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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.
• Question: Do we, or how do we, educate our users regarding how Remedy works to improve our service to them? For example:
  • How best respond to a user who replies to a Remedy ticket pertaining to a new problem?
  • How best respond to a user who sends a new email pertaining to an existing Remedy ticket?

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

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• Using the new email address will result in an immediate acknowledgement of receipt from Remedy (a CU ticket management system), with a unique ticket number.
• The old address will still work similarly as before. However, the ticket number will be generated to the sender by Remedy when we first process the email request.
• When ChemIT staff update a ticket, Remedy will notify them automatically
  • This will occurs whether the new or old address was originally used.
Changing
• , which is similar to how it has always worked.

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

• Changing We are changing our group name to "ChemIT".

(2) Phased roll-out

BOLD is what non-ChemIT folks will notice.

Key question for us to answer: For each phase, I'd like to be very clear on what change in behavior we expect from folks we support, if any. In addition to informing them of upcoming changes they may see (so they aren't so surprised), what are we asking them to do differently?

• Get <ChemIT@cornell.edu> feeding into Remedy.
• Get ChemIT staff trained on Remedy so tickets sent via <ChemIT@cornell.edu> get addressed
• PHASE I, early July: Introduction (see "(1) Changes end-users will notice "day one"", above)
  • Email "You will start coming from Remedy, new ticket management system.seeing email from <ChemIT@cornell.edu>, and we are starting to call ourselves ChemIT...""
• ChemIT get better at using Remedy. Configure as we get feedback, etc.
• PHASE II, mid-August: Full Production
  • "We call ourselves ChemIT- hopefully old news to most of you, and the best email to reach is <ChemIT@cornell.edu>..."
    • Remind CCB staff of
    four changes.
    • the changes, including our name and new email address.
    • Manually send stock
    Turn on
    • "reminder" email response for folks still sending requests to CRCF email.
• Monitor Early December, review any request for help still be sent to old email list to determine if more action is warranted.

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