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Client weekly Remedy report glossary

Overview

Remedy reports are generated weekly for Clients and ISC Teams. Reports list all open and recently resolved tickets for the recipient organization and are automated using Business Objects. Results are stored in Excel spreadsheets which are sent to recipients via email.

Report Tabs

  • Recent Tickets Grouped  - Tickets are grouped by status. Counts are included for each status. A total ticket count is listed at the bottom.
  • Recent Tickets – Shows the same data as the “Recent Tickets Grouped” tab, but with no grouping. This allows recipients to sort data in ways that best suit their individual needs.
  • With WorkLog – This report is much longer than the others since it contains WorkLog detail for each order.

Recent tickets grouped and recent tickets tabs

  • Status Desc
    • New – The ticket has just been opened.
    • Assigned – The ticket has been assigned to a group or a person.
    • In progress – Work is being done to resolve this request.
    • Pending – ISC is waiting for information from either the Client or the Vendor in order to continue work to resolve this request.
    • Resolved – A solution for this request has been approved by the Client.
    • Closed – This ticket has been resolved for over 15 days and can no longer be re-opened.
    • Cancelled – The request was closed by the Client without a resolution.
  • Status Reason – Dependent on the selected Status Desc
    • Example: Pending status may have a Status Reason equal to “Client Action Required.”
  • Customer Last First – Requester’s name (last, first)
  • Customer Department – Requester’s department (pulled from Data Warehouse payroll data)
  • Incident ID (No Zeroes) – Unique ticket identifier. Leading “INC” and zeroes have been removed.
  • Reported Date – The date the ticket was opened.
  • Last Resolved Date – A ticket can be resolved and re-opened multiple times. This is the date the last time the ticket was set to Resolved status.
  • Days Since ReOpened – If a ticket was closed, and then re-opened, this shows the number of days since the ticket was re-opened.
  • Total Days Open – The value of this field depends on its Status:
    • If Status is ‘Resolved,’ this is the number of days between ticket creation and ticket resolved date.
    • If Status is anything else, this is the number of days between ticket creation and the report date.
  • Days w/ISC – The value of this field depends on its Status:
    • If Status is ‘Assigned’ or ‘In Progress,’ this is the number of days between ticket creation and the report date.
    • If Status is ‘Pending,’ this is the number of days between ticket creation and the day the ‘Pending’ status was assigned.
    • If Status is any other value, this is the number of days between ticket creation and ticket resolution.
  • Days Pending – The value of this field depends on its Status. If the ticket’s Status is ‘Pending,’ this is the number of days between the date the report ran and the day the ‘Pending’ status was assigned.
  • Priority Desc – Priority is defined by 2 fields: Impact (the number of people affected by the incident) and Urgency (the work being affected by the incident and how important this work is).  The combination of the 2 fields in Remedy determines the Priority.  Impact and Urgency must be completed for every ticket. Priority fields can be:  Critical, High, Medium or Low
  • Assigned Group – The ISC group assigned to troubleshoot and resolve the ticket.
  • Summary – A brief description of the problem.
  • Modified Time (not on Worklog tab) – The date/time the ticket was last edited.
  • Most Recently Modified By (not on Worklog tab) – If a ticket is not resolved, this will show the PennKey of the last person to add a worklog entry. If it is resolved, it will show the PennKey of the person assigned to the ticket at resolution. If neither of these are available, the field will show the PennKey of the person who submitted the ticket.
  • Last Work Log Submit Date (not on Worklog tab) – Date of most recent worklog entry.
  • Most Recent Worklog (not on Worklog tab) – Most recent worklog entry.

with Worklog tab

This tab contains most of the fields listed above along with these three additional fields:

  • Work Log Submit Date – Date a work log entry is submitted.
  • Description - First 100 characters of the Detailed Description field.
  • Detailed Description – Information added to the ticket describing progress.