* Tracking New Requirements

Trouble Call Metrics

Task Objective:
DINFOS needed a system to capture trouble call metrics. With Remedy Help Desk already implemented the technician time could not accurately be tracked because of the manual input of information to the system.

• How do I accurately track trouble call lifecycle?

• What existing tools can be used to accomplish this?

Solution:
SEI responded by configuring Remedy Web to allow users to submit trouble calls directly to the Remedy system, this method provided an accurate submit time for metrics to be captured.

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