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- Email to client from within remedy using Function / Email System – works. Need to manually add additional cc: for each message.
- Email to client from ChemIT or your NetID in Outlook – Works well – Reply to all, INCLUDING ChemIT & Incident #. ChemIT must be a visible recipient, and not a BCC.
- Note: Remedy will mis-classify this as "Customer Communication", rather than system email.
- Make additional notes about work done, details discovered, etc in Work Detail tab – you can make many entries, which can help track progress, and help anyone else who works on this issue.
Resolving calls
- Be sure service & prod cat is set
- Enter your time spent (Assignee Effort) and others time spent (Assignment log) and SAVE
- Click Resolve
- Enter final work done, result, etc in Resolution (This will go to the client)
- Set the status reason (Usually No Further Action, may be others)
- Add any additional work info in Notes
- SAVE
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