After logging into Remedy, the IT Home page is displayed. It is designed to give access to various Remedy Application Consoles. The Quick Links displayed in the left navigation pane will vary based on your permissions and role.
The RFC process in Remedy is performed through the Change Management Console:
To access the Change Management console, click the Change Management Console link.
The Change Management Console screen opens:
The Console screen includes the following key elements:
|
Element |
Action |
|
Search Criteria |
Enables the user to search by change status, role, and/or by date. Advanced search options are also available. |
|
Assigned Change |
Displays all unresolved changes assigned to you or your group |
|
Broadcasts |
Information updates and alerts, created by the Service Desk. |
|
Refresh Button |
Refreshes the Assigned Work table and the Broadcast. |
|
View Button |
Enables the user to view the selected RFC in the Assigned Change table. |
|
Create Button |
Creates a new RFC. |
|
Close Button |
Closes the Change Console. |
|
Quick Actions |
Enables the user to select from a drop-down list of commonly used actions (display, print, view calendar, etc.). |
The Change Management Console provides quick access to the Changes assigned to you or your group. It also provides access through the left navigation pane to perform additional functions, access to different console views, and access to other Remedy Applications/Modules.
From the Change Management Console, we can now create an RFC. Remedy’s Change Management functionality enables users to enter RFCs into the system. The Change Owner, however, most often creates the RFCs.
There are two options to create a new RFC from the Change Management Console:
Option One:
1. From the left navigation panel, click General Functions.
2. Select New Change.
Option Two:
Click the Create button at the bottom of the screen.
The Change (New) screen is displayed:
To help expedite the RFC review and approval process, RFCs should be clear and specific in identifying:
Change Environment system(s)
Test or production?
Affected customer(s)
Affected site(s)
Application(s)
Identify all associated/impacted applications
Testing process
Provide details of the testing process
How was it validated
The results of the test
Progress
If a change is on hold or Pending, update work info to reflect why
Continue to provide updates regularly until final decision is reached.
All RFCs must meet the established requirements before ECM will approve and schedule activities.
From here, there are two options to complete and submit a RFC:
Manually complete the Change fields.
Use the Process Flow Status bar to guide you through the steps. New with Remedy 7.0, this process, also known as the “wizard,” is the recommended process for moving an RFC through the Remedy steps.
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