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How ProDesk uses Remedy
Obtaining case specifics
During the intake process, ProDesk staff members follow a variety of triage
scripts to ask callers a series of questions specific to the issue at hand.
We ask these questions with the hope that we will be able to identify your
issue and resolve your case immediately.
These questions also help us provide adequate detail in the event we
need to route your case to another group within
ISC. |
For example, the ISC Networking & Telecommunications
maintains PennNet connections for more than 30,000 ports in well over
200 buildings on and around Penn's Campus. Much of their diagnostic
work and support can be done remotely from their Network Operations Center
(NOC) in 3401 Walnut Street.
These remote service capabilities, allow them to efficiently
diagnose, service, and support this tremendous number of network nodes,
with a relatively small number of technicians.
To expedite service, we request that LSPs perform some local diagnostics
such as testing different computers & cables and attempting to ping
IP addresses prior
to contacting ProDesk. In addition, we ask that you provide a specific
set of data any time a network trouble ticket is reported to us.
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Essential information includes Building, Room Number, Media Type, Wallplate
ID,
and IP Address of the affected machine. If you are reporting problems accessing
a specific server or set of servers, destination IP address is also
very helpful.
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