Business Problem

A user account in Active Directory is locked if a user incorrectly types the password several times in a row.

The threshold value for the number of attempts to enter the wrong password and the account locking time is defined in the Default Domain Policy in the GPO section

Computer Configuration > Windows Settings > Security Settings > Account Policy > Account Lockout Policy.

The user calls the IT Helpdesk/Service desk that his user-id got locked and he is not able to log in.

The Helpdesk engineer manually creates a case/ issue and assigns it to the service desk/ AD team. The domain administrator can unlock the user account manually using the Active Directory Users and Computers console. He has to find AD user object, open the properties, go to the Account tab, and check “Unlock account and press OK.

Automated Solution

Vyom Labs brings in the Automation to lock/unlock AD user as a self-service task and within minutes through BMC Helix- AD Automation use case.
Users can use his colleague’s workstation to send a request to the AutomationEdge engine by answering security questions. AutomationEdge engine then verifies the user response, unlocks the account in AD and sends an email/SMS to the user.

Visit the following short video on BMC Helix-AD Password Reset Automation –

The most repetitive task of an SAP administrator is to lock or unlock users in SAP.

Business problem

Sometimes, users forget the user-id or password and try to login with wrong credentials. After 3 or more unsuccessful attempts, user-id gets locked with the message to the user “user-id locked due to x unsuccessful attempts. Contact system administrator.

The user either – calls/Emails the IT Helpdesk/Service desk or submits an IT issue online; that his user-id got locked and he is not able to login.

The case/ issue gets created and assigned to the service desk. The SAP administrator has to manually unlock the user-id and reset the password if required.

This small activity of user locking/unlocking may take a considerable amount of time due to the manual handling of the case/issue.

Automated Solution

Vyom Labs brings in the Automation to lock / unlock SAP users within minutes through BMC Helix-SAP Automation use case.

The user only has to log a case in BMC Digital Workplace and AutomationEdge engine locks/unlock user account in SAP on behalf of SAP administrator and even closes the case in BMC Helix by sending the appropriate notification to the User. No human or manual intervention is required. With this Automation, the user gets the quick resolution which increases the satisfaction level. This automation enables SAP administrators to focus on complex cases without being bothered by repetitive tasks.

Another Use Case

There can be other scenarios as well that BMC Helix- SAP Automation can handle for e.g. –

When SAP Basis team is carrying out critical activities like client refresh, support pack upgrade etc., it is recommended to lock all the users (Except some system users which are required by an administrator) to restrict them to access the system till the activity is complete. Once the activity is complete, the administrator can unlock all the earlier locked users.

This is manual work and time consuming as well. BMC Helix – SAP Automation can handle such tasks without human touch.

Visit the following short video on BMC Helix-SAP Automation –

A lot of planning is required for buying and implementing IT service management tools as it requires big investments in terms of time and money. Also, it’s a huge change for users to adapt to a new system.

However, in spite of this, most IT organizations end up replacing their ITSM tools once every five years. So what goes wrong? More often than not, this is because of the missteps during the implementation process.

Another important factor is the absence of metrics-tracking functionality that plays a crucial role in IT departments and helps them in demonstrating their value. As a result, when the chosen ITSM tool doesn’t deliver the intended results, companies tend to discard them off.

But this should not happen to you.

This blog will guide IT leaders, in maximizing investments and avoid unsatisfactory rollouts.

IT leaders need to consider following points ITSM Pre and post implementation:

• Prepare Your Customer for New Tool Adoption

  If you are planning to move to new ITSM tool or getting it for the first time, understand what your customers are expecting. Customers may have different expectations or expect new tool with similar UI and feature to the previous tool which makes it easier to adapt. Understanding the requirements and setting up right expectations plays an important role in post implementation success.

• Invest in Training and Knowledge Transfer in the Service Desk

  Service desk analysts need a full understanding of the services which he has to provide. He might know how to use the new tool but he should know the technique and approaches where he can perform the tasks more efficiently. Investments in self-service, ITIL training and knowledge management can increase the benefits. With self-service, tickets can auto-create and reduces contact volume and knowledge management can help your service desk analyst’s better handle the remaining volume with finding the solution in the existing database. There will be increase in customer experience and productivity as a customer can get the resolution quickly and meets SLA.

• Solve the Problem with Problem Management

  The re-occurrence of the incidents is considered as problems. Problem Management will reduce incident recurrence and improve change success rates. You need not be an expert to get started with problem management. Initially the problem advisory board can identify workarounds till the time the solution is identified. Once the solution is identified, the solution is provided to the reoccurred incidents/problems. Problem management is a prevention mechanism for the incidents.

• Build SLAs based on a Business Critical Case

  The tickets severity should be based on business priority. The ticket which is impacting the business should resolve on critical priority. An issue with a printer that only affects a single user might be having low priority, but if that single user is CFO and it’s the end of the quarter then this becomes the critical priority ticket.

• Get all of the Teams on the Same Page

  Engage stakeholders early before going for new ITSM. Get all the teams on the same page which are working together. Everyone is responsible for the implementation and support of IT services to move to the next ITSM vision or new ITSM tool. Tier 2 and 3 resources might not be using the tool frequently, but they will need to interact with support processes and get the information and valuable insights. You should involve the leaders of those teams.

• Configure or Use Out-of-the-Box Processes

  Preferably need to use all out of the box features of the ITSM tool for implementation. There should be proper planning for implementation and configuration of all requirements. If the out of box feature will not fulfill the requirement then only should have a suggestion for customization.

ITSM Tool Implementation Model

Following are the best implementation practices Vyom Labs follows which are completely based on the Proven Techniques for Successful ITSM Implementations.

Vyom Labs Value Framework [VLVF] details out our BMC implementation approach. This is based on successful ITSM Blueprint methodology. There are clearly defined input, output and activities for each phase. This ensures that the methodical progress happens from one phase to another. Every phase has documentation deliverables which ensure that the implementation system is well documented. This will ensure that later you will be benefited by the detailed documentation.

Uniqueness in our methodology is consultative approach for ITSM implementations and strong focus on reporting to get maximum value from ITSM investments for various stakeholders.

Baseline Gap Assessment

The main objective of this phase is to understand the current state and identify the gaps in process and propose the solution.

Plan and Preparation

The main objective of the preparation phase is to ensure project availability, facilitating a smooth transition from the sales cycle to the delivery commitment and understanding the client’s expectations. All the artifacts of the project must be assembled and the configuration of the internal systems in preparation for use by the resources assigned to the project in future phases.

The main objective of the Planning Phase is to bring the Vyom Labs and Client project teams on board by carrying out activities to gather information, develop a project schedule, and complete the project management plan. The project teams collaborate to carry out a formal meeting to initiate the project by presenting and confirming critical commitment criteria.

Analyze and Design

The main objective of the Design phase is to focus on the people, processes and requirements of the Customer’s technology and the design of the architectural solution (s). The project team carries out important activities, such as measuring the impact on the disruption in the Client’s organization, that the implemented solutions will have on the client’s business and documenting their business requirements in the form of a Solution Design Document.

Build

The main objective of the Construction phase is to ensure the relevant quality processes used in the design and execution of this commitment are in accordance with the deliverables established in the SOW and the quality standards of the BMC project, including the documentation of the construction of the solution using the Solution Design Document reviewed and accepted by the Client.

Validation

The main objective of the Validation Phase is to rigorously test to confirm that the solution constructed is in accordance with the Solution Design Document. This phase focuses on the testing of system components based on the test plan. Validation ensures that the needs and expectations of the client have been met or exceeded.

Deployment

The main objective of the Deployment Phase is to bring the solution fully configured and validated to the production environment, satisfying the technical and business requirements of the client. This phase is fundamental to the success of Vyom Labs and the Client, since it offers the opportunity for the client to realize the value that BMC solutions speak.

End User adoption and Ongoing support (Transition)

The main objective of the Transition phase is to orchestrate activities that ensure that when the Vyom Labs project team leaves the project, the client understands how to operate with minimal support; however, if support is required, the client understands how and when to contact Vyom Labs Support Services.

Implementation of ITSM tool is often part of a large and complex environment to improve operations. Making correct decisions and taking the right steps towards that is very important for successful implementation. The above points should definitely help to whom, those are planning to implement ITSM in there organization.

Vyom Labs has successfully completed 700+ BMC implementations for the medium and large enterprises. If you are looking for a trusted implementation or services partner, get in touch.

BMC Helix is a Multi-Cloud Service Management for seamless service management that can run on any public cloud because of its container deployment capability. The cognitive automation capabilities of Helix can increase the customer experience. We can get the data driven insights because of its complex reports generation capability.

To be able to migrate to multi-cloud, it is imperative to have a successful strategy that is crafted keeping the end-requirements in mind. Your migration strategy should take care of unexpected costs and security vulnerabilities.

Before moving ahead with the migration, here are a few things that you must keep in mind:

• Your strategy must be in line with the cloud platform that you are planning to migrate to
• You should map your cloud platform assets properly
• Make sure that your forecast the cloud expenses accurately before moving ahead
• While migrating to the cloud is fun and all, it is equally important to ensure your security and compliance with regards to the cloud architecture

Below steps should consider and implement before going to BMC Helix migration

1. Estimate the migration cost: Before going for cloud migration, first you need to estimate the cost of migrating to AWS, Azure, and other cloud platform services
   1. Simulate your migrations with sample data to AWS, Azure, and other cloud platform services and deploy the right resources like foundation data, transactional data, customizations, and integration configurations
   2. Align migration cost with business needs which includes different views and resources
   3. Optimize resource usage by identifying and deploying only the required services. The unused services can be dropped for deployment.
2. Plan your migration: To migrate your on premise BMC Helix to multi-cloud (AWS, Azure, and other cloud platform services) need to involve some experts. They can help you in
   1. Determine and analyze the gaps between the on premises and cloud solutions
   2. Rapidly assess your current cloud operational maturity in terms of people, process, and technology.
   3. Find out the business cases that can provide financial and operational benefit when we migrate to any AWS, Azure, and other cloud platform services
   4. Prepare a milestone for successful cloud service migration within the decided dates or deadlines.
   5. Get the expert advice on cloud operating models , procurement strategies, capacity optimization, vendor management etc.
3. Discover all your assets: Before going for migration on cloud, make the audit of all your data center, AWS, Azure, and other cloud platform service assets and it’s relationships
   1. Make the audit of inventory of all assets before deciding what to migrate to the cloud
   2. Check for data dependencies to ensure that nothing breaks after migration
   3. Need to ensure all assets and dependencies should be same for any on premises or in the public or private cloud
4. Check for security and compliance: Find out the security risk and compliance of cloud environment before migration. Fix the risk and compliance gaps on AWS, Azure, and other cloud platform before going for migration.
   1. Verify security and policy-based compliance of all production environments across AWS, Azure, and other cloud platform service
   2. Automate remediation to secure multi-cloud resources at scale
   3. Using Dashboard increase the visibility of security and compliance posture

If you are planning for BMC Helix migration, you should consider and go through the all above mentioned steps before migration to BMC Helix for a successful migration. Risk can be mitigated with all the above steps.

For starters, cognitive service management is the advanced service management technique powered by digital automation, machine learning, and AI. The process is capable of driving new levels of agility, efficiency, and productivity.

IT Service Management is a continually evolving practice that adapts and grows with the pace of emerging technology. ITSM technology is flexible enough to accommodate sudden and rapid changes; leading organizations ensure service and support practices will continually align with business needs.

Cognitive Service management is the evolution of ITSM which is very powerful intelligent technology to drive the services in the organization without changing current infrastructure.

In Cognitive Service Management data center environments would be of multi-cloud, multichannel and multi-device. It also has emerging technologies like artificial intelligence and machine learning for opportunities to drive scalability, efficiency, productivity, and cost savings.

More and more enterprises are now making use of intelligent systems to deliver flawless service delivery services to achieve new levels of efficiency, agility, and productivity.

Undoubtedly, cognitive service management is agile, efficient, and scalable. This means that it is capable of completing tasks faster with reduced cycle times, and with better scalability.

Why Traditional ITSM Is No Longer Enough?

The latest technologies in cloud, mobile, Internet of Things (IoT), and big data are driving dramatic changes in the organization. Customer experience becomes a priority factor over price and product as the key brand differentiator. Many organizations today are focused on digital transformation and how to leverage these new technologies to enhance user experiences. Those who don’t proactively address the opportunities and challenges of new technology will fall behind.

Top Three Digital Transformation Challenges

Multi-cloud:

IT departments no longer have their workloads only running in their existing data centers but across multiple public and private cloud environments.

[Also Read: BMC Helix -The Future of Service Management]

Multi-device:

Organizations must have critical tasks to manage than just IT devices and assets. IoT is becoming popular as it is increasingly important and in demand and everything will become connected within the device mesh

Multi-channel:

Customers and employees want services provided through the channel through e-mail, phone, chat, or social media.

Digital Transformation with Next-Generation ITSM

Service desk has to focus on providing excellent customer experience with service excellence and with self-service capabilities. In modern ITSM solutions, these goals remain constant with the inclusion of new technologies. One can adapt between available different options on-premises and cloud applications of all types, including private, public, hybrid, and managed. The volume of cloud apps continues to grow from Gmail and Office 365 to most popular solutions for business units and IT.

Modern ITSM systems have the ability to:

• Support legacy data center infrastructure
• Supports multi-cloud environments  
• Deliver a seamless user experience across all devices and channels
• Manage all applications centrally, regardless of location
• Scale quickly and easily with the demands of your business
• Support security best practices across your multi-cloud environment
• Provide complete visibility of your all assets, on-premises as well which in the cloud
• Offers intelligence automation including AI and machine learning to drive speed, productivity, scalability and cost savings

ITSM Maturity: Digital Transformation with Cognitive Automation Technologies

Every organization must have different level of ITSM maturity, from a basic help desk to service management powered by intelligent automation. The organizations mostly fall into three main buckets on their journey to digital transformation:

• Standard help desk or ITSM practice
• Service desk with multi-cloud and multi-channel digital enterprise (Digital Service Management – DSM)  
• Service desk automation with latest Cognitive technologies like Artificial intelligence, Machine learning and chatbots (Cognitive Service Management – CSM)

Benefits of Cognitive Service Management  

Cognitive Service Management will be beneficial in service delivery at below key characteristics:

1. Enhanced user experience

   When using Cognitive technology effectively in your organization, it increases customer as well as employee productivity. Their time can be utilized in a more productive way. CIOs and business leaders can make a decision to adopt digital technologies like CSM, can create engaging employee experiences, and increase employee retention. Enabling cognitive capabilities in the existing environment is a revolution to people-centric experiences of the future.

2. Speed through automation of repeatable processes

   Cognitive Service Management (CSM) capabilities like virtual agents/chatbot can assist IT and business 24/7 to complete tasks faster and improve productivity. This enhances service delivery experiences. This also automates repetitive and rule-based task with cognitive automation without human intervention.

3. Cost savings across service delivery

   CIOs must have to showcase more value to lines of business with new cognitive technologies. This may include new revenue streams, operational efficiencies, and outcome-based business models. All of which can be achieved by Cognitive service management to drive value and cost savings for the business.

Conclusion

Industries are planning to move towards emerging cognitive technologies, AI and Machine Learning to increase speed, accuracy and business values at a lower cost. Cognitive Service Management will extend your ITSM features to achieve your business goals.

In today’s industry, service management is human driven. ITSM systems and processes are manual, inaccurate, and slow, resulting in high costs and low productivity.

Nowadays, CIOs and other executives are behind in their digital transformations. Organizations are looking for cloud, the Internet of Things (IoT), Artificial Intelligence (AI), and other transformative technologies to solve the business problems.

Enterprise companies are migrating workloads to the cloud to spend less time on upgrades and achieve the flexibility to use it as on demand. Companies expect easy and successful migration with reduced time and effort for upgrades and the ability to scale.

BMC Helix a new Service management is evolved by technologies like artificial intelligence (AI), machine learning (ML), chatbots and virtual agents, available in multi cloud, which driving dramatic changes to the service experience. Business leaders are adopting and applying these technologies to solve business challenges and get a competitive edge in the market.

The 3 “Cs” of BMC Helix

The Future of Service Management is having 3 “Cs”: Cloud, Containers, and Cognitive.

• Delivering everything-as-a-service,( RaaS_ DaaS_ DWPaaS & BWFaaS) BMC addresses the reality facing businesses today.
• IT is evolving from cloud to multi-cloud (BMC_ AWS_ Azure)  
• Organizations are embracing containers to ensure they have choice of cloud.
• Legacy ITSM is shifting to Cognitive Service Management(CSM).

BMC Helix is a comprehensive Cognitive Service Management cloud offering. You can run it in any cloud you choose, with robust cognitive capabilities such as intelligent chatbots and predictive capabilities.

Key Capabilities of BMC Helix

The BMC Helix Cognitive Service Management offering includes:

• BMC Helix Remedy: Delivers the service management through auto-classification, assignment and routing of incidents. Centralized management is likewise critical to ensuring the health and optimization of multi-cloud environments.
• BMC Helix Business Workflows: Helps extend beyond IT to support the lines of business like HR, Facilities, and Procurement. Reduce the manual effort required of a resource with robust self-service capabilities. Cognitive, omni-channel service interactions generate a System of Engagement for better user experiences and outcomes
• BMC Helix Digital Workplace: Provides an intelligent, omni-channel conversational experiences across all devices and channels including Web, mobile, SMS ,Chatbot and Skype, allowing technology issues to be addressed proactively in a user-friendly manner.
• BMC Helix Discovery: BMC Helix ensures you have the 360-degree view necessary for effective service management in the multi-cloud era. Predictive service management tools across the Enterprise create a System of Action for rapid, effective service delivery.
• BMC Helix Innovation Suite: Cloud-ready microservices-based platform that leverage powerful AI and machine learning capabilities that helps organizations to customize, update and integrate through REST APIs.

Benefits of BMC Helix

Speed
Containers become the rapid delivery model of choice in multi-cloud environments, not the least of which is faster, more frequent deployments. They enable the operational efficiency necessary to meet the speed and scale of modern business.

Cost
Container enables operational flexibility and efficiency at scale, especially in terms of ongoing updates and maintenance.
Helix’s cognitive capabilities, meanwhile, can help reduce support costs. For example, intelligent chatbots or virtual agents can handle L0/L1/L2 tickets and redirect your human resources to higher-order issues, growing your overall support capabilities while reducing service costs.
Moreover, delivering everything-as-a-service will reduce your infrastructure and operations costs over time.

Accuracy & Satisfaction
Helix embeds AI, machine learning, and automation throughout the service portfolio to increase the accuracy of updates and resolutions, leading to greater overall service and improved customer satisfaction.

Vyom Labs having 15+ years of BMC experience provide the services to perform end-to-end new implementation, automation and support as per the business requirement. Vyom Labs have completed 600+ projects in BMC BSM technology. We have clients spread worldwide in North America, Africa, Asia Pacific, Europe and Middle East.

BMC Remedy 9.1 has been in the works for over a year and represents the most solid, high-quality release of Remedy yet.

This post will cover key reasons why you can be confident in upgrading to Remedy 9.

Some of the important new features of upgrading process are:

• Simplifying upgrade –
  • In Place Upgrade- Utilizes the existing environment that meets sizing recommendations, hardware requirements, and database requirements No data migration is needed
  • Staged  Upgrade – Set steps for your overlay Reconciliation for successful upgrade
  • Granular Overlays – Protects years of customization during upgrade
  • Snapshot based comparison – Improves tracking changes during upgrade
  • 3-way Reconciliation – to ensure 100% upgrade
  • Bundled Pre-checker – provides simpler, low cost upgrades

• Selecting the upgrade method
  • Your current version of Remedy determines the starting point for upgrade.

If you are upgrading from a version earlier than Remedy ITSM 7.6.04, you must first upgrade to Remedy ITSM 8.1.02.

Best Practice

Conduct validation and performance testing in the QA environment to minimize the amount of time required for testing during the production staging upgrade. Reducing test time during the production phase will also reduce the amount of delta data that you need to migrate.

Still think it is not easy? Vyom Labs recommends that you sign up for the Complimentary Assessment Program to discuss various options for upgrading your Remedy application.

Note: For complete upgrade steps/details, follow the BMC Documentation or contact us at info@vyomlabs.com

BMC Remedy ITSM is commonly used ITSM application within organizations to manage customer interactions and connect employees in IT organizations. Remedy typically represents the layer interfacing with customers and plays a key role in delivering and supporting IT/Non- IT services driven by a large user base.

Therefore, the application can be defined as “mission-critical” and are required to be highly reliable, scalable and flexible in nature. The application will have to be adapted quickly to changes in the size of the user base, the type of usage and the required workflows supporting a diverse set of usage scenarios. This set of requirement demands a unified testing methodology that supports testing at all stages in the lifecycle of an application and allows the testing to be adapted as quickly as the applications themselves.

BMC Remedy Performance Testing

The role of performance testing and analysis is to ensure it is sufficiently responsive as the customers are exposed to it. In addition, the same technology can be used to ensure that a live system is performing well under the load applied by real users.

Problem Statement  

• Throughput – Frequency of an operation over time, such as the number of tickets created in an hour.
• Response time – Time between a significant operation (for example, clicking Save to create an incident ticket) and the time that the operation is completed and system control is returned to the user.
• Needs server restart after frequent system changes.

 

Highlights of Performance Testing with Vyom Labs Performance TestEdge Product

Health Check Objective

Sr .No.	Activity	Objective
1.	Performance Analysis of Remedy Architecture	To determine if the current architecture is suitable to meet the current and future business needs.
2.	Baseline Performance Test	Baseline tests to get top performance benchmark when there is minimal load
3.	Sanity Check	To check whether all modules are implemented and configured as per the BMC/ITIL best practices
4.	Predefined tests execution	To Check the performance for individual ITSM modules
5.	Break Point Test	To Test the points where the server can manage the load.
6.	Integration Health Check	To check the working conditions of all the Remedy integrations in your environment

 

Benefits of Performance TestEdge

• Improves quick decision making capability while introducing new/proposed enhancements
• Analysis of whether the entire system slow or is the slow performance specific to particular user, particular location, or particular transaction only?
• Less downtime with advance knowledge of system capability and performance
• Better user experience with less performance issues/outages
• Minimizing risks, maximise profit, increase growth
• Reduce gaps in Demand-Capacity Management for BMC Remedy resources needs.

To watch Vyom Labs Performance TestEdge solution in action, request a free trial now.

As an IT Service Provider, you possibly get hundreds of emails every day from your monitoring systems such as escalations, alerts, notifications, etc. which “overflow” your mailbox all day, every day. In today’s complex IT system, it becomes challenging and time consuming to distinguish between what is and isn’t significant.

With more the 600 implementations, Vyom Labs understood the issue and came up with a simple solution. When you connect your Remedy system to SMS you can effectively streamline your entire communication process.

With this advanced integration, you can empower  L1 and L2 level support staff to resolve more incidents, quickly and remotely as:

1. They receive an SMS each time a ticket is assigned to their Support Group of specific priority with status as “Assigned”.

2. As an Assignee of a ticket, they receive an SMS each time a ticket of a specific priority is assigned with status as “Assigned”.

3.Each time a Critical Priority ticket arrives in Remedy system, IT Manager or management users will receive SMS.

The SMS content is completely customizable as per the requirements.

To know more about our Vyom Labs SMS Alert package, please feel free to get in touch with us.

Email has become a major formal communication platform for all kinds of industry. BMC Remedy, a service desk solution comes with email notification feature for various purposes. Looking at the progress of the email interface and tool capabilities, BMC Remedy email notification feature needs enhancement. During various remedy implementations, Vyom Labs have identified a very essential remedy email enhancement which serves as a great ease for day to day IT operations.

Following are the few key features:

1) Approver-Requester Query-Answer through Remedy Email.
2) Active Remedy Email Notification for Support Staff for Work information.
3) Beautiful HTML Templates for Remedy Email
4) Re-open Tickets from Remedy Email

1) Approver-Requester Query-Answer through Remedy Email

Email has become a de-facto standard for formal communication. Approvers are generally high position authority and delay in approvals is a major challenge due to lack of efficient communication channels for information flow. BMC Remedy support approvals via email but cannot ask more clarification/question through Remedy email.

Vyom Labs provides custom Remedy email interface through which approver can ask more clarification/questions to requesters and requester can reply through Remedy email. All communications are recorded in Remedy for reference.

With Vyom Labs Custom Email Notification Package, approver will receive email with 4 options: Approve, Reject, Approval Central and More Information. When approver clicks on “More Information”, new email window will open in outlook where approver can put his questions & send an email.

System will capture the approver’s question and automatically sends new email to the ticket requester with the question; requester can respond to the same email. This email will be received by Remedy system and it will be forwarded to the approver.

Approver can go through the requester’s answer, if found satisfactory, approver will “Approve” the request or use “More Information” option again to ask query to the requester.

Sample Screenshots:

2) Active Remedy Email Notification for Support Staff Work Information

Requester & Support Staff Communication: If support staff keep the ticket in Pending Status for more information from requester and requester sends email to support for update on ticket; the support staff is actually unaware of the mail from requester unless they open the ticket in Remedy to check the work log for details of the email from requester and the ticket status remains in the Pending status.

With Vyom Labs Custom Email Notification Package, when the requester sends an email to the Remedy system for specific ticket, the response will be added into the Work Info of that ticket & the ticket status will be changed to “In Progress” from “Pending” and this will help support staff to quickly identify the Pending tickets.

Sample Screenshot:

3) Beautiful & Enhanced HTML Templates for Remedy Email

Professional looking well formatted HTML template with header/footers for remedy email notifications. Improvised remedy email contents to keep stakeholders well informed.

Problem Statement

• Out of the box email notification from Remedy systems are plain texts with basic information.
• Important information is missing
• No company logo

Vyom Labs Custom Email Notification Package benefits

• Beautiful & enhanced HTML templates for Remedy email notification
• Your company logo in the email notifications
• More and relevant information in email notifications.

4) Re-Open Tickets from Remedy Email

It will provide an option to end users to directly re-open resolved ticket via an email if resolution is not working out. It helps in improving Remedy user satisfaction and transparency.

A Re-open link will be available in the resolution notification email.  The requester can click on the link to open a new email & send it to the prepopulated email address in the ‘To’ field, which will trigger the automatic reopening of the Resolved ticket.

Sample Screenshot

Compatibility – BMC Remedy 8.x, 9.x

Vyom Labs Remedy Email Notification Packages can help your support staff decrease ticket resolution time and improve performance with better communication. For more information and live demo, get in touch with us.