Top-level take-aways

Very little changing, except:

(1) Changes end-users will notice "day one":

• We are adding Adding an email address to request help from us, <ChemIT@cornell.edu>. (
  • Old address will still work.
  )
• Using that 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 work similarly as before.
  That is
  • However,
  a
  • the ticket number
  appearing
  • will be generated to the sender by Remedy when we
  read
  • 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 what we call ourselves, and what we hope others come to call us over time.
  • Changing our name to "ChemIT".

(2) Phased roll-out

BOLD is what non-ChemIT folks will notice.

• 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 will start coming from Remedy, new ticket management system.
• ChemIT get better at using Remedy. Configure as we get feedback, etc.
• PHASE II, mid-August: Full Production
  • Remind CCB staff of four changes.
  • Turn on "reminder" email response for folks still sending requests to CRCF.
• Monitor any request for help still be sent to old email list to determine if more action is warranted.

Communications and time-lines

...