Hi Bev-

I implemented something like this on a few systems. It is good
etiquette to inform the customer in most all cases, and this is an easy
way to go about it. The most I can suggest to you is to keep it simple.
The less typing that the Help Desk does, the less chance of conflict. I
keep the information to a minimum, and in most cases it is more like a
'form' email. In order to portray detail, I implemented a list of responses
most likely to be used, i.e. 'Issue escalated to vendor', and other such
'canned' responses.
All-in-all, it's a good thing to do. Go for it...

The other thing to consider is the limit on the email length. To
get by this, I wrote all of my notification routines in perl. Gets rid of
the limitations nicely...

Pete


On Mon, 31 Dec 2001, Bremer, Beverly S. wrote:

> **
>
> We are in the process of doing analysis needed to implement Remedy Help
> Desk (we do not yet have Remedy in production). Our IS department's
> current procedure is to have a help desk person call the customer when
> their problem is resolved (all contact with the customer is required to go
> through a help desk person).
>
> With Remedy Help Desk, the capability exists out of the box for e-mail
> notifications to be sent to the customer when the problem is WIP, resolved
> and pending (which I personally think is a great feature). There has been
> some concerns raised in doing this and I have been asked to find out how
> other companies are using this feature.
>
> - What type of information do you include in the notification that is sent
> to the customer?
> - What benefits have you realized by implementing this feature?
>
> Any information you can provide will be greatly appreciated!!!
>
> Beverly Bremer
> Federated Insurance
>
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