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PDF Guides and Video Tutorials

 

ITSM Remedy for Desktop

Creating Incidents Using Template Overview Console
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Creating Incidents Using Template Incident Console
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Creating MiSiS Incident Tickets Using Template
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Updating Incident to In Progress
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Assigning Incident to Support Agent
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Adding Adhoc Tasks to an Incident
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Opening & Assigning New Work Order
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Displaying Work Orders
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Updating & Completing a Work Order
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Using the 'Needs Attention' Button
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Attaching Support Documents
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Bookmarking the Production Environment
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Turning Off Group Notifications
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Setting Incident Console as Home Page
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MyIT Mobile

 

MyIT Mobile for iPhone

Installing MyIT Mobile on iPhone
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Installing MyIT Mobile on Android
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Having issues with your MyIT Mobile App?
Get help HERE

 

Remedy with Smart IT

Smart IT for Desktop

 
Creating an Incident Using Template
Download PDF Here

 

 
Creating an Incident Without Template
Download PDF Here

 

 
Assigning Incidents to Support Agents
Download PDF Here

 

 
Updating Incident to 'Work in Progress'
Download PDF Here

 

 
Adding Adhoc Tasks to an Incident
Download PDF Here

 

 
Completing Tasks & Resolving the Incident
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Updating Incident to 'Resolved'
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Smart IT Mobile

 

Smart IT Mobile for iPhone

Installing Smart IT Mobile on iPhone
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Setting Up Landing Screen
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Creating Incident Using Template
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Creating Incident Without Template
Download PDF Here

 

Having issues with your SmartIT Mobile App?
Get help HERE

 

SmartIT Mobile for iPad

Installing Smart IT Mobile on iPad
Download PDF Here

 


 

 

SmartIT Mobile for Android

Installing Smart IT Mobile on Android
Download PDF Here

 

Setting Up Landing Screen
Download PDF Here

 

Creating Incident Using Template
Download PDF Here

 

Creating Incident Without Template
Download PDF Here

 

 

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Bookmarking Smart IT Production

Firefox

  1. Click the star twice
  2. Select the bookmarks toolbar
  3. Click on done
  4. Right-click on the bookmark 
  5. Click on properties
  6. Type the appropriate link in the location field
  7. Click save

Chrome

  1. Click the star
  2. Click edit
  3. Type in the name for the link
  4. Type in the appropriate URL
  5. Click save

Internet Explorer

  1. Click add to favorites
  2. Right-click on the favorite
  3. Click on the web document tab
  4. Add the appropriate URL
  5. Click ok

Download PDF version here

 

Setting the Incident Console as your Home Page

From your current landing page:

  1. Expand the 'Functions' menu on the left side of your screen
  2. Select 'Application Preferences'
  3. Open the 'Default Home Page' dropdown menu
  4. Select 'Incident Management Console'
  5. Hit 'save'

Download PDF version here

 

Turning Off Group Notifications

For ITSM Remedy

Select My Profile from the Incident Management Console

  1. Click on the Update Notifications Preferences
  2. Click on the Create button
  3. Set the following fields:
  4.  Module Name = Incident
     Notification Event – Assignment
     Status* = Enabled
     Pager Notification* = No
     Use Business Hours* = No
     Use Business Holidays* = No
     Individual Notifications* = Yes
     Group Notifications* = No
      Notification Method* = Email
  5. Click Add
  6. Click Close
  7. Close the browser tab

Download PDF version here

 

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FAQs
For Support Agents

  1. Are there limitations on attachments with an Incident or Work Order?
  2. What does the plus sign (+) and the asterisk (*) mean on the field labels?
  3. Can I log into ITSM Remedy in several places?
  4. Can I change my default landing page?
  5. Why am I unable to save/submit an Incident or Work Order.
  6. Can I edit a ticket that is not assigned to me?
  7. How do I know what the ID numbers are for?
  8. Can I create an Incident or Work Order for a person that is not in the system?
  9. Why does the customer have a different number from the IT support staff for a given incident?
  10. What’s the difference between Unassigned and Unacknowledged?
  11. Can an Incident or Work Order be modified after it has been Closed?
  12. Can’t save an Incident that is assigned to themselves, if it is in the NEW or ASSIGNED status.
  13. Can I assign an Incident or Work Order to someone, if I don’t know their Support Group?
  14. Can I reassign an Incident or Work Order to another group without using the menus
  15. Is there a way to set a panel on the Overview Console to display only Tasks assigned to you?
  16. Can you have multiple incidents open on the screen at one time?
  17. Can you view or update another user’s Watch List?
  18. How can I see who has initiated an incident if it wasn’t the customer?
  19. How can I look up Tasks and the work done on Tasks?
  20. Is there a way to find out who modified an Incident or Work Order?
  21. How do share information about an Incident or Work Order with the customer?
  22. How do I send an email to the Requester regarding an Incident or Work Order?
  23. How do I add Work Notes to an Incident or Work Order?
  24. Can I search for an Incident by the Request ID?
  25. Can I search for an Incident or Work Order by Site?
  26. Can I export my search results to an Excel file?
  27. How do I view Closed incidents for my group?
  28. How do I export the details of an Incident or Work Order?
  29. How do I see a report of Site and location details for multiple Incidents?
  30. What happens when a Requester replies to an email sent from Remedy?
  31. What to the various Incident Relationship types mean?
  32. What are the various Work Order Status states and Status Reasons?
 
  1. Are there limitations on attachments with an Incident or Work Order?
    There is a 10MB limit on attachments for each individual attachment. There can be up to 3 attachments per Work Note in both Incident and Work Order. The Requester can also provide up to 3 attachments when creating a request. The Requester can provide 1 attachment to each Work Note, when updating the Request. There are no file type limitations and there are no limitations on the number of Work Notes that can be created for an Incident or Work Order.
  2. Back to Question 1
     
  3. What does the plus sign (+) and the asterisk (*) mean on the field labels?
    On field labels with a plus sign (+), the + indicates that there is work flow behind it, there for you must select from the options provided. Typically, you can press Enter in a field with the plus sign (+) to access a search dialog box or to perform a search based on the value typed into the field. If a field label followed by a plus sign is also bolded, the field is required.
    Otherwise, the field is optional.
    On field labels bold with an asterisk (*) next to it, the * indicates that the field is required. The field is required to submit and update the form.
    Note: If you leave the field blank when you attempt to submit the form, the field is highlighted with a red border.
  4. Back to Question 2
     
  5. Can I log into ITSM Remedy in several places?
    No. Remedy will require you to log out of each session before starting a new session, with the exception of the Mobile Smart IT client – Remedy will allow you to be logged in on your desktop/laptop and logged into your smartphone with the mobile app. If a user tries to log into ITSM Remedy in more than one location/machine, they will receive this error message. User is currently connected from another machine ARERR 9093. Do you wish to override? If you want to override the previous log in, click the confirmation to override. Sometimes, the browser will not perform as expected, and you will receive this error message in error. At this point, it is best to completely exit from the system and try logging in again.
  6. Back to Question 3
     
  7. Can I change my default landing page?
    Yes. Click here to access the Quick Reference Guide.
  8. Back to Question 4
     
  9. Why am I unable to save/submit an Incident or Work Order.
    There are a number of issue that could prevent you from saving/submitting an Incident or Work Order.
    • They have selected a Service value (this field should be blank)
    • You may have typed in values in the fields with a plus sign (+), instead of choosing the values from the drop down options.
    • You may be missing a specific Remedy permission
    •  *In this case, a support ticket must be submitted to the Remedy team to resolve your permissions issue.
  10. Back to Question 5
     
  11. Can I edit a ticket that is not assigned to me?
    As a Remedy Support Agent, you can add a Work Note to any Incident or Work Order. You can only make changes to Incident and/or Work Orders that are assigned to your Assignee Group.
  12. Back to Question 6
     
  13. How do I know what the ID numbers are for?
    On the Overview Console, and multiple places within Remedy, the field label reads Request ID. However, you need to look at the prefix INC, CRQ, REQ, WO, TAS to determine whether the ID is referring to an incident, service request, or a work order, task, etc.
  14. Back to Question 7
     
  15. Can I create an Incident or Work Order for a person that doesn’t exist in the system?
    Yes. This is an issue with the HR Mega file. If they are a new employee, or other user, you can create the ticket with yourself as the requestor, putting the requestors name and contact information in the Contact field.
  16. Back to Question 8
     
  17. Why does the customer have a different number from the IT support staff for a given incident?
    A Service Request can initiate more than one type of request. It can create an incident, change or a work order. The Service Request does not have a one-­‐to-­‐one correspondence with the incident; therefore, it cannot be the same number. You can however, search by all of the various numbers. Please see Searching Incident.
  18. Back to Question 9
     
  19. What’s the difference between Unassigned and Unacknowledged?
    Unassigned incidents have not been assigned to anyone. However, Unacknowledged means the incident was assigned, but was never worked.
  20. Back to Question 10
     
  21. Can an Incident or Work Order be modified after it has been Closed?
    Yes. As a Remedy Support Agent, you can add a Work Note to any Incident or Work Order. You can only make changes to Incident and/ or Work Orders that are assigned to your Assignee Group, even after it has been Resolved or Closed.
  22. Back to Question 11
     
  23. Can’t save an Incident that is assigned to themselves, if it is in the NEW or ASSIGNED status.
    The Incident must have the status of “In Progress” or “Pending” to be assigned to yourself.
  24. Back to Question 12
     
  25. Can I assign an Incident or Work Order to someone, if I don’t know their Support Group?
    Yes. Clear the Assignee Group field and enter the full or partial name in the Assignee field and press Enter.
    • This will fill in the assigned group if there is one match.
    • If there are multiple matches for the person or that person is in more than one group, it will bring up a selection screen.
    • Pick the group you wanted and click Select.
    • And the system will fill in your selection.
    Back to Question 13
     
  26. Can I reassign an Incident or Work Order to another group without using the menus
    Yes. Clear the Assign Group field, then start typing the name of the Support Group you want to assign to in the Assigned Group field.
    The system will display a list of groups that match what you are typing. Select your desired group from this list by clicking on it.
  27. Back to Question 14
     
  28. Is there a way to set a panel on the Overview Console to display only Tasks assigned to you?
    Yes. To configure the Overview console to display the tasks that are assigned to you, follow these steps:
    1. From the Applications area of the IT Home Page, select Foundation Elements => Overview console.
    2. From the Navigation pane of the Overview console, select Functions => Application Preferences.
    3. In the Application Preferences dialog box, click the Task Management tab.
    4. From the Show Task menu, select Yes and then click Save.
    5. Later, if you want to prevent the Overview console from displaying your tasks, then repeat the preceding procedure selecting No from the Show Task menu.
  29. Back to Question 15
     
  30. Can you have multiple incidents open on the screen at one time?
    Yes, you can open multiple tabs/windows. Press the Shift key and then click a record entry in the console or in any search results table, the record opens in a second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog box associated with the link or button opens in another window.
  31. Back to Question 16    Go back to the top of the page
     
  32. Can you view or update another user’s Watch List?
    The Watch List provides a separate area where you can place records that you want to monitor. You can use the Watch List to track an incident request record throughout its lifecycle, even if it is reassigned to another group. After you add an incident request record to the Watch List, it stays there until you remove it. However, you can only view your Watch List that you established; you cannot view another user’s Watch List, as it’s tied to his/her profile.
  33. Back to Question 17
     
  34. How can I see who has initiated an incident if it wasn’t the customer?
    The Submitter of an Incident can be viewed by loading the incident in the incident form, clicking the Date/System tab in the informational area of the Incident and reviewing the Submitter field under the System Information section. The Submitter’s login id will be listed there.
  35. Back to Question 18
     
  36. How can I look up Tasks and the work done on Tasks?
    To configure the Overview console to display tasks, follow these steps:
    1. From the Applications area of the IT Home Page, select Foundation Elements => Overview console.
    2. From the Navigation pane of the Overview console, select Functions => Application Preferences.
    3. In the Application Preferences dialog box, click the Task Management tab.
    4. From the Show Task menu, select Yes and then click Save.
    5. Later, if you want to prevent the Overview console from displaying your tasks, then repeat the preceding procedure selecting No from the Show Task menu.
    6. To view tasks associated with a given incident, click on Show Tasks from the Incident Management Console. When Details is showing, click Show Tasks.
  37. Back to Question 19
     
  38. Is there a way to find out who modified an Incident or Work Order?
    Yes, open the incident in the Incident or Work Order form.
    • For Incident, under the Functions area on the lower left, click more, then View Audit Log.
    • For Work Order, under the Functions area on the lower left, click View Audit Log.
    • The Audit Log will appear.
    • The left pane of the log shows the audit entry date, the fields changed, and who changed them.
    • The right pane shows the actual changes made to the change values.
  39. Back to Question 20
     
  40. How do I share information about an Incident or Work Order with the customer?
    There are two options for communicating with the customer within the system:
    Option 1  -
    Add Notes in the Work Detail for the Customer to View
    Option 2  -
    Send an Email to the Customer within Remedy
  41. Back to Question 21
     
  42. How do I send an email to the Requester regarding an Incident or Work Order?
    Open the Incident or Work Order.
    • Under the Functions section on the lower left, click on Email System.
    • This will bring up a new window. In the lower part of the screen you can compose the email you want to send to the requester.
    • The Internet E-Mailfield is pre-populated with the Requester’s email address. You can additional email addresses if needed.
    • The Email Subject Line field will be pre-populated with the Incident or Work Order ID.
    • You must leave the Incident ID or Work Order ID in the Subject Line field. This is what links the emails to the Incident or Work Order.
    • You can added the necessary information in the Email Message Body, using the Status, Summary, Details or Resolution buttons on the right to paste the records field values into the body of the email.
    • You are limited to 1 attachment per email.
    • Once you have completed the email, select the Send Email Now button.
    • This will send the Requester the email from LAUSD ITSM Remedy. It will also add a Work Note to the Incident or Work Order.
    • If the Requester replies to the email, it will update the Incident or Work Order with a new Work Note with the contents of the email.
  43. Back to Question 22
     
  44. How do I add Work Notes to an Incident or Work Order?
    Work Notes are intended to track the actions or notes take during the Lifecycle of the Incident or Work Order. You can add up to 3 attachments for each Work Note.
    • If a Work Note is marked as Locked = Yes, then the Work Note and its attachments cannot be edited.
    • Work Notes are defaulted with View Access = Internal.
    • Internal Work Notes are viewable only by Support Agents.
    • If you select View Access = Public, then the Work Note will be viewable by the Requester.
  45. Back to Question 23
     
  46. Can I search for an Incident by the Request ID?
    Yes. From the Incident Management Console:
    1. Select Search Incident
    2. Under Functions on the left
    3. Select the Additional Search tab and type last 5-digits of REQ# in the Service Request ID field
    4. Select Search.
  47. Back to Question 24
     
  48. Can I search for an Incident or Work Order by Site?
    Yes. From the Incident Management Console:
    1. Select Search Incident
    2. Under Functions on the left
    3. In the Customer area, select the page forward (chevron button).
    4. Type in the name of the site
    5. Select the site from the list.
    6. Click Search.
  49. Back to Question 25
     
  50. Can I export my search results to an Excel file?
    Yes. Follow these steps:
    1. Select All
    2. Click Report Button
    3. #NAME?
    4. Set Content Type
    5. Optional: Add or Remove Fields to show
    6. Click Preview or Save it to use afterword’s
    7. Once Previewed: >Click on Export link(Highlighted in top left corner)
    8. Export in Excel/Postscript/Word/PPT format
  51. Back to Question 26
     
  52. How do I view Closed incidents for my group?
    From the Incident Console:
    1. Select Search Incident from the Functions area on the left.
    2. Select Closed in the Status field and click Search.
  53. Back to Question 27
     
  54. How do I export the details of an Incident or Work Order?
    Option 1
    1. From the Incident Console: Select the Incident
    2. Print
    3. Click the 2nd Icon, to Export Report
    Option 2
    1. If you are in the Incident Form:
    2. Click the Print button on the bottom
    3. Click the 2nd Icon, to Export Report
  55. Back to Question 28
     
  56. How do I see a report of Site and location details for multiple Incidents?
    Once you have the results of your search results:
    1. Select the Select All button, then the Report button.
    2. This will bring up a new window
    3. Locate and select the Customer Service Dispatch report and select Run.
    4. From here you can export this report by selecting the export icon.
  57. Back to Question 29
     
  58. What happens when a Requester replies to an email sent from Remedy?
    When a requester replies to an email sent from Remedy, the email will automatically update the Incident or Work Order with the email details in the Work Notes.

    * The Work Notes will not be updated if the Incident or Work Order is Resolved or Closed.
    * The Incident ID or Work Order ID must remain in the Subject line of the email for email updates to continue to work.

    Back to Question 30
  59.  
  60. What to the various Incident Relationship types mean?
    There are 7 different Relationship types:
    • Original of You identify an Original incident and associated all the other as Duplicate (Parent-Child Relationships) i.e. if you have a network issue, the 1st one will be defined as Original, other will be Duplicate Of.
    • Duplicate of Opposite to Original (If A is Original of B, B is Duplicate of A) * If the relationship is Duplicate of, these tickets cannot be updated (you will work only on the Original). As soon as the Original Incident is Resolved, the Duplicate of incidents are pushed to Resolved
    • Caused Incident A is the cause of Incident B (example: don't have access to mail ==> due to network Issue)
    • Caused by Opposite to Caused (If A is Caused of B, B is caused by A)
    • Resolved Solving Incident A solve Incident B
    • Resolved by Opposite to Resolved Incident B is resolved by A
    • Related to Used for other relationships between 2 incidents (for instance to investigate the two in at the same time)
  61. Back to Question 31
     
  62. What are the various Work Order Status states and Status Reasons?
    The Work Order Lifecycle includes several statuses or states. When a work order enters a status, a status reason can be included. Status reasons are available for some work order statuses, but not all.
  63. Assigned
    Initial Status
    Awaiting Request Assignee
    Pending
    Client Hold
    Client Additional Information Requested
    Client Action Required
    Support Contact Hold
    Local Site Action Required
    Purchased Order Approval
    Supplier Delivery
    Third Party Vendor Action Required
    Infrastructure Change
    Waiting Approval
    Not applicable
    Planning
    Work not started
    In Progress
    Not applicable
    Rejected
    Not applicable
    Cancelled
    Cancelled by Requester Cancelled by Support
    Completed
    Successful Successful with Issues
    Closed
    Customer Close
    System Close
    System Close with Issues
    Back to Question 32
 
 
 

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