AR System Helpdesk Policy & Procedures
PROCEDURES
- Your user
name is your UNL email alias (lowercase), and your password
is your NUID. ex. Login Name = gsmith15 and Password = 55121234
- Set your Helpdesk
preferences. Open the Remedy Support Console. From the left
Quick Links, select Preferences. On the General Tab, set the
'Create Request Action' to 'Open Help Desk Module'. Set the
'Search for Request Action' to 'Open Help Desk Module'. Press
'Save' and exit the pop-up box.
- To assign,
view, or resolve cases on the web, log into the Remedy
Helpdesk with your username and password (email alias and
NUID). After you are logged in, select 'Remedy Support '. You
can choose a case from the 'Assigned Requests' list by double
clicking on the case OR by selecting the 'Search for Request'
from the left Navigation bar. If you choose to search for your
request, wait for the form to load, then enter the case number
in the 'Case ID' field, found in the middle of the top section
of the form. Enter the last 5 digits of the 'Case ID+' and press
the 'Search' button at the bottom of the form.
- Once your
case is displayed, you may update the case or resolve it. If
you update or resolve the case, there are three fields you
may need to touch: 'Worklog' on the Activity Tab, 'Individual+',
and 'Status'. The 'Individual+' and 'Status' field are in the
top section of the screen.
To update the case, set the 'Status' to "Work in Progress", select your name in the 'Individual+' field to assign it to yourself, enter pertinent information in the 'Worklog' field. By changing the 'Status' field to "Work in Progress" and setting the 'Assigned to Individual' field to yourself, you have accepted assignment of a case. This also allows others in your group to see that the case is being worked on.
To resolve the case, enter pertinent information in the 'Worklog' field, and set the 'Status' to "Resolved".
Policies
AR System Help Desk-Mission Statement:
The AR System Helpdesk mission statement is to resolve issues and respond to requests for information or service.
Who should generate cases?
- The majority of calls will be passed to a point of entry for case generation. The individual Information Services departments will decide what type of case generation will be done internally.
- Point of entry
will be three major areas: Helpdesk, OpCenter and Telecom.
- Anything that needs follow up.
- Anything that is not resolved on the spot.
- If there is
a mechanism for getting cases entered, then as part of the resolution,
the cases should be resolved.
Who should respond to a case?
- Anyone who
has an account in Remedy is responsible for responding to a case.
- Track workflow between 'assigned to individuals' and groups.
- Keep user problems from falling through the cracks. NOTE: End user receives resolution or knows why they didn't. They will be notified with their case number when a case is set to 'Work in Progress' and they will be notified when it is resolved.
- Internal communication
tool.
- Accept ownership of a case when it is assigned to you.
a. If you can call the user to find additional information, CALL them.
b. If a problem cannot be resolved, the employee contacts the client within the time frame agreed upon in order to negotiate further steps.
c. If resolution of a problem involves multiple IS personnel, the person assuming responsibility for the problem resolution tracks progress and keeps the customer informed within the agreed upon time frame. - Do NOT reassign a case if you need help resolving it.
- DO reroute a case if it is truly not resolvable by you. SPECIFY
needs.
a. If you receive an inappropriately assigned case, reassign it, DO NOT resolve it.
b. If you don't know who to reassign it to, see your supervisor. - Assign 'Urgent' cases to a group only, never to an individual, as that person may not be available.
- How will the end user be notified?
a. The end user will be automatically notified via email when you change the status of the case to WIP and/or when it is resolved.
