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Roger Remedy book
Never BCC: to
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Remedy
It won't know you're sending to ChemIT, and will send the request to the CU Help desk. Just don't.
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Be sure to look for and help edit / classify / assign calls throughout the day a.
- Show "Assigned to all my groups" and "All open and updated by Email > All Priorities" periodically. To accept or assign a call:
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- In assigned group, begin typing chem – the select the assigned group of Chemistry (standard desktop response) or
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- 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.
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- Select the assignee from the drop down list.
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- Check the "Unassigned", and see what you can help with, or if something needs quick attention from someone.
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- Open un-edited calls and
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- Set the Service type
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- Set the product classification (works best if it will recognize a product name)
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- Select the Reported Source (email is default).
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- Assign to a group member if appropriate
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- SAVE changes
4) Responding to / working on calls:
a. Email to client from within remedy using Function / Email System – works. Need to manually add additional cc: for each message.
b. Email to client from ChemIT or your NetID in Outlook – Works well – Reply to all, INCLUDING ChemIT & Incident #. ChemIT must be a visible recipient, and not a BCC.
i. Note: Remedy will mis-classify this as "Customer Communication", rather than system email.
c. Make additional notes about work done, details discovered, etc in Work Detail tab – you can make many entries, which can help track progress, and help anyone else who works on this issue.
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