Guide for PennTIPS Users

• Request State
• Escalation Rules
• Why do I get prompted to login to the web client twice?
• How do I create a Remedy style sheet and report
• Why should I lock the request?
• How do I configure Crystal Reports 8.x and 9.x to work with Remedy?
• How do I configure Crystal Reports 10.x to work with Remedy?
• Advanced Searching tips

Request State:

Assigned: This status is given to a request that has been created and assigned to a group or to an individual.

Closed by Referral (Referred) : This status is given to a request that has been created and then referred outside of the PennTIPS system. The request could be new, assigned, or a work-in-progress at the point it becomes apparent that it should be referred.

Work In Progress: This status is given to a request when an individual or a group takes ownership and begins working to resolve the request.

Pending Client: This status is given to a request when the owner of the request is waiting on the client for additional information.

Resolved: This status is given to a request when the request has been solved. The request remains editable until the system assigns a closed status.

Closed: This status is given to a request after 15 days a request is marked resolved. Once a request is closed it is no longer editable.

Escalation Rules:

RED ALERT (1 business hour): On assignment a notification message is sent to the assigned individual or the assigned group. After 30 minutes, if request status is not equal to resolved, a second notification message is sent to the assigned individual or the assigned group and a first notification message is sent to the Group Manager. At the end of the 1 hour, if request status is not equal to resolved, a third notification message is sent to the assigned individual or the assigned group and a second notification message is sent to the Group Manager.

Note: Group Manager is not the Staff Manager.

CRITICAL (8 business hours): On assignment a notification message is sent to the assigned individual or the assigned group. After 6 business hours, if request status is not equal to resolved, a second notification is sent to the assigned individual or the assigned group, and a first notification message is sent to the Group Manager. After 7 business hours, if request status is still not equal to resolved, the case escalates to Red Alert and another notification message is sent to the assigned individual or group, and a second notification message is sent to the Group Manager. At this time, the Red Alert Escalation rules apply. (See above)

NORMAL (16 business hours): On assignment notification message is sent to the assigned individual or the assigned group. After 16 business hours, if request status is not equal to resolved, a second notification message is sent to the assigned individual or group member. A notification message will be sent to the assigned individual every 16 business hours until the request status is set to resolved.

Web Login:

You get prompted to login to the web client twice (possibly with an error message along the way) if you bookmark the login page to which the Remedy web server redirects your browser. You cannot bookmark the login page itself but rather just the location of the web server that redirects your browser to the login page. Please modify your bookmark's "Properties" to point to the appropriate following web address (depending onto which server you wish to login):

http://remedyweb.isc.upenn.edu/ (production server)

http://remedywebdev.isc.upenn.edu/ (test server)

PennTIPS Service