create new mappings. If you create customized mappings, remember that
these take precedence over the global mappings. For example, the global
mapping for the Request for Change state specifies that, if the change is
approved, it moves into the Planning in Progress state. But based on your
company’s particular needs, you might decide the change should move into
the Scheduled state instead. As a result, when a change is approved, the
approval engine first evaluates any customized mappings you created. If
there are none, the approval engine then uses the global mappings.
" To configure approval processes

Configuration tab.

Configuration Guide
2 From the Application Settings list, choose Foundation > Advanced Options>
Approval Process Configuration, then click Open.
The Approval Process Configuration form appears.
Figure 4-5: Approval Process Configuration—Approval Process tab
3 In the Form Name field, select the form to configure a process for.
The listed forms, for example, CHG:Infrastructure Change, are used to set up
the categorization or cost for the approval firing condition. Depending on
which ITSM applications are installed on your system, different forms are
available in the list.
4 Select a company to create the approval processes for.
The Company field lets you control access within Change Management. You
can create a process flow for ABC Company and a completely different flow
for XYZ Company. If you select Global, the approval process applies to all
companies.
5 Enter the following information in the Approval Process tab:
a Select the phase name that identifies the mapping of approval process to
the company.

b Select the process name that was created in the approval engine.
Selecting a process automatically fills the Process Type field. Change
Management uses the following approval process types:
! Ad Hoc—Lets you define additional approval processes that take into
account organization-specific business rules that are beyond the scope
of the predefined processes included in the Asset Management or
Change Management application. An Ad Hoc process gives routing
authority to each approver without requiring the administrator to set
permissions for every individual or role.
! Level—Associates individual approvers, or groups of approvers, with
specific operational and product categorizations, and also with a level
number. The level number defines the routing sequence within the
approval hierarchy.
! Change Management Chain—Uses the Requester For’s manager as the
approver. For example, if Joe in your shipping department wanted to
upgrade the operating system on his computer and created a change
request that required the Change Management Chain approval process,
it would be sent to Joe’s manager for approval. Joe’s manager is not
likely to be a member of the IT organization, and therefore might not
be aware of additional issues surrounding Joe’s request. This process is
workflow-driven, triggered from the manager data stored in the People
form.
If you select the Change Management Chain process, the Max Approval
Levels field appears in the Approval Process Configuration form. You
can specify how deep you want to go in the management chain. For
example, if you enter 1, the chain extends only to Joe’s manager. If you
enter 2, the manager of Joe’s manager must approve the upgrade, and
so on.
Note: For Change Management, you are allowed only one record per
company with the process type of Parent-Child. If an administrator
attempts to create a second approval phase with the Change Management
Chain (Parent-Child) process type selected, the following error message is
displayed: Only one 'Approval Phase' for '$Company$' can be set to
use the 'Parent-Child' 'Process Type'.
For more information, see the BMC Remedy Approval Server 7.0 Guide for
Users and Administrators.

Configuration Guide
c In the Impacts Approval Status field, select Yes or No.

This specifies whether this approval mapping affects the overall approval
status field on the form where this approval mapping is used.
d Select a default process name.
The default process name is used if the process you selected is not
available.
e In the System Approval Flag field, select Yes to allow bypassing the
approval process when the approval is moved from the current state to
another state.
f Enter the level of depth that you want to go in the management chain for
approvals.
You see this field only if you select the Change Management Chain process
name.
g Enter a sort order to sort the multiple approval mappings.
This makes sure that the right mapping will be returned by the approval
engine. If no mapping is found, then the Global process is returned to use
for the approvals.
6 Click the Status Flow tab.
Figure 4-6: Approval Process Configuration—Status Flow tab
You use the Status Flow tab to customize an alternative process flow, for
example, for the Request for Authorization state.

To create a status flow, follow these steps:

a Define an approval status and a status reason for the Begin state.
This field specifies which approval status starts the approval process. The
approval states depend on what you select in the Status and Status reason
fields. If the status and status reason change on the request, approval
mappings are retrieved from the Approval definition form for the new
status and status reason combination. If a mapping is found, then the
process name is returned to the change request. An application command
is then issued to the approval engine to start the approval process.
When the approval process is started, the status and status reason fields are
locked to prevent further changes until there is an approval decision
(approved or rejected) by the approvers.
b Define an approval status and a status reason for the Approved state.
If the change request is approved, the approval engine changes the status
and status reason values on the relevant form to the values you configure
here.
c Define an approval status and a status reason for the Rejected state.
If the change request is rejected, the approval engine changes the status
and status reason values on the relevant form to the values you configure
here.
d Define an approval status and a status reason for the No Approvers state.
If the approval engine does not find any approvers, the approval engine
changes the status and status reason values on the relevant form to the
values you configure here.
7 (Change Management only) Click the Additional Qualifications tab.
Figure 4-7: Approval Process Configuration—Additional Qualifications tab

Configuration Guide
To create additional qualifications in the approval process, select additional

fields from the change request to qualify the approval process for a particular
approval phase.
You can select any combination of change type, change timing, and timing
reason.
8 Click Save.
Bypassing the approval process for emergency changes

You can configure emergency change requests to bypass the approval
process. To bypass the approval process for emergency changes, you must
create a new record on the Approval Process Configuration form.
" To bypass the approval process for emergency changes

Configuration tab.
> Approval Process Configuration, then click Open.
The Approval Process Configuration form appears.
Figure 4-8: Approval Process Configuration form
3 Select the Form Name and Company for this approval process, for example,
ABC Company.


5 Set the System Approval Flag to Yes so that no approvers can be mapped to
this process on the Approval Mapping form.
6 Enter a phase name, for example, Emergency.
7 Enter or select a process name.
8 Click the Status Flow tab.
Figure 4-9: Approval Process Configuration form—Status Flow tab
9 Select the begin and end states for the process.

Configuration Guide
10 Click the Additional Qualifications tab.
Figure 4-10: Approval Process Configuration form—Additional Qualifications tab
11 Select Emergency in the Change Timing list.

12 Click Save.
When a change manager or a change assignee creates a change for ABC
Company and selects Emergency in the Timing field, the new approval
process phase will be used, bypassing the normal change states.
Schema names
This feature is used to enable the Remedy® Distributed Server Option for
ITSM. For information, see the BMC Remedy Action Request System 7.0
Administrating BMC Remedy DSO guide.
Schema names ! 93
Application database sort order

The Schema Sort form enables you to customize the sort order on AR System
forms for your database. This form is used primarily during installation to
select the sort order of forms according to the kind of database you have
installed. For more information, see the BMC Remedy IT Service
Management 7.0 Installation Guide.
Note: If you are using MSSQL/Sybase, you do not need to perform this
procedure; the database is installed ready for MSSQL/Sybase.
" To customize the database sort order

Configuration tab.
2 From the Application Settings list, choose Foundation > System
Configuration Settings > Application Database Sort Order, then click Open.
The Schema Sort form appears.

Configuration Guide
3 Search for all records. To do this, click Search without specifying any search
criteria.
Figure 4-11: Schema Sort form
4 In the Functions area, select the Sort Order Type.

Select Oracle, DB2, or Informix.
Application database sort order ! 95

5 Click Modify All.
Note: You will see the changed sort order after you restart AR Server.
Time zone
The default time zone in ITSM for your application server is Eastern
Standard Time. If your server is in a different time zone, you must change the
default for the ITSM applications to function properly.
" To specify a time zone

Configuration tab.
2 From the Application Settings list, choose Foundation > Organizational
Structures > Time zone, then click Open.
The Time Zone form appears.
3 Click Search to find the time zone where your application server is located.
4 Select your time zone from the results list.
5 To make the selected time zone the default, select Yes in the Server Time
Zone field.
6 Click Save.
Geographic information
Before you can add a state, province, city, or country currency, you must add
the country. Because of the amount of such information in the database,
narrow a query as much as possible.
Note: If you perform a search by city name alone, it might take a long time
and degrade performance on the AR System server.

Configuration Guide
" To add a country

Configuration tab.
Structures > Geography Country, then click Open.
The Geography Country form appears.
3 Click the New Request toolbar icon in BMC Remedy User or the New button
in your browser.
4 Enter the country name and two-character ISO 3166 country code, such as
Argentina and country code AR.
5 In the International Dialing Codes area, enter the country code, such as 54
for Argentina.
6 Enter any optional dialing information.
7 Select the status.
8 Click Save.
To modify a country, select it, make the modifications, then click Save.
To delete a country, select it, select Delete for the Status, and click Save. Then
choose Actions > Delete in BMC Remedy User, or click the Delete button
below the results list in a browser.
" To add a state or province

Configuration tab.
Structures > Geography State/Prov, then click Open.
The Geography State/Province form appears.
in your browser.
4 Select the country.
5 Enter the new state or province.
Geographic information ! 97
7 Click Save.
To modify a state or province, select it, make the modifications, then click
Save.
To delete a state or province, select it, select Delete for the Status, and click
Save. Then choose Actions > Delete in BMC Remedy User, or click the Delete
button below the results list in a browser.
" To add a city

Configuration tab.
Structures > Geography Cities, then click Open.
The Geography City form appears.
in your browser.
5 Enter the city to add.
7 Click Save.
To modify a city, select it, make the modifications, then click Save.
To delete a city, select it, select Delete for the Status, and click Save. Then
choose Actions > Delete in BMC Remedy User, or click the Delete button
below the results list in a browser.
Country currency
You can add or modify currency information for a country.
" Adding a country currency

Configuration tab.
Structures > Country Currency, then click Open.
The Country Currency form appears.

Configuration Guide
in your browser.
5 In the Country Code (ISO) field, select a country name. The country code is
supplied automatically from the country name.
6 Enter the currency, such as Euro for France, and optionally enter a
description.
7 In the Multi-Currency field, select the currency number. You can enter five
different currencies for a country.
8 In the Currency ISO Alpha field, enter the three-character ISO 4217 currency
code. For currencies defined by supra-national entities, use the two-letter
entity codes preceded by an X, such as XCD for the Central Caribbean Dollar.
9 Enter any optional currency information.
11 Click Save.
To modify a country currency, select it, make the modifications, then click
Save.
To delete a country currency, select it, select Delete for the Status, and click
Save. Then choose Actions > Delete in BMC Remedy User, or click the Delete
button below the results list in a browser.
Country currency ! 99

Chapter
5 Permissions and roles
This section provides information about permissions and functional roles.

! Permissions (page 102)
! Functional roles (page 117)
Permissions and roles ! 101

Permissions
Permission groups are used to grant users access to different applications and
modules within the IT Service Management suite.
The following tables list permissions that are used within ITSM applications
and modules. They describe the role of the permission and the function
access that is granted the permission.
AR System permissions
The following table lists AR System permissions used in ITSM applications.
For information about configuring permissions, see “Creating a support staff
person profile” on page 141.
Permission Description Function access

Administrator Grants administrator access to ITSM Administrators have access to all forms in
applications. This permission group is ITSM through BMC Remedy Administrator;
generally reserved for developers who however, they are not automatically granted
need access to AR System and system user access to ITSM forms. Additional
administrators who need access to ITSM application and module-specific permissions
system forms. are required for this access.
Administrator responsibilities include
installing and maintaining ITSM
applications and making changes within
ITSM.
Browser AR System permission group that is not
used by ITSM.
Customize AR System permission group that is not
used by ITSM.
Sub AR System permission group that is not
Administrator used by ITSM.
102 "Chapter 5—Permissions and roles

Configuration Guide
Foundation ITSM permissions

The following table lists general and configuration permissions used in ITSM
applications.
For information about configuring permissions, see “Creating a support staff
person profile” on page 141.

ASE- Grants access to Assignment Engine Provides access to:
Administrator administration and IT skills. ! Assignment Engine configuration
! IT Skills attribute type for people
Approval Grants access to Approval Server Provides access to Approval Server
Admin administration. administration.
Command Grants access to configure Command Provides access to:
Event Master Automation Interface. ! Application registry
! Defining command parameters
Config Grants access to submit, modify, and Provides access to:
Categorization delete Product Catalog, Operational ! Catalog mappings
Admin Catalog, and Generic Catalog entries
! Generic catalog structures
and their associations, and to create
vendor companies. ! Product catalog
! Operational catalog
This permission supersedes the Config
Categorization User permission group.
Config Grants access to submit, modify, and Provides access to:
Categorization delete Product Catalog, Operational ! Generic catalog structures
User Catalog, and Generic Catalog entries
! Product catalog
and their associations to companies.
! Operational catalog
Note: Only associations to existing
categories can be added or deleted.
This permission is superseded by the
Config Categorization Admin
permission group.
Config Group Grants access to submit, modify, and Provides access to:
Mapping delete Assignment and Group Event ! Group assignment
Admin Mappings entries, such as scripts
! Script association mappings
creation, modification, and deletion.
Permissions ! 103

Contact Grants access to submit, modify, and Provides access to:
Location delete configuration geography ! Company information
Admin information and sites.
! Site information
! Geographic location information
Organization delete people information, support ! Company information
Admin groups, and access approval mappings. ! People information
This permission supersedes the Contact ! Support group information
People Admin, Contact People User,
! Approver mappings
and Contact Support Admin permission
groups.
Contact People Grants full access to submit, modify, and Provides:
Admin delete non-support staff people ! Full access to non-support staff people
information and to modify all people information
information entries. ! Modify access to all people information
Contact Organization Admin and
Contact Support Admin permission
groups and supersedes the Contact
People User permission group.
Contact People Grants access to human resources and Provides access to:
HR Admin travel profile information accessed from ! HR attendance management
the Attributes tab of the People form. ! HR time management
! Benefit information
! Travel profile
Contact People Grants access to submit and modify Provides access to non-support staff people
User non-support staff people information, information
but not to modify the Profile Status.
Contact Organization Admin, Contact
Support Admin, and Contact People
Admin permission groups.

Configuration Guide

Support Admin delete people information, to modify the ! People information
Profile Status, and to approval
! Approver mappings
mappings.
Contact Organization Admin
permission group and supersedes the
Contact People Admin and Contact
People User permission groups.
DSL Master Grants write access to all Definitive Provides access to:
Software Library Console functions. ! Create products and suites
! Create patch files
! Create SLIs
DSL Viewer Grants view access to Definitive Provides access to:
Software Library Console functions. ! View products and suites
! View files
! View SLIs
General Access General Access is automatically granted Provides access to:
when a person is added using the People ! People information
form but is not visible in ITSM.
! Application consoles
Grants permissions that are an access ! Application Administration Console
level higher than the AR System Public
access group and can be used for guest
users. General Access is required for
users who require modification
permission rights to fields within ITSM
applications.
Licensing Grants access to assign, modify, and
delete AR System User Licensing.
Notification Grants access to modify the notification Provides access to Notification Engine
Admin configuration forms. functions.
Security Grants access to reset an existing ITSM Provides access to the reset password
user’s password. function.
Permissions ! 105
Asset Management permissions

The following table lists permissions that are used in the Asset Management
application.

Asset Admin Grants administration access to the Asset Provides access to:
Management application. ! Write access to manage CIs
This permission supersedes the Asset User ! Relate one CI to another CI
and Asset Viewer permission groups. ! Manage inventory
Requires an application fixed or floating ! Write access to manage contracts
license for full modify access.
! Manage configurations
! Manage costs
! Bulk update functions
! Schedule functions
! Does not provide access to purchasing or
receiving.
Asset Config Grants access to modify Asset Management Provides access to:
configuration forms. ! Asset Management rules configuration
Requires an application fixed or floating ! Asset Management settings
license for full modify access. configuration
! Configure CIs
! License management configuration
! Unavailability priority configuration

receiving.

Configuration Guide

Asset User Grants general access to the Asset ! Provides write and create access to the
Management application. following CI functions:
! Contracts
Note: Modification access to CI data within
CI forms is based on Support Group ! Configurations
Contact associations. If users belong to a ! Costs
Support Group that is associated to a CI as ! Schedules
either supported by, created by, or ! Outages
managed by, they have equivalent Asset
! Returns
Admin access to that CI record, with the
! Activities
exception of CI-to-CI relationships.
! Provides read access to all other CI
This permission is superseded by the Asset functions.
Admin permission group and supersedes the
! Relate CIs to incidents or other types of
Asset Viewer permission group.
records, depending on the ITSM
Requires an application fixed or floating applications that are installed, but not to
license for full modify access. relate a CI to another CI
! Does not provide access to manage
inventory
! Manage contracts
! Write access from CIs
! Does not provide access from Asset

Management console

Management console
! Manage costs

Management console
! Does not provide access to bulk update
functions

Management console
receiving
Permissions ! 107

Asset Viewer Grants read access to the Asset Management ! Read access to manage CIs
application. Asset Viewer is automatically ! Does not provide access to manage
granted when the Incident Master, Incident inventory
User, Infrastructure Change Master, ! Manage contracts
Infrastructure Change User, Problem
! Read access from CIs
Master, Problem User, Purchasing User,
Task Manager, or Task User permission is
granted. Management console
This permission is superseded by the Asset ! Manage configurations
Admin and Asset User permission groups. ! Read access from CIs

Management console
! Does not provide access to manage costs
! Does not provide access to bulk update
functions
! Read access from CIs

Management console
receiving
Purchasing Grants general access to purchasing ! Write access to purchase requisitions
User functions in the Asset Management (including line items) that are assigned
application. to the person’s support group
! Write access to purchase orders
! Does not provide access to:
! Manage CIs
! Manage inventory
! Manage contracts
! Manage costs
! Receiving

Configuration Guide

Receiving User Grants general access to receiving functions ! Provides access to all receiving
in the Asset Management application. functions.
! Does not provide access to:
! Manage CIs
! Manage inventory
! Manage contracts
! Manage costs
! Purchasing
Change Management permissions

The following table lists permissions that are used in the Change
Management application.

CM Dashboard Grants access to view Change Management Provides access to the Change
User Dashboard forms. Management Dashboard.
Infrastructure Grants access to modify Change Management Provides access to:
Change Config configuration forms. ! Change prioritization
Requires an application fixed or floating license. ! Change risk selection
! Change Management rules
! Change processes
! Change template
Infrastructure Grants access to the Change Management Provides access to:
Change Master application with additional privileges to modify ! Infrastructure change
infrastructure change requests and tasks
! Approval mappings
independent of any functional roles or support
group affiliations. This permission group also grants
access to create and modify approval mappings.
This permission supersedes the Infrastructure
Change User and Infrastructure Change Viewer
permission groups.
Requires an application fixed or floating license.
Permissions ! 109

Infrastructure Grants access to query and submit change requests Provides access to
Change Submit in the Change Management application. infrastructure change.
This permission is superseded by the Infrastructure
Change Master and Infrastructure Change User
permission groups.
Requires an application read license.
Infrastructure Grants general access to open, query, submit, and Provides access to
Change User modify change requests in the Change Management infrastructure change.
application.
Note: Modification access can be restricted through
the additional use of functional roles and support
group relationships.
This permission is superseded by the Infrastructure
Change Master permission group and supersedes
the Infrastructure Change Viewer permission group.
Infrastructure Grants view access to the Change Management Provides access infrastructure
Change Viewer application. With view access users can query change.
change requests and tasks and submit change
request and task work information and attachments.
This permission can be used with the Infrastructure
Change Submit permission group and is superseded
by the Infrastructure Change Master, Infrastructure
Change User, and Infrastructure Change Submit
permission groups.

Configuration Guide
Financial permissions
The following table lists permissions that are used in the Cost Management
feature.

Cost Manager Grants full access to configure, create, modify, and Provides access to:
delete all cost records in the finance subsystem. The ! Cost categorization
Cost Manager is responsible for running reports and
! Cost center configuration
generating chargebacks.
! Create cost rate templates
Requires an application fixed or floating license for full
! Finance rules configuration
modify access.
Cost User Cost User is automatically granted and is not visible in Provides access to create,
ITSM. modify, and delete all cost
Grants access to create, modify, and delete all cost records.
records in the finance subsystem.
Cost Viewer Cost Viewer is automatically granted and is not visible Provides access to view all cost
in ITSM. records.
Grants access to view cost records in the finance
subsystem.
Permissions ! 111
Incident Management permissions

The following table lists permissions that are used in the Incident

Incident Config Grants access to modify the Incident Management Provides access to:
configuration forms. ! Incident impact values
Requires an application fixed or floating license. ! Incident prioritization
! Incident priority weight
values
! Incident urgency values
! Decision tree
! Incident rules
! Work info inbound and
outbound communications
Incident Master Grants access to the Incident Management Provides access to incident
application, with additional privileges to modify request.
incidents independent of any functional roles or
support group affiliations.
This permission supersedes the Incident User,
Incident Submitter, and Incident Viewer permission
groups.
Incident Grants access to query and submit incidents in the Provides access to incident
Submitter Incident Management application. request.
This permission can be used with the Incident Viewer
permission group. It is superseded by the Incident
Master and Incident User permission groups.

Configuration Guide

Incident User Grants access to open, query, submit, and modify Provides access to incident
incidents in the Incident Management application. request.
group affiliations.
This permission is superseded by the Incident Master
permission group and supersedes the Incident Viewer
permission group.
Incident Viewer Grants view access in the Incident Management Provides access to incident
application. With view access, users are allowed to request.
query incidents and submit work information and
attachment entries.
This permission can be used with the Incident
Submitter permission group and is superseded by the
Incident Master and Incident User permission groups.
Permissions ! 113
Problem Management permissions

The following table lists permissions that are used in the Problem
Permission Description Form access

Problem Config Grants access to set up and modify the Problem Provides access to:
Management configuration forms. ! Problem impact values
Requires an application fixed or floating license. ! Problem prioritization
! Problem priority weight
values
! Problem rules
! Problem urgency values
! Decision tree
Problem Master Grants access to the Problem Management Provides access to:
application, with additional privileges to modify the ! Solution database
solution database, known errors, and problem ! Known error
investigations independent of any functional roles or
! Problem investigation
support group affiliations.
This permission supersedes the Problem User,
Problem Submitter, and Problem Viewer permission
groups.
Problem Grants access to query and submit to the solution Provides access to:
Submitter database, known errors, and problem investigations in ! Solution database
the Problem Management application. ! Known error
This permission is superseded by the Problem Master ! Problem investigation
and Problem User permission groups.

Configuration Guide

Problem User Grants access to open, query, submit, and modify Provides access to:
entries in the solution database, known errors, and ! Solution database
problem investigations in the Problem Management
! Known error
application.
group affiliations.
This permission is superseded by the Problem Master
permission group and supersedes the Problem Viewer
permission group.
Problem Viewer Grants view access to the Problem Management Provides access to:
application. This permission allows users to query the ! Solution database
solution database, known errors, and problem
! Known error
investigations, and submit work information and
attachment entries.
This permission can be used with the Problem
Submitter permission group. It is superseded by the
Problem Master and Problem User permission
groups.
Request permissions
The following table lists permissions that are used in the Requester Console,
which is used by the Change Management and Incident Management ITSM
applications.

Requester Grants access to modify all requester Provides access to:
Console Config administrative forms except the Summary ! Modify application settings
Definition form. ! Configure survey questions
! Modify request rules
Requester Grants access to modify the Service Request form. Provides access to service request
Console Master information.
Summary Grants access to modify the Summary Definitions Provides access to the summary
Definition form. definitions.
Config
Permissions ! 115
SLM permission
The following table lists the permission that is used in the SLM application.

SLM Config Grants access to the SLM functions in the Application Provides SLM access to
Administration Console, the Service Level configure:
Management Console, and in the dashboards. The ! Applications settings
SLM Config can create, modify, delete, and view
! Business time
agreements and service targets.
! Collector module
! Import/Export
For more information about SLM permissions, see the BMC Service Level
Management 7.0 User’s Guide.
Task permissions
The following table lists permissions that are used in the Task Management
System.

Task Grants access to modify all task management Provides access to all task
Administrator forms. management forms.
Task Grants access to modify task management Provides access to:
Application integration configuration forms. ! Application configuration
Config
! Return code configuration
Task Manager Grants access to relate tasks to other records, such Provides access to task
as incidents, problem investigations, and change management features in ITSM.
requests.
Task Process Grants access to modify task management Provides access to:
Config assignment and task configuration forms. ! Application configuration
! Return code configuration
! Assignment configuration
! Assignment engine configuration
! Assignment of group

Configuration Guide

Task User Grants access to tasks that have been previously Provides access to work existing
created or related. tasks.
Task Viewer Task Viewer is automatically granted and is not Provides read access to tasks.
visible in ITSM.
Grants read-only access to tasks.
Functional roles
Functional roles are used for notifications and to extend access granted by
permission groups. Only support staff members can be given functional
roles.
For information about configuring functional roles, see “Creating a support
staff person profile” on page 141.
The following table lists the roles defined in the ITSM applications and their
purposes.
Application Functional role Purpose

Asset Management Availability Manager Used for informational purposes and for SLM
Change Management escalation notifications.
Incident Management
Problem Management
Asset Management Broadcast Submitter Allows creating and modifying broadcast messages.
Change Management
Incident Management
Problem Management
Incident Management Incident Manager Used for informational purposes and for SLA
escalation notifications. Also grants access to the
Manager view of the Incident Management Console.
Change Management Infrastructure Change Identifies support people within support groups as
Approver approvers for infrastructure changes. If a support
group has been defined to approve changes, this role
must be granted to at least one individual within the
group so he or she can approve changes.
Change Management Infrastructure Change Grants full access to infrastructure changes that are
Assignee assigned to the assignee’s group. Also grants access to
the Manager view of the Change Management Console.
Functional roles ! 117

Application Functional role Purpose

Change Management Infrastructure Change Grants full access to infrastructure changes that are
Manager assigned to the manager’s group. Also grants access to
the Manager view of the Change Management Console.
Problem Management Problem Manager Grants control of all problem investigations, known
errors, and proposed solution database entries that are
assigned to their respective group. Also grants access to
the Manager view of the Problem Management
Console.
Asset Management Release Manager Used only for informational purposes.
Change Management
Incident Management
Problem Management
SLM Service Level Manager Used only for informational purposes.
Asset Management Support Group Allows individuals to add or remove support staff
Change Management Admin members from their support groups. This role also
Incident Management allows users to modify their corresponding Support
Problem Management Group entry and Incident and Change templates.
Incident Management Support Group Lead Allows the Support Group Lead of the Incident Owner
Group to modify incidents that are closed. This role can
be applied to either the Assigned or the Owner Group
in the Incident form. This role also allows individuals to
add or remove support staff members from their
support groups.
Incident Management Support Group Allows the Support Group Manager of the Incident
Manager Owner Group to modify incidents that are closed. This
role can be applied to either the Assigned or Owner
Group in the Incident form. Also grants access to the
Incident Management Console. This role also allows
individuals to add or remove support staff members
from their support groups.

Chapter
6 Company information
configuration
Companies are created, modified, and deleted in the Company form, which
is the first form you must update to build an information database. The
definition of company is quite broad, including:
! Customer ! Operating Company

! Generic Contact ! Supplier
! Manufacturer ! Vendor

! Company information (page 120)
! Company aliases (page 122)
! Locations (page 124)
! Organizations (page 130)
! Support groups (page 132)
! People (page 132)
! Miscellaneous information (page 132)
! Advanced configuration (page 132)
Company information configuration ! 119

Company information
The Organization structure is defined as Company > Organization >
Department, which represents how a company is represented from a
business perspective. Organizations are created in the Company form. Data
for organizations is defined in the Organization tab of the Company form.
Before adding Company information, you should understand company
information relationships. The company name, type, and status fields must
be entered before you can save the company information. (The Menu
Structure Tier 1 field is automatically updated with the company name if you
leave it blank.)
The abbreviation and description can be entered when you create a company
or when you modify a company. You can only create aliases, locations,
organizations, people, and support groups by modifying information in the
Company form. You can define a company for more than one type, so a
company can be a combination of a Customer, Generic Contact, Operating
Company, Vendor, and so on.
Tenancy mode
In ITSM, the Company field is used to enable multi-tenancy. In the
Company field you can specify a company, department, or other group to
control access. By default, ITSM applications operate in single-tenancy
mode. If your organization does not need multi-tenancy, use the tenancy
option of Single-Tenancy; this fills the Company field with the default
company on forms that do not otherwise have a default value for the
Company field.
Note: Single-tenancy mode is required if you need unknown users to access

the ITSM Requester Console.
For information about setting the tenancy mode, see “System settings” on
page 84.
120 "Chapter 6—Company information configuration

Configuration Guide
" To create a company

Configuration tab.
Structures > Companies and Organizations, then click Open.
The Company form appears.
Figure 6-1: Company form
3 Enter a Company and select a Type.

When you save the record, the company value is automatically entered in the
Menu Structure Tier 1 field on the Advanced Configuration tab.
4 Optionally, enter any remaining company information and menu structure
tiers.
Company information ! 121

5 Click Save.
A Company is created that can be selected in the Company field on ITSM
forms.
Figure 6-2: Company information
For information about modifying or deleting company information, see

“Updating information” on page 81.
Company aliases
A company alias is another term or abbreviation that you can use to reference
a company. Aliases are used for type-ahead search functions in fields that
contain company information. This makes searching for a company easier
because companies can be identified by more than one name.
Information can be added to a Company field by entering a partial or
complete company or company alias name and pressing ENTER to add the
complete company name. You can define one or more Company Alias
entries for a company.
Tip: If your underlying database is case-sensitive, creating a company alias in

lowercase enables users to add information in uppercase or lowercase.
" To add a company alias

Configuration tab.

Configuration Guide
3 Search for the company.

For more information about searching for information, see “Searching for
4 Select the company.
5 Click Update Alias.
The Company Alias Update dialog box appears.
Figure 6-3: Company Alias Update dialog box
Note: Setting the company alias to a lowercase value is helpful when the
underlying database is case-sensitive. This enables users of the application
to fill fields with aliases using uppercase or lowercase.
6 Type a company alias into the field at the top of the dialog box, then click
Add.
7 Click Close.
The company alias appears in lists for the Company field on ITSM forms.
Company aliases ! 123

" To modify a company alias

Configuration tab.
4 Select the company.
5 Click Update Alias.
The Company Alias Update dialog box appears.
6 Select the company alias to modify.
The selected company alias appears in the field at the top of the dialog box.
7 Modify the information, then click Modify.
8 Click Close.
Note: To delete a company alias, select the company alias in the Company
Alias Update dialog box, then click Delete.
Locations
The Location structure is defined as Company > Region > Site Group and
Site, which represents locations of sites. Location is used in group assignment
and other mapping functions such as approvals.
This section has the following topics:
! “Adding a location to a company” on page 125
! “Removing a location from a company” on page 127
! “Modifying a region” on page 128
! “Modifying a site group” on page 129

Configuration Guide
Adding a location to a company

You can create and define the location structure on the Locations tab of the
company form.
Note: If a site has already been created, you can relate it to the company from
the site form, as described in Chapter 8, “Site information configuration.”
" To add a location to a company

Configuration tab.
4 Select the company, then click the Locations tab.
Figure 6-4: Company Form—Locations tab
Locations ! 125
5 Click Update Locations.

The Location Update dialog box appears.
Figure 6-5: Completed Location Update dialog box
6 Optionally, enter or select information in the Region and Site Group fields.
! Region—Geographic areas can be divided into regions. A company can
have several regions, depending on how many sites it has and where the
sites are located. Examples of company regions are Northwest, Atlantic,
and Pacific. Creating regions under a company is done only for reporting
in ITSM.
! Site Group—Geographic areas can be subdivided into site groups, which
are a collection of individual locations. A company can have any number
of site groups, depending on how many locations they have and where the
locations are located. An example of a company site group is ABC World
Headquarters.

Configuration Guide
The number of site groups, however, does not depend on the number of
locations. A site group is typically used to identify a campus-type location
where there are multiple buildings in one campus, with each building
being represented as a location.
Creating site groups under a company is done only for custom reporting
in ITSM.
Note: You do not need to define a region to define a site group. If you omit
the region from the structure, the site group becomes the second tier.
7 Enter the site designation in the Site field.

8 Enter or select the site address information.
Sites are buildings or locations with mailing addresses. The Site field is the
fourth tier of the location structure within ITSM. (Company is the first tier,
Region is the second tier, and Site Group is the third tier.)
Note: You do not need to define a region or site group to define a site. If you
omit the region and site group from the structure, the site becomes the
second tier. Sites can exist under the company or under the company and
region combination, under the company and site group combination, or
under the company, region, and site group combination.
9 Click Add.
The location appears in the table on the bottom half of the dialog box.
10 You can continue to add regions, site groups, and sites.
11 When you are finished configuring the company locations, click Close.
To configure additional information about sites, see Chapter 8, “Site
information.”
Removing a location from a company

You can remove the association between a location and a company.
Locations ! 127
" To remove a location from a company

Configuration tab.
4 Select the company, then click the Locations tab.
5 Click Update Locations.
The Location Update dialog box appears.
6 Select the appropriate site from the table at the bottom of the dialog box, then
click Remove.
The site is removed from the list of company locations.
Modifying a region
You can modify and delete regions from the Advanced Configuration tab of
the Company form.
" To modify a region

Configuration tab.
4 Select the company, then click the Advanced Configuration tab.

Configuration Guide
5 Click Update Regions.

The Region Update dialog box appears.
Figure 6-6: Region Update dialog box
6 Select the region to modify.

7 The selected region appears in the field at the top of the dialog box.
9 Click Close.
Note: To delete a region, select the region in the Region Update dialog box,
then click Delete.
Modifying a site group

You can modify and delete site groups from the Advanced Configuration tab
of the Company form.
" To modify a site group

Configuration tab.
Locations ! 129

4 Select the company, then click the Advanced Configuration tab.
5 Click Update Site Groups.
The Site Group Update dialog box appears.
6 Select the site group to modify.
The selected site group appears in the field at the top of the dialog box.
8 Click Close.
Note: To delete a site group, select the site group in the Site Group Update
dialog box, then click Delete.
Organizations
The organization structure represents the organizations and departments
within a company. You can use the Company, Organization, and
Department fields to mirror your organization’s human resources
organization structure. Sales and Marketing are examples of people
organizations; Widget Sales is an example of an organization department.
" To add an organization

Configuration tab.
4 Select the company, then click the Organizations tab.

Configuration Guide
5 Click Update Organizations.

The Organization Update dialog box appears.
6 Enter an organization and a department.
7 Click Add.
The organization appears in the lists of organizations in ITSM.
8 Click Close.
" To modify an organization

Configuration tab.
4 Select the company, then click the Organizations tab.
5 Click Update Organizations.
The Organization Update dialog box appears.
6 Select the organization to modify.
The organization and department for the selected organization appear in the
fields at the top of the dialog box.
7 Do one of the following tasks:
! Modify the organization, then click Modify Organization.
! Modify the department, then click Modify Department.
All entries of the selected organizations are modified.
8 Click Close.
Note: To delete an organization, select the organization in the Organization

Update dialog box, then click Delete.
Organizations ! 131
Support groups
The Support Groups tab lists the support groups in the company. From this
tab you can perform the following tasks:
! Add support groups for the company.
! View or modify support groups for the company.
For more information, see “Creating support groups” on page 42.
People
The People tab lists the people in the company. From this tab you can
perform the following tasks:
! Add people to the company.
! View or modify the record of anyone in the company.
For more information, see “Creating people information” on page 43.
Miscellaneous information
The Miscellaneous tab lists miscellaneous information about a company.
Advanced configuration
The Advanced Configuration tab lists advanced configuration items for a
company. Optionally, you can use the Menu Structure Tier fields on the
Advanced Configuration tab to create a two-tiered or three-tiered menu
structure for selecting the Company value in other forms.
Note: When you save the record, the company is automatically entered in the
Menu Structure Tier 1 field on the Advanced Configuration tab.
For information about the Regions area of the Advanced Configuration tab,
see “Modifying a region” on page 128.
For information about the Site Groups area of the Advanced Configuration
tab, see “Modifying a site group” on page 129.

Chapter
7 People information
configuration
People information consists of profiles of individuals, including each

person’s company, organization, business and home addresses, desk
location, support groups, and selected additional information.
! People information (page 134)
! Adding more information about people (page 154)
! Adding people attributes (page 155)
! Relating CIs to people (page 156)
! Viewing support groups (page 158)
! Work info (page 158)
! Notifications (page 160)
! Login/Access Details (page 164)
! Alternate approvers (page 164)
! Cost centers (page 167)
People information configuration ! 133

People information
Permissions and functional roles determine what people information can be
viewed or modified by different users. For information about permissions,
see “Permissions” on page 102. An individual can have one or many
permission sets.
For example, if you have the permission of People Contact Admin, you can
change a user’s company or contact information, but not their support group
association.
Certain selections that you make on the People form determine whether you
need to complete additional information. For example, if you are creating a
record for a support person, you must enter a login ID before saving the
entry. Also, when creating a record for a new person, you must enter a site for
an office-based employee and a home address for a home-based employee.
Important: Always configure people records by opening the ITSM People

form from the Application Administration Console. Information you add
or modify on the ITSM People form is automatically updated to the
AR System User form, but information updated on the User form is not
updated to the People form.
Tenancy mode
If you are using the multi-tenancy feature of ITSM, you can use the Company
field to control access when configuring people. In multi-tenancy mode,
people who are granted Unrestricted Access have access to data from all
companies or the specified companies, and can submit and manage records,
such as investigations and change requests, for those companies. You can
also give people access to multiple companies, which provides access to data
from those companies.
134 "Chapter 7—People information configuration

Configuration Guide
If your organization uses single-tenancy mode to enable a default company,

you can enforce single-tenancy by granting people access only to the default
company you specified.
Note: Single-tenancy mode is required if you require unknown users to

access the ITSM Requester Console.
For information about setting the tenancy mode, see “System settings” on
page 84.
Creating a non-support person profile

Non-support staff members include anyone who is not a member of the IT
organization, or does not create or modify requests in ITSM.
" To add a non-support person profile

Configuration tab.
2 From the Application Settings list, choose Foundation > People > People,
then click Open.
People information ! 135

Tip: If you created a people template that applies to the person you are
adding, choose Quick Links > Select Template in the navigation pane to
add standard information from a template. For information about adding
people templates, see “Creating a people template” on page 149.

4 Select the client type and a profile status.
information on the More Details tab.

Configuration Guide
5 Select values for the Client Sensitivity and VIP fields.
Note: If these fields are left blank, the default values (Standard and No) are
used.
VIP is used to identify a very important individual within the organization.

The Client Sensitivity field is used to designate certain individuals as
sensitive, meaning that they might require additional attention. These fields
appear when a people profile is retrieved from the Customer field on the
Incident Request form.
Note: For a non-support staff person profile, the Assignment Availability

field is not available.
6 In the Organization Information area, select the company and enter any
optional information.
7 In the Contact Information area, optionally enter the business phone
number.
To enter the phone number, click in the phone field and press ENTER. You
one manually.
Note: If you select a site without first selecting a region or a site group, the
Region and Site Group fields are automatically filled if the site has been
related to the company using these fields.

A completed General tab of the People form for a non-support staff person
might appear as follows:
Figure 7-2: Completed People form for a non-support staff person—General tab

a Enter the login ID for that person to use to access ITSM.
b Enter a password, if required. People who have access to the People form
can change their password.

Configuration Guide
11 Give the person the appropriate ITSM application permissions.

b In the Permission Group field, select a permission group to add.

d Click Add/Modify.
12 In the License Type field in the Licensing Preferences area, select the
AR System license type to assign.
13 If you have the AR System full text search option, select a Full Text License
Type.

assigning the person to specific companies. Otherwise, you must select Yes in
the Unrestricted Access field on the Login/Access Details tab of the People
form.



Configuration Guide
b In the Access Restriction field, select a company for which to add access to
the person, then click Add/Modify and Close.
The completed Login/Access Details tab might appear as follows.
Figure 7-5: People form—Login/Access Details tab
This is the minimum information required to add a non-support staff

person.
15 Click Save.
Note: For information about modifying or deleting people information, see

Creating a support staff person profile

Support staff members include anyone who is a member of the IT
organization or who creates or modifies requests in ITSM. To add a support
staff person, you must complete the Person Information area on the top
portion of the People form and information about the General, Support
Groups, and Login/Access Details tabs.

" To add a support staff person

Configuration tab.
then click Open.
Tip: If you created a people template that applies to the person you are
adding, choose Quick Links > Select Template in the navigation pane to
add standard information from a template you created. For information
about adding people templates, see “Creating a people template” on
page 149.

Configuration Guide
4 Select the client type and a profile status.
information on the More Details tab.
5 Select values for the Client Sensitivity and VIP fields.
Note: If these fields are left blank, the default values (Standard and No) are
used.
VIP is used to identify a very important individual within the organization.

The Client Sensitivity field is used to designate certain individuals as
sensitive, meaning that they might require additional attention. These fields
appear when a people profile is retrieved from the Customer field on the
Incident Management console.
6 In the Support Staff field, select Yes.
The Assignment Availability field is set to Yes, which identifies a support staff
person as available for assignment requests, such as incidents, problems, and
change requests.
For information about changing assignment availability, see “Making a
support staff person unavailable” on page 158.
7 In the Organization Information area, select the company and enter any
optional information.
8 In the Contact Information area, optionally enter the business phone
number.
To enter the phone number, click in the phone field and press ENTER. You
one manually.

Region and Site Group fields are automatically filled if the site has been
11 If you are using the Assignment Engine for assignment to individuals by

capacity, enter information in the Capacity Rating and Task Capacity Rating
fields. The read-only Open Tickets and Open Tasks fields are used to store
the number of open tickets and tasks assigned to the individual.
A completed General tab of the People form for a support staff person might
appear as follows:
Figure 7-7: Completed People form for a support staff person—General tab

Configuration Guide

a Enter the login ID for the person to use to access ITSM.
b Enter a password, if required. Individuals who have access to the People
form can change their password.
13 Give the person ITSM application permissions.
b In the Permission Group field, select a permission group for the person.
d Click Add/Modify.

14 In the License Type field in the Licensing Preferences area, select the
AR System license type to assign.
15 If you have the AR System full text search option, select the appropriate Full
Text License Type.
assigning the person to specific companies. Otherwise, you must select Yes
select Yes in the Unrestricted Access field on the Login/Access Details tab of
the People form.



Configuration Guide
b In the Access Restriction field, select a company to give the person access,
then click Add/Modify and Close.
The completed Login/Access Details tab might appear as follows:
Figure 7-10: People form—Login/Access Details tab
17 Relate the person to at least one support group:

a Click the Support Groups tab.
b On the Support Groups tab, click Update Support Groups and Roles.
The Update Support Group Memberships and Roles form appears.
c In the Add Support Group Relationship area, select the Company,
Support Organization, Support Group, and Relationship Role.
The relationship roles are Member and Associate Member. These values
are informational only. Member means the person belongs to the support
group. Associate Member means that the person has access to modify
requests assigned to that support group. Click Make Associate Member or
Make Member to change the relationship role.
d Click Add.
A support person can belong to more than one support group. To select
the primary support group, select the support group, then click Set to
Default.
e To make the person unavailable for assignment such as for requests or
incidents, click Make Unavailable for each support group the person is
related to.

18 Click the Functional Role Update tab.

You can use this tab to assign functional roles to people within support
groups. Selections in lists for the Company, Support Organization, and
Support Group Name fields on this tab appear only if support groups have
been related to the person on the Support Group Update tab.
Functional roles extend access granted by permissions groups, but only for
specific support groups that are used within ITSM. For example, someone
might be a member of two support groups but only be a support group
manager for one.
19 Click Close.
The completed Support Groups Update tab on the Update Support Group
Memberships and Roles form might appear as follows:
Figure 7-11: Update Support Group Memberships and Roles form—Support Group
Update tab

Configuration Guide
Note: For information about modifying or deleting people information, see

Creating a people template

To simplify the process of adding people, you can create people templates
that contain standard information for different types of people.
" To add a people template

Configuration tab.
2 From the Application Settings list, choose Foundation > People > Template,
then click Open.
The Configure Person Template dialog box appears.
Figure 7-12: Configure Person Template dialog box

3 Click Create.
The Configure Person Template form appears.
Figure 7-13: Configure Person Template form
4 Enter a name for the template and select a status.

5 On the Person Details tab, enter any optional information for the template.
a In the Details area, select a profile status.
b Select the client type and enter the job title.
c Select values for the VIP and Client Sensitivity fields.
d In the Support Staff field, select Yes if the template is for adding support
staff.
Note: If you select Yes, the Support Groups tabs is available. If you select No,
this tab is not available.

Configuration Guide
e In the Organization Information area, optionally select the company,

organization, and department.
f In the Location Information area, optionally select the region, site group,
and site. Site information is required when you add an office-based
employee.
region and site group fields are automatically filled if the site has been
g In the Contact Information area, optionally enter the fax number.

Figure 7-14: Configure Person Template form—Login/Access Details tab

7 To supply license information for this template, select the license types.
a In the License Type field in the License Types area, select the AR System
license type to assign.
b If you have the AR System full text search option, select a Full Text License
Type.
Note: These fields are required for a template for a support staff person.
8 In the Application Permissions Group List fields, optionally add the

appropriate ITSM permission groups.
a In the Permission Group field, select a permission group to add.
b If required, select a license type of Fixed or Floating.
c Click Add/Modify.
9 In the Default Notify Mechanism field, optionally select the mechanism to
use as the backup notification method.
Note: This field is required for a template for a support staff person.

Configuration Guide
10 For a support staff person template, click the Support Groups tab.
Figure 7-15: Configure Person Template form—Support Groups tab
11 Select the support company, organization, and group name, then click Add.
12 Click Save.
Note: For information about modifying or deleting a people template, see

To add information from the template you just created to the People form,
you can choose Quick Links > Select Template in the navigation pane of the
form.
Removing a person’s login ID

You can remove a person’s login ID only if that person is not a support staff
person.
" To remove a person’s login ID

Configuration tab.

then click Open.
3 Search for the person, then select the person with the login ID to remove.
4 In the navigation pane, choose Other Functions > Remove Login ID.
Note: To perform this function, you must have the Contact Organization
Admin or Contact Support Admin permission.
Adding more information about people

You can add more details, such as home and additional contact information,
on the More Details tab of the People form.
" To add more details about people

Configuration tab.
then click Open.
3 Search for the person.
4 Select the person, then click the More Details tab.
5 Click Edit Home Address.
The Address Details dialog box appears.
6 Enter the street address and ZIP or postal code, and select the country, state
or province, city, and time zone.

Configuration Guide
7 To add phone numbers, click in the phone field and press ENTER.
Note: You can select a Country Code for a phone number from the list, or
you can enter one manually.
8 Optionally, enter information in the Additional Contact Information area.
Note: In the ACD field, you can optionally enter an Automatic Call
Distribution (ACD) identification number for use in integrations with
ACD systems.
9 Click Save.
Adding people attributes

You can enter additional person profile information on the Attributes tab of
the People form. For example, you can use attribute profiles to set up
employee benefits or wallet information to store credit cards.
Note: Adding and viewing HR Attendance Management information,

Benefit information, and Wallet information requires Contact People HR
Admin permission.
" To create attributes for people

Configuration tab.
then click Open.
4 Select the person, then click the Attributes tab.
The available list of attribute types varies depending on your permissions.
Adding people attributes ! 155

You can create, view, or delete attributes. For example, if you select Access ID
as the Attribute Type and click Create, the Access ID form appears.
Figure 7-16: Access ID form
The Access ID form shows the configuration of Access IDs that a person has
within the applications he or she uses.
5 Depending on the Attribute Type you select, complete the dialog box that
appears. When you save and close that dialog box, the attribute appears in the
Attributes list on the People form.
Relating CIs to people

The CIs tab of the People form enables you to relate CIs to people.
For more information about CIs, see the BMC Remedy Asset Management 7.0
User’s Guide.
" To relate CIs to people

Configuration tab.
then click Open.

Configuration Guide

4 Select the person to relate to the CIs, then click the CIs tab.
5 Click Relate.
The CI Relationships Search form appears.
Figure 7-17: CI Relationships Search form
6 Enter search criteria for the CIs to relate, then click Search.
7 Select the CI to relate to the person.
8 Select the relationship type, then click Relate.
9 Click Close.
Relating CIs to people ! 157

Viewing support groups

The Support Groups tab of the People form shows the support groups that
are associated with people and the functional roles a person might have
within a related support group. Each support staff person must be related to
at least one support group. For more information, see “Creating a support
If you defined the functional role of the Support Group Admin or Support
Group Manager, you can click Update Support Group Profile on the Support
Groups tab of the People form to modify support group information.
Making a support staff person unavailable

To make a support staff person unavailable for assignments, select the
support group, then click the Mark All Unavailable button on the Support
Groups tab of the People form and click Save. This changes the assignment
availability to No for all support group relationships, including functional
roles.
To make the support staff person available for assignments, click Resume
Availability and click Save.
Work info
You can add additional work information about a person profile on the
Work Info tab of the People form.
" To create a Work Info entry

Configuration tab.
then click Open.

Configuration Guide
4 Select the person, then click the Work Info tab.

Figure 7-18: People form—Work Info tab
5 In the Work Info Type field, select a type, such as Mailing List, General
Information, or People Task.
6 In the Date field, click the button to the right of the field to select a date. If
you leave this field blank, the current date is used.
7 In the Source field, select the communications source, such as Email, Fax,
Phone, or Voice Mail.
8 In the Summary field, enter a short description for the Work Info entry.
9 In the Details field, enter the complete description for the Work Info entry.
10 To add an attachment:
a Right-click under the File Name header, then choose Add.
b Navigate to the location of the file.
c Select the file, then click Open.
The file is attached.
Note: A maximum of three files can be attached.
11 For the Locked option, select Yes to prevent the Work Info entry from being
modified after it has been saved. Select No to enable the Work Info entry to
be modified later.
Work info ! 159

12 Click Save.
The entry is added to the Work Info History table.
Note: To view an existing entry, select the entry in the Work Info History
table and click View.
Notifications
You can customize an individual’s notification preferences. Notification
preferences vary by module, such as Asset Management and Change
Management, and by event, such as asset scheduled maintenance. Default
notification preferences are predefined for each module and event. If the
default settings meet your needs, you do not need to customize the
preferences.
Customizing support staff notification preferences

You can customize notifications for individual support staff persons.
" To change notification availability and the language

Configuration tab.
then click Open.
4 Select the person, then click the Notifications tab.
The system default notification preferences appear in the Notifications table.

Configuration Guide
Figure 7-19: People form—Notifications tab
! Notification Availability—Select No to turn off notifications for the

person.
! Notification Language—Select the language for the notifications received
by the person. If this field is blank, English is used as the notification
language.
5 Click Save.
" To customize notification preferences

2 Select the person.
3 On the Notifications tab, click Update Notification Preferences.
The Notification Preferences form appears.
4 Click Create.
The fields in the Notification Preferences form are cleared.
Notification Preference entries are based on the information in the Module
and Notification Event fields. You can use the support fields to further
customize when a notification will be sent.
5 Select the module for which to customize a notification, such as Asset
Management or Problem Management.
Notifications ! 161
6 Select the Notification Event for the customization.

Notification events that are available vary based on the module you select.
7 You can optionally further classify this event by selecting information in the
support fields.
For example, you can specify that assignment notifications be received for
specific groups that the person is related to and not others.
8 Select Yes or No for the following required fields:
a In the Pager Notification field, select Yes to receive pager notifications for
the specified event and module.
b In the Use Business Hours and Use Business Holidays fields, select Yes to
use business hours and holidays for pager notifications.
c In the Individual Notifications field, select No if you do not want to
receive individual notifications about assignments for the selected event
and module.
d In the Group Notifications field, select No if you do not want to receive
group notifications about assignments for your group for the specified
event and module.
9 Select the notification method for the selected event and module.
This notification event can be used with pager notifications. For example,
you can receive a pager notification and an email notification for a specified
event and module.
10 Click Add to add this custom notification to the Notification Preferences
table.
Note: Custom notification preferences appear in the Notification Preferences

table with User as the Notification Type. System-defined notification
preferences have System Default as the Notification Type. System Default
notification preferences cannot be modified or removed from the list.
Custom notification preferences take precedence over the system defaults
when the application determines how to send notifications to a person.

Configuration Guide
" To modify notification preferences

2 Select the person, click the Notifications tab, then click Update Notification
Preferences.
The Notification Preferences form appears.
3 Select a custom notification preference.
Note: Only fields on the right column of the Notification Event tab that have
a Notification Type of User under Notification Preferences can be
modified.
4 Make the modifications, then click Modify.
Note: To delete a notification preference, select the item to delete, then click
Delete.
Creating pager settings for support staff

You can specify pager settings on the Notifications tab of the People form.
Pager notifications are used only as a backup notification method. Primary
notification preferences are listed in the table on the left of the Notifications
tab.
For information about setting up pager preferences, see “Pager notification
" To create pager settings

2 Select the person, then click the Notifications tab.
3 Select a pager service provider.
Notifications ! 163
4 To enter the person’s personal pager number, click in the Notification Pager
field and press ENTER.
The Phone details dialog box appears.
5 In the Phone details dialog box, enter the pager phone number, including the
Personal Identification Number (PIN), if there is one, then click OK.
6 On the People form, enter the pager email if the service provider offers
paging using email.
7 In the Default Notify Mechanism field, optionally select the mechanism to
use as the backup notification method.
8 Optionally, select the notification availability and notification language.
9 Click Save.
Login/Access Details
The Login/Access Details tab stores the login ID, licensing information, and
permissions groups for the Individual specified on the People form. See
“Creating a support staff person profile” on page 141 for information about
entering Login/Access Details information.
Alternate approvers
From the Alternate Approvers tab of the People form, you can set up one or
more people to approve change requests that are pending your approval.
Note: You can only configure alternate approvers for yourself.
" To add alternate approver information for people

Configuration tab.
then click Open.

Configuration Guide
3 Search for yourself.

4 Select your record, then click the Alternate Approvers tab.
Figure 7-20: People form—Alternate Approvers tab
Alternate approvers ! 165

5 Click Update Alternate Approvers.

The Alternate Approvers form appears.
Figure 7-21: Alternate Approvers form
6 To locate the alternate approver, click Search.

7 In the People Search form, select the alternate approver, then click Select.
8 Select the start date and the end date.
9 In the Notify Alternate field, select whether to notify the alternate approver.
10 In the Covering field, select whether this will be an alternate for all approvals
or only for a specific process.
11 If you selected Specific Process in the Covering field, select the applicable
process in the Process field.
12 Click Add.
For more information about approvals, see “Approval processes
configuration” on page 85, “Asset Management configuration” on page 247,
and “Change Management configuration” on page 271.

Configuration Guide
Cost centers
From the Financials tab of the People form, you can configure cost centers.
For information, see “Cost centers” on page 221.
Cost centers ! 167


Chapter
8 Site information configuration
Sites are created, modified, and deleted in the Site Information form, which
describes a location in the company. A site group is used to group various sites
together.
! Site information (page 170)
! Site aliases (page 171)
! Company relationships (page 172)
! Additional details/attachments (page 174)
Site information configuration ! 169

Site information
To create a site, start with the Address Information tab. This tab must be
filled in first because the other tabs can be filled in only after a site has been
created. You can modify a site to add information to the additional tabs on
the Site Information form. A site is available to be selected in fields on ITSM
forms only after it has been associated with a company, which you can do
from the Company Relationships tab of the Site Information form.
" To create a site

Configuration tab.
Structures > Sites, then click Open.
The Site Information form appears.
Figure 8-1: Site Information form
170 "Chapter 8—Site information configuration

Configuration Guide
3 In the Site Name field, enter a site.

4 On the Address Information tab, enter or select information in the Country,
City, and any optional fields.
5 To enter Reception and Fax phone numbers, click in a phone field and press
ENTER.
Note: You can select a country code for a phone number from the list, or you
can enter one manually.
6 Click Save.
For information about modifying or deleting site information, see “Updating
Site aliases
A site alias is another term or abbreviation that you can use to reference a site.
Aliases are used in the type-ahead searches on the Site field. You can add
information to a Site field by entering a partial or complete site or site alias
name and pressing ENTER to add the complete site name. You can define
one or more site aliases for a site.
" To add a site alias

Configuration tab.
Structures > Sites, then click Open.
3 Search for the site.
For information about searching for information, see “Searching for
4 Select the site, then click the Site Alias tab.
5 Click View.
The Site Alias Update dialog box appears.
6 Type a site alias in the field at the top of the dialog box, then click Add.
Site aliases ! 171

7 Click Close.
The site alias appears in lists for the Site field on ITSM forms.
" To modify a site alias

2 Select the site, then click the Site Alias tab.
3 Click View.
The Site Alias Update dialog box appears.
4 Select the site alias to modify.
The selected site alias appears in the field at the top of the dialog box.
6 Click Close.
Note: To delete a site alias, select the site alias in the Site Alias Update dialog
box, then click Delete.
Company relationships
Company relationships relate sites to company location structures, which
can consist of a company, a region, and site group. Use the Company
Relationships tab on the Site Information form to create these relationships.
A site can be associated with a company location structure (Company,
Region, and Site Group) only once. A site can be associated with a company,
a company and region, a company and a site group, or a combination of a
company, a region, and a site group.

Configuration Guide
" To add a company relationship with a site

Configuration tab.
Structures > Sites, then click OK.
4 Select the site, then click the Company Relationships tab.
5 Click View.
The Site Company Relationship dialog box appears.
Figure 8-2: Site Company Relationship dialog box
6 Select or enter a company, select or enter information in the optional fields,

then click Add.
Company relationships ! 173

7 Click Close.
Note: A site must be associated with a company to appear in ITSM

applications. For example, the site appears on the Incident form and
represents the location of the customer.
" To modify a company relationship with a site

2 Select the site, then click the Company Relationships tab.
3 Click View.
The Site Company Relationship dialog box appears.
4 Select the company whose site relationship you want to modify.
6 Click Close.
Note: To delete a company relationship with a site, select the company in the
Site Company Relationship dialog box, then click Delete.
Additional details/attachments
You can add additional details and attachments to a site.
" To add additional details and attachments

Configuration tab.
Structures > Sites.
3 Select the site, then click the Additional Details/Attachments tab.

Configuration Guide
4 In the Additional Site Details field, enter any additional descriptions or

details to the site.
5 To add an attachment:
a Right-click under the File Name header, then choose Add.
b Navigate to the location of the file.
c Select the file, then click Open.
The file is attached.
Note: A maximum of three files can be attached to a site.
Additional details/attachments ! 175


Chapter
9 Support group information

configuration
Support groups are used to group people who provide support within an
organization, and are typically used with assignment of records, such as
change requests and incidents, in ITSM applications.
! Creating support groups (page 178)
! Group alias (page 180)
! Favorite groups (page 181)
! On-call (page 183)
! Viewing people and roles (page 187)
! Business hours and holidays (page 188)
Support group information configuration ! 177

Creating support groups

The Support Groups structure is defined as Company > Support
Organization > Support Group, which represents how a company is
structured from a support perspective. Data for support groups is defined in
the Support Groups tab of the People or Company form. For more
information, see “Creating a support staff person profile” on page 141.
To create a support group on the Support Group form, you must complete
the information on the Support Group tab and save the form before you can
add information to the other tabs. When you create a support group, a
permission group is automatically added to the Group form in AR System,
which can be used to control access to CIs in Asset Management.
Tip: To avoid AR System server performance issues, add support groups

during non-peak hours.
" To add a support group

Configuration tab.
178 "Chapter 9—Support group information configuration

Configuration Guide

Structures > Support Groups, then click Open.
The Support Group form appears.
Figure 9-1: Support Group form
3 On the Support Group tab, enter or select information in the Support

Company, Support Organization, Support Group Name, and Support
Group Role fields.
Note: The Support Group Role field describes the role that the support group
has in the organization, such as the Help Desk function or Tier 2 support.
Creating support groups ! 179

4 Click Save.
The Support Group is created. You can modify the support group to change
On-Call options and add more information.
! Vendor Group—Select Yes to indicate that the support group is an
external support group or No for an internal support group. Vendor
groups are used in Incident Management for defining underpinning
contracts with external vendors. You can also select Vendor Groups on the
Vendor tab of the Incident form in Incident Management.
! On-Call—Select Yes to indicate that the support group has an on-call
schedule that can be used for assignment after normal business hours.
For information about modifying or deleting Support Groups, see “Updating
Group alias
A group alias is another term or abbreviation that you can use to reference a
support group. Aliases are used in the type-ahead searches on the Support
Group field. You can add information to a Support Group field by entering
a partial or complete support group or support group alias name and
pressing ENTER to add the complete support group name. A Support Group
entry can have one or more Group Alias entries defined.
" To add a group alias

Configuration tab.
3 Search for the support group.
4 Select the support group, then click the Group Aliases tab.
5 Click Update.
The Support Group Alias Update dialog box appears.

Configuration Guide
6 Type a support group alias into the field at the top of the dialog box, then
click Add.
7 Click Close.
" To modify a group alias

2 Select the support group, then click the Group Aliases tab.
3 Click Update.
The Support Group Alias Update dialog box appears.
4 Select the support group alias to modify.
The selected support group alias appears in the field at the top of the dialog
box.
6 Click Close.
Note: To delete a support group alias, select the support group alias in the
Support Group Alias Update dialog box, then click Delete.
Favorite groups
Favorite groups are groups to which your support group routinely assigns or
re-assigns incidents. Favorite groups are used in the Set Assignment Using
field on the Assignment tab on ITSM forms as a quick method of selecting a
group.
" To add a favorite group

Configuration tab.
Favorite groups ! 181


4 Select the support group, then click the Favorite Groups tab.
5 Click Update.
The Favorite Groups dialog box appears.
Figure 9-2: Favorite Groups dialog box
6 Select the Company, Support Organization, and the Support Group Name.
7 Click Add, then click Close.
Note: To delete a Favorite Group, select the Favorite Group in the Favorite
Groups dialog box, then click Delete.

Configuration Guide
On-call
Support groups that are responsible for critical items can be scheduled to be
available, or on-call, for certain hours of the day. The on-call feature enables
you to set up support schedules for paging notifications. On-call
functionality works with your third-party paging software to send page
notifications. When a support group is specified as an on-call group,
assignment to the support group will notify the appropriate people using the
on-call schedule.
" To add an on-call schedule

Configuration tab.
4 Select the support group, then click the On-Call tab.
On-call ! 183
5 Click Add.
The On-Call Support Update form appears.
Figure 9-3: On-Call Support Update form
6 Select the On-Call Paging Type option.

! Select Generic if the support group shares a pager for on-call.
! Select Individual if each support group member has a different pager. If
you select Individual, paging parameters must be defined for each
individual in his or her people profile entry in the People form. For more
information, see “Customizing support staff notification preferences” on
page 160.

Configuration Guide
Note: If you select Generic as the On-Call Paging Type, you must complete
the Generic Pager section of the form. Also, pager service provider
information must be set up in the Pager Service Provider Configuration
form. For more information, see “Pager notification configuration” on
page 241.
7 Select Enabled for the Status of the on-call schedule.

8 If the pager service provider requires a phone number, perform the following
steps:
a Select the pager service provider.
b Click in the Notification Pager field and press ENTER.
The Phone details dialog box appears.
c In the Phone details dialog box, enter the pager phone number, including
the Personal Identification Number (PIN), if there is one, then click OK.
9 If the Pager Service Provider supports email pages, enter the Pager Email
address.
Note: If you set the On-Call Paging Type option to Individual, you must
complete the Individual Pager section of the form.
10 Select Yes for the Active option, as appropriate for Incident Management and
Change Management, to specify the applications in which this on-call
schedule profile is to be used.
11 Select Priority and Risk values to determine when an on-call page is sent.
For example, if Send if Priority >= is set to High within the Incident
Management Settings, on-call pages will be sent only for incidents where the
priority is High or Critical. Leave this field blank if you want on-call pages to
be sent independent of priority and risk.
On-call ! 185
12 Click Update in the Paging Times area to set up the on-call schedule.
The Define Business Hours form appears.
Figure 9-4: Define Business Hours form
13 Click the Server Time Zone button to fill the Time Zone field.
14 Select the hours or click the 7 X 24 or Default button, then click Save.
15 In the On-Call Support Update dialog box, click Save.
" Modifying an on-call schedule

2 Select the support group, then click the On-Call tab.
3 Select the on-call schedule, then click View.
The selected on-call schedule appears.
4 Modify the information, then click Save.
Note: To delete an on-call schedule, select the schedule, then click Delete.

Configuration Guide
Viewing people and roles

The People Display and Roles Display tabs on the Support Group form show
important information about support staff individuals.
! People Display—Shows the individuals who belong to the support group.
! Roles Display—Shows the roles for each individual within a group.
From the People Display tab, you can add individuals to and remove them
from a support group.
" To add members to a support group

1 Make sure that the people have been added in the People form and are
designated as Support Staff.
Configuration tab.
5 Select the support group, then click the People Display tab.
6 Click Add.
The Support Staff Search dialog box appears.
7 Search for the people to add using the search criteria fields provided.
8 Select the individuals to relate to the support group.
9 Click Add, then click Close.
The individual is added to the support group.
Viewing people and roles ! 187

Business hours and holidays

You can view and modify the hours of operation for each support group on
the Business Hours and Holidays tab of the Support Group form. Support
group business hours and holidays are used to determine when group
notifications are sent and in effort log tracking, which tracks the effort for the
incident assignee, using actual and business hours to calculate the effort
duration.
" To add business hours and holidays

Configuration tab.
4 Select the support group, then click the Business Hours and Holidays tab.

Configuration Guide
5 In the Business Hours area, click Update.

The Define Business Hours form appears.
Figure 9-5: Define Business Hours form
6 To select the time zone for the AR System server, click the Server Time Zone
button.
Note: To set the server time zone, you must first specify the time zone using
the Time Zone form. For more information, see “Time zone” on page 96.
7 Enter the start and end times or click the 7 X 24 or Default button, then click
Save.
Business hours and holidays ! 189

8 The business hours you specified appear on the Business Hours and Holidays
tab.
Figure 9-6: Support Group form—Business Hours and Holidays tab
9 To add business holidays, click the Update button in the Business Holidays
section of the form.
10 On the Business Holidays Definition dialog box, click the Server Time Zone
button to select the time zone for the AR System server.
Figure 9-7: Business Holidays Definition form

Configuration Guide
11 In the Holiday field, enter a holiday date.

12 Click Add, then enter the remaining holidays.
13 When you have entered all holidays, click Close.
Business hours and holidays ! 191


Chapter
10 Product and operational catalog

information configuration
You can add products to the product catalog, information such as services to
the operational catalog, and generic catalog for use in various ITSM forms.
Products can be any items used by an organization and are usually IT-related.
Products are typically used to classify a configuration item, an incident, a
problem, or a change request.
The operational catalog can be used to contain a list of all the operational
services that a typical help desk provides, and can also contain items that
represent symptoms of incidents and problems.
Generic categories for miscellaneous information, such as reasons, can be
used in the generic catalog.
! Product catalog information (page 194)
! Operational catalog information (page 204)
! Generic catalog information (page 209)
! Product catalog alias mapping (page 214)
! Trusted datasets for product catalog (page 215)
Product and operational catalog information configuration ! 193

Product catalog information

The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 >
product name and manufacturer > model version, which is used to
categorize different products or configuration items in BMC Atrium CMDB.
Product categorization can be associated with different processes for
different companies.
Before creating or modifying product information, it is important to
understand product relationships.
! When creating product category information, you must complete all three
tiers. The product name or manufacturer field is optional, but both are
required if either is specified. One tier can be sufficient, depending on the
item being created. If you create a product where only one tier is required,
the other two tiers must be set to None.
! Each product category can have more than one product model/version
and more than one product alias.
! Products can be associated with one or more companies.
! A product is available for selection on other forms only after it has been
associated with a company.
! After you relate a product to a company and an application, it can be used
in forms that contain the product categorization fields.
! Each product model/version can have one or more patches.
" To add a product category

Configuration tab.
194 "Chapter 10—Product and operational catalog information configuration

Configuration Guide
2 From the Application Settings list, choose Foundation > Products/

Operational Catalogs > Product Catalog, then click Open.
The Product Catalog Setup form appears.
Figure 10-1: Product Catalog Setup form
Product catalog information ! 195

3 On the Product Category tab, click Create.

The Product Category Update form appears.
Figure 10-2: Product Category Update form
4 Select the configuration item (CI) type. The CI Type field specifies the type
of CI this product catalog is for.
5 Select or enter the Product Categorization Tiers. If you are creating a product
that requires only one tier, enter None for the other two tiers.
6 Enter or select a product name.
7 Select a manufacturer, or click New to add a manufacturer.
If you click New, the Add New Manufacturer dialog box appears. Enter a
company, select Enabled for the status, then click Save.
9 In the Origin field, accept the default value of Custom. Third Party is used for
products imported from an external source.

Configuration Guide
10 For the Suite Definition field, select Yes if this product is part of a suite of
related products; otherwise, select No.
11 Click Save.
You can use the search fields in the Product Categorization Search Criteria
area of the form to view the added product.
Figure 10-3: Product Catalog Setup form—Product Categorization Search Criteria

area
" To map a catalog

Use this procedure to select which ITSM applications and modules are used
by an administration action. The Catalog Mapping form acts as a utility to
manipulate mass data mappings for product catalog mappings. It should not
be used as a primary way of mapping a product.
Configuration tab.
Operational Catalogs > Catalog Mappings, then click Open.

3 The Catalog Mapping form appears in New mode.

Figure 10-4: Catalog Mapping form
4 In the Company field, select the company to map to administrative actions,

and ITSM applications and modules.
Optionally, you can select Global to map to all companies.
5 In the Admin Action field, select the administrative action to make available
to the selected company and application modules.
6 In the Select Application Modules area, select the application and modules to
use this administrative action.

Configuration Guide
7 Select a status.
8 Click Save, then click Close.
Product aliases
A product alias is another term or abbreviation that you can use to reference
a product. The product alias is used to search for a product in Product Name
fields. For example, you might have a product with a long name such as
Microsoft Product ABC 2005. You can create an alias such as ABC, then users
can enter this alias in a Product Name field to fill the remainder of the tiers.
A Product entry can have multiple Product Alias entries defined.
" To add a product alias

Configuration tab.
3 Enter search criteria in the fields in the Product Categorization Search
Criteria area of the form, then click Search.
4 From the results list, select a product.
5 Click the Product Alias tab, then click Create.
The Update Product Alias dialog box appears.
6 Enter a Product Alias, then click Save.
Product Model/Version
Product models and versions are used to differentiate between the various
models or versions that are available for a given product in the product
catalog. For each model and version, you can also specify patches.

" To add a model or version for a product

Configuration tab.
3 Enter search criteria in the fields on the Product Categorization Search
Criteria area of the form, then click Search to search for the product.
5 Click the Model/Version tab, then click Create.
The Product Model/Version form appears.
Figure 10-5: Product Model/Version form
6 In the Product Model/Version field, enter the model or version to add.

7 Select the Product Model/Version State.
8 In the Requires Contract field, select Yes or No.
9 Enter any additional information, then click Save.
The model or version for the selected product appears in the table on the
Model/Version tab. You can create multiple models and versions for any
product that exists in the product catalog.

Configuration Guide
" To add patch information for a product model or version

1 On the Model/Version tab of the Product Catalog Setup form, select a
product model or version.
2 Click the Patch tab, then click Create.
The Patch dialog box appears.
Figure 10-6: Patch dialog box
3 In the Patch Last Build ID field, enter the patch build ID to add.
4 Optionally, enter a patch build date and description.
5 Click Save.
Modifying product information

You can modify the product status and product model/version information,
and relate products to companies and applications or modules.
" To modify product information

Configuration tab.

4 Click the appropriate tab, then click View.

Note: To delete product information, select the item to delete, then click
Delete. Only information on the selected tab is deleted.
" To set a product category to offline

You can click the Set Offline button on the Product Catalog Setup form to
change the status of the Product Category to offline. To set the status back to
online, click the Set Enabled button.
Note: A product status must be set to Enabled for it to appear in lists for
product fields.
Relating a company or application to a product category

Relationships between companies and applications or modules determine
which companies, and ITSM applications and modules are enabled to accept
product categorization information. A product can be associated with one or
more companies.
Note: To make the product accessible to all companies, select Global for the
company.
" To add a company, and application and module relationship for a

product
Configuration tab.

Configuration Guide

The relationships that appear in the Company/Module Relationships table
are directly related to the product selected in the product table.
5 In the Company and Module Relationships area, click Create.
The Company/Module Relationship form appears.
Figure 10-7: Company/Module Relationship form
6 In the Company field, select the company name to relate to the product.
7 Select Yes for each ITSM application and module to enable for the product.
Tip: Click the check mark to the right of the Service Support Modules header
to select all applications and modules.
8 Select the Status.
Note: A product status must be set to Enabled for it to appear in lists for
product fields.
9 Click Save.

Operational catalog information

Operational categorizations are used in ITSM forms. The operational catalog
can be used to contain a list of the operational services that a typical help desk
provides, such as add, move, delete, change, and password reset. It can also
contain items that represent symptoms of incidents and problems.
Note: Operational categories must be related to a company before they are

available on ITSM forms.
" To add operational categories

Configuration tab.

Configuration Guide

Operational Catalogs > Operational Catalog, then click Open.
The Operational Catalog Setup form appears.
Figure 10-8: Operational Catalog Setup form
Operational catalog information ! 205

3 In the Operational Category area, click Create.

The Operational Catalog Update dialog box appears.
Figure 10-9: Operational Catalog Update dialog box
4 Select or enter an operational category.


You can use the search fields in the Operational Categorization Search
Criteria area of the form to view the added operational category.
Figure 10-10: Operational Catalog Setup form—Operational Categorization Search

Criteria area

Configuration Guide
Note: To modify an operational category, select it, then click View. You can
change the status and the operational description in the Operational
Catalog Update dialog box. No other information can be changed. To
delete an operational category, select it, then click Delete.
Setting an operational category to offline

To change the status of an operational category to offline, select it, then click
the Set Offline button in the Company and Module Relationships area of the
Operational Catalog Setup form. This makes the category unavailable in list
selections. To enable an offline category, select it, then click the Set Enabled
button.
Relating a company or application to an operational category

which companies, and ITSM applications and modules can accept
operational categorization information. An operational category can be
associated with one or more companies.
Note: To make the operational category accessible to all companies, select

Global for the company.
" To add a company, and application and module relationship for an

operational category
Configuration tab.
Operational Catalogs > Operational Catalog, then click Open.
The Operational Catalog Setup form appears.
3 Enter search criteria in the fields on the Operational Categorization Search
The relationships that appear in the Company and Module Relationships
table are directly related to the selected category in the Operational Category
table.
Operational catalog information ! 207


The Operational Catalog Relationship dialog box appears.
Figure 10-11: Operational Catalog Relationship dialog box
5 In the Company field, select the company name to relate to the operational
category.
6 Select Yes for each ITSM application and module to enable for the
operational category.
Note: An operational category status must be set to Enabled for it to appear

in lists for operational category fields.
8 Click Save.

Configuration Guide
Generic catalog information

Generic catalog information is used to provide list selections for fields in
ITSM applications. Several predefined category types are provided. For
example, the category type Reason is used in the list selections for the Cause
field on the Incident form in Incident Management and the Root Cause field
on the Problem Investigations and Known Error forms in Problem
Management.
The generic catalog lets you create information for category type selections
that vary based on the selection of either product or operational
categorization. For example, you can create a list item of Hardware Failure
for the Cause field on the Incident form, and make it available for selection
only if the first tier of the product categorization is Hardware. The selection
list item Hardware Failure will not appear when any other value is selected in
the first tier of the product categorization.
Creating a generic category

On the Generic Catalog Setup form, you must enter information in the
Generic Product/Operational Relationship Category area first. Some of these
categories can be associated with products and operational categories, some
with just products, and others with just operational categories.
Note: You must relate a category to a company before the category is

available on other forms.
" To create a generic category

Configuration tab.
Operational Catalogs > Generic Catalog Structures, then click Open.
The Generic Catalog Setup form appears.
Generic catalog information ! 209

3 In the Generic/Product/Operational Relationship Category area, click

Create.
The Generic Catalog Update form appears.
Figure 10-12: Generic Catalog Update form
4 Select the Category Type, such as Reason. Reason is used for selection items
in the Cause field on the Incident form in Incident Management.
5 In the tier fields in the Generic area, enter categorization values. For example,
in the Generic Categorization Tier 1 field for Reason category type, enter a
value such as Hardware Failure.
Note: The Cause field is a single-tiered value. Therefore, when creating data
for this category type, you need to provide only the first tier in the generic
category definition.

Configuration Guide
6 Optionally, you can relate the Generic Category definition to operational and
product categorizations. Select the Operational and Product tiers.
The product and operational categorization values must exist in the product
and operational catalogs. Also, you can create a generic category definition
many times in the generic catalog if you need to relate it to various
organizational or product categorization structures.
7 Select a status.
After you create generic category definitions, you can search for them to view
in the Generic/Product/Operational Relationship Category table.
Figure 10-13: Generic Catalog Setup form—Generic/Product/Service Relationship

Category table

Note: To modify a generic category, select it, then click View. You can change
the status on the Generic Catalog Update dialog box. No other generic
categorization information can be changed. To delete a generic category,
select it, then click Delete.
Setting a generic category to offline

To change the status of a generic category definition to offline, select it, then
click the Set Offline button in the Generic/Product/Operational Relationship
Category area of the Generic Catalog Setup form. This makes it unavailable
in list selections. To enable an offline category, select it, then click the Set
Enabled button.
Relating companies and modules to a generic category

which companies, and ITSM applications and modules can accept generic
categorization information. A generic category can be associated with one or
more companies.
Note: To make the generic category accessible to all companies, select Global
for the company.
" To add a company, and application and module relationship for a

generic category
Configuration tab.
Operational Catalogs > Generic Catalog Structures, then click Open.
3 Enter search criteria in the fields on the Generic Categorization Search
4 From the results list, select a category.
The relationships that appear in the Company and Module Relationships
table are directly related to the category selected in the generic category table.

Configuration Guide

Figure 10-14: Generic Catalog Setup form
6 In the Company field, select the company name to relate to the generic
category.
7 Select Yes for each ITSM application and module to enable for the generic
category.
Note: A generic category status must be set to Enabled for the category to
appear in lists for generic category fields.
9 Click Save.

Product catalog alias mapping

Product catalog alias mapping is used to map incoming CI categorizations
from a discovery product to categorizations that you define in the Product
Catalog Alias Mapping form. When CI is saved, it will contain the mappings
defined in the Product Catalog Alias Mapping form.
For example, if you specify Desktop in the Categorization Tier 1 field in the
Discovery Product Categorization area and Hardware in the Categorization
Tier 1 field in the Mapped Product Categorization area, any incoming CI that
is received as Desktop for tier 1 will be saved as Hardware for tier 1.
" To map discovery categorization to product categorization

Configuration tab.
Operational Catalogs > Product Catalog Alias Mapping, then click Open.
The Product Catalog Alias Mapping form appears.
Figure 10-15: Product Catalog Alias Mapping form
3 Select the CI type for mapping.

Configuration Guide
4 In the Discovery Product Categorization and Mapped Product

Categorization areas, select the information to be mapped for the selected CI
type.
5 Click Save.
Trusted datasets for product catalog

Trusted datasets are used to select datasets for the product catalog when CIs
are discovered that do not have categorization defined in the Product Catalog
form.
For products coming from a dataset that has an entry in the Trusted Datasets
form, the product categorization is created in the Product Catalog form and
related to a global company. Then the CI is created.
Note: CIs are not created for products that are not in the Product Catalog
form and are coming from a dataset that is not defined in the Trusted
Datasets form.
" To select trusted datasets

Configuration tab.
Trusted datasets for product catalog ! 215


Operational Catalogs > Trusted Datasets for Product Catalog, then click
Open.
The Trusted Datasets form appears.
Figure 10-16: Trusted Datasets form
3 In the Dataset Name field, select a dataset.

4 Click Save.

Chapter
11 Costing information
configuration
The costing feature of ITSM enables your organization to track costs and to
understand the financial impact of changes on expenses.
! Cost categorization (page 218)
! Cost centers (page 221)
! Finance rules (page 226)
! Cost rate (page 228)
! Charge-back time periods (page 232)
Costing information configuration ! 217

Cost categorization
Cost categorization enables you to create categories that can be specified on
costs.
For Asset Management, this task adds custom cost types and classes to lists
for corresponding fields in Cost records and to the cost table on the
Financials tab on Asset Management forms.
For other ITSM applications, this task adds cost types to lists for
corresponding fields in Costs records and to the cost table.
The unique cost category and cost type combinations you define using this
task are available to their respective applications when costs are created.
" To create a cost category

Configuration tab.
2 From the Application Settings list, choose Foundation > Costing > Cost
Category, then click Open.
The Configure Cost Categorization form appears.
218 "Chapter 11—Costing information configuration

Configuration Guide
3 To view existing cost categories, enter any search criteria, then click Search.
Figure 11-1: Configure Cost Categorization form
4 Select a cost category to modify to base the new category on.
Note: You can also click the New Request toolbar icon in BMC Remedy User
or the New button in a browser to create a cost category.
5 In the Company field, select a company, or select Global to apply the cost
category to all companies.
6 In the Cost Category field, enter the custom cost category to add.
7 In the Cost Type field, select a type for the cost category.
Cost categorization ! 219

8 In the Cost Type Key field, enter the cost type key.
Important: The Cost Type Key field is the system name for the cost type and
should not be changed. The Cost Type value can change based on different
languages, but the value in the Cost Type Key field should remain the same
because workflow uses the key values rather than the display values.
9 Select a status for the cost category and type.

10 In the Cost Class field, select a class for the cost category and type.
Note: This field is used only by Asset Management.
! Lease—Generates a cost entry from a lease contract if there are assets or

components related to the contract.
! Maintenance—Generates a cost entry from a maintenance contract if
there are assets or components related to the contract.
! Purchase Price—Determines whether the depreciation cost is used in
charge-back for the cost entry of this cost class.
! Software License—Generates a cost entry from a software lease contract if
there are assets or components related to the contract.
! Support—Generates a cost entry from a support contract if there are
assets or components related to the contract.
! Warranty—Generates a cost entry from a warranty contract if there are
assets or components related to the contract.
! Other—Specifies that no cost entry is created.
11 In the Cost Description field, enter a description for the cost category and the
cost type.
12 Click Save.

Configuration Guide
" To modify a cost category

1 Search for the cost category to modify.
2 Select the cost category, then modify any information.
3 Click Save.
Note: To delete a cost category, select it, select Inactive for the Status, and
click Save. Then choose Actions > Delete in BMC Remedy User, or click
the Delete button below the results list in a browser.
Cost centers
Cost centers are used to identify which business units to charge costs to. Cost
centers can be configured as a hierarchy to allow for cost allocation or the
splitting of costs within cost centers. The cost center hierarchy is a source and
target relationship (similar to a parent-child relationship where the source is
the parent and the target is the child) between cost centers. The target and
source relationship defines how the cost for the source cost center is split or
allocated to the target cost centers. A source cost center with target cost
centers is called a split cost center.
The source and target cost center relationship is limited to one level. A cost
center can be either a source or a target cost center, but not both. You can
optionally specify target cost centers for source cost centers, depending on
the allocation method.
You must specify one of the following allocation methods for source cost
centers:
! None—No allocation is needed, so no target cost centers can be defined.
This is the default allocation method.
! Equal Distribution—Costs are equally distributed to the target cost
centers. You do not specify the distribution percentage for the target cost
centers.
Cost centers ! 221

! User-Defined Percentage—You must specify the distribution percentage

for each target cost center. The total distribution percentage among the
target cost centers is not required to be 100 percent, but cannot exceed 100
percent.
When you create cost centers and target cost centers, keep the following
points in mind:
! You cannot use the default cost center (“Unallocated”) as a target cost
center.
! You cannot use obsolete cost centers as source cost centers or target cost
centers.
! A target cost center can belong to only one source cost center.
! Source cost centers cannot be used as target cost centers. For example, a
source center cannot be its own target cost center.
You can add target cost centers only after selecting the equal distribution or
user-defined percentage allocation method. The allocation value is
determined by a percentage from the source cost center. The percentage is
stored in the Distribution Percentage field on the Cost Center form for a
target cost center.
When the allocation method is Equal Distribution, the Distribution

Percentage of the target cost centers is divided equally, based on 100 percent.
Note: Distribution percentages are recalculated when a target cost center is

added or removed only if the source cost center and the target cost center
have a status of Active.
For the allocation method of Equal Distribution, the Distribution Percentage

is calculated by dividing 100 by the number of active target cost centers
related to the active source cost center. Recalculation occurs on source cost
centers and target cost centers that have a status of Active.

Configuration Guide
" To add a cost center

Configuration tab.
2 From the Application Settings list, choose Foundation > Costing > Cost
Center, then click Open.
The Cost Center form appears.
Figure 11-2: Cost Center form
in a browser.
4 Select the company for which to add the cost center.
5 In the Cost Center Code field, enter a unique cost center code, such as SPLT-
8200 for a split cost center, ENG-2000 for an engineering cost center, or
MRT-3000 for a marketing for target cost center. This entry is added to lists
for cost center fields.
6 Select a Status.
Cost centers ! 223

7 Enter information in the following optional fields:

a Enter a cost center name and a description.
b Enter the cost center owner, or press ENTER to search for a an owner.
Tip: You must save a new split cost center before you can specify an allocation
method and add target cost centers for it.
8 Click Save.
To make this a split cost center, add target cost centers.
" To add target cost centers

1 Select the cost center for which to add target cost centers.
2 In the Allocation Method field, select Equal Distribution or User-Defined
Percentage.
3 Click Add.
The Searching For Cost Centers dialog box appears.
4 Select search criteria, then click Search.
5 Select the target cost centers, then click Return Selected.
The selected cost centers appear in the Target Cost Centers table.
6 Click Save.

Configuration Guide
7 If you selected the User-Defined Percentage allocation method, you must

specify the percentage for each target cost center:
a Select a target cost center.
b Click View.
The Cost Center form appears.
Figure 11-3: Cost Center form
c In the Distribution Percentage column of the Target Cost Centers table,

enter the distribution percentage for the selected target cost center.
d Click Save.
" To modify a cost center

1 On the Cost Center form, enter search criteria, then click Search.
2 In the results list at the top of the form, select the cost center to modify.
Cost centers ! 225

Note: You cannot modify cost centers with a status of Obsolete.
4 To remove a target cost center, select the target cost center in the Target Cost
Centers table, then click Remove.
This removes the relationship between the source cost center and the target
cost center. The target cost center becomes a source cost center, and can be
added as a target cost center for another source cost center.
Note: To delete a cost center, select the cost center in the Cost Center dialog
box, then click Delete. You can delete only cost centers with a status of
Proposed. The default cost center Unallocated cannot be deleted.
Finance rules
Finance rules specify the rules to use for finance in ITSM. This includes
specifying both any cost center to use for automatic costs and the method
used for automatically calculating costs.
" To create finance rules

Configuration tab.

Configuration Guide
2 From the Application Settings list, choose Foundation > Costing > Finance
Rules, then click Open.
The Configure Finance Rules form appears.
3 To view existing finance rules, enter any search criteria, then click Search.
Figure 11-4: Configure Finance Rules form
4 Select a finance rule to modify to base the new finance rule on.
Note: You can also click the New Request toolbar icon in BMC Remedy User
or the New button in a browser to create a finance rule.
5 In the Company field, select a company, or select Global to apply the finance
rule to all companies.
6 In the Cost Category field, select a cost category for the finance rule.
7 In the Cost Rate Template Use field, select whether to use product categories,
organizational categories, or groups to match costs.
Finance rules ! 227

8 In the Actual Cost Calculated By field, select one of the following items:
Time in WIP—Adds the actual effort cost log entries to calculate the actual
cost.
Start-Stop Clock—Uses the value from the start/stop total time.
Manually Entered—Uses the value that is manually entered on the Finance
tab of ITSM forms.
9 Select a status and modify the description for the finance rule.
10 Optionally, select a cost center code for the finance rule.
For information about cost centers, see “Cost centers” on page 221.
11 Click Save.
Cost rate
You can configure costs in three ways:
! By product category
! By product organizational category
! By assignee group
Costs defined by category can be related to change requests based on the
request’s categorization. The configuration of costs can be based on time
(hours or minutes) or a flat rate to complete the job.
Costs defined by group are also based on time or a flat rate, but instead of
being associated with requests based on categorization, they are related to the
group assigned to resolve the request.
Additionally, the costs associated with groups can be further defined by the
location of the group. For example, a group that is based in New York City
might have significantly higher operational costs (salaries, office space) than
a group based in Ohio.
Note: Only cost rates with the category or group specified in the Define By
field in the Configure Cost Rate form matching the finance rule defined in
the Configure Finance Rules form are checked when rates are matched.

Configuration Guide
" To define cost rates by category

Configuration tab.
2 From the Application Settings list, choose Foundation > Costing > Cost Rate
Template, then click Open.
The Configure Cost Rate form appears.
3 To create a cost rate template, click the New Request toolbar icon in BMC
Remedy User or the New button in a browser.
4 In the Company field, select a company, or select Global to apply the cost rate
template to all companies.
5 Select the required unit rate, unit type, and status.
6 Optionally, enter the percentage overhead and a description for the cost rate
template.
Note: Overhead is the additional cost above the standard cost rate. The
percentage you specify is added to the cost that is charged.
Cost rate ! 229

7 In the Define By field, select Product Category or Operational Category.

The application and product or operational tier fields appear.
Figure 11-5: Configure Cost Rate form—Define by Operational Category
8 Select the application for the cost rate template.

9 To specify the categorization, select the product or operational tiers for this
cost rate.
" To define cost rates by assignee group

Configuration tab.
2 From the Application Settings list, choose Foundation > Costing > Cost Rate
Template, then click Open.
The Configure Cost Rate form appears.

Configuration Guide
5 Select the required unit rate, unit type, and status.
6 Optionally, enter the percentage overhead and a description for the cost rate
template.
Note: Overhead is the additional cost above the standard cost rate. The
percentage you specify is added to the cost that is charged.
7 In the Define By field, select Assignee Group.

8 The support organization, assigned group, and location fields appear.
Figure 11-6: Configure Cost Rate form—Define by Assignee Group
9 Select the support organization for the cost rate template.
Cost rate ! 231

10 Select the assigned group.

11 To specify the categorization, optionally select the region, site group, and
site.
Charge-back time periods

Charge-back time periods are used to specify the time period for charge-back
of asset costs to cost centers or business organizations. Past time periods
cannot be changed.
" To configure charge-back time periods

Configuration tab.
2 From the Application Settings list, choose Foundation > Charge Back >
Chargeback Periods, then click Open.
The Configure Charge-back Time Periods dialog box appears.
5 In the Time Period Type field, select a time period or Manual.
6 If you selected Manual, specify the dates.
Figure 11-7: Configure Charge-back Time Periods dialog box—Manual Time Period
Type

Configuration Guide
Tip: When you first install ITSM, you can use this procedure to configure
charge-back periods that match your organization’s quarterly schedule.
For example, if you install ITSM in the middle of April and your
organization’s quarter runs from February to April, you can set ITSM to
match that quarterly schedule. First, set the Time Period Type field to
Manual and enter an end date that coincides with the end of your
organization’s current quarter. After that time period is over, close the
current period, and then open a new period that is set to Quarterly. You
need to do this only when you first set up charge-back periods at your
organization.
Charge-back time periods ! 233


Chapter
12 Assignment configuration
Assignment is based on organization, location, service, and product

categorization. Assignments are also associated with the application in which
they are used. An assignment can be broadly or narrowly defined, and can
apply to all ITSM applications or only specific ITSM applications.
! Working with auto-assignment (page 236)
! Group assignment (page 236)
! Automatic assignment to individuals (page 240)
Assignment configuration ! 235

Working with auto-assignment

Using the Group Assignment form, you can automatically assign an issue or
request to a group. Using the Assignment Engine application, which is
packaged with ITSM, you can define criteria to automatically assign an issue
to a specific individual from the available people.
To remove a person from individual auto-assignment, see “Making a support
staff person unavailable” on page 158.
Group assignment
The first step in creating assignment information is configuring a group
assignment. You can then use predefined assignment information for
automatic assignment to an individual in the assigned group using the
Assignment Engine, if needed. Advanced administrators can also define
custom individual assignment information for the Assignment Engine.
" Creating a group assignment

Configuration tab.
2 From the Application Settings list, choose Foundation > Configure
Assignment > Configure Assignment, then click Open.
The Configure Assignment form appears.
236 "Chapter 12—Assignment configuration

Configuration Guide
3 To change the form to New mode, click the New Request toolbar icon in
BMC Remedy User or the New Request button on the form in a browser.
Figure 12-1: Configure Assignment form
4 In the Event field, select the type of assignment entry. For more information,
see “Assignment events” on page 238.
5 In the Assignment area, select the support company, support organization,
and assigned group to use for assignment.
6 In the Available Systems area, select the ITSM applications and modules to
apply to the assignment entry. For example, you can create an assignment
entry that applies only to Incident Management. This enables you to select
different support groups for assignment, even if the mapping selections are
the same.
Group assignment ! 237

7 In the Routing Order area, as an advanced feature you can further specify
when this assignment entry should be used for the automated assignment.
The Contact Company and Company fields are required.
The Assignment entry can be mapped using the following data structures:
! Organization
! Location
! Operational Categorization
Note: Operational Categorization is not used in Asset Management.
! Product Categorization
When an ITSM application uses the routing order, which is a feature of many
of the main ticketing forms, it uses information from the form that it is on to
find an assignment entry, and in turn, the support group for assignment.
8 Click Save.
For information about modifying or deleting assignment information, see
Assignment events
The following table describes the assignment events:
Event Available systems Form Description

assignment
- General - Change Management Infrastructure Used to assign a change request
Change to the change implementer.
- General - Incident Management Incident Used to assign an incident for
! User Service Restoration resolution.
! User Service Request
! Infrastructure Restoration
! Infrastructure Event
- General - Problem Management Known Error Used to assign a known error
assignee to maintain the
accuracy of the known error
information.

Configuration Guide
Event Available systems Form Description

assignment
- General - Problem Management Problem Used to assign a problem
Investigation assignee to investigate the
problem.
- General - Problem Management Solution Database Used to assign a solution entry
to the solution assignee for
completeness and verification.
- General - Purchase Requisition Purchase Requisition Used to assign a purchase
requisition.
Incident Incident Management Incident Used to assign an incident
Owner ! User Service Restoration owner for an incident.
! User Service Request
! Infrastructure Restoration
! Infrastructure Event
Infrastructure Change Management Infrastructure Used to assign a change
Change Change assignee for an infrastructure
Assignee change.
Infrastructure Change Management Infrastructure Used to assign a change
Change Change manager for an infrastructure
Manager change.
Problem - Problem Management Known Error Used to assign a problem
Manager manager to a known error.
Problem - Problem Management Problem Used to assign a problem
Manager Investigation manager to a problem
investigation.
Solution Problem Management Solution Used to assign a solution
Manager database entry.
Task Assignee Task Management System Task Used to assign a task to the task
implementer.
Unavailability Asset Management Unavailability Used to define CI
Assignment Update unavailability.
Group assignment ! 239

Automatic assignment to individuals

In addition to configuring group assignment, you can use predefined
assignment processes provided with ITSM that use the Assignment Engine
for automatic assignment to individuals. Advanced administrators can also
define custom individual assignment information for the Assignment
Engine.
For more information about configuring the Assignment Engine for
assignment to individuals, see the BMC Remedy Action Request System 7.0
Configuring guide.

Chapter
13 Pager notification configuration
Paging notification forms define how a pager is contacted.

! Country code option (page 242)
! Numeric pager prefix (page 243)
! Pager service (page 244)
Pager notification configuration ! 241

Country code option

The country code option is used to map area codes to dialing codes for use
when notifications are generated and sent to pagers. You can set the dialing
feature to use the country code, or you can define the dialing feature so that
it does not use the country code for specified area codes.
" To create country codes

Configuration tab.
2 From the Application Settings list, choose Foundation > Notification Engine
> Country Code Option, then click Open.
The Configure Country Code Option form appears.
3 Enter an area code.
4 Select whether this area code should be dialed using country codes.
Figure 13-1: Configure Country Code Option form
242 "Chapter 13—Pager notification configuration

Configuration Guide
6 Click Save.
Note: To modify a country code option, select it, modify the information,
then click Save. To delete a country code option, select it, select Delete for
the Status, then click Save. Then choose Actions > Delete in BMC Remedy
User, or click the Delete button below the results list in a browser.
Numeric pager prefix

The numeric pager prefix defines the page.
" To create a numeric pager prefix

Configuration tab.
> Numeric Pager Prefix, then click Open.
The Configure Numeric Pager Prefix form appears.
4 Select the form name. For example, select the HPD:Help Desk form for
Incident Management.
5 In the Numeric Pager Prefix field, enter information to define the page, such
as the number 11 to indicate that the page is related to an incident.
Figure 13-2: Configure Numeric Pager Prefix form
Numeric pager prefix ! 243

6 Click Save.
In the preceding example, users who are set up to receive application
notifications on a numeric pager receive the prefix specified in the Numeric
Page Prefix field if the notification is generated from the HPD:Help Desk
form. This prefix is sent only if the notification is generated automatically
from the application. It is not used for manual pages from the Incident form.
Note: To modify a numeric pager prefix, select it, modify the information,
then click Save. To delete a numeric pager prefix, select it, select Delete for
the Status, then click Save. Then choose Actions > Delete in BMC Remedy
User, or click the Delete button below the results list in a browser.
Pager service
You must define notification methods because different pager services have
different notification methods. To complete this information accurately, see
the documentation for the paging software that your organization uses.
" To configure a pager service

Configuration tab.

Configuration Guide
> Pager Service, then click Open.
The Pager Service Provider Configuration form appears.
Figure 13-3: Pager Service Provider Configuration form
3 To add an entry for the list on the Pager Service Provider field on the
Notifications tab of the People form, enter the pager service provider menu.
4 Enter the pager service provider.
The paging software that you use should have an entry for each of the
providers that are created within this form. See the documentation provided
by your paging software to determine how to set up the pager provider
parameters.
5 Select the pager parameter requirements.
6 Set the pager type.
Pager service ! 245

7 The Run Process Command field is used to pass information to the paging
software. The Run Process Command field and flag fields are used to build a
statement. An example command is:
d:\telalert\telalrtc –host 192.168.0.20 –pin <pager pin number>
-m “This is the message” –c PageMartSNPPTextPager.
In this example, –host 192.168.0.20 specifies the host IP address of the

paging server. The information after each flag is passed by the notification
engine to the paging software.
8 Enter the paging flags and the pager email suffix.
Each paging software application requires different flags, such as Pin,
Provider, and Message. Usually, Pin is -pin, Provider is -c, and Messages are
-m.
9 Copy the paging software client to your AR System server so that the run
process command can be executed. A symbolically linked directory can also
handle this.
Note: To modify a pager service configuration, select it, modify the

information, then click Save. To delete a pager service configuration,
select it, select Delete for the Status, then click Save. Then choose Actions
> Delete in BMC Remedy User, or click the Delete button below the
results list in a browser.

Chapter
14 Asset Management
configuration
This section covers configuration features that are specific to Asset

Management.
! Advanced Options (page 248)
! Approval Process for CI Configurations (page 268)
! CMDB Class Manager Console (page 270)
! Asset Reconciliation Configuration Console (page 270)
Asset Management configuration ! 247

Advanced Options
This section describes how to configure the Asset Management advanced
options. This section includes the following topics:
! “Rules” on page 248
! “Asset Management settings” on page 250
! “Bulk CI Reorder Level and Lead Time Specification” on page 253
! “CI Deletion” on page 255
! “CI Depreciation Criteria” on page 256
! “CI Notifications” on page 258
! “CI Unavailability Status” on page 261
! “Configure License Management” on page 262
! “Sync Asset UI with CMDB” on page 265
! “Unavailability Priority” on page 267
Rules
You use the Configure CI Rules form to configure the method of assignment
used to automatically select an Assignee (not the Assigned Support Group,
but the individual within the Group) for Purchase Requisitions in Asset
Management. Each company defined in the Company form can have its own
assignment rules.
You can configure assignment for one company, or you can define it for all
companies using the Global option. When Asset Management uses
assignment, for example, when assigning a purchase requisition for
assignment, the Assignment Engine checks the assignment rules for the
requester’s company. If no rules are found, it uses the rules defined for
Global.
248 "Chapter 14—Asset Management configuration

Configuration Guide
" To configure assignment for Asset Management

Configuration tab.
2 From the Application Settings list, choose Asset Management > Advanced
Options > Rules, then click Open.
The Configure CI Rules form appears.
Figure 14-1: Configure CI Rules form
3 From the Company list, select the company for which you want to configure
assignment, or select the Global option.
Selecting Global configures assignment for all companies.
4 To enable assignment, select Yes for Assignment Engine Integration.
Advanced Options ! 249

5 From the Assignment Process list, select the default process for the
assignment. The options are:
! Capacity—Capacity in the assignment engine is a ratio-based assignment
method.
For example, you have two assignees, Assignee A and Assignee B. In the
People form, there is a field to set up a capacity number for a person. You
can use any number. For example, if you assign Assignee A the number
100 and Assignee B the number 200, Assignee B can handle twice as many
assignments as Assignee A. The assignment engine assigns records (for
example, purchase requisitions or tickets) to Assignee A every time two
records have been assigned to Assignee B.
Specify the capacity for each support staff person in the Capacity Rating
field on the people form. For more information, see “Creating a support
! Number—Tracks the number of tickets assigned to the person. The
number assignment process selects the person with the least number of
tickets already assigned.
! Round Robin—Tracks the last time the person received an assignment.
The round robin assignment process selects the person who was least
recently assigned an incident.
6 For Status, select Enabled.
7 Click Save.
Asset Management settings

You use the Asset Management Settings form to configure what happens
when a configuration item is saved in a particular dataset. These settings
include setting the sandbox and production datasets.
Understanding the sandbox and production datasets

When there are multiple sources of updates to the CMDB, there must be
some control on how that data is getting updated. Without control, the
CMDB can end up loaded with unintended data, and will not provide the
correct picture of your infrastructure. BMC Atrium CMDB and Asset
Management provide an underlying mechanism to control how your
production data gets updated. This mechanism is the sandbox dataset.

Configuration Guide
In the Asset Management settings, you define what sources of updates have
the most appropriate information to load into the production data.
If you enable the sandbox dataset is enabled, data flows through a temporary
storage area, and then runs through the Reconciliation Engine, to determine
what attributes being modified by the user should be modified into the
production data.
Important: This means that when Asset Management users create a CI, some
attributes might be different in the production dataset, if the CI is created
in another source that is configured with a higher precedence.
For more information about the sandbox dataset, also referred to as an

overlay dataset, see the BMC Atrium CMDB 2.0 Concepts and Best Practices
Guide.
Configuring Asset Management settings
" To configure Asset Management settings

Configuration tab.

Options > Asset Management Settings, then click Open.
The Asset Management Settings form appears.
Figure 14-2: Asset Management Settings form
3 To show the current settings, click Show Settings.

4 From the Action on CI Submit, select one of the following options:
Modify Individual—Closes the CI form, then reopens it in modify mode.
None—The CI form remains open in submit mode after the CI is submitted.
5 From the Dataset Name list, select the default dataset for the application. If
you are also using a sandbox dataset, select the production dataset.
6 From the Sandbox Dataset Name list, specify the sandbox dataset.
Important: If multiple sources of data provide updates to the CMDB, you

must specify a sandbox dataset.
This dataset is used to stage updates to a production dataset. You are required
to use reconciliation rules to move the data to production.

Configuration Guide
Important: If you change the production or sandbox datasets on this form,

in the Reconciliation Engine you must update the underlying
reconciliation rules “BMC Asset Management – Sandbox” to use the new
datasets. Without this change, the data will not be able to be reconciled to
the new production or sandbox datasets.
If you use a sandbox dataset, Asset Management users cannot set their
application preferences to display the CI immediately after creating it.
1 If the sandbox dataset is used in a development-to-production environment,
select Yes from the Sandbox Enabled list.
2 From the Server Date Format list, select the date format to use when
calculating CI depreciation dates.
This setting must match the date format on the AR System server. If you
change this setting, you must restart your AR System server.
3 To save the settings, do one of the following steps:
! If you are saving the settings for the first time, click Add.
! If you are modifying existing settings, click Modify.
Bulk CI Reorder Level and Lead Time Specification

The Bulk CI Reorder Level and Lead Time Specification configuration
feature applies to Asset Management and using CIs in Incident Management
and Change Management.
This configuration feature is used for bulk CI configuration. When using this
configuration feature, you can specify at what level (or quantity) a bulk item
for the specified categorization combination should be reordered. For
example, you might want to reorder printer cables when their quantity drops
to 20. In addition, the number of lead days needed to reorder that particular
bulk CI can also be specified on this form. This information is used to prefill
the Inventory Management form.

" To configure purchase reorder levels

Configuration tab.
Options > Bulk CI Reorder Level and Lead Time Specification, then click
Open.
The Configure Reorder Levels for Bulk Assets form appears.
Figure 14-3: Configure Reorder Levels for Bulk Assets form
3 From the Company field, select the company to which this reorder applies.
4 From the Categorization Tier lists, select the categorization of the CI you
want to reorder.
5 From the Base Unit list, select Case, Dozen, or Each.
6 Enter the Reorder Level.
This is the quantity at which you want to reorder this item.
7 Enter the Lead Time in Days.
This is the number of days it takes to reorder this particular item.
8 Click Add.

Configuration Guide
" To modify or delete purchase reorder levels

Configuration tab.
Options > Bulk CI Reorder Level and Lead Time Specification, then click
Open.
The Configure Reorder Levels for Bulk Assets form appears.
3 Click Select Existing.
A list of existing bulk item configurations appears.
4 In the Select Existing Reorder Level dialog box, select the item to modify or
delete, and click Select.
5 Do one of the following actions:
! Edit the fields you want to modify and click Modify.
! Click Delete.
CI Deletion
When you use the following procedure to delete CIs, they are not removed
from the database. The BMC Atrium CMDB reconciliation process is used to
delete a CI from the database. For more information about reconciliation, see
the BMC Atrium CMDB 2.0 Concepts and Best Practices Guide and the
BMC Atrium CMDB 2.0 Installation and Configuration Guide.
" To delete CIs

Configuration tab.

Options > CI Deletion, then click Open.
The Delete CI form appears.
Figure 14-4: Delete CI form
3 Before you delete a CI, you can view the CI and its relationships to other CIs.
! To view a CI, select the CI and click View. The CI form appears. After you
view details of the CI, click Close.
! To view the relationship of a CI to other CIs, select the CI and click CI
Relationship Viewer. The CI Relationship Viewer appears. After you view
the CI relationships, click Close.
4 From the CI Marked for Deletion table, select the CIs you want to delete, and
click Delete Selected CIs.
The CIs disappear from the list of CIs marked for deletion.
CI Depreciation Criteria
The CI Depreciation Criteria Configuration feature applies only to Asset
Management.
This configuration feature enables you to define the default depreciation

method to be used for a specific CI categorization, including CI type, region,
and status.

Configuration Guide
" To configure depreciation criteria for a specific CI categorization

Configuration tab.
Options > CI Depreciation Criteria, then click Open.
The Configure Depreciation Criteria form appears.
Figure 14-5: Configure Depreciation Criteria form
3 From the CI Type list, select the CI type this criteria depreciation is for.
If you select a CI Type of Computer System, LPAR, Mainframe, or Virtual
System, the Primary Capability list becomes available.
4 From the Primary Capability list, optionally, select the primary capability of
the CIs for which you are configuring depreciation.
For example, choose whether this depreciation that applies to CIs that are
primarily routers, access servers, or mobile user devices.
5 From the Company list, select the company that contains the CIs you want
to configure depreciation for.

6 Using the Categorization Tier lists, categorize the CI to which this

depreciation applies.
7 In the Region field, optionally enter or select a region.
8 From the Status list, select Active or Inactive for this depreciation criteria.
9 From the Method list, select the depreciation method to use for this category
of CIs.
For more information about depreciation methods, see the BMC Remedy
Asset Management 7.0 User’s Guide.
10 In the Useful Life (months) field, enter the number of months this category
of CIs is expected to be in use.
11 In the Salvage Value % (% of Purchase Cost) field, optionally enter the
estimated percentage of the total purchase cost that this category of CIs will
realize at the end of its useful life.
12 Click Add.
" To modify or delete depreciation criteria for a category of CIs

Configuration tab.
Options > CI Depreciation Criteria, then click Open.
3 Click Select Depreciation Criteria.
4 In the Select Depreciation Criteria dialog box, select a category of CIs to
modify or delete, and click Select.
The category of CIs appears in the Configure Depreciation Criteria form.
5 Do one of the following steps:
! Edit any of the fields and click Modify.
! Click Delete to delete the category of CIs.
CI Notifications
The CI Notifications feature applies only to Asset Management.
You use this feature to configure CI notifications so that when a CI’s status is
set to a particular option, the person who uses, manages, or supports (and so
on) the CI is notified.

Configuration Guide
When the status code for a CI changes, the status code value is automatically
compared with the contents of the Configure CI Notifications form.
When a match is found, the appropriate person on the CI is notified of the
status change. The notification is sent by the method specified in the People
form.
Click Select Notifications to view the list of all combinations of CI
notifications stored in the Configure CI Notifications form.
" To create CI notifications

Configuration tab.
Options > CI Notifications, then click Open.
The Configure CI Notifications form appears.
Figure 14-6: Configure CI Notifications form
3 From the CI Status list, select a status.

4 From the Who to Notify list, select who should be notified based on whether
they own, support, or created (and so on) the CI.

5 From the CI Type list, select the type of CI this notification is based on.
For example, if you select a CI Type of Computer System, then the
notification applies only to computer systems.
6 Optionally, you can further restrict the notification based on company and
product categorization by performing the following steps:
a From the Company list, select the company to which the CI belongs.
b From the Categorization Tier lists, select the categorization structure of
the CIs you want to flag for notification.
c Select a Product Name and product Model/Version.
7 Click Add to create a notification for this CI categorization combination.
8 Repeat the procedure to create notifications for each combination of CI
status and person who should be notified.
" To modify or delete CI notifications

Configuration tab.
Options > CI Notifications, then click Open.
The Configure CI Notifications form appears.
3 Click Select Notifications.
A list appears containing the various notification combinations configured
for your site (including default notifications).
4 In the Select Existing Notification dialog box, select the notification to
modify or delete and click Select.
The selected notification information is added to the form.
5 Do one of the following actions:
! Edit any of the fields and click Modify.
! Click Delete to delete the notification.

Configuration Guide
CI Unavailability Status
This feature is used to configure whether a CI is determined to be down or
up, depending on its status. For example, if a CI is being assembled, you
might want to configure it to be down while it is in production.
" To configure the unavailability status for a CI

Configuration tab.
Options > CI Unavailability Status, then click Open.
The Configure CI Outage form appears.
Figure 14-7: Configure CI Outage form
3 From the CI Status list, select the CI status for which you want to configure
unavailability.
4 From the Outage Definition list, select Down or Up.
5 Click Add.

Configure License Management

For your software CIs to be processed by the License Management engine,
you must configure some software license management rules. These rules are
used by the License Management engine to determine what should happen
when a CI from a specified software CI class is discovered and does not have
an associated contract.
You use the License Management Engine Configuration form in the
Application Administration Console to configure these rules. You can define
whether exceptions should be created when a CI is discovered without an
associated contract, and who should be notified of this event.
" To configure software license management rules

Configuration tab.

Configuration Guide
Options > Configure License Management, then click Open.
The License Management Engine Configuration form appears.
Figure 14-8: License Management Engine Configuration form
3 From the Status list, select Enabled to enable the rule.

4 From the Company list, select the company that uses this rule. Select Global
to define the rule for all companies.
5 From the Repository list, select which data repository the License
Management engine should use to look up product categorization matches.
Note: Only DSL is supported.
6 From the DatasetID list, select the name of the dataset to which this rule
applies. If left blank, the rule applies to all datasets.

7 In the Description field, enter a short description of the rule.

8 If you are creating a new configuration, you must save the configuration and
then reopen the form as follows before you can continue.
a Click Save.
The form closes and reopens in New mode.
b To change to Search mode, click the New Search toolbar icon on BMC
Remedy User, or the Search button on the form in a browser, then click
Search.
c From the results list, select the appropriate configuration.
9 To create an exception record for CIs identified by the License Management
Engine as not having an associated contract, perform the following steps:
a From the Create Exception list, select Yes.
b To notify the configured support group when a CI exception is created,
from the Notify Group list, select Yes.
c From the Support Company, Support Organization, and Group lists,
select what company, organization, and group should be notified when an
exception is created.
Note: Exception records are created only for CIs of the types and classes listed
in the List of CI Classes table when they are processed by the License
Management Engine.
10 Click Save.

Configuration Guide
11 From the List of CI Classes table, create a relationship to the CI classes that
the License Management Engine should process.
To do this:
a Click Add.
The License Management Include Class dialog box appears.
Figure 14-9: License Management Include Class dialog box
b From the Status list, select Enabled.

c From the CI Type list, select the CI class for the License Management
Engine to process, and click Save.
The class is added to the table.
Note: By default, all software CI classes are included for Global.
Sync Asset UI with CMDB

This feature is used to synchronize the Asset Management forms with BMC
Atrium CMDB.
" To synchronize Asset Management forms with BMC Atrium CMDB

Configuration tab.

Options > Sync Asset UI with CMDB, then click Open.
The Sync Asset UI with CMDB form appears.
Figure 14-10: Sync Asset UI with CMDB form
3 Click Search, then select the Asset Management form to synchronize with
BMC Atrium CMDB.
4 If you want to create an Asset Management form, enter the form name in the
Schema Name field.
5 In the Update Changes From Date field, optionally enter the starting date and
time for the changes to be updated. Leave blank to include any changes that
occurred after the last update.
6 In the Has Asset UI field, select Yes to make the class available in Asset
Management.
7 In the Proper Name field, enter the name to appear in Asset Management
forms.
8 Click Update Asset UI or Update ALL.

Configuration Guide
Unavailability Priority
This feature is used to configure the priority of a CI unavailability record
based on the unavailability class (Incident or Change) and type (scheduled or
unscheduled).
The Company field on this form is disabled to allow for a global priority
mapping only.
" To configure unavailability priority

Configuration tab.
Options > Unavailability Priority, then click Open.
The Configure CI Unavailability Priority form appears.
Figure 14-11: Configure CI Unavailability Priority form
3 From the Unavailability Class list, select Incident or Change.

4 Select the unavailability type for which you are configuring the priority from
the following options:
! Scheduled Full—This indicates plans to take a CI out of service, typically
during a scheduled change.
! Scheduled Partial—This indicates plans to change the CI, but not to take
it out of service. The CI performance will suffer some degradation during
the duration of the change.

! Unscheduled Full—The CI is experiencing a complete service outage that

was not planned.
! Unscheduled Partial—The CI is experiencing a service degradation that
was not planned.
5 From the Priority list, select a priority.
6 For Status, select Enabled.
7 Click Save.
Approval Process for CI Configurations

This feature is used to configure the default criteria for approving
configurations. If Change Request is installed, the application creates a
change request for the configuration and sends notification. Otherwise, the
application sends notification.
For example, if you define the approval process for company A on this form,
when you create a configuration from the Manage Configurations link in
Asset Management for company A, the application sends the request for
approval to the group or individual specified to approve configurations for
that company.
" To configure the approval process for configurations

Configuration tab.

Configuration Guide
2 From the Application Settings list, choose Asset Management > Approval >
Approval Process for CI Configurations, then click Open.
The Configure Approval Process for Configurations form appears.
Figure 14-12: Configure Approval Process for Configurations form
in your browser.
4 From the Company field, select the company whose approval process you
want to configure.
5 To configure a separate approval process for a specific region, site group, or
site, make the appropriate selections.
6 From the Group Notifications and Individual Notifications lists, select the
group or individual to notify to approve configurations.
Approval Process for CI Configurations ! 269

7 If Change Management is installed, you must also configure the change

request generated for a new configuration:
! If there is an appropriate change template, select it. The change template
indicates the change timing, impact, urgency, risk level, and lead time.
! If you do not select a change template, you must select the change timing,
impact, urgency, and risk level. Optionally, you can specify the lead time
to indicate the number of hours of preparation required before a change
can be scheduled for implementation.
Note: Risk Level 1 is the highest risk and Risk Level 5 is the lowest.
8 Click Save.
CMDB Class Manager Console

You can use the CMDB Class Manager Console to view and manage the data
model. The classes you view represent CIs and relationships. To access this
function, from the Application Administration Console, choose Asset
Management > CMDB Class Manager Console > CMDB Class Manager
Console, then click Open. For detailed information about this console, see
the BMC Atrium CMDB 2.0 Installation and Configuration Guide.
Asset Reconciliation Configuration Console

Asset Management uses the Reconciliation Engine to:
! Reconcile the sandbox dataset against the production dataset if you
configured a sandbox dataset, as described in “Asset Management
settings” on page 250.
! Delete CIs that you selected to be deleted, as described in “CI Deletion” on
page 255.
You can configure the Reconciliation Engine from the Asset Administration
Console. To access this function, choose Asset Management > Reconciliation
Engine > Asset Reconciliation Configuration Console, then click Open.
For details, see the BMC Atrium CMDB 2.0 Installation and Configuration
Guide.

Chapter
15 Change Management
configuration
This section covers configuration tasks that are specific to Change

Management.
! Approver mappings—configuring approvers (page 272)
! Change risk selection (page 278)
! Change templates (page 284)
Change Management configuration ! 271

Approver mappings—configuring approvers

This section describes how to configure approver mappings to work with
Change Management. You set up approvers for changes, service requests,
purchase requisitions, and so on, in the Approver Mappings form. One of the
following permissions is required to access this form.
! Infrastructure Change Master
! Contact Organization Admin
! Contact Support Admin
! Requester Console Master
You use the Approver Mappings form to set up support staff as approvers per
approval phase for changes based on various criteria (such as company,
organization, site, product, and so on).
Figure 15-1: Approver Mappings form configured for change approval
272 "Chapter 15—Change Management configuration

Configuration Guide
The Approver Mappings form is used to set up approvers in Change

Management.
You can also set up individual and group approvers in the People form and
the Support Group form, respectively. For more information, see “People
information” on page 134 and “Creating support groups” on page 178.
" To create approvals for support staff

Configuration tab.
2 From the Application Settings list, choose Change Management > Approval
> Approval Mappings, and then click Open.
The Approver Mappings form appears.
You use this form to map the approvals for support staff on various
applications.
3 In the Approval For field, select Individual or Group to create the
appropriate approver type.
Depending on which approver type you select, the form reappears with
different fields to map:
! If you select Individual, enter the person’s first and last name. If you enter
a last name and press ENTER, the People Search dialog box appears. You
can use this dialog box to select a specific person.
! If you select Group, select the group’s company, organization, and group
name.
! If you select Inherent Group/Role, select the inherent group and
functional role.
The Inherent Group menu lets you select a group specified on the
Infrastructure Change form to be the Approval group, for example,
Change Assigned Group. The Functional Role menu lets you select a
functional role for the approval, for example, Infrastructure Change
Assignee. These roles create individual approval entries for all people who
have that functional role. You can use the Inherent Group and Functional
Role menus combined to limit the individual approval entries to the
Inherent Group.
Approver mappings—configuring approvers ! 273

4 In the Assignment Availability field, select the availability of a group or

individual approval for approvals.
Selecting No prevents all generation of approvals for the group or individual.
Existing approvals are not affected.
5 In the Approval Indicator field, select the approval mapping to create for the
respective application.
The options are:
! Change
! Service Request
! Purchase Requisition
! Service Catalog Offering
After you select an approval indicator, the form reappears, containing only
those mapping fields that are appropriate for your application.
6 In the Phase Name field, select which approval phase needs mapping in the
application.
A list of all available approval phases appears. By default, the only phases that
appear are global.
But if you create additional companies, their approval phases are displayed
as well. Approval phases are used to define when the approval is required
during the life cycle of the approval indicator record. The following
descriptions describe the approval phases included with Change
Management:
! Business Approval—Occurs when the change is placed in Request for
Change status. When approved, the change is placed in Planning In
Progress status. If no approvers are defined, the change remains in
Request for Change status and requires the Change Manager or Change
Assignee to move the change forward.
! Business Approval – No Impact—Applies only to changes with a timing
setting of No Impact and begins at a change status of Request for Change.
When approved or there are no approvers, the change is set to Scheduled
status. This phase is primarily used for no impact changes.

Configuration Guide
! Close Down Approval—Occurs when the change is placed in Completed

status with a status reason of Final Review Required. When the change is
approved, the status reason is automatically updated to Final Review
Complete. If no approvers are available, the status reason remains as Final
Review Required.
! Implementation Approval—Occurs when the change is placed in
Scheduled for Approval status. When approved or when there are no
approvers, the change is set to Scheduled status.
! Review—Occurs when the change is placed in Request For Authorization
status. When approved, the change is placed in Request for Change status.
If no approvers are defined, the change remains in Request for Change
status and requires the Change Manager or the Change Assignee to move
the change forward.
After you select a phase, the Phase Company field is automatically filled with
the corresponding company.
7 In the Level field, enter a number to determine the order in which the
approvers are defined.
Approvers who are assigned lower numbers approve changes before those
who have higher numbers.
8 In the Description field, enter text to describe the approval mapping.
9 Use the following additional mappings as needed:
! The Impacted Area/CI tab is used to map approvers to the change’s
impacted areas. You can also map approvers to the CIs associated with the
change.
Figure 15-2: Approver Mappings form—Impacted Area/CI tab

! The Categorization tab (if Asset Management is installed) is used to map

approvers to services specified in the change and product categorizations
of the CIs associated with the change. If there are no CIs associated with
the change, then the product categorization specified on the Change form
is used for the mapping.
Figure 15-3: Approver Mappings form—Categorization tab
! The Role tab is used to map approvers based on the support groups
defined within the change.
Figure 15-4: Approver Mappings form—Role tab

Configuration Guide
! The Advanced Criteria tab is used to map approvers based on specific

criteria:
Figure 15-5: Approver Mappings form—Advanced Criteria tab
You can use the Notify if Risk >= field to set up notification-only
approvals based on risk level. These are courtesy notifications that do not
require the recipient to perform any action. You can also use the Approve
if Risk <= field to set up approvals based on risk level. If no values are
specified, the approval is generated for any risk level.
Note: Risk Level 1 is the highest risk and Risk Level 5 is the lowest.
These two fields work in conjunction with each other. If you select
Approve if Risk <= Risk Level 2, the Notify if Risk >= field is automatically
set to Risk Level 3. The support staff person is required to approve all
normal changes that have a Risk Level of 1 or 2 prior to implementation.
In addition, he or she is notified of similar changes with a Risk Level of 3
or 4.
10 Click Save.

Change risk selection

As a Change Management administrator, you can create risk factors based on
weighted answers to questions and on data derived from the Change
Management application. Each question can carry its own risk weight and
each answer can carry its own risk values. Change supervisors use these risks
to determine how much the change request impacts their company. Armed
with this information, they can plan and schedule their changes accordingly.
Creating risk factor questions

You can create a collection of questions (risk factors) with answer choices
and predetermined risk values associated with each answer choice. Your
answers to these questions enables you to compute a more detailed risk value
based on a set of specific circumstances rather than simply choosing one of
the predefined risk levels.
Figure 15-6: Creating a risk factor

Configuration Guide
When you create risks, include all the questions that your company needs
answered to complete a change request. These questions typically involve
time, cost, number of people involved, and so on.
These questions then appear in the Risk Assessment Questions dialog box
that is accessed from the Classification tab of the Infrastructure Change form.
The responses of the user are recorded and associated with the change entry.
" To configure new risk factor questions

Configuration tab.
2 From the Application Settings list, choose Change Management > Risk
Factors > Change Risk Selection, then click Open.
The Risk Factors Configuration form appears.
3 In the Company field, select a company.
The company you select appears in the Change Location section of the
Infrastructure Change form. You cannot configure a new set of risk questions
for a company that already has an existing risk configuration entry. To
modify a risk configuration, search for its entry and view it.
4 Click Add.
Figure 15-7: Risk Factors Template form
Change risk selection ! 279

The Risk Factors Template form appears. You use this form to create a
question, possible answers, display sequence, and weighted risks that are
specific to your company policy.
5 In the Risk Factor field, enter a question suitable for your company’s policies,
for example: Must this change be performed during business hours?
6 In the Risk Weight field, select a value from 1 (highest) to 5 (lowest).
You should select risk weights that indicate how significant the risk is to the
change request. These values are predetermined in the
CHG:ChangeRiskRanges form, and you cannot modify them.
7 In the Display Sequence field, select the sequence order to display your
question in the Risk Assessment Questions dialog box.
You can create as many questions as necessary. The Risk Assessment
Questions dialog box shows a maximum of five questions at a time.
8 In the Menu Label field under Answer Choices, define the set of possible
answers to display for your question.
Here you create the predefined answers that are suitable for your question:
! Yes and No
! Numerical range (for example, 0, less than 5, and so on)
! Menu choices
The only limitation is that the number of answer choices cannot exceed five.
9 In the Risk Value field, select the value to assign to your answer.
You should select risk values that indicate how likely the risk is to occur. The
higher the number you select, the higher the risk is for your change. Make
sure you understand clearly the relative values of the answers as they apply to
the overall “weight” of the question itself.
If you create an incorrect sequence of labels and risk values, you can use
Delete to remove the answer choices then reenter them.
10 Use the Menu Sequence field to specify the order in which the answers to
your question appear in the Risk Assessment Questions dialog box.
You enter a number and then click Add/Modify.

Configuration Guide
11 Click Save.
The Risk Factors Template form closes, and your question appears in the
Risk Factors Configuration form.
Figure 15-8: Risk Factors Configuration form
12 To add additional questions, repeat steps 4 through 11.

13 In the Questions Per Page field, enter the number of questions to display in
the Risk Assessment Questions dialog box.
The maximum number is 5. If you create 10 questions, the first 5 you define
in the sequence are displayed to users. After those questions are answered, the
next set of questions appears.

Creating derived factors

You can create a collection of risk factors that can be derived from data pre-
existing in the Change Management application, for example, the priority of
associated CIs, or the performance rating of a manager or support group. The
risk values for the derived factors are recorded and associated with the change
request. This derived factor is calculated in the Performance rating field on
the Classification tab that rates the work done when the change request is
completed.
Change Management includes four default types of derived factors:
! CI Priority (highest)
! Performance rating of Support Group
! Performance rating of Change Manager
! Service categorization
" To create derived factors

Configuration tab.
2 From the Application Settings list, choose Change Management > Risk
Factors > Change Risk Selection, then click Open.
3 The Risk Factors Configuration form appears in New mode.
4 In the Company field, select a company, and perform the search.
The existing risk configuration entry for your company appears.

Configuration Guide
5 Click the Derived Factors tab, then click Add.

The Derived Risk Factors template appears.
Figure 15-9: Derived Risk Factors Template form
6 In the Risk Factor Type field, select a type.

The options are:
! Derived—Derives risk from CIs with high priorities. The highest priority
of all associated CIs is recorded.
! Derived Rating—Derives risk based on performance of a manager or a
group. The stored performance rating of specific entities is recorded.
7 In the Description field, enter information that accurately describes the risk.
8 In the Risk Weight field, select a value from 1 (highest) to 5 (lowest).
You should select risk weights that indicate how significant the risk is to the
change request. These values are defined in the CHG:ChangeRiskRanges
form and administrators can modify them as needed.
9 In the Field Name field, select the field from the Infrastructure Change form
that the risk factor is derived from.
The options are:
! If you selected Derived factor type, you can select the CI Priority field from
the Infrastructure Change form.
! If you selected Derived Rating, you can select the Change Manager field or
the Support Group Name field from the Infrastructure Change form.

10 If you selected Derived Rating, select the Performance Rating option from
the Rating Field Name field.
11 Click Save.
Change templates
As an administrator, you can simplify the process of creating change requests
by creating change templates for change managers and change assignees. You
create change templates to quickly create standard changes. Here you can
create templates for any change request or task for users who regularly
perform preapproved changes that follow well-defined methods for specific
and repeated requirements, for example, Installs, Moves, and Add Changes
(IMAC). You can create as many templates as you want. But the best practice
is creating templates only for standardized processes that your users perform
on a frequent basis.
The values you configure in the Change Template form are used to add
information to the Change Request form.
Creating change templates

Only a change manager, or users with Change Master or Change Config
permissions, can create change templates for their support group. They can
modify or delete change templates for the authoring group.
" To create change request templates

Configuration tab.
2 From the Application Settings list, choose Change Management > Template
> Template, then click Open.

Configuration Guide
3 The Change Template form appears in New mode.

Figure 15-10: Change Template form
4 Open the form in Create mode (by pressing F2).

The Infrastructure Change Templates form appears in New mode.
5 After you configure all your settings, click Save to add your template to the
list of available change templates.
Modifying change templates

Only the change manager, or users with Change Master or Change Config
permissions, of a company’s support group can modify change templates for
the authoring group.
Change templates ! 285

" To modify change request templates

Configuration tab.
The Change Template form appears.
3 Switch the form to search mode.
4 Enter the search parameters to find the template to modify, then click Search.
A list of templates appears.
5 Select a template to modify from the list.
6 Modify the template as needed.
Users can only modify templates where they belong to the authoring group.
7 Click Save.
Deleting change templates

Only the change manager, or users with Change Master or Change Config
permissions, of a company’s support group can delete change templates for
the authoring group.
" To delete change request templates

Configuration tab.
3 Switch the form to search mode.
4 Enter the search parameters to find the template you want to delete, then
click Search.
A list of templates appears.
5 Select the template to delete.
Users can only delete templates where they belong to the authoring group.

Configuration Guide
6 Delete the template using one of the following methods:

! Change to Status field value to Delete and then save the change template.
! If you are a user with AR Admin permissions, choose Actions > Delete in
BMC Remedy User, or click the Delete button below the results list in a
browser.
Classification settings
The values you specify in a change templates’s Classification tab are used to
add information to the corresponding Classification tab in the Infrastructure
Change Request form. The Classification tab is used to describe the change
and show which products or services are affected by the change. The Change
Type, Timing, Impact, and Urgency values are required before a change can
be submitted. Selecting these values automatically determines the Risk Level
and Lead Time for the change.
" To configure classification settings

Configuration tab.
3 In the Template Name field, enter a name for the template.
4 In the Status field, select an appropriate status level for this template.

5 Click the Classification tab.
Figure 15-11: Change Template form—Classification tab
6 In the Change Type field, select an area for the change request, for example,
Release.
7 In the Timing field, select the timing impact of the change request.
Timing specifies the relative urgency of the change, so that the approvers can
assess its magnitude:
! Emergency—Resolves an incident or problem deemed critical to the
business continuity where a work-around is not sufficient. Emergency
changes require approval by the CAB.
! Expedited—Enterprise-wide impact with an associated risk. Expedited
changes require approval by the CAB.
! Latent—Change that has already been performed (for example, if a task
implementer is assigned to replace the hard drive on a PC and then decides
to upgrade the memory while the box open is open) and requires approval
after the fact. Latent timing automatically sets the request status to
Completed after you save the change request.
! Normal—Standard change (for example, a PC upgrade) that is typically
pre-approved and requires only approval by the Change Manager. The
default value is Normal.
! No Impact—Has no impact on the infrastructure and requires no
approval.

Configuration Guide
8 In the Impact field, select an impact level for the change request, for example,
1-Extensive/Widespread.
9 In the Urgency field, select a level of urgency for the change request, for
example, 1-Critical.
10 In the Priority field, select a priority according to the urgency of the change
request, for example, Medium.
11 In the Risk Level field, select a value.
Risk Level 5 is the highest risk and Risk Level 1 is the lowest.
12 In the Lead Time field, enter the number of hours to add to the submit time
for the change request.
The lead time is used to calculate the earliest start date and time for the
change request.
13 In the Summary field, enter a brief description of the change request.
This information will be entered into the Summary field on the Change form.
14 In the Change Environment field, select what setting your change request
takes place in, for example, Production.
15 In the Change Reason field, select the reason why the change is happening,
for example, Upgrade.
16 In the Notes field, enter a detailed description of the change request.
17 In the Company field, select the name of the company for this change
request.
18 In the Region field, select the area of the company.
19 In the Site Group field, select the city of the company.
20 In the Site field, select the location of the company for this change request.
21 Click Save.

Categorization/process settings
The values you configure in a change template’s Categorization/Process tab
are used to add information to the operational and product categorization
sections of the Classification tab in the Infrastructure Change Request form.
! Operational categorization is based on a three-tier hierarchy defined in the
Operational Catalog Setup form. The Operational Categorization
Selection settings add information to the operational categorization fields
in the Classification tab of the Change Request form.
! Product categorization is based on a five-tier hierarchy defined in your
Product Catalog Setup form. The Product Categorization Selection
settings add information to the product categorization fields in the
Classification tab of the Change Request form.
For more information, see “Product catalog information” on page 194 and
“Operational catalog information” on page 204.
" To configure categorization/process settings

Configuration tab.

Configuration Guide
3 Click the Categorization tab.
Figure 15-12: Change Template form—Categorization tab
4 Select the appropriate operational categorizations for Tier 1, Tier 2, and

Tier 3.
Here you configure the three-tier hierarchy defined in your operational
catalog.
5 Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3,
Product Name, and Model/Version.
Here you configure the five-tier hierarchy defined in your product catalog. If
you do not see the appropriate product, continue to make selections in
product categorization until you see the appropriate product.
6 Click Save.

Assignment settings
The values you configure in a change templates’s Assignment tab are used to
add information to two sets of information in the Assignment tab of the
Infrastructure Change Request form:
! The Assignee Support Group settings fill the infrastructure change
assignee fields in the Current Assignment tab of the Infrastructure Change
Request form. Here you configure the support company, organization,
and group that the change request will be assigned to.
! The Implementer Support Group settings fill the infrastructure change
implementer fields in the Implementer Assignment tab of the
Infrastructure Change Request form. Here you configure the support
company, organization, and group that the change request will be
implemented by.
" To configure assignment settings

Configuration tab.
3 Click the Assignment tab.
Figure 15-13: Change Template form—Assignment tab

Configuration Guide
4 Specify Assignee Support Group settings as follows:

a In the Support Company field, select the company that the change request
is assigned to.
b In the Support Organization field, select an organization.
c In the Support Group Name field, select a group.
5 Specify Implementer Support Group settings as follows:
a In the Support Company field, select the company that the change request
is implemented by.
6 Click Save.
Relationships settings
The values you configure in a change template’s Relationships tab are used to
provide information for the Relationships tab in the Infrastructure Change
Request form.
Important: To specify a relationship type, you first must save the change
template. When you finish defining the change template, open the Change
Template form in search mode and locate your change template. You then
can configure the relationships settings.
" To configure relationships settings

Configuration tab.
3 Perform a search for the change template for which to create a relationship.

4 Click the Relationships tab.
Figure 15-14: Change Template form—Relationships tab
5 In the Request Type field, select Configuration Item.

6 Click Search.
The CI Relationships Search window appears.
7 Enter information in the search criteria tabs, then click Search.
The matching results are displayed in the CIs table.
8 Select the appropriate CI.
9 In the Relationship Type field, select the type of relationship to associate with
the change template, for example, Related to.
10 Click Relate.
When you finish creating the configuration item, a message confirms that the
new configuration item you created has been related to the change template.
11 Repeat steps 8 through 10 for all the CIs to relate to the change template.
12 Close the CI Relationship Search form.
13 Click Save.

Configuration Guide
Financials settings
The values you configure in a change template’s Financials tab are used to
provide information for the Financials tab in the Infrastructure Change
Request form.
" To configure financials settings

Configuration tab.
3 In the Change Template form, click the Financials tab.
Figure 15-15: Change Template form—Financials tab
4 In the Estimated Total Time field, enter the estimated time in hours to
complete the change request.
5 In the Budget Calculation Unit Type field, specify how to measure the cost.
6 Click Save.

Authoring for groups settings

The Authoring For Groups tab specifies which group can modify this
template. To modify the template, a person must meet the following
minimum requirements:
! They must have Change Config or Change Master permissions, or they
must have the Change User permissions plus the Change Manager
functional role.
! They must be a member of the support group.
" To configure authoring for groups settings

Configuration tab.
3 Click the Authoring For Groups tab.
Figure 15-16: Change Template form—Authoring For Groups tab
4 Select the authoring company, organization, and group.

5 Click Save.

Configuration Guide
Updating the support groups

You can give other support groups the permission to use this change
template. These groups cannot modify or delete the template.
Important: To update support groups, you first must save the change
template. When you finish defining the change template, open the Change
Template form in search mode and locate your change template. You then
can configure the relationships settings.
" To update the support groups

1 In the Authoring For Groups tab, click Update.
The Add Support Group dialog box appears.
Figure 15-17: Add Support Group dialog box
2 Add or delete any support groups that you have permissions for.
3 Close the dialog box.
The information is updated in the Groups that use this template table.
Task Templates settings

The Task Templates tab specifies which tasks and task groups you can
include with this template. This functionality is especially useful for standard
changes, as you can include, for example, typical tasks used with change and
configuration management (CCM).

" To configure task templates settings

Configuration tab.
3 Click the Task Templates tab.
Figure 15-18: Change Template form—Task Templates tab
The tab shows tasks and task groups related to the template, along with any
child tasks of the selected task group.
! Select a task, then click View to display tasks already added to the template.
! Select a task, then click Remove to remove tasks from the template.
! Select child tasks, then click View to display these tasks.
4 Select a request type, for example, Task Template.

Configuration Guide
5 Click Relate to add a task or task group to your template.

The Select Template dialog box appears.
Figure 15-19: Select Template dialog box
6 Use the Type and Category fields to filter the list of tasks displayed.
7 Select a task or task group, then click Relate.
The task or task group is added to the template. If needed, you can click View
to display the template.
8 Close the dialog box.
9 Click Save.
Advanced Options
The following sections describe how to configure Change Management
advanced options.

Change calendar preference settings

You can configure and customize the following preference values and filter
choices in the CCM Change Calendar:
! Default settings in the Quick Filter dialog box
! Duration, global, and level settings of business events that appear in the
Change Calendar
! Amount of data that appears when a user scrolls through the Change
Calendar
" To configure the change calendar

Configuration tab.
2 From the Application Settings list, choose Change Management > Advanced
Options > Change Calendar, then click Open.
The CCM Calendar Administration form appears.
Figure 15-20: CCM Calendar Administration form

Configuration Guide
3 In the Change Requests area, enter information as needed in the following

fields:
! Change Status—State transition in the change request life cycle, for
example, Draft.
! Approval Status—State in change request life cycle that requires an
approval to move forward, for example, Pending.
! Risk Level—Relative risk associated with the change, from 5 (highest risk)
to 1 (lowest risk).
! Priority—Importance assigned to the change request.
! Company—Requests for a particular company. This field is especially
useful in a multi-tenancy environment.
! Region—Particular area of a company, for example, North or South.
For detailed information about these fields, see the BMC Remedy Change
Management 7.0 User’s Guide.
Quick filtering is activated by default for any user logging in to the calendar
for the first time. However, users can create their own customized search
preferences as needed. The filter settings which then appear are whatever
preferences the user has defined.
4 In the Business Events area, specify the default duration of events and change
requests displayed in the change calendar.
This is the time period that users see the first time they open their calendar.
You can display 5 or 7 days of business events and change requests. But in the
1 day view, only change requests are displayed.
5 Specify whether global events should be displayed.
This setting is helpful if your organization is acting as a service provider for
multiple companies. The global setting shows all business events.
6 Specify the level of business events.
Enter a number to determine which level of business events are displayed.
Each business event has a level attached to it.
! If you enter a level number, only the business events with that level are
displayed.
! If you do not enter a level, all business events are displayed.

Business events are ordered in the display from top to bottom with the lower
level events first.
7 Specify the service CI levels.
Enter a number to determine the maximum level at which the service CIs are
defined.
Service CIs are in a hierarchical structure as defined by the user’s company.
Users can specify the depth level to search, for example, depth level 2 means
search the specified CI, its children, and its grandchildren (in the hierarchy
tree) for all the related change requests. Service CIs that are assigned lower
numbers are processed before those that have higher numbers.
8 Specify any default print preferences for the calendar.
You can define page type and orientation for the calendar, as well as provide
a default title. The single quotation mark (') is illegal in the title string and
must not be used. (It causes JavaScript errors.)
9 Click the Server Properties tab.
10 Specify whether the Monthly View Colors should be enabled.
This setting can impact performance. When a large set of data is pulled from
the server and displayed, the Date-Picker must fetch all the data from the
server, compute the risks for each day, then display the month color-coded
by risk level. As a result, you might see slower performance in the server.
Color coding applies to the date headers at the top of the Change Request
chart as well as to the Date-Picker.
If you disable the Monthly View Colors, the Date-Picker redisplays all days
with a white background. After users log out and log back in, they no longer
see the days of the month color-coded by risk.
11 Click Save.
Users must log out and back in to activate the new preference settings.
Change prioritization
When a user selects the impact and urgency of a change request, Change
Management adds the numerical weights together to calculate the priority
weight and assign a descriptive priority, such as Critical.

Configuration Guide
The Change Prioritization form shows the prioritization formulas.
Important: If you change the weight for an impact or urgency level, or

change a priority weight range, you must reselect the impact or urgency in
the applicable prioritization formulas.
" To configure change prioritization

Configuration tab.
Options > Change Prioritization, then click Open.
3 The Change Prioritization form appears in New mode.
4 Search for the appropriate rule, then open it.
Figure 15-21: Example of change prioritization

5 Reselect the impact level from the Impact list.

The value of the impact weight is updated to the current value from the
CHG:CFG-Impact form.
6 Reselect the urgency level from the Urgency list.
The value of the urgency weight is updated to the current value from the
CHG:CFG-Urgency form.
7 In the Description field, you can enter a descriptive note.
8 Click Save.
9 Repeat steps 4 through 8 for each prioritization formula that contains a
changed impact weight or changed urgency weight.
Configuring change rules

You can configure the enforcement of specific rules for the Change
Management application, for example, if worklogs, change reasons, or
attachments are required.

Configuration Guide
You can also configure notification rules.
Figure 15-22: Example of a change management rule
In addition, you use the Configure Change Rules form to configure the
method of assignment to automatically select an Assignee (not the assigned
support group, but the individual within the group) for change requests in
Change Management. Each company defined in the Company form can have
its own assignment rules.
You can configure assignment for one company, or you can configure it for
all companies by using the Global option. When Change Management uses
assignment, for example, when it assigns a change request, the Assignment
Engine checks the assignment rules for the approver’s company. If no rules
are found, it uses the rules defined for Global.

" To configure change rules

Configuration tab.
The Change Configuration Rules form opens.
3 To modify an existing rule, search for the appropriate rule, then open it.
Note: Some change rules settings are automatically defined during

installation.
4 In the Company/Group Rule field, specify whether this rule applies to a

company or a group.
5 If this rule is for a company, select the company for which you want to
configure assignment, or select the Global option.
Selecting Global configures assignment for all companies.
6 In the Impacted Area Required field, specify whether change requests must
have an impact (for example, 4-Minor/Localized) defined as part of their
classification.
The options are No and Yes (the default setting).
7 In the Impacted Area For Requested By Organization field, select if change
requests will auto-generate an impacted area for the Requested By
Organization.
The options are No (the default setting) and Yes.
8 In the Impacted Area For Requested For Organization field, specify whether
change requests will auto-generate an impacted area for the Requested For
Organization.
The options are No (the default setting) and Yes.
9 In the Business Hours Selection field, specify whether to use company hours
or assignee hours to calculate times associated with change requests.

Configuration Guide
Important: You must perform the Business Hours Workdays and Business
Hours Holidays configuration tasks to set the company’s daily hours and
holidays, as described in “Business hours and holidays” on page 188.
10 To use the assignment engine to automatically assign change requests to

individuals, perform the following steps:
a Set Assignment Engine Integration to Yes.
b Select the appropriate Assignment Process.
The following table describes the available assignment processes:
Assignment Process Description

Capacity The capacity for each person is specified in the Capacity
Rating field on the People form. The assignment process
is a ratio-based method. For example, if person A has a
capacity of 100 and person B has a capacity of 200, person
B can handle twice as many tickets as person A; the
assignment engine assigns two tickets to B, then assigns
one ticket to A.
Number The People form tracks the number of tickets assigned to
the person. The number assignment process selects the
person with the least number of tickets already assigned.
Round Robin The People form keeps track of the last time the person
received an assignment. The round robin assignment
process selects the person who was least recently assigned
an incident.
For information about configuring the assignment engine, see “Assignment


11 In the Auto-close field, specify whether change requests are automatically

closed.
The options are No and Yes (the default setting).
12 If you specify that change requests are automatically closed, enter the
number of days a change request remains in the Resolved state before its
status is automatically set to Closed.
The default setting is 10.
13 In the Enforce Change Dependency field, select the level of enforcement that
applies to change dependencies.
The options are None, Warning (the default setting), and Error.
14 In the Enforce Global Blackouts field, select the type of enforcement applied
to time segments.
The options are None, Warning (the default setting), and Error.
15 In the Create Request on Submit field, select which action occurs when a
change request is submitted.
The options are No (the default setting) and Yes. If set to Yes, when a user
submits a change request, a corresponding request is created. The customer
can view this request, which indicates the change status, through the
Requester Console.
16 Enter information in any remaining optional fields.
17 Click Save.
Configuring notification rules

You can configure the rules in which the change manager and change
assignee are notified, for example, the change manager is notified when the
Status of a change request is set to Planning in Progress and the Status Reason
is set to Assigned.
" To configure notification rules

Configuration tab.
The Change Configuration Rules form appears.

Configuration Guide
3 Click the Notification tab.
Figure 15-23: Change Configuration Rules—Notification tab
Some notification rules are automatically defined during installation.

! You can select a rule, then click View to display it or modify it, if needed.
! You can select a rule, then click Delete to remove it.

4 Click Add.
The Notification Rules dialog box appears. You use this dialog box to create
new notification rules.
Figure 15-24: Notification Rules dialog box
5 Define the status of your new rule, for example, Proposed or Enabled.
6 Select the roles you want to notify, for example, Change Manager only.
7 Select which change state for which you want the notification sent, for
example, Draft.
Notifications to the Change Manager and Change Assignee are configured
out of the box only for the following change states: Request For Change,
Planning In Progress, Scheduled For Approval, Cancelled, Rejected, and
Completed.
8 (Optional) Select a status reason.
If you select the Planning In Progress state, you can include a status reason,
for example, Accepted. But not all changes states include status reasons.
9 Enter a helpful description of the new change rule, for example, the state that
triggers the notification.
10 Click Save.

Chapter
16 Incident Management
configuration
This section covers configuration features that are specific to Incident

Management.
! Decision tree configuration (page 312)
! Working with scripts (page 316)
! Incident Management templates (page 326)
Incident Management configuration ! 311

Decision tree configuration

A decision tree asks the user a series of questions and, based on the answers,
completes information for a new incident.
A decision tree is comprised of main branches and branches. It might also
include branch items. A main branch groups together branches and branch
items. Branches can group together branch items. The main branches are the
initial prompts or questions that the user sees. When a user selects a main
branch, the appropriate branches are displayed. For example, a user might
select “Is this a hardware issue?” and be prompted to select from workstation,
monitor, or printer issues. When the user selects a branch, the action is
performed and further branch items might be displayed. For example, if the
user selects printer issues, the incident might be categorized, and the user is
prompted to select from paper jams, low toner, or other printing issues.
Example of The following is an example branching structure for a decision tree:

branching
! Is this a hardware issue? (Main branch)
structure
! Is this a workstation issue? (Branch 100)
! Is the workstation unable to boot? (Branch item 101)
! No power? (Branch item 102)
! Is this a monitor issue (Branch 200)
! Does the display flicker excessively? (Branch item 201)
! No power? (Branch item 202)
! Picture appears incorrectly? (Branch item 203)
" To configure a decision tree

Configuration tab.
312 "Chapter 16—Incident Management configuration

Configuration Guide
2 From the Application Settings list, choose Incident Management > Decision
tree configurations > Decision Tree, then click Open.
The Decision Tree form appears. The form opens in New mode to create a
new decision tree. To modify an existing decision tree, select the appropriate
decision tree.
Figure 16-1: Example of a decision tree
3 If the decision tree applies to all companies, leave the default value of Global
in the Company field. Otherwise, select the appropriate company.
4 Enter a brief description in the Description field. If a system has more than
one decision tree, users select the appropriate decision tree by this
description.
5 If appropriate, select a locale.
Decision tree configuration ! 313

6 If the decision tree is not ready to be used, select a status of either Proposed
or Offline. When the decision tree is ready for use, change the status to
Enabled.
7 Click Save.
Note: You can create branches of the decision tree only after you save it.
8 Create main branches of the decision tree by performing the following steps
for each main branch.
Branch details, which specify the actions to complete the incident form, are
grouped under main branches:
a Click New Main Branch. The Branch Update dialog box appears.
b Type the question in the Branch Text field.
c If there are multiple main branches, type or select the appropriate sort
order. This controls the order in which the questions appear.
d Click Save to save the main branch.
9 Create branch details by performing the following steps for each branch
detail.
Branch details include both branches and branch items. A branch is attached
directly to a main branch. A branch item is attached to either a branch or
another branch item. A branch and a branch item both include a text prompt
and an action.
a Select the appropriate main branch, branch, or branch item.
b Click New Branch or New Branch Item. The Branch Update dialog box
appears.
c Enter the question or prompt in the Branch Text field.
d Enter or select the appropriate sort order.
Tip: If you leave gaps in the sort order, it is easier to insert branches later. For
example, if you give three branches sort orders of 100, 200, and 300, you
can later insert another branch at 150 without renumbering.

Configuration Guide
e Select the appropriate incident action type. You are prompted to specify
details for the action, as described in the following table.
Incident Details to specify Effect when branch or branch

action type detail is selected by user
None No details. No action is performed.
Template Select the incident template. The incident form is populated by
the incident template. For
information about templates, see
“Incident Management templates”
on page 326.
Categorization Select the appropriate service The incident form is populated
type, operational with the values that you specify
categorization, and product here.
categorization.
Description/ Specify a summary The description is copied to the
Details description and either: Summary field of the incident
! Enter a detailed form. Depending on the selection:
description. ! The detailed description are
OR copied to the Notes field.
! Select Yes for prompt for ! The user is prompted with
input and enter questions questions, and the answers are
to prompt the user in the copied to the Notes field.
Detailed Description field.
Script Select the appropriate script. The script prompts the user with
questions to ask the customer,
completes the part of the incident
form, and assigns the incident. For
information about scripts, see
“Creating scripts” on page 188.
Solution Select the appropriate Sets the relationship between the
solution entry and whether it incident and the solution entry.
resolves or relates to the
incident.
Known Error Select the appropriate known Sets the relationship between the
error and whether it resolves incident and the known error.
or relates to the incident.
f Click Save to save the branch or branch item.
Decision tree configuration ! 315

10 Continue to add main branches, branches, and branch items as required.

11 Click Save to save the decision tree.
Working with scripts

Initiator scripts provide instructions to desk agents that describe how to log
an incident. The list of available initiator scripts is mapped to the agent’s
support group or initiator, which logs the incident.
Assignment scripts are similar to initiator scrips; the difference is that
assignment scripts are mapped to the assigned group of the incident. After
the incident assignment group is selected, a list of assignment scripts
becomes available to assist an agent with logging the incident. After scripts
are created, they must also be mapped to an organization, location, and
organizational or product categorization structure to be available in the
Incident form.
! Creating scripts (page 316)
! Mapping scripts (page 319)
! Using manage mappings (page 325)
Creating scripts
There are two types of scripts: initiator scripts and assignment scripts.
Initiator scripts are created and used by the support group that creates
incidents. They can be used to provide help desk agents with questions to ask
customers regarding an incident.
Assignment scripts are created by non–help desk support groups that are
generally assigned incidents for resolution. These scripts provide help desk
agents with questions to ask customers regarding their incidents so they can
collect information that is relevant to the support group assigned the
incident.

Configuration Guide
" To create a script

Configuration tab.
2 From the Application Settings list, choose Incident Management > Script
Configuration > Script Database, then click Open.
The Script Setup form appears.
Figure 16-2: Script Setup form
Working with scripts ! 317

3 Click Add.
The Script Update form appears.
Figure 16-3: Script Update form
4 In the Script Type field, select Assignment or Initiator.

5 Enter a description and select the status.
6 In Copy Field, select where the script is copied when it is selected.
7 Click Select Group.
8 In the Select My Group dialog box, select the support group for this script,
then click OK.
9 In the Script field, enter the text of the script, such as a list of questions to ask
a customer about an issue.

Configuration Guide
10 Click Save.
After you create a script, you must relate it to a mapping entry to make it
available for selection in ITSM forms, such as the Incident form in Incident
Management.
Mapping scripts
Mappings are used to search for scripts within an ITSM form, such as the
Incident form in Incident Management. Script mappings consist of the
following data structures:
! Organization
! Location
! Organizational Categorization
! Product Categorization
" To relate a script to a mapping entry

Configuration tab.
3 To search for the script, enter search criteria, then click Search.
4 In the Script table, select the script to associate with a mapping.
Note: The scripts in the Script table drive the mapping entries in the Script
Association Mapping table (that is, the scripts in the Script table are
directly related to the mappings in the Script Association Mapping table).

5 In the Script Association Mappings area, click Search.

The Manage Mappings form appears.
Figure 16-4: Manage Mappings form
6 You can search for existing mappings or create a new mapping:

! To search for existing mappings, enter the search criteria in the Script
Mapping Search Criteria section, then click Search. Continue starting with
step 2 on page 324.
! To create a new mapping, click the New button.

Configuration Guide
The New Script Mapping form appears.
Figure 16-5: New Script Mapping form
The New Script Mapping form contains the mapping fields that you can use
for your script.
7 Enter the new script mapping information.

8 Click Save.
The following are examples of a general script mapping for the ABC
Company help desk that could be invoked for any customer belonging to
ABC Company.
Figure 16-6: New Script Mapping form—General/Assignment tab

Configuration Guide
Figure 16-7: New Script Mapping form—Mappings tab

Figure 16-8: New Script Mapping form—Modules Mapping tab
" To relate the script to this mapping entry

1 On the Script Setup form, search for this mapping using the Search Criteria
section to retrieve the correct entry in the table.
2 Select the entry, then click Select.
The script is associated with a mapping.
Modifying a script
Use the following procedure to modify a script.

Configuration Guide
" To modify a script

Configuration tab.
2 From the Application Settings list, choose Incident Management> Script
3 To search for the script, enter search criteria, then click Search.
4 In the Script table, select the script to modify, then click Modify.
The Script Update form appears.
Note: To delete a script, select it, then click Delete.
Using manage mappings

You can use the manage mappings form as a central area to add, modify, and
delete mapping records.
" To use manage mappings

Configuration tab.

3 Click Manage Mappings.

The Manage Mappings form appears.
Figure 16-9: Manage Mappings form
4 Use this form to add, modify, and delete mapping records.
Note: Deleting a mapping might make script entries invisible if scripts are
associated with the deleted mapping.
Incident Management templates

As administrator, you can simplify the process of recording incidents by
creating templates for your users. You create templates to quickly record
standard incidents. For example, you can create a template to record printer
incidents.

Configuration Guide
You can create as many templates as you want. But the best practice is to
create templates only for routine incidents that users frequently record.
When you create an incident template, the values you configure in the
Incident Templates form are used to add information to the Incident form.
" To configure an incident template

Configuration tab.
2 From the Application Settings list, choose Incident Management > Template
The Incident Template Selection dialog box appears.
3 To modify an existing template, perform the following steps.
a In the Viewing Templates for Support Group field, select the appropriate
support group.
The list of templates displays the templates for that support group.
b Select the template, then click View.
Incident Management templates ! 327

4 To create a new template, click Create.

The Incident Template form appears.
Figure 16-10: Example incident template for printer issues
5 In the Template Name field, type a brief descriptive name for the template.
When users select a template, they make their selections based on a list of the
template names. The template name you create should make it easy to select
the appropriate template.
6 From the Template Status list, select Enabled.
Enabled indicates that the template is available for use in Incident
Management. If the template should not be available in Incident
Management, you can select the appropriate status: Proposed, Offline,
Obsolete, Archived, or Delete.
7 To control the sort order of templates, select the sort order.
Incident Management presents an alphabetical list of templates to the user,
unless you override the sort order. You can set the sort order, for example, to
put the preferred or most commonly used templates at the top of the list.

Configuration Guide
8 Enter or modify the appropriate details on the template tabs, as described in

the following sections:
! “Classification settings” on page 329.
! “Categorization settings” on page 331.
! “Assignment setting” on page 332.
! “Relationship settings” on page 333.
! “Resolution settings” on page 336.
! “Authored for Groups settings” on page 337.
9 Click Save.
Classification settings
The values in the Classification tab are used to add information to the
corresponding Classification tab in the Incident form. The Classification tab
is used to describe the incident and show which products or services are
affected by the incident.

" To configure classification settings

1 On the Incident Template form, click the Classification tab.
Figure 16-11: Incident Template example—Classification tab
2 From the Impact list, select an impact level for the incident form that is
created when the template is used.
3 From the Urgency list, select a level of urgency for the incident form.
The Priority value is based on the impact and urgency.
4 From the Service Type list, select the type of service that is recorded when the
template is used.
The options are User Service Restoration, User Service Request,
Infrastructure Restoration, and Infrastructure Event.

Configuration Guide
5 In the Notes field, type a summary of the incident, which appears on the
incident ticket.
Tip: Instead of entering the complete description, you can enter prompts for
the user who is recording the incident.
6 Click Save.
Categorization settings
The values in the Categorization tab are used to add information to the
service and product categorization sections of the Classification tab in the
Incident form.
! Operational categorization is based on a three-tier hierarchy defined in the
Operational Catalog.
! Product categorization is based on a five-tier hierarchy defined in your
Product Catalog.
Incident templates can automatically create relationships to customer CIs, as
configured here.
" To configure categorization settings

1 On the Incident Template form, click the Categorization tab.
Figure 16-12: Incident template example—Categorization tab

2 Select the appropriate operational categorizations for Tier 1, Tier 2, and

Tier 3.
3 Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3,
Product Name, and Model/Version.
4 To have the template create an automatic relationship to a CI, complete the
Automatic Relationship of Customer’s CI area as follows.
For example, if you are creating a template for email problems, you can set
up the template to automatically create a relationship to the CI for the mail
server.
To set up the relationship, select items from the following lists on the
Categorization tab, and specify the CI on the Relationships tab.
List Description
Automatic CI Relationship Select Yes for the template to automatically create the
relationship to the CI.
CI Relationship Type Select how the CI is related to the incident customer.
Available selections are Used by, Owned by,
Supported by, Managed by, Created by, Approved by,
ALL.
Incident Relationship Select how the incident relates to the CI. Available
Type selections are Related to, Restores, Impacts.
5 Click Save.
Assignment setting
The values in the Assignment tab are used to add information to two tabs on
the Incident form:
! The assignment settings add information to the Assignment tab. Here you
configure the support company, organization, and group that incidents
created from the template will be assigned to.
! The vendor assignment settings add information to the Vendor tab. Here
you configure the vendor company, organization, and group applicable to
the incident.

Configuration Guide
" To configure assignment settings

1 On the Incident Template form, click the Assignment tab.
Figure 16-13: Incident template example—Assignment tab
2 To assign the incident to the user creating the incident, in the Assign To
Current User field, select Yes. Otherwise, use the following steps for
assignment settings:
a In the Support Company field, select the company that incidents created
from the template will be assigned to.
3 Specify vendor assignment settings:
a In the Vendor Company field, select the company that is applicable to
incidents created from the template.
b In the Vendor Organization field, select an organization.
c In the Vendor Group Name field, select a group.
4 Click Save.
Relationship settings
The values in the Relationships tab are used to add information to the
Relationships tab in the Incident form.

This tab is used to relate incidents to specific CIs. For example, an incident
template for email incidents might include a relationship to the mail server.
Or an incident template for printer incidents might include relationships to
commonly supported printers; in this case, the user recording the incident
with this template would remove all but the applicable relationship from the
Incident form.
" To configure relationship settings

1 On the Incident Template form, click the Relationships tab.
Figure 16-14: Incident template example—Relationships tab
2 In the Request Type field, select Configuration Item.

The only option is Configuration Item.

Configuration Guide
3 Click Search.
The CI Relationships Search form appears.
Figure 16-15: CI Relationships Search form
4 Complete the fields on the search criteria tabs with the relevant information,
then click Search.
The matching results are displayed in the CIs table.
5 Select the appropriate CI.
6 From the Relationship Type list, select the type of relationship to associate
the CI with the incident template.
7 Click Relate.
A message confirms that the configuration item you selected has been related
to the incident template.

8 Repeat steps 5 through 7 for all the CIs that you want related to the incident
template.
9 Close the CI Relationship Search form.
10 Click Save.
Resolution settings
The values in the Resolutions tab are used to add information to the
Resolution tab on the Incident form.
Typically, you use this tab only when creating templates for incidents that can
be resolved when they are recorded. For example, this might be used for
frequently asked questions, such as how to change your password.
Tip: The resolution details can remind support staff of the steps to resolve an
issue. For example, the details could list all the places to check for a paper
jam on a printer.
" To configure resolution settings

1 On the Incident Template form, click the Resolution tab.
Figure 16-16: Incident Template example—Resolution tab

Configuration Guide
2 Set the resolution details as follows:

a In the Resolution field, type the steps that resolve the incident.
b From the Resolution Method list, select On-Site Support, Service Desk
assisted, or Remote Control.
c Select the appropriate incident cause.
3 Select the appropriate values from the Resolution Product Categorization
Selection lists.
The values that you select here determine the available selections for the
resolution categorization selection. The product categorization indicates the
category of product.
4 Select the appropriate values for the Resolution Categorization Selection
fields.
This categorization uses up to three standard menus to indicate the steps to
resolve the incident. This is more specific than the resolution method, but
might be less detailed than the Resolution field.
5 Click Save.
Authored for Groups settings

The template authoring group specifies the group that can modify this
template. If you have the Support Group Admin functional role or the
Incident Config permission, you can assign the template authoring group to
any group.
Note: A user with Incident Config permission can create a template for any
authoring group. The user can only modify the template only if he or she
is a member of the authoring group.

" To set groups that can use the template

1 On the Incident Template form, click the Authoring For Groups tab.
Figure 16-17: Incident Template form—Authored For Groups tab
2 Click Update.
The Template Support Group Association dialog box appears.
Figure 16-18: Template Support Group Association dialog box

Configuration Guide
3 To add groups that can use this template, follow these steps:
a Select the company, support organization, and support group.
b Click Add.
4 Click Close, then click Save.
Note: To delete a support group, select it in the list of support groups, then
click Delete.
Advanced Options
Advanced options include:
! “Rules” on page 339
! “Incident priority and weight ranges” on page 341
! “Configure work info” on page 349
Rules
You can configure Incident Management with rules that best suit your
organization’s business needs. For example, you can create incident rules
that determine how incidents are assigned through the Assignment Engine.
" To configure incident rules

Configuration tab.
2 From the Application Settings list, choose Incident Management > Advanced
The Incident Rules form appears.

3 To modify an existing rule, search for the appropriate rule, and open it.
Figure 16-19: Example of an incident rule
4 Select the company to which this rule applies. If it applies to all companies,
select Global.
5 Select whether certain dates can be changed on the Incident form.
The Changeable Reported Date, Changeable Responded Date, and
Changeable Resolution Date fields indicate whether these dates on the
Incident form can be modified after the incident has been resolved or closed.
These dates can be modified only by a user with the functional role of support
group manager or support group lead of the incident owner group, or who
the Incident Master permission.
6 Select whether to create a request on submission of an incident. If this option
is set to Yes, when a user submits an Incident form, a corresponding request
is created. The customer can view this request, which indicates the incident
status, through the Requester Console.
7 In the Description field, you can enter a descriptive note about the rule.

Configuration Guide
8 To use the Assignment Engine to automatically assign incidents to

individuals, perform the following steps:
b Select the appropriate Assignment Process.
The following table describes the available assignment processes.
Assignment Process Description

Rating field on the People form. The capacity assignment
process is a ratio-based method. For example, if person A
has a capacity of 100 and person B has a capacity of 200,
person B can handle twice as many tickets as person A; the
one ticket to A.
an incident.
For information about configuring the assignment engine, see “Working

with auto-assignment” on page 236.
9 Click Save.
Incident priority and weight ranges

When users select the impact and urgency of an incident, Incident
Important: You can make changes to individual global values. To make a

change for a specific company, however, you must create a complete set of
values, weight ranges, and prioritization formulas for the company.

Before you make changes for a specific company, read each of the following
topics:
! “Impact values” on page 342
! “Urgency values” on page 343
! “Weight ranges” on page 345
! “Prioritization” on page 347
Impact values
When a user selects the impact and urgency of an incident, Incident
Management adds these numerical weights together to calculate the priority
weight.
The impact values, which you configure here, map the four levels of impact
to numerical impact weights. You can set the impact weight for each of the
four levels of impact. A complete set of global values are installed with
Important: After you change the weight for an impact level, you must reselect
the impact in each of the applicable prioritization formulas. For details,
see “Prioritization” on page 347.
" To configure impact values

Configuration tab.

Configuration Guide
Options > Priority and Weight Ranges - Impact Values, then click Open.
The Incident Impact form appears.
3 To modify a global impact value, search for the impact value, then open it.
Figure 16-20: Example of an incident impact value
Important: If you are creating new values for a specific company, you must
first read this entire section, starting with “Incident priority and weight
ranges” on page 341.
4 To create a new value for a specific company perform the following tasks.
a Select the company to which this impact value applies.
b Select the appropriate impact.
5 Type or select the appropriate impact weight.
7 Click Save.
Urgency values
weight.

The urgency values, which you configure here, map the four levels of urgency
to numerical urgency weights. You can set the urgency weight for each of the
four levels of impact. A complete set of urgency values is installed with
Important: After you change the weight for an urgency level, you must
reselect the urgency in each of the applicable prioritization formulas. For
details, see “Prioritization” on page 347.
" To configure urgency values

Configuration tab.
Options > Priority and Weight Ranges - Urgency Values, then click Open.
The Incident Urgency form appears.
3 To modify a global urgency, search for the appropriate urgency, then open it.
Figure 16-21: Example of an incident urgency value
first read this entire section, starting with “Incident priority and weight

Configuration Guide
a Select the company to which this urgency value applies.
b Select the appropriate urgency.
5 Type or select the appropriate urgency weight.
7 Click Save.
Weight ranges
Management adds the numerical weights together to calculate the weight.
The weight ranges that you configure here determine the descriptive priority
(such as Critical) displayed on the Incident form. A complete set of priority
weight ranges is installed with Incident Management.
Important: After you change a weight range, you must reselect the impact
and urgency in each of the applicable prioritization formulas. For details,
see “Prioritization” on page 347.
" To configure weight ranges

Configuration tab.
Options > Priority and Weight Ranges - Weight Ranges, then click Open.
The Incident Priority Weight Ranges form appears.

3 To modify a global priority weight range, search for the appropriate weight
range, then open it.
Figure 16-22: Example of priority weight ranges
Important: If you are creating new priority weight ranges for a specific
company, you must first read this entire section, starting with “Incident
priority and weight ranges” on page 341.
4 To create a new priority weight range for a specific company perform the
following tasks.
a Select the company to which this priority weight ranges applies.
b Select the priority for which you are defining the weight range.
There are four priorities available: Critical, High, Medium, and Low.
5 In the Priority Weight Range area, enter or select the lower and upper ends
of the weight range as Priority Weight Range 1 and Priority Weight Range 2.
7 Click Save.
8 Repeat this procedure to define the weight range for each of the four
priorities.

Configuration Guide
Prioritization
The Incident Prioritization form displays the prioritization formulas. A
complete set of global prioritization formulas is installed with Incident
Management.
Important: If you change the weight for an impact or urgency level or if you
change any priority weight ranges, you must reselect the impact or
urgency in the applicable prioritization formulas.
" To configure prioritization

Configuration tab.
Options > Priority and Weight Ranges -Prioritization, then click Open.
The Incident Prioritization form appears.

3 To modify a global prioritization formula, search for the appropriate

prioritization, then open it.
Figure 16-23: Example of incident prioritization
Important: If you are creating new prioritization formulas for a specific

company, you must first read this entire section, starting with “Incident
priority and weight ranges” on page 341.
4 To create a new prioritization formula for a specific company, select the

company to which this prioritization applies.
5 As appropriate, select or reselect the impact level from the Impact list.
The value of the Impact Weight field is updated to the current value from the
Configure Incident Impact form.
6 As appropriate, select or reselect the urgency level from the Urgency list.
The value of the Urgency Weight field is updated to the current value from
the Configure Incident Urgency form.

Configuration Guide
8 Click Save.
Configure work info

Enables you to configure the work info types to add to the totals in the
Inbound and Outbound fields on the Incident Request console.
Note: The Inbound and Outbound fields are read-only counters that enable
users to quickly view the types of work info entered in the incident.
" To configure work info

Configuration tab.
Options > Work Info Inbound and Outbound Communications, then click
Open.
The Configure Work Info form appears.
3 Select the company, or select Global to configure work info for all companies.
4 In the Work Info Module field, select Help Desk or Request Management.
5 In the Work Info Type field, select the work info type field to configure.
6 In the Communication Type field, select Inbound or Outbound.
8 Click Save.


Chapter
17 Problem Management
configuration
This section covers configuration features that are specific to Problem

Management.
! Rules (page 352)
! Priority and weight ranges (page 354)
Problem Management configuration ! 351

Rules
You can configure Problem Management with rules that best suit your
organization’s business needs. Problem Management rules determine how
problem investigations, solution database entries, and known errors are
assigned through the Assignment Engine.
" To configure Problem Management rules

Configuration tab.
2 From the Application Settings list, choose Problem Management >
Advanced Options > Rules, then click Open.
The Configure Problem Rules form appears.
3 To modify an existing rule, search for the rule, then open it.
Figure 17-1: Example problem rule
4 Select the company to which this rule applies. If it applies to all companies,
select Global.
5 In the Description field, enter a brief description of the rule.
352 "Chapter 17—Problem Management configuration

Configuration Guide
6 To use the assignment engine to automatically assign problem investigations,

known errors, and solution database entries to individuals, perform the
following steps:
b For the role being assigned, select how assignments are routed.
You can select the assignment process problem managers or assignees for
problems, solution database entries, and known errors. For example, the
Problem Manager Assignment Process (Problem) list value determines the
process for automatically assigning a problem manager to an investigation.
The following table describes the available assignment processes.
Assignment process Description

Rating field on the People form. The capacity assignment
process is a ratio-based method. For example, if person A
has a capacity of 100 and person B has a capacity of 200,
person B can handle twice as many tickets as person A; the
one ticket to A.
an incident.
For information about configuring the Assignment Engine, see “Working

with auto-assignment” on page 236.
7 Click Save.
Rules ! 353
Priority and weight ranges

When a user selects the impact and urgency of a problem investigation or a
known error, Problem Management adds the numerical weights together to
calculate the priority weight and assign a descriptive priority, such as Critical.
Important: You can make changes to individual global values. To make a

change for a specific company, however, you must create a complete set of
values, weight ranges, and prioritization formulas for the company.
Before you make changes for a specific company, read each of the following
topics:
! “Problem management impact” on page 354
! “Problem urgency” on page 356
! “Problem priority weight ranges” on page 357
! “Problem prioritization” on page 359
Problem management impact

known error, Problem Management adds these numerical weights together
to calculate the priority weight.
The impact values, which you configure here, map the four levels of impact
to numerical impact weights. You can set the impact weight for each of the
four levels of impact for both problem investigations and known errors. A
complete set of global values are installed with Problem Management.
Important: After you change the weight for an impact level, you must reselect
the impact in each of the applicable prioritization formulas. For details,
see “Problem prioritization” on page 359.

Configuration Guide
" To configure problem impact

Configuration tab.
Advanced Options > Priority and Weight Ranges - Impact Values, then click
Open.
The Configure Problem Impact form appears.
3 To modify a global value, search for the impact value, then open it.
Figure 17-2: Configure Problem Impact form
first read this entire section, starting with “Priority and weight ranges” on
page 354.
a From the Form Name list, select whether this impact value applies to
problem investigations or known errors.
Note: If an impact value applies to both problem investigations and known

errors, you must create two impact values: one for the Problem
Investigation form and the other for the Known Error form.
Priority and weight ranges ! 355

b Select the company to which this impact value applies.

c Select the appropriate impact.
5 Enter or select the appropriate impact weight.
7 Click Save.
Problem urgency
When the user selects the impact and urgency of a problem investigation or
a known error, Problem Management adds the numerical weights together
The urgency values, which you configure here, map the four levels of urgency
to numerical urgency weights. You can set the urgency weight for each of the
four levels of impact for both problem investigations and known errors. A
complete set of global values are installed with Problem Management.
Important: After you change the weight for an urgency level, you must
reselect the urgency in each of the applicable prioritization formulas. For
details, see “Problem prioritization” on page 359.
" To configure problem urgency values

Configuration tab.
Advanced Options > Priority and Weight Ranges - Urgency Values, then
click Open.
The Configure Problem Urgency form appears.

Configuration Guide
3 To modify a global urgency, search for the appropriate urgency, then open it.
Figure 17-3: Example of problem urgency value
first read this entire section, starting with “Priority and weight ranges” on
page 354.
a From the Form Name list, select whether this urgency value applies to
b Select the company to which this urgency value applies.
c Select the appropriate urgency.
5 Type or select the appropriate urgency weight.
7 Click Save.
Problem priority weight ranges

When the user selects the impact and urgency of a problem investigation or
a known error, Problem Management adds the numerical weights together

The priority weight ranges that you configure here determine the descriptive
priority (such as Critical) displayed on the problem investigation or known
error. A complete set of global priority weight ranges is installed with
Problem Management.
Important: After you change a priority weight range, you must reselect the
impact and urgency in each of the applicable prioritization formulas. For
details, see “Problem prioritization” on page 359.
" To configure problem priority weight ranges

Configuration tab.
Advanced Options > Priority and Weight Ranges - Priority Weight Ranges,
then click Open.
The Configure Problem Priority Weight Ranges form appears.
3 To modify a global priority weight range, search for the appropriate weight
range, then open it.
Figure 17-4: Example of priority weight ranges for problem investigations

Configuration Guide
Important: If you are creating new weight ranges for a specific company, you
must first read this entire section, starting with “Priority and weight
a From the Form Name list, select whether this weight range applies to
b Select the company to which this weight range applies.
c Select the priority for which you are defining the weight range.
There are four priorities available: Critical, High, Medium, and Low.
5 In the Set Ranges area, type or select the lower (Priority Weight Range 1) and
upper (Priority Weight Range 2) ends of the weight range.
7 Click Save.
8 Repeat this procedure to define the weight range for each of the four
priorities for both problem investigations and known errors.
Problem prioritization
known error, Problem Management adds the numerical weights together to
calculate the priority weight and assign a descriptive priority, such as Critical.
The Configure Problem Prioritization form displays the prioritization
formulas. A complete set of global prioritization formulas is installed with
Problem Management.
Important: If you change the weight for an impact or urgency level, or

change a priority weight range, you must reselect the impact or urgency in
the applicable prioritization formulas.

" To configure problem prioritization

Configuration tab.
Advanced Options > Priority and Weight Ranges > Prioritization.
The Configure Problem Prioritization form appears.
3 To modify a global prioritization formula, search for the appropriate
prioritization, then open it.
Figure 17-5: Example of problem prioritization
Important: If you are creating new prioritization formulas for a specific

company, you must first read this entire section, starting with “Priority
and weight ranges” on page 354.

Configuration Guide
4 To create a new prioritization formula for a specific company perform the

following tasks.
a From the Form Name list, select whether this prioritization formula
applies to problem investigations or known errors.
b Select the company to which this prioritization applies.
5 As appropriate, select or reselect the impact level from the Impact list.
The value of the impact weight is updated to the current value from the
Configure Problem Impact form.
6 As appropriate, select or reselect the urgency level from the Urgency list.
The value of the urgency weight is updated to the current value from the
Configure Problem Urgency form.
8 Click Save.


Chapter
18 Configuring the Requester

Console
The Requester Console serves as the front end for the Change Management
and Incident Management applications. It enables users to quickly submit
change requests or incidents. You must perform configuration tasks to set up
the Requester Console for use by the requesters in your organization.
! Overview of configuring the Requester Console (page 364)
! Configuring application settings (page 365)
! Configuring summary definitions (page 368)
! Configuring surveys (page 371)
! Configuring request rules (page 373)
Configuring the Requester Console ! 363

Overview of configuring the Requester Console

Two primary steps are required to set up the Requester Console:
Step 1 Set up the users.
Step 2 Perform the configuration.
These configuration tasks can be done by an application administrator or

another user who has the required permissions, or several users who have the
appropriate permissions for each configuration task, depending on the size
of your organization or your business practices.
You must set up users for the Requester Console. Two types of users use the
Requester Console: users or requesters, who require support from the IT
organization, and a Requester Console Master user, who can view all users’
requests and troubleshoot requests that have failed or are in error state.
For more information about permissions, see “Permissions and roles” on
page 101. For information about assigning permissions to people, see
“Creating a support staff person profile” on page 141.
Important: To use the Requester Console, you must configure group

assignment for the - General - event type. For more information, see
“Group assignment” on page 236.
Setting up users to use the Requester Console

The users of the Requester Console are requesters who are usually employees
who need assistance from the IT support staff. The requester is someone in
the organization who needs to have a change implemented or an incident
resolved. Any member of your organization can be a requester.
There are three types of user permissions for accessing the Requester Console
to submit service requests:
! Requester Console Master—This user is responsible for troubleshooting
service requests. The Requester Console Master can view requests
submitted by other users. Requester Console Master permissions
automatically give this user Command Event Master permissions to be
able to view events or requests and troubleshoot them.
364 "Chapter 18—Configuring the Requester Console

Configuration Guide
! Registered user—This user has been defined and given login information
in the People form.
! Unknown user—Users are considered to be unknown users if they have
not been given login information, even if they have been defined in the
People form.
To give unknown users access to the Requester Console:
! Select the AR System Allow Guest User option.
! Enable AR Submitter locked mode so users with a read-only license can
cancel requests and respond to surveys.
! Set the tenancy mode to Single-Tenancy. For more information, see
“System settings” on page 84.
! Set the Allow Unknown Users option to Yes and add login information.
For information about setting the AR System options, see the BMC
Remedy Action Request System 7.0 Configuring guide.
Configuring application settings

The Request Management Application Settings form is used to configure
general application settings for the Requester Console. Use this form to
determine if your organization supports multi-tenancy or usage by a single
default company. Or, if your organization allows unknown users to access
the Requester Console to submit service requests, or whether your
organization will use the Requester Console as the front end application.
Configuring application settings ! 365

" To configure application settings

Configuration tab.
2 From the Application Settings list, choose Requester
Console > Configuration > Application Settings, then click Open.
The Request Management Application Settings form appears.
Figure 18-1: Application Settings form

Configuration Guide
3 Fill in the required fields:
Field name Description and action

Tenancy Mode ! If Multi-Tenancy appears, then your organization uses the
Company field for access control.
Note: If Multi-Tenancy appears, you cannot allow unknown users
to access the system; only registered users are allowed access.
! If Single-Tenancy appears, then your organization uses a default
company.
Company If Single-Tenancy appears, the name of the default company
appears in this field.
Allow Unknown Select Yes or No only if Single-Tenancy appears in the Tenancy
Users Mode field.
! If Multi-Tenancy appears in the Tenancy Mode field, this field
is set to No.
! If Single-Tenancy appears in the Tenancy Mode field and you
select Yes, specify the proxy login information.
Default Request Specify the default text that appears in the Request ID column of
ID text the My Requests table on the Requester Console before an ID is
supplied from the back end application, for example, In
progress.
This column is filled with the Change (CRQ) or Incident (INC)
instance ID. If there is a time lag between the user’s submitting the
request and the back end application’s creating the request, the
default text that you specify appears.
Enable Requester Select Yes or No.
Console ! If you select Yes, the Requester Console is the front end for
requesters to submit requests to the back end applications.
! If you select No, the requester or support staff must submit
requests directly from the Change or Incident form.
4 Click Save.
Configuring application settings ! 367

Configuring summary definitions

Use the Summary Definition form to configure predefined summaries of
requests for the Request Wizard. The summary items that you configure are
available from the Summary list on the Request Wizard. Requesters are then
able to select from the list of summary items when creating their service
requests.
Note: You need Summary Definition Config or Request Console Master

permissions to configure summary definitions. Users in the Incident
Config and Change Config permission groups automatically inherit
Summary Definition Config permissions.
Important: Before configuring summary definitions, make sure that

categorization values have been configured. Categorization is configured
on the Operational Catalog Setup form.
" To configure summary definitions

Configuration tab.

Configuration Guide

Console > Configuration > Summary Definition, then click Open.
The Summary Definition form appears.
Figure 18-2: Summary Definition form
3 Fill in the required fields:

Summary Enter a summary of the request, for example, Reset
Password.
Summary Enter or select a category for the summary, for example,
Categorization Account Access.
Use summary categorization to group the summaries in a
meaningful way to people using the Request Console. In this
example, a user making a request could select Account
Access> Reset Password from the Summary list. The
Account Access categorization might also be used for the
Create New Account request.
Company Select the company to which this summary is available. If
you want this summary to be available to all companies,
including guest users, select Global.
Configuring summary definitions ! 369


Request Type Select the request type for this summary definition.
! Incident—Summary definitions belonging to the type
Incident create an incident request. (You must have
Incident Management installed.)
! Change—Summary definitions belonging to the type
Change create a change request. (You must have Change
Management installed.)
Impact Select an impact for this summary definition.
The impact depends on how your organization handles the
different types of service requests. For example, the impact
level of a service request for installing software on a single
user’s computer might be Minor/Localized, while installing
software for a department or company might be Significant/
Large or Extensive/Widespread.
System Status Select Active or Inactive.
Tier 1 Select the operational category to which this summary
definition belongs. For example, for a summary definition of
Reset Password, the Tier 1 could be Infrastructure Service or
Password.
Category is associated with a company, so the category
values that appear are those that are available to your
company.
4 Fill in the optional fields:

Description Enter a description of the summary definition.
Tier 2 If your organization has defined two or three tiers of
Tier 3 operational categories, you can further classify the summary
definition. For example, for a Tier 1 of Infrastructure
Service, the Tier 2 could be Passwords, and the Tier 3 could
be Exchange Server.

Configuration Guide

Define Keywords Enter keywords for this summary definition.
The keywords that you define are used to look up possible
solutions for incidents from the solution database. (This is
true only if Problem Management is installed and the
solution database entry is set to the specific categorization
value.)
For example, for a summary definition of Reset Password, a
possible keyword could be Password.
5 Click Save.
Configuring surveys
Use the Survey Question Configuration form to set up survey questions for
your requesters. Surveys give the Business Service Manager or IT Manager an
indication of customer satisfaction levels and how the service desk is
performing.
You can configure a survey for a specific company or select Global to make
the survey available to all companies.
Note: You must have Requester Console Config or Requestor Console

Master permissions to access this form.
" To configure surveys

Configuration tab.
Configuring surveys ! 371


Console > Configuration > Survey Configuration, then click Open.
The Survey Question Configuration form appears.
Figure 18-3: Survey Question Configuration form
3 Select the company to which this survey applies, or select Global to make this
survey available to all companies.
4 For Request Type, select Change or Incident.
The survey is specific to the specified request type, either change or incident.
(The application must be installed for the appropriate request type to
appear.)
! If users select a summary definition that is mapped to the change request
type, they receive the survey if the Request Type is set to Change.
! If users select a summary definition that is mapped to the incident request
type, they receive the survey if the Request Type is set to Incident.
5 In the four Question fields, enter questions to which you want requesters to
respond.
Only one question is required, but you can enter up to four questions.
6 Click Save.

Configuration Guide
Configuring request rules

Use the Request Rules form to set up rules around auto-close of requests and
surveys on a per-company basis.
Note: You must have Requester Console Config or Requester Console Master
permissions to access this form.
" To configure request rules

Configuration tab.
2 From the Application Settings list, choose Requester Console > Requester
Console Options > Rules, then click Open.
The Request Rules form appears.
Figure 18-4: Request Rules form
4 To modify an existing rule, search for it.

The ITSM installation includes global request rules, which apply to all
companies. For the global request rules, the company is specified as Global.
5 Select the company to which this rule applies.
Configuring request rules ! 373

7 Define survey rules:

! Enable Survey—Select Yes if you want requesters to receive surveys after
their requests have been resolved.
! Last Surveyed Days—Select the number of days after the last survey was
responded to that a survey is sent.
8 Optionally enter a description.
9 Click Save.

Chapter
19 Command Automation Interface

configuration
The Command Automation Interface enables you to register applications

and create commands for integration between BMC Remedy Task
Management System (TMS) and other applications, such as BMC®
Configuration Management Common Management System.
! Application registry (page 376)
! Define command parameters (page 379)
Command Automation Interface configuration ! 375

Application registry
The Application Registry form is used to register the applications that are
used with TMS and to identify key elements of the back end application, such
as template forms, interface forms, instance forms, and so on.
A registry entry is used by TMS to recognize the back end application, set the
configuration settings such as mode of connection (local or remote), set
server and template information, and set the context for the remainder of the
TMS entities.
Use the Application Registry form to modify any of the preconfigured
information or create new application registries if your organization is going
to use TMS and other applications.
" To register an application

Configuration tab.
376 "Chapter 19—Command Automation Interface configuration

Configuration Guide
> Command Automation Interface - Application Registry, then click Open.
The Application Registry form appears.
Figure 19-1: Application Registry form
3 Enter the following required information in the top pane:
Field Name Description

Registry Name Enter a unique name for the application that you are
registering.
Description Enter a description of the application that you are
registering.
Status Select a status for this entry.
Application registry ! 377

4 On the General tab, enter the following information:

Application Name Select the application that you are registering.
Template Form Select the form that identifies the template.
TMS needs to identify the templates to use for pushing
requests and incidents. These templates should already
exist in the back end application.
Template View Form Select the form that is the front end or view form (the form
that the back end application’s user see) for the template
form you selected.
The view form should already exist in the back end
application.
Instance Form Enter the form that identifies the application instance.
The application instance is the request entry that is created
when the service request is submitted, based on the
template, if a template is used. Some back end applications
might choose not to use a template structure. The form
identifier (or Template Form field) identifies the back end
request form that is used to create the entry.
Interface Form Designate the form identifier for TMS to interact with
when initiating back end application requests. TMS
pushes data into this form to initiate outbound
commands.
New Request Select Yes to indicate that the request needs to be activated
Activation after submission; otherwise, select No.
5 Click the Connection tab.
Figure 19-2: Application Registry form—Connection tab

Configuration Guide
The Connection tab is used to define login information and the type of
protocol to use when integrating the registered application.
6 Enter or modify the following information:

Access Mode Specify whether the registered back end application is on a
remote or local server. The local server is the server where TMS
is installed.
Server Enter the server name where the application you are registering
is installed.
Protocol Specify the communication format for data exchange. For BMC
Configuration Management, a protocol of URL is used.
For ITSM applications, a protocol of AR is used.
Login Fill in this field if you set the Access Mode to Remote. Enter your
login name to access the remote back end application used for
requests.
Password Fill in this field if you set the Access Mode to Remote. Enter your
password to access the remote back end application used for
requests.
Port # Fill in this field if you set the Access Mode to Remote. Enter the
port number of the remote back end application used for
requests.
7 Click Save.
Define command parameters

After defining an entry in the Application Registry form, you must define the
commands and command parameters.
" To define commands and command parameters

Configuration tab.
Define command parameters ! 379

> Command Automation Interface - Define Command Parameters, then
click Open.
The Define Commands and Command Parameters form appears.
Figure 19-3: Define Commands and Command Parameters form

Configuration Guide
3 Click Create New Command.

The Commands form appears.
Figure 19-4: Commands form
4 Enter information in the fields:

Command Enter a name for this command.
Direction Select one of the following items:
! Inbound—Inbound from the application to TMS.
! Outbound—Outbound from TMS to the application.
Operation Type Select one of the following items:
! Create—Creates a new request.
! Get—Gets information from a request.
! Update—Updates a request.


Command Type Optionally select one of the following items:
! Append—Contains a series of commands followed by a
series of parameters.
! Interleave—Contains a series of alternating commands
and parameters.
Description Enter a description.
Selection Type Select Event.
Status Select a status.
5 Click Save.
Defining mappings
Define mappings between the parameters defined on the Command
Parameter form and the Interface Form that you specified on the Application
Registry form (as described in “Application registry” on page 376).
" To define mappings

1 On the Define Commands and Command Parameters form, select the
command to define mappings for.

Configuration Guide
2 Click the Create button below the Command Parameter Mappings table.
Figure 19-5: Define Commands and Command Parameters form
Click Create to create

mappings.

The Command Parameter Mappings form appears.
Figure 19-6: Command Parameter Mappings form
3 Enter information in the fields:
Field name or area Description

App Registry Name Select the application you registered on the Application
Registry form. For more information, see “Application
registry” on page 376.
Command You can use the selected command or select a command
that you defined.
Status Select a status.
Parameter Select a parameter that you defined for the selected
command on the Command Parameters form.
Application Fields Map to an appropriate field on the Application Registry
form.
! App Interface Form—This is TMS:Task.
! Field Name—Select the field to which to map.
! Field ID—The field ID is automatically filled in when
you select a field name.
Data Tags For internal use only.

Configuration Guide
4 Click Save.


Chapter
20 Configuring the Definitive

Software Library
The Definitive Software Library (DSL) is a central repository of

approximately 10,000 approved product dictionary entries. Product
dictionary entries are the definitive, or master, names and descriptions of
software applications.
ITSM applications and integrations with ITSM applications can use the DSL
to identify a single name for a software application and its versions, which in
turn supports software license compliance.
Product dictionary entries include Software Library Items (SLIs), which are
the locations of where the master copies of the software applications and
their versions are stored.
The DSL is used by application administrators who want to add or modify
product dictionary entries and SLIs in the DSL to facilitate software license
management and deployment.
! Importing vendor data (page 388)
! Updating vendor data (page 389)
! Overview of the DSL console (page 390)
! Creating custom product dictionary entries (page 392)
! Specifying locations for product dictionary patch entries (page 399)
! Adding products to a suite (page 400)
! Adding related files to a patch entry (page 401)
Configuring the Definitive Software Library ! 387

Importing vendor data

To use the supplied approved product dictionary entries, you must first
import the data.
" To import vendor data

1 From BMC Remedy User, choose File > Open > Object List.
2 Click the Find tab, type importconsole, then click Find.
3 Select the PDL:ESIDImportConsole form, then click New.
The Data Import form appears.
Figure 20-1: Data Import form—Import tab
4 Select an option for the type of data to import. Select only one option at a
time, in the following recommended order:
a Version
b Manufacturer
c File Data
d Application Data
388 "Chapter 20—Configuring the Definitive Software Library

Configuration Guide
e App/File Xref
f Suite Data
g Suite/App Xref
5 Click Import Data.
6 To import additional types of data, repeat steps 4 and 5.
Once the import is complete, you can view or search the newly imported data
from the Definitive Software Library console.
Updating vendor data

To update previously imported vendor data, you must import the updated
data.
Download the updated vendor data files from the customer support website
at:
" To import updated vendor data

1 From BMC Remedy Import, choose File > Open Form.
Note: For information about using BMC Remedy Import, see the BMC
Remedy Action Request System 7.0 Configuring guide.
2 Select the PDL:ESIDversioninfo form, then click OK.

3 Choose Mapping > Load Mapping, then select the ESIDVersion file.
4 Choose Import, then click Yes to confirm that you want to load the data.
Repeat this procedure to import the remaining data, as shown in the
following table:
Form name Data file name Mapping file
name
PDL:ESIDversioninfo versioninfo.asc esidvers.arm
PDL:ESIDappfiles appfiles.asc esidappf.arm
PDL:ESIDapps apps.asc esidapps.arm
Updating vendor data ! 389

Form name Data file name Mapping file

name
PDL:ESIDfiles files.asc esidfile.arm
PDL:ESIDmanufacturer manufacturer.asc esidmanu.arm
PDL:ESIDsuiteapps suiteapps.asc esidsapps.arm
PDL:ESIDsuites suites.asc esidsuit.arm
CFG:Geography Country cfg_geo_countryenabled.arx esidcoun.arm
5 Import the updated vendor data. See “Importing vendor data” on page 388.
Overview of the DSL console

The Definitive Software Library Console consists of four areas:
! Product Dictionary Entries—A list of product dictionary entries and their
versions. Only software class product dictionary entries appear on the
console.
! Products in Suite—If a product dictionary entry is part of a suite, the
name of that suite appears in this area. If a product dictionary entry is
identified as a suite, the list of products in that suite appears in this area.
! Software Library Item—The location of a product dictionary entry, such
as a physical location, a path to a location, or a URL.
! Product Files—Product dictionary entries are made up of one or more
files. These files are represented in this area as metadata and are not the
actual files.

Configuration Guide
Figure 20-2: Definitive Software Library Console
Overview of the DSL console ! 391

Creating custom product dictionary entries

The DSL comes preloaded with product dictionary entries that cannot be
modified. These entries contain the following data:
! Associated product files ! Origin
! CI Type ! Patch Build Date
! Company ! Patch Build Description
! Executable Name ! Patch Build ID
! Location, also known as the ! Product Name
Software Library Item (SLI)
! Manufacturer ! Suite information
! Model/Version ! Version State
Creating a custom product dictionary entry

You can use the product dictionary entries that are provided, or you can
create your own custom entries. You can create stand-alone product
dictionary entries or a suite of product dictionary entries.
To create a custom product dictionary entry, you must perform the following
tasks:
! Create the entry.
! Add product model/version information.
! Add patch information.
" To create a custom product dictionary entry

1 On the IT Home page, click the Definitive Software Library Console link.
The Definitive Software Library Console appears.

Configuration Guide
2 Choose General Functions > New Product/Suite.

Figure 20-3: Product Catalog Setup form
Use the Product

Categorization Search
Criteria area to search
for and modify existing
custom product
dictionary entries, or
click Create to create a
custom product
dictionary entry.
Click Set Offline to

prevent access to an
existing product
dictionary entry.
Creating custom product dictionary entries ! 393

3 In the Product Category area, click Create.

The Product Category Update form appears.
Figure 20-4: Product Category Update form
4 Fill in the following required fields:

CI Type—The type of software configuration item this product dictionary
entry represents.
Product Categorization tiers—The CI categorization structure.
Product Name—The name of the product.
Manufacturer—The creator or vendor for the product.
Status—The status of the entry. To make it available, select Enabled.
Origin—Select Custom. Third Party is used for products imported from an
external database.
Suite Definition—If this product is a suite, select Yes.
5 Click Save.

Configuration Guide
" To add product model/version information

1 In the Product Catalog Setup form, click the Model/Version tab.
2 In the Product Category area, click Create.
The Product Model/Version form appears.
Figure 20-5: Product Model/Version form
3 In the Product Model/Version field, enter the product version. If you do not
know the version, click Unknown.
4 In the Product Model/Version State field, select the status of the version, such
as Future Consideration or General Availability.
5 For Requires Contract, select Yes or No.
If you select Yes, this product dictionary entry must be related to a software
license contract in Asset Management to facilitate software license
compliance of specified software configuration items. For more information,
see the BMC Remedy Asset Management 7.0 User’s Guide.
6 Enter any optional information.
7 Click Save.

Creating a patch
You can define another level of identification for a software product
dictionary entry by creating a related patch ID. For example, you might have
a software product dictionary entry called Microsoft Word 2000, version 1.0,
patch SP3.
" To create a related patch ID

1 In the Product Catalog Setup form, click the Patch tab, select the product
model for which to create a patch, then click New.
OR
From the Definitive Software Library Console, search for the product model
for which to create a patch, select the product model, then click Create.
The Patch form appears.
Figure 20-6: Patch form
2 From the Status list, select a status.

3 In the Patch Last Build ID field, enter the patch number.
4 Optionally, add a build date and description.
5 Click Save.

Configuration Guide
Relating companies to product dictionary entries

You can use the DSL to relate product dictionary entries to companies. You
do this to keep product dictionary entries associated with different
companies separate (to control access by company, organization, or group).
" To relate a company to product dictionary entries

1 In the Product Category area of the Product Catalog Setup form, select the
product categories to relate to a company.
The Company/Module Relationship form appears.
Figure 20-7: Company/Module Relationship form
3 From the Company list, select the company to relate to the selected product
dictionary entries.
4 Select a status.
5 Select the applications to use these product dictionary entries, then click
Save.

Removing the relationship between an entry and a company

You can remove the relationship between a product dictionary entry and a
company without deleting either record.
" To remove the relationship between an entry and a company

1 From the Definitive Software Library Console, choose General Functions >
Search Products.
2 In the Product Categorization Search Criteria area, enter your criteria, then
click Search.
Results matching your search criteria appear in the tables.
3 On the Product Category tab, select the appropriate entry.
The company that the entry is related to appears on the Company and
Module Relationships area.
4 In the Company and Module Relationships area, click Delete.
Deleting product dictionary entries

You can delete product dictionary entries using the Delete button on the
Product Category tab on the Product Category Setup form.
" To delete a product dictionary entry

1 From the Definitive Software Library Console, click Search Products.
2 In the Product Categorization Search Criteria area, enter your criteria, then
click Search.
Results matching your search criteria appear in the tables.
3 On the Product Category tab, select the entry to delete.
4 Click the Delete button below the Product Category table.
Note: If an entry is related to an SLI, a message appears stating that you

cannot delete the entry. If this happens, open the Definitive Software
Library Console, delete the SLIs that are related to this entry, then repeat
this procedure.

Configuration Guide
Specifying locations for product dictionary patch

entries
To specify the location of product dictionary patch entries, you create
Software Library Items (SLIs).
" To create an SLI

1 In the Product Dictionary Entries area of the Definitive Software Library
Console, select the patch to specify a location for.
2 In the Software Library Item area, click Create.
The Software Library Item form appears.
Figure 20-8: Software Library Item form
3 In the Library Attributes area, enter a description of the patch.
Specifying locations for product dictionary patch entries ! 399

4 Enter a location for the patch, such as a physical location, a path to a location,
or a URL.
5 Select Active or Inactive in the State field.
6 To make the patch active and available for deployment, select Active for State
and Yes for Deployable.
" To add an attachment to an SLI

1 From the Product Dictionary Entries area of the Definitive Software Library
Console, select the patch for the SLI.
2 From the Software Library Item table, select the SLI, then click View.
The Software Library Item form appears.
Using the Add button on the Attachments table, you can add up to three
attachments for each SLI record.
3 Click Add.
The Attachment Details dialog box appears.
4 Select a status, and enter a description of the attachment.
5 In the Attachments table, right-click, and choose Add to add an attachment.
6 Browse to select the attachment.
Adding products to a suite

After you create or modify your product dictionary entries, you can add the
products that should be part of a suite to the Products in Suite table on the
Definitive Product Library Console.
You define which product dictionary entries are suites by selecting the Yes
option for Suite Definition on the Product Category Update form. See
“Creating custom product dictionary entries” on page 392.

Configuration Guide
" To add products to a suite

1 In the Product Dictionary Entries area of the Definitive Product Library
Console, select a product model or version that is a suite.
2 In the Products in Suite area, click Add.
The Relate Product to Suite form appears.
Figure 20-9: Relate Product to Suite form
3 From the Product ID list, select the product to be part of this suite, then click
Save.
4 Repeat the procedure for each product to appear in the suite.
Adding related files to a patch entry

Product dictionary patch entries are made up of one or more files. These files
are represented in the Product Files area as metadata, and are not the patch
files.
" To add related files to an entry

1 In the Product Dictionary Entries area on the Definitive Product Library
Console, select a patch.
Adding related files to a patch entry ! 401

2 In the Product Files area, click Add.

The Relate File to Product dialog box appears.
Figure 20-10: Relate File to Product dialog box
3 From the File ID list, select the name of the patch file to relate to this entry.
Tip: To find the file more quickly, limit the search, such as by typing %.exe%
in the File ID field, then clicking the down arrow by the field.
If the file name does not appear in this list, return to the Product Files table
and click Create to add it.
4 If this file is the main executable, select Yes.
5 Click Save.

Glossary
This glossary contains terms for all of the Administration console

ITSM applications. See Application Administration console.
agreement
For a list of AR System terms, see the glossary A documented understanding between two
in the BMC Remedy Action Request System 7.0 parties. An agreement can be one of three
Concepts guide. types: service level agreement, operational
level agreement, or underpinning contract.
For a list of CMDB terms, see the glossary in See also service level agreement (SLA),
BMC Atrium CMDB 2.0 Concepts and Best operational level agreement (OLA), and
Practices Guide. underpinning contract (UC).
accelerated depreciation agreement owners
Any method of depreciation that allows A feature that allows you to select which
greater deductions in the earlier years of a individuals or groups of people to notify at
CI’s life cycle. See also depreciation and certain times, for example, when an SLA is
configuration item (CI). at risk or when an SLA is going to expire.
access permission application administrator
See permission group. An individual responsible for the
management of the ITSM applications,
action
including setting up forms, setting access
A mechanism, such as an alert or a Set Fields
rights for users, and creating
action, for making sure that SLM
configurations.
commitments are met. You can define one
or more actions that will be associated with
a milestone.
administrator
See application administrator.
Glossary ! 403
Application Administration console availability service target

The main interface for configuring ITSM A service target that measures the time that
applications. The console works like a an asset or service is available or
control panel from which administrators unavailable. This service target applies
can perform common configuration specifically to data that is tracked in an
activities and activities specific to different application based on AR System, such as
ITSM applications and subsystems. Asset Management.
approval BMC Atrium Configuration Management
A process that generates electronic Database (BMC Atrium CMDB)
signature lines for items that require An infrastructure built on AR System and
approval, and tracks who has approved or used to build data models and define
rejected a given request. datasets.
asset manager book value
The manager responsible for both strategy The value of a CI equal to the purchase cost
and day-to-day CI management functions, minus the accumulated depreciation.
for example, updating CIs and broadcast message
configurations, running reports, or An application feature that enables users to
negotiating contracts. create messages that can be viewed by the
assignee entire organization or by users in specific
The person assigned the responsibility of groups.
working on any of the following activities: BSM
change request, incident ticket, problem See business service management (BSM).
investigation, known error, solution
bulk inventory
database entry, and so on.
Assets that you order in quantity, such as
assignment power cables.
Automatically or manually assigning a
bulk items
group or individual the responsibility of
Items that are not tracked by an individual
resolving an issue or request. ITSM
record for each unit. Bulk items in
applications use the Assignment form for
inventory are tracked by quantities of an
group automatic assignment and the
item type. For example, items such as cables
Assignment Engine for individual
do not require individual records but
automatic assignment.
rather, one record for a bulk quantity of the
audit schedule specific cable type.
A schedule used to perform periodic audits
Bulk Performance Manager Node
that check for differences between the
A feature that allows the administrator to
information in the CI database and the CIs
add multiple nodes to a service target at one
that are deployed in the company.
time. This feature is specific to collection
nodes for BMC Performance Manager. See
also collection node.
404 "Glossary
Configuration Guide
business service management (BSM) change manager

A flexible, comprehensive management A person responsible for filtering,
approach that links IT resources and accepting, and classifying all change
business objectives. BSM makes sure that requests. The change manager is also
everything IT does is prioritized according responsible for planning and coordinating
to business impact, and enables IT the implementation of the changes.
organizations to proactively address Sometimes known as a change supervisor.
business requirements. change request
CAB The controlled process for the addition,
See change advisory board (CAB) modification, or removal of approved,
CCM supported, or baselined hardware,
See Change and Configuration Management. networks, software, applications,
environments, or systems. A change request
change advisory board (CAB) can involve multiple change activities.
A group that advises change management
on the implementation of significant charge-back
changes to the IT infrastructure. This group The process of charging departments or
is often made up of representatives from cost centers for the IT infrastructure
various IT areas and business units. required to support their business
processes.
Change and Configuration Management
An application feature that proactively charge-back invoice
manages both IT and business-driven A detailed list of charges to cost centers,
changes, and protects the IT environment. including any charge-back percentage.
It does this by using planning and charge-back percentage
decision-making data contained in a A percentage used to calculate charge-back
dedicated BMC Atrium CMDB. costs.
change authority charge-back report
The name of a group with the authority to A report used by a cost manager to track
approve changes. This group can also be information and find entries that might
called the Change Advisory Board. See also need to be adjusted.
change advisory board (CAB). charge-back summary
change management The total charges made to cost centers,
As a concept, the process of planning, including charge-back percentage. For split
scheduling, implementing, and tracking cost centers, it also provides information
changes to the IT infrastructure, or any about how charges are allocated for source
other aspect of service, in a controlled cost centers and target cost centers.
manner. By using change management, you CI
can implement approved changes with See configuration item (CI).
minimal disruption to the business
environment.
Glossary ! 405
CI browser collection point

A component of ITSM. The CI browser lets The component in the SLM application that
you search for and view CIs and their is responsible for collecting the data. You
relationships. can add multiple collection points with
CI unavailability different port numbers.
The downtime of a CI. collector
CI unavailability record The component in the SLM application that
The time when a CI is either partially or manages the collection points and retrieves
completely unavailable to perform its data.
required function. CI unavailability records Company field
can be broadcast or related to other records. A field in ITSM that controls
class multi-tenancy. It shows only data for the
Metadata in the BMC Atrium CMDB that companies for which you have permission.
defines a type of object, usually a See also multi-tenancy.
configuration item (CI) or relationship. compliance at risk target
client tier A target (such as 99.5 percent) that
The architecture level where AR System identifies when the agreement's compliance
clients operate within the multitier system. reaches a point that is nearing a breach state
and should be identified as a potential risk.
CMDB See also compliance-only service target and
See BMC Atrium Configuration compliance service target.
Management Database (BMC Atrium
CMDB). compliance-only service target
A service target that enables you to access
Reconciliation Engine data already processed by another product
A component of the BMC Atrium CMDB. for use in compliance calculations. Using
The Reconciliation Engine merges data the compliance-only service target, SLM
from different discovery services based on calculates compliance results at the
identification and precedence rules. agreement level only, by accessing service
collection node target results that were already processed by
The data source for the information that is another application. See also compliance at
forwarded to the collection points. Some risk target and compliance service target.
examples of data sources are BMC compliance service target
Performance Manager Classic, BMC A target (such as 99 percent) that tracks the
Performance Manager Express, BMC performance of the agreement to see the
Application Response Time, and SNMP percentage of time the agreement was met
data sources. over specific time periods. See also
compliance at risk target and
compliance-only service target.
406 "Glossary
Configuration Guide
configuration contract
Sets of CIs that are required by different A documented relationship between two
groups of people in the company. parties that identifies details about each
configuration catalog party, accounting and budget codes,
A feature of Asset Management that stores purchase cost, and expiration dates, and ties
your standard configurations (such as a one or more SLAs, OLAs, or underpinning
standard desktop, laptop, server, and so on) contracts to the interested parties. The
for management purposes. contract also makes it possible to segment
and restrict access to the compliance and
configuration item (CI) service target results so that results can be
An infrastructure component or an item viewed by contract.
associated with the infrastructure that is (or
will be) under the control of configuration cost center
management, for example, a Request for An entity tracking cost information within
Change. A CI can be complex or simple, an organization. See also split cost center.
large or small. CIs can include entire cost management
systems or be a single module or minor All of the policies, procedures, and
component. CIs can also include records of deliverables required to fulfil an
people (users and customers) and locations. organization’s costing and charging
configuration management requirements.
The process of maintaining detailed IT currency code
inventory records. It involves identifying The three-letter code that represents a
and defining the CIs in a system, recording currency type, such as USD for United States
and reporting the status of all CIs and Dollars.
requests for change, and verifying the dashboard
completeness and correctness of all CIs. See Web-based, graphical user interface using
also configuration item (CI). flashboards where compliance and service
Configuration Management Database target results can be viewed by service level
See BMC Atrium Configuration managers, service delivery managers, other
Management Database (BMC Atrium IT professionals, and customers or line of
CMDB). business owners. See also service level
agreement (SLA), service target, and
flashboard.
data consumer
An application that works with data in
ITSM. It might view the data or modify it.
See also data provider.
Glossary ! 407
data provider double-declining balance depreciation

An application that loads data into ITSM. A method of calculating depreciation in
This is often a discovery application. See which CIs depreciate at a constant rate per
also data consumer. year, accelerated by a factor of 200 percent.
dataset In this method of accelerated depreciation,
A logical group of data in ITSM. A dataset double the straight-line depreciation
can represent data from a particular source, amount is taken the first year, and then that
a snapshot from a particular date, and so same percentage is applied to the
on. The dataset used by BMC products for undepreciated amount in subsequent years.
reconciled production data is named BMC See also declining balance depreciation.
Asset. down CI
decision tree A CI out of service for repairs or not
A step-by-step guide set up by an working.
administrator. It guides the user through a DSL
questionnaire and, based on the user’s See definitive software library (DSL).
answers, completes part of the form for a escalation
new incident. A workflow component that searches at
declining balance depreciation specified times or at regular intervals for
A method of calculating depreciation in requests matching a specified condition,
which CIs depreciate at a constant rate per and performs specified operations on all
year, accelerated by a factor of 150 percent. matching requests. Escalations are generally
In this method of accelerated depreciation, used to find records that have exceeded
150 percent of the straight-line depreciation specified business rules or processes, and
amount is taken the first year, and then that take appropriate action. They run on the
same percentage is applied to the AR System server.
undepreciated amount in subsequent years. federated data
See also double-declining balance Data linked from a CI in ITSM but stored
depreciation. externally. Federated data might represent
definitive software library (DSL) more attributes of the CI or related
A central repository of approved product information, such as change requests on the
dictionary entries (PDEs). See also product CI.
dictionary entry (PDE). flashboard
dependent change request A real-time visual monitoring tool that
A change request that must be completed in shows you the state of your service
sequence, as defined by the change operations, warns you about potential
manager. problems, and collects and shows trend
depreciation data.
The loss of an asset’s value resulting from
the passage of time.
408 "Glossary
Configuration Guide
form incident management

A collection of fields that represents a As a concept, a reactive process typically
record of information in the AR System. initiated in response to a customer’s call.
AR System administrators can define and The primary goal of the incident
change the fields and workflow associated management process is to restore normal
with a form. An AR System application can service operation as quickly as possible and
include many forms. with minimum disruption to the business.
functional role incident manager
A defined role used for notifications and to A person who monitors incident tickets and
extend access granted by permission activities to help plan resources and to
groups. identify incident trends. The incident
global manager also handles assignments.
A setting that applies changes or defines incident matching
certain parameters for all companies in a A search process in Incident Management
multi-tenancy environment. See also that can be used to search for other
multi-tenancy. incidents, problem investigations, known
goal errors, and solution database entries that
Measurement method that allows you to share some of the same characteristics as the
track the time taken to resolve an issue or current incident, such as product
track how often an asset or service was categorization.
available. Goals are used to determine incident owner
whether service targets are met. The user who records the incident. This
guest user user might differ from the current incident
assignee. See also assignee.
Users who have not been configured with Information Technology Infrastructure Library
login information in the People form. Guest (ITIL)
users cannot create change requests. A set of guidelines for the management and
impacted area
provision of operational IT services.
Companies, locations, or organizations instance
affected by changes or updates to CIs. A record in ITSM. An instance is an object
of a particular class. Both CIs and
incident
relationships are considered instances.
Any event that is not part of the standard
operation of a service and that causes an inventory
interruption to or reduction in the quality The quantity of CIs available.
of that service. See also incident ISO currency code
management and problem investigation. See currency code.
ITIL
See Information Technology Infrastructure
Library (ITIL).
Glossary ! 409
key performance indicator (KPI) navigation pane

A data point used to measure whether An area on the left side of consoles that
performance-monitoring service targets provides links to functionality and links to
meet their goals. See also service level other programs.
agreement (SLA). New Request Wizard
known error A simple form for requesters to submit
A problem that has been successfully service requests. Requesters use the New
diagnosed and for which a temporary Request Wizard interface to submit service
work-around or permanent solution to the requests to IT, which is the only way to
known error has been identified. See also submit a service request from the Requester
problem and work-around. console.
KPI non-bulk CIs
See key performance indicator (KPI). Stand-alone configuration items, for
life cycle asset management example, a single server or laptop.
Managing the life of a CI through its notification
purchase, deployment, and disposal. A message sent to a user by workflow.
maintenance schedule Notification can be in the form of an alert,
A schedule used to perform maintenance email message, or other method using
on CIs. integrations.
measurement OLA
The metric by which supervisors measure See operational level agreement (OLA).
the ability of the support staff to meet their operational catalog
agreements. A feature in which operational categories
milestone for service requests are defined.
A point in time that triggers a set of actions operational categorization
as you progress toward an agreement A three-tier hierarchical representation of
compliance target or service target goal. The operations as defined in the Operational
triggered actions are to make sure your Catalog configuration form. This
goals are being met. categorization is included in records to
multi-tenancy specify the range of operations to which a
A feature in ITSM that uses the Company record applies.
field to limit access by individuals. The operational level agreement (OLA)
Company field can be used to represent a An internal agreement used to define and
company, department, or other group. The track the level of service provided for an IT
Company field also can be used to control organization. An example is an agreement
access in a hosted environment. By default, between the network management team
ITSM applications operate in multi-tenancy and the service desk.
mode. See also single-tenancy.
410 "Glossary
Configuration Guide
operator permission group

One of a number of functions that enable A feature of the ITSM applications that
you to define advanced searches or build controls what areas of the application a
qualifications. users can access. Each permission group can
Overview console access only certain areas of the application.
A central console for ITSM applications. A user can belong to more than one
The console works like a control panel from permission group.
which users can access all assigned work and problem
perform their primary activities. The root cause of an incident or potential
parent/child contract incident. After a resolution or work-around
A parent, or main, contract that has other is identified, the problem becomes a
children, or subcontracts, associated with it. solution database entry or known error. See
also incident, known error, solution database,
PDE and work-around.
See product dictionary entry (PDE).
problem investigation
peer change request A process that helps an IT organization
A dependent change request that can be diagnose the root cause of incidents and
completed at the same time as another potential incidents. It initiates actions that
change request. help to improve or correct the situation,
peer-to-peer preventing the incident from recurring.
Devices that are on the same level in an problem management
organization’s network (for example, two As a concept, a process that identifies the
workstations). See also notification. cause of problems and initiates actions that
performance-level service target help to improve or correct the situation,
A service target that compares a service level preventing an incident from recurring or
to the goals defined in the service target to occurring in the first place. The cause
determine whether the goal is met. Allows identified by a problem investigation can be
you to monitor whether a critical documented in a known error or solution
application that you are using has database record. See also incident, known
responded within the time period specified error, solution database, and problem.
in the goals. See also goal. problem manager
performance-monitoring service target A person who reviews problem
A service target that compares a goal to a investigations and known errors to
defined threshold to determine if the goal is maintain the quality and integrity of the
met. For example, it allows you to monitor problem management process. This person
whether a critical application that you are coordinates the assignment of problem
using responds within 4 seconds or if the investigations and known errors to support
application meets other criteria such as staff, and also reviews problem
being in a state of “OK.” investigation requests and performs
business impact analysis.
Glossary ! 411
process flow reminder

Shows the progress of a request as it moves A message similar to an AR System
through the stages of its life cycle. It does notification, except that you can define the
this within a form, such as an incident content of a reminder and specify when to
request. A diagram shows the stages of the send it.
process, as indicated by best practices, request-based service target
rooted in ITIL processes. It indicates the A service target that measures how long a
current stage and state of the request. The process takes, such as the time to respond to
process flow diagram also serves as a wizard, or resolve a service desk request, or the time
guiding the user through the life cycle. to respond to or resolve a change request.
product categorization requester
A five-tier hierarchical representation of A person in the organization who needs
products as defined in the Product Catalog assistance from the IT support staff. A
configuration form. This categorization is requester is usually an employee in the
included in records to specify the range of organization who needs to have a change
products to which the record applies. implemented or an incident resolved.
product dictionary entry (PDE) Requester console
An entry in the Definitive Software Library The front end for the Change Management
that represents the master name of a and Incident Management applications. It
software application. See also definitive provides an easy, user-friendly interface
software library (DSL). that allows users to quickly submit requests
push field for change or incidents to the two back-end
An advanced action that allows you to push applications, and to view their submitted
information from the “Applies To” form requests.
for which you are creating an SLA to residual value
another form on the same server. See also The value you can purchase an item for
service level agreement (SLA). after its lease expires.
reconciliation return on investment (ROI)
A feature in Asset Management that checks A method of calculating when the capital
for duplicate CI records and enables the cost of implementing a project, product, or
user to delete one and keep the other. service will be recovered through the
registered user savings that result from completing the
A user who has an entry in the People form activity. The ROI can be expressed in terms
with an AR System login ID. of internal savings, increased revenue from
relationship external sources, or some combination of
A type of BMC Atrium CMDB class that these types of savings. See also service level
defines the relationship between two CIs. agreement (SLA) and service level
management (SLM).
412 "Glossary
Configuration Guide
review period service catalog

A period of time over which the compliance A list of IT services, default levels, and
of an agreement is monitored on a regular options.
basis. The following review periods are service level agreement (SLA)
provided in SLM: Daily, Weekly, Monthly, An agreement between a service provider
and Quarterly. For example, if a Monthly and its customers or lines of business that
review period is added to a service level formally documents the needs of the
agreement, then the SLA's compliance customer and makes sure the correct level
target needs to be met on a monthly basis. If of service is received from the service
a Daily review period is also added, then the provider.
SLA's compliance target needs to be met on
both a daily basis and a monthly basis. See service level management (SLM)
also service level agreement (SLA) and service As a concept, the continuous and proactive
level management (SLM). process of defining, agreeing, monitoring,
reporting, and reviewing the performance
ROI of IT services to make sure that adequate
See return on investment (ROI). levels of service are delivered in alignment
role with business needs and at acceptable cost.
A set of responsibilities, activities, and service manager
authorizations, usually within the context A manager who uses Asset Management to
of a single application or a business system. create service objects used for interpreting
Note: Access to Remedy ITSM applications business problems, for example, cost of
is based on user roles. Depending on your unavailability of services to a business area.
role in the organization—requester, service request
support, management—you work with a A request for service to the IT organization.
different application (or view) on your Service requests can be requests for change
desktop. or requests to resolve incidents that impact
root cause the user.
The underlying cause of an IT-related Service Request console
problem experienced by a customer. See Requester console.
row level locking
See multi-tenancy.
salvage value
The estimated value that a CI will realize at
the end of its useful life. See also useful life.
script
Detailed instructions that have been set up
by an administrator to prompt users with
questions that can assist in resolving or
assigning an incident.
Glossary ! 413
service target solution entry

The individual level of service to achieve. A A reusable solution to a customer product
service target includes terms and problem. This is stored in the solution
conditions, goals, costs, and milestones. database.
Examples of service target goals include split cost center
incident resolution time of 30 minutes, A cost center that enables a department to
application response time of 4 seconds, and split its costs with other departments. For
an application being in a state of “OK.” See example, a project management group
also availability service target, might split its costs with an engineering
performance-monitoring service target, department and a sales department. The
request-based service target, and compliance project management department would be
service target. a split cost center, and the engineering
set field department and sales department would be
An advanced action that allows you to pull target cost centers.
information from other forms to set in the straight-line depreciation
form for which you are creating the A method of calculating depreciation in
agreement. which CIs depreciate at a constant value per
single-tenancy year. The annual depreciation is calculated
A feature that allows selection of a default by subtracting the salvage value of the CI
company for company fields in ITSM. from the purchase price and then dividing
Single-tenancy mode is required to give this number by the estimated useful life of
unknown users access to the ITSM the CI.
Requester console. See also multi-tenancy. submitter
SLI A person who reports a problem, makes a
See software library item (SLI). request, or enters information into a
SLM database. See also change request.
See service level management (SLM). submitter group
software library item (SLI) One of several special access control groups
The physical storage locations of the master that the AR System provides. Users
copy of a software application and its automatically belong to this implicit group
versions. for requests they have submitted. See also
assignee.
software license compliance
Keeping track of what software your sum-of-the-year’s digits depreciation
company has and that it has the legal right A method of calculating depreciation in
to use it. which CIs lose more of their value early in
their lifetime. This method of calculating
solution database depreciation of a CI assumes higher
A repository that stores reusable solutions depreciation charges and greater tax
to customer product problems in an benefits in the early years of a CI's life.
easy-to-retrieve format.
414 "Glossary
Configuration Guide
task time-based service target

A unit of work that needs to be completed as A service target that measures the time
a step in implementing an incident or taken, for example, to resolve an incident
problem investigation. In the Change from the time the incident was reported to
Management application, you can also the time it was resolved. Any time that falls
group a number of activities for requests within the "Exclude when" qualification is
with a number of actions that need to be ignored and not measured.
completed before the request can be TMS
resolved. Your administrator creates task See task management system (TMS).
templates and task group templates that you
can reuse for the same types of requests. topology
Tasks can be manual or automatic. The pattern of links connecting pairs of
nodes of a network.
task management system (TMS)
A sub-system that is used to create task total cost of ownership (TCO)
templates and task group templates. Besides A method of calculating all expenses
the ability to set up predecessor-successor associated with a CI over its lifetime. The
relationships, TMS supports branching and calculation considers depreciation,
multiple task paths as well as the data maintenance, staff costs, accommodation,
exchange between activities. and planned renewal.
UC
TCO
See total cost of ownership (TCO). See underpinning contract (UC).
underpinning contract (UC)
template
1. A set of predefined criteria or settings that A contract that is used to track performance
can be used by many agreements or service against prearranged goals that the IT
targets. See also service level agreement organization has with an external service
(SLA). provider or supplier.
2. A form set up by an administrator that a useful life
user can select to complete an incident The number of years that a depreciable CI is
ticket or a change request with information expected to be in use.
consistent with the user’s support group wildcard
and the type of incident or change request. A character that users can type to represent
terms and conditions other characters in a search. For example, in
The conditions that specify whether a search statements in character fields, users
service target should take effect. For can specify wildcards to match single
example, the terms and conditions could characters, strings, or characters within a
specify that the service target applies only to range or set.
incidents in which the priority is urgent and work info
the service is email. Or the service target A record describing work performed.
applies only to a specific set of KPIs. See also
service target.
Glossary ! 415
work-around
A temporary resolution to an incident,
problem, or known error.
workflow
The automated set of business processes
used to run a company.
416 "Glossary
Index
A adding (continued)
access on-call schedules 183
extending permission group 117 operational categories 204
granting to ITSM applications 102 organizations 130
Access ID form 156 people attributes 155
access IDs, viewing 156 people details 154
Access Restrictions dialog box 53, 140, 146 people templates 149
accessing people to companies 132
Application Administration Console 27 people work info 158
Custom Configuration tab 68 phone numbers 155
forms 26 product categories 194
ITSM configuration forms 27 product model information 199
ITSM information 140, 146 product patch information 201
Standard Configuration tab 36 product version information 199
active links 23 products to suites 400
ad hoc approval process 88 related files to patch entries 401
Add Support Group dialog box 297 relationships to
adding generic categories 212
aliases operational categories 207
company 122 product categories 202
group 180 site attachments 174
product 199 site details 174
site 171 site relationships 173
alternate approvers 164 Software Library Item attachments 400
cost centers 223 support group members 187
favorite groups 181 support groups 178
home addresses 154 support groups for companies 132
locations to companies 125 support groups to change templates 297
mapping 325 support persons 141
non-support persons 135 target cost centers 224
Additional Details/Attachments tab 174
Index ! 417
Additional Qualifications tab 90, 93 Application Administration Console (continued)

Address Details dialog box 154 Incident Management and 73
Address Information tab 170 information
addresses, adding home 154 deleting 83
Administrator permission 102 modifying 83
administrators, defining application 29 updating 81
Advanced Configuration tab 132 opening from
Advanced Criteria tab 277 BMC Remedy User 28
advanced options browsers 28
Change Management 299 Problem Management and 73
Incident Management 339 Requester Console and 74
Alias tab 123 resetting passwords 32
aliases schema names and 93
company searching for information 81
about 122 Service Level Management and 74
adding 122 Standard Configuration tab 26, 35–65
deleting 124 Task Management and 74
modifying 124 application administrators, defining 29
group 180 Application Registry form
product 199 about 376
product catalog, mapping 214 Connection tab 378
site 171 General tab 378
Alternate Approvers form 166 top pane 377
Alternate Approvers tab 164 applications
Application Administration Console configuring ITSM 26
about 26 relating to
Asset Management and 69 generic categories 212
BMC Configuration Management and 70 operational categories 207
Change Management and 70 product categories 202
configuring Approval Admin permission 103
countries 97 Approval Process Configuration form
currencies 98 Additional Qualifications tab 90
geographic information 96 bypassing approval processes 91
ITSM applications 26 configuring approval processes 87
ITSM foundation 70 Status Flow tab 89
system settings 84 Approval Process tab 87
time zones 96 Approval Server forms 21
work info types 349 approvals
Custom Configuration tab 26, 67–99 ad hoc 88
defining application administrators 29 adding alternate approvers 164
Distributed Server Option and 93 change management chain 88
forms Change Management phases 274
deleting 83
modifying 83
updating 81
418 "Index
Configuration Guide
approvals (continued) Asset Management (continued)

configuring ITSM and 18
change process 85 permissions
CI process 268 Asset Admin 106
mappings 272 Asset Config 106
creating support staff 273 Asset User 107
emergency change request 91 Asset Viewer 108
level 88 Purchasing User 108
parent-child 88 Receiving User 109
process types 88 Asset Management Settings form 250
setting up approvers 272 Asset Reconciliation Configuration Console 270
Approver Mappings form assets, configuring bulk reorders 253
about 272 assignee groups, defining cost rates by 230
Advanced Criteria tab 277 assigning incidents 341
Categorization tab 276 Assignment dialog box 61
Impacted Area/CI tab 275 Assignment Engine
Role tab 276 assigning incidents automatically 341
approvers, configuring 272 auto-assignments and 236
AR System assignment events 238
configuring settings 84 assignment scripts 316
customizing form sort order 94 Assignment tab
licenses 21 about 181
permissions 102 Change Template form 292
support groups and 178 Incident Template form 332
architecture, ITSM 19 assignments
ASE-Administrator permission 103 automatic 236
Asset Management change template 292
advanced options 248 configuring
approvals 268 group 236
Asset Reconciliation Configuration individual 240
Console 270 rules 248
BMC Atrium CMDB and 270 creating routing 60
bulk CI reorder level and lead time events 238
specification 253 incident 341
CI depreciation criteria configuration 256 incident templates and 332
CI notifications 258 making staff persons unavailable for 158
configuring scripts 316
application 69, 247–270 Atrium CMDB. See BMC Atrium CMDB
approval process 85 Attachment Details dialog box 400
assignment rules 248 attachments
bulk CI reorders 253 adding to sites 174
CI settings 250 adding to Software Library Items 400
license management 262 Attributes tab 155
settings 251 attributes, adding people 155
audience for this guide 12
Index ! 419
Authoring For Groups tab business hours, modifying for support groups 188
Change Template form 296 bypassing change request approvals 91
Incident Template form 338
authoring groups C
See also groups calendars, configuring change 300
configuring for change templates 296 Catalog Mapping form 197
configuring for incident templates 337 catalogs
auto-assignments See also operational catalogs; product catalogs
group 236 generic 209
individual 240 operational
availability about 204
See also unavailability configuring 193–216
changing for assignments 158 product
changing for notifications 160 about 194
Availability Manager role 117 configuring 193–216
categories
B cost
base data structures 76 creating 218
Best Practice icon 12 modifying 221
BMC Atrium CMDB rates 229
Class Manager Console 270 viewing 219
ITSM and 11 generic
reconciliation process 255 adding relationships 212
syncing Asset Management UI with 265 creating 209
BMC Configuration Management, integrating 70 deleting 212
BMC Remedy Asset Management. See Asset modifying 212
Management setting to offline 212
BMC Remedy Change Management. See Change viewing 211
Management operational
BMC Remedy Distributed Server Option. See adding 204
Distributed Server Option adding relationships 207
BMC Remedy IT Service Management. See ITSM creating 59
BMC Remedy Service Desk. See Service Desk deleting 207
branches, decision tree modifying 207
about 312 setting to offline 207
creating details 314 viewing 206
creating main 314 product
sorting 314 adding relationships 202
Broadcast Submitter role 117 creating 56
Browser permission 102 setting to offline 202
Bulk CI Reorder Level and Lead Time structure 56
Specification 253 Categorization tab
bulk CI reorders, configuring 253 Approver Mappings form 276
Business Holidays Definition dialog box 190 Change Template form 290
Business Hours and Holidays tab 188, 190 Incident Template form 331
420 "Index
Configuration Guide
categorizations change requests (continued)

change template 290 templates
cost 218 about 284
incident template 331 assignment settings 292
operational 204 categorization settings 290
product 56, 194 classification settings 287
CCM Calendar Administration form 300 creating 284
change calendars, setting preferences 300 deleting 286
Change Configuration Rules form 306, 308 financial settings 295
Change Management modifying 285
advanced options 299 process settings 290
assessing risk 278 relationship settings 293
change calendars 300 task template settings 297
configuring Change Template form
application 70, 271–310 Assignment tab 292
approval process 85 Authoring For Groups tab 296
approver mappings 272 Categorization tab 290
notifications rules 308 Classification tab 287
ITSM and 18 Financials tab 295
parent-child approval process 88 Relationships tab 293
permissions Task Templates tab 297
CM Dashboard User 109 change templates
Infrastructure Change Config 109 about 284
Infrastructure Change Master 109 assignment settings 292
Infrastructure Change Submit 110 categorization settings 290
Infrastructure Change User 110 classification settings 287
Infrastructure Change Viewer 110 configuring authoring for groups 296
prioritizing change requests 302 creating 284
rules 304 deleting 286
templates 284 financial settings 295
change management chain 88 modifying 285
Change Prioritization form 303 process settings 290
change requests relationship settings 293
bypassing approvals 91 task template settings 297
configuring approval process 85 updating support groups 297
configuring rules 304 charge-back time periods 232
emergency 91 CHG:CFG-Impact form 304
prioritizing 302 CHG:CFG-Urgency form 304
risk factors CI Depreciation Criteria Configuration 256
about 278 CI Notifications 258
creating derived 282 CI Relationships Search form 157, 335
creating questions 278 CIs tab 156
CIs. See configuration items
cities, configuring 98
Index ! 421
Classification tab companies (continued)

Change Template form 287 relating to
Incident Template form 329 generic categories 212
Infrastructure Change form 279 operational categories 207
classifications product categories 202
change template 287 product dictionary entries 397
incident template 329 site groups
CM Dashboard User permission 109 about 42, 126
CMDB. See BMC Atrium CMDB modifying 129
Command Automation Interface site relationships 172
configuring 375–385 structure 39
viewing commands 379 support groups 132
Command Event Master permission 103 tiered menu structure 132
Command Parameter Mappings form 384 Company Alias Update dialog box 123, 124
Commands form 381 Company dialog box 38
companies Company form
advanced configurations 132 Alias tab 123, 124
aliases People Organizations tab 130
about 122 working with 119–132
adding 122 Company Relationships tab 170, 173, 174
deleting 124 Company/Module Relationship form 203, 397
modifying 124 compatibility matrix 29
configuring 119–132 Config Categorization Admin permission 103
creating 39, 121 Config Categorization User permission 103
information 120 Config Group Mapping Admin permission 103
locations configuration functions
about 124 about 75
adding 125 quick-start reference 76
creating 40 configuration items
removing 127 approval process 268
organizations configuring assignment rules 248
about 130 configuring bulk reorders 253
adding 130 deleting 255
creating 39 depreciation criteria 256
deleting 131 notifications 258
modifying 131 outages 261
structure 120 relating to people 156
people 132 repair status 261
regions saving in datasets 250
about 41, 126 syncing Asset Management with CMDB 265
modifying 128 unavailability priority 267
unavailability status 261
configurations
advanced company 132
custom 67–99
422 "Index
Configuration Guide
configurations (continued) configuring (continued)

modifying standard 62 Change Management 70, 271–310
standard 35–65 change request priority 302
viewing standard 62 change templates
Configure Approval Process for Configurations assignment settings 292
form 269 categorization settings 290
Configure Assignment form 236 classification settings 287
Configure Change Rules form 305 financial settings 295
Configure CI Notifications form 259, 260 process settings 290
Configure CI Outage form 261 relationship settings 293
Configure CI Rules form 248, 249 task template settings 298
Configure CI Unavailability Priority form 267 charge-back time periods 232
Configure Cost Categorization form 218 CI depreciation criteria 257
Configure Cost Rate form 230, 231 CI settings in Asset Management 250
Configure Country Code Option form 242 CI unavailability priority 267
Configure Depreciation Criteria form 257 CI unavailability status 261
Configure Finance Rules form 227 cities 98
Configure Numeric Pager Prefix form 243 Command Automation Interface 375–385
Configure Person Template dialog box 149 companies 119–132
Configure Person Template form 150 cost centers 167
Configure Problem Impact form 355 costs 217–233
Configure Problem Prioritization form 360 countries 97
Configure Problem Priority Weight Ranges currencies 98
form 358 data creation order 76
Configure Problem Rules form 352 decision trees 312
Configure Problem Urgency form 356 Definitive Software Library 387–402
Configure Reorder Levels for Bulk Assets form 254 field lists 22
Configure Work Info form 349 functions 75
configuring geographic information 96
advanced options impact
Asset Management 248 incident 342
Change Management 299 problem 355
applications, ITSM 26 Incident Management 73, 311–349
approver mappings 272 incident templates
approvers 272 assignment settings 333
Asset Management 69, 247–270 categorization settings 331
assignment rules 248 classification settings 330
assignments 235–240 existing 327
authoring for groups 296 group authoring settings 338
BMC Atrium CMDB 270 new 327
BMC Configuration Management 70 relationship settings 334
bulk CI reorders 253 resolution settings 336
catalogs 193–216 ITSM 20
change approval process 85 ITSM applications 26
change calendars 300 ITSM foundation 70
Index ! 423
configuring (continued) cost categories

notification rules 308 creating 218
pager notifications 241–246 modifying 221
pager services 244 viewing 219
passwords 32 Cost Center form 223, 225
people profiles 133–167 cost centers
priority about 221
incident 347 adding 223
problem 360 allocation methods 221
Problem Management 73, 351–361 configuring 167
provinces 97 deleting 226
Requester Console 74, 363–374 modifying 225
rules source 221
assignment 248 split
change management 304 about 221
finance 226 creating 224
incident management 339 target
license management 262 about 221
problem management 352 adding 224
request 373 removing 226
Service Level Management 11, 74 Cost Management permissions
sites 169–175 Cost Manager 111
states 97 Cost User 111
summary definitions for requests 368 Cost Viewer 111
support groups 177–191 cost rates
system settings 84 about 228
Task Management 74 defining by assignee group 230
time zones 96 defining by category 229
unavailability priority for CIs 267 costs
unavailability status for CIs 261 See also cost categories; cost centers; cost rates
urgency categorization 218
incident 344 centers 221
problem 356 charge-back time periods 232
weight ranges configuring 217–233
incident 345 finance rules 226
problem 358 rates 228
Connection tab 378 countries
consoles codes 242
Application Administration 26 configuring 97
Asset Reconciliation Configuration 270 creating
CMDB Class Manager 270 alternate approvers 164
Definitive Product Library 400 approval status flows 90
DSL 390 approvals for support staff 273
Incident Request 349 assignment routing 60
Requester 364 branch details 314
424 "Index
Configuration Guide
creating (continued) customizing

branches 314 ITSM 21
bulk CI reorders 254 ITSM applications 67–99
change templates 284 notification preferences 160
CI notifications 259 product dictionary entries 392
companies 39, 121 sort order of AR System forms 94
cost categories 218
cost rates D
assignee group 230 data
category 229 modifying standard configuration 62
templates 229, 231, 232 structures, base 76
country codes 242 viewing standard configuration 62
decision trees 312 Data Import form 388
derived risk factors 282 data languages 24
generic categories 209 databases, customizing sort order 94
group assignments 236 datasets
incident templates 327 production 250
locations 40 sandbox 250
non-support persons 47, 135 saving configuration items in 250
numeric pager prefixes 243 selecting for product catalogs 215
operational categories 59 Decision Tree form 313
organizations 39 decision trees
pager settings 163 about 312
patches for product dictionary entries 396 configuring 312
people attributes 155 creating branch details 314
people information 43 creating main branches 314
people templates 149 Define Business Hours form 186, 189
product categories 56 Define Commands and Command Parameters
relationships among forms 76 form 380, 382
relationships between CIs and people 156 defining
risk factors for change requests 278 application administrators 29
scripts 316 cost rates by assignee group 230
sites 170 cost rates by category 229
Software Library Items 399 request summaries 368
support groups 42, 178 definitions, ITSM workflow 22
support persons 50, 141 Definitive Product Library Console 400
tiered company menus 132 Definitive Software Library
currencies, configuring 98 See also DSL Console
Custom Configuration tab configuring 387–402
about 26, 68 defined 387
opening 68 importing vendor data 388
working with 67–99 product dictionary entries
custom configurations 67–99 creating 392
customer support website 21, 389 defined 387
Customize permission 102
Index ! 425
Definitive Software Library (continued) dialog boxes (continued)

software library items 387 Company and Organization 38
updating vendor data 389 Configure Person Template 149
Delete CI form 256 Favorite Groups 182
deleting License Management Include Class 265
aliases Location 41
company 124 Location Update 126
group 181 Notification Rules 310
site 172 Operational Catalog 59
bulk CI reorders 255 Operational Catalog Relationship 208
change templates 286 Operational Category Update 206
CI depreciation criteria 258 Organization Update 131
CI notifications 260 Patch 201
company site relationships 174 Permission Group 52, 139, 145
configuration items 255 Person Template 46
cost centers 226 Phone details 164
country codes 243 Product Category 57
favorite groups 182 Region Update 129
form information 83 Relate File to Product 402
generic categories 212 Risk Assessment Questions 279
locations 127 Searching For Cost Centers 224
login IDs 153 Select Template 299
mapping 325 Site Alias Update 171, 172
numeric pager prefixes 244 Site Company Relationship 173, 174
on-call schedules 186 Support Group 43
operational categories 207 Template Support Group Association 338
organizations 131 display languages 24
pager service configurations 246 Distributed Server Option, enabling 93
product dictionary entries 398 documents available for ITSM 13–16
product dictionary relationships 398 DSL
product information 202 See also Definitive Software Library; DSL
scripts 325 Console
site relationships 174 Master permission 105
support groups from change templates 297 Viewer permission 105
depreciation criteria, CI 256 DSL Console
Derived Factors tab 283 See also Definitive Software Library
Derived Risk Factors template 283 about 390
derived risk factors, creating 282 permissions 103
dialog boxes Product Category tab 398
Access Restrictions 53, 140 product dictionary entries 390
Address Details 154 product files 390
Assignment 61 products in suite 390
Attachment Details 400 software library items 390
Business Holidays Definition 190
Company Alias Update 123, 124
426 "Index
Configuration Guide
E filters 22
education, Remedy 21 finance rules 226
emergency change requests 91 Financials tab
entries Change Template form 295
creating work info 158 People form 167
invisible script 326 fixed licenses 21
escalations 23 floating licenses 21
ESIDVersion file 389 flow, creating approval status 90
events, assignment forms
General 238 Access ID 156
Incident Owner 239 Access Restrictions 146
Infrastructure Change Assignee 239 accessing ITSM configuration 27
Infrastructure Change Manager 239 Add Support Group 297
Problem Manager 239 Alternate Approver 166
Solution Manager 239 Application Registry 376
Task Assignee 239 Approval Process Configuration 87, 91
Unavailability Assignment 239 Approval Server 21
examples Approver Mappings 272
Change Management rules 305 Asset Management Settings 250
change prioritization 303 Catalog Mapping 197
decision tree branching structures 312 CCM Calendar Administration 300
decision trees 313 Change Configuration Rules 306, 308
incident impact values 343 Change Prioritization 303
incident management rules 340 Change Template 287, 290
incident prioritization 348 CHG:CFG-Impact 304
incident templates 328 CHG:CFG-Urgency 304
incident urgency values 344 CI Relationships Search 157, 335
priority weight ranges 346 Command Parameter Mappings 384
problem prioritization 360 Commands 381
problem priority weight ranges 358 Company 119–132
problem urgency values 357 Company/Module Relationship 203, 397
Configure Approval Process for
F Configurations 269
favorite groups 181 Configure Assignment 236
Favorite Groups dialog box 182 Configure Change Rules 305
Favorite Groups tab 182 Configure CI Notifications 259, 260
field lists 22 Configure CI Outage 261
fields Configure CI Rules 248, 249
generic catalogs and 209 Configure CI Unavailability Priority 267
Inbound 349 Configure Cost Categorization 218
Outbound 349 Configure Cost Rate 230, 231
selection lists Configure Country Code Option 242
about 22 Configure Depreciation Criteria 257
populating 209 Configure Finance Rules 227
table 23 Configure Numeric Pager Prefix 243
Index ! 427
forms (continued) forms (continued)

Configure Person Template 150 Relate Product to Suite 401
Configure Problem Impact 355 relating 76
Configure Problem Prioritization 360 Request Management Application
Configure Problem Priority Weight Settings 365
Ranges 358 Request Rules 373
Configure Problem Rules 352 Risk Factors Configuration 279, 281, 282
Configure Problem Urgency 356 Risk Factors Template 280
Configure Reorder Levels for Bulk Assets 254 Schema Sort 94
Configure Work Info 349 Script Setup 317, 319
Cost Center 223, 225 Script Update 318, 325
Data Import 388 searching for information 81
Decision Tree 313 Site Information 170
Define Business Hours 186, 189 Software Library Item 399, 400
Define Commands and Command Summary Definition 369
Parameters 380, 382 Support Group 63, 179
Delete CI 256 Survey Question Configuration 371
deleting information 83 Sync Asset UI with CMDB 266
Generic Catalog Setup 209, 212, 213 System Settings 85
Generic Catalog Update 210 Trusted Datasets 216
Group Assignment 236 Update Support Group Memberships and
Incident Impact 343 Roles 54, 148
Incident Prioritization 347 updating information 81
Incident Priority Weight Ranges 345 foundation, configuring ITSM 70
Incident Rules 339 Functional Role Update tab 55
Incident Urgency 344 functional roles
Infrastructure Change Templates 285 about 117
License Management Engine Availability Manager 117
Configuration 262 Broadcast Submitter 117
Manage Mappings 320, 325 Incident Manager 117
modifying information 83 Infrastructure Change Approver 117
New Script Mapping 321 Infrastructure Change Assignee 117
Notification Preferences 161 Infrastructure Change Manager 118
On-Call Support Update 184 Problem Manager 118
opening 26 Release Manager 118
Operational Catalog Setup 205 Service Level Manager 118
Pager Service Provider Configuration 245 support group 43, 179
Password Reset 33 functions. See configuration functions
Patch 396
PDL:ESIDversioninfo 389 G
People 45, 48, 51, 133–167 General Access permission 105
Product Catalog Alias Mapping 214 General event 238
Product Catalog Setup 195, 393, 396 General tab 138, 144, 378
Product Category Update 196, 394 General/Assignment tab 322
Product Model/Version 200, 395 Generic Catalog Setup form 209, 212, 213
428 "Index
Configuration Guide
Generic Catalog Update form 210 impact

generic catalogs incident 342
about 209 problem 354
See also generic categories Impacted Area/CI tab 275
generic categories Import tab 388
adding relationships 212 importing DSL vendor data 388
creating 209 Inbound fields 349
deleting 212 Incident Impact form 343
modifying 212 Incident Management
setting to offline 212 advanced options 339
unavailable 212 configuring 73, 311–349
viewing 211 permissions
Generic/Product/Service Relationship Category Incident Config 112
table 211 Incident Master 112
geographic information, configuring 96 Incident Submitter 112
Group Assignment form 236 Incident User 113
groups Incident Viewer 113
See also authoring groups; favorite groups; rules 339
support groups templates 326
aliases 180 Incident Owner event 239
assignments 236 Incident Prioritization form 347
authoring settings, change template 296 Incident Priority Weight Ranges form 345
authoring settings, incident template 337 Incident Request console
configuring authoring 296 Inbound fields 349
defining cost rates by assignee 230 Outbound fields 349
extending access with functional roles 117 Incident Rules form 339
permissions 164 Incident Template form
site 42, 126 Assignment tab 332
updating support for change template 297 Authoring For Groups tab 338
Categorization tab 331
H Classification tab 329
holidays, modifying for support groups 188 Relationships tab 333
home-based employees 134 Resolutions tab 336
incident templates
I about 326
icons assignment settings 332
Best Practice 12 categorization settings 331
New 12 classification settings 329
IDs configuring 327
creating related patch 396 creating 327
login example 328
removing 153 group authoring settings 337
storing 164 modifying 327
viewing access 156 relationship settings 333
resolution settings 336
Index ! 429
Incident Urgency form 344 ITSM

incidents about 18
assigning automatically 341 accessing
configuring rules 339 applications 102
decision trees and 312 configuration forms 27
impact values 342 information 140, 146
Manager role 117 architecture 19
permissions configuration
Config 112 functions 75
Master 112 prerequisites 21
Submitter 112 configuring 20
User 113 customizing 21
Viewer 113 documentation 13
priority 341, 347 organizational structure model 75
templates product suite 11, 18
about 326 workflow definitions 22
assignment settings 332
categorization settings 331 L
classification settings 329 languages
configuring 327 changing notification preference 160
creating 327 data 24
group authoring settings 337 display 24
modifying 327 lead time, configuring bulk CI reorder 253
relationship settings 333 level approval process 88
resolution settings 336 levels, configuring bulk CI reorder 253
urgency values 343 License Management Engine 262
weight 341 License Management Engine Configuration
weight ranges 345 form 262
Infrastructure Change License Management Include Class dialog box 265
Approver role 117 licenses
Assignee role 117 fixed 21
Config permission 109 floating 21
Manager role 118 management rules 262
Master permission 109 people information 164
Submit permission 110 Licensing permission 105
User permission 110 links, active 23
Viewer permission 110 lists, field 22
Infrastructure Change Assignee event 239 localization 23
Infrastructure Change form 279 Location dialog box 41
Infrastructure Change Manager event 239 Location Update dialog box 126
Infrastructure Change Templates form 285 locations
initiator scripts 316 about 124
integrating BMC Configuration Management 70 adding to companies 125
internationalization 23 creating 40
IT Service Management. See ITSM product dictionary entry patch 399
430 "Index
Configuration Guide
locations (continued) modifying (continued)

relating to sites 172 generic categories 212
removing from companies 127 holidays for support groups 188
site groups 42, 126 incident templates 327
structure 40 mapping 325
Locations tab 125 notification preferences 163
login IDs numeric pager prefixes 244
people profile 164 on-call schedules 186
removing 153 operational categories 207
Login/Access Details tab 141, 147, 151, 164 organizations 131
pager service configurations 246
M people records 132
Manage Mappings form 320, 325 product information 201
mapping regions 128
adding 325 scripts 324
approvals 272 site groups 129
configuring approver 272 site relationships 174
deleting 325 standard configuration data 62
making script entries invisible 326 support groups 132
managing 325 system settings 84
modifying 325 Modules Mapping tab 324
pager area codes 242 multi-tenancy option 120, 134
product catalog aliases 214
product catalogs 197 N
scripts 319 New icon 12
Mappings tab 323 New Script Mapping form
menus, creating tiered company 132 General/Assignment tab 322
Miscellaneous tab 132 Mappings tab 323
models, adding product 199 Modules Mapping tab 324
modes, tenancy 120, 134 opening 321
modifying non-support staff
aliases See also support groups; support staff
company 124 creating persons 47, 135
group 181 defined 43
site 172 Notification Admin permission 105
bulk CI reorders 255 Notification Preferences form 161
business hours for support groups 188 Notification Rules dialog box 310
change templates 285 Notification tab, Change Configuration Rules
CI depreciation criteria 258 form 309
CI notifications 260 notifications
company site relationships 174 configuring
cost categories 221 CI 258
cost centers 225 pager 241–246
country codes 243 rules 308
form information 83
Index ! 431
notifications (continued) pagers (continued)

customizing preferences 160 country code options 242
functional roles and 117 creating settings for support staff 163
Notifications tab, People form 160 numeric prefixes 243
numeric pager prefixes 243 on-call support groups and 184
parent-child approval process 88
O Password Reset form 33
office-based employees 134 passwords, resetting 32
offline Patch dialog box 201
setting generic categories 212 Patch form 396
setting operational categories 207 Patch tab 201
setting product categories 202 patches
on-call schedules, configuring 183 adding information to products 201
On-Call Support Update form 184 product dictionary
On-Call tab 183 adding files to entries 401
opening creating for entries 396
Application Administration Console 27 creating related IDs 396
Custom Configuration tab 68 specifying locations 399
forms 26 PDL:ESIDversioninfo form 389
Standard Configuration tab 36 people
Operational Catalog dialog box 59 See also people information
Operational Catalog Relationship dialog box 208 about 132
Operational Catalog Setup form 205 accessing ITSM information 140, 146
operational catalogs 204 creating records from templates 44
operational categories creating templates 149
adding 204 People Display tab 187
creating 59 People form
Operational Category Update dialog box 206 Alternate Approvers tab 164
Organization Update dialog box 131 Attributes tab 155
organizational structure model, ITSM 75 CIs tab 156
organizations creating non-support staff records 48
about 130 creating people records from templates 45
adding 130 creating support staff records 51
company 39, 120 Financials tab 167
creating 39 General tab 138, 144
deleting 131 Login/Access Details tab 141, 147, 164
modifying 131 Notifications tab 160
structure 39 Support Groups tab 158
Outbound fields 349 Work Info tab 158
working with 133–167
P people information
Pager Service Provider Configuration form 245 See also people
pagers about 134
configuring notifications 241–246
configuring services 244
432 "Index
Configuration Guide
people information (continued) permissions (continued)

adding ITSM
attributes 155 Administrator 102
details 154 Approval Admin 103
home addresses 154 ASE-Administrator 103
phone numbers 155 Browser 102
work information 158 Command Event Master 103
alternate approvers 164 Config Categorization Admin 103
configuring 133–167 Config Categorization User 103
creating Config Group Mapping Admin 103
from Standard Configuration tab 43 Contact Location Admin 104
from templates 44 Contact Organization Admin 104
non-support persons 47, 135 Contact People Admin 104
people templates 149 Contact People HR Admin 104
support persons 50, 141 Contact People User 104
home-based 134 Contact Support Admin 105
licensing information 164 Customize 102
login IDs 164 General Access 105
notification preferences 160 Licensing 105
office-based 134 Notification Admin 105
permission groups 164 Security 105
permissions 134 Sub Administrator 102
relating CIs 156 people profiles and 134
removing login IDs 153 Problem Management 114
People Organizations tab 130 Requester Console 115
People tab 132 Service Level Management (SLM) 116
Permission Group dialog box 52, 139, 145 Task Management System 116
permissions Person Details tab 150
about 102 Person Template dialog box 46
AR System 102 Phone details dialog box 164
Asset Management 106 phone numbers, adding 155
Change Management 109 preferences
Cost Management 111 customizing notification 160
DSL 103 setting change calendar 300
extending group access 117 prefixes, numeric pager 243
Financial 111 prioritizing change requests 302
Foundation 103 priority
general and configuration 103 incident 341, 347
groups 164 problem 354, 359
Incident Management 112 priority weight ranges
incident 345
problem 357
Index ! 433
Problem Management product categories (continued)

configuring 73, 351–361 adding 194
permissions adding relationships 202
Problem Config 114 setting to offline 202
Problem Master 114 Product Category dialog box 57
Problem Submitter 114 Product Category tab 196, 398
Problem User 115 Product Category Update form 196, 394
Problem Viewer 115 product dictionary entries
rules 352 adding product suites 400
Problem Manager creating custom 392
event 239 defined 387
role 118 deleting 398
problems importing DSL vendor data 388
configuring rules 352 patches
impact 354 adding related files 401
priority 354, 359 creating 396
priority weight ranges 357 creating related IDs 396
urgency 356 specifying locations 399
weight 354 relating to companies 397
Product Catalog Alias Mapping form 214 removing company relationships 398
Product Catalog Setup form updating DSL vendor data 389
adding product categories 195 Product Model/Version form 200, 395
creating related patch IDs 396 production datasets 250
customizing product dictionary entries 393 products
Patch tab 201 adding models 199
Product Category tab 196 adding patches 201
product catalogs adding to suites 400
See also product categories adding versions 199
about 194 aliases 199
adding categories 57, 194
models 199 categorization structures 56
patches 199 creating categories 56
versions 199 deleting 202
deleting product information 202 modifying 201
mapping aliases 214 relationships 57, 194
mapping catalogs 197 Products in Suite table 400
modifying product information 201 profiles
product aliases 199 creating non-support person 135
product relationships 57, 194 creating support person 141
selecting datasets 215 provinces, configuring 97
setting categories to offline 202 purchase requisitions, approval process 85
trusted datasets and 215 Purchasing User permission 108
product categories
See also product catalogs
about 57, 194
434 "Index
Configuration Guide
Q Relationships tab
quantities, configuring bulk CI reorder 254 Change Template form 293
questions, creating risk factor 278 Incident Template form 333
quick-start reference, configuration functions 76 Release Manager role 118
Remedy education 21
R removing
ranges locations from companies 127
incident weight 345 login IDs 153
problem priority weight 357 reordering bulk CIs 253
rates, cost 228 Request Management Application Settings
Receiving User permission 109 form 365
reconciliation process, BMC Atrium CMDB 255 Request Rules form 373
records Requester Console
creating non-support staff 47 configuring
creating people from template 44 about 364
creating support staff 50 application settings 365
modifying people 132 Application Settings links 74
viewing people 132 request rules 373
Region Update dialog box 129 summary definitions 368
regions surveys 371
about 41, 126 permissions
modifying 128 Requester Console Config 115
registering Requester Console Master 115
applications 376 Summary Definition Config 115
time segments 71 users
Relate File to Product dialog box 402 registered 365
Relate Product to Suite form 401 Requester Console Master 364
relating unknown 365
applications to Requester Console Config permission 115
operational categories 207 Requester Console Master permission 115
product categories 202 requisitions, purchase approval process 85
CIs to people 156 resetting passwords 32
companies to Resolutions tab 336
generic categories 212 resolutions, incident template 336
operational categories 207 Risk Assessment Questions dialog box 279
product categories 202 Risk Factors Configuration form 279, 281, 282
product dictionary entries 397 Risk Factors Template form 280
forms 76 risk factors, change request 278
modules to generic categories 212 Role tab 276
relationships Roles Display tab 187
change template 293 roles. See functional roles
company 172 routing, creating assignment 60
company information 120 rules
incident template 333 assignment 248
product 57, 194 change management 304
Index ! 435
rules (continued) settings (continued)

configuring notification 308 configuring
finance 226 AR System 84
incident management 339 Asset Management for CIs 250
license management 262 Requester Console 365
problem management 352 creating pager for support staff 163
request 373 incident template
assignment 332
S categorization 331
sandbox datasets 250 classification 329
schedules, configuring on-call 183 group authoring 337
schema names 93 relationship 333
Schema Sort form 94 resolution 336
Script Setup form 317, 319 single-tenancy option 120, 134
Script Update form 318, 325 Site Alias tab 171
scripts Site Alias Update dialog box 171, 172
assignment 316 Site Company Relationship dialog box 173, 174
creating 316 site groups
deleting 325 about 42, 126
initiator 316 defined 169
invisible entries 326 modifying 129
mapping 319 Site Information form
modifying 324 Additional Details/Attachments tab 174
working with 316 Address Information tab 170
Searching for Cost Centers dialog box 224 Company Relationships tab 170, 173, 174
Security permission 105 creating sites 170
Select Template dialog box 299 Site Alias tab 171
sequence, data creation 76 sites
Service Desk, ITSM and 18 adding attachments 174
Service Level Management (SLM) adding details 174
Config permission 116 configuring 169–175
configuring 11, 74 configuring aliases 171
ITSM and 18 creating 170
permission 116 groups, defined 169
Service Level Manager role 118 relating to locations 172
services, pager 244 SLIs. See Software Library Items
settings SLM. See Service Level Management
change template Software Library Item form 399, 400
assignment 292 Software Library Items
categorization 290 adding attachments 400
classification 287 creating 399
financial 295 defined 387
process 290 Solution Manager event 239
relationship 293
task template 297
436 "Index
Configuration Guide
sorting support groups (continued)

customizing order of database forms 94 AR System and 178
decision tree branches 314 configuring
source cost centers 221 aliases 180
split cost centers 221 information 177–191
Standard Configuration tab on-call schedules 183
about 26, 36 creating 42, 178
accessing 36 favorite 181
working with 35–65 making staff persons unavailable 158
standard configurations 35–65 modifying 132
states, configuring 97 modifying business hours 188
status paging options 184
configuring CI unavailability 261 role description 43, 179
creating approval flow 90 structure 42, 178
Status Flow tab 89, 92 updating for change templates 297
structures viewing
base data 76 from Support Groups tab 132
ITSM organizational model 75 hours of operation 188
location 40, 124 members 187
organization 39, 120, 130 on People form 158
product categorization 56 shift information 187
support 75 Support Groups tab 54, 132, 153, 158
support group 42, 178 Support Groups Update tab 148
Sub Administrator permission 102 support staff
suites, adding products 400 See also non-support staff; support groups
Summary Definition Config permission 115 approvals 273
Summary Definition form 369 creating persons 50, 141
summary definitions, Requester Console 368 customizing notification preferences 160
Support Group dialog box 43 pager settings 163
Support Group form support structures 75
adding support groups 179 support website 21, 389
Business Hours and Holidays tab 188, 190 Survey Question Configuration form 371
Favorite Groups tab 182 surveys, Requester Console 371
On-Call tab 183 Sync Asset UI with CMDB form 266
People Display tab 187 syncing Asset Management forms with BMC
Roles Display tab 187 Atrium CMDB 265
Support Group tab 178, 179 System Settings form 85
viewing standard configuration data 63 system settings, configuring AR 84
Support Group tab 178, 179
support groups T
See also groups; support staff table fields 23
about 178 tabs
about company 132 Additional Details/Attachments 174
adding 178 Additional Qualifications 90, 93
adding members 187 Address Information 170
Index ! 437
tabs (continued) tabs (continued)

Advanced Configuration 132 Notification 309
Advanced Criteria 277 Notifications 160
Alias 123 On-Call 183
Alternate Approvers 164 Patch 201
Approval Process 87 People 132
Assignment People Display 187
Change Template form 292 People Organizations 130
Incident Template form 332 Person Details 150
Set Assignment Using field 181 Product Category 196, 398
Attributes 155 Relationships
Authoring For Groups Change Template form 293
Change Template form 296 Incident Template form 333
Incident Template form 338 Resolutions 336
Business Hours and Holidays 188, 190 Role 276
Categorization Roles Display 187
Approver Mappings form 276 Site Alias 171
Change Template form 290 Standard Configuration
Incident Template form 331 about 26, 36
CIs 156 accessing 36
Classification working with 35–65
Change Template form 287 Status Flow 89, 92
Incident Template form 329 Support Group 178, 179
Infrastructure Change form 279 Support Groups
Company Relationships 170, 173, 174 Company form 132
Connection 378 Configure Person Template form 153
Custom Configuration People form 54, 158
about 26, 68 Support Groups Update 148
opening 68 Task Templates 297
working with 67–99 Work Info 158
Derived Factors 283 target cost centers 221
Favorite Groups 182 Task Assignee event 239
Financials Task Management
Change Template form 295 configuring 74
People form 167 permissions
Functional Role Update 55 Task Administrator 116
General 138, 144, 378 Task Application Config 116
General/Assignment 322 Task Manager 116
Impacted Area/CI 275 Task Process Config 116
Import 388 Task User 117
Location 125 Task Viewer 117
Login/Access Details 141, 147, 151, 164 registering applications with 376
Mappings 323 Task Templates tab 297
Miscellaneous 132 Template Support Group Association dialog
Modules Mapping 324 box 338
438 "Index
Configuration Guide
templates V
change request 284 vendor data
creating cost rate 229, 231, 232 importing DSL 388
creating people record from 44 updating DSL 389
Derived Risk Factors 283 versions, adding product 199
incident 326 viewing
people 149 access IDs 156
tenancy mode 120, 134 commands 379
time periods, charge-back 232 cost categories 219
time segments, registering 71 finance rules 227
time zones, configuring 96 generic categories 211
trees. See decision trees operational categories 206
Trusted Datasets form 216 people records 132
trusted datasets, product catalogs and 215 standard configuration data 62
support groups
U from Support Groups tab 132
UIs, syncing Asset Management with BMC Atrium hours of operation 188
CMDB 265 members 187
unavailability on People form 158
See also availability shifts 187
CI priority 267 work info, people 160
CI status 261
staff person 158 W
Unavailability Assignment event 239 websites
unknown users customer support 21, 389
Requester Console 365 Remedy education 21
single-tenancy mode and 120, 135 weight
unrelating companies and dictionary entries 398 incident 341
Update Support Group Memberships and Roles incident priority ranges 345
form 54, 148 problem 354
updating problem priority ranges 357
DSL vendor data 389 weight ranges
production data 250 incident 345
support groups for change templates 297 problem priority 357
urgency Work Info tab 158
incident 343 work information
problem 356 adding to person profiles 158
users configuring incident request types 349
granting access to ITSM applications 102 viewing people 160
Requester Console 364 workflow, ITSM definitions 22
unknown 120, 135
Index ! 439
440 "Index
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ITSM Config Guide 700

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ITSM Config Guide 700

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BMC® Remedy® IT Service Management 7.

Restricted Rights Legend

This edition applies to version 7.0 of the licensed program.

BMC Software, Inc.

Chapter 1 Introducing BMC Remedy IT Service Management . . . . . . . . . 17

Chapter 2 Application Administration Console . . . . . . . . . . . . . . . 25

Defining an application administrator . . . . . . . . . . . . . . . . . . 29

Chapter 3 Standard configuration . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 4 Custom configuration . . . . . . . . . . . . . . . . . . . . . . 67

Chapter 5 Permissions and roles . . . . . . . . . . . . . . . . . . . . . . 101

Chapter 6 Company information configuration . . . . . . . . . . . . . . 119

Chapter 7 People information configuration . . . . . . . . . . . . . . . . 133

Chapter 8 Site information configuration . . . . . . . . . . . . . . . . . 169

Chapter 9 Support group information configuration . . . . . . . . . . . . 177

Chapter 10 Product and operational catalog information configuration . . . 193

Chapter 11 Costing information configuration . . . . . . . . . . . . . . . 217

Chapter 12 Assignment configuration . . . . . . . . . . . . . . . . . . . 235

Chapter 13 Pager notification configuration . . . . . . . . . . . . . . . . 241

Chapter 14 Asset Management configuration . . . . . . . . . . . . . . . . 247

Chapter 15 Change Management configuration . . . . . . . . . . . . . . 271

Chapter 16 Incident Management configuration . . . . . . . . . . . . . . 311

Chapter 17 Problem Management configuration . . . . . . . . . . . . . . 351

Chapter 18 Configuring the Requester Console . . . . . . . . . . . . . . . 363

Chapter 19 Command Automation Interface configuration . . . . . . . . . 375

Chapter 20 Configuring the Definitive Software Library . . . . . . . . . . . 387

Important: For information about configuring the BMC Service Level

Best Practice and New icons

The Best Practice icon highlights processes or approaches

BMC Remedy IT Service Management documents

Title Document provides Audience Format

BMC Remedy IT Service Management documents ! 13

Title Document provides Audience Format

Title Document provides Audience Format

BMC Remedy IT Service Management documents ! 15

Title Document provides Audience Format

1 Introducing BMC Remedy IT

This section provides an overview of BMC Remedy IT Service Management

Introducing BMC Remedy IT Service Management ! 17

Note: For information about configuring the BMC Service Level

18 "Chapter 1—Introducing BMC Remedy IT Service Management

Asset Change Incident Problem Service Level

Asset Inventory module

BMC Atrium CMDB

AR System Server (version 7.0 or higher)

The relationships among the database, AR System Server, Approval Server,

Asset Change Incident Problem Service Level

AR System Server (version 7.0 or higher)

20 "Chapter 1—Introducing BMC Remedy IT Service Management

Customizing the applications

Customizing the applications ! 21

Workflow definitions in ITSM

22 "Chapter 1—Introducing BMC Remedy IT Service Management

Internationalization and localization

Note: Information in this guide about localization applies only if your

Internationalization and localization ! 23

Data language and display language

24 "Chapter 1—Introducing BMC Remedy IT Service Management

This section provides an overview of the ITSM Application Administration

Application Administration Console ! 25

Introducing the Application Administration Console

The Application Administration Console has two tabs for Standard

Figure 2-1: Application Administration Console—Standard Configuration tab

26 "Chapter 2—Application Administration Console