Notes on using Remedy, TSH's Trouble Ticket System       10-18-2005

Start at http://tshsupport.medstat.com
where you'll have to provide your SAFE userid and password.

---------------------------------------------------------------------------

To create a Remedy ticket, find the "Create" button.

For Request Type, use "Change Request"
For Category, use "IT Services"
For Type, use "Data Center Operations (TSH)" (Not "Data Center Operations")
For Item, use "EDC" or "Eagan"
For Change Type, use "Change"
For List All Groups, specify "Yes", else you won't see but one choice
      ("TSH-ITManagement") for Group+
For Group+, you have to look at the list of groups and try to find one that
   might contain the person you want to assign the problem to.
   Select/guess one and then check who's in that list by expanding the
   "Supervisor+" pull-down below this "Group+".

   Through trial and error, I've found you need to 
        Use                    To assign things to
     TS - CM Operations     Alexander Schirmer, Dan Frankel, Drew Cable,
                            Beth Dodge, Fred Leskowitz, Inna Litinsky,
                            Margaret Cartolano, Mike Crom, Rebecca Hernandez,
                            Rick Jasper, Rob Long, Sandy Cottingham, ...
     TSH-SystemServices     Allan Hurlock, Tony Cetera, Liz Brosch, Leo June,
                            Mark Metzker, Mike Wilson, Mike Alvarez ...
     TSH-NetworkServices    Tony Cetera, James Ankuda, Jim Croce, Jim McGhee,
                            Lincoln Nelson, Shane Blandford, Thor Santinga
     TS - Philadelphia      Fran(male) Novak, Gail(female) Forr, James Steiner,
          User Service      Robert Kenig
     TS - USA Network       Ed Pieretti, John Manley
          Services 
For Supervisor+, select the person you want to assign the problem to
For Priority, use the default of "Low"
For Status, use the default of "New"

Down in the "Requester Information" section, just enter 0040282 in the
"Login*+" field, then click on another field -- the form will fill in with
your information.    (This didn't work for me on 2-1-2006)

 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
The first time I opened up a ticket, for the "Requester Information" section,
I tried to fill out a "Profile" for me by clicking that "Profile" button to
the right of the "Name*+" field, and fill in that form like so,
   Login*  = My Thomson Employee number, 0040282
   Last Name* = Jasper
   Support Staff?* = Yes
   ID = left blank
   First Name* = Rick
   Type* = Internal
   Status* = Active
   Full Name* = Rick Jasper
...  the rest of the top part I left blank.  For the next section,

   Notification Method* = Email
   Business Unit = TS
   Office = left blank
   Email Address = rick.jasper@thomson.com
!! Company = Thomson Scientific Inc (Not just Thomson Scientific !!!)
   Manager's Login+ = Left the default of Richard Jasper, which seemed wrong
   Phone Number = (408) 524-4637
   Location = Sunnyvale (This wasn't an option if you didn't choose "... Inc")
   ...
   Fax Number = (408) 524-4757

But this didn't work 'cause I got a message that an entry already exists for
0040282.  Hmmm.  Went in and searched for me by last name and found me as
"Richard Jasper", not "Rick Jasper".  Also, some fields were wrong, but I
was able to change them.  In particular,
   First Name* = Richard                    I changed to  Rick
   Full Name* = Richard Jasper              I changed to  Rick Jasper
   Manager's Login+ = 0049382               I changed to  2410318
   Manager's Full Name = Van Stegeren,Eric  I changed to  Frankel,Dan

FYI, other fields that I left alone, were
   ID = 0040282
   VIP = No
   Title = Sr Software Engr
   Manager = No
   Department = Delphion Systems Staff  <-- This was TSHSS-Platform Dev and
   Dept Number = 0012229                <-- this was 6643162701 on 2/9/2006
   
 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -