Youll need to be sure and expose the incident number field as an input. Bmc, the bmc logo, and other bmc marks are assets of bmc software. Remedy 9 features a modernized ar server, complete with mobile management. Each work info entry is stored as a separate record in a bmc remedy ar. Define a catalog of service request types that reflect what services you offer to your internal or. Extarct worklogwork info from bmc remedy user for a set. Customized bmc remedy itsm work logs documentation for. Click on more details and use dropdown menu to select work info type. Bmc remedy it service management information technology. The primary application of the original remedy itsm platform is its action request ar server. Configure the bmc remedy plugin for integration with beyondtrust remote support. The default value for the source field on the work note e. You can add multiple work info entries to each request.
This approach enables easy reporting and searching of the work info entries associated with any particular record. Work information documentation for remedy it service. Configure the bmc remedy plugin for integration with. This online course provides work order managers and work order assignees with the information and experience that they need to fulfill service requests. The table below lists the work info types available for asset, incident.
Perform this procedure to configure the work info types to add to the totals in the inbound and outbound fields on the incident request island in the classic view. Display only latest work info for incident in report. Predictive service management through autoclassification, assignment, and routing of incidents. Notes about the space, computer hardware, software, connection. The attachments are tied to the work info entry, which associates the attachments to the service record. Otherwise you wont be able to control which work info records it returns.
According to the information that i received, there is no total size limit to the number of attachments that is imposed by the software. Ive attempted to remove some initial selections from the list that arent used in development of course, but form complained of the the missing. Work info logs are components that track work history. From the details and task pane, select the work information record that you want to modify and click view. Creating work information entries bmc documentation. In 2010, bmc launched remedyforce, expanding the remedy line of products to the cloud. Specifies the work detail tab which is designed to record details of the work that is performed to complete the change. This software and related documentation are provided under a license agreement containing restrictions. Provide a centralized catalog of requests including price. Click here to see a description of the work info types.
Quickly gain efficiencies in the delivery and support of it services through a selfservice solution on top of your existing bmc helix itsm implementation incident, change, asset, work orders. Adding work information entries to an open incident request record. From the work info type list, select the type of work information to add. I am interested how to modify add new values in work info types not to impact updats in future. The table below lists the work info types available for asset, incident, problem, task, solution database, and known error records. Embedded multicloud capabilities to broker incidents. Each work info entry is stored as a separate record in a bmc remedy ar system form. Request for installation of a preapproved software. New work info types in itsm bmc communities bmc software. The attachment size also depends upon the size that is defined by the data type in the database. Bmc helix itsm is a powerful, peoplecentric solution that exploits emerging technologies such as ai and machine learning. The default value for the type field on the work note. The name should contain no spaces or other nonalpha characters e. Im wondering if there is a way of managing the work info type selections for bmc remedy change management 7.
The save operation adds your entry to the work history. The ar server executes all the standard service desk tasks, and uses separate server clients to add functionality. Configure the bmc remedy plugin for integration with beyondtrust. Bring key information to customers and support personnel, right where they need it.
Ive attempted to remove some initial selections from the list that arent used in development of course, but form complained of the the missing items. Smart reporting get latest workinfo for incident bmc. Boldface type indicates graphical user interface elements associated. If you want to add work details, select the proper work info type. The following settings apply only if session reports storage is set to work notes or both. In the work info dialog box, select the work info record you want to change, update the required fields, and then click save. Bmc remedy itsm remedy it service management bmc software. For more information on installing and working with the beyondtrust. Creates work info entries related to a change request. You could create a new webservice on the work info form. Stack overflow for teams is a private, secure spot for you and your coworkers to find and share information. Its an attractive choice for companies wanting a cloudbased itsm platformespecially those already using salesforce for their sales and marketing. For more information, see the following books in the oracle enterprise manager.
The work log is composed of text fields that hold the information, attachment fields to support attachments, and a type field that represents the type. Define a catalog of service request types that reflect what services you offer to your internal or external customers. When you move up from remedy onpremises to bmc helix itsm you gain. Note when you return to the request, refresh the work info table to see all the modified records. Open a work space from the bmc remedy developer studio. If more than three attachments are needed, it is recommended to create additional work info entries. The handler will use this name to locate the attachment file within the remedy forms of the kinetic request application. I am looking for an exact field name in itsm to extract the different types of work info for change requests e. How to get work info notes and work info summary data in. Remedyforce is built on the salesforce cloudcomputing platform. Creating work info in remedy with an attachment bmc.