Remedy Helpdesk Management Tool

Manual for Process Owners

Confidential & Proprietary c. 2005 Shared Under Non-Disclosure To Third Parties

 Agenda

Why Remedy
Remedy Implementation Objectives
What can support persons do with Remedy
Process Flow of a Ticket
Using Remedy
 Why Remedy

Our rapid growth has resulted in significant challenges

Volume of issues / requests reported
Complexity of issues
Increasing demand for shorter resolution times
Scalability
Remedy is the leader in IT Service management and it provides for
Better and intuitive categorization of issues
More transparency for the user
Knowledge base and self help capabilities
Enhanced metrics collection and reporting capabilities
 Remedy Implementation Objectives

Envisaged as a common Helpdesk tool for functions which involve an issue resolution workflow
Embracing industry best practices in service management
Automate our ability to submit, monitor, and manage help desk cases, change requests, and asset
inventory records.
Manage the entire range of service level agreement (SLA) processes
Bring down the number of incidents
Proactive root cause handling
Knowledge management/Self help
Reduce the cycle time for incident resolution
Auto ticketing
Auto assignment
Prioritization
Better issue capture and reporting Proactive problem solving
By implementing Remedy across GSD, NSS, HR etc; it would help present a common face to
the internal customer, for all his issue resolution needs
 What Support person can do with Remedy
Support Person will have two profiles in the tool
Support
Requestor
As a Requester
Create a ticket
View self tickets
Modify own tickets
View Knowledge Base
View Bulletin Messages
Close Own Ticket
Re-open own ticket
Additional access as a Support person
View others tickets
You can view all tickets that have been assigned to your group
Modify others Tickets
You can modify the tickets assigned to you
Propose Solution
You can create and propose a solution for any CTI categories which will enable the users
to resolve requests on his own
Add Bulletin Messages
If there are any important notices to be broadcasted to the entire user community it can
be done by posting a bulletin message
Use the support Diary
To pass on messages to other support individuals about a ticket and at the same time
not make it visible to users e.g. in case of change of shift
 Process Flow of a Ticket

Login by the user

Creation of a Ticket

Automatic Routing of the Ticket

Ticket reassigned to the
support group
Assignment to L1 Support Group

Able to resolve No Re assigned to L2 Group Yes

No
Yes
Ticket
Resolving the Ticket
Resolved
by L1
User reopens the
User closes the Yes Is the user No Ticket
Ticket satisfied
 Automatic Routing of Tickets

Automatic assignment of new ticket will be done to the relevant support group based on
Category, Type, Item and Location of user.

In case of reopening of ticket, the ticket will be automatically reassigned to the group that had
worked on it last
A notification regarding all reopened tickets will be sent to the group that had worked on it last.
 Ticket Statuses in Remedy
This status signifies that
As soon as a call is logged in
the ticket has been
Remedy, status of ticket is set
closed by the requester
or it has auto closed to Assigned and the ticket is
upon expiry of a certain assigned to respective process
period. group
Auto closure happens
Closed Assigned The support person then
when the ticket is in manually changes the status of
resolved state for over ticket. Whenever support
a specific time period person picks the ticket, the
When a ticket is tickets gets assigned to him.
Reopened by the
requester, the ticket
comes back to the This status signifies that the
Assigned status and is Work In support personnel is working
Resolved
assigned to the process Progress on the ticket.
group again.
Common reasons are -

This status signifies Parts: To signify that the ticket

that the support has been resolved partially
Pending
personnel has Requester information: To
provided a solution to signify that some more info is
the requester. required from the requester to
resolve the ticket
 Login Screen

Intranet: https://gsd
Internet: https://gsd.cognizant.com
As the site is SSO Enabled logging in via Intranet site will directly take you to the home page of the site, where in for
Internet login you have to provide your credentials for authentication as shown below then you will land in the home page.
Your Home Page

List of all your existing

tickets, click on a ticket to
view its details

Click any link applicable to create a

new ticket. Link headers are named
after the Applications/Corporate
Services against which ticket can be
raised corresponding to your issue.
PeopleLine Link will vary depending
on your Location.

Click here to View the

highlighted Ticket

Information Bulletin
applicable to you

Click here to submit

tickets on behalf of
requester, search for
tickets, reporting

Click here to
approve
solutions

Click here to view

self help documents
Support Home Page
Select from the dropdown to
view your ticket or the tickets
assigned to you or the
groups tickets

Click on the relevant link to

create a request, search a
ticket, propose a solution,
reporting, view training material
on using the tool, reminders or
to log out

Current view shows List of

all existing tickets that are
assigned to you, double
click on a ticket to view it

Brief information of
the highlighted ticket

Click here to create a

new Bulletin message .
This is used by mostly
used by NSS to
broadcast an outage
Using Remedy

Logging Tickets
Viewing Ticket Details
Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Logging Tickets: On Behalf of Users

Click Create
request to
create a ticket on
behalf of a user
who is not able to
log tickets
himself
 Enter Issue Details

Enter the Users

Employee ID. Users
details are fetched
automatically, if present

Enter the CTI

corresponding to the
Users issue

Enter the Summary

and Description
corresponding to the
users issue

Click on Refresh to
view other tickets
logged by the same
user
Highlighted Solution
Available! button indicates
Click Save to create solution present for this CTI.
ticket for the user Click to view solution
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Viewing Ticket Details

Current view shows

List of all existing
tickets in your group,
double click on a ticket
to view it
View Ticket Details

Displays if the ticket

is an incident or a
query

Current status of
the ticket

Indicates if the
ticket has crossed
SLA and has been
escalated

Indicates the priority

of the ticket which is
low by default and
can be edited
Shows the personal
information of the
requester like name,
Vnet, Seat, IP etc.
View Ticket: Worklog & Support Diary
Step2: Click here Step3: A popup window will
to view the appear. Read diary history
Tickets Diary which shows the activities
Step1: Click the
History performed on the ticket and
Activity tab while
viewing your enter updates in the diary
ticket editor

To be used in
cases where ticket
is being
transferred to
another group or
another person
from the current
support group has
to work on it due
to shift change

Indicates the
changes on the
ticket so far, like
change in CTI,
priority, status etc.
View Ticket: Solutions, SLA, Attachments

Clicking SLA tab will

give more information
regarding the SLA of
the ticket and the action
that will happen if the
SLA is violated

Clicking Attachments
tab will show all
attachments added by
the user/process owner
to this ticket

Clicking Solutions tab

will show any solution
that have been
proposed for the CTI of
the request
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket
Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Assigning a ticket to self

Step1: Click here to

view the tickets
belonging to your
group

Step2: Double click

on a ticket that has
the assigned to field
empty. This will
open the ticket
Assigning a ticket to self

Step3: After Opening the

ticket click on the drop down
on the individual field and
select your name from the
list
Assigning a ticket to self

Step4: Click on Activity tab

and update the worklog

Step5: Click Save

Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self
Updating / Modifying the Ticket

Using the pending field

Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
 Updating / Modifying a ticket

It is mandatory to edit Worklog of a ticket every time it is modified or updated

Step1: Click here to

view the tickets
assigned to you

Step2: Double click

on the ticket you
wish to modify or
update. This will
open the ticket
 Updating / Modifying a ticket

Step 3.6: Used the drop

down to assign the
request to another
individual in your group

Step 3.1: Use to

modify the Case
type

Step 3.2: Use to

Modify the status
of the ticket

Step 4: Click Save to

save any modifications/
updates made on the
ticket
Step 3.3: Indicates the
priority, Use the drop
down to change the
Step 3.4 Used the drop
priority
Step 3.5: Use the drop down to transfer the
downs to modify CTI in request to another
case they are not group
selected or wrongly
selected
 Ticket Status to be Used

S.No. Status Explanation

1. Assigned As soon as call is logged in Remedy, status of ticket is set to Assigned and the
default assignment group is GSD

2. Work in The ticket status should be changed to Work in Progress by a support person
after it is assigned to him and he starts working on it
Progress
3. Pending To be used when the Support person cannot continue working on the ticket due
to reasons out of his control. Commonly used reasons are -
Requester information: Need some information from the requester; You will
receive a mail when the user provides you the requested information
For Approval : Managers Approval to be attached to proceed further
Parts: Some part of the request is resolved and some is pending

4. Resolved Indicates that the solution has been provided for the ticket

5. Closed Ticket closure will be initiated by the user and the support person cannot use
this status
When the user closes the ticket himself or the ticket gets automatically closed
due to the user not responding to the closure request, the status of the ticket will
become Closed
Using Remedy

Logging Tickets
Viewing Ticket Details
Ticket Pickup: Assigning Tickets to Self
Updating / Modifying the Ticket

Using the pending field

Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Using the pending field

Change the status

to pending and
Use the pending
field to give
reasons why a
ticket is pending
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Transferring the ticket to another group, method 1

If the ticket cannot be

resolved by your group,
use the drop down in
this field to reassign it to
a group from the list and
click on save button
Transferring the ticket to another group, method 2

If the ticket cannot be

resolved by your group,
use the drop down
fields; category, Type
and Item. System will
automatically assign it
to the group. and click
on save button

Best Practice: Transfer ticket only in Assigned status.

Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Closure Code

After resolving a
ticket the support
person has to provide
a closure code for the
ticket, all closure
codes except
Automatically
Closed can be used
 Closure Code most commonly used

S.no. Closure Code Action taken

1 Successful The resolution has been successfully provided for the request

2 Automatically closed Cannot be set by the support person. Is set when the user ignores
(automatically populated) the notification regarding the resolution and does not close or
reopen the ticket
4 Successful with Problems The ticket could only be partially resolved

5 Unsuccessful The ticket could not be resolved

Back
Closing the tickets

Best Practice: Closure of the ticket should be initiated through the users
User will receive a mail asking him/her to close the ticket once it is resolved
If user is satisfied he/she can close the ticket, else can reopen it
In case user does not do either of the actions, the ticket will be automatically closed.
The support person cannot under any circumstances close a ticket

Back
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
Proposing a solution

Step1: Click this

link from your
homepage if you
wants to propose
a solution for an
incident
Proposing a solution

Step 3: Window to enter

Step 4: Enter a the solution
summary for
the solution

Step 2: Click here to enter

the solution description.
This will popup a new
window.

Step 5: Choose the status as

Proposed while proposing a
solution. It will be set to current
if it is approved by your
manager

Step 6: Enter the CTI

Step 6: Click Save
for which your
to propose the
solution is applicable
solution
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
 Creating Bulletin Board Messages

To be used to broadcast important information impacting a large number of associates

like network outages, new releases, server down etc.

Step1: Click here to

create a new Bulletin
message, this will
popup a new window
 Creating Bulletin Board Messages
Step 2: Click here to
Step 3: Select the Country,
select the audience
City and Office through the
for your message, it
Region, Site, Department
can either be Public
(Remedy Terminology) drop
(associates in a
downs. Only associates who
particular office) or all
belong to this location will be
support group
able to view this bulletin Step 4: Selecting this as
members
message Yes will send a mail about
the message to all support
staff. Kindly use this
cautiously

Step 5: Enter the

description and details
of the message
Step 6: Add an
attachment if required

Step 7: Click Save to

Save and Post the
message
Using Remedy

Logging Tickets

Viewing Ticket Details

Ticket Pickup: Assigning Tickets to Self

Updating / Modifying the Ticket

Using the pending field
Transferring the ticket to another group
Resolving a Ticket
Proposing Solutions
Bulletin Board Messages
Reporting
 Reporting - Case Detail Listing

Click on Process Owner Click Reporting.

In the Report Name, select Help Desk Case Information CTS Reports Case
Details Listing
Choose the Field 1 and type down the Value
 Reporting - Case Detail Listing

Then click on Run Report button.

You will get the preview of the report (new window), from which you have to export
the report using the mail icon (highlighted below). Choose the format to MS Excel 97-
2000(Data only) and save.

For any other reports, contact Remedy Support Team

 Thank You

Confidential & Proprietary c. 2005 Shared Under Non-Disclosure To Third Parties