PennTIPS Service

• Introduction
• PennTIPS Help Desks
• PennTIPS accounts
• Member Services
• Download & configure Remedy Action Request User 6.3 for Windows
• Guide for PennTIPS users
• http://remedyweb.isc.upenn.edu Log on to Remedy Web Client
• Remedy AR 6.x Browsers and User for Windows Client
• New features in Help Desk 6.x

Introduction

PennTIPS is a University-wide collaboration of computing support providers sharing a single repository of technical, tracking, and client information in an effort to leverage support to the University of Pennsylvania community. The PennTIPS service links Help Desks across campus through the use of a single application (Remedy) while maintaining the autonomy of each helpdesk in serving its clients.

Through the use of the Remedy Help Desk Support component the PennTIPS Service provides:

• Technical questions and answers provided by support professionals.
• Tracking and queuing of client incidents.
• A database of client information obtained from University data systems.
• Reporting and escalation features for management and resource planning

The service works in a cooperative organizational model. Participating members possess the relevant expertise and work together in support of the service.

For more information on the PennTIPS Service and Remedy please send email to magida@isc.