PRMS

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PRMS

• http//cern.ch/remedy

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PRMS Concepts

• Categorisation Tree
• Ticket Progression
• Tickets Creation
• Assignment Groups
• Notifications to the Users

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Categorisation Tree
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Ticket Progression
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Ticket Creation
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Assignment Groups
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Automatic Assignment
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Notifications - New
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Notifications - Fixed
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Notifications - Fixed Update
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Notifications - Open
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Notifications - On Hold
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Working with Remedy

• Remedy Server
• Remedy Accounts
• Remedy User Tool
• Web Interface
• Mail Interface

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Remedy Server
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Remedy Accounts

• Standard User Registration procedure
• processed automatically, default privileges
• Independent password (not NICE or AFS)
• if your forget it, ask the helpdesk to reset it
• Has to be added to Notification Groups
• by the domain manager or the group owner

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Remedy User Tool

• Windows native client
• get it from http//cern.ch/remedy
• frequent bug-fix releases
• we only tell to use the latest version to new
  users or people reporting a problem with the
  application
• maybe in the Terminal Service after the Summer

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Web Interface

• Less features, worse performance, but...
• runs in more platforms
• in Linux or Solaris use Mozilla with Java 1.4
• doesnt require installation
• can be used from outside CERN
• URL in mail notifications point directly to the
  ticket
• its being improved in each new Remedy release

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Mail Interface

• The assignee (or the group) is notified when...
• a ticket is assigned to the person (or group)
• and when its reassigned to another person (or
  group)
• there is an update (a user reply or a mailer
  error)
• there is an SLA alarm
• Replying with a keyword in the subject you can...
• REPLY, FIX or REOPEN a case
• the content will be sent to the user, REPLY will
  assign the case to you
• return to the HELPDESK or classify as SPAM
• add INFO to the worklog without replying to the
  user