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Top-level take-aways

(1) Changes end-users will notice "day one":

People getting service from us will notice email coming from Remedy, a CU ticket management system.

• The email will have a reply email address of <ChemIT@cornell.edu>, not <crcf@cornell.edu>.
• Email is sent by Remedy when:
  • A new ticket is created, communicating the unique ticket number associated with a new request.
  • CRCF/ ChemIT staff update a ticket.
  • Email is sent for all tickets we track, however we receive the request.

We are adding an email address to request help from us, <ChemIT@cornell.edu>.

• Using the new email address will result in an immediate acknowledgement of receipt from Remedy.
• The old address will still work. However, the ticket number will be generated by Remedy when we first process the email request, which is similar to the past.

We are changing what we call ourselves, and what we hope others come to call us over time.

• We are changing our name to "ChemIT".

Question: Do we, or how do we, educate our users regarding how Remedy works to improve our service to them? For example:

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