The document outlines 10 steps for a BMC Remedy assignment for a help desk ticketing and documentation training course, which includes creating technician and user accounts, adding classmates as technicians, adding a training course and users, creating a wireless troubleshooting topic, opening a work order, reviewing software licensing, and adding average hours, calls, work orders, and change management details. It provides details on troubleshooting a wireless connection issue resolved by renewing the IP configuration.

1. June 10 2015, BMC Remedy assignment (Help Desk Ticketing & Documentation)
Submitted by Ratan Mohapatra
Step 1: Create Technician Account for self:

2. Step 2 & 3: Create 2 User Accounts:

3. Step 4: Add 5 classmates to IT department technicians:

4. Add Training Course:

5. Add 5 users to helpdesk to course:

6. Step: 5:
Create a new Topic: Wireless:
Steps of trouble shooting:
1. Run ipconfig /all from the command prompt (WIN+R, cmd).
2. The host has 169.254.x.x addresses which means they could not connect to the DHCP
server
3. Called the Network Team to make sure the DHCP server was ON. They told me it was
down due to some un-planned maintenance. But has started recently.
4. Checked the configuration of the wireless network adapter card to make sure they were
set with automatic IP:
5. Run the command ipconfig /renew and restored the internet connection
6. The user could navigate to www.google.com on her IE browser

7. 7. Checked with other computers that could adapt the DHCP and were able to connect to
the internet.
Step: 6: Open a new work order

8. Step 7: Software Licence:

9. Step: 8:
i. Average hours:
ii. By department:

10. iii. Calls completed:

12. iv. Completed work orders:

13. Step 9: Change Management

14. Step 10: Add assignment to work order 1031