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Remedy Case Entry Form


In the event that Action Request System is down, users have the option of temporarily tracking all problems through the Remedy Case Entry Form. Once the worksheet has been filled in, it should be printed and then be re-entered into the Action Request System once it is back online. The Remedy Case Entry Form can be downloaded here as an Excel Worksheet.


YOU MUST SAVE THIS WORKSHEET TO YOUR DESKTOP AND WORK WITH IT FROM THERE.

In Internet Explorer:


PC > Right click on this Remedy Case Entry Form and select “Save Target As” then choose desktop.

MAC > Hold down the Control key and click this Remedy Case Entry Form. Then select “Download Link to Disk” and choose desktop.

In Netscape:

Click this Remedy Case Entry Form and select “Save it to Disk” then choose desktop.


Process at the Service Desk

  1. Completely fill out the Remedy Case Entry Form in Excel. (Descriptions of each field can be located at the bottom of this page.)
  2. Print out a hard copy.
  3. E-mail a copy to appropriate group. In Excel, under the File Menu, choose Send To > Mail Recipient (as Attachment)...Then, when the e-mail window pops up, be sure to put the correct address in the To: field according to the table below.
  4. Make sure to call the group as well to notify them of their new case. Phone numbers are also listed in the table.

Group Name E-Mail Address Phone Number
AFD Net and Tech Svcs ants@calpoly.edu 6-7700
ITS Appl Management lsandy@calpoly.edu 6-6568
FND Bookstore lsherman@calpoly.edu 6-5300
ITS Central Sys Admin abrooks@calpoly.edu 6-6226
ITS Service Desk servicedesk@calpoly.edu 6-7000
ITS Info Management tmay@calpoly.edu 6-6288
ITS Internet Appl Supp webtech@calpoly.edu 6-6076
ITS Lab Operations dinlow@calpoly.edu 6-6090
ITS Management mshaffer@calpoly.edu 6-5538
ITS Media Appl Svcs tmalone@calpoly.edu 6-6336
ITS Media Dist Svcs dmull@calpoly.edu 6-2212
ITS Network Admin netadmin@calpoly.edu 6-1295
ITS Ops/Data Control operation-helpdesk@calpoly.edu 6-5512
ITS PC/LAN pclan@calpoly.edu 6-7300
ITS PolyCard Services pschneid@calpoly.edu 6-7300
ITS Technical Services technicalservices@calpoly.edu 6-7315
ITS Telecomm Services telecomservices@calpoly.edu 6-2671
ITS Training/AMSPEC kkimball@calpoly.edu 6-7376
SA Resnet resnet@calpoly.edu 6-5600 opt.4
ITS Intel Server Admin rwalls@calpoly.edu 6-2121
ITS Appl Admin lhays@calpoly.edu 6-6540


Descriptions of Fields

  • Mail Alias - This is up to a maximum of 8 characters usually consisting of their first name’s initial combined with their full last name. This may also include their initial of their middle name if there is another person with the same name. This information can also be checked through the PH client software.
  • Item Affected - This is a grouping of the different types of problems to help organize and sort which department should handle it. This would most commonly include whether it is a hardware, software, network, or an account problem.
  • Description - Include details pertaining to the problem and any information relevant to solving it. For example, if it is hardware complication, be sure to get the faculty workstation number (silver sticker on CPU that says "property of state of California."), or if it is an account problem to record what type of account, such as MVS and include the userid and region (i.e. userid - dv000, region - sis).
  • Work Log - Describe what you have done to resolve the problem or any progress you have made.
  • Urgency - This is the relevant importance or impact of the problem.
    • Low - standard request or problem, single user impact.

    Medium - single workstation down or problem with multi-user impact that is not time critical.

    High - problem is resulting in class or teaching interruption or multi-user impact that is time critical.

    Urgent - server, central system or network down or situation warrants immediate response.

  • Submitted by - This is the person filling out the ticket. Yes, that’s you. Put your name here.
  • Case ID # - You do not fill this out (and you shouldn’t be able to). This is where the ticket number will be written in after the ticket is actually submitted into the Remedy client. (This will ensure that all hard copies are submitted.)