0064-v1.

3
13 September 2012

How To

Remedy Administration
Implementation Date
September 13, 2012

Details
**Note : Any changes to Remedy should be logged into the remedy change log
https://docs.google.com/a/bradycorp.com/spreadsheet/ccc?key=0AkVA2KHHSIadG9Ia1RNeFIzUUNnXzF0SjFFV01IUUE#gid=0
Account Creation

1) Go to My profile and hit F3. Search for the user

2) Change Support Staff to yes

3) This will prompt you to update the Login ID. Make sure that the login ID is the same as the Notes
account. Set the password to blank

4) Change License Type to Floating

5) Click on Update permission group. Add the Permission Group with the necessary License type

6) Go to support groups and select Update support groups and roles. Select the necessary group the
user needs to be in and click add.

7) Hit Save

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Account Deletion

1) Search for the user tickets. Make sure that all tickets are closed. If there are any open tickets, make
sure that they are assigned to a different user
2) Go to My profile and hit F3. Search for the user
3) Click on Other Functions and select Change to Non Support

4) Change Profile Status from Enabled to Delete

5) Hit Save
6) Press Ctrl + D to delete the account

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How To

Remedy Administration
Template Creation
**To Access the admin page, go to File >> Open >> Object List. Search for Home Page (Form Type)
1) Select Application Administration Console, custom configuration
2) Expand Incident Management, Template and double click template

3) Hit On create to create a new template or double click on the template to edit it
4) The Authored for Groups tab allows users of the group to use the template. In the screenshot below,
this means that users in the Group Asia Help Desk and NA Help Desk is able to use the AS Account
Login - New Hire template

5) Set the template status to enabled

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Template Deletion
**Note : We never delete templates
1) Select Application Administration Console, custom configuration
2) Expand Incident Management, Template and double click template
3) Select the template and change the status to offline

Task Creation
1) Select Application Administration Console, custom configuration
2) Expand Task Management, Task Configuration, Task Template

3) Create the template and hit on save. Make sure that status is active

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Task Deletion
**Note : If task is part of a task template, you would need to remove it from the task template first
**Note : We do not delete task
1)
2)
3)
4)

Select Application Administration Console, custom configuration

Expand Task Management, Task Configuration, Task Template
Hit F3 and search for the template.
Change the status to inactive

Create tasks using Task Template form

**Note: The Notify Assignee flag setting does not currently carry over to Task creation, although it is still best
to set it to No in case it becomes active in the future.
1) The Visible flag must be set to No so these templates cannot be accessed by general users.

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Associate Tasks With Task Groups Using Task Group Template form
**Note: It is possible for a Task Group to contain both individual tasks and other task groups as well.

Use Incident Template Form to Create Parent Templates

**Note that Template Status must be set to Offline so these templates are not visible to Incident users.
1) Set Status to Assigned

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Associate Incident Templates with Task/Task Group Templates Using Run Process Create Form
** Note: The Run Process Create form uses the system GUID field 179 as a unique identifier, which is created
when the record is first saved.
For this reason, new records need to be saved once with just the Incident Template identified but no task
templates for the GUID is created. After the first save, task or task group templates can be associated.

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Remedy Administration

Create Scheduled Tasks on Remedy Server

**Note: It is recommended that the Scheduled Tasks be set up to run on the regional Remedy server used by
the people who will be assigned the tasks.
This will make it easier for them to get to the parent Incident and work the associated tasks theyve been
assigned.

Syntax of Run command is:

D:\Brady\RunProcess\<server specific cmd file> "<Incident Template name>"
Example: D:\Brady\RunProcess\RunRPRmacro-ghos2118.cmd "NA - RUN - AS400 - WEEKLY"
Three sets of batch files and Remedy macros have been created:

Batch File run by Task Scheduler

RunRPRmacro-ghos2118.cmd
RunRPRmacro-sins2009.cmd
RunRPRmacro-zels2016.cmd

Remedy Macro run by Batch File

RPRmacro-ghos2118.arq
RPRmacro-sins2009.arq
RPRmacro-zels106.arq

The Remedy macros all use an account named Run Process, password runprocess, to log in to
Remedy and create the Incident records.

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How To

Remedy Administration
Syntax of Run as entry is: <Domain>\<region specific account>
Three domain accounts have been set up, one in each region, for the purpose of running BMC Remedy
scheduled tasks, such as definition exports and the Run Process jobs. They are:
NAMERICA\sa-nabmcadmin
ASIA\sa-asbmcadmin
EUROPE\sa-eubmcadmin

Password: Maryv1ll3
Password: asia_help2007
Password: Maryv1ll3

Use the Schedule tab to set the frequency with which the job is run. After the scheduled task has been
created, rename it to have the same name as the template it is using.

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Creating Broadcasts
Note: Role request broadcast submitter

1. Click on Create
2. On Subject, type the software and short description of the issue (Google Service Degradation)
3. On the Broadcast message, type the necessary information as well such as symptoms, workarounds
and ticket numbers
4. Broadcast start date if it is an ongoing broadcast, you can use the current time
5. Broadcast end date leave it blank if you will be manually removing it, otherwise you can type the
time and date.
6. For Broadcast type, use either Scheduled Unavailability or Unavailability
7. You can also add attachments as well
8. Under the authoring groups, click on Manage authoring groups. Add NA Site support, EU Service
techs and all site support Groups under Asia (If they are not added, users from the said group will not
see the Broadcast)
Server Reboots
As of November 7, Server reboot for ghos2118 and ghos2119 as an initial troubleshooting during an event of
application unavailability, we need to to secure approval from on-call Engineer however an email would still
need to be sent that a reboot has been initiated.
Errors
Issue : Cannot establish a network connection to the AR System server : ghos2118 (0) : RPC Program not
registered
Solution : Restart server

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How To

Remedy Administration

Revision History
Date
September 13, 2012
March 21, 2013
November 4, 2013

Version
V1.0
V1.1
V1.2

Changes made by
Kookie Cascon
Rizaldy Decena
Kookie Cascon

November 7, 2013

V1.3

Kookie Cascon

Details
Initial Document made
Added Create Run Tasks
Added Broadcast and
server error
Added server reboot

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