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Working With Remedy/PRMS

Working With Remedy/PRMS. Bill Tomlin & Maciej Stepniewski CERN IT-FIO-FD 20 June 2007. What we’ll cover…. Some Concepts User Interfaces Practical Demo. Concept #1: Classification. Domain. Category. Type. Item. All. Desktop support. ?. General. ?. Safety Commission. RAMSES. ?.

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Working With Remedy/PRMS

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  1. Working With Remedy/PRMS Bill Tomlin & Maciej Stepniewski CERN IT-FIO-FD 20 June 2007

  2. What we’ll cover… • Some Concepts • User Interfaces • Practical Demo

  3. Concept #1: Classification Domain Category Type Item All Desktop support ? General ? Safety Commission RAMSES ? User Support ? ? ? ? Technical Support ? ? IT Services ? ? ?

  4. Concept #2: Groups and Support Levels • User Groups • Per domain • Owners • Support Levels • 1st level: help desk (default) • 2nd level: service managers • 3rd level: experts • Each Domain/Category/Type/Item • must have 2nd level group defined • may have 3rd level group defined • Managed by Domain Managers • Future (we hope): Nicole Cremel IT/UDS

  5. Concept #3: Ticket Lifecycle New Email ramses.support@cern.ch remedy.support@cern.ch etc. Assigned expert unavailable request for information last request for information expert currently unavailable scheduled intervention waiting for parts sent to external analyst work at external company Open On Hold Fixed Automatic after 5 days Closed

  6. User Interfaces • Windows native client • Download from http://cern.ch/remedy • Most functional • Available in Windows Terminal Services (cern.ch/wts) • Web interface • Less features, worse performance • Cross-platform • No installation • Available outside CERN • Mail notifications; link to ticket • Mail interface • Automatic notifications after updates or assignment • Reply to fix or reopen a case, return to helpdesk, classify as spam, inform user

  7. UI: Searching • Quick searches • 15 defined e.g. today, urgent, my open, group’s open, requestor’s • QBE • Any value in a field • Advanced • 'Create Date' > "03/24/2006“ AND ('Status' = "Open" OR 'Status' = "On Hold") • 'Modified Date' > ($DATE$ - (7 * 24 * 60 * 60)) • Can save and reuse

  8. UI: Mail Interface • Assignee/group notified when • Ticket assigned or reassigned • There’s any update • There’s an SLA alarm • Reply always with a keyword to • Upper case, first word in subject • REPLY, FIX, INFO, REOPEN, SPAM, HELPDESK

  9. Summary Safety Commission ramses.support@cern.ch RAMSES General … All … … 2nd 2nd 3rd 2nd 3rd RAMSES-Support Service Expert Service Manager Service Expert Service Manager

  10. Finally… • Current Status • NICE authentication • Moving to Linux next weekend • FAQs & downloads at http://cern.ch/remedy • Always contact remedy.support@cern.ch for help or set-up • SC already in production • Questions

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