1- Sign emails sent to customers. This helps requesters understand they are not communicating with a black hole.
2- Guidance on Seeking Additional Requester Information
3- To reduce ticket mis-assignments:
- Work Info should be checked AND updated before re-routing a ticket. (This will help prevent incidents being routed back to the same group.)
- Do not route the ticket to a group it has already been routed to.
1- When there is an unplanned outage, let the Service Desk know (email email@example.com or call x2345) when a service you are responsible for are down AND when service is back up.
2 - When you call x2345 after hours to have someone paged
- Verify support level for a configuration item before paging Service Desk personnel (this is visible in Remedy to all Service Providers)
- Speak slowly and clearly when leaving a message, including your extension and email address.
- After leaving your message, you must hit the pound (#) key before hanging up.
3- Do not close your Remedy Tickets . This is done by Service Desk staff once you have resolved the ticket.
1- When working your Incident in the Remedy Tool, please set the Classification to the correct Service Type. (The default is "User Service Request.")
Doing this helps the Incident Manager better track what types of requests are coming in and improves the accuracy of Incident metrics. [ View Remedy screenshots to see how to set the Service Type]
2- When updating a ticket you are working on: Add Work Info, but do not update the summary or notes field. [ View Remedy screenshot ]
Service providers can now route mis-assigned tickets to other service provider groups rather than back to the Service Desk (or you can continue to route them to the Service Desk). Please add information in the "Work Info" form regarding why the additional routing is occurring.
Using “In Progress ” status
Once a ticket is assigned to you (or when you assign it to yourself) and you are beginning to work the ticket (even if you are only doing minor work or part of the work), move the ticket to "In Progress" status. This triggers an email to the requestor so they know the ticket is being addressed.
Using "Pending" status
Service Providers :
Once a ticket is assigned to you (and after updating status to "In Progress)," the "Pending" status should be used whenever you are waiting for an action outside your realm to occur. For instance:
- You're waiting for hardware to arrive.
- You're waiting for information you requested from another person.
If you receive no answer, the ITIL processes encourage calling the person when appropriate.
"Pending" status stops the Service Level Agreement (SLA) clock and provides for more accurate metrics, and it lets the user know what is occurring.
Be sure to update the status again to “In Progress” when work resumes.
Service Requesters :
You will receive an email when the ticket is moved to "Pending." (Please check to make sure there is no action expected from you, such as testing or confirmation.)
It's okay to send email if you haven't recieved an update in a reasonable amount of time. Responding to the email with the incident number in the subject line will ensure that your comment gets associated with the correct ticket.