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Look for calls marked “Email update” – May include open or resolved calls. This indicates that new email has been received which may need action. Read, and clear the “Updated by Email” checkbox. Save. Re-open resolved tickets if necessary.

Convention started 4/9/15:

Once a month, ask yourself these questions of ticket a month old or older:

• Have they had any recent action? Are they really still something we can do anything about? Do we know what? Can you make a step forward? Or are they not a ticket, and perhaps a project?
• Please open and take a look at your oldest, dusty calls (and maybe some not so old as well) in Remedy and:
  • Think about what, if any action can be taken
  • Add a note in “work detail” listing the next action needed, and by who.
  • Set the Status (In progress, pending, etc)
  • Set the status reason field based on the action
  • And try to close at least one of them.

Tips, tricks, and gotchas

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