Remedy HelpDesk Remedy HelpDesk

IACC Presentation

Technical Support GoalsTechnical Support Goals

Effectively track and respond to requestsImprove responsiveness by enhancing

communications campus-wideIncrease satisfaction by providing an easy

way to submit & check status of requestsImprove support by analyzing call

volumes, distribution and responsiveness

Remedy HelpDeskRemedy HelpDesk

Not just a “HelpDesk” systemTracking system for problems and

requests - computing relatedUsed by ITS and other technical support

groups: Currently - AFD, CLA, CAED Soon - CAGR, ESS, Others

Variety of requests in a variety of ways: Email, in person, phone, and now web!

Remedy HelpDeskRemedy HelpDesk

Automatic assignment of requests to support group based on:– Type of problem or request

– Requester’s department (faculty and staff)

Email notifications– To support staff (Assigned, Updated)

– To requesters (Submitted, Pending, Resolved)

Remedy HelpDeskRemedy HelpDesk

Chronological history of all activity– Detailed for support staff– Summary for requester

Track and report on:– Time spent by type of problem, group– Most common problems or requests– Overall time to resolve by type, etc.

Remedy HelpDeskRemedy HelpDesk

“Open” system– All requests can be accessed and updated by

all support staff– Requests easily transferred between groups– With the web interface, faculty and staff can

now submit, view and update their own requests

Remedy Web InterfaceRemedy Web Interface

Client Interface - Support StaffWeb Interface

– Design is simple, easy to use

– No Remedy knowledge required

– Currently: • Not available for students

• Not available on Macintosh platform - work in progress

Submit New RequestsSubmit New Requests

Simple statement of problem or requestAssesses impact and urgencyPre-defined common problemsCommon problems will soon have:

– Links to established web resources

– Simple responses or instructions

– Presentation of possible solutions

Web is an option, not a requirement

View Open RequestsView Open Requests

Ability to:– View the general status of open requests

regardless of how they were entered– Add information to a request– Change the urgency of the request– Re-open closed requests if the resolution is

not satisfactory

Where We Are Now…Where We Are Now…

About 100-150 Requests/day Web Interface - On the Help Desk web page:

• http://helpdesk.calpoly.edu/• “Submit/View a Request”

Remedy Support– http://remedy.calpoly.edu– Email to remedy@calpoly.edu– Call the ITS Help Desk: Ext. 6-7000

Where We’re Headed…Where We’re Headed…

Integrations - Site Licensing, Training, Software/Database Modifications, ???

Links to self-help resources / solutionsCustomer satisfaction surveysExtension to other technical support

groups on campusEnhanced reporting capabilities

Remedy Can Help You By...Remedy Can Help You By...

Making it easy to report a problem or submit a request - no need to know “who” supports “what”

Allowing you to submit or check on requests anytime:

– During off-hours

– From home or “on the road”

– When phones are busy or staff are out of the office Letting you “Cut and Paste” information into requests,

like error messages or text from email Keeping you informed - with email notifications