Revised October 2007
Lab Staff Guide to Remedy
The following are brief instructions on how to enter information into the Remedy Ticket
System. Follow these guidelines when completing tickets. These will be broken down
into broad categories by situation.
FIRST TIME YOU GO INTO REMEDY
1.
2.
3.
4.
Click Preferences
Create Request Action: Open Help Desk Module
Search For Request Action: Open Help Desk Module
Default Console View: Group
Hardware
When you come across a computer that is not working correctly, follow these steps to
report. This covers broken computers, printers and overhead projectors, or anything that
would be considered hardware.
1. Create Request
2. Complete the following fields:
a. Summary: Computer Name, location, problem
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Select appropriate Item
f. Case Type: Incident
g. Status: New
h. Group: Public Computing Services
i. Individual: (Leave this empty)
j. Login: unknown-KU
k. Source: In Person
l. Impact: Low
m. Save
At this point a ticket will be created. Tom (or another technician) will see the ticket and
arrange for the equipment to by fixed. However, in the even that you have fixed the
problem, do the following:
a. Status: Resolved
b. Activity Tab: Complete the Work Log with an update on the machine
c. Solutions Tab: Write up the solution to the incident
d. Save
Software/Websites
Revised October 2007
When you help a student/faculty/staff with a software problem, follow these steps to
report. This covers all software applications, and access to websites
1. Create Request
2. Complete the following fields:
a. Summary: Software (or website), problem
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Software
f. Case Type: Incident
g. Status: New
h. Group: Public Computing Services
i. Individual: (Select your name if you resolve the issue, leave blank if you
do not solve it)
j. Login: unknown-KU
k. Source: In Person
l. Impact: Low
m. Save
Most likely you will be solving the problem directly at the desk. In this case again:
a.
b.
c.
d.
Status: Resolved
Activity Tab: Complete the Work Log with an update on the machine
Solutions Tab: Write up the solution to the incident
Save
Printing
This may be the most frequent issues, concerning two problems: Adding a printer, or a
Transaction Denied:
1. Create Request – Adding a Printer
2. Complete the following fields:
a. Summary: Computer Name, location, Adding printer
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: CS Print
f. Case Type: Incident
g. Status: New (Resolved if this is fixed immediately)
h. Group: Public Computing Services
i. Individual: Select your name
j. Login: unknown-KU
k. Source: In Person
l. Impact: Low
Revised October 2007
m. Activity Tab: Complete the Work Log with an update on the machine
n. Solution: Added printer by…(doing what)
o. Save
1. Create Request – Transaction Denied
2. Complete the following fields:
a. Summary: Transaction Denied
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: CS Print
f. Case: New
g. Status: New (Resolved if this is fixed immediately)
h. Group: Public Computing Services
i. Individual: (Select your name if Resolved, leave blank if not resolved)
j. Login: Enter the Online ID of the person you are helping
k. Source: In Person
l. Impact: Low
m. Save
This will create the ticket. If you solve the problem (example, determine the student has
no money on their card), Resolve the ticket with the correct Solution. However, if you
cannot determine what the problem is, leave the ticket open, so that Tom can read the
problem, and contact the person directly, or hand it over to the Help Desk.
Supplies
Create tickets for any supplies following these steps (toner, paper, other necessary items):
1. Create Request
2. Complete the following fields:
a. Summary: Location, supply needed
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Facilities
f. Case Type: Request
g. Status: New
h. Group: Public Computing Services
i. Individual: Leave blank
j. Source: In Person
k. Impact: Low
l. Urgency: Low
m. Login: Enter your login
n. Save.
Revised October 2007
This will open a ticket for Tom to see. Remember: report when you have opened the last
box of paper, or when there is only one toner remaining.
Accounts
Use these steps when working on the following problems: changing or synching
passwords, managing Online ID’s, Online Services, or Authentication issues on KYou
Portal, E & P, or logging into computers.
1. Create Request
2. Complete the following fields:
a. Summary: What you are doing (see above), or system you cannot log into
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Other
f. Case Type: Incident
g. Status: New
h. Group: Public Computing Services
i. Individual: Select your name
j. Login: Enter the students Online ID
k. Source: In Person
l. Impact: Low
m. Save.
If this is something you can fix, such as changing a password, or setting up an Online ID,
Resolve the ticket with the appropriate solution. However if the problem is not solved,
leave the ticket open, so that Tom can route the Ticket to the appropriate area for solution.
IMPORTANT: if the ticket is not resolved, YOU MUST complete the Requestor
information with email AND phone number.
Networking
There are two distinct areas of networking that you usually see in the labs: Wireless
problems, and HOME domain not available. Use these steps:
1. Create Ticket – HOME Domain
2. Complete the following fields:
a. Summary: Computer Name, location, problem
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Other
f. Case Type: Incident
g. Status: New
h. Group: Public Computing Services
Revised October 2007
i.
j.
k.
l.
m.
Individual: Leave blank
Login: unknown-KU
Source: In Person
Impact: Low
Save.
Tom will get this ticket and fix the problem.
1. Create Ticket – Wireless
2. Complete the following fields:
a. Summary: Location, whose laptop, problem
b. Description: Repeat Summary, any additional information
c. Category: Computer & Server Maintenance
d. Type: Lab Management
e. Item: Other
f. Case Type: Incident
g. Status: New
h. Group: Public Computing Services
i. Individual: (Select Your name if resolved, leave blank if not)
j. Login: Roderick
k. Source: In Person
l. Impact: Low
m. Save.
If you fix the problem, Resolve the ticket with the appropriate Solution.
Revised October 2007
Amended Spring 2007 – Two weeks after implementation
After nearly two weeks of using Remedy, things seem to be running smoothly. Now that
I have had a chance to go through many of the tickets and see how the process is running,
I’ve asked many of you questions as to how you (the staff) think this is working. Along
the way I’ve compiled a list of questions (when and what should I be reporting), as well
as things I’ve noticed on the tickets that need clarification. So here, in no order, are the
issues I’ve compiled. Please read through them all, and I’ll add them to the end of the
Remedy Document found on the CA Staff website.
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When working with an account issue (for example: not being able to login to
computers, or changing passwords), remember to enter the students’ name for the
Requestor. In addition to that, when the form auto-populates their information in
the boxes, make sure that a phone number and email are listed. If they are not
listed, ask the student for that information, and enter it in. In one case this week,
a student could not log in. The staff correctly put this student as the Requestor,
however there was no information that populated the form, so we could not
contact this student to help them.
Using the VNC to print: any time that you push a print job through the VNC
system, it means there was a problem, and it should have been written up in
Remedy. I’ve seen the VNC come on many times, however there are no tickets
saying there was a printing problem. When a print job is pushed through, the
students’ name should be in the Requestor information, so that I can cross
reference with the print log file.
Look at the main Remedy page for information on previous tickets. For example,
this week I received two tickets saying the Union was almost out of paper. The
second person should have looked in the list of incidents on the main page, and
saw that there was already one ticket created. Any time that you submit for a
broken computer, or something that would not be fixed immediately, please check
the list. If you want, you can amend these tickets. For example, if the printer in
Budig is down, and you see another ticket already created, you can open that
ticket and write in the Work Log on the Activity tab that a second request by
yourself is being made for this machine.
Do not create a ticket for refilling the paper trays on the printers, or printing off
schedules for the labs. Your daily responsibilities do not need tickets.
I’ve also been asked to clarify why we are now doing this. Here are the answers written
out for you.
 Evaluations – I will check before your evaluation to see what types of situations
you have handled in the labs, and how you handled them. We’ll discuss some of
these situations at that time. It also shows me the amount of work, and the type of
work you are doing in the labs. I understand that you may only get one question
early in the morning on the weekends, but if I find in a whole year, you’ve only
entered 50 tickets… that will be suspicious, because in the past, according to the
data we kept, there were anywhere from 20 to 100+ questions per day.
Revised October 2007
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Work flow – These tickets give me an idea of the problems in the labs, and if they
need to be sent up the line because of a larger problem. For example, early this
year (Spring 2007) we have had a large number of tickets created by staff saying
that a person cannot login to a computer, but can get into the Portal or E&P. This
says there is a larger problem that needs to be fixed. Remedy is also what the
entire IT Department uses for work, so it is much easier for me to send tickets to
other departments once you create them, instead of me tracking you down to get
information. And since the system was already in place, we adopted it.
Data gathering – When someone comes to me and asks, ‘What does your staff do?’
or ‘How often do you see this problem in the labs?’ I now have concrete data that
I can share with anyone who asks. This could be the libraries, it could the Vice
Provost. Remedy gives us specific information for data gathering, rather than in
the past with just numbers of questions asked in broad categories.
Upgrading – Being a technology department, I believe all information should be
electronic. One thing that I wanted to do is get rid of the paper checklists and
counters that staff kept. A lot of the time, staff would forget these counters
anyway. By moving to Remedy, we can get rid of the question counter (see
above for why as well).