REMEDY SERVICE TICKET TRACKING SYSTEM

FEBRUARY 200 8
(Version 5.8)

Prepared by: THE CENTER F R INF RMATI N TECHN ! GY "#0$% &'() HE!P *r ITHE!PDESK+NIH+G V NATI NA! INSTITUTES F HEA!TH, DEPARTMENT F HEA!TH AND HUMAN SERVICES

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Tab6 e *7 C*32 e 3 2 5 INTRODUCTION .....................................................................................................................4 INSTALLING THE REMEDY CLIENT ..............................................................................4 LOGGING ON ...........................................................................................................................4 TICKET LIFE OVERVIEW ....................................................................................................6 For m S ..........................................................................................................................................7 SEARCHING OR UPDATING A CUSTOMER RECORD ..........................................9 ADDING A NEW CUSTOMER TO THE CUSTOMER DATABA SE ................... ALTERNATE LOCATION ................................................................................................... CREATING ! SERVICE T"#$ % & ....................................................................................... ' CHECKING ( % r ) " # % &"# $ % & ( !( ( " * + % , &o -o . ....................................................... 9 R% ! ( ( " * + I N G ! &"# $ % & ....................................................................................................../0 Ho& N% 1 ( ................................................................................................................................/0 LOOKING UP A KNO WLEDGE BASE ENTRY ........................................................./ WOR KING WITH STAFF ATTENDANCE ...................................................................// CLONING TICKETS ............................................................................................................./4 ADVANCED SEARCHING CUSTOMER OR SERVICE TICKETS ....................../2 PARENT3CHILD TICKETS ................................................................................................/4 MACRO S ................................................................................................................................../9 REPORTING ...........................................................................................................................' SHORTCUT KEYS ................................................................................................................'/ CHANGE HISTORY .............................................................................................................'4

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INTR DUCTI N The Action Requ e s t (AR) syst e m , bett e r known as Reme d y, is a c ient!s e r " e r bas e d #$% dat a b a s e syst e m host e d by &'T (or a o( )'*. 't is main y used by the )'* *e +d e s k and )'* 'nstitut e s !& e n t e r,s ('&s) -eskto +!) e tw o rk #u++or t sta(( to o. and track user 'n(orm a tio n Techno o. y ('T) requ e s t s (tickets ). #om e branc h e s o( &'T and som e '&s use Rem e d y to track other 'T re at e d ser"ice requ e s t s , but this tutoria (ocus e s main y on )'* *e +d e s k and -eskto +!) e t w ork #u++or t. There is a web c ient a"ai ab e (or acce s sin . Reme d y/ htt+/!!s u + + o r t . cit. nih. .o"!r e m e d y . This thin c ient works we (or 0ac Reme d y users and can a so be used to u+d a t e ! c os e ticket s when workin. in the (ie d, aw ay (rom your own 1&. The web bas e d thin c ient does not yet su++ ort a o( the (unction a ity o( the 1& bas e d Rem e d y c ient, but wi me e t mos t o( your day to day requir e m e n t s . '( you ha" e que s tion s re. ar din . the use o( Reme d y or oth er &'T ser"ice s , + ea s e cont a c t the )'* *e +d e s k at the +hon e num b e r or em ai addr e s s isted on the co"er o( this Tutoria . INSTA!!ING THE REMEDY C!IENT No& % : Discus s this proce d ur e with your Local IT Suppor t Tea m befor e continuin g. The proce d ur e will vary dep e n di n g on location. 2. -own oa d and +rint the Rem e d y & ient insta ation instruc tion s (rom htt+/!!s d +.cit.nih..o "!d o w n o a d s ! u ti ities. a s + . 2. -own oa d and run user. e 3 e (rom the a++ro + ri a t e directory (this wi "ary de+ e n di n . on your ocation, but is a"ai ab e at htt+/!!s d +.cit.nih..o "!d o w n o a d s ! u ti ities. a s + ). ! GGING N

4ach '& has sta(( desi.n a t e d to requ e s t Reme d y accou n t s . Ask your ma n a . e r (or your requ e s t e r . 5our Rem e d y 6ser )am e and 1assw or d shou d be your )'* netw ork o.in and +as s w or d by de(au t. '( you do not use your )'* netw ork o.in to auth e n tic a t e , you shou d ha" e a te m + o r a r y +as sw or d and o.in '-. To chan . e it, o.in and choos e the %aunch 1ad (rom the main too bar on any (orm (&'T &usto m e r -ata b a s e or &'T #er"ice Ticket) and se ect 7&han . e 0y 1assword.8 No& % : You can hav e your accou n t chang e d to use your NI net w or ! "#D$ login cred e n tials if it does n%t alread y. &ontact the NI elpd e s ! and sub mi t a re'u e s t .

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2. & ick on the AR Sy 5 2 e - U5 er icon on the deskto +. :hen ent er your user na m e and +as sw or d and c ick K . -o not 1re(er e n c e #er"er or Authe n tic a tio n (ie ds. 5our usern a m e wi ike y be your A- Authe n tic a tio n in(orm a tio n ()etwork

+ro m + t e d , (i in the and +as s w or d o.in).

No& % : If you are using (e m e d y from a &itri) Serv er* you will hav e to clic! on A## o . + & ( * U( % r s and specify a folder for your om e folder. &hec! with you local supp ort staff for details and settin g s .

2. A(ter o..in. on (or the (irst time, c ick T**6 5 , me n u and set the (o owin. o+tions;

p2/ * 3 5 (rom the to+

6nder the Ge3 e r a 6 tab, choos e 7#a" e :indows :orks+ a c e 8 in the 7<n 43it8 section. This will bring up the last form you had open whe n you last e)it e d (e m e d y * ev er y tim e you login. '( you want to 0a3imi=e the window on start u +, check Ma8/- / 9 e :/3d * ; and Ma8/ - / 9 e Re- e d y U5 er . 6nder the Ad. a 3 0 e d tab, ent e r 7r3.nih..o"8 in the Re+ort s #er" er (ie d. The T&1 and R1& (ie ds rem ain b ank. A so check DBC U5 e U3d e r 5 0 * r e 5 + 6nder the Be< a . / * r 5 tab, choos e 7>ee+ 1re"ious ?ie d Va ues8 in the 7<n #earch8 section. This (eat ur e is us e(u i( you use the #earch o+tion o(ten and by +res sin . ?3 in a %ist window, it wi return you to the #earch window, kee+in . a o( your ori.ina searc h (ie d "a ue s . A so check 7#how mos t rece n t (irst8 (or the -iary ?ie d. 6nder the Rep *r 2 5 tab, set both o+tions in the 70isc. -e(au ts8 section to 71a. e8. This resu ts in much bett e r ookin. re+ort s.

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5ou ha" e the o+tion to modi(y in(orm a tio n abou t your us er o.in within the ticketin. syst e m . ?rom any (orm, se ect the %aunch 1ad and 70odi(y 0y 6ser 'n(o.8 No& % : You only hav e to set thes e +ptions once on each ,& you use the (e m e d y sys t e m on.

No& % 5 If you are logg e d into (e m e d y anoth er co m p u t e r or (e m e d y abnor m ally stop p e d wor!ing* you ma y get an error after you log in and try to open a for m. You hav e the option of waiting - hours for it to rese t* or you can call the elpd e s ! and re'u e s t it be rese t by the (e m e d y #dministrat ors. TICKET !IFE VERVIE:

@e(ore .oin. into det ai s o( the syst e m , we nee d to co"er the i(e o( a ty+ica Action Requ e s t (Ticket) within Reme d y. Requ e s t s are initiat e d when a custo m e r or user requ e s t s a ser"ice. Thes e requ e s t s can arri"e "ia +hon e, em ai , web or in +ers o n. Re.ar d e s s o( what the requ e s t is, the (irst ste+ is a ways to o+e n the &'T &usto m e r -ata b a s e and "eri(y the custo m e r in(orm a tio n. '( the custo m e r has cont a c t e d you abou t an e3istin. ticket you can easi y searc h their ticket history. 'n "ery (ew cas e s a custo m e r record may ne e d to be crea t e d , which is co"er e d in the Addin. a &usto m e r to the &usto m e r -ata b a s e section.

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?rom this +oint a Ticket can be crea t e d , or u+d a t e d and then +o+u a t e d with "a idat e d custo m e r in(orm a tio n as we as in(orm a tio n abou t the +rob e m . 4mai noti(ication s wi be sent to mos t custo m e r s and the ticket Assi.ne e when their tickets are initia y cre a t e d and sa"e d . <nce a Ticket has bee n cre a t e d , it can be c ose d i( the +rob e m is 0* - p 6 e 2 e 6 y reso "e d or assi.n e d to anot h e r +ers o n or .rou+ (or reso ution. 'n som e cas e s a ticket may nee d to be rea s si. n e d mor e tha n once to com+ e t e y reso "e a +rob e m . Tickets can a so be 7c one d8 (rom anot h e r ticket when ne e d e d , which can sa" e time when o+e nin. mu ti+ e tickets (or the sa m e +rob e m or user. Tickets shou d norm a y ne" er be c ose d un es s the +rob e m is com+ e t e y reso " e d and that is "eri(ied with the custo m e r . An em ai noti(ication!s u r" e y wi be sent to mos t custo m e r s when their ticket s are c ose d. F RMS ?orms are used to searc h or "iew di((ere n t dat a sets within the Reme d y syst e m . The two main (orms Reme d y users wi uti i=e are the CIT S er ./ 0 e T/01 e 2 and CIT C=5 2 * - e r Da2 a b a 5 e (orms. 2. ?rom the main Rem e d y window, c ick the p e 3 butto n (a c i+bo ar d with a B ) ocat e d on the e(t side o( the too bar, or choos e F/6e, p e 3 .

No& % : The list of for m s will vary dep e n di n g on your rights in the (e m e d y syst e m .

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2. '( you ha" e (orms that you use mor e and mark the m as Fa. *r/ 2 e 5 , which tab and mak e the m easier to ocat e. se ect a rece n t y used (orm and a so the m to your Fa. *r/ 2 e 5 .

o(ten tha n oth er s , you can ri.ht c ick wi +ut the m und e r the Fa. *r/2 e 5 5ou can a so use the Re0 e 3 2 tab to ri.ht c ick on the (orms ther e to add

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SEARCHING AND UPDATING A CUST MER REC RD The &'T &usto m e r -ata b a s e is the startin . +oint when crea tin . mos t ticket s in Rem e d y. '( nece s s a r y, you can add, "eri(y or u+d a t e in(orm a tio n her e. @e sure to "eri(y the custo m e r,s +hon e nu mb e r , bui din., roo m num b e r and em ai addr e s s . The dat a b a s e is inked to )'* 4nter +ris e -irectory ()4-), so nor m a y, when )'* sta(( are add e d to, or u+d a t e d in, )4- their record in Rem e d y is u+d a t e d or crea t e d auto m a tic a y. An Admin <((icer (A<) ty+ica y hand e s thes e )4- additions , de etion s and u+d a t e s . 1 eas e kee+ in mind; i( a +ers o n is set to 'nacti"e in )4-, their Reme d y record wi beco m e inacti"e. '( ther e is a mis m a t c h betw e e n dat a in )4- and Rem e d y, the user wi recei" e an em ai noti(ication (e"er y 3D days at the mos t) directin. the m to u+d a t e )4- and cont a c t their A< i( nee d e d . 2. #e ect the &'T &usto m e r -ata b a s e (rom the A66 tab. 4ither doub eE c ick on the (orm na m e or hi.h i.ht it and c ick the S e a r 0 < butto n at the botto m o( the window. This wi brin. u+ a b ank searc h window.

2. 4nter the custo m e r,s ast na m e in the !a5 2 Na- e (ie d and the custo m e r,s (irst na m e in the FN (?irst )ame) (ie d. 1artia na m e entry is a ow ed, but this ma y retur n a ar.e nu mb e r o( custo m e r s . 3. 1ress E32 er or c ick the S e a r 0 < butto n. ?or mor e com m o n na m e s you may want to imit your searc h (urth er by ent e rin . dat a in oth er (ie ds such as r4 U3/2 or B=/6d/3 4 . 9. A ist o( custo m e r s ma tc hin . the ent e r e d criteria wi a++ e a r . The mat c h e s to your searc h wi show in the to+ ha ( o( the scre e n , with the curre n t y hi.h i.ht e d custo m e r record showin. on the botto m ha (. 'nacti"e custo m e r records are dis+ aye d in Red (se e be ow).

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No& % : If the select e d custo m e r has ope n tic!et s * the .N+T/: &usto m e r has open tic!e t s0 butto n will be display e d . &lic! the butto n to ope n a list of thes e ope n tic!et s . 5. '( the ist o( resu ts is too on. to re"iew, +res s F# or c ick the S e ar 0 < butto n (binocu ar s) to .o back to the &'T &usto m e r -ata b a s e #earc h window and ent e r addition a searc h criteria, such as r4 U3/2 (sa m e as '&) or B=/6d/ 3 4 to short e n the ist. 't is .ood +ractice to "eri(y the s+e in. o( (irst a3 d ast na m e s (i.e., >athy, >atherin e, &athy or &ath e y). 5ou can ask the custo m e r what their )4- '- is (it,s +rint e d on the botto m ed. e o( their '- card) or .o to )4-.nih..o" and att e m + t to ook the m u+. :ith that in(orm a tio n you can searc h bas e d on y on the )4- '- which is ocat e d on the Add/2/ * 3 a 6 I37*r- a 2 / * 3 tab o( this (orm. '( ther e is a )4- record (or the custo m e r , they shou d a++ e a r in the &'T &usto m e r -ata b a s e auto m a t ic a y. A. '( the custo m e r sti does not a++ e a r on the res u ts ist, +res s the F# key to return to the &'T &usto m e r -ata b a s e #earc h window to add the custo m e r (se e Addin. a )ew &usto m e r to the &usto m e r -ata b a s e ) . C. <nce you ha" e ocat e d the custo m e r,s record, u+d a t e any in(orm a tio n that you +ossib y can and c ick Sa . e .

2D

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ADDING A NE: CUST MER T

THE CUST MER DATABASE

'( the custo m e r you ha" e tried to inquire abou t is not (ound, you can add the m to the Reme d y &usto m e r dat a b a s e . This is unus u a , but can occur when contr a c t or s workin. o(( )'* &am+ u s , Vo unt e e r s , ?e ows or non )'* sta(( +ut in ser"ice requ e s t s . @e(ore cre a tin . a new custo m e r check both )'* 4nter +ris e -irector y ()4-) and the <ut ook G oba Addres s %ist (GA%) to see i( the custo m e r a re a d y e3ists. 5ou can a so searc h the custo m e r (orm (or the )4- '- o( the custo m e r . 2. ?rom the minimu m ?irst and (requir e d &'T &usto m e r -ata b a s e #earch window ent er at eas t the custo m e r in(orm a tio n require d to crea t e a record. Thes e are/ %ast )am e, 1hon e nu mb e r , '& (<r. 6nit) and 4mai addr e s s to sa"e any ticket in Reme d y).

'( you do not ha" e a o( require d in(orm a tio n (i.e., The custo m e r has sent in a requ e s t "ia a nonE )'* em ai ), ent e r a H > H in that require d (ie d. '( ther e is no "a id em ai addr e s s (or a custo m e r or 1<&, ent e r 7 +o + % 8. '( anot h e r custo m e r has the sa m e (irst and ast na m e , you wi nee d to inc ud e a midd e na m e or initia to cre a t e a uniqu e record. '( you cann o t .et that in(orm a tio n, you can ent e r a 8 > H i( nec e s s a r y. 5ou shou d note in the %o. o( the subs e q u e n t #er"ice Ticket that you were una b e to "eri(y custo m e r,s in(orm a tio n. There are addition a Tabs on the &usto m e r ?orm. The Add/2/ * 3 a 6 I37*r - a 2 / * 3 tab cont ain s (ie ds you can u+d a t e to e3+ a n d on the in(orm a tio n ca+t ur e d (or a custo m e r . The Ro es tab cont ain s a ist o( s+ecia assi.n m e n t s that are assi.n e d to indi"idu a s ('4 V'1, 'T 1ro and -4A# are +o+u ar ro es). 2. & ick on the Crea 2 e C=5 2 * - e r butto n ocat e d at the to+ o( the (orm. A!TERNATE ! CATI N A tern a t e %ocation +ro"id e s a met h o d o( de(inin. and sa"in. mu ti+ e work ocations (or any custo m e r in the Reme d y &usto m e r -ata b a s e . To add an A tern a t e %ocation; 2. <+en an e3istin. custo m e r record and c ick on the A62er 3 a 2 e !*0a 2/ * 3 5 tab, not the A62er 3 a 2 e !*0a 2/ * 3 butto n.

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2. & ick the Ne ; !*0a 2/ * 3 butto n and se ect a !*0a 2/ * 3 Typ e . 3. ?i in a the (ie ds, se ect a !*0a 2/ * 3 Typ e , De 5 1 2 * p and add any +ertin e n t Add/2/ * 3 a 6 !*0a 2/ * 3 I37*r- a 2 / * 3 . 9. & ick Sa . e !*0a 2/ * 3 and +res s F? to re(res h the +a. e. The new A tern a t e %ocation wi a++ e a r in the window. To de et e a ocation that is no on. er "a id, hi.h i.ht it and c ick the De6 e 2 e !*0a 2/ * 3 butto n. '( you o+en a custo m e r record that a re a d y has an a ter n a t e wi .et a +o+u + simi ar to the (o owin.; ocation, you

5ou can c os e that +o+u +. )ote that the A tern a t e %ocation butto n is hi.h i.ht e d red on the custo m e r record, as shown be ow;

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CREATING A SERVICE TICKET @e(ore cre a tin . a ticket, be sure ther e is not a re a d y an o+en ticket (or the +rob e m in que s tion. ?rom a custo m e r record you can c ick the @= er/ e 5 tab and the n use the De7/ 3 e d S e a r 0 < e 5 +u E down to the ri.ht to se ect C=5 2 * - e r T/01 e 2 5 . Re"iew the custo m e r,s o+e n and rece n t ticket s to "a idat e that this is a new requ e s t . '( ther e is an e3istin. o+en ticket abou t the curre n t +rob e m, doub e c ick it and u+d a t e any in(orm a tio n +ro"id e d by the custo m e r and reo+ e n it i( nee d e d by chan .in . the ticket stat u s . )ote that *e +d e s k sta(( can not reo+ e n tickets . 2. <nce you ha" e a "a id custo m e r record o+en and ha" e con(irm e d that their ocation in(orm a tio n is correc t, c ick the De7 a = 6 2 or A62er 3 a 2 e !*0a 2/ * 3 butto n ocat e d near the to+ cent e r o( the scre e n . This wi cre a t e a ticket (or the custo m e r with the ocation o( choice and o+e n the #er"ice Ticket (orm.

No& % ( : The top half of the scree n show s the custo m e r infor m a tio n* copied over from the &IT &usto m e r Databa s e for m. If you chan g e any of this infor m a tio n* it will only be retain e d in the current Service Tic!et and +o & in the original &usto m e r record. To updat e custo m e r infor m a tio n* clic! the &usto m e r (ecord butto n on the top right and updat e the infor m a tion ther e and in the tic!e t you 1ust creat e d . The tic!et depict e d abov e was creat e d using an #lternat e Location. You can identify this beca u s e the 2uilding and (oo m tags are highlight e d blue . If by the tim e you get a tic!et* the location of the custo m e r has 23

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chang e d * you can clic! the A6& Lo# butto n to select a differ e n t one or you can clic! P.66 C.( & D!& ! to select their default location. You can also clic! the P. ( 7 &o POC butto n if you want the current custo m e r listed as the ,+& and choos e a differ e n t custo m e r by ent ering their C.( & o m % r ID and clic!ing the P.66 C.( & D!& ! butto n. You can get the &usto m e r ID in the &usto m e r Databa s e . 2. The ser"ice ticket wi be crea t e d with in(orm a tio n (rom the custo m e r record and a uniqu e Ticket '- num b e r wi be auto m a t ic a y assi.n e d (#TIIIIIII). The #er"ice Ticket (orm is se+ a r a t e d into thre e section s/ J2K &usto m e r in(orm a tio n at the to+, J2K ,roble m in(orm a tio n in the cent e r and J3K Tabs at the botto m . 3. 4nter the +rob e m into the Pr*b6 e - (ie d (228 char a c t e r s ma3i m u m ) . As ther e are a imite d nu mb e r o( char a c t e r s that can be dis+ aye d , mak e this entry as concis e and direct as +ossib e. This is the (ie d that mos t custo m e r s wi see as the descri+tion o( their +rob e m when they recei" e em ai noti(ication o( the ticket,s cre a tion.
I+# or r % # & : .&usto m e r called to say that the y are having a proble m with

+utloo! and can%t see their archiv e folder or contact s any m o r e .0 Corr % # & : .+utloo! folder proble m .0 No& % : 3se the spell chec! butto n " ABC 8 $ whe n you fill in the ,roble m * Log or (esolution fields. 9. 4nter the work you +er(or m on this ticket into the !*4 (ie d. 5ou shou d a so us e this (ie d to e3+ a n d the +rob e m descri+tion. Record a66 a"e n u e s ! s t e + s you tried when assistin . the custo m e r to a"oid du+ ication o( e((ort ater. The %o. (ie d o( a ticket shou d read ike a book. '( det ai s are e(t out, the story is inco m+ e t e and inaccur a t e . 4"en i( the ste+ s you att e m + t e d did not reso "e the +rob e m, they shou d be record e d in the %o.. No& % : ,asswor ds or other sensitiv e infor m a tio n m . ( & +o & be ent er e d into any (e m e d y Service tic!et. If you m us t* pass along sensitiv e infor m a tion in person or by phon e . No& % : If the proble m and resolution are straightfor w ar d* you do not ne e d to ent er anyt hin g into the Log field. Sim ply ent er the proble m and resolution infor m a tio n and it will be auto m a tically sav e d in the Log after you sav e the tic!e t.

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5. The S* =r 0 e (ie d is he +(u in trackin. how custo m e r s cont a c t you. 4ach Rem e d y user can ha" e a 7de(a u t8 sourc e which you can set yours e (. :ith a (orm o+en, c ick 7%aunc h 1ad8 and 70odi(y 0y Rem e d y 6ser 'n(o8 and set the #ource that is mos t com m o n (or your tickets . '( you take ca s re.u ar y, you may wish to use 71hon e8; how e" e r i( you are a -eskto + #u++or t technicia n, you may wish to choos e 7:a k 'n8 as your de(au t sourc e. 5ou wi sti be ab e to chan . e the S*=r 0 e to what e " e r is a++ ica b e (or a +articu ar ticket. A. &hoos e the Ca2 e 4 * r y (the S= b ) 0a2 egory wi usu a y auto m a tic a y (i in), S er./ 0 e , and De 5 1 2 * p <# (or the +rob e m. Veri(yin. the -eskto + <# is "ery im+ort a n t bec a u s e the ticket s are assi.n e d to di((ere n t tech nician s bas e d on 0ac, 6ni3 or :indow s desi.n a tio n s . C. &hoos e a Pr/*r/2 y (or the +rob e m , it wi be b ank by de(a u t; N*r- a6: The stan d a r d +riority use d (or mos t ticket s. H/4<: The issue in"o "es, or has the +ote n ti a to in"o "e, a ar.e num b e r o( users . The issue in"o "e s a V'1 endE us er; and the issu e in"o "e d work sto++ a . e , but ther e is a +ote n ti a work aroun d. Cr/2/0 a6: The issu e in"o "es a com+ e t e work sto+ + a . e and the issue has imme di a t e time critica ity throu . h ost +roduc ti"ity, +ot e n ti a (isca oss, +ot e n ti a s i++a . e o( a critica mission mi es t o n e , or simi ar rea s o n s . !*;: -enot e s a work requ e s t that does not requir e a +articu ar time(r a m e or ur.e n c y. No& % : The ,riorities abov e are defin e d in the NI elpd e s ! Service Level #gre e m e n t "SL#$ and ma y vary at oth er NI wor! locations. 8. #et the S2a 2 = 5 (ie d a++ro +ria t e y ('t wi de(au t to 7 A5 5/ 4 3 e d 8). F. '( you nee d to assi.n this +rob e m to som e o n e e se, c ick the Assi.n m e n t tab, and se ect (rom the A5 5/ 4 3 e e me n u, or c ick the Me butto n i( you are c osin. or assi.nin. this ticket to yours e (. 2D. 5ou can set a S e . e r / 2 y (or the +rob e m, but it de(au ts to N*3 e . Thes e and other (ie ds may tri.. e r esc a a tion work( ow de+ e n di n . on your .rou+,s Reme d y con(i.ur a tio n. Thes e are custo mi= e d (or eac h '&. &heck with your su+ e r"is or (or det ai s. No& % : If the custo m e r has other ope n tic!et s * besid e s the one you hav e open and sav e d* a butto n stating .&usto m e r as +pen Tic!ets0 will

25

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

app e ar below the Sev erity field. You can clic! this to pull up all of the custo m e r%s open tic!e t s and 'uic!ly identify possible duplicat e tic!et s . If you identify duplicat e tic!et s * notify the 4uality (evie w tea m "se e instructions below$. 22. '( you wou d ike to 7 Pa 4 e 8, 7 Re 5 e 3 d 8 or .et 7 CC8 noti(ication s (or a ticket, c ick the N*2/7/0 a 2 / * 3 5 tab, and se ect (rom the (o owin.; Pa 4 e : #e ect this o+tion to send a +a. e to the Assi.n e e . '( the Assi.n e e has a +a. e r, em ai addr e s s de(ine d in their us er record, a noti(ication wi be sent to this addr e s s . '( the Assi.n e e does not ha" e a +a. e r em ai addr e s s de(ine d in the user record, an error wi be dis+ aye d . 'n this cas e use the o+tion Res e n d describ e d be ow. This (ie d is c ear e d a(ter the noti(ication is sent.
Re 5 e 3 d : #e ect this o+tion to res e n d a noti(ication to the Assi.ne e .

'( the Assi.ne e has an em ai de(ine d in the us er record, a noti(ication wi be sent to this addr e s s . This (ie d is c ear e d a(ter the noti(ication is sent.
CC " 3 e 2/ - e % : 6se this (ie d to send a 7one time8 noti(ication to a user or

distribution ist. The dro+ down me n u a ows the user to se ect a user or .rou+ (rom the Assi.n e e 0enu. The (ie d a so acce + t s (ree te3t; ther e(or e any em ai addr e s s can be ent e r e d her e. This (ie d is c ear e d o"erni.h t. '( mu ti+ e addr e s s e s are requir e d, they mus t be ent er e d ma n u a y and be se+ a r a t e d by se mico on s.
CC "Per - a 3 e 3 2 % : 6se this (ie d to send a noti(ication to a user or

distribution ist e"ery time the ticket is sa" e d . The dro+ down me n u a ows the user to se ect a user or .rou+ (rom the Assi.n e e 0enu. The (ie d a so acce + t s (ree te3t; ther e(or e any em ai addr e s s can be ent er e d her e. '( mu ti+ e addr e s s e s are requir e d, they mus t be ent er e d ma n u a y and be se+ a r a t e d by se mico ons . 22. '( you are reso "in. this +rob e m yours e (, ent e r the reso ution in the Re5 * 6 = 2 / * 3 (ie d. This is the (ie d that custo m e r s wi see as the so ution to their +rob e m when they recei" e an em ai noti(ication that their ticket has bee n c ose d. 4nterin. 7-one8 in the Reso ution (ie d is usu a y (rown e d u+on. The in(orm a tio n here can be a re(er e n c e (or (uture inquiries and shou d cont ain +ertin e n t det ai s. &han. e the S2a 2 = 5 (ie d to 7 C6*5 e d 8. 5ou can c ick the 7 C8 butto n which wi assi.n the curre n t ticket to you and c ose it. <nce a o( the ticket s+eci(ics ha" e bee n ent er e d and "eri(ied, c ick the Sa. e butto n.

23.

2A

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

No& % : #ll of the abov e fields can be ent er e d in any order. You can also re5 S! ) % a tic!et if you add infor m a tio n or nee d to ma! e chang e s . '( you ha" e a *e +d e s k re at e d $ua ity issu e to re+ort, & ick the @=a6/2 y Re./ e ; butto n and a se+ ar a t e (orm wi o+en. The $ua ity Re"iew (orm is a too that can be used to ( a. ser"ice ticket s which may cont ain qua ity +rob e m s . The mos t +ro min e n t (eat ur e a ows us ers to ( a. ticket s (or/ &orrection, 4sca ation or $ua ity ?eed b a c k.

T/01 e 2 C*rre 0 2 / * 3 o #er"ice ticket s that cont ain errors or de(ect s which requir e correc tion wi be esc a a t e d back to the )'* *e +d e s k (or re+roc e s si n . . T/01 e 2 E50a6 a 2 / * 3 o #er"ice ticket s that cont ain errors or de(ect s which are o( critica nat ur e wi be esc a a t e d back to the )'* *e +d e s k (or ree" a u a tio n by a ma n a . e r . @=a6/2 y Fe e d b a 0 1 o #er"ice ticket s that cont ain errors, de(ect s or oth er de(iciencie s can be re+ort e d to the $ua ity Tea m (or ticket qua ity ass e s s m e n t , but ;/66 3*2 be esc a a t e d or assi.n e d to the *e +d e s k. o The ticket wi be re"iew e d u+on ticket c osur e to a ow (or com+ e t e ticket re"iew! a n a ysis.

PUB!IC C*- - e 3 2 5 are requir e d (or a Ticket &orrection s and Ticket 4sca ation s . To (aci itat e the re+roc e s sin . o( the ser"ice ticket, det ai ed and s+eci(ic in(orm a tio n is requ e s t e d and shou d inc ud e 7why8 the ticket is bein. sent to the )'* *e +d e s k. &omm e n t s ent e r e d in this (ie d wi be inc ud e d in the o. o( the ser"ice ticket . Pr/. a 2 e C*- - e 3 2 5 are (or discre e t com m u nic a tio n which ma y not be a++ro +ria t e to inc ud e in the o. o( the ser"ice ticket. &omm e n t s ent e r e d in

2C

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

this section wi be re"iew e d by the $ua ity Tea m and!or shar e d with *e +d e s k ma n a . e m e n t accordin . y.

Various qua ity +rob e m s and mu ti+ e incide n t s can occur within a sin. e ser"ice ticket. The $ua ity Tea m re"iew s, an a y= e s and ass e s s e s the "arious qua ity incide n t s . To (aci itat e the +roce s sin . o( the qua ity +rob e m bein. re+ort e d , it is hi.h y reco m m e n d e d that the sub mit t e r +ro"ide their qua ity ass e s s m e n t . 43a m+ e 2/ Ticket incorr ec t y assi.n e d to an '& wher e curre n t custo m e r in(orm a tio n was not +ro+ er y .at h e r e d +rior to ticket assi.n m e n t .

43a m+ e 2/ An '& tech nicia n ( a.s a ser"ice ticket which did not cont ain su((icient in(orm a tio n, ca+t urin. custo m e r,s tech nic a +rob e m s .

28

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

CHECKING SERVICE TICKETS ASSIGNED T

Y U

This (eatur e wi mos t o(ten be use d by -eskto + #u++ort or Tier 2 +ers o n n e a(ter ticket s ha" e be e n cre a t e d by the *e + -esk and a++ro +ria t e y assi.n e d . To searc h (or tickets curre n t y assi.n e d to you or your .rou+; 2. ?rom the CIT C=5 2 * - e r Da2 a b a 5 e (orm or the S er ./ 0 e T/01 e 2 (orm, c ick on the @= er/ e 5 tab and se ect 70y <+en Tickets8 (or your Grou+,s na m e ) in the De7/ 3 e d S e ar 0 < e 5 (ie d. The de(ine d querie s wi "ary (rom .rou+ to .rou+. 2. A ist o( a o+en ticket s curre n t y assi.n e d to you, or your .rou +, wi be dis+ aye d . 5ou may doub eE c ick on any o( the s e ticket s to ca u+ the #er"ice Ticket (orm with that ticket,s in(orm a tio n. No& % : The list display e d in the search windo w is only for that mo m e n t in tim e. In order to !e e p the listing up to dat e* clic! 0Define d Search e s0 and pic! the appropriat e search again. #uto (efres h will not wor! for Define d Search e d . To assi.n a ticket (rom a 7.rou+8 to yours e (, hi.h i.ht the ticket and c ick the Me butto n ((ar ri.ht). To assi.n a 7.rou +8 ticket to som e o n e e se, doub eE c ick on the ticket and choos e the correc t Assi.ne e und e r the A5 5/ 4 3 e e tab. <nce you sa"e a ticket and the Assi.ne e has chan . e d , Rem e d y auto m a t ic a y sets the #tat u s to A5 5/ 4 3 e d . 3. <nce you ha" e a ticket assi.n e d to you, c ick the A013 * ; 6 e d 4 e butto n and c ick Sa . e . This te s the Rem e d y that you ha" e acknow e d . e d recei"in. the ticket. 2F

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

No& % : #s! your sup er vis or if your group uses this feat ur e* you ma y not hav e to #c!no wl e d g e tic!e t s . #ee the Ad"anc e d #earc h e s section ater in this tutoria (or more det ai on searc h e s . REASSIGNING A TICKET <nce your work is (inishe d on a ticket, you wi ne e d to eith er c os e it (as describ e d abo" e), or reE assi.n it to som e o n e e se. 2. '( you nee d to assi.n a ticket to som e o n e e se, c ick the A5 5/ 4 3 - e 3 2 tab, and c ick the A5 5/ 4 3 e e me n u. 2. 5ou shou d "eri(y and u+d a t e the Ca2 e 4 * r y , S= b) Ca2, Pr/*r/2 y and S e . e r / 2 y (ie ds. Thes e can en a b e esca a tion +roc e d u r e s (or di((ere n t .rou+ s and mus t be accur a t e . 3. <nce a o( the ticket s+eci(ics ha" e bee n ent er e d , c ick the Sa . e butto n.

9. IMP RTANTA '( you recei"e the (o owin. mes s a . e when you c ick Sa . e , you ne e d to take a (ew e3tr a ste + s be(ore you rea y sa" e the ticket.

Anoth e r Rem e d y user has u+d a t e d and sa"e d the ticket be(or e you tried to sa"e it. '( you c ick Sa . e at this +oint, an im+ort a n t u+d a t e cou d be o"er writte n with the in(orm a tio n you Lust ent er e d . The bes t o+tion at this +oint is to c ick N* and co+y any in(orm a tio n you had ent e r e d into the %o. or Reso ution (ie d to the :indows c i+ boar d. Then c ose the ticket with out sa"in. it. Reo+ e n the ticket and re"iew the entry that had bee n ma d e by the oth er Rem e d y user. 5ou ha" e the o+tion to +as t e the in(orm a tio n (rom the c i+ board into the ticket and mak e any nec e s s a r y modi(ications and sa" e it. H T NE:S

2D

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

The *ot )ews (eat ur e in the Rem e d y ser"ice ticket trackin. syst e m is desi.n e d to a ert the e3t e n d e d )'* 'T com m u ni t y (inc udin. 'T sta(( in oth er <1-'V# and the <((ice o( the #ecre t a r y) o( tech nic a +rob e m s or issu e s at )'* that cou d a((ect their work. A *ot )ews shou d be cre a t e d (or any e"e n t that wi ha" e a ne. a ti" e im+act on end users. The audie nc e can be both technic a +ers o n n e and end us ers. A *ot )ews shou d be desi.n e d to e3+ ain what the +rob e m is, how it s+eci(ica y a++ ies to "arious +ers o n n e , and when reso ution can be e3+ e c t e d ; who or what actu a y caus e d the e"e n t is not re e" a n t to the re+ortin. o( a *ot )ews. 't is not a (oru m to ass e s s b am e to any +articu ar +arty. A se+ a r a t e *ot )ews 6sers Guide is a"ai ab e (or down o a d at htt+/!!tr ainin ..cit.nih.. o" i( you searc h and o+e n the Rem e d y #er"ice Ticket Trackin. #yst e m . ! KING UP A KN :!EDGE BASE ENTRY

2. ?rom the &'T &usto m e r -ata b a s e or &'T #er"ice Ticket (orm c ick the p e 3 KB ink. This wi o+e n your de(au t web brows er to the &'T >now ed. e @ase (>@) htt+/!!dcs .cit.nih.. o"!kbw e b ! w w 2M m ai nMq u e r y. a s + . 2. '( +ro m + t e d to, o. in to the know ed . e bas e and us e 7)'*N8 + us your dom ai n o.in and +as s w or d. This wi auth e n tic a t e you to the web ser" er and you wi not ha" e to o.in a. ain as on. as you do not c os e your brows e r. 3. Ty+e what you are searc hin . (or into the into the searc h window on the main &'T >@ web +a. e and +res s E32 er , or c ick G* . A ist o( ma tc hin . >@ record s wi be dis+ aye d . 9. & ick on a record to re"iew it and use the brows er s back butto n to retur n to the ist. 5. & ick on the >@ *ome butto n to retur n to the >@ (orm and start a new query i( nee d e d .

22

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

: RKING :ITH STAFF ATTENDANCE )ot a '&s use #ta(( Attend a n c e in Reme d y, so check with your su+ er"isor be(ore you be.in. The #ta(( Attend a n c e (eatur e o( Reme d y is a hand y too to +re" e n t ticket s bein. assi.n e d to tech nician s when they are not in the o((ice or una" ai a b e 2. To set the stat u s o( a sta(( me m b e r ; & ick the S2a7 7 tab. 5ou wi see a de(au t ist bas e d on who is o.. e d in. To se ect a di((ere n t .rou+, c ick the 7#e ect Anoth er Grou+8 butto n, or; & ick !a=3 0 < Pad (rom the to+ me n u and se ect S2a7 7 A22 e 3 d a 3 0 e and se ect a di((ere n t .rou+.

2. -oub e c ick a sta(( me m b e r (rom the dis+ aye d ist.

22

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

3. 'n the A22 e 3 d a 3 0 e (ie d, you can se ect a sta n d a r d mes s a . e chos e n (rom the dro+E down ist, or ent er a custo mi= e d me s s a . e by ty+in. in the Attend a n c e (ie d. No& % : This te)t will be display e d if a tic!e t is assign e d to the individual. 9. The Autom a tic 7'n8 Res e t butto n shou d be set to 758 (yes), so that the Attend a n c e (ie d in(orm a tio n wi be auto m a tic a y res e t to 7'n8 the (o owin. day, un es s you ha" e set "aca tio n dat e s . 5. To set a &om+r e s s e d :ork :eek (&::) day, c ick the &:: day (rom the +u down me n u. A. To set an A tern a ti" e :ork #che d u e (A:#) day, c ick the mos t rece n t A:# dat e. The syst e m wi ca cu at e (rom that. C. To set #che d u e d %ea"e, se ect a be.innin . and endin. dat e (or the +eriod you wi be awa y (se e the +o+u + &a end a r that a++ e a r s in (i.ure abo" e) and be(or e actu a y ea"in., set the Attend a n c e to Annua %ea" e. 8. To setu + a @acku+ desi.n a t e , c ick the down arrow ne3t to @acku+ and brows e to the Grou+ that your backu + is in and se ect the m. Rem e d y wi dis+ ay a noti(ication me s s a . e i( a ticket is assi.n e d to the indi"idu a whi e they are away, in(ormin. the ticket crea t or abou t the att e n d a n c e issue and wi auto m a t ic a y reas si. n the ticket to the @acku+.

23

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

F. '( ther e is no @acku+ desi.n a t e d , Reme d y wi dis+ ay a noti(ication mes s a . e statin. that the assi.n e e is 7<ut8 and a ow the ticket crea t or to eith er kee+ that assi.n e e , or se ect anot h e r . No& % : If you design a t e a bac!u p that has you listed as their bac! u p* you will receiv e a warning notice. C! NING TICKETS & onin. tickets in Reme d y can sa" e time, e((ort and auto m a t e s re+ e titi"e tasks o( simi ar natur e . 'n the e3a m + e be ow, we us e a situa tion wher e ' know ' ha" e 5 new 1&s to insta in a trainin. roo m. 'n this e3a m + e , ' ha" e cre a t e d the (irst ticket in my own na m e , bec a u s e ther e are no custo m e r s associa t e d with the trainin. roo m. ' ha" e assi.n e d the ca to mys e ( and sa" e d it. 2. To & one an e3istin. ticket, with the ticket o+en and sa" e d, c ick the C6*3 e T/01 e 2 butto n. 2. A window a++ e a r s +ro"idin. the o+tions o( what sections o( a ticket you want to c one.

29

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

3. '( you se ect A -ata, a o( the other (ie ds wi be se ect e d auto m a tic a y. '( you des e ec t A -ata, a o( the oth er (ie ds wi be des e ec t e d auto m a t ic a y. 9. 'n the Require d .rou+ you mus t se ect eith er C=5 2 * - e r I37*r- a 2 / * 3 and!or Pr*b6 e - BC a 2 e 4 * r y + The rea s o nin . is, i( you are n,t c onin. one o( thes e two (ie ds, why c one the ticketO '( you do not c one the custo m e r in(orm a tio n, you wi ha" e to ent er a (irst and ast na m e in c one d ticket and Lust +res s 4nter. 't wi auto +o+u a t e . 5. The <+tion a .rou + cont ain s A5 5/ 4 3 e e , !*4 and Re 5 * 6 = 2 / * 3 . -e+e n din . on your indi"idu a situa tio n, the (ie ds you choos e to 7c one8 wi "ary. 'n the e3a m + e ' am usin., i( the 1&s were (or 5 indi"idu a s, ' wou d not want to c one the C=5 2 * - e r I37*r- a 2 / * 3 , as it wou d be di((ere n t (or eac h ticket. A. <nce you ha" e check e d the a++ro +ria t e o+tions, c ick K . At this +oint a new ticket has not be e n cre a t e d , c ick Ca30 e 6 i( you wish abort c onin. the ticket. C. 6+dat e any (ie ds that may "ary on eac h ticket . 'n this cas e, ' want to easi y identi(y the 5 1&s as ' insta the m, so ' wi modi(y the Pr*b6 e (ie d to indicat e 1& P 2 o( 5.

8. @e(ore you can actu a y c one the ticket, any require d (ie ds that you did not se ect to c one mus t be (i ed in. F. To cre a t e mu ti+ e c one d ticket s (or di((ere n t custo m e r s / & ick the Add butto n and crea t e addition a c one s with mu ti+ e custo m e r s without c osin. the (orm. *it ent e r a(ter eac h addition a (irst and ast na m e you add. <nce you ha" e add e d a o( the custo m e r s you want to cre a t e ticket s (or, c ick on the M=62/p6 e T/01 e 2 5 tab and c ick the Crea 2 e C6*3 e 5 butto n. 5ou can a so modi(y the mu ti+ e users on this tab. 2D. ?or a sin. e ticket c one, c ick the C6*3 e butto n to cre a t e the c one ticket. A new ticket window wi o+en, dis+ ayin. the new ticket in(orm a tio n and it wi be auto m a tic a y sa" e d . An entry wi be add e d to the %o. statin . that 7This ticket was c one d (rom #TIIIIII8, the ori.ina ticket nu mb e r . R SERVICE TICKETS

ADVANCED SEARCHING C CUST MER 25

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

#earchin . the dat a b a s e s in Rem e d y can be .re a t y sim+ i(ied and auto m a t e d , es+ e ci a y in cas e s when you use one or mor e searc h criteria on a dai y basis. I-p *r2 a 3 2 N*2 e : 5ou are searc hin . the i"e +roduc tion syst e m when you query Rem e d y in this ma n n e r . '( you are doin. a "a.u e searc h ike y to retur n ma n y records , such as a o+en ticket s, you wi im+act the +er(or m a n c e o( the Reme d y #er"er. 5ou wi de.r a d e +er(or m a n c e (or a Rem e d y users. '( you want to +u dat a (or Re+ortin ., ta k to your #u+er"isor abou t .ettin. a++ro +ria t e ri.hts to the Re+orts #er"er. 5ou may searc h on "arious (ie ds on the #er"ice Ticket. @y (i in. in "arious (ie ds, and c ickin. the S e a r 0 < butto n, you can cre a t e your own querie s. ?or thes e ty+ e s o( query istin.s ther e are two o+tions (or re(res hin . the dat a; Ma3 = a 6 Re7r e 5 < / & ick V/e ; , Re7r e 5 < S e ar 0 < , or +res s F? and the istin. wi u+d a t e with the ate s t ticket in(orm a tio n. 5ou ma y a so +res s F# to retur n to the #earc h window and u+d a t e your searc h. <+en the dat a b a s e you want to searc h (ty+ica y &'T #er"ice Tickets) as +re"iou s y describ e d ; 2. ?rom the searc h (orm, (i in the "arious (ie ds you want to searc h on with the desire d "a ue s. 6se as ma n y (ie ds as +ossib e to bett e r de(ine the searc h. ?or e3a m + e , i( usin. the Ticket (orm, one may want to us e a #tat u s o( 7Assi.n e d 8 or 7& ose d8 to searc h (or on y thos e tickets . '( usin. the &'T &usto m e r -ata b a s e (orm, one ma y want to ook on y at Acti"e custo m e r s in a +articu ar +art o( an or.a ni=a tion (%on.M<r.). <nce the searc h criteria ha" e bee n ent er e d c ick the S e a r 0 < butto n. This wi dis+ ay a istin. o( a o( the record s (i( any) that me e t the criteria se ect e d . To imit or incre a s e the ma3i m u m nu mb e r o( record s that can be return e d , c ick T**6 5 , p2/* 3 5 , Be< a . / * r 5 and modi(y the ma3i m u m nu mb e r o( record s . '( you kee+ your scre e n on the sa m e searc h (orm a o( the time, you can set an 7auto8 re(res h to re(res h at re.u ar inter" a s. & ick View, AutoE Re(res h to set your +re(err e d time +ara m e t e r s . No & % : 6eep in mind the escalation sche m e at your location and select a refres h tim e 6% ( ( than what migh t trigg er an escalation.

2A

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

2. ?or mor e so+histica t e d querie s, you can use the Ad"anc e d #earch @ar. #e ect V/e ; , Ad. a 3 0 e d S e a r 0 < Bar . 3. 5ou can ty+e in your searc h criteria ma n u a y or us e the reco m m e n d e d met h o d ; & ick the (ie ds on the (orm, use the o+er a t o r butto n s and se ect "a ue s when a"ai ab e (rom the F/e6d 5 ( yE out me n u. 't is im+ort a n t to reca that you are usin. @oo ea n o.ic when bui din. you query. Thus, your query mus t be struct ur e d in a o.ica y me a nin .(u ma n n e r . )otice the query be ow. :e are ookin. (or any ticket s (or a cert ain assi.n e e that mi.ht ha" e a #tat u s o( 7Assi.n e d 8 and 71endin .8/

The +rob e m with this query beco m e s ob"ious when you c ick S e a r 0 < . A mes s a . e +o+s u+ that ther e are no record s matc hin . thes e criteria, which is true. Any .i"en ticket can on y ha" e one 7#tat u s 8 at a .i"en +oint in time, so searc hin . (or a #tatu s o( 7Assi.n e d 8 and 71endin .8 at the sa m e time wi retur n nothin .. %o.ica y that is im+os sib e. The correc t synt a 3 o( this query is usin. an 7<R8 o+er a t o r and add brack e t s aroun d it/

No& % : In (e m e d y * clic! elp* &ont e n t s and Inde) and typ e in .#dvanc e d Search0 to revie w other e)a m p l e s and conv e n tio n s for #dvanc e d Searchin g using 2oolean logic. 9. #a"e your #earch (or (uture use by c ickin. A02/* 3 5 and Sa. e S e a r 0 < . @e sure to ent er a na m e that wi easi y identi(y the searc h. & ick K to sa" e the searc h. No& % : # search can be a co m bin a tion of infor m a tio n ent er e d into the #dvanc e d Search bar and value s ent er e d into the body of the form. 5. 5ou can acce s s your sa" e d searc h e s by c ickin. A02/* 3 5 , My S e ar 0 < e 5 (rom the a++ro + ri a t e b ank (orm. No& % 5 #om e sa m + e ad" a n c e d searc h e s are +ro"ide d be ow;

Q&rea t eE dat e Q R S T - AT4T :ou d yie d t oday,s tickets .

2C

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

Q&rea t eE dat e Q R S T-AT4T E 8A9D D :ou d yie d t oday,s and yest e r d a y s ticket s . The num b e r 8A9D D is the nu mb e r o( secon d s in a day. '( you want e d to .o back two days, doub e the nu mb e r . PARENTBCHI!D TICKETS The 1are n t!&hi d +roce s s was desi.n e d to +ro"id e me a n s o( ass ocia tin . de+ e n d e n t tickets (or the sa m e custo m e r . 't a ows a re m e d y user, to cre a t e addition a re at e d ticket s (or tasks that are requir e d in order to com+ e t e the ori.ina ticket (or a s+eci(ic custo m e r . 2. To cre a t e a &hi d ticket (rom an e3istin. ticket, c ick on the Re6a 2 e d T/01 e 2 5 tab.

No& % : The D. 96" # ! & % T"#$ % & butto n is a 'uic! way to rem o v e a seco n d tic!et that has be e n creat e d for one issu e. 7ith the dup e tic!et open* clic! the D. 96" # ! & % T"#$ % & butto n and ent er the tic!et nu m b e r of the original tic!et and clic! D. 96"# ! & % . The tic!et will be mar! e d as a duplicat e and clos e d. 2. & ick the Crea 2 e C</6d T/01 e 2 butto n. A +o+u + noti(ication wi a++ e a r and warn that a &hi d ticket has bee n cre a t e d and the 1aren t can not be c os e d unti the &hi d ticket (s) is c ose d. & ick K . 3. The &hi d ticket wi be dis+ aye d . A o( the +re"iou s y +o+u a t e d (ie ds are b ank, e3ce + tin . the custo m e r in(orm a tio n. A red etter D CE wi a++ e a r ne3t to the ticket num b e r . %ikewis e a red etter D P E wi a++ e a r ne3t to the ticket nu mb e r on the 1are n t ticket.

&hi d Ticket

1are n t Ticket

9. ?rom this +oint, the &hi d ticket can be u+d a t e d and assi.n e d as ne e d e d .

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Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

5. :ith the 1are n t ticket o+en, you can c ick 2< e Re6a 2 e d T/01 e 2 5 tab and see the &hi d ticket associa t e d with this 1aren t ticket. -oub e c ick a &hi d ticket or c ick the D/5 p 6 a y C</6d T/01 e 2 5 butto n. A. To dis+ ay the 1are n t ticket (rom the Re at e d Tickets tab on the &hi d ticket, you can c ick on the D/5 p6 a y Par e 3 2 T/01 e 2 butto n. -oub e c ick a 1are n t ticket or c ick the D/5 p 6 a y Par e 3 2 T/01 e 2 butto n. No& % : You #!+ +o & clos e the ,arent tic!e t until all of the &hild tic!et s are clos e d. MACR S Rem e d y macro s work the sa m e as macro s within 0# <((ice with one distinction; the (irst action o( any Reme d y macro has to be o+e nin. a dat a b a s e . This imits what custo m actions you can ha" e a 0acro +er(or m. <ne com m o n us e is to sim+ i(y com m o n runnin. searc h e s ike the one Lust cre a t e d . To &reat e and #a"e 0acro; 2. '( you don,t see the 0acro bar, (rom a b ank Reme d y window c ick V/e ; , Ma0r * Bar . 2. #e ect T**6 5 , Re0 *r d Ma0r* or & ick the Re0 *r d Ma0r* butto n (a red circ e). 3. & ick p e 3 and o+e n the S er./ 0 e T/01 e 2 dat a b a s e .

9. #e ect (rom to+ me n u, c ick A02/* 3 5 , My S e ar 0 < e 5 and se ect one o( your sa" e d searc h e s . No& % : You can also man u ally ent er the search criteria if you don%t hav e a sav e d search for your 'uer y. 5. :hen the searc h resu ts are dis+ aye d , #e ect Sa . e Ma0r* (the .re e n squ a r e ) and ent er a Ma0r * Na- e + 1o+u at e the He6p Te82 i( desire d. @e sure to use a macro na m e that easi y describ e s what the macro does . A. & ick Sa . e .

2F

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

5ou can now e3ec u t e the searc h with the 0acro +u E down me n u. To de et e a 0acro or #a"e d #earc h (rom me n u s ; 2. & ick T**6 5 , Ma3 a 4 e , Ma0r * 5 (or My S e ar 0 < e 5 ) and hi.h i.ht the a++ro +ria t e me n u item. 2. & ick De6 e 2 e .

3D

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

To ren a m e or add he + te3t to a macro; 2. 4nter the new na m e in the Ne ; Na- e (ie d or ent er he + te3t in the He6p Te82 (ie d. 2. & ick M*d/7 y + 5ou can not edit the actions a macro +er(or m s . 5ou wou d ha" e to de et e and recr e a t e the macro with the action s you want it to +er(or m. T"9 : Due to a glitch in the sys t e m * ev e n if you set an #uto5 (efres h inter val in your 8acro* it will not be sav e d . It can be ma n u ally chang e d if desired. Do the following: 2. & ose Rem e d y and brows e to &/N-ocu m e n t s and #ettin. s N U 6 s e r'- R NA++ ica tion -ataNAR #yst e m N*<04NAR&mds 2. <+en the .AR$ (i e (or your 0acro, usin. )ote+ a d . 3. &han . e the "a ue o( the ?ormE entryE ist "ariab e (rom =ero to how ma n y minut e s you want in betw e e n re(res h e s . 9. #a"e the (i e and test the 0acro in Reme d y. REP RTING ?or stan d a r d re+ort s (or each '& use the web site/ <22 p :BB 5 = p p * r 2 + 0 / 2 + 3 / < + 4 * . B r e p * r 2 5 B F IC G, wher e '& is the na m e o( your s+eci(ic '&. :hi e the Rem e d y #er"ice Ticket Trackin. syst e m does ha" e re+ortin . ca+ a bi ities, it is reco m m e n d e d that it not be us ed bec a u s e it searc h e s the i"e dat a b a s e . Any ar.e searc h e s or re+ort s wi resu t in +er(or m a n c e +rob e m s (or Rem e d y users acros s )'*. A se+ a r a t e co+y o( the i"e Reme d y dat a b a s e is in + ace Lust (or re+ortin .. 't is curre n t y u+d a t e d o"er ni.ht, so it cont ain s a the dat a (rom the +re"iou s day. &'T o((ers a c ass and +ro"id e s trainin. mat e ri a on the bes t use s o( the Re+orts dat a b a s e at htt+/!!tr ainin ..cit.nih.. o"! . Ty+e 7Rem e d y8 into the &ours e #earch bo3 and c ick #ub mit.

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Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

SH RTCUT KEYS Rem e d y a ows you to us e keybo a r d shortcu t s to +er(or m ma n y action s. This is a so a"ai ab e in Re- e d y He6p (searc h (or 7shortc u t 8). >eybo a r d #hortcu t s in ?orm :indow s C*- - a 3 d : &o+y a cont e n t s o( a (ie ds onto the c i+bo a r d Typ e: &tr VA &tr V& &tr VA t V &tr V&tr V4 &tr V* &tr V' &tr V< &tr VT &tr V1 &tr V? &tr V6 &tr V?9 &tr V: &tr VI &tr V5 &tr VW 4sc ?2 #hi(t V? 2

&o+y the se ection onto the c i+bo a r d -is+ ay the se ect e d requ e s t -e et e a requ e s t (ad minis tr a t o r s on y) & ear a entrie s in the (orm,s (ie ds

View the stat u s history (or the requ e s t <+en the Run 0acro dia o. bo3 (rom wher e you can run a macro <+en the <+en dia o. bo3 to o+e n (orms, .uide s , and a++ ication s &o+y a (ie d in(orm a tio n in the curre n t (orm to a new requ e s t whi e in #earch or 0odi(y mod e <+en the 1rint dia o. bo3 wher e you can +rint the curre n t window <+en the ?ind ?orms dia o. bo3 ?i the (ie ds o( the (orm with de(au t in(orm a tio n & ose the curre n t window & ose a window s

&ut the se ection, and co+y it to the c i+bo ar d #a"e the curre n t requ e s t , and .o to the ne3t requ e s t in the res u ts ist Re"ers e (undo) the ast action in a char a c t e r or diary (ie d & ose a dia o. bo3 withou t sa"in. chan . e s -is+ ay cont e 3 tE sensiti"e he + -is+ ay :hat,s This he +

32

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

#witch the -etai s +an e to )ew mod e #witch the -etai s +an e to #earch mod e Re(res h the searc h #witch (ocus betw e e n the Resu ts and the -etai s +an e

?2 ?3 ?5 ?A

1ast e the cont e n t s (rom the c i+bo ar d to the curre n t ocation #hi(t V'ns e r t #e ect the +re"ious requ e s t in the res u ts ist #e ect the ne3t requ e s t in the resu ts ist 'n )ew or 0odi(y mod e , sa"e chan . e s to the requ e s t ; 'n #earc h mod e , +er(or m a searc h )a"i.at e throu . h (orms <+en a te3t editor or diary editor (or a te3t (ie d or diary (ie d, or o+en a ca en d a r or time contro (or a dat e or time (ie d <+en the me n u in a me n u (ie d &tr V1 a . e 6+ &tr V1 a . e -own &tr V4n t e r &tr VTa b #hi(t VA t V ? C

A tV

or A tV

43ecut e an acti"e ink in a mu ti+ eE ine (ie d (usu a y used on #hi(t V A t V ?5 mac hin e s without a mous e ) Go to the be.innin. o( the curre n t (ie d Go to the end o( the curre n t (ie d Go to the (irst (ie d on a (orm Go to the ast (ie d on a (orm >eybo ar d #hortc u t s in the Re+ort :indow C*- - a 3 d : <+en the Run 0acro dia o. bo3 wher e you can se ect and run a macro <+en the 1rint dia o. bo3 wher e you can +rint the re+ort <+en the #a"e Re+ort #ty e As dia o. bo3 wher e you can sa"e the re+ort de(inition to (i e -e et e the curre n t y se ect e d re+ort sty e <+en cont e 3 tE sensiti"e he + <+en cont e 3 tE sensiti"e he + Typ e: &tr V' &tr V1 A tV# -e et e ?2 #hi(t V? 2 &tr V*o m e &tr V4n d #hi(t V&tr V * o m e #hi(t V&tr V 4 n d

33

Re - e d y Ser ./ 0 e T/01 e 2 Tra01/ 3 4 Sy 5 2 e -

& ose the re+ort window +en the 1ro+er ti e s dia o. bo3 (or the se ect e d re+ort CHANGE HIST RY
R4V'#'<) 5.D 5.2 5.2 5.3 5.9 5.9 5.5 5.5 5.5 5.5 5.5 5.A 5.C 5.C 5.8 -4#&R'1T'<) &om+ ete rewrite and (ormat standardi=ed Added 1arent &hi d section. Added A ternate %ocation section and &han.e *istory. ?ormattin. and Grammar corrections. 'ncor+orated chan.es when tickets are reassi.ned, u+dated Remedy & ient insta ation (or "ersion A.D3 and u+dated A ternate %ocation 6+dated & one Tickets to inc ude the Add (eature. 6+dated %o..in. in to inc ude the 7#how most recent (irst8 o+tion. 6+dated Remedy standard settin.s on +a.e 9. 6+dated & onin. to correct c onin. (or 0u ti+ e customers &orrected sam+ e search in Ad"anced #earches 0odi(ied &ustomer -@ and &reate Ticket to match new requirement (or "a id emai address or 7none. Added $ua ity Re"iew (unctiona ity. 6+dated &reatin. #er"ice Ticket to inc ude 7&ustomer has o+en tickets button. 6+dated a web inks in the document, due to new &'T web site. &orrected (ormattin. inconsistencies throu.hout document. Added sam+ e Ad"anced #earches. Added new $ua ity Re"iew ?orm detai s.

&tr V?9 4nter

-AT4 #e+t 25, 2DD5 )o" 2D, 2DD5 -ec 29, 2DD5 Xu y 2C, 2DDA Au. 22, 2DDA Au. 28, 2DDA <ct. D2, 2DDA <ct. 3D 2DDA )o". F 2DDA Xan 22 2DDC Xune D8 2DDC Au. D2 2DDC Au. D3 2DDC Au. 22 2DDC ?eb 28, 2DD8

0A-4 @5 X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey X @os ey X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey X. @os ey

39