Remedy 4.5

1. Remedy 4.5 Training

2. Create Ticket • File Open • Select • OCATTrak Main Menu • click on [Search] • Click on [Submit a ticket]

3. Create Ticket - Caller Information • Retrieve caller information from Remedy database • Type in the first letters of the caller’s last name • Hit <Enter> • Remedy will do one of the following: • If an exact match - the fields are automatically filled in • If more than one match - a pick list is given

4. Create Ticket - Caller Information If no match - • You will see 2 options: • Select Existing Entry • Create New Entry • Choose: Create New Entry • Click [OK] • A new FORM appears, “SHR:PeopleGroup”

5. Create Ticket - Caller Information new Profile Information • Enter full name, last name, first name • Create a login name, as: • Last Name and First Name Initial • No spaces • All lower case

6. Create Ticket - Caller Information New Profile Information • Manager: click no • Type click on pull down menu and choose: External • Support staff: click no • Status: click Active • State Employee: click yes

7. Create Ticket - Caller Information new Profile Information • Must enter Telephone number • Enter email address use the state.mi.us address • Must select Department from the pull down menu • Click [SAVE] • Blank form appears, At the bottom left, see message “Submit successful ID = 000000000000x” • click on [X] at top right to Close Window

8. The top X at the right side - Closes the Remedy Application The X below - Closes the current FORM

10. Create Ticket - Caller Information new Profile Information • If the login name entered already exists on Remedy, this error will appear • Add a number and try again until a unique ID is found

11. Create Ticket - Profile Information • Enter the name you created in the profile • Press <Enter> • Detail fills in automatically

12. Create Ticket - Case Details • Click on pull down lists: • Case Type, Category, Type, Items • All of the above must be filled in from drop down list. • Severity (default is medium) change if necessary • Short Description - must be filled in

13. Create Ticket - Case Status

14. Create Ticket - Case Status Status Each status actually has a numeric value to Remedy, reflecting the progression from New To Closed 0 New 1 Acknowledged 2 Assigned3 Work In Progress4 Re-Assigned5 Resolved6 Closed Resolve tickets (not Close). Resolved tickets are automatically Closed by Remedy after 2 business days. This gives 2 days to enter more information, in case the problem is not resolved.

15. Create Ticket - Case Status • Assigned To - Required field, the drop down list is based on the Category Type Item selected • Completion Code - Not required until ticket is resolved • Time spent - Not required, helpful information for reporting • Work Log - This is a diary field • Give pertinent information, time it happened, who you talked to, any resolutions, what has been done to correct the problem. • Remedy will add your Login ID and date/time stamp when the ticket is saved. Once saved, work log information cannot be modified. However, additions may be made to this field later. Each will have LoginID and date/time stamp automatically added. • For Hardware and/or NOC (not required): • Pending, Vendor name

16. Create Ticket - Case Status • Suspend Escalation - this field is for the [Assigned To] • Escalation occurs on High and Urgent tickets • Based on the Business Design, if time periods are exceeded, management is notified by Remedy. • If Suspended, Notification is stopped, Remedy logs who suspended it and when it was done.

17. Create Ticket - - Case Status • Email Notification • Note button : [E-Mail Update ON] • is the default • Emails go to the email customer’s address ( Profile Information). Fields that are sent are: • Case Type • Priority • Status • Work log (Oldest to Newest entries) • Every time the ticket is saved, an email is sent

18. Example of Remedy E-Mail You are receiving this note because there is new case information. Please DO NOT reply to this note - this is a machine generated message. For questions, contact the Enterprise Service Center at 517-241-0294 or e-helpdesk@state.mi.us. Thank You! Case Type : Problem Priority : Medium Status : Resolved Work Log : 11/8/00 2:51:53 AM mipc prod1 (0217) Paged P & S (999-9999). Jeff

19. Create Ticket -Completion • Click on [Save] top right of screen • Note the Case ID+ (Ticket Number) appears at the bottom left of the screen

20. Update Ticket • When a ticket has been assigned to you • Remedy sends a notification, if you have the Remedy Notification Tool running • [Start] [Programs] [Action Request System] [Remedy Notifier] • Log In (using Remedy User login ID) • You can click on the ticket in Notifier and the ticket will be displayed

21. Update Ticket - Displaying Existing Ticket • File Open • Select OCATTrak Main Menu • Click on [Search] • Click on [Browse Tickets] • Blank ticket appears, cursor sets at Case ID+ (Ticket Number). Enter the ticket number and press <Enter>. • Remedy opens that ticket in a Modify window

22. Update Ticket • Change the ticket’s status to Work In Progress • Update the work log. This indicates that the ticket is in the hands of support staff. • Click [Save] button (top right of screen)

23. Ticket Search • Make the following setting in Remedy • [Options] [Behaviors] • Select: “Keep Previous Field Values” • See http://www.state.mi.us/cio/cs/ • What’s new May 2001 • Click on “Training Manual” • Go to the pages • Search Tickets • Macro Bar