Remedy Incident Management Training

Remedy Incident Management Training - Remedy Incident...

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R R e e m m e e d d y y I I n n c c i i d d e e n n t t M M a a n n a a g g e e m m e e n n t t
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2 The Remedy incident management tool is used to manage guest service emails and phone calls. Guests may submit emails to ULTA by accessing the Guest Service link on ULTA.com, completing the required fields and clicking Save . The email is converted to a Remedy ticket which we can then access. Guests may also call the Guest Service helpdesk from 8am -11pm, 7 days a week.
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3 Accessing Remedy Enter User Name and Password and click OK
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4 Click the Incident Management Console in the left Navigation bar
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5 My Console When first opening Remedy, the default screen will be My Console. This acts as your “inbox” for incidents that are currently assigned to you. You can access this console at any time clicking on Personal under Console View.
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6 Unassigned Incidents To access Unassigned incidents click on Show Unassigned from the Console View. This provides access to all incidents that are currently not assigned to an agent.
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7 Viewing and Resolving Incidents To view an incident, highlight and double click the incident from the Assigned Work field. The incident will open with the Contact tab viewable. The contact tab includes the guest’s name, phone #, and
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This note was uploaded on 01/02/2012 for the course CIS ss taught by Professor Ss during the Spring '11 term at Air Force Academy.

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Remedy Incident Management Training - Remedy Incident...

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