HelpSU for Support Staff

HelpSU and Remedy applications

• Options for Connecting to HelpSU and Remedy Applications
• Log into HelpSU via Mid-Tier
• HelpSU News Center

User training and documentation

• Remedy-Jira Integration (Administrative Systems)
• Remedy 7 User Guide [PDF]
• Remedy Keyboard Shortcuts [PDF]
• Notifications in Remedy 7
• Reporting Job Aids
• Printing Job Aid
• Remedy 7 Inbound Emails Job Aid [DOC]
• Frequently Asked Questions (Stanford Answers)

HelpSU best practices

• Overview
• HelpSU Tips for Best SLA Performance and Customer Satisfaction

Development

• Bug and Enhancement List

Remedy governance

• Remedy Advisory Group Member List
• Role of Support Group Lead
• Remedy Service Desk OLA (Operating Level Agreement) (Nothing yet)
• Remedy Service Desk and IT Service Management concepts (Nothing yet)
• Remedy Service Desk and SLA Measurements