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When you call Purchasing Services Helpdesk @ 4-7279 or email

By Theresa Jackson,2014-05-07 12:42
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When you call Purchasing Services Helpdesk @ 4-7279 or email

    Remedy Tickets for Purchasing Services

     How-to’s and Helpful Hints

When you call Purchasing Services Helpdesk @ 4-7279 or email

    pshelpdesk@purdue.edu a Remedy ticket is created. Remedy serves as a tracking system for issues sent to the Purchasing Helpdesk. Also, Remedy is used by OnePurdue and

    ITAP.

When a ticket is created on your behalf, you should receive a confirmation email. (see

    example below) If you do not receive a confirmation email, check your junk email

    folder. The sender (From) will be remedy-prod@purdue.edu. The Helpdesk case # is in

    the subject line.

Anytime you need to contact the Purchasing Helpdesk about this ticket, please reply to

    this email. (i.e. if you have not received a response or would like additional information)

    It will automatically file your reply email with the ticket. Please do NOT forward emails,

    it will create additional tickets.

A suggestion to track your tickets is to create a folder in Outlook just for your Remedy

    ticket emails, so you will have them to reply to, if necessary.

    Remedy Tickets for Purchasing Services

     How-to’s and Helpful Hints

You should receive an email asking for more information, clarification, or a response to

    your question. This could be rather quick or may take some time to research. If the

    Helpdesk staff needs to forward your ticket to the systems staff you should receive an

    email advising you of the reassignment.

Purchasing Services Process and turn around time for individual tickets:

    Level 1 Helpdesk Staff tickets are either routine requests or issues that are known to

    Purchasing (turn around time should be less than 1 day)

    Level 2 Purchasing related issues with the system or processes, buying staff questions

    (1 day)

    Level 3 SRM System Issues - Our system administrators and /or Project team members

    will need to review, depending on the severity (2 7 days or more)

For individual tickets, that are related to a known issue that is being worked on, we will

    resolve your ticket and post the response to the Purchasing Services Helpdesk website

    http://www.purdue.edu/purchasing/Helpdesk/index.html once the issue has been resolved.

You will then receive an email stating we believe we have answered/resolved your

    situation. If you feel we have not resolved your situation please reply to this email and

    let us know why you do not feel your situation has been resolved.

    There is no need to respond if you are satisfied with the response received.

To view a Remedy ticket you have created either by calling or emailing the Purchasing

    Services Helpdesk.

    Web address: http://www.purdue.edu/remedy/selfservice

    Remedy Tickets for Purchasing Services

     How-to’s and Helpful Hints

Type in your career account and password

Click on Remedy Requester.

“My Requests” will appear that lists all the tickets you have created.

Double click on the ticket number you are looking for, to open the ticket.

    Remedy Tickets for Purchasing Services

     How-to’s and Helpful Hints

This is the ticket information. This will give you the Summary and Description for this

    ticket.

    If there are any external notes you would find them under the Activity tab. Not all tickets

    will have external notes.

    Remedy Tickets for Purchasing Services

     How-to’s and Helpful Hints

Click on view to open the email in this case. Sometimes there may not be any activity if

    all information was noted as internal.

Click close to close this ticket or logout if you do not wish to view any other tickets.

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