GT Service Request Remedy Application. Technician Manual

Transcription

1 GT Service Request Remedy Application Technician Manual Georgia Institute of Technology Office of Information Technology By Alex Agle April 23 rd, 2002 Version 4.5.2

2 Table of Contents Scope of This Document... 3 Purpose of the GT Service Request Application... 4 Service Request Process State Diagram and Workflow... 5 Your Role in the Service Request Application... 7 Forms... 8 GT Control Panel Form GT Service Requests Form GT Staff Information Form GT SR Roles Form GT SR Survey Results Form GT SR Form Getting Help Common Procedures for Technicians / Call Center Staff Handling Unassigned Requests Handling Unprocessed Managing Your Requests Creating a Request Handling Higher Priority Requests Business Rules Rules for GT Control Panel Rules for GT Service Request Rules for GT Staff Information Rules for GT SR Roles Rules for GT SR Survey Results Rules for GT SR Contact Information Cover art by Don Gaddis 2

3 Scope of This Document This document covers the purpose and use of the GT Service Request application. The document does not cover the basics of using the Remedy Action Request System. To learn more about the basics, visit the website and obtain the document titled An Introduction to the AR System. Only technician functions of the application will be covered in this document. Supplements to this manual can be obtained for call center directors, managers, survey response maintainers, and problem solution maintainers. A current copy of this document as well as more detailed information about Remedy client installation, user manuals, and application specific manuals are located on the website. 3

4 Purpose of the GT Service Request Application The GT Service Request application serves as Georgia Tech s primary helpdesk tool. Many requests for assistance are received during the normal course of business. These requests must be managed efficiently so that a timely resolution can be reached between the customer and the service provider. The whole helpdesk process includes receiving or logging requests for assistance, categorizing requests, assigning requests to the proper service area, reaching a resolution that both service provider and customer agree is fair, measuring quality of service, and reporting on statistics gathered. The goal of the application s design is to fully support this process, while at the same time make it easier for the technician to utilize the tool in resolving requests. 4

5 Service Request Process State Diagram and Workflow Remedy is good for tracking things that have a beginning and an end to their existence. Service Requests fit this category nicely, because they have a beginning and end in their lifecycle. In this case, a service request s life begins once it is entered into the Action Request System, and ends once it reaches a terminal state. The most important field in any Remedy application is the Status field. The following graphic will give an overview of the general lifecycle of a service request. Bold items indicate various states within the application. Service Request is Logged via GT Control Panel Service Request Created with No Technician Service Request Created with Technician or in Special Service Area Incomplete Remainder of Information Entered Unassigned Request is Assigned to Technician Vendor Assigned Customer 10 Days Elapse Past Follow Up Date (if any) Critical Priority - Escalates Hourly High Priority - Escalates Daily Medium Priority - Escalates Every Two Days Low Priority - Escalates Every Three Days Cancelled Resolved Referred, Closed, and Cancelled are the three terminal states. Referred Closed Problem Must Be Solved by Outside Entity 10 Days Elapse or Customer Responds to Survey 5

6 From start to finish, the processing of a request goes through a general series of steps. These steps are also known as workflow, and the Remedy Action Request System is good at helping to ensure that technicians follow the proper workflow. This graphic explains the general workflow of a service request. Request is Received or Logged into Service Request Application Request is Triaged to Categorize and Place it in an Appropriate Service Area Members of Service Area Handle Assignment of Request Among Members No Technician Works on Request (Assigned Status) Yes Correct Service Area? Technician Receives Notice of Request Assignment Vendor Assistance Needed? Yes Consult Vendor. Put Request in Vendor Status. Vendor Provides Help No Customer Information Needed? Yes Consult Customer. Put Request in Customer Status. Customer Provides Information No Request Resolved? Yes Enter Resolution Details. Put Request in Resolved Status. Customer Completes Survey (if applicable) No Request Referred? Yes Indicate Outside Entity and place Request in Referred Status Request Changes to Closed Status after 10 Days or when Survey is Received No No Request Cancelled? Yes Indicate Cancellation Reason and place Request in Cancelled Status 6

7 Your Role in the Service Request Application Because the Service Request application is relatively large, there are several different types of people who use various areas of the application. Each person using the application is performing his or her role in making the problem resolution process efficient and successful. Again the goal of the Service Request application is to facilitate problem resolution between the customer and service provider. By performing your assigned roles, you will help to ensure the success of Georgia Tech. The types of users of the GT Service Request application are listed here. It is possible that one person may wear several hats. Call Center Director Responsible for maintaining Call Center information, such as adding or deleting departments, service areas, escalations, escalation paths, technicians, technician roles, vendors, outside entities, and Call Center contact information. Management Responsible for placing technicians in service areas which they manage, and marking technicians as unavailable if sick or unexpectedly out of the office. Problem Solution Maintainer Responsible for keeping the Problem Summary menu and associated solutions up to date. Survey Response Maintainer Responsible for manually entering any survey responses not automatically received and processed by the Service Request application ( responses). Technician Typical call center staff person who is in one or more service areas and is responsible for problem resolution. 7

8 Forms As mentioned in A Guide to Using Remedy, forms are the essence of the application and contain all of the data. When a technician opens a form, they are doing so in order to access the application and the data contained within it. Compared to other Remedy applications, the GT Service Request Application is quite extensive as far as the number of forms is concerned. However, only two of the 22 forms are directly accessible by Remedy users. The following is a list of forms and their purpose: GT Control Panel This is one of two forms that everyone can access in the list of forms. This form can be used to create a new request, to search for an existing request or requests, update one s availability to receive requests, update unassigned request notification preferences, and to review personal survey ratings. GT Service Request This is the second of two forms that everyone can access in the list of forms. It is the heart of the whole service request application and contains the actual service request information. Much of the remainder of this manual will cover the use of this form. GT Customer Information Contains a list of all students, faculty, and staff of Georgia Tech. When pressing return on a name field, such as Last Name, the persons information can be looked up. Usually this results in the remainder of the customer s information being automatically filled into the appropriate fields. GT SR Call Center This form is only seen by Call Center Directors and is accessed via the Call Center Director tab of the GT Control Panel. Contains call center specific information, such as the call center name, business hours, default department and service area, key staff, contact information, and default escalation times. This form also provides access to edit the vendors, outside entities, and triage addresses of a call center. GT SR Departments This form is only seen by the Call Center Directors and is accessed via the GT SR Call Center form. This form simply contains the names of departments and their associated call centers. Some call centers will decide not to have departments, in which case this form is never seen by the Call Center Director. GT SR DHCP Information Shows the DHCP information which the DHCP server has on file of a customer. This form is accessed by clicking the DHCP Information button of the GT Service Request form. Note that in order to use the DHCP Information button, a customer must have been looked up, and the current call center must be DHCP enabled. 8

9 GT SR Contains incoming and outgoing s sent and received via Remedy. When clicking the Modify Unprocessed button in the GT Control Panel form, a list of unprocessed (New) is shown. When clicking on the Problem tab on the GT Service Request form, associated with a request is shown. GT SR Escalations This form is only seen by the Call Center Directors. Contains time information used to calculate escalations. GT SR Notes Contains notes that are attached to requests. Notes are call center specific. Only technicians belonging to the same call center as the request and note will be able to view it. This allows requests to pass between call centers without compromising the security of the attached notes. GT SR Outside Entities This form is only seen by the Call Center Directors. Contains a list of Outside Entities that technicians can use when placing a request info Referred status. GT SR Problem Categories This form is only seen by the Problem Solution Administrator. Contains a list of categories used in the Category 1 and Category 2 menus on the GT Service Request application. GT SR Problems and Solutions This form is only seen by the Problem Solution Administrator. This form contains a list of problems and their solutions and related service area if any. This form is used to construct the Problem Summary menu on the GT Service Request form. Technicians may propose new entries for the Problem Summary menu by clicking Yes on the PS Candidate? field and marking the request as resolved. GT SR Roles This form can be accessed from the GT Control Panel form by going to the Technician tab and clicking the Modify My Notifications button. Technicians can edit their Unassigned Request Notification preferences on this form. Call Center Directors and Management can add and remove service area roles for technicians. This form helps construct the Technician menu on the GT Service Request form. GT SR Search Technician When clicking the Search button located just above the Technician field, this form is displayed to collect information. It simply asks for the name (first or last) of the technician that is being searched for, and to see whether or not there is an interest in seeing the roles that the technician is performing. GT SR Service Areas This form is seen by Call Center Directors and Management. It is used to construct the Service Area menu attached to the Service Area field. This form contains the name of the service area, any configuration information of the service area, the management escalation path 9

10 and the service area guidelines. The Call Center Director manages most of this information, however, Management may edit the Service Area Guidelines directly from the GT Control Panel form. GT SR Survey Responses This form is only accessible to the Survey Response Maintainer. Contains the raw responses to survey notifications sent out to customers. This form is only used by the Survey Response Maintainer if a survey is received via as opposed to the web. Surveys ed to Remedy require a little extra manual processing by the Survey Response Maintainer. GT SR Survey Results This form is accessible to all service request staff from the GT Control Panel form by going to the Technician tab and clicking on the Display Surveys button. This form joins information from the GT Service Request form and the GT SR Survey Responses form. Technicians may only view their own survey ratings. GT SR Triage Addresses This form is only accessible by Call Center Directors via the GT SR Call Centers form. Contains a list of addresses that customers may use to create a new request. Based on the destination address that the customer used to initiate the request, Remedy uses the information in this form to identify which call center the is intended, and in which service area to place the new request. GT SR Vendors This form is only accessible by the Call Center Directors via the GT SR Call Centers form. Contains a list of vendors that is used to construct the Vendor menu on the GT Service Request form. GT Staff Information This form is accessible by the GT Control Panel form by going to the Technician tab and clicking the Modify My Staff Record button. A technician is able to change his or her preferred name, or change their availability status. If a technician has a pager, they can enter their pager preferences here. A technician may also edit their own signatures. Call Center Directors can use this form to add and remove employees from their Call Center via the GT SR Call Center form. 10

11 GT Control Panel Form Unlike many other Remedy forms, the GT Control Panel does not store any information. Its sole purpose is to provide an interface between the user and the various forms in the Service Request application. As part of the new Remedy 4.x interface, fields are now grouped together by tabs. The use of tabs eliminates the need for scrolling. Be aware that a 4.x client is required in order to use this application. The following tabs are available on the GT Control Panel form for Technicians. Service Requests Tab Everything that is needed to search for existing requests, unprocessed s, and to create a new request is located on this tab. Along the left side of the tab underneath the word Actions, the will be four buttons. Modify Unprocessed button Allows the technician to check for any new unprocessed for their call center(s). The GT SR form is displayed after pressing this button. Modify Unassigned Requests button Allows the technician to list all unassigned requests for their call center(s). Modify My Open Requests button Allows the technician to quickly access their open requests. Modify High Priority Requests Allows the technician to quickly access all open requests where the Priority field is not set to Low. Also note that these requests will appear in red in the results list. 11

12 In the middle of the form, there are several fields. The first three fields (Prism ID, First Name, and Last Name) are used for both searching or creating requests. The remainder of the fields are used for quickly creating requests. Prism ID After entering the Campus Login or Prism ID of the customer, press return to look up the customer. If the customer s name appears in the First Name and Last Name fields, he or she has been found. Otherwise, leave the Prism ID field blank and enter their first and last name. First Name If a technician doesn t know the customer s Prism ID, they may want to search requests based on name. If creating a new request, the technician will need to enter the customer s first name if the Prism ID is unknown. The last name should be entered in the Last Name field. If the last name is already filled in, press return to look up the customer s Prism ID. Last Name Again, if the customer s Prism ID is unknown, enter the last name here. Press return to look them up. Display Customer s Requests button If there is either a Prism ID or a last name filled in, click this button to search for any matching requests. The remainder of the fields are used only when creating a new request. All of these fields are required in order to create a new request. The most common choices will be the default values of these fields. Call Center This field will automatically fill in with the technician s primary call center (as defined by the call center listed in the Call Center field of the technician s GT Staff Information record. If the menu is used, only the call centers that the technician belongs to will be selectable. Call Type What business process will be used to handle this request? The most common choice is Standard, and the exceptions are all of the other choices. Can click on the What s This? button and then click on the Call Type field to get more information about the other call types. Source How did the problem arrive into Remedy. and web are automatically selected by the system. When logging a request, was it due to a walkin or a phone call? 12

13 Priority With what urgency should this call be handled? The more people a problem affects, the higher the priority. 98% of the time the priority will be Low. Critical System/component down OR THREATENED, no alternative available, critical impact to business functions; immediate response needed. High System/component down OR THREATENED, alternative available, but no impact to business functions. Medium System/component degraded, workaround available, little to no impact to business functions. Low Routine requests. Customer Impact How does the problem impact the customer? Usually this is low unless the customer mentions that the request is urgent, or if it is obvious the problem is urgent to the customer. Create Service Request button When all of the fields are filled in, click this button to create the request. At this point, the actual GT Service Request form appears with the information filled in. The Request ID is also filled in and should be given to the customer. If the customer has a Prism ID, then the remainder of their customer information has been automatically filled in. Complete the remaining information, such as Department, Service Area, and Technician if known. The problem summary and details are also very important. For more details on completing the GT Service Request form, please see the next section of this manual. WARNING: When a request is created from the GT Control Panel, the underlying status is Incomplete. Unless the remainder of the request is filled in, the request is automatically cancelled overnight. There is also a Request ID field and a Display Request button. This field is solely used to search for a request based on already knowing the request number. 13

14 Technicians Tab Allows technicians and other users to change personal preferences within the application, such as their name, availability, signature, pager preferences, and unassigned request notifications. Technicians may also review their survey ratings. Directions for using this tab are already included on the tab itself. Instructions for using the related forms will be provided later in this manual. Note: Technicians are able to modify their unassigned request notifications. If all technicians choose not to receive new request notifications, and new requests are not automatically assigned to a delegator or via round robin, then it is possible for technicians to forget to check for new unassigned requests in their service areas A technician should only disable new request notifications for a service area if they are not responsible for assigning new requests, or a high volume of requests go through the service area. Other Tabs There are additional tabs available for the Call Center Director, Management, Problem Solution Maintainer, Survey Response Maintainer, and people who need access to predefined application reports. Instructions for these tabs will be located later this manual. 14

15 The following diagram provides a summary of the forms that a technician can directly access from the GT Control Panel form: Technician's Guide to Navigating Forms from Control Panel Via Service Requests Tab GT Control Panel Via Technicians Tab GT Service Request Search for Unassigned Requests Search for Your Open Requests Search for High Priority Requests Search for Customer's Request(s) Create New Service Request GT SR Search for Unprocessed GT Staff Information Modify Your Query/Full Name Modify Your Availability Modify Your Signature Modify Your Pager Preferences GT SR Survey Results Display Your Survey Ratings GT SR Roles Modify Your Notification Preferences Each of these forms is explained in detail in other sections of the manual. 15

16 GT Service Requests Form As previously mentioned, the GT Service Request form is the heart of the whole Service Request application. The form contains all of the information necessary to constitute a request for assistance. The main pieces of information are the customer(s), the type of request, the service area, information about the problem, and information about the resolution to the problem. The form also contains other features that are designed to make the problem solving process easier. All items on the GT Service Request form lay on top of the Request tab. The Request tab contains two sets of child tabs. The top set contains Customer and Technical Contact information, while the bottom set contains information about the type of request, problem, and resolution information. Also, notice that the Request ID of the current request will always be displayed at the top of the form. Top Tabs Since it is important to always have access to the customer information, the Customer tab is always displayed at the top of the form. The customer will at times have a technical specialist call or the call center in order to report a problem on their behalf, so the Technical Contact tab is useful in these cases. Customer Tab Contains the contact information of the customer. Pressing return on the Prism ID, First Name, Last Name, or Phone fields will look up the customer s information from the campus directory. Reset Customer Info button When pressing return on the Prism ID, First Name, Last Name, or Phone fields, Remedy is careful not to overwrite important existing contact information such as the preferred first name, address, phone numbers, and campus location. Should you want to overwrite the information stored in the campus directory, click the Reset Customer Info button. 16

17 Customer Details button Retrieves the GT Customer Information record that is stored within Remedy. The Prism ID must be entered for this button to work. DHCP Information button When a customer is found in the campus directory, and the designated call center is authorized to view DHCP information, the technician may retrieve the DHCP information associated with the customer by clicking this button. When doing so, the following screen is displayed: The HTA fields only display when viewing a customer living in an Eastnet facility (fraternity or sorority). After clicking the OK button, the IP address is copied to the GT Service Request form on the Computer Information tab. The Last Refreshed field tells when the information was last obtained from the DHCP Database. 17

18 Clicking the Refresh button will retrieve the latest information from the DHCP database. Technical Contact Tab Same as the Customer Tab. Keeps information available about the technical contact, if any. Keep Contact Updated? This field is usually set to No; however, if a Technical Contact is entered, be sure to answer Yes to this field if they should receive automated status s from Remedy. Examples of these notices include Waiting on Customer Info/Feedback and Request Resolved messages. Bottom Tabs These tabs include the Request Information tab, the Problem Information tab, the Problem tab, the Computer Information tab, the Resolution Information tab, and the Administrative Information tab. Each tab is explained in detail here. Request Information Tab This tab keeps track of the important information that determines how a request is handled. Information on this tab answers the following questions: What is the unique identifier of the request? What kind of request is it? What is the current status of the request? Is this an urgent request? Who created/modified the request and when was it created/last modified? Which area and technician is currently handling the request? Are there any private notes associated with this request? Can I get a history of events of this request? 18

19 Request ID This field contains a unique identifier that serves the same function as a tracking number. The Request ID is given to the customer so they can reference it when calling back about the request. Call Type The call type determines the type of request (i.e. how the request is handled). Most of the requests are known as Standard requests. Standard requests escalate periodically if the request remains in Assigned status for too long. Projects, Tasks, Policy Issues, and Suggestions do not escalate. Quick Requests and Events are usually entered into the system automatically via automated processes and simply store information for reporting purposes. Status Gives the current state of the request. Simply looking at the status field gives a quick indication of what is happening or has happened to the request. Incomplete, Unassigned, Assigned, Vendor, and Customer states show the request is currently open. Resolved requests are considered to be in limbo; they are considered closed by the technician; however, the customer may choose to reopen the request if it is not completed to their satisfaction. Referred, Closed, and Cancelled states are considered terminal states (i.e. requests that will never be active or open again). For more information on the status field, please look at the workflow diagram shown earlier in this manual. Priority The ranking of the urgency of the problem. Higher priorities will escalate quicker and potentially send out more pages to technicians who choose to receive pages on urgent problems. Again, higher priority problems should affect more people than lower priority problems. Critical System/component down OR THREATENED, no alternative available, critical impact to business functions; immediate response needed. High System/component down OR THREATENED, alternative available, but no impact to business functions. Medium System/component degraded, workaround available, little to no impact to business functions. Low Routine requests. Customer Impact This is the customer s input as to how urgent the problem is. A problem can impact a customer greatly, but still receive a low Priority, since it does not affect many people. Source How did the problem enter the Remedy system. Web and requests are automatically labeled as such. However, when 19

20 a technician logs a request, what prompted them to do so? Did they receive a phone call, voice mail, walkin customer? Date Submitted, Submitter, Submitter Name The date of request creation and the account that created the Remedy request are stored in these fields. The submitter can be a technician, or it can be a Remedy system account, such as armail or arwebuser. Modified Date, Last Modified By, Last Modified By Name The most recent date of request modification and the account that last modified the request are stored in these fields. Audit Trail Contains a history of the request. Events such as changes in Call Center, Department, Service Area, Technician, and Status are logged in this field. This field is maintained by the system and is available for viewing only. Call Center Because this application is intended to be for the use of all of Georgia Tech (not just OIT), this field keeps track of the call center handling the request. Department If a call center has departments, such as OIT, choose the department that the request belongs to. The usefulness of the department field is mainly for reporting purposes and to help shorten the service area menu. If the technician does not know the department, they should leave this field as well as the Service Area and Technician fields blank. Remedy will place the request in the default department and service area for the call center. Service Area The goal of selecting the appropriate service area is to properly categorize the request for those technicians who have the knowledge to handle the problem. Again, if the service area is not known, the field should be left blank. Technician The person who will be working on the problem is known as the technician. After picking a service area, it is not mandatory that a technician be selected. Technicians in the service area are responsible for handling the assignment of requests in their service areas. Remedy will send notices of unassigned requests to technicians who choose to receive them. Note that triage service areas do not have the ability to assign a technician to a request. Service areas which auto-assign to delegators will automatically fill in the technician field. Round Robin service areas will automatically pick a technician and will not allow the user to select a technician. Note: the technician entered into the service field must belong to that service area, or an error message is generated. 20

21 There are also four buttons on this tab that are explained here. Guidelines button After selecting a service area, click this button to see what types of requests belong in the selected service area. The button appears right above the service area field. If it is determined that the wrong service area was chosen, choose another one. Search button (located by Technician field) This button aids in selecting a technician. After clicking the search button, enter a technician s last name. After clicking ok, a list of technicians with matching last names is displayed in another window on the screen. After selecting a technician from the list, select from the list of their roles. If there is only one role, no roles list is displayed. The information is then automatically filled into the Call Center, Department, Service Area, and Technician fields. 21

22 Create Note button Click this button to attach a note to the request. The note will be viewable by all members of the call center currently indicated on the request. If the request switches to another call center, then no one will be able to view the note. Once a note has been created, the date and author are stamped on the note. It is not possible to edit the note later. Display Notes This button appears grey when there are no attached notes, but appears Red when there is one or more attached notes. In order to view the notes, the user must be in the call center currently indicated on the request. The user must also be associated with the call center that creates the note in order to view them. A diagram appears below to better explain the security. Technician clicks on Display Notes Button Is Technician in Call Center Currently Indicated on Request? No Access to All Notes Denied. Yes List of Notes Gathered by System Notes Belonging to Technician's Call Centers are Listed 22

23 Display Survey button This button displays after a survey has been received for the request. After clicking the button, the survey response is shown. Problem Information Tab Contains information about the problem, i.e. the reason for the request. If there is an associated request in another Remedy application, it is accessible via this tab. Problem Category 1 and Problem Category 2 These fields are only used when trying to select a problem summary by category. Choose a category in one or both fields, and then click on the Problem Summary menu to pick a problem. Both lists are the same, however, selecting a category in both fields will narrow down the resulting problem summary menu. Problem Menu by This field determines the behavior of the Problem Summary menu. The default is for this field to be hidden and set to Service Areas. When a category is not chosen from the Problem Category 1 or 2 fields, the Problem Summary menu will be created based on the current service area chosen for the request. If a 23

24 Problem Category is chosen, then this field appears and it is set to Categories. The option to select between categories and service areas is now available. Problem Summary A brief description of the problem. This field is limited to 128 characters. There is also a menu attached to this field that will provide intelligent lists of problem summaries based on the selected service area or by the chosen problem category. Problem Details This is where the details of the problem are stored. The field is large in order to allow easy viewing and editing of the problem. Related Request and Modify Related Request button If there is a related request in another Remedy application, it is accessible by clicking the Modify Related Request button, or by pressing return in the Related Request field. An example of the use of this field would be the OIT Software Distribution application which uses the GT Service Request application to monitor levels of activity. Vendor If a technician needs the assistance of a vendor in resolving the request, they must select the vendor when putting the request in vendor status. Each call center has its own list of vendors. If a vendor that is frequently used does not appear in the Vendor list, contact the Call Center Director. Unsupported? Normally this field is set to No, however, if a technician decides to help someone with a problem that the call center does not officially support, they should change this field to Yes. No survey will be sent out on the request after completion, and management will review which types of requests are officially unsupported but can be solved by current technicians. Note that a technician may also cancel a request due to it being unsupported. If a technician knows that a request is unsupported and they do not want to attempt to solve it, then this field should remain set to No, and the Cancellation Reason field should be set to Unsupported. 24

25 Problem Tab This tab lists and provides access to associated with the current request. New can be written to the customer, and sent from the customer to Remedy can be read via this tab. table The table lists the status, date was received or sent, and the subject of the . Double clicking on an entry in the table will retrieve the selected . The states are defined here: Unread The incoming has not yet been read. Read The incoming has been read Draft The outgoing has not yet been sent. Sent The outgoing has been sent. Write New to Customer Instead of replying to an , a technician can click this button to create a new . The is saved as a draft until it is sent out. Refresh List This button gives the most up to date list of all s associated with the request. Also, when a request is first opened, click this button or the table to refresh the list. The form is designed to behave much like a regular program. It may be used to forward received or sent , delete draft , and reply to existing . Although Remedy is not required to be used to correspond with customers regarding open requests, it does provide a better paper trail. For example, if a technician is unexpectedly out of the office one day and their coworker must tend to their requests, he or she will be able to get up to speed quickly on those open requests by reading the . 25

26 It is important that customers include the RQST number in the subject of the , otherwise a new request will be generated. Please note Remedy does not support attachments at this time. The form is explained in greater detail in the GT SR section of this manual. 26

27 Computer Information Tab Contains computer specific information that may or may not be necessary for a request. Platform, Computer Model, Network Card Information about the computer experiencing difficulty. Mainly used by Resnet for diagnosing problems. If needed, the customer usually fills these values out on the web. Under Warranty?, Under Contract?, Serial Number Information mainly for field service types of requests. A service area might be designated as a field services type of service area by the call center director. If this is the case, these three fields are required. Hostname, IP Address, Ping Host button Allows the technician to use a hostname to look up an IP address or vice versa. Once this information is filled in, use the ping diagnostic tool to see if a machine is on the network. 27

28 Resolution Information Tab Information about the ultimate resolution of a problem. Shows the problem resolution, the reason it may have been cancelled, or where it may have been referred. Resolution Details Contains the resolution and/or work-log of the request. The contents of this field are sent to the customer via upon completion of the request. Cancellation Reason If the request is cancelled, the reason is listed here. Having this field makes it easier to create reports on why requests are cancelled. Outside Entity, Outside Entity Address, and Outside Area If a request is referred to an outside entity, the contents of these fields will be filled in automatically after selecting from the Outside Entity menu. The Outside entity address is the address used to notify the outside entity of the referral. If the entity has no address or it makes no sense to send to them, make sure this field is blank before saving the referred request. Problem Solution Candidate? If a request occurs frequently and it is not listed in the Problem Summary menu, choose Yes here to propose adding it. This generates a request to the Problem Solution Maintainer who then can edit the problem and/or solution and approve it for use in the Problem Summary menu. Customer Follow Up Date Normally, when a request is placed in Customer status, the customer must get back with the technician within 10 calendar days (excluding holidays). However, sometimes this is not practical and the customer knows ahead of time that they need more than 10 days. In this case, choose the date to follow up with the customer here. On the follow up date, Remedy will send the technician a reminder and will start the 10 day clock at that time. 28

29 Administrative Information Tab The information located on this tab is automatically updated by the Remedy Action Request System. There is usually no need to look at the information on this tab, however, curiosity is often a good reason to take a peek. Nothing on this tab or any of its subtabs can be updated by anyone. This tab is broken down into two visible subtabs called Escalation Information and Statistical Information. Technician pager information and technician management chain information is also located in this area, however, it is hidden by default to reduce clutter. If desired, the view may be customized in order to reveal the hidden information. This is also the area where a lot of application state information is stored, such as whether or not the call center has departments, or what type of service area is currently selected, etc. Escalation Information Subtab Contains escalation notification list as well as dates of intended notification. When a request is a Standard Call Type and in Assigned status and past certain escalation dates, it escalates. When it escalates, it sends a notice to a defined list of people. With each escalation, the technician is always notified. With escalation 1, just the technician and escalation notifee 1 are notified. By escalation 4, all four notifees and the technician are notified. After escalation 4 is reached, a daily reminder is sent out to everyone. Escalation Notifee 1, 2, 3, and 4 Contains the Remedy/Prism ID of the intended notifee. Escalation Notifee 1, 2, 3, and 4 Name Contains the full name of the intended notifee. Escalation Date 1, 2, 3, and 4 The dates of intended notification. 29

30 Escalation Interval Used, Business Time Tag The labels of the Remedy records used to calculate the escalation dates. Escalation Number The current escalation level of the request. All requests start out with this field set to 0, and the goal is for a request to never escalate. No Contact or Closed Date When a request is changed to Customer or Resolved status, this field is set to a date which is 10 calendar days past the current date (excluding holidays). This allows technicians to see when a request will be closed or cancelled. Statistical Information Subtab Contains information useful to anyone trying to report on service request statistics. Technician, Vendor, and Customer Time The number of business hours spent in Assigned, Vendor, and Customer status respectively. Business Hours to Fix The number of business hours spent before the request is resolved. This depends on what the call center considers to be a business hour less all holidays. This number is a sum of technician, vendor, and customer time, plus unassigned/incomplete status time, plus any time spent in resolved status if the request has been reopened. Weekday, Month of Year, Day of Month, Hour of Day As the field names say, these are the values that were true as of the time of request creation. Number of Call Center Changes Everytime a request switches the hands of a call center, this number increases by one. When it reaches four, all of the call center directors receive a notice. This is to ensure that requests do not float around aimlessly in the system. 30

31 Web Source If the request was created via the web, which website was used? This helps identify where much of the website submissions are occurring. Survey Entered? This is set to yes if the survey has been entered. This also causes the display survey button to light up if the request is displayed after a survey has been received. 31

32 GT Staff Information Form This form was briefly mentioned in the GT Control Panel section of this manual. The GT Staff Information form contains all of the necessary information about each person involved with the GT Service Request application. Information includes the person s name, their availability, signature, pager information, and management chain (if applicable). The Call Center Director initially sets up each GT Staff Information record. If a second or third call center wants the same technician to be a member of their call center, a second or third call center will be added to the existing GT Staff Information record. A technician cannot be a member of more than three call centers. Staff Information Tab Contains a technician s Campus Login, spelling of their name, and call center memberships. Campus Login The account name that each Remedy user uses in order to log into Remedy. This information is set by the Call Center Director and cannot be changed. Query Name The last name followed by a comma followed by the first name of the person whose campus login appears in the record. This name is used in the technician menus. Full Name The first and last name of the person whose campus login appears in the record. The full name is used to fill in the Technician Name field and for use in documenting the technician in the Audit Trail field. 32

33 Call Center 1, 2, and 3 The list of call centers that the person is a member of. The application has been designed to allow multiple call centers to use the same technicians. Change Remedy Password button Retrieves technician s Remedy User record. The technician can then delete the old password and type in a new one. Save the User record and then log out and back in to Remedy. Availability Information Tab Used to specify whether or not a technician is available to handle requests. A date range can be specified to allow Remedy to automatically mark the technician as unavailable and available. A technician can also mark themselves as unavailable before they leave and then let Remedy know when they will become available again. Updates to the Availability field are made on the morning of the dates indicated. Available? Is the technician currently available to receive requests? Unavailability Date The future date that the technician will no longer be available. Availability Date The future date occurring after the unavailability date when the technician will become available again. 33

34 Signature Tab Contains the Signature field which is appended to s sent from the technician via Remedy. Pager Information Tab Contains pager information used when the technician is assigned to a higher priority request. Pager? If set to Yes, it indicates that the technician has a pager capable of receiving pages and they want Remedy to send pages to them. 34

35 Pager Address The address used to contact the pager. Pager Subject On some pagers that share addresses, such as a subject is required to indicate the specific recipient of the page. Paging Priority Level What priority does a request have to be in order for a page to be sent out. The default on this field is High, which indicates that High and Critical priority requests are sent to the pager. Note that if the technician specifies Low, then they will be paged on every request assigned to them. Management Information Tab If an employee works in a service area that has managers different than their on site managers, a Call Center Director can specify the technician s on site managers on this tab. This allows on site managers, in addition to regular escalation notifees to receive escalation notices at the appropriate levels. Supervisor, Manager, Director, VP Name The first and last name of the management person. Note that the management person must be located in the campus directory. If the person cannot be found, be sure to use fewer letters in their name. For example, instead of looking for Mike Wang-Chung, try searching for Mi Wang. Supervisor, Manager, Director, VP Address The address associated with the management person. 35

36 GT SR Roles Form Each instance of a technician or manager being associated with a service area is documented with an entry in this form. For example, if a technician is in 5 service areas, then they have separate 5 entries in this form. Each entry specifies the person, the service area, the role the person has in the service area, and whether or not that person should receive notifications about unassigned requests in that specific service area. Technician Tab Specifies the technician and whether or not the technician should receive unassigned request notices. Campus Login, Query Name, Full Name Identifying Information about the technician. This information is used to generate the Technician menu. Notify of Unassigned Requests? Should the technician receive a notice whenever a request arrives in the service area without a technician assigned to it? 36

37 Role Tab Contains the service area and the specific role that the technician performs in the service area. Call Center, Department, Service Area The area of the role. Role The function of the person in the area. Technician This is the standard role. The person performs the normal duties for the service area. Delegator (*) If the service area is configured to auto assign requests to this role, then the technician with this designation is assigned to all of the requests by default. Backup (Bkup) A secondary member of the service area who only should be assigned to requests in the event that there are no available technicians or delegators. Supervisor (Sup), Manager (Mgr), Director (Dir) People with these roles are in the escalation path of the service area. Under normal circumstances, these people should only be assigned to requests if there are no technicians, delegators, or backup technicians available. None There is no role for the person in this service area. This is usually chosen automatically by the system when a person is removed from a service area. None roles do not appear in the Technician menu. 37

38 GT SR Survey Results Form This form simply combines the GT SR Survey Response form with the GT Service Request form. Only the important fields from the GT Service Request form plus the survey rating and comments fields from the Survey Response form appear. It allows technicians to quickly become familiar with the service request, while at the same time viewing the survey rating and comments. Survey Response Area As previously mentioned, the survey response consists of a Survey Rating, the Survey Comments, and the date the survey was received. Remedy also puts the full name of the technician in this area for quick reference. Tabs Area The remainder of the form contains the various important parts of the GT Service Request being surveyed. The Customer Information, Request Information, and Problem Information can be viewed. 38

39 GT SR Form As mentioned earlier in this manual, each that Remedy receives regarding the GT Service Request application is stored in this form. The lifecycle of an is explained further in this section. Tab This is the area where the actual content is stored. From The address that the customer will see when is sent out, or the address of the customer when they send to Remedy. To The recipient of the . Usually a helpdesk address if Remedy received the , or the customer s address for being sent out. Cc For messages being sent out, who else should get a copy of the message? Date The date the is received by Remedy, the date the draft is created, or the date the draft was actually sent. Subject A brief synopsis of the . Used by users as a quick reference to a specific message. Big box (unlabeled) The body. 39

40 Reply button Allows the reader to reply to the current which is in Read status. Forward button Allows the reader to send a copy of the which is in Read or Sent status to a third party. Delete button Allows the author of a draft to delete it. Send button Allows the author of a draft to send it. Triage Information Tab When an has a status of New Request, Remedy does not know what to do with the , or it is being held for manual processing. In any case, all New Request requires human intervention. If it is decided that the should create a new request, select the Call Center, Department, and Service Area to create the request. Only in New Request status display this tab. Triage Call Center, Department, and Service Area The area in Remedy which will be used to create the request. Create New Request button Click this button to go ahead and create a new request from this . 40