| A Newsletter about Remedy at NC State University | April 2001 |
In This Issue:
Windows Client 4.5 Testing
We have finally identified and corrected the problem that was preventing the NC State Remedy implementation from functioning correctly with the latest Remedy Windows client, version 4.5.2.
Testing will continue, and once we have satisfied ourselves that it is OK, we will offer it via the NAL. If you choose to install this client locally, and discover any problems with it, please let us know.
You can download the client fron the Remedy Download Page or from the NC State Remedy Project Page.
With the advent of Remedy Customer Satisfaction Surveys (see article below), it has become necessary to have a place in which to put our "unwanted" Remedy calls. We have created the TRASH workgroup as a repository for unsolicited email offers (SPAM) that are increasingly making their way into our various workgroups.
Please note that this workgroup is NOT the place to put calls from our real customers who are complaining about SPAM... it is just for Remedy SPAM. Do not place calls from "real" customers in the TRASH workgroup. There are no escalations, notifications or acknowledgements on this workgroup, and no one is watching what goes into this workgroup.
We have finished the initial development work on a Customer Satisfaction Survey system for Remedy. The idea was to develop a system that would allow us to survey our customers to determine their level of satisfaction with the services that we (as campus support organizations) are providing.
This how it is implemented:
- Each workgroup has two new fields: "survey %" and "survey version".
- For your workgroup, we can specify the percentage of your calls that you would like to offer surveys for. We can also offer workgroup specific surveys, but I would like to minimize the number of different survey versions.
- Introductory information about the call
- A series of one or more questions with a five-choice response
- A text box for entering comments
- A "Do you want someone to call you about this?" checkbox
- Customer phone and email if available from the call or customer record
After the specified delay, an email like the following is sent to the customer:
Date: Fri, 9 Mar 2001 21:09:23 -0500 (EST)
To: nlil@ncsu.edu
Reply-To: help@ncsu.edu
Subject: Call 260482: can't log in
----------------------------------------------------------------------
Regarding: Call 260482: can't log in
Reported: Thu Feb 1 10:49:10 2001
Resolved: Fri Mar 9 21:07:41 2001
Assigned: TEST Workgroup
Priority: Medium
Origin: Phone
Impact: Individual
Status: Closed
----------------------------------------------------------------------
The service request referenced above has been closed by a
member of the TEST workgroup. In an effort to improve
our customer support, we invite you to complete a short
satisfaction survey at:
http://help.ncsu.edu/services/survey/survey.pl?callid=260482
If this request has been closed in error, please reply to this
email with additional information.
Thanks!
----------------------------------------------------------------------
The results of the survey end up in the Remedy "Survey" form. You can search
for and report on surveys by workgroup, call id or survey id.
There are two new events that we can notify you about with respect to surveys. Remedy can send you a notification (email, pager or notifier) when a customer checks the "call me about this" checkbox, or if the response to any of the survey questions is below average. These are optional, but one would presume that if you were offering surveys, you would want to followup if the customer requested it.
My personal opinion is that the survey should be brief and easy to complete, or else folks will not bother with it unless they are really upset. While I agree that it is important to know when they are upset, it would be nice to get some satisfied customers responses too.
If this sounds like something that your workgroup may be interested in taking advantage of, please contact the manager of your workgroup, or the campus Remedy Administrators.
Continuing in April, ITD will be offering monthly Remedy training. The first Thursday of each month from 9:00 - 11:00 AM will be the designated time. The training will take place at the IT training facility in the Avent Ferry Convention Center. We will alternate monthly between "Introduction to Remedy at NC State" and "Advanced Topics", continuing with an Introduction to Remedy on April 5. The training is open to any NC State Remedy user, at no cost and with no preregistration required.
Special training sessions can be arranged as requested. Please contact the campus Remedy Administrators to make these arrangements.
Miscellaneous Enhancements and Bug Fixes
-
Notifier Notifications - Made minor changes to the format of
the message accompanying Dormant and NCO Notifier notifications so
that the name of the workgroup is now included in the message. (2/22/01)
-
Threaded Email - Made minor changes to the format of the email
headers that are produced when Remedy sends email so that the messages
will "thread" correctly. This allows appropriately configured email
readers to group related email messages together, and in the correct
sequence. (3/1/01)
-
Email Reply Address - Modified internal workflow to select original sender's email address
as the default "reply-to:" address for calls originating via email.
(3/17/01)
- Customer Email Addresses - Made changes to the import process that is used to create the Remedy customer database. The email addresses are now forced to lower-case as the database is created. Previously, mixed-case email addresses were not allowing for reliable linking of the call to the correct customer when the calls were received via email. This change will result in more consistent linking for calls received via email. (3/20/01)
- Broadcast facility to convey critical information to logged-in Remedy users
- Support for attachments in Remedy