Remedy Service Management Interface Beth Slade If you

Remedy Service Management Interface Beth Slade If you wish to join us by telephone please do so on the following number: Telephone: 0203 -751 -5680 | Conference ID: 1392469

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up Welcome to the Remedy Service Management Interface webinar 1. 0 REC ?

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up Today’s agenda Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up

Introduction Overview Raising Incidents Overview of the full service desk: • 24 x 7 x 365 operation • Integrated second line support • Self Service capability • Same contact details as today Raising Requests Viewing Open Tickets Wrap-up

Introduction 1. 2. 3. 4. 5. 6. Overview Raising Incidents Select Service Management menu Select Remedy You will be presented with the Remedy Service Management Interface Enter Username Enter Password Select Log In Raising Requests Viewing Open Tickets Wrap-up

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up You should raise an incident when you have an issue with something; something is broken or not working as expected. 1. 2. Demonstration: Raising an Incident Click on the Issue with Something link You will be presented with four subcategories as follows: a) CMOS Connectivity Issue b) CMOS Issue c) CMOS Performance Issue d) Something Else

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up You should raise an request when you need something new or an alteration to something. 1. 2. Demonstration: Raising an Request Click on the Request Something link You will be presented with five subcategories as follows: a) Default Channel Amendment b) Archived Jaspersoft Reports c) Remove / Create Remedy Authorised User d) Request for a new/other report e) Something Else

Overview Introduction Raising Incidents Raising Requests Viewing Open Tickets Wrap-up 1. 2 1 2. 3 3. 4 4. The new incident or request raised will be shown at the top of the console. You will note the request ID – this can be used in all communications with the Service Desk if you need to speak to a support analyst. The relevant status of the request can be shown – this can be changed using the drop down options. The number of open tickets will be shown in the left hand menu. Any working entries – added by support teams or yourself will be shown in the Activity Log box.

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up 1. 1 Demonstration: Viewing Open Tickets To add an entry to the Activity Log select the Activity Log tab.

Introduction Overview Raising Incidents Raising Requests Viewing Open Tickets Wrap-up Today we covered the following: • Overview of the service desk and the Service Management Interface • Navigating to the Service Management Interface • Raising Incidents in the Service Management Interface • Raising Requests in the Service Management Interface • Viewing open Incidents and Requests Further information: • Both the Wholesaler and Retailer User Manuals will be updated providing more detail

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