Using the Remedy Requester Console

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Using the Remedy? Requester Console
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What is the Requester Console?

• The Requester Console is a quick and easy way for
  DOE staff to submit, view, update, cancel, and
  (in some cases) resolve their own requests.

• The Requester Console is a web based entry point
  that will replace the practice of emailing
  requests directly to IT staff or the Centralized
  Service Desk (CSD).

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Who Can Use the Requester Console?

• All DOE employees will eventually have access to
  use the Requester Console to submit, view, update
  and cancel their own requests.
• Initially, only Lotus Notes and PDE3 (OHR/CHAP)
  user requests will be supported.
• NOTE Future rollout for other application
  support may be noted in our DOE Memos and
  Notices, dated 02/05/2009, regarding the
  Centralized Service Desk (CSD).

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How Do I Access the Requester Console?

• Open your web browserInternet Explorer 6 is
  recommended.
• Login to the Centralized Service Desk (CSD) web
  site http//csd.k12.hi.us with your DOE Internet
  user name and password, then click on the Create
  Incident Ticket link.
• During later phases of this project, a Requester
  Console access point will be available on one or
  more DOE intranet sites.

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What are the Components of the Requester
Console?

• The Requester Console is made up of 3 main
  components

• The My Requests Console

• The New Request Form

• The Knowledge Base Search Results Area

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The My Requests Console
This table displays a list of all Incidents that
you previously created using the Requester
Console.
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The New Request Form
This form allows users to submit a quick ticket
for themselves, and to search the Knowledge Base
for possible solutions.
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The Knowledge Base Search Results Area
The Knowledge Base can be searched by keyword(s)
for possible solutions to your issueits a good
place to check before submitting your New Request
to the CSD.
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Lets Create a New Request!
This scenario is based on a actual request (only
the names have been changed to protect the
innocent)
Norma (Teacher)
Rachel (Tech Coordinator)
Sammy (CSD)
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Norma has a problem

• She wants to put in her attendance information,
  but cant log in to eSIS unfortunately the
  system keeps telling her that her certificate
  has expired.

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Norma contacts her Tech Coordinator,Rachel.
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• Rachel is not sure if the issue is related to
  eSIS or to Lotus Notes. She decides to send a
  request to the Centralized Service Desk for help.
  
• Rachel logs into the web and creates a Remedy
  ticket using the Requester Console.
• Internet Explorer (version 6) is recommended.

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She logs into the CSD web site at
http//csd.k12.hi.us with her DOE Internet user
name and password.
Then clicks on the Create Incident Ticket link,
to log into the Remedy Requester Console.
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Your Remedy login (User Name) will be the first
letter of your first name, and the first seven
letters of your last name, followed by the last 4
digits of your Employee ID number.
Your Remedy password will be the same as your
Internet password.
Step 1 On the Remedy Login Screen, she enters
her User Name (e.g. ratkinso4321). Step 2 Enters
her HIDOE Internet Password (e.g. book1234). Step
3 Clicks the Log In button.
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Step 4 From the IT Home page, she clicks on the
Requester Console quick link.
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Step 5a From the left navigation pane, she may
select Open or All to view her previously
submitted requests.
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Step 5b While in this screen, she double-clicks
on another ticket she previously submitted to
check on the status.
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Step 5c She clicks on the Request Details tab
to view the current status and see whos
currently assigned to work on this issue.
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Step 5d She may view the Work Info tab to view
the details entered about this pending issue, or
to add new work info/details to her existing
ticket for the technicians to review.
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Step 6 Back to Normas issue--Rachel proceeds
to submit a ticket for Norma by clicking on the
Create a New Request button.
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• Step 7 As the Requester, Rachel
• Verifies her contact information is current
• Selects the application area and the action
  requested in the Summary field
• Enters the details (no character limit) of
  Normas issue in the Notes field
• Selects the Urgency she feels is appropriate
• Enters the Date Required, if necessary
• Searches Knowledge Base for possible solutions
  to use and close her ticket (see next slide)

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Step 8 Click on Save, OK, then Close.
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Step 9 Click on Refresh to see your Request ID
(remember this for future reference).
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Step 10 Close your Requester Console, and
youre done!
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• The created service request was automatically
  sent to the HIDOE Centralized Service Desk.

Rachel shuts down her computer and goes on to
do some other work.
She thinks Maybe tomorrow will be a better day
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Immediately
Sammy is a member of the Centralized Service
Desk.
When he completes his current call, he sees
Rachels request on his Support Console.
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The CSD opens the ticket submitted by Rachel for
Normas issue, and reviews it for further
processing.
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The CSD reads the Notes for details, Assigns the
ticket to the appropriate group, and checks the
Knowledge Base for any additional (internal)
documentation on this issue.
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The CSD determines this is a Lotus Notes issue,
and makes the appropriate selection
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and Saves it, so it can be processed by the
Lotus Notes support section.
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• Rachel receives an email confirming that the
  Lotus Notes support section has received the
  request. She gives Norma a call and lets her know.

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They both think Maybe today is a good day after
all
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The Remedy? Requester Console

• Questions?
• Comments?
• Concerns?

Please visit our CSD web site at
http//csd.k12.hi.us OR Oahu users may call us
direct [phone] Neighbor Islands call
toll-free 8-1-808-377-8320