ITSM4Outlook is an integration application that connects your BMC Remedy ITSM client to Microsoft Outlook. It is installed as an extension of Outlook and provides users with new menus, features, options and panels. In this article, we will present its interface and the different menus available.

Global Overview

ITSM Menu

ITSM4Outlook is installed as an Outlook’s add-on. Once ITSM4Outlook is installed, a new tab, called ITSM, will be available in the ribbon of Outlook in the top bar menu.

 

This menu gives you access to different options:

Clicking the Submit Record button will display a pop-up window for the creation and submission of tickets.

Clicking the Service Today button will make appear the ITSM Service Today Panel on the right of your screen.

Clicking any of the Bookmarks Buttons will open the respective option in the Remedy ITSM web-interface console.

Clicking the Options button will display a pop-up configuration window where you can set and customize your ITSM add-in.

Clicking any button of the Help Section will provide you more information.

   

ITSM Service Today

The ITSM Service Today Panel displays your workload and allows you to work on your tickets. It is structured in different layers:

1. A Main Window, that shows your workload. Selecting an ITSM record within the workload will display the Ticket's Information and will give you access to different functions (see the ITSM Record Section).
2. A Search Field, to quickly search for specific ITSM records. When selecting the search field, the ribbon of Outlook will automatically display the options of the Search ITSM menu. This section enables you to perform advanced queries.
3. Filtering Options, for you to configure the display of your workload.

 

The filters available in the ITSM Service Today panel allow you to customize the type of records to be displayed in the workload

 

ITSM Record

As mentioned, selecting a ticket within the ITSM Service Today panel, will display the ticket's information and will give you access to different options and features.

   

Contextual Menu

When doing a right-click on an email within Outlook, the Contextual Menu will display new options. From there, you will be able to:

• Create a ticket from the email.
• Add work information to the work log.
• Or, if the email is already linked to a ticket, you will be able to open directly the ticket, either in the ITSM Service Today panel or in Smart IT or the Remedy ITSM console.