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Remedy HelpDesk

Remedy HelpDesk . IACC Presentation. Technical Support Goals. Effectively track and respond to requests Improve responsiveness by enhancing communications campus-wide Increase satisfaction by providing an easy way to submit & check status of requests

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Remedy HelpDesk

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  1. Remedy HelpDesk IACC Presentation

  2. Technical Support Goals • Effectively track and respond to requests • Improve responsiveness by enhancing communications campus-wide • Increase satisfaction by providing an easy way to submit & check status of requests • Improve support by analyzing call volumes, distribution and responsiveness

  3. Remedy HelpDesk • Not just a “HelpDesk” system • Tracking system for problems and requests - computing related • Used by ITS and other technical support groups: Currently - AFD, CLA, CAED Soon - CAGR, ESS, Others • Variety of requests in a variety of ways: Email, in person, phone, and now web!

  4. Remedy HelpDesk • Automatic assignment of requests to support group based on: • Type of problem or request • Requester’s department (faculty and staff) • Email notifications • To support staff (Assigned, Updated) • To requesters (Submitted, Pending, Resolved)

  5. Remedy HelpDesk • Chronological history of all activity • Detailed for support staff • Summary for requester • Track and report on: • Time spent by type of problem, group • Most common problems or requests • Overall time to resolve by type, etc.

  6. Remedy HelpDesk • “Open” system • All requests can be accessed and updated by all support staff • Requests easily transferred between groups • With the web interface, faculty and staff can now submit, view and update their own requests

  7. Remedy Web Interface • Client Interface - Support Staff • Web Interface • Design is simple, easy to use • No Remedy knowledge required • Currently: • Not available for students • Not available on Macintosh platform - work in progress

  8. Submit New Requests • Simple statement of problem or request • Assesses impact and urgency • Pre-defined common problems • Common problems will soon have: • Links to established web resources • Simple responses or instructions • Presentation of possible solutions • Web is an option, not a requirement

  9. View Open Requests • Ability to: • View the general status of open requests regardless of how they were entered • Add information to a request • Change the urgency of the request • Re-open closed requests if the resolution is not satisfactory

  10. Where We Are Now… • About 100-150 Requests/day • Web Interface - On the Help Desk web page: • http://helpdesk.calpoly.edu/ • “Submit/View a Request” • Remedy Support • http://remedy.calpoly.edu • Email to remedy@calpoly.edu • Call the ITS Help Desk: Ext. 6-7000

  11. Where We’re Headed… • Integrations - Site Licensing, Training, Software/Database Modifications, ??? • Links to self-help resources / solutions • Customer satisfaction surveys • Extension to other technical support groups on campus • Enhanced reporting capabilities

  12. Remedy Can Help You By... • Making it easy to report a problem or submit a request - no need to know “who” supports “what” • Allowing you to submit or check on requests anytime: • During off-hours • From home or “on the road” • When phones are busy or staff are out of the office • Letting you “Cut and Paste” information into requests, like error messages or text from email • Keeping you informed - with email notifications

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