University of North Texas

Computing Center Support Services

(940)565-2324

Welcome to Remedy Call Tracking System.

This handout is designed for two types of individuals submitting calls:

1. Requestor Personnel (who will be entering calls so they can be assigned to other people to handle)
2. Support Personnel (who will enter calls, but may also provide solutions to problems)

To help get to the proper screens to input information, you need to first set up your file preferences to get to the REQUESTOR VIEW or SUPPORT VIEW. Your network manager will let the Remedy Administrator know the security level for each individual.

To set up the proper SUBMIT screens:

1. Go to FILE, PREFERENCES.
2. You will see the USER PREFERENCES dialog box.
3. Select VIEW MANAGEMENT.
4. Look at the DEFAULT VIEW SCHEMA. If you are Support Personnel, make sure it says Support (It is case sensitive!!). If you are Requestor Personnel, make sure it is blank.

How to bring up the Submit Screen to enter a job:

Select File, Open Submit

Choose HPD: HelpDesk (REMEDY.ACS.UNT.EDU).

Begin by entering the individual's UNT User ID (or SSN), if known, or use the search facility to type in last name. To limit the search for common names, type a comma after the last name before pressning enter.This will bring up a list of names that match, with the possibility of multiple entries for one person (student or internal).

The selection list may need to be resized to show additional information, if needed for verification of individual. Select the person from the list and the rest of the personal info will automatically fill in.

As you can see, there may be multiple entries for the same individual, based on whether they are a student and/or employed by the University. Choose the appropriate one (if work related, or student related problem).

You are then ready to give a SHORT description of the problem using keywords if possible:

GroupWise Create Personal Address Book

Add a more detailed description under DETAILS, usually writing the end-user's description of the problem.

Then, move to the CLASSIFY button. Select from the pull-down lists the CATEGORY, TYPE, and ITEM. This is tricky, but try your best.

As you discover additional classifications that need to be added, send them to your network manager who will submit a trouble call to the Remedy Administrator.

CASE DETAILS: Designate the Case Type, Source, and Urgency.

ASSIGN THIS CASE: Decide whether to let Remedy auto-assign, or force the system to give the case to your support group, or yourself personally.

After filling in these blanks, press the CREATE NEW CASE and CONTINUE button (for Support View) or SUBMIT NEW CASE (for Requestor View).

This enters the call into Remedy, but stays in the call, so you can continue working.

The Requestor personnel will see a dialog box at this point that displays where the case has been assigned. A second dialog box will show the case number for this call.

The REQUESTOR VIEW stops here. Those using the SUPPORT View continue to next page.

At this point, for the SUPPORT VIEW, this call has been given a CASE ID NUMBER in the upper right corner of the Support View.

There is also additional information to be completed at the bottom of the screen that wasn't visible until the call had a case number. A message has been sent to the person assigned the call letting them know they have an assignment. If you are still talking to the person placing the call, you can give them the Case ID Number for their use when asking about the status of their problem later.

If the call can be closed, or additional information about the call added, press the "Continue Working On This Case" button, and scroll down (or page down) farther on the screen.

You will now see the additional information to update the call, or close it.

To determine if other calls have been placed reporting this same problem in the system, you need to check DUPLICATE INFO. This will look at the Classification Category, Type and Item to see if other calls have been entered. They may not have anything to do with the specifics of this call, but you need to check this out.

POTENTIAL PROBLEMS with Duplicate Info. This key will link this call to a previous call. Therefore you have to verify that it is really the same problem. If there is only one duplicate pulled up, the DUP ID # is automatically filled in. To erase it, you must highlight the number and press delete.

If there are multiple calls that match the Classification, you will get a list of items. This box will need to be resized to see the actually short description to make sure it matches your call. If you find a duplicate, highlight it and select OK. If you do not find a duplicate, be sure to press CANCEL to exit the box and not make a selection from the list.

You will need to update the status as you are working. Change to Work in Progress or Pending, etc. depending on what is happening with the case.

WORK LOG Update

Any time work is performed on this call, be sure to update what has been done, is being done, who or what you are waiting on, etc. As you update the Work Log, also remember to "Update the Time Spent on Case) under Case Status.

Because this call was a simple answer to a question, it can now be resolved. If there were still further items to complete, you would select the "Submit Changes and Clear Screen" or "Submit Changes and Continue" buttons.

Because this case is actually resolved, there are a couple of other steps to take first.

Under CASE STATUS, select the appropriate Resolution/Closure code from the pull-down list. Make any final entries in the Work Log and Time Spent areas, and then select CASE RESOLVED.

PROBLEM ALERT: If the CASE RESOLVED button is pressed without updating the WorkLog and/or Time Spent, you will get an error code. Be sure to press CANCEL from the error dialog box, and then finish completing the screen correctly.

After resolving a call, if you want to enter the resolution in the "Solutions database", you will need to reopen the case, by selecting FILE, OPEN QUERY. Enter the case ID number and follow these steps.

1. Select the SOLUTIONS button after Keyword.
2. Select Create Solution, and press OK.

You will see the screen for creating solutions with information on how do this this showing on screen.

To pull information from the WorkLog field:

1. Go to the Modify screen by selecting from the menu, WINDOW, Modify Individual (HPD: Helpdesk)
2. Pull up the Work Log History
3. Highlight the text to be placed in the solution details, and copy (CTRL-C).
4. Go back to the Solutions screen (Window, Submit Individual HPD: Solutions)
5. Put cursor in Solutions: Details, and paste (CTRL-V)
6. Use the Short Case Description for the SUMMARY Text.
7. Go to SOLUTIONS DETAILS, and change the status to Current.
8. From the menu, select ACTIONS, APPLY (or Ctrl-A).