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Remedy: Take the Cure -- Remedy E-mail Notifications |
Remedy E-mail Notifications - an Explanation of Each One
Help Desk Cases, Change Requests, and Change Tasks
Trouble tickets, identified by the prefix "HD" on the case number, are used to report and resolve problems with UNT Computer Systems and accounts. These are not the same as Change Requests, another Remedy "form" identified by a prefix of "CHG," which are used to request routine installations, upgrades, or other changes to UNT Computer Systems and accounts. The notifications sent out for Change Requests and their subordinate Change Tasks are different from those sent for Help Desk Cases, and are also documented below.
Trouble Tickets (Help Desk Cases)
New Case:
Subject: Trouble Ticket (Case) HD0000000017022 has been opened for you on the Remedy call tracking system.
A new case with Summary: "<whatever the support staff used to describe your problem>" and Classification: "Category | Type | Item" (whatever the support staff used to categorize your problem) has been opened for you. If you have information/questions, contact (group/person) <your distributed support group / member of that support group> at <phone number>.
This message indicates that a support staff member has created a new case for you in Remedy as a result of a telephone call, email, or other customer service transaction with or for you in which a problem was reported. It is a clear indication that someone is aware of your problem, and usually provides telephone point of contact information for the group assigned to your case.
Work in Progress: (currently deactivated)
Subject: Work on Case HD0000000017022 is now in progress.
Work is now in progress on your case HD0000000017022, Short Desc: <whatever the support staff used to describe your problem>. If you have any information or questions, contact (group/person) <your distributed support group / member of that support group and a phone number>.
This message indicates that a support staff member has picked up your case in Remedy and has changed its status to "Work in Progress."
THIS NOTIFICATION HAS BEEN DEACTIVATED NOW THAT A NEW CASE NOTIFICATION HAS BEEN ACTIVATED.
Pending:
Subject: Work has stopped on your Case HD0000000017022 Pending <reason - see list below>.
Contact (group/person) <your distributed support group / member of that support group and a phone number> with information/questions or edit case at http://arsweb.unt.edu/cgi-bin/expandhd.pl?case=HD0000000017022.
This message indicates that something is delaying the resolution of your case. Possible reasons (and explanations) for Pending are:
- Classroom Availability (we can't fix it while the classroom is in use)
- Classroom Support Services (this has to be taken care of by the Classroom Support Group, a division of Micro Maintenance)
- Micro Maintenance (we sent it to Micro Maintenance to fix, or are waiting on them to get here to fix it)
- Parts (we, a support contract rep, or Micro Maintenance need to obtain parts in order to install them)
- Requester Information (we asked you to try something, and have not heard back from you)
- Requester Availability (we cannot look at the problem until you are in your office and available)
- Software Availability (you asked us to install software that we do not have, or a newly released version that we do not have legally available yet)
- Staff Availability (either there are not enough of us to go around, or we have no one who is qualified to work on that problem until we hire a replacement)
- Testing (we are trying to recreate the problem you reported, or are testing a system before releasing it to you for use)
- Vendor Response (we have called the vendor about it and they have not given us a solution, or may not have responded yet, or they keep calling it a feature)
Also, cases that are Pending DO NOT ESCALATE, so you may want to keep an eye on them. Using ARWeb, you are able to manually escalate a case yourself by Modifying it and selecting "Yes" in the Escalated? field pull-down (at the bottom-left corner of the General tab). See the instructions for modifying Resolved cases to learn how to access the ARWeb site and modify a case. The field you will want to change looks like this:
and again, you simply select
"Yes" from the pull-down, then click on 
to
escalate your case. An escalation sends a notice to the
assigned support group and their manager that the case
has escalated. You may want to enter text in the Work
Log field to explain why you escalated the case.
Resolved:
Subject: Case HD0000000017022 has been
resolved.
Please open
http://arsweb.unt.edu/cgi-bin/expandhd.pl?case=HD0000000017022
on the web. Click on the "Modify" link, select
Close Case or Reopen Case in the Confirm Resolution
field, then Save Changes. Description: <whatever the
support staff used to describe your problem>
This message indicates that the assigned support staff believe that they have resolved your problem. The web URL allows you to connect directly to ARWeb and open the trouble ticket that you have been notified about. YOU DO NOT HAVE TO DO ANYTHING!! If you do not Close the case yourself, it will automatically close in 15 working days (three weeks) and generate a Customer Satisfaction Survey message.
See Modifying your Resolved Trouble Ticket (Case) using Remedy ARWeb for detailed instructions on how to respond to this message.
Closed: (currently deactivated)
Subject: Your Remedy Case HD0000000017022 has been closed.
Your Case, Short Desc: <whatever the support staff used to describe your problem>, has been closed. The closure code is Automatically Closed. Contact (group/person) <your distributed support group / member of that support group and a phone number> if this problem reoccurs in the future.
This message indicates that the 15-day automatic closure has taken place on a ticket of yours that was resolved three weeks ago. A closed ticket cannot be reopened, and if you still have the problem a new ticket will have to be opened for you.
THIS NOTIFICATION HAS BEEN DEACTIVATED NOW THAT SURVEY NOTIFICATIONS HAVE BEEN ACTIVATED.
Customer Satisfaction Survey:
Subject: Customer Satisfaction Survey for Closed HelpDesk Case (HD0000000017022)
Please open http://arsweb.unt.edu/cgi-bin/expandsvy.pl?case=HD0000000017022 on the web. Click on the "Modify" link, and fill out the Customer Satisfaction Survey.
This message provides a link to a short Customer Satisfaction Survey that was created for you when your ticket was Closed, either by you or the 15-day automatic closure process. The web URL allows you to connect directly to ARWeb and open the Survey.
See Completing a Customer Satisfaction Survey for a Closed Case Using Remedy ARWeb for detailed instructions on how to respond to this message.
About the Notifications
The text in these messages has been refined several times since we started deploying the system. The messages that shipped with the product were more cryptic and less helpful. They are still rather limited by the length of the text that we can include. These messages were changed again once ARWeb was deployed for direct customer access, and in some cases include a direct link that will take your web browser to the UNT Remedy web site, prompt you to log in, and then will go directly to your trouble ticket. In addition, they include support group telephone numbers whenever possible to facilitate your contacting them.
Change Requests
New Change: (not used for Change requests)
There is no notification for a New Change in the Change Request module. Since a Change can be requested or scheduled well in advance of the time it is to be performed, the first notification to the customer will be the Work in Progress message.
Work in Progress:
Subject: Change CHG000000000021 is now in progress.
Work is now in progress on your Change CHG000000000021, Short Description: <whatever the support staff used to describe your request>. If you have any information or questions, contact (group/person) <your distributed support group / member of that support group and a phone number>.
This message indicates that a support staff member has begun work on your change request, or on a subordinate Task of the Change, and has changed its status to "Work in Progress." It is a clear indication that someone is working on your Change Request, and usually provides telephone point of contact information for the group assigned to your request.
Pending:
Subject: Work has stopped on Change CHG000000000021 Pending <reason - see list below>.
Contact (group/person) <your distributed support group / member of that support group and a phone number> with information/questions or edit change at http://arsweb.unt.edu/cgi-bin/expandchg.pl?case=CHG000000000021.
This message indicates that something is delaying the resolution of your ticket. Possible reasons (and explanations) for Pending are:
- Classroom Availability (we can't fix it while the classroom is in use)
- Classroom Support Services (this has to be taken care of by the Classroom Support Group, a division of Micro Maintenance)
- Micro Maintenance (we sent it to Micro Maintenance to fix, or are waiting on them to get here to fix it)
- Parts (we, a support contract rep, or Micro Maintenance need to obtain parts in order to install them)
- Requester Information (we asked you to try something, and have not heard back from you)
- Requester Availability (we cannot look at the problem until you are in your office and available)
- Software Availability (you asked us to install software that we do not have, or a newly released version that we do not have legally available yet)
- Staff Availability (either there are not enough of us to go around, or we have no one who is qualified to work on that problem until we hire a replacement)
- Testing (we are trying to recreate the problem you reported, or are testing a system before releasing it to you for use)
- Vendor Response (we have called the vendor about it and they have not given us a solution, or may not have responded yet, or they keep calling it a feature)
Also, change requests that are Pending DO NOT ESCALATE, so you may want to keep an eye on them. Using ARWeb, you are able to manually escalate a change request yourself by Modifying it and selecting "Yes" in the Escalated? field pull-down (hidden in the lower-right corner of the Plans tab). See the instructions for modifying Resolved cases to learn how to access the ARWeb site and modify a Change Request. The field you will want to change looks like this:
and again, you simply select
"Yes" from the pull-down to escalate your
change request. An escalation sends a notice to the
assigned support group and their manager that the request
has escalated. You may want to enter text in the Work
Log field to explain why you escalated the change
request.
Resolved:
Subject: Change CHG000000000021 has been
resolved.
Your Remedy Change CHG000000000021, has been
resolved. Modify Confirm Resolution to close or
reopen the change at
http://arsweb.unt.edu/cgi-bin/expandchg.pl?case=CHG000000000021.
This message indicates that the assigned support staff believe that they have completed work on your Change Request. The web URL allows you to connect directly to ARWeb and open the change request that you have been notified about. YOU DO NOT HAVE TO DO ANYTHING!! If you do not Close the Change Request yourself, it will automatically close in 15 working days (three weeks) and generate the Closed message.
See Modifying your Resolved Trouble Ticket (Case) using Remedy ARWeb for detailed instructions on how to respond to this message.
Closed:
Subject: Change CHG000000000021 has been closed.
Your Change CHG000000000021, Short Desc: <whatever the support staff used to describe your problem>, has been closed. The closure code is Automatically Closed. Contact (group/person) <your distributed support group / member of that support group and a phone number> if another change is needed.
This message indicates that the 15-day automatic closure has taken place on a change request of yours that was resolved three weeks ago. A closed change request cannot be reopened, and if you still have the problem a new change request will have to be opened for you.
Customer Satisfaction Survey: (not implemented for Change Requests or Tasks)
Since Customer Satisfaction Surveys are aimed primarily at evaluating problem resolution, not routine upgrades or changes, surveys have not been activated for closed Change Requests or Change Tasks.
About the Notifications
The text in these messages has been refined several times since we started deploying the system. The messages that shipped with the product were more cryptic and less helpful. They are still rather limited by the length of the text that we can include. These messages were changed again once ARWeb was deployed for direct customer access, and in some cases include a direct link that will take your web browser to the UNT Remedy web site, prompt you to log in, and then will go directly to your trouble ticket. In addition, they include support group telephone numbers whenever possible to facilitate your contacting them.