Problem:

What information is needed to establish a new Remedy workgroup
and what options are available for the workgroup?


Solution:

The following information is requested when establishing a new Remedy
workgroup:

Workgroup name:
Workgroup purpose:
Workgroup manager contact name:
Workgroup manager contact email:
Workgroup members:

The following optional services are available for any Remedy workgroup:

Customer email acknowledgement -

   The Remedy system can deliver a customized email acknowledgement to
   the customer. These notifications are delivered if the call remains
   unowned after a specified interval of time. The notifications include
   a standard header containing information about the call followed by
   the workgroup specific text that you specify.

   A sample Remedy email acknowledgement can be found at:

   http://remedy.ncsu.edu/project/sample_ack.html
   
   To request this service, specify the time delay before sending the
   acknowledgement, and the workgroup specific text.

Workgroup member notifications -

   The Remedy system can deliver two types of notifications to help keep
   the members of a workgroup informed about calls in the workgroup:
   
   - No Call Owner - Workgroup members can be notified when no one has
   assumed ownership of a call for a specified period of time.
   
   - Dormant Call - Workgroup members can be notified when no activity
   has taken place on a call for a specified period of time.
   
   The notifications can be delivered to an email address, an email
   accessible pager, or using the Remedy notifier. More detailed
   information about workgroup member notifications can be found in
   Remedy solution #2438:

   http://help.ncsu.edu/solutions/all/2438.php

Customer satisfaction surveys -

   At the time that a call is closed (or solved), the Remedy system can
   queue an email invitation to the customer to complete a web-based
   customer satisfaction survey regarding the call. The invitation will
   be delivered to the customer after a specified period of time. You
   can specify the percentage of calls that should be offered the
   survey. The system will also notifiy specified workgroup members
   when an unsatisfactory survey is returned, or when a survey
   respondent has requested a "supervisor followup". Note that survey
   offers are not created for calls whose Origin field is set to
"Project"
   and for selected values of Product.

   You can view a sample survey at:
   
   http://help.ncsu.edu/services/survey.pl?callid=1254551
   
   More detailed information about Remedy customer satisfaction surveys
   can be found in April 2001 issue of the NC State Remedy Newsletter:
   
   http://remedy.ncsu.edu/project/news/2001_04.php#5
   
   To request this service, specify the percentage of calls that are to
   be surveyed, and the Remedy logins of the worgroup members who are to
   be notified about poor responses and followup requests.

Exposure of call text via "call status" web interface -

   To afford customers the opportunity to check the status of their
   Remedy calls, the "call status" web interface is provided at:
   
   http://help.ncsu.edu/myhelp.php
   
   This is available for all calls, in any workgroup. The status
   interface returns basic information about the call, but does not
   include any information about the call owner (if the call has an owner).
   Optionally, the Remedy system can also show the
   full text of the call through the call status web interface. The following
   three levels of exposure are offered:

   1. The call text is not exposed.
   2. The call text is exposed, but only to the customer of the call after
        they have WRAP authenticated.
   3. The call text is exposed to anyone who accesses the call.
   
   To request this service, specify the level of exposure and the starting
   date. Calls created after the specified date will have their call text
displayed.
   Calls created before the specified date will not have their call text
displayed.

Custom "From:" address on outbound email -

   When email is sent to a customer using the Remedy client, the
   From: address in the headers will be:

      From:  "The Help Desk <help@ncsu.edu>"

   by default. If you would prefer that email sent to customers from your
   workgroup contain a different From: address, simply specify the
   preferred address. Note that the specified address should resolve to
   the address of the Remedy system, in the event that the customer's
   email system chooses to use the From address as the Reply-To.

Custom "@ncsu.edu" alias -

   If you already have an "@ncsu.edu" email alias that you currently
   use for support, it can be redirected into your workgroup. If you
   would like to have an "@ncsu.edu" alias, let us know and we will
   establish it for you.

Product Required -

Some workgroup managers use the Remedy Product designations for reporting.
In this case, they often want to require that a product be specified for
every call in their workgroup. Please indicate if a product specification
should be required for calls in this workgroup. The default is "No".