On August 14, 2006 Information Technology launched a new work order request system called Remedy.
The primary purpose of Remedy is to provide a centralized work order system for all computer related work requests. Key features provided by this system are:
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Notifies groups of support staff members via e-mail as soon as a new ticket is entered into the system and assigned to them.
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Notifies the requesting customer via e-mail when a new ticket is created, and when that ticket is placed in various states such as "Work in Progress, Pending, and Resolved." This will help us give you constant feedback as to the work that is being performed for you.
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Enables distributed support staff to quickly escalate problems to other IT staff where appropriate.
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Provides follow-up and escalation actions for problems that are not being resolved in a timely manner.
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Stores solutions to problems in a database allowing us quickly solve repeated problems.
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Enables customers to enter their own tickets in an interactive web form that is forwarded directly to their primary computer support staff (either the distributed area or the central helpdesk.
How to create a service request
There are several options for starting a work request for Information Technology:
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By double-clicking the "Help Desk" icon on your desktop - this will take you to the Remedy web system
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By going to the IT website - we have created a shortcut for you on the IT website.
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By calling the Help Desk at ext. 3644 - the help desk will be creating tickets for all work requests, allowing you the same communication and feedback on your work request
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By working with us, your College Computing Staff. in addition to submitting a work request, you can always call, email, or stop by our office at GH3280 to discuss the problem at hand.
