PRMS

http://cern.ch/remedy

PRMS Concepts

Categorisation Tree

Ticket Progression

Tickets Creation

Assignment Groups

Notifications to the Users

Categorisation Tree

Ticket Progression

request for informationlast request for informationexpert currently unavailable

scheduled interventionwaiting for parts

sent to external analystwork at external company

Ticket Creation

Assignment Groups

Automatic Assignment

Notifications - New

Subject: CTnnnn REGISTERED [original mail subject]

Dear user name,

Your request has been registered into the IT Problem Tracking System with the ticket number: CTnnnnnnn. Please use this reply address, quoting ticket number: CTnnnnnnn for all future communication relatedto this query. You will receive further information once the support person examines your request.

Regards,IT User Assistance Team

=======================================================================For reference, here is your original request:

Subject: text-in-Summary

text-in-Details

=======================================================================

Please note: you may follow the progress of this ticket at any time, at URL: http://cern.ch/helpdesk/problem/CTnnnnnn. Should you wish to escalate this request you may contact manager-on-duty. He/she will not provide a solution but can ensure the follow-up with the person(s) concerned in IT Services.

Notifications - Fixed

Subject: CTnnnnnn ANSWERED [original mail subject]

Dear user name,

Here is our response to your problem report CTnnnnnn (Subject: text-in-summary)-------------------------------------------------------------------------------text-in-Reply (written by support staff)-------------------------------------------------------------------------------

Best Regards,support staff nameIT Services / Remedy-category

(Cc: emails-in-Copy-Reply-To)

**************************************************************************** Please note: you can reply to this email or give feedback on the ** treatment of your problem by using the "Reply" option of your mailer. ** Otherwise the case will be automatically closed in 5 days. ** * * You can see all case details at URL: ** http://cern.ch/helpdesk/problem/CTnnnnnn ** ****************************************************************************

Notifications - Fixed Update

Subject: CTnnnnnn REPONSE ACTUALISEE [original mail subject]

Cher user name,

Voici une mise à jour de notre réponse à votre demande avec le numéro de ticket CTnnnnnnn (sujet : text-in-summary) :-------------------------------------------------------------------------------text-in-Reply (written by support staff)-------------------------------------------------------------------------------

Cordialement,support staff nameIT Services / Remedy-category

(Cc: emails-in-Copy-Reply-To)

**************************************************************************** Veuillez noter que vous pouvez répondre à ce message ou bien donner des ** commentaires sur la façon dont le problème a été traité en utilisant ** l'option « Reply » de votre client de messagerie. Sinon ce cas sera ** fermé automatiquement dans 5 jours. ** ** Vous pouvez consulter la progression de ce ticket à l'url : ** http://cern.ch/helpdesk/problem/CTnnnnnnn ** ****************************************************************************

Notifications - Open

Subject: CTnnnnnn UPDATED [original mail subject]

Dear user name,

This is a follow up to your request (problem report CTnnnnnn):-------------------------------------------------------------------------------text-in-Reply (written by support staff)-------------------------------------------------------------------------------To communicate directly to the support staff concerned please reply to this e-mail using the "Reply" option of your mailer.

Best Regards,support staff nameIT Services / Remedy-category

(Cc: emails-in-Copy-Reply-To)

You may follow the progress of this case using the url: http://cern.ch/helpdesk/problem/CTnnnnnn

Notifications - On Hold

Subject: CTnnnnnn SUSPENDU [original mail subject]

Cher user name,

Voici une mise à jour de votre demande (numéro: CTnnnnnnn).Nous avons besoin de plus d'informations pour répondre à votre requête:-------------------------------------------------------------------------------text-in-Reply (written by support staff)-------------------------------------------------------------------------------Pour communiquer directement avec la personne du support concernée veuillezrépondre à ce message en utilisant l'option « Reply » de votre client demessagerie.

Cordialement,support staff nameIT Services / Remedy-category

(Cc: emails-in-Copy-Reply-To)

Vous pouvez consulter la progression de ce ticket à l'url : http://cern.ch/helpdesk/problem/CTnnnnnnn

Request for information

Working with Remedy

Remedy Server

Remedy Accounts

Remedy User Tool

Web Interface

Mail Interface

Remedy Server

Remedy Accounts

Standard User Registration procedure

processed automatically, default privileges

Independent password (not NICE or AFS)

if your forget it, ask the helpdesk to reset it

Has to be added to Notification Groups

by the domain manager or the group owner

Remedy User Tool

Windows native client

get it from http://cern.ch/remedy

frequent bug-fix releaseswe only tell to use the latest version to new

users or people reporting a problem with the application

maybe in the Terminal Service after the Summer

Web Interface

Less features, worse performance, but...

runs in more platforms

in Linux or Solaris use Mozilla with Java 1.4

doesn’t require installation

can be used from outside CERN

URL in mail notifications point directly to the ticket

it’s being improved in each new Remedy release

Mail Interface

The assignee (or the group) is notified when...

a ticket is assigned to the person (or group)

and when it’s reassigned to another person (or group)

there is an update (a user reply or a mailer error)

there is an SLA alarm

Replying with a keyword in the subject you can...

REPLY, FIX or REOPEN a case

the content will be sent to the user, REPLY will assign the case to you

return to the HELPDESK or classify as SPAM

add INFO to the worklog without replying to the user