Higher Education Computer Network
|
North Dakota
Higher Education Computer Network |
Help
Desk / Remedy Software FAQs:
53. Campuses would like to see monthly updates on the status
of the REMEDY project. 54. Campuses would like to take part in an informational IVN
session very soon. (There had been an IVN session scheduled in the fall,
but a power outage at NDSU forced cancellation of this session). 55. Campuses are not sure how Remedy will provide value for
them. Several staff would like to visit one of the beta test campuses to
see the software in use.
Campuses would like to see further refinement and clarification of North and South Host Help Desk roles. Campuses are not sure what Remedy is, how it is used and how campuses will be able to make use of it.
53. Campuses would like to see monthly updates on the status of the REMEDY project.
We will send out a monthly report on the progress of the Remedy Project.
54. Campuses would like to take part in an informational IVN session very soon. (There had been an IVN session scheduled in the fall, but a power outage at NDSU forced cancellation of this session).
An IVN session will be rescheduled. We suggest an early April date so that current modifications that are a result of input from users at the pilot sites can be implemented and tests. This session will include a high-level overview of Remedy, the benefits of using Remedy, and a Q&A time.
55. Campuses are not sure how Remedy will provide value for them. Several staff would like to visit one of the beta test campuses to see the software in use.
The Remedy team can address some of the benefits of using Remedy at the IVN session to be held in April. Visits to one or more of the pilot sites can be arranged by contacting Gary Sholts, the Remedy Project Manager. Gary’s number is 231-6329, or sholts@plains.nodak.edu.
56. Which Help Desk do campuses call with what problems?
A Problem Reporting call sheet had been put together in August of 1995. This call sheet was put together to provide a contact point at each institution to relay network status information and to provide each institution with instructions on how, and who to call to report problems.
Clearly, it is time for a revision of this call sheet. The HECN-South and North sites will work with the HECN Coordinators to develop a revised Problem Reporting Procedures document.
In general, problems/questions concerning administrative systems should go to the North Host Site Help Desk. Problems/questions with plains, prairie, badlands, or software licensing should go to the South Host Site Help Desk. However, feel free to contact either HelpDesk. Because the two HECN Help Desks share a common tool, Remedy, either site should be able to get the information necessary to open a ticket and they can easily transfer the ticket to the correct work group.