User Service Request
User Service Restoration
Place the incident into a resolved status and then validate that the operational categories are correct.
Call the customer and get approval to resolve the incident and validate that the operational categories are correct.
Resolve the incident and then go back to work.
They are the same and can be used interchangeably.
Infrastructure Restorations are system generated alerts that feed Remedy.
Infrastructure Restoration is similar to a User Service Restoration, but applies to systems i.e. servers, routers, network applications, etc.
Open a previous incident that you have resolved, go to File, Select All, copy, and paste into a new incident.
Open a previous incident that you have resolved, go to Edit, select "Copy to New."
Get your supervisor to do it.
Prior to changing the status from Assigned to Work in Progress and prior to Resolving the incident.
Anytime after work has begun on the customer's incident.
After the incident has been closed to make sure the customer knows that the work has been completed.
Low, 6 business hours; Medium, 4 business hours; High, 3 clock hours; Critical 3 clock hours
Low, 4 business hours; Medium, 3 business hours; High, 2 clock hours; Critical 1 clock hour
Low, 6 business hours; Medium, 4 business hours; High, 2 clock hours; Critical, 1 clock hour
All of the above
Call Debbie on the phone and she will walk you through the steps.
In Remedy, bring up the incident that you want to relate to the new incident, select the Relationships tab, select Incident under Request Type drop down menu, then press the create button.
Ask your supervisor and he/she will walk you through the steps.
Low, 2 business hours, Medium, 1 business hour; High 2 clock hours; Critical 1 clock hour
The same as the Resolution Time metrics identified above.
Low, 1 business hour; Medium, 1 business hour; High, 1 clock hour; Critical, 30 clock minutes
When you feel like it.
Each time an event takes place while working on the incident.
Only when the customer asks.
Knock Your Socks Off Customer Service
Increased Customer Service: Would You Like Fries with That?
Support Anywhere Anytime
Customer Service: What Do You Have in Your Wallet
Client Management System; Bomgar Remote Desktop Control; and a Level 2 Service Desk across the enterprise
Inventory Management; Client Management System; Desktop Standardization
Desktop Standardization; Desktop Virtualization; Inventory Management
Client Management System; Desktop Virtualization Pilot; Enterprise Help Desk
4.2 on a scale of 0-5.
4.5 on a scale of 0-5.
5.0 on a scale of 0-5