Transcript ELFms, status, deployment

Working With Remedy/PRMS
Bill Tomlin & Maciej Stepniewski
CERN IT-FIO-FD
20 June 2007
SC Training Session, 20/06/2007
What we’ll cover…
 Some
 User
Concepts
Interfaces
 Practical
Demo
SC Training Session, 19/06/2007 (2)
Concept #1: Classification
Domain
Category
Type
Item
All
Desktop support
?
General
Safety Commission
RAMSES
User Support
?
Technical Support
?
?
?
?
?
?
?
IT Services
?
?
?
SC Training Session, 19/06/2007 (3)
Concept #2: Groups and Support Levels
 User
Groups

Per domain

Owners
 Support
Levels

1st level: help desk (default)

2nd level: service managers

3rd level: experts
 Each
Domain/Category/Type/Item

must have 2nd level group defined

may have 3rd level group defined
 Managed

by Domain Managers
Future (we hope): Nicole Cremel IT/UDS
SC Training Session, 19/06/2007 (4)
Concept #3: Ticket Lifecycle
New
[email protected]
[email protected]
etc.
Email
Assigned
Open
On Hold
Fixed
Automatic
after 5 days
expert unavailable
request for information
last request for information
expert currently unavailable
scheduled intervention
waiting for parts
sent to external analyst
work at external company
Closed
SC Training Session, 19/06/2007 (5)
User Interfaces



Windows native client

Download from http://cern.ch/remedy

Most functional

Available in Windows Terminal Services (cern.ch/wts)
Web interface

Less features, worse performance

Cross-platform

No installation

Available outside CERN

Mail notifications; link to ticket
Mail interface


Automatic notifications after updates or assignment
Reply to fix or reopen a case, return to helpdesk, classify as spam, inform
user
SC Training Session, 19/06/2007 (6)
SC Training Session, 19/06/2007 (7)
UI: Searching
 Quick

searches
15 defined e.g. today, urgent, my open, group’s open, requestor’s
 QBE

Any value in a field
 Advanced

'Create Date' > "03/24/2006“ AND ('Status' = "Open" OR 'Status'
= "On Hold")

'Modified Date' > ($DATE$ - (7 * 24 * 60 * 60))

Can save and reuse
SC Training Session, 19/06/2007 (8)
SC Training Session, 19/06/2007 (9)
UI: Mail Interface
 Assignee/group
notified when

Ticket assigned or reassigned

There’s any update

There’s an SLA alarm
 Reply
always with a keyword to

Upper case, first word in subject

REPLY, FIX, INFO, REOPEN, SPAM, HELPDESK
SC Training Session, 19/06/2007 (10)
Summary
Safety Commission
[email protected]
RAMSES
General
All
…
…
2nd
2nd
…
3rd
RAMSES-Support
Service Manager
2nd
3rd
Service Expert
Service Expert
Service Manager
SC Training Session, 19/06/2007 (11)
Finally…
 Current
Status

NICE authentication

Moving to Linux next weekend
 FAQs
& downloads at http://cern.ch/remedy
 Always
 SC
contact [email protected] for help or set-up
already in production
 Questions
SC Training Session, 19/06/2007 (12)