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What is “Remedy”?
• Entering and tracking user problems and requests – user access via Web interface
• Inter-group communication and transfer of responsibility
• Campus-wide support – continually extending to more non-ITS departments,
directing certain types of requests to departmental or college support staff
• Reporting and analysis – most common problems, where most time is spent, etc.
If you will be accessing BOTH Cal Poly and the CMS Remedy systems:
We will assist you with the installation and configuration
b. Remedy Account
Login Name: Cal Poly Username
(as in EmailAlias@calpoly.edu, but do not use the “@calpoly.edu portion)
Password: Cal Poly Password (In class, a “test” password will be used)
c. Training:
• How to logon to Remedy (Support Console)
• How to create new cases and update existing cases
• How to identify cases assigned to you / assign cases to other groups or individuals
• Understand what notifications are and how to change your notification methods
• What our policies are for using Remedy correctly
• Review how to manage a group’s cases (Management Console)
• A quick look at the Web interface for users
Logging on to Remedy
Double Click on the Remedy Help Desk Support icon on your Desktop
At the User Name prompt, enter your Cal Poly Username (must be lower case)
At the Password prompt, enter your Cal Poly Password (or test password)
OPTIONS
• New Request – Create a new case
• Search for Request – Search for an existing case
• Bulletin Board – Post or view Bulletin Board messages (Not currently used)
• Reporting – Generate a report (over 100 pre-defined reports)
• Track Assets – Track an asset or component (Not currently used)
• View an Open Case - Highlight a case on the list and Double Click or click the Details
button
A New Help Desk Case will open at the Requester Information tab
The Requester is the person who has the problem, not always the person calling in
(use the Description field for alternate contact information)
• Name+ – Requester’s Last Name (Field is case sensitive, can enter all or part, or
nothing)
OR
Login Name+ - Cal Poly Username (Must be lower case)
• Enter a value in Name+ or Login Name+, then press Enter to retrieve the
Requester Information
• If the Requester’s name or Cal Poly Username is not found, verify or use an
anonymous type (astudent, astaff, afaculty, etc.)
• The Cal Poly Username is unique – if correct, only one entry will be found
(unless the Username is for a suppressed student, who will not be in Remedy).
• If you search using Name+ , you will see a list of users, and can select the correct
user from the list by double-clicking on their name
• Verify the Requester’s phone number
• NOTE: You can view and modify other open cases for this user via the
Requester’s Open Cases box
Top Section:
NOTE: The pre-defined problems you see here are the same ones users will see
when they submit their own cases from the web site
NOTE: Some Category, Type and Item selections will prompt you to add
additional information in the Description field on the General tab (see below)
General Tab:
• Select Requester Urgency: Low, Medium, High, Urgent (see guidelines below)
• Select Priority: Low, Medium, High, Urgent (see guidelines below)
• Select Case Type: Problem/Question; Request/Work Order;
Maintenance (use ? icon for description)
• Select Source: Email; In Person; Phone; Self; Web
• Optional: Attachment Can add up to 3 attachments (cannot be edited later)
NOTE: If Priority/Requester Urgency of case is High or Urgent, call and reach the
Activity Tab:
• Work Log - Enter additional or confidential data, or any work you completed on this
case
• Time Spent – Enter or select number of minutes
• NOTE: Can use Start Clock / Stop Clock to determine / update time spent
• Create Date – Modify only if case originated at a different day/time (up to 2 weeks
ago)
• Group – The Group to which a case will be assigned. (can be overridden by selecting
a group from the menu).
• If you only know the individual, but are not sure what group they are a
member of: 1) Select a Group, 2) Click on the View Group Members button
Top Section:
OPTION: To check which Support Group the case will be assigned to:
• Click the Check Assignment button
• NOTE: This appears after the CTI has been selected
• If not correct, check the Category, Type and Item you have chosen
• If you updated the Work Log, you will be prompted to update the Requester Status Log
– this is what the Requester will see via the Web interface and in email when the case is
resolved.
• You will be prompted with the information you entered in the Work Log
• You can choose to:
o COPY all the Work Log information to the Requester Status Log
o Edit the Work Log information BEFORE copying it to the Requester Status Log
o NOT copy anything to the Requester Status Log at this time
o Confidential Information and Support Group and Staff names should NOT be
included in the Requester Status Log
o If you don’t like what you entered in the Work Log, or would like to add to it and
make other changes in the case, you can Cancel and go back to the case
• You can update this field on the Requester Contact tab BEFORE saving the case if
you prefer
• You can also disable all email notifications for the life of the case, and prevent
viewing of the case by the user via the web interface by “Disabled” for Requester
Notifications
• Give the user the Help Desk Case number, displayed on the bottom left of the screen
a. Remedy determines what group should receive the case and fills in the Group+ field.
b. Remedy sets the Status of the case to “Assigned”.
c. Remedy notifies the Requester and notifies all the members of the Group+ who have
requested that they be notified (based on the Notification Method they have chosen).
“Submit as Resolved”
• Enter any action you have taken on this case in the Work Log
• NOTE: This field is only viewable by support staff
• Enter Time Spent or select number of minutes spent on this action
• NOTE: Can use Start Clock / Stop Clock to determine / update time
spent
• Create Date – Modify only if case originated at a different day/time (up to 2
weeks ago)
• Resolved Date – Modify only if case was Resolved on a different day/time
• If you updated the Work Log, you will be prompted to update the Requester Status
Log – this is what the Requester will see via the Web interface
• You will be prompted with the information you entered in the Work Log
• You can choose to:
COPY all the Work Log information to the Requester Status Log
Edit the Work Log information BEFORE copying it to the Requester
Status Log
NOT copy anything to the Requester Status Log at this time
Confidential Information and Support Group and Staff names should NOT
be included in the Requester Status Log
o You can update this field on the Requester Contact tab BEFORE saving the case
if you prefer
• If you choose to update the case without reassigning it to your Support Group:
• Modify appropriate fields, such as the Work Log, Time Spent, Status, etc.
• NOTE: An Email notification will be sent to the current Assignee
A Matching Help Desk Cases window will open above Modify Help Desk Case
window
• Select a case (single click)
• The selected case will display in the Modify Help Desk Case window below
• NOTE: Use the forward/backward Arrow buttons to scroll through the
user’s cases
If a case has a Status of “Work in Progress”, AND has not been modified for 14 calendar
days, it will be “Escalated”.
When a case is “Escalated”, the Escalated? field is changed to “YES”, and an email
notification is sent to the Assigned to Individual’s or Assigned to Group’s Manager (and to
the Assigned to Individual). The Escalated? field can be changed back to “NO” if the case
was escalated inappropriately (i.e., the case was being addressed, Remedy had not been
updated, etc.)
Reports
• Remedy has over 100 pre-defined reports available
• From the Remedy Support Console
• Click the Reporting Button
• Select Reporting Area
• Help Desk Cases
• Select Report
• Choose from menu
• Example: Open Cases
• Current Open Cases
• Destination
• Printer or File
• Under Basic Search Tab
• Can select Field, Qualifier, Value
• Can Save Search
• You will be prompted for Title and Subtitle
• Click OK
• Saved Searches are stored under Predefined Searches Tab
• To run report again:
• Select report from Predefined Searches Tab
• Preview Report or Print Report
Web Interface
Click File --> Open --> Select User Form and click Search
Enter your Remedy Login Name (Cal Poly Username) in the Login Name field and
Click the Search button.
NOTE: The only two fields you can modify are:
• Default Notify Mechanism
• Email Address
Click File --> Open --> Select SHR:People or Person Information Form
Click Search
Enter your Remedy Login Name (Cal Poly Username) in the Login Name field and
Click the Search button.