Remedy

HelpSU Enhancements & Integration Project Overview

To move HelpSU to Remedy out of the box Help Desk, and to add new functionality within Help Desk.

Migration to out of the box Remedy Help Desk. This includes:
- Parent/Child functionality of data
- Mid-tier deployment for core users
- Client Satisfaction survey functionality improved
- Email functionality improved
- Remedy administration efficiencies
Remedy/LDAP integration (short term solution ie. scripting)
Add new functionality of Remedy Service Level Agreements & Flashboards (real time metrics and new reporting)
- Use out of box reports
Improved server design and optimization
- Oracle Database upgraded from v. 8 to v. 9
- Upgrade ARS to version 6.0 (**not sure if Phase 1 or 2)
- Move to a 3 server (from 2 server) environment (for development, pre-prod, production)
- Load balancing for web services
- Implement a recovery system

Need to identify out of box vs. current functionality 'gaps'/changes & key stakeholders
Need to assess workflow changes for key support groups
Determine impact on other Remedy applications
Identify new reporting capabilities (and who has access)
Determine new Directory Lookup Strategy (for Phase 1 vs. for Phase 2)
Form client advisory group (early February) for targeted feedback

HelpSU

Integration with ACD system
Remedy LDAP integration improvements
Kerberize Remedy
Integration with Pinnacle System
Integration with EMS (monitoring) System
Improve/redefine Client Satisfaction Survey
Improve email functionality (if necessary)
Palm/wireless connectivity
Increased reporting/customizations to reporting
Server load balancing (for web servers if we deploy new user form)
Migrate C&P Tracker & BugSU to Remedy Change Request System
Mid-tier deployment of user (helpsu) form in place of current cgi form
- Allows for improved client functionality (cancel tickets, check ticket status, knowledge base)
- Browser compatibility issues

Other Remedy Applications: