Routing the case

Once all pertinent information is included in the case, the case is saved and Remedy assigns the case an ID number in the following format: HD0000000044909. This lengthy case number is often reported to customers in an abbreviated format such as 44909 or HD-44909.

The responsible group is notified via email of the case creation and the case appears in that group's "Remedy Console."

Cases managed by ProDesk that require follow up on the part of ProDesk staff reside in the ProDesk console. Currently, no single individual is assigned ownership of a case. Instead, each ProDesk staff person reviews cases in the console during his or her scheduled shift and follows up in the form of research or communication as necessary until the issue is resolved to the requestor's satisfaction.

Communication is primarily conducted from within the Remedy application via the "Send Status to Requestor" and "Send Status to Non-Requestor" features. These features help us build a reliable case chronology by automatically appending each email to the case activity log.