Documentation for ChemIT staff.

Roger's Remedy book

Never BCC: to Remedy

It won't know you're sending to ChemIT, and will send the request to the CU Help desk. Just don't.

Enter new calls

1. In Remedy – Most complete, a bit slower, allows you to enter needed info in correct places, as well as sending the client a message with ticket number. This is good – we want clients to know their issue is being tracked.
2. From the ChemIT Request form – Provides faster initial entry – allows you to included needed info, as well as entering the client in the NetID field which will send them the call info. Details will be in the work info, and will still need to be edited in Remedy fields.
3. From your email or ChemIT – Please don't do this. It makes a call in the wrong name, wrong notification, and still needs to be edited anyhow, so it doesn't save time, and doesn't get the client in the loop.

Accepting / editing Calls

Be sure to look for and help edit / classify / assign calls throughout the day

1. Show "Assigned to all my groups" and "All open and updated by Email > All Priorities" periodically. To accept or assign a call:
   1. In assigned group, begin typing chem – the select the assigned group of Chemistry (standard desktop response) or
   2. 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.
   3. Select the assignee from the drop down list.
2. Check the "Unassigned", and see what you can help with, or if something needs quick attention from someone.
3. Open un-edited calls and
   1. Set the Service type
   2. Set the product classification (works best if it will recognize a product name)
   3. Select the Reported Source (email is default).
   4. Assign to a group member if appropriate
   5. SAVE changes

Responding to / working on calls

1. Email to client from within remedy using Function / Email System – works. Need to manually add additional cc: for each message.
2. 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.
   1. Note: Remedy will mis-classify this as "Customer  Communication", rather than  system email.
3. 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.

Resolving calls

1. Be sure service & prod cat is set
2. Enter your time spent (Assignee Effort) and others time spent (Assignment log) and SAVE
3. Click Resolve
   1. Enter final work done, result, etc in Resolution (This will go to the client)
   2. Set the status reason (Usually No Further Action, may be others)
   3. Add any additional work info in Notes
   4. SAVE

Review & Additional follow up

1. Check your calls – "Assigned to me", and "All open and updated by email" daily.
   1. Close out things you are done with as soon as possible – this will improve our reporting metric for how long things are open.
   2. Re-assign or ask for help on things that are "stuck"
   3. Set status for calls that are waiting for client response to "Pending" (stops the service response ticker?), and back to in progress when it is.

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.