Larry,

We've implemented the process of sending e-mail messages to the customers
after the case/ticket has been closed at several different sites. The only
exception to this rule is for tickets that have been closed while the
customer was on the line (i.e., one call resolution scenarios don't get
e-mail messages sent out). Any ticket that remains open for any period of
time is sent an e-mail message informing them that the ticket was resolved.
We usually do this because we allow them three days to call back into the
support center before the ticket is closed. Since we usually recommend you
don't modify tickets once they've been closed, this gives the customer the
abilitiy to pursue the problem for 3 business days if the problem isn't
actually fixed.

We've also worked with customers that send out satisfaction surveys when
tickets are completed. They usually include the URL to the survey in the
message. As far as allowing customers to look at the trouble tickets, we
generally allow view access to any of the fields on the schema (there really
isn't any sensitive data on the tickets). The biggest point of contnetion
usually revolves around making the Diary/Work Log fields publically
viewable.

Hope this helps...

Derek

------------------------------------------------------------
Derek Berube, CIO
Venimex Consulting Services, Inc.
1530 Dunwoody Village Court
Suite 130
Atlanta, Georgia 30338
http://www.venimex.com/
770-730-9847
770-730-9856 FAX



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:ARSLIST@LISTSERV.ACSU.BUFFALO.EDU]On Behalf Of Bean, Larry
Sent: Friday, January 08, 1999 2:05 PM
To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
Subject: Emails upon ticket resolution


Greetings. I have more of a process than technical question. I'm looking
to determine whether many companies have Remedy automatically send an Email
when a ticket is set to "Resolved". When we implemented our system last
February, we built in the capability, but have not yet turned it on.
Management now believes they want the function, but since most of our
support teams verbally confirm resolution with customers, I hesitate to
start sending a couple hundred extra Emails per day.

Also, how many of you are sending customers an Email with a URL to the
ticket when they open a problem request? We've started sending the URL for
Customer Satisfaction surveys, and are exploring (possibly as an alternate
to email just at resolve time) sending the Email at ticket create time so
the customer can track status. For those who may do this, do your support
teams update a "clean" field with status / ETA info for the customer to see?
(we don't allow customers to view the Work Log currently - just Description
and Solution Summary).

Thanks for any input!

Larry Bean
Enterprise Systems Management
Hershey Foods Corporation.

Greetings. I have more of a process than technical question. I'm looking
to determine whether many companies have Remedy automatically send an Email
when a ticket is set to "Resolved". When we implemented our system last
February, we built in the capability, but have not yet turned it on.
Management now believes they want the function, but since most of our
support teams verbally confirm resolution with customers, I hesitate to
start sending a couple hundred extra Emails per day.

Also, how many of you are sending customers an Email with a URL to the
ticket when they open a problem request? We've started sending the URL for
Customer Satisfaction surveys, and are exploring (possibly as an alternate
to email just at resolve time) sending the Email at ticket create time so
the customer can track status. For those who may do this, do your support
teams update a "clean" field with status / ETA info for the customer to see?
(we don't allow customers to view the Work Log currently - just Description
and Solution Summary).

Thanks for any input!

Larry Bean
Enterprise Systems Management
Hershey Foods Corporation.

I am going to send surveys on closure but only for tickets that require our external support. Our helpdesk logs calls in another schema (quick calls) and they will not be sent a survey.

>>> "Bean, Larry" 01/08 10:04 AM >>>
Greetings. I have more of a process than technical question. I'm looking
to determine whether many companies have Remedy automatically send an Email
when a ticket is set to "Resolved". When we implemented our system last
February, we built in the capability, but have not yet turned it on.
Management now believes they want the function, but since most of our
support teams verbally confirm resolution with customers, I hesitate to
start sending a couple hundred extra Emails per day.

Also, how many of you are sending customers an Email with a URL to the
ticket when they open a problem request? We've started sending the URL for
Customer Satisfaction surveys, and are exploring (possibly as an alternate
to email just at resolve time) sending the Email at ticket create time so
the customer can track status. For those who may do this, do your support
teams update a "clean" field with status / ETA info for the customer to see?
(we don't allow customers to view the Work Log currently - just Description
and Solution Summary).

Thanks for any input!

Larry Bean
Enterprise Systems Management
Hershey Foods Corporation.

Hi Larry,

We send out emails at ticket creation, at ticket postponement, ticket
resolution and ticket closure. We have it set so that for both problem
tickets and requests, the ticket doesn't close for 3 business days after
resolution. I am currently working with my Intranet development team to
allow user to respond to a resolved ticket adding comments and reopening the
ticket if necessary through the web. We're still a little way off on this
however. At this point, when the user responds to a ticket, it goes to the
helpdesk rather than remedy. The helpdesk techs reopen the tickets as
necessary.

We're running on an NT-4 SP3 server with Oracle 7.3.3 and the speed of the
box (soon to be upgraded) is a miserly Pentium 90 with 144 megs of RAM.

Understand however that we are a very small helpdesk and don't create more
than 110 to 150 tickets and requests a day.

John Gould
abc Distributing
Help Desk Manager
jgould@abcdistributing.com


> -----Original Message-----
> From: Bean, Larry [SMTP:lbean@HERSHEYS.COM]
> Sent: Friday, January 08, 1999 2:05 PM
> To: ARSLIST@LISTSERV.ACSU.BUFFALO.EDU
> Subject: Emails upon ticket resolution
>
> Greetings. I have more of a process than technical question. I'm looking
> to determine whether many companies have Remedy automatically send an
> Email
> when a ticket is set to "Resolved". When we implemented our system last
> February, we built in the capability, but have not yet turned it on.
> Management now believes they want the function, but since most of our
> support teams verbally confirm resolution with customers, I hesitate to
> start sending a couple hundred extra Emails per day.
>
> Also, how many of you are sending customers an Email with a URL to the
> ticket when they open a problem request? We've started sending the URL
> for
> Customer Satisfaction surveys, and are exploring (possibly as an alternate
> to email just at resolve time) sending the Email at ticket create time so
> the customer can track status. For those who may do this, do your support
> teams update a "clean" field with status / ETA info for the customer to
> see?
> (we don't allow customers to view the Work Log currently - just
> Description
> and Solution Summary).
>
> Thanks for any input!
>
> Larry Bean
> Enterprise Systems Management
> Hershey Foods Corporation.