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• 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>.

• 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 pasthow it has always worked.

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

• We are changing our group 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:

• 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?

(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, the new-to-us 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 the changes, including our name and new email address.
    Turn on
    • Manually send stock "reminder" email response for folks still sending requests to CRCF email.
• 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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