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Unformatted text preview: Work Info Tab should include just the facts of the situation, all other details remain in the Notes section. Resolution should include just a brief outline of what you did to resolve the situation. Also, if you had to send an email to the DM , for example, the body of that email should also be copy & pasted into the Resolution Tab. Include Your Name when documenting notes in Remedy & ATG. Failure to capture and include these notes on every call and every email has a trickle affect and causes another unnecessary Guest Contact and / or extensive research. Many of the tickets that are reassigned can be resolved easily and quickly as long as we have all of the REQUIRED information! Failure to follow this process can result in Corrective Action being issued....
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- Spring '11