Assigning the case

The case is then assigned to a specific Helpdesk or queue within ISC. Helpdesks are organized under broad areas of responsibility. For example, issues related to network operations ranging from intermittent connectivity issues, to building outages, to individual port issues are associated with the ISC Net-Maint (Network Maintenance) Helpdesk. Issues related to network services including Pobox, PennNames, and the Websec module are associated with the ISC Net-Services Helpdesk.

In all, ProDesk routes to 10 distinct helpdesks including groups internal to the Client Services Group (eg. First Call and ProDesk).

Case type is defined

Each Helpdesk has types specific to the type of work done by the selected Helpdesk. The example to the right illustrates the various types of issues that are addressed by the ISC Net-Maint Helpdesk.

Item is selected as defined by type

To provide an added level of detail, the issue is categorized based on common areas of support for the selected Type.

This helps groups within ISC accurately track trends in support and identify areas where effort is being spent.

This data analysis also allows us to proactively develop documentation and utilities for which the need becomes apparent by number of cases logged in Remedy.

A description with additional detail is provided

A full explanation of the issue, question or problem is provided in the Description area of the case.