Standards and procedures for Chemistry IT and Physics IT staff

Quick links

Log into Remedy (either)

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• http://www.it.cornell.edu/cms/services/remedy/howto/upload/Remedy-Local-Admin-Guide-2-4-2014-02-03.pdf

Remedy reports

• Remedy reports

See also

• Service categories in Remedy and desired ones
• Reported Source categories, Remedy

TOC:

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Roger's Remedy book

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It won’t know you’re sending to ChemIT, and will send the request to the CU Help desk. Just don’t.

• Yes, we know that if there is the correct ticket number in the subject line it should get processed correctly. But even knowing that, still don't do this.

Enter new calls

1. In Remedy – Most complete, a bit slower, allows you to enter needed info in correct places, as well as sending the client a message with ticket number. This is good – we want clients to know their issue is being tracked.
2. From the ChemIT Request form – Provides faster initial entry – allows you to included needed info, as well as entering the client in the NetID field which will send them the call info. Details will be in the work info, and will still need to be edited in Remedy fields.
3. From your email or ChemIT – Please don’t do this. It makes a call in the wrong name (yours or ChemIT!), wrong notificationthus sends the confirmation notification to the wrong email (again, you or ChemIT!), and the ticket still needs to be edited anyhow, so it doesn’t save time, and . And this process doesn’t get the client in the loop.

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1. Show “Assigned to all my groups” and “All open and updated by Email > All Priorities” periodically. To accept or assign a call:
   1. In assigned group, begin typing chem – the select the assigned group of Chemistry (standard desktop response) or
   2. Not really used, as of 3/1/16: Set the assigned group to Chemistry (L2) for calls which require engineering / development / advanced troubleshooting. This may also be changed after initial assignment when needed.
   3. Select the assignee from the drop down list.
2. Check the “Unassigned”, and see what you can help with, or if something needs quick attention from someone.
3. Open un-edited calls and
   1. Set the Service typecategory (Select a Service is the default).
      
      1. See our non-obvious use of categories page, please.
   2. No longer done: Set the product classification (works best if it will recognize a product name)
   3. Select the Reported Source (email is default).
      1. If sourced from outside the office (a conversation, drive-by, etc.), codify it as "Chat".
   4. Assign to a group member if appropriate
   5. SAVE changes

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1. You may Bcc: CRCF.
   1. Since you can't Bcc: from within Remedy's email, this is often the reason you will want to do this in the first place. :-)
2. Do NOT Bcc: ChemIT.
   1. See above for why.
3. You must include the relevant ticket number in the Subject line
   1. Done so message is automatically associated within Remedy
   2. Usually done at the beginning of the Subject line.
4. Send as ChemIT.
   1. Done so if a reply comes, it also goes to Remedy. If sent as an individual, reply doesn't automatically go to Remedy.

If you change the “Service” category on an existing ticket, ALWAYS hit No.

Changing a "Service" category will prompt you to ask about keeping the existing service. If you hit Yes, the ticket gets two services attached to it. And then the ticket will act more weird than normal in Remedy.

Create canned searches: Quickly see just one person's tickets

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• We can request to modify ProdCats.
• We cannot add/ modify OpCats.

See also

• Service categories in Remedy and desired ones

Gotchas if ticket passed from CIT back to ChemIT

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