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(1) Changes end-users will notice "day one":
- End-users will notice email starting to come from Remedy, a CU ticket management system.
- Email is sent when a new ticket is created, communicating the unique ticket number associated with a new request.
- Email is sent when CRCF/ ChemIT staff update a ticket.
- Email is sent for all tickets we track, however we receive the request.
- We are adding an email address to request help from us, <ChemIT@cornell.edu>.
- Old address will still work.
- Using the new email address will result in an immediate acknowledgement of receipt from Remedy
- .
- 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.
- , which is similar to the past.
- We are changing Changing what we call ourselves, and what we hope others come to call us over time.
- Changing We are changing our name to "ChemIT".
(2) Phased roll-out
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- 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, the new-to-us 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 changesthe changes, including our name and new email address.
- 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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