Managing cases

When a case is saved in Remedy, its status is automatically changed from "new" to "assigned." This indicates that the case has been assigned to a specific Helpdesk. By default, all cases are marked with "normal" priority. Once ProDesk routes a case to another group, we no longer see it in our console. We are developing reports that will help us continuously monitor the status of these cases to ensure that your cases continue to get prompt attention.

Each group within ISC has different business rules for managing their cases. More information about these various business rules is available in the "How Others use Remedy" section.

We always try to provide you with an answer to your question or a resolution to your problem on your first contact with ProDesk. However, occassionally, we must conduct research or work with vendors to find a solution to your concern. These types of cases are assigned to ProDesk and remain in our console until the case is resolved to your satisfaction.