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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