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Standards and procedures for Chemistry IT and Physics IT staff
| Expectations | Notes |
|---|---|
| "Cancel" (or "Turbo cancel") any non-ticket. Such as announcements from Craig Wiggers, junk emails, etc. | Helps keep Remedy reporting more accurate, naturally. |
| Flag every newly assigned ticket with "In Progress" as soon as you know about it. | All team members know you know about the ticket. |
All tickets Subjects must all start with approved group name, depending on who the request is coming from. Name must be followed by hyphen with spaces before and after. In Physics, these are:
In Chemistry, see full-page sheet with ~40 groups listed. | Useful for quick, unambiguous searching within Remedy. Necessary for certain Remedy reporting. |
| Clear email received checkbox as soon as you know about it. | All team members know you know about recent emails sent to the ticket. |
Quick links
Log into Remedy (either)
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- You may Bcc: CRCF.
- 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. :-)
- Do NOT Bcc: ChemIT.
- See above for why.
- You must include the relevant ticket number in the Subject line
- Done so message is automatically associated within Remedy
- Usually done at the beginning of the Subject line.
- Send as ChemIT.
- 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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