Transcription of Remedy Quick Start Guide - nyu.edu
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Remedy Quick Start Guide - nyu.edu
Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This Guide will introduce you to the basic layout and functions of Remedy , ac- quaint you with the steps you need to follow in order to complete common tasks, and provide you with a glossary of common Remedy terms and labels. Requests are submitted by NYU community members via phone, email, web, and walk-in, and are stored by Remedy as tickets. Using Remedy , analysts and other support staff create, modify, manage, and update these tickets, including all relevant information from Start to finish. This Guide focuses on tickets related to two types of requests or incidents : service restoration requests (for reinstatement or repair of an existing service) and service requests (for installation or implementation of a new service).
A. Customer tab 1. Enter the client’s NetID in the NetID field (Fig. 7, #1), then press the Enter/Return key on your keyboard. A new window will appear. Select the user role from the User Roles pull-down list, click the Search button and then click OK to
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