147.5.5 How to use Remedy (RAI-ICT support tool)

Preface

This guide describes how Etere operators use the REMEDY platform to manage ITSM tickets. You must have already logged in to REMEDY by following the "How to Connect to REMEDY" guide.

1. Access the Ticket Management Console

After logging in to RAI VPN:

1. Open Google Chrome

2. Navigate to: http://itsm/login

3. From the menu, select: Applications > Incident Management > Incident Management Console

2. Accept the Ticket

To accept a ticket:

1. Double-click the ticket you want to manage

2. In the screen that opens:

    - Change the status to: “In corso”

    - Select your name in the "Assegnatario" field

3. Copy the REMEDY ticket number

4. Paste it into the Etere support system in the External System field to create the link

5. Click Save