Accessing the ITS Remedy Help Desk System to Report Technical Problems

Prepared by:

Matthew Blunk

Dawn Wayment

Gene Puckett

Last Updated:

October 26, 2005

Accessing the ITS Remedy Help Desk to Report Technical Problems

Customers can report technical problems or submit requests through the ITS Help Desk by telephone, through the web, or via live chat.

Phone:

  • Customers can reach the ITS Help Desk by calling 538-3440 or 1-800-678-3440.
  • If all ITS Customer Service Representatives (CSR) are busy, customers have the option to leave a voice mail or stay on the line.

On-Line:

  • Customers may also report problems or submit requests online at
  • When the page opens, select “Report a Problem” from the left hand navigation bar.
  • The problem or request will be documented and tracked in the ITS Remedy Help Desk System.

Customers are given initial call-back time targets for problems based on problem priority. (Targets are not given for requests).

  • Urgent Priority, 30 clock minutes
  • High Priority, 1 clock hour
  • Medium Priority, 2 business hours
  • Low Priority, 2 business hours

ITS CSRs dispatch tickets to appropriate technical support groups in “Assigned” status. Ticket Managers in each group are responsible for assigning problems to specific individual group members. Once a technician is assigned, he or she will begin work on the problem, change the ticket status to “Work in Progress”, and contact the customer.

During problem resolution or request fulfillment, customers will be updated periodically regarding progress. Customers can also view their own tickets in the Remedy Help Desk system via the web.

Step By Step Instructions For Accessing The ITS Remedy Help Desk System To Report technical Problems or Submit Requests:

Open a browser and, in the address field, type in Press “ENTER” or click on “GO”.

This will bring up the ITS Home Page as shown below. On the left navigation bar, on the home page, locate and click on “Report a Problem”.

You should now be on the ITS Customer Support Center page. You have several options from which to select under “CONTACT THE CUSTOMER SUPPORT CENTER” in the center of this page. See screenshot below:

  • Telephone: Customer Support Center or ITS Help Desk numbers are shown if you

wish to submit a problem by phone.

  • Live Chat: Selecting this option will open a Live Chat window with a ITS

Customer Service Representative.

Just type in your name, email address, your question, and click “CHAT”. A CSR will respond to your question in real time. Based on the chat content, the CSR will resolve the problem, direct the customer to other resources, or open a problem or request case in the Remedy Help Desk System.

  • Online: Here is where you can submit computer problems directly through the ITS Remedy Help Desk System. When you click to submit a computer problem online, the Utah Master Directory (UMD) login screen appears. This is the same login you have used when accessing the Department’s Intranet. Enter your email address and Network password.

Once you have authenticated through the UMD, it takes you to the Remedy Mid Tier 6.3 login. When logging in to this system, you will need to use your full name and it will need to be in all capital letters. Tab to the Password field and enter your network password. See screenshot below:

***NOTE*** A profile for you probably has already been created in the Remedy System.

If for some reason a profile does not exist, you may be asked to call the ITS

Help Desk to create one.

After a successful login to the Remedy System, you are offered selections to “Submit a NewProblem or Request” or to “View and Manage Your Recent Problems or Requests”. See Screenshot below:

When you select “Submit a New Problem or Request”, it takes you to a page where you can enter your problem or request. See screenshot below:

Selections on this screen include:

  • Case Type Definitions. Select this and it will bring up the ITS definition of a

“Problem” or a “Request”.

  • Urgency Guidelines. Selecting this displays the different levels of urgency from

“Low” to “Urgent” with a brief explanation of each.

  • Urgency. A dropdown is provided for you to select the level of urgency.

  • Summary. This is where you can provide a brief summary of the problem.

(i.e. Can’t Print, GroupWise, etc) The dropdown arrow on the right allows

you to select a pre-set type of problem.

  • Details. Here you can go into details of your problem or request. For example, tell what you were trying to do, document error messages received, describe other symptoms, etc. Please try to be a specific as possible so the technician can quickly determine the cause and the correct solution.
  • Attachments. If you click in the “Attachment” window (lower right side), an “Add”

button will appear where you can add documents, screenshots of error

messages, etc. Please note the attachment size is limited to 2 MB.

Once you have filled in these fields, click on “Save” to submit the problem or request. This will bring up a window letting you know the request was successfully submitted.

You may review progress on problems or requests you have submitted by returning to the Customer Support Center page at any time. Select View and Manage Your Recent Problems or Requests and a list of your recent tickets will be displayed. Simply click on the one you wish to review.

***NOTE*** The following important information is provided at the bottom of the

screen when submitting a problem or request:

DuringITSbusinesshours(7:30a.m.to5:30p.m.MondaythroughFriday),
yourproblemwilltypicallybedispatchedwithin15minutesofreceipt.
ProblemsreportedviatheInternetoutsidebusinesshoursaretypicallydispatchedthenextbusinessday.
HoursforagenciesotherthanITSmaybeslightlydifferent.
Ifitisoutsidebusinesshoursandyourproblemrequiresimmediateattention,
pleaseentertheticketandthencalltheCustomerSupportCenterat
801-538-3440or800-678-3440.

1