Procedures for Manual Tickets
When To Use:
A manual help desk ticket should be used for the following Remedy events:
1. Saving client information to Remedy forms takes too long.
2. Timeout errors appear after saving changes and takes too long stating “the Oracle
database is unavailable”
3. Insufficient users write privilege to a specific field in a ticket.
4. Application keeps erroring out. Example: Aruser.exe has performed an illegal
operation and will be shutdown. In this case, the only option is to close and restart
the application.
5. Remedy new releases and upgrades make the database unavailable to users.
Why To Use:
Manual tickets are a replacement of your PC’s Remedy application when Remedy is unavailable.
In the event Remedy is unavailable the manual help desk ticket will be completed and moved
and update manual to reflect the ticket path and status based on the priority of the ticket.
How To Use:
The manual Remedy ticket has been created to resemble the text content of the Remedy
Application forms. The following steps should be taken in the event a manual Remedy ticket is
needed:
1. After receiving a call or email from a client requesting support complete the
top portion of the ticket under Manual Remedy Ticket. Note the “Temporary
Ticket Number” this is the temporary ticket number you will give to the client until
the Remedy Application is available and an ticket can be created and assigned a new
number for the clients case.
2 Under the section Ticket Type & Priority complete all tested fields. Be sure to get as
much information from the client as possible into the ticket description in order facilitate
the troubleshooting and resolution of the
ticket.
3 The Ticket Assignment section will be filled out by hosting or the help desk based on
the client event path (hosting, application, other) this may also include ticket
resolution.
4 For all communications with the customer use the Manual Remedy Tickets Work Log
sheet this sheet is used to document all client communications you my use multiple
sheets as need . Always complete required text Noting the temporary ticket
number assigned to the manual ticket used.
5 When Remedy is available give all manual tickets to the help desk facilitator for
enter into the Remedy system. Special attention needs to be given to dates, times
and reference to the manual Remedy ticket number given to the client when
updating the work log in order to accurately summarize the sequence of events that
occurred when Remedy was unavailable.
6 When Remedy is available again, fill out the “Remedy follow up” section on the
bottom of the temporary ticket page. Enter all information into Remedy, created the
tickets and notify all relevant persons of the Remedy case number that replaces the
temporary ticket number. Do not dispose of the Manual ticket. Put the complete
ones in the folder on the shelf behind the help desk.
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2/17/2016
Notify Operations Team (H1C).
Communicate outage to rest of Remedy users.
Have Ops team determine if the server needs to be
rebooted or if the responsible person needs to be
contacted.
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2/17/2016
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