Remedy for IT Support Staff

1. Remedy for IT Support Staff IT Supporters – 14 Jan 2008

2. History • Additional Support for IT Support Staff • lunchtime event 15 May 2007 • https://www.reading.ac.uk/nmsruntime/saveasdialog.asp?lID=14486&sID=63947 • conclusion: Remedy will be trialled with a few schools so that best modes of working can be identified • Remedy demonstration • lunchtime event 12 June 2007

3. Remedy Trial • When? • started towards end of autumn term • Who? • School of Law • School of Biological Sciences • Department of Real Estate & Planning • School of Chemistry, Food Biosciences & Pharmacy • Department of Mathematics

4. Remedy teams and“functional accounts” • Teams control who tickets can be assigned to • you can assign tickets to: • others in your team • the functional accounts • Functional accounts • allow tickets to be assigned to different areas in ITS, e.g. • ITS Help • Distributed Support • Systems & Communications • have “*” at beginning of name • e.g. “*ITS Help Service”

5. Teams and functional accounts • Schools in trial have: • a special functional account • starting with “~” • a team • containing all staff involved in trial in that school • e.g. for SBS: • functional account: • ~sbs-itsupport • team: • SBS • SBS staff can assign tickets to each other and to main functional accounts • SBS staff cannot assign tickets to IT staff in other schools

6. Email into Remedy • We have provided an email address for IT support calls: • school-itsupport@reading.ac.uk • e.g. sbs-itsupport@reading.ac.uk • Email sent to this address triggers: • automatic conversion of email into a ticket • automatic response to sender • giving ticket number • automatic assigning of ticket to ~sbs-itsupport

7. Email from Remedy • when email is sent to sbs-itsupport@reading.ac.uk • email goes to the functional account • ITS can set up forwarding to any email address within SBS • to alert staff to incoming ticket • when ticket is assigned to ~sbs-itsupport by ITS • email goes to the functional account (as above) • email goes to user to say that ticket is no longer with ITS

8. Email from Remedy • can email user from within Remedy • can choose whether this comes from: • person owning ticket (ticket assignee) • school-itsupport@reading.ac.uk

9. ITS Help • tickets raised by ITS Help can be passed to IT support staff in schools • if user calls ITS Help to query progress: • ITS Help can see ticket is with school • ITS Help will inform user that ticket is with school • ITS Help may suggest user contacts school IT staff • ITS Help may update ticket so that school staff are aware of call • ITS Help may call school IT staff

10. Flagging IT support staff • IT support staff flagged in Remedy • “** IT Supporter **” pops up alongside status field • HR have provided a list of staff likely to be IT support staff • need to update Remedy list • need to maintain list

11. “Supported by” info in Remedy • ITS have been using this to indicate which functional account provides support to particular groups of users • can indicate that support only given to users with particular status • e.g. can indicate that support is given to staff & PGRs but not UGs • to do: • update for school IT support staff • update when new username format comes in

12. Feedback • good to receive tickets from ITS when problems are reported to ITS • good record of outstanding tasks • useful audit log • better routes in to ITS? • feel part of a larger organisation • better way to organise work

13. Feedback • getting used to system • time logging details • email generated from Remedy • simultaneous updates by more than one person • reminders of outstanding tickets

14. Next stages • further testing by those on trial • determine if any major issues • further feedback to IT support staff • feedback to AGITS • roll out further

15. Questions • How would you use Remedy in your school? • recording tasks • level of logging • ease of re-assigning tickets • within team • between you & ITS • ITS can pass tickets to school IT staff