AFS Help Desk (Remedy): How to Respond to Remedy Tickets

When more information is requested by the Help Desk staff member, an email is generated to the worker who created the ticket explaining what is needed. In that email there is a hyperlink to the actual ticket. When you are ready to enter the needed information, click the link to open the ticket.

** It is critical to respond to Helpdesks request for more information within 24 hours. If it is not addressed, the ticket will be closed and a new ticket will need to be created**

Remedy 8A

  1. The new information needs to be put in the PROBLEM DESCRIPTION box, but be careful to NOT DELETE the information that is already there. Just add the new information at the bottom.
  2. Click the SAVE button and it will return to the Help Desk for follow up.

*DO NOT CREATE A NEW TICKET. This will only delay the response and there is no guarantee it will go to the correct worker**

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