Procedures for Manual Tickets
When To Use:
A manual help desk ticket should be used for the following Remedy events:
1. Saving client information to Remedy forms takes too long.
2. Timeout errors appear after saving changes and takes too long stating “the Oracle database is unavailable”
3. Insufficient users write privilege to a specific field in a ticket.
4. Application keeps erroring out. Example: Aruser.exe has performed an illegal operation and will be shutdown. In this case, the only option is to close and restart the application.
5. Remedy new releases and upgrades make the database unavailable to users.
Why To Use:
Manual tickets are a replacement of your PC’s Remedy application when Remedy is unavailable. In the event Remedy is unavailable the manual help desk ticket will be completed and moved and update manual to reflect the ticket path and status based on the priority of the ticket.
How To Use:
The manual Remedy ticket has been created to resemble the text content of the Remedy Application forms. The following steps should be taken in the event a manual Remedy ticket is needed:
1. After receiving a call or email from a client requesting support complete the
top portion of the ticket under Manual Remedy Ticket. Note the “Temporary Ticket Number” this is the temporary ticket number you will give to the client until the Remedy Application is available and an ticket can be created and assigned a new number for the clients case.
2 Under the section Ticket Type & Priority complete all tested fields. Be sure to get as much information from the client as possible into the ticket description in order facilitate the troubleshooting and resolution of the
ticket.
3 The Ticket Assignment section will be filled out by hosting or the help desk based on the client event path (hosting, application, other) this may also include ticket resolution.
4 For all communications with the customer use the Manual Remedy Tickets Work Log sheet this sheet is used to document all client communications you my use multiple sheets as need . Always complete required text Noting the temporary ticket number assigned to the manual ticket used.
5 When Remedy is available give all manual tickets to the help desk facilitator for enter into the Remedy system. Special attention needs to be given to dates, times and reference to the manual Remedy ticket number given to the client when updating the work log in order to accurately summarize the sequence of events that occurred when Remedy was unavailable.
6 When Remedy is available again, fill out the “Remedy follow up” section on the bottom of the temporary ticket page. Enter all information into Remedy, created the tickets and notify all relevant persons of the Remedy case number that replaces the temporary ticket number. Do not dispose of the Manual ticket. Put the complete ones in the folder on the shelf behind the help desk.
· Notify Operations Team (H1C).
· Communicate outage to rest of Remedy users.
· Have Ops team determine if the server needs to be rebooted or if the responsible person needs to be contacted.
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