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Thanks to host Lorrie Scott and Brad Bowler for sponsoring this meeting. This was
the Agenda.
Northwest Remedy User Group Meeting
Oct 17, 2000
Minutes by Rick Cook
- This meeting was held at REI in downtown Seattle. Thanks to our hosts Brad
Bowler and Lorrie Scott!
- Scott Kelly of SYMON Communications presentations of their Flashboards
integration with their NetBrite banner notification hardware/software
package.
- SYMON’s products enable support techs to keep track of the status of
their active call queues.
- Works on UNIX and NT, using Perl scripts (on AR Server) and TCP/IP
sockets to send Remedy Data fields to SYMON through a named pipe.
- It integrates with Remedy by importing SYMON form and filters (to set
colors based on criteria and to Run Process to send data). Their Publisher
tool is used to create the output formats.
- Remedy uses SYMON at Pleasanton support center to show their techs the
current call status. They used to use it to tell the customers what the
current wait time was for issues to be directed to a support tech. This
requires some kind of ACD software (Apropos, NorTel, etc.) as well.
- Display can also be sent to the Desktop – customizable for each user.
It is (IMHO) much more attractive than Flashboards.
- OmniView product allows other sources of input – HP Openview, Tivoli,
even CNN.
- Output can be from .wav files, and can even read aloud the text on the
screen.
- Data can be brought in from external spreadhseets to determine cost of
projects.
- Brad Bowler from REI gave a Demo of their HelpDesk 4.0-based system, which
contains some interesting features and enhancements:
- Change Management is being implemented as a completely on-line package
next month. It currently uses a paper front-end.
- Supervisors have the ability to change their call lists based on
date/time.
- Ability to manually skip past an Assignee known to be busy or
unavailable.
- SMS is used to distribute the applications from server to client.
- Caveat/Lesson learned: Remedy Approval Engine can only be installed and
configured over a 4.0.2 server. If you’re using 4.5.1, you must roll
back to 4.0.2, install the RAP server, and then upgrade again.
- Working on a Perl integration.
- Remedy training will be offered at Herrick Douglass in November. See web
link for details.
- Hot Topics – None.
- Next Meeting time/date/location – Annual Vendor Fair
- When – Tuesday, November 21, from 8:30 to 4 p.m. Breakfast, lunch, and
snacks will be provided.
- Where – Fred Hutchinson Cancer Research Center.
- Who – KMS (Knowledge Mgmt System), Courion (password), FSI (workflow
mgmt.), and Serena (self healing application) are definite commits.
Seagate (Crystal reports), possibly three other vendors.
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