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Roger's Remedy book

Never BCC: to Remedy

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Look for calls marked "Email update" – May include open or resolved calls. This indicates that new email has been received which may need action. Read, and clear the "Updated by Email" checkbox. Save. Re-open resolved tickets if necessary.

Tips, tricks, and gotchas

Gotchas if ticket passed from CIT back to ChemIT

Happens when calls passed back-and-forth with CIT. For instance, with the ATC. Oliver sent one of our tickets to ATC (CIT), When they did their work, Oliver went to email the client from within the ticket, in Remedy, and he noticed:

The From: address in Remedy's email app. can change automatically

It //defaulted// to a From: address of the ATC, not ChemIT. Oliver fortunately noticed this and changed the From: address back to ChemIT before sending the email. Don't forget to watch for this. :-)

The Assigned Group (and Assignee) were changed

These fields were set to Course Technologies (John S Udall). Oliver changed them back after he noticed ticket not showing up in his queue.