How ProDesk uses Remedy

To effectively track trends in the type of support we are asked to provide, as well as to track long-term trends in case volume, we try to capture as much information about each contact we have with our customers in our Helpdesk database Remedy.

The following pages provide you with detail about how ProDesk creates and manages cases in collaboration with other groups within ISC using Remedy. This overview also provides insight into how we prioritize cases and how we use case flags to communicate case status to internal users of Remedy as well as our customers.

ISC recently migrated to Remedy 7.1. This new product is more robust than Remedy 6.3 and provides our customers with more timely and detailed information as cases move through our service areas. Business Rules and use of Remedy are currently being updated and will be published within the next few months.