i m havening flashbaks http://chroniclesofgeorge.nanc.com/
(for our Friday humor) On Fri, Dec 3, 2010 at 12:34 PM, Meyer, Jennifer L <[email protected]>wrote: > ** > > I love getting incidents with a subject of “remedy.” “Chronicles of > George,” anyone? > > > > Jennifer Meyer > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Boyd, Rebecca > *Sent:* Friday, December 03, 2010 11:05 AM > *To:* [email protected] > *Subject:* Re: Best Practice for Customer Resolution Notifications? > > > > ** By customer demand, we include the Notes field because the summary can > be too cryptic to be of much use. Customers tend to make the summary > generic: "Reschedule cron job" or "Can't login." They include the name of > the cron job or whatever it is they can't login to in the notes (hopefully). > > > On Fri, Dec 3, 2010 at 10:33 AM, Marsh, Lee <[email protected]> wrote: > > ** > > In addition to Dean’s items we also include a link to a follow-up quality > control survey. We get about a 5-10 percent response for the survey. > > > > Lee. > > > > > > *************************************** > Lee Marsh > Remedy Administrator > > BAE Systems Office Automation Systems Team > Antitrust Division, U.S. Department of Justice > > Phone: 202-305-9725 > > Cell: *202-203-0036* > Email: [email protected] > *************************************** > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Meyer, Jennifer L > *Sent:* Friday, December 03, 2010 8:31 AM > *To:* [email protected] > *Subject:* Re: Best Practice for Customer Resolution Notifications? > > > > ** > > Dean, > > > > Many organizations include the Ticket Number and Summary in the Subject of > the notification. In the body, you may want to include the Ticket Number, > Resolution, and contact information should the customer have questions. > > > > Another great practice is to ensure that your support personnel actually > talk to the customer prior to resolving the ticket. This allows the > customer to voice any concerns they may have and sign off on the resolution > before the ticket is resolved. > > > > Jennifer Meyer > > Remedy Technical Support Specialist > > State of North Carolina > > Office of Information Technology Services > > Service Delivery Division ITSM & ITAM Services > > Office: 919-754-6543 > > ITS Service Desk: 919-754-6000 > > [email protected] > > http://its.state.nc.us > > > > E-mail correspondence to and from this address may be subject to the North > Carolina Public Records Law and may be disclosed to third parties only by an > authorized State Official. > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Dean Deonier > *Sent:* Thursday, December 02, 2010 12:55 PM > *To:* [email protected] > *Subject:* Best Practice for Customer Resolution Notifications? > > > > ** > > ARSList guys: > > > > What fields do you include in your email notifications to clients when a > ticket is resolved? Summary field only or both the Summary field and the > Problem_Question field? Or, do you have some other take? > > > > If you include the Problem_Question field is it “too much information” for > the customer. I would appreciate your viewpoint. > > Thanks, > > > > Dean Deonier > > Global Service Desk > > > > > > NOTICE: This email message is for the sole use of the intended recipient(s) > and may contain confidential and privileged information. Any unauthorized > review, use, disclosure or distribution is prohibited. If you are not the > intended recipient, please contact the sender by reply email and destroy all > copies of the original message. > > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
