Overview
Remedy Help Desk 5.5 is a forms-based case management system. To use it effectively, you must select the form you wish to use from the Console, such as the Help Desk Cases form. The Console acts as a "portal" to the application. Once the Console is opened, cases assigned to your Group are automatically displayed. The Console includes a Bulletin Board, used to display important system or service information.
There are two consoles that are part of Remedy Help Desk 5.5 and included in the May 2004 implementation:
     Support Console for HelpSU consultants, labeled IT Service Management Console
     Management Console (formerly referred to as ‘Queue Managers')
A future possibility is to implement the Requester Console for clients to search for solutions (via a knowledge base).
To get help using Remedy Help Desk 5.5, please submit a HelpSU request with the Request Category of Application-HelpSU. Additionally, see the HelpSU for Consultants section on the HelpSU site: http://www.stanford.edu/dept/itss/services/helpsu/consultants.html for the software download as well as step-by-step instructions to use Remedy Help Desk 5.5 (called job aids) and other information useful to Remedy users.

Definitions of Commonly Used Terms
Category, Type, Item (CTI)
    Category indicates the broad request grouping.
    Type indicates the narrower request grouping; Type options are based on the
Category selected.
    Item indicates the most specific request group; Item options are based on the Type selected. When creating a case for a Group other than your own, always indicate an Item of *General* which will enable the HelpSU individual to select the correct Item.

Group
The group assigned to work on a case. The CTI are mapped to this field.

Individual
The Support (HelpSU) Consultant associated with a case.

Login
The SUNet ID of the requester, or client.

Name
The requester's name; field format is Last name, First name. It is case sensitive. Example:
Stanford, Leland
NOT stanford, leland
[See the Searching job aid for tips on searching in the Name field.]

Notifications (to Clients)
An automatic notification is sent to a client from the HelpSU system when a HelpSU online request form is submitted. All other notifications (e.g., when a case is Resolved) must be manually done (see Reminders).

Reminders
Reminders is a feature that enables emails to be sent to clients. Additionally, reminders enables you to set a reminder for when the case should stop its Pending status by sending yourself an email.

Service
Indicates the problem category selected by the requester when submitting an online HelpSU request.

Status
Indicates the current disposition of a case. Options are:
     New = case created
    Assigned = case assigned to Group or Individual
    Work in Progress = case being actively worked
    Pending = case not actively being worked due to a specific reason; see Pending field to specify reason*
    Resolved = case resolved; no further work to be done and client aware of resolution
    Closed = client acknowledged case was resolved, OR 15 days have passed since case marked Resolved.

*Pending field options are:
    Parts = case is pending the receipt of specific equipment
    Requester Information = case is pending the requester providing needed information
    Problem = case is part of a larger problem, such as one logged via Code & Problem Tracker

Work Log
The Work Log field is a required field on a case form. The Work Log field is where all updates about that case are to be entered, so that anyone reviewing the case would understand the status of the case, what actions had been taken to date, and what is planned in the future if the case is not currently resolved. It is the diary of the case.

Function Key Commands
F1 = Remedy Help
F2 = Open New Case Form
F3 = Start New Search
F4 = [has no meaning]
F5 = Refresh*
*NOTE: Help Desk 5.5 does not automatically refresh and you cannot set it to do so.
    To refresh your Console, press the Refresh button under the Assigned Requests table. Or, right click on the Assigned Requests table and select Refresh.
    To refresh a search form when using it, press your F5 function key.

Comparison of Terms from Previous Version of Remedy to Remedy Help Desk 5.5 Terms
Previous Term Help Desk 5.5 New Term
HelpSU Ticket, Request Help Desk Case, Case
Email Notification Reminders
HelpSU Consultant HelpSU Individual
Problem Category, Description Category, Type, Item
Problem Description Description
School, Department, Location Region, Site, Department
Service Group Group
Severity
[no field for Severity; Request Impact is the closest
field to indicating a severity level]
Status: Open
Status: Assigned
Status: Working
Status: Hold
Status: Fixed
Status: Closed
Status: New
Status: Assigned to Individual or to Group
Status: Work in Progress
Status: Pending
Status: Resolved
Status: Closed
Submission Method Source
[SUNet ID; no field in Remedy] Login+ [for SUNet ID; all directory info autofills]
User Problem Category and
Operating System
User Request Category, Request Type, Operating System