HelpSU for Support Staff

Remedy 8 

HelpSU and Remedy Applications

• Remedy 8 is a web-based only application. To connect to Remedy,  go to remedy.stanford.edu.​
• Recommended browsers:  
  • Chrome 33
  • Firefox 26*+ 
  • Safari
  •  IE 10, 11 for Windows 7**
    * Works on Firefox 26 for the mac but has issues with black background box appearing
    ** Does not work on IE 10 & 11 on Windows 8

Remedy Mobile (Mobile HelpSU)

For information, see: the Remedy Mobile documentation.

Help Portals

• Main HelpSU Portal:  http://helpsu.stanford.edu
• Custom HelpSU Portals:
  • Alumni Association:  https://alumni.stanford.edu/feedback/Service/getForm?url=SupportCenter&pcode=75&pgnTPC=0
  • Graduate School of Business:  https://helpsu.stanford.edu/helpsu/3.0/helpsu-form?portal=GSB
  • Residential & Dining Enterprises:  https://helpsu.stanford.edu/helpsu/3.0/helpsu-form?portal=RDE
  • School of Medicine: https://med.stanford.edu/irt/help
  • Stanford Hospital and Clinics:  https://helpsu.stanford.edu/helpsu/3.0/helpsu-form?portal=SHC
     

HelpSU News Center

Bug Fixes, Resolutions, and Enhancement requests

Remedy 8 — Training and Documentation 

• Instructional videos:
  • Remedy 8.1 - An overview  - coming soon
  • How to assign a ticket to yourself, another support group, or a specific person
  • How to create an incident
  • How to create a custom report
  • How to modify a custom report
  • How to Create an Incident Template (for Support Group Leads only)

HelpSU Best Practices

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

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