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To use the Remedy ticketing system, choose the correct record type, search for an existing ticket, identify the customer, describe the need, verify the affected service and routing, save the record, and track related work through relationships and tasks. Remedy is commonly used for BMC Helix ITSM, but screens and labels vary by deployment.
“Remedy” is the legacy name many teams still use for BMC’s service-management platform. Current BMC documentation uses BMC Helix ITSM, with workflows presented through interfaces such as Smart IT, Progressive Web App screens, Mid Tier, legacy Remedy forms, and service-request portals.
Key takeaways
- Use an incident for an interruption or unexpected failure, a service request for a standard catalog offering, and a work order for a defined piece of fulfillable work.
- In current BMC Helix ITSM documentation, ticket creation commonly starts from Create New, but available record types depend on permissions, templates, and configuration.
- A useful incident includes the customer, a specific summary, detailed symptoms, affected service or asset, business impact, categorization, and any relevant evidence.
- Saving a ticket normally routes it to a configured support group, while assignment controls and the ability to assign the ticket to yourself depend on your role.
- Use relationships and tasks to connect duplicates, assets, changes, problems, work orders, and multi-team work instead of hiding all activity in one ticket.
- Saving an incident with resolution categorization moves it to Resolved; the organization’s workflow determines when or whether the record later becomes Closed.
What does “Remedy” mean in current ticketing systems?
“Remedy” is the common legacy name for the BMC platform now documented primarily as BMC Helix ITSM. The stable ticket lifecycle is the same across many deployments: choose a record type, identify the customer, describe the need, save and route the record, add context or tasks, then document the outcome.
The exact screens are not universal. Your organization may use Smart IT, Progressive Web App screens, Mid Tier, legacy Remedy forms, a service-request catalog, or customized workflows. Field names, required fields, menus, permissions, status transitions, notifications, and SLA behavior can therefore differ. The steps below follow BMC’s current documented workflow while identifying the points that commonly vary. See BMC’s BMC Helix ITSM getting-started documentation for the product context.
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Which Remedy ticket type should you use?
Choose the ticket type based on the nature of the work, not simply on which form is easiest to open. The following distinctions are the most useful starting point.
| Record type | Use it when | Typical example | Important limitation |
|---|---|---|---|
| Incident | A service is broken, degraded, unavailable, or behaving unexpectedly. | “VPN connection fails for Sales users.” | An incident records the disruption and its restoration. |
| Service request | A user wants a standard, catalog-defined offering. | Requesting software, hardware, access, or onboarding. | Catalog rules, approvals, entitlements, and fulfillment logic control many fields. |
| Work order | A team must perform a defined piece of fulfillable work related to an incident, asset, or known error. | Asking the network team to change a firewall rule. | A work order is not interchangeable with the incident that explains the disruption. |
| Change request | Remediation requires controlled, authorized change. | Scheduling a production configuration change. | Change governance and permissions determine the available workflow. |
| Problem investigation | A recurring or significant issue needs root-cause analysis. | Investigating repeated authentication failures. | A problem record investigates the underlying cause rather than replacing every incident. |
| Known error | A documented problem has a known cause or workaround. | Tracking a known application defect and its workaround. | Availability depends on the organization’s process and roles. |
| Release | Related changes must be coordinated as a release activity. | Managing a packaged application rollout. | Not every agent has permission to create or manage releases. |
BMC’s overview of ticket creation lists incidents, work orders, knowledge articles, change requests, problem investigations, known errors, releases, broadcasts, and assets among the record types that a configured Create New menu may expose. A particular agent may see only a subset because permissions, role assignments, templates, and workflow configuration control what can be created and saved.
How do you use the Remedy ticketing system to create an incident?
To use the Remedy ticketing system for an incident, open Create New > Incident, identify the customer, describe the problem, add relevant service or asset details, check routing, attach permitted evidence, and save the record. BMC’s exact labels and required fields may differ in your deployment.
- Search for an existing ticket first. Use the ticket console or global search to check whether the issue is already being investigated. Creating a duplicate fragments communication and can lead to parallel work.
- Open the incident creation workflow. Select Create New, then Incident where those labels are available.
- Identify the customer. Search by the available name, email address, corporate ID, or other configured identifier. Verify that the selected customer is the person or organization affected.
- Write a specific short summary. Combine the affected service or item with the visible symptom. For example, use “Payroll portal returns HTTP 500 for multiple employees” rather than “Help” or “Computer issue.”
- Enter the detailed description. Record what happened, when it began, who is affected, whether the issue is reproducible, error messages or codes, attempted fixes, business impact, and available screenshots or logs.
- Choose the affected service, asset, or configuration item. Select the record when you know it. Linking the correct service or CI improves routing, investigation, reporting, and relationship tracking.
- Complete categorization and impact fields. Enter category, urgency, impact, and priority where those fields are available and relevant. Use your organization’s definitions rather than guessing what a priority value means.
- Check assignment. Select a support group or confirm the configured assignment. If the interface offers Assign to me, use it only when you are the appropriate owner and have permission.
- Add permitted attachments. Attach screenshots, logs, or other evidence according to organizational policy. Remove unnecessary personal or confidential information before attaching files.
- Save the incident. Confirm that the record number was created and that the support group or assignee is correct.
BMC’s documented incident-creation procedure covers customer identification, incident details, notes, optional assignment, attachments, and saving for routing. Your configured form may require additional fields or use a different layout.
What should you write in an incident summary?
An incident summary should state the affected service or item and the customer-visible symptom. “VPN connection fails for Sales users after password reset,” “Payroll portal returns HTTP 500 for multiple employees,” and “New hire cannot access the finance shared drive” are searchable and triageable summaries.
Avoid vague summaries such as “Not working,” “Urgent problem,” or “Laptop issue.” A vague summary makes duplicate detection, queue triage, reporting, and handoffs harder. Correct the summary only when the original wording is factually wrong; do not continually replace the original problem statement with progress updates.
What belongs in the incident description?
The incident description should answer the following questions:
- Who is affected, and how many users or teams are affected?
- Which service, application, device, asset, or configuration item is involved?
- What behavior is observed, and what exact error message or code appears?
- When did the issue start, and did anything change immediately beforehand?
- Can another person reproduce the issue?
- What troubleshooting has already been attempted, and what happened?
- What business process is blocked or degraded?
- Are screenshots, logs, timestamps, or other evidence available?
Keep the customer’s original problem statement intact. Add investigation, progress, and communication updates through the ticket’s configured work-information or activity mechanism rather than overwriting the original description. Never place passwords, access tokens, private keys, or unnecessary sensitive data in ticket notes.
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How do assignment and routing work?
Saving a ticket normally routes the record to a configured support group, but assignment is controlled by your organization’s rules and permissions. Routing may use the selected service, company, organization, category, location, configuration item, or other configured values.
Verify the support group and assignee before saving when the interface exposes those fields. If the wrong group receives the ticket, reassign the existing record with a concise explanation instead of opening a duplicate. An agent may be able to assign an incident to themselves, but the control and available groups depend on role membership and permissions.
Work orders can include fields such as support group, request manager, priority, affected service, categories, and scheduled dates. BMC documents these work-order controls in its guide to creating work orders. Do not assume that an incident’s routing behavior and a work order’s assignment behavior are identical.
How do you submit a Remedy service request?
A Remedy service request starts with a standard catalog offering, not an unplanned break-fix problem. Depending on the deployment, users may submit the request through Smart IT, BMC Helix Digital Workplace, Request Entry, or another configured portal.
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Examples include requesting access, hardware, software, or a predefined onboarding service. The organization’s service catalog determines which offerings exist, who is entitled to request them, whether someone can submit on behalf of another person, and which fields are shown.
Service requests can trigger notifications, approvals, and fulfillment processes. Service-request fields and status controls may be less editable than incident fields because catalog logic governs the request. BMC explains these submission and catalog dependencies in its documentation for submitting service requests.
When should you create a work order instead of an incident?
Create a work order when a defined action must be performed by a person or support group, including work related to an incident, configuration item, or known error. The incident records the disruption; the work order records the specific fulfillment or remediation activity.
For example, an incident might state that employees cannot connect to a corporate application, while a related work order asks the network team to inspect firewall rules. A work order can be created with or without a template, depending on the organization’s configuration. Keep the parent incident and the operational work connected so the customer-facing record reflects the work’s outcome.
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How do you search for and update an existing ticket?
Use the ticket console or global search to locate the existing record before creating a new one. Smart IT is designed to support the ticket lifecycle and can surface related tickets and knowledge articles, although the available search and navigation experience depends on the interface.
When updating a ticket:
- Preserve the original summary unless the summary contains a factual error.
- Add progress through the configured work-information, activity, or update control.
- Update assignment, priority, service, asset, or categorization when new facts justify the change.
- Record customer communication, decisions, blockers, and next steps.
- Attach relevant evidence under your organization’s retention and security policy.
- Keep credentials, secrets, and unnecessary sensitive information out of notes.
There is no single universal button label across Smart IT, Progressive Web App screens, Mid Tier, and customized Remedy forms. Select the ticket’s available update or activity control and confirm that the note is being added to the intended record and visibility level. BMC’s Smart IT documentation covers the broader workflow for creating and managing incidents, service requests, and work orders.
How do you relate tickets, assets, and work orders?
Use relationship controls to connect records that explain duplication, cause, dependency, affected infrastructure, or fulfillment. BMC supports relating existing tickets or assets to an incident and creating a related work order from an incident.
| Situation | Recommended relationship | Why it helps |
|---|---|---|
| Several users report the same outage. | Link duplicate incidents to the primary investigation. | Prevents parallel troubleshooting and keeps communication coordinated. |
| A device or service is affected. | Relate the asset, service, or configuration item. | Adds operational context and improves impact analysis. |
| A recurring issue suggests a systemic cause. | Connect the incident to a problem investigation. | Separates immediate restoration from root-cause analysis. |
| Another team must perform a defined action. | Create or relate a work order. | Gives the responsible team a specific piece of work to execute. |
| Remediation needs controlled implementation. | Relate a change request. | Connects restoration work to change governance. |
Related records may copy selected information, such as customer details, into a work order. Do not assume that every field automatically synchronizes across records; copying, synchronization, and display behavior are determined by configuration. BMC documents these options in its guide to relating items to incident requests.
How do you use tasks and task groups in Remedy?
A task is a discrete unit of work required to resolve or fulfill a ticket. Tasks are useful when multiple people, teams, or ordered steps are involved, because each assignment and progress update remains visible instead of being buried in the parent ticket.
BMC supports tasks for incidents, work orders, change requests, problem investigations, known errors, and activity tickets. Tasks can be created from scratch or from templates. Task groups can contain subtasks, and supported task types may run sequentially or in parallel.
For a connectivity problem, a task breakdown might look like this:
- The network team checks firewall logs.
- The endpoint team confirms the device configuration.
- The application team tests authentication.
- The service desk communicates the workaround to the customer.
Assign each task to the responsible person or support group. Add due dates or scheduled dates when available, record progress on the task itself, attach relevant evidence, and update task status according to the configured process. Users need appropriate permissions for the parent ticket type and generally must belong to the assigned support group to add or modify tasks. BMC’s task-management documentation describes these permission and workflow dependencies.
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How do you resolve and close an incident?
Resolve an incident only after the customer-facing symptom is addressed or an accepted workaround is documented, the work is recorded, required tasks are accounted for, and the customer has been notified through the approved channel.
Before selecting the resolution action, verify that:
- The service is restored or the workaround is clearly documented.
- Resolution notes explain what was done and what the customer should expect next.
- Resolution categorization and any required cause information are complete.
- Related tasks are complete, canceled, or otherwise accounted for.
- Affected assets or configuration items are updated when policy requires it.
- The customer has received the approved notification.
BMC’s completion procedure requires resolution categorization and saving the incident, which sets the incident status to Resolved. The procedure is described in BMC’s guide to completing an incident request.
Resolved and Closed are not necessarily the same state. Some organizations automatically close resolved records after a configured period or customer-confirmation step; other organizations use a different closure process. Do not promise a universal closure timer or automatic transition without checking your local workflow.
What are the most common Remedy ticketing mistakes?
- Using an incident for a catalog request: choose a service request when the user wants a standard offering.
- Creating a duplicate: search the console or global search before opening a new record.
- Writing a vague summary: name the affected service or item and the symptom.
- Omitting service or CI information: add the affected service, asset, or configuration item when known.
- Ignoring routing: verify the support group and assignee before saving.
- Putting secrets in notes: never record passwords, tokens, private keys, or unnecessary sensitive data.
- Resolving too early: account for required tasks, customer communication, evidence, and resolution notes first.
- Treating work orders as incidents: keep the disruption and the defined fulfillment action represented by the appropriate related records.
- Assuming every screen is identical: confirm the deployment interface, version, role, and local configuration when a control is missing.
- Assuming status, SLA, or notification behavior is universal: check the organization’s configured rules.
Where can you get formal Remedy training?
Readers who need administrator, configuration, Smart IT, or AR System instruction can consider official BMC ITSM courses and BMC education materials. BMC publishes training abstracts covering Remedy ITSM, Smart IT, and AR System fundamentals. Course names, editions, availability, and enrollment terms can change, so verify current details with BMC before making a training decision.
Frequently Asked Questions
What is the difference between a Remedy incident, service request, and work order?
Use an incident when something is broken, degraded, unavailable, or behaving unexpectedly. Use a service request for a standard catalog offering, and use a work order for a defined piece of work that a support group must perform.
How do I create an incident in the Remedy ticketing system?
In many BMC Helix ITSM deployments, open Create New and choose Incident, identify the customer, enter a specific summary and detailed description, add service or asset information, check categorization and routing, attach permitted evidence, and save. Required fields and labels vary by deployment.
What is the difference between Resolved and Closed in Remedy?
A resolved incident has completed the configured resolution step, while a closed incident has completed the organization’s later closure process. Some deployments close resolved records automatically after a configured period or customer-confirmation step, but there is no universal Remedy closure timer.
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Use tasks when an incident or other ticket requires multiple owners or distinct steps. Assign each task to the responsible person or support group and record progress on the task rather than placing all operational detail in the parent ticket.
The Bottom Line
The safest way to use the Remedy ticketing system is to select the record type that matches the work, search for an existing ticket, document the problem precisely, verify routing, relate supporting records, divide multi-team work into tasks, and resolve only after the outcome is recorded. Treat screen labels and status behavior as deployment-specific rather than universal.
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