CALS-OIT Remedy Process Overview
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This document provides an overview of the CALS-OIT Remedy support process. There are preferred methods for submitting support requests including a web form, central phone numbers, or walk-ins. Requests are transferred to queues based on service area, with 3 main areas and separate queues for Geneva and Engineering. Surveys are sent upon closure of incidents to collect feedback. Additional processes include a new computer setup form, rotating front desk assignments, and weekly reviews of open incidents.
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CALS-OIT Remedy Process Overview
- 1. CALS-OIT Remedy Process Overview Incoming requests • Preferred methods of requesting support • via our web form - help.cals.cornell.edu • Central Phone # for each Service Area • Walk-Ins • Transfer from Central Service Desk to a CALS (L2) queue. Also available is a central emergency phone number for urgent transfers from Service Desk • We discourage • direct email to tech • direct call to tech CALS-OIT Remedy Infrastructure • 3 Service Areas (1 queue each) -5-6 Techs and a manager per • Geneva (1 queue) two Techs • Engineering (1 queue) two Techs • CALS (L2) escalated / transferred from CIT and clients who don't have a NetID / Department affiliation (Department is what drives the assignment in our request form) College of Agriculture and Life Sciences The form does not auto-populate NetID data due to the client possibly requesting support while in a different location. The form harvests the IP address used to submit the request, if they check the box for “Submitting from the computer in question” we can look up their info in DNSDb Survey is sent (along with standard Remedy info) upon closure for all Incidents •Remedy auto-sends the survey URL with Opcat, Support Group and Assignee (Tech) so that info also goes into the Qualtrics survey report for each response •Only two questions: •Since September 2011 we have had 2,000 responses out of 18,000 Incidents resolved (11%) Additional Processes New Computer Setup / Reload Form •Info page - sets expectations and provides consistent background info (licenses/software reinstall, what we backup before imaging, etc.) to every client •Form Page - asks about printers, other hardware, data transfer •Rotating Front Desk Assignments •Service Target Escalations via Remedy •Each Tech does a weekly review of open Incidents with Lead Tech to check for consistency of; Summary, OpCat, Service