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1 PRMS

2 PRMS Concepts Categorisation Tree Ticket Progression Tickets Creation Assignment Groups Notifications to the Users

3 Categorisation Tree DOMAIN CATEGORY TYPE ITEM Desktop Support AIS Support AS Application Domain Management ASIS Support ASIS Support ASIS Support ASIS Support ASIS Support Databases IT Extensions Notification Other IT Services Remedy Support ITCM Problem Management Rental PC Inbox Reminders User Support SDT Support Other SLA Security PRMS Shift Technical Technical Support Technical Support Support System Administration Unix Workstation Registration ASIS Support ASIS Support ASIS Support ASIS Support Solutions

4 Ticket Progression HelpDesk Automatic after 5 days NEW ASSIGNED OPEN FIXED CLOSED SPAM ON HOLD request for information last request for information expert currently unavailable scheduled intervention waiting for parts sent to external analyst work at external company

5 Ticket Creation Desktop Support Helpdesk New/ Returned inbox Remedy Support Inbox inbox IT Services Oracle 01. Dispatch Physics-Database. Database Physics Applications Dispatch

6 Assignment Groups Remedy Support Remedy-Support IT Services Database Oracle Physics Applications Oracle-Support Oracle-Physics Oracle-Physics Dirk D. Eva Giacomo Ioannis Katarzyna Radovan Andrea Dirk G. Marcin Miguel Jacek

7 Automatic Assignment Remedy-Support Remedy Support Servers PRMS sunar01 other Notification Reminders SLA Carlos Carlos Fabio Nicole Petr Vincent IT Services BIS-Managers David Batch & Interactive Services Jan Miroslav Pete Tim Thorsten Ulrich Veronique Vlado

8 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 related to 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: 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.

9 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 name IT Services / Remedy-category (Cc: s-in-copy-reply-to) *************************************************************************** * Please note: you can reply to this 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: * * * * * ***************************************************************************

10 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 name IT Services / Remedy-category (Cc: s-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 : * * * * * ***************************************************************************

11 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 using the "Reply" option of your mailer. Best Regards, support staff name IT Services / Remedy-category (Cc: s-in-copy-reply-to) You may follow the progress of this case using the url:

12 Notifications - On Hold Last Request request for information Subject: CTnnnnnn SUSPENDU [original mail subject] Cher user name, Il Voici semble une que mise nous à jour n'avons de votre pas reçu demande réponse (numéro: à CTnnnnnnn). notre dernier message, ou bien la Nous confirmation avons besoin que de cela plus vous d'informations a permis de pour trouver répondre une solution. à votre requête: text-in-reply (written by support staff) Au Pour cas communiquer où nous avons directement manqué votre avec réponse la personne veuillez du support accepter concernée nos excuses. veuillez Si vous répondre ne répondez à ce message pas dans en utilisant les 48 heures l'option nous «estimerons Reply» de que votre vous client n'avez deplus besoin messagerie. d'aide et nous fermerons ce ticket. Cordialement, support staff name IT Services / Remedy-category (Cc: s-in-copy-reply-to) Vous pouvez consulter la progression de ce ticket à l'url :

13 Working with Remedy Remedy Server Remedy Accounts Remedy User Tool Web Interface Mail Interface

14 Remedy Server central database escalations filters Remedy Server PRMS ITCM HMS API sunar01 User Tool active links Web Interface X PRMS Display Web Page PRMS Mail Interface

15 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

16 Remedy User Tool Windows native client get it from frequent bug-fix releases we 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

17 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

18 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

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