The workflows in BMC Remedy ITSM Suite applications, which are based on ITIL best practices, enable you to track the lifecycle of your requests, and smoothen their implementation by working alongside complementary processes.
In each type of request, work is broken down into small units (Tasks). The request assignee is required to track progress incrementally–a requirement that is harder to fulfill, the more complicated a request is. This month’s post is about using Work Info entries effectively.
Reading Work Info entries and staying up to date might seem like a minor part of the implementation process, but Work Info is the feature that task implementers and request assignees use the most. Work Info entries provide several key benefits for users who need to multi-task and monitor progress, like being able to quickly update a request and move on to the next one, avoiding repetition of work, and keeping things moving so that request are completed quickly.
Visit the following topics on the BMC Online Documentation Portal to learn more about Work Info entries:
IT personnel might have personal preferences about adding Work Info to requests. So, over time, changes were introduced in the feature to make it more accessible and flexible. With these changes some inconsistencies began to appear in the way you create Work Info entries. For example, one way to add Work Info entries was available in BMC Remedy Change Management, but not in BMC Remedy Incident Management.
After a comprehensive review of all of the ways in which you can create Work Info entries, and after evaluating the merits of each method, improvements were made to incorporate the best ones with a consistent user experience across BMC Remedy ITSM Suite applications. These changes resolve the inconsistent behavior of the Save, Add, and + (Creat Work Info ) buttons that users have encountered while creating and editing Work Info entries.
The following table maps the new behavior of the Save button in the Work Info panel of requests.
Work Info entry is locked
Save button available on
Save button available on application console?
Infrastructure Change Master
Members of the assigned support group
Members of the assigned support group
(Work info entry Submitted by you)
Infrastructure Change Viewer/Submitter
(Work Info Entry Submitted by another user)
Infrastructure Change Submitter/Viewer
A second improvement was centered on the permissions that you need to create Work Info entries. You can now add Work Info entries to a request even if you do not have the permissions that are required to edit the request.
For example, consider a scenario in which a change implementation is in progress, but a user with the Change Viewer permission notes a potential conflict that needs to be addressed. Even though this user does not have the required permission to update the change request or participate in its implementation, the information about the conflict can still be added to the change request. This allows it to be seen by all interested parties, and makes it track-able.
These improvements are available through a hotfix for Service Pack 2 for version 7.6.04 of the BMC Remedy ITSM Suite.
The improvements are available on the following forms and consoles:
- Change Management Console
- Change form
- Incident Management Console
- Incident form
- Problem Management Console
- Known Error form
- Problem form
- Solution Database form
- Release Management Console
- Release form
To download the hotfix, visit Knowledge Article KA379243 in the BMC Knowledge Base.
We would be happy to hear how your organization uses Work Info, and if these improvements helped you to use our applications better. Also, if there are areas of our products that you would like to improve, create an Idea so that other BMC Communities users can vote on the changes that are more useful to their organization.