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Manitoba eHealth Page 3 of 28

TABLE OF CONTENTS

Introduction .................................................................................................................................... 4

Purpose .................................................................................................................................................................. 4

Scope ..................................................................................................................................................................... 4

Icons ...................................................................................................................................................................... 4

Getting Started ................................................................................................................................ 4

Logging In .............................................................................................................................................................. 5

Logging Out ............................................................................................................................................................ 5

Getting Help ............................................................................................................................................................ 6

Navigating ............................................................................................................................................................... 6

Working with Consoles .................................................................................................................... 8

Viewing Consoles ..................................................................................................................................................... 8

Filtering Records ...................................................................................................................................................... 9

Counts .................................................................................................................................................................. 13

Quick Links............................................................................................................................................................ 13

Details and Tasks .................................................................................................................................................. 14

Functions .............................................................................................................................................................. 14

Searching ...................................................................................................................................... 19

Using Search ......................................................................................................................................................... 19

Searching Work Details .......................................................................................................................................... 24

Performing a Global Search .................................................................................................................................... 25

Working with Forms ...................................................................................................................... 26

Auto-fill Fields ....................................................................................................................................................... 26

Mandatory Fields ................................................................................................................................................... 26

Field Icons ............................................................................................................................................................ 26

Best Practice View ................................................................................................................................................. 27

Error Messages ...................................................................................................................................................... 27

References .................................................................................................................................... 28

Manitoba eHealth Documents ................................................................................................................................. 28

BMC Remedy Help ................................................................................................................................................. 28




INTRODUCTION

Purpose

The purpose of this guide is to provide users with the necessary procedures to execute basic activities and tasks within Remedy.

Scope

The target audience for this document is second level support staff but the information may also benefit Manitoba

eHealth management and Service Desk staff.

Icons

The following icons are used throughout this guide.

Points to reference sources that contain more information on the topic

Indicates that the information is an important business rule, principle or standard in the Problem Management process

Warns of the consequences of doing or not doing a certain action

Identifies a tip or a shortcut

GETTING STARTED

The Remedy application is subject to WRHA policies, including but not limited to Privacy, Security, Confidentiality and Standards of Conduct Policies. See WRHA policies for further information: http://home.wrha.mb.ca/corp/policy/policy.php

Individuals must only utilize their Privileged Access to applications/systems and the information in such applications/systems (including Remedy) as required to perform their duties and responsibilities to Manitoba eHealth. See Privileged Access Guideline: https://ehealthsp.manitoba-ehealth.ca/HR/Shared%20Documents/Privileged%20Access/Guideline%20Privileged%20Access.pdf

http://home.wrha.mb.ca/corp/policy/policy.php

https://ehealthsp.manitoba-ehealth.ca/HR/Shared%20Documents/Privileged%20Access/Guideline%20Privileged%20Access.pdf

https://ehealthsp.manitoba-ehealth.ca/HR/Shared%20Documents/Privileged%20Access/Guideline%20Privileged%20Access.pdf




Logging In

You may log in to Remedy from any internet connection. To log in:

1. Go to https://manitoba-ehealth.onbmc.com

2. Type your network ID and password into the User Name and Password fields.

3. Click Log In.

The home page appears.

Supported browsers in Remedy are Firefox and Internet Explorer.

You cannot change your password in Remedy. Your password is managed through your network login.

Logging Out

To log out of Remedy:

Click Logout in the top right corner of the Remedy window.

Do NOT end your Remedy session just by closing your browser window. This will leave your Remedy license running; it must be closed out when you leave Remedy.

https://manitoba-ehealth.onbmc.com/




Getting Help

To access the application help files, click on the Help link located in the top right corner of the screen and then select the help module that you want to open.

Navigating

The default home page in Remedy is the Overview Console. This is a summary view that shows all types of tickets (Incidents, Changes, Problems, Known Errors, and Tasks). Double-click a record to open it.

By default most items in Remedy will open up in the existing window. If you want a console or record to

open in a new window, hold down the SHIFT key as you open the item.

The default home page is set in Functions > Application Preferences (see page 17).

If the Overview Console is no longer your default home page, you can still view it by selecting Applications > Foundation Elements > Overview Console.




The Breadcrumb area is located at the top of the Remedy window and will display a “trail” of items that you have recently opened in the application. You may return to any item in the Breadcrumb by clicking it.

The following buttons are located at the top of the Remedy window and may also be used for navigation.

Button Description

Allows you to navigate sequentially through various records and areas of the application that you have been

to within your current session

Displays a list of the most recent items that you have visited; you may return to any item in the list by

selecting it

Takes you to your default home page (as specified in Application Preferences)

Only active in a form such as Incident, Change, or Problem; creates a corresponding new item

Only active in a form such as Incident, Change, or Problem; opens the corresponding search form

The Applications list is an expandable menu that contains links to various consoles and quick actions such as creating a

new ticket or searching for a ticket. Click the double arrow on the Applications tab to expand/collapse the menu.

Browser navigation buttons such as Home, Forward and Back should not be used within Remedy. The

application has its own buttons that will emulate that functionality.

Breadcrumb area




WORKING WITH CONSOLES

Viewing Consoles

The consoles in Remedy are opened through the Applications menu. Each console displays records that are specific to that particular module. Double-click a record to open it.

Applications > Incident Management > Incident Management Console

The Incident Console displays Incident (INC) records.

Applications > Change Management > Change Management Console

The Change Console displays Change (CRQ) records.

Applications > Problem Management > Problem Management Console

The Problem Console displays Problem Investigations (PBI), Known Errors (PKE), and Solutions (SDB).

Note: The Solutions (SDB) feature has not yet been implemented within Manitoba eHealth.




To refresh the list in a console, click the Refresh button in the top right corner of the window.

Filtering Records

At the top of each console, there are a number of options that allow you to control which records are displayed.

SHOW

Value Description

All Shows all tickets regardless of Group, Assignment, or Submitter

Submitted By Me Shows all tickets that you have submitted

Assigned To Me Shows all tickets in which you are the Assignee

Assigned to My Selected Groups Displays a window in which you can select which of your groups you want to see tickets for (based on Assigned Group)

Assigned to All My Groups Shows all tickets assigned to all groups that you are a member of

Watch List (Incident only) Shows all Incidents that you have added to your Watch List

The default value for the Show menu is set in Functions > Application Preferences (see page 17).




FILTER BY

Working in conjunction with the selected Show option, the Filter By field allows you to further filter the list. You can

choose from the defined filters, as well as create your own (see ”Manage My Filters” on page 11).

Incident Defined Searches

Filter Type Description

All Open Incidents that are not Resolved

All Open by Status Incidents that are not Resolved and have been changed to a specific status

All Open Escalated Incidents that are not Resolved and have triggered an escalation notification

All Open SLA Breached Incidents that are not Resolved and have exceeded the resolution target

All Open Submitted By Me Incidents that have submitted and are not Resolved

All Open Unacknowledged Incidents that are not Resolved and have not yet been changed to a Status of In Progress

All Open Unassigned Incidents that are not Resolved and have not yet been assigned to an individual

All Resolved Incidents that have been resolved

Change Defined Searches


By Status Changes that are in the selected Status




Problem Defined Searches


All Types Filter Known Errors, Problems, and Solutions by status

Known Error Filter Known Errors by status and impact

Problem Investigation Filter Problems by status and impact

Solution Database Filter Solutions by status

MANAGE MY FILTERS

Select the Manage My Filters button to create and save your own filters.

See “Syntax Examples” on page 22 for examples of how to build a search qualification.

Select Filter By > My Searches to apply a filter that you’ve saved.




ROLE

Working in conjunction with the other selected filters, the Role field allows you to further filter the list by role.

Incident

Change

Problem

MORE FILTERS

Select the More Filters button to apply a filter based on criteria that you enter into form field(s).

Note: The image shown above is the Incident More Filter Criteria form. The same form in the Change and Problem consoles will display fields that correspond with those types of tickets.

Once a filter has been applied using this form, the funnel icon next to this button will turn blue as shown below.

Select More Filters > Clear All to clear the filter.

The Role field is unavailable if you select All or Submitted By Me from the Show menu.




Counts

This section displays a summarized count of records shown in the corresponding console.

Click a link to filter the list accordingly.

Incident

Change

Problem

Quick Links

Option Description

Create a new ticket (specific to the console you are in)

Open the selected record

Launch a print preview of the selected record

Launch an interactive guide of the Remedy process (specific to the console you are in)

Incident Only - Assign the selected record to yourself or another member of your

group, or close the selected Incident

Incident Only - Add the selected record(s) to your Watch List (for tracking purposes). Select Show > Watch List to see all the incidents on your Watch List.

Customize the refresh interval and which columns appear in the table

Save changes that you have made to the refresh interval or column settings (position, width, etc.)

If you do not save the changes that you have made to your refresh interval or column settings via the

Preferences menu, they will be lost when you logout of Remedy.




Details and Tasks

This section is located at the bottom of the console and gives a quick summary of the selected record including the work

information added. The specific details shown will vary depending on which console you are in.

Click the button to quickly add additional work info without opening the ticket.

Select the link to view the Tasks that are related to the selected record.

Click the arrow next to Details and Tasks to hide/display this section.

Functions

OVERVIEW

Incident

Change

Problem




Option Description

New Create a new ticket (specific to the console you are in)

Search Launch the search form (specific to the console you are in);

see “Using Search” on page 19

Advanced Search Search for information that was entered on the Work Detail tab; see “Searching Work Details” on page 24

Atrium Impact Simulator Change only - Not presently used

View Calendar Change only - View all changes in a calendar format

Task Console Launch the Task Console

My Profile View and/or update your Remedy profile information; discussed further below

Application Preferences Customize how the application works for you; discussed further below

Reminders Create reminder emails for individuals or support groups

Reports Create web reports and run existing reports

Manage CIs Not presently used

KPIs Incident and Problem only - Display graphical metrics related to the module

Document Viewer View documents such as the Queue Manager Phone List, Process and Principle Guides,

Remedy Training Material, and Personal Health Information




MY PROFILE

Select Functions > My Profile to change your personal profile settings.

Some profile settings can adversely affect the way in which the system interacts with you. Contact the

Manitoba eHealth Service Desk if you are unsure about any settings in your profile.

Your profile settings are stored on the server and will be in effect on any workstation that you log onto.

If you make changes in your profile, they will NOT be populated into any other system within eHealth.

For further details refer to Viewing your profile in the BMC Remedy Help.




APPLICATION PREFERENCES

Select Functions > Application Preferences to change your preference settings.

The tab that is initially displayed in the bottom section of the form corresponds with the console that you are currently in. The image above shows options on the Incident Management tab. The images below show similar options on the Change

Management and Problem Management tabs.

Set the default view

Select the default display for the Show menu in every console

Specify which types of tickets will show in the Overview Console

Specify what happens after a new record is saved




IT Home Page

One of the options that you have for your Default Home Page is

IT Home Page. This is a configurable page that can contain up to four different types of summary information.

Use the three buttons in the top right corner of the screen to configure the IT Home Page.

Adds all four windows which you can configure using the dropdown lists

Saves the changes you’ve made to the layout

Restores the layout to the original single pane

Each section is configurable via three buttons in the top right corner of each pane.

Allows you to adjust what is seen in the pane

Shrinks the pane

Removes the pane from the page

For further details refer to Setting application preferences in the BMC Remedy Help.




SEARCHING

Using Search

OPENING A SEARCH FORM

There is a separate search form that corresponds with each type of ticket in Remedy (Incident, Change, Problem, and

Known Error). Each search form can be opened from the Applications menu or from within the corresponding console. Applications > Incident Management > Search Incident

Applications > Change Management > Search Change

Applications > Problem Management > Search Problem or Known Error




Incident Console

Change Console

Problem Console

You can also open a search form from the Incident, Change, or Problem

consoles by clicking the Search button in the top left corner of the window.

The Incident search form is shown below. The Change, Problem, and Known Error search forms are similar but will

contain fields that correspond with the respective type of ticket.




PERFORMING A BASIC SEARCH

To do a basic search:

1. Enter criteria into the form field(s).

2. Click or press Enter. Records that match the criteria appear in a results pane at the top of the search form.

The percent symbol (%) may be used as a wildcard character.

Double-click a record in the top pane to open it in a separate window.

You cannot search Work Details using this form. See “Searching Work Details” on page 24 for further instructions.

PERFORMING AN ADVANCED SEARCH

To do an advanced search:

1. Click . A search bar appears at the bottom of the window.

2. Enter criteria into the search bar. (See tip and “Syntax Examples” below.)

3. Click . Records that match the criteria appear in a results pane at the top of the search form.

Results pane

To resize the panes, place the mouse pointer on this grey bar & drag

Details of the selected record




The Fields button allows you to enter field names, keywords, etc. into the search bar by

selecting items from a list. You can also enter a field name into the search bar by clicking the field name

on the form.

Syntax Examples

All Incidents created in April 2012 and assigned to Support Staff15:

'Reported Date' >= "4/1/2012" AND 'Reported Date' < "5/1/2012" AND 'Assignee+' = "Support Staff15"

All open Problems assigned to any SAP group:

'Status*' < "Closed" AND 'Assigned Group+' LIKE "%SAP%"

All Changes that are in a status of Scheduled and assigned to either the Infra group or the MS-Citrix group:

'Status*'="Scheduled" AND ('Coordinator Group*+' ="Infra" OR 'Coordinator Group*+' ="MS-Citrix" )

WORKING WITH SEARCHES

Objective Instructions Button

Clear the current search criteria and results Click the New search button.

Run a recent search Select Searches > Run Recent.

Load recently used criteria into the form or

search bar

Select Searches > Load Recent.

Save a search 1. Run the search.

2. Select Searches > Save Search.

3. Type a Search Name.

4. Click OK.

Run a saved search Select Searches > Run My Searches.

Load saved search criteria into the form or

search bar

Select Searches > Load My Searches.

Delete a search 1. Select Searches > Manage My Searches.

2. Select the search to be deleted.

3. Click Delete and then Save.




EXPORTING OR PRINTING SEARCH RESULTS

To export or print search results:

1. Run the desired search.

2. In the results pane at the top of the Search window, select the records to be exported. Note:

3. Click the button at the bottom of the results pane.

The Report Console window appears.

4. Click . The New Report form appears.

5. Type a name into the Name field.

6. Click .

The Report Console re-appears.

7. Optional: Use the Columns tab to add or remove fields to/from the report.

8. Optional: Use the Sorting and Grouping tab to sort and group the records.

9. Click . The Report Preview window appears.

10. Click Export report and/or Print report and follow the prompts to export and/or print the report.

11. Close the Report Preview window.

12. Close the Report Console window.

Selected records




This is a one-time export of data, not a dynamic report that can be refreshed.

Searching Work Details

To search for information that was entered on the Work Detail tab:

1. Open the Incident, Change, or Problem console.

2. Select Functions > Advanced Search.

The Advanced Search Selection window appears.

3. Double-click the option that ends with by Work Info. An example is shown below.

The Search Work Info form appears.

4. Enter the criteria into the form field(s) and click . Records that match the criteria appear in a results pane at the top of the search form.




Performing a Global Search

You can search across multiple types of records by entering criteria into the

Global Search field in the top right corner of the Remedy window.

The percent symbol (%) may be used as a wildcard character.

E.g. Enter %1402 to display a list of all tickets ending in 1402 or enter inc%1402 to find all Incidents ending in 1402.

When using the Advanced Search option with the Global Search, select Problem Investigation and ITSM Known Errors to search within the PBI and PKE records.

For further details refer to Searching for records in the BMC Remedy Help.




WORKING WITH FORMS

The following features apply to most forms in Remedy including the Incident, Change, Problem, and Known Error forms.

Auto-fill Fields

When you see a plus sign (+) at the end of a field label, you

can type part of the information that you want to enter in the field and press Enter.

If an exact match is located, the system automatically

completes the field. If an exact match is not found, a Search window will appear and display possible matches. Double-click

the item you want to put in the field.

Alternatively, if a drop down list appears in the field as you are

typing, you can also select the value that you want from there.

Mandatory Fields

Fields with bold labels are mandatory. These fields must be filled in before the ticket can be saved. The fields that are

required will vary depending on the stage that the ticket is in.

Field Icons

The following icons are commonly found next to form fields in Remedy.

Icon Description Icon Description

Edit the field value

Search for a field value

Expand the field View information related to the current field value

Select a date Clear the current field value

Mandatory field




Best Practice View Remedy displays information in a Best Practice view which means that the fields most commonly used for creating and updating a ticket are immediately visible. You can access additional functionality from the tabbed section on the right side of the form or from links in the pane on the left.

Error Messages

Error messages appear at the top of the screen in Remedy. Click to close the message.

Additional Functionality

Commonly Used Fields

Additional Functionality




REFERENCES

Manitoba eHealth Documents

To view the Manitoba eHealth Process Documents or Remedy Training Material: log into Remedy, open the Incident, Change, or Problem Console, and select the Document Viewer.

RELATED PROCESS DOCUMENTS

Incident_Mgmt Process Guide

Incident_Mgmt Process Principle Guide

Change_Mgmt Process Guide

Change_Mgmt Process Principle Guide

Problem_Mgmt Process Guide

Problem_Mgmt Process Principle Guide

BMC Remedy Help

Select the Help module that you want to open.

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