In February, IT Services upgraded to the new version of Remedy, the software behind HelpSU. You probably didn't notice the change unless you're a support team member who uses Remedy every day. For everyone else, there are a few changes that may be of interest.
See Current Status of Your Request
First, HelpSU now allows you to see the current status of your request. From the HelpSU page, you can access any of your outstanding or recently resolved tickets by clicking the "Help Request Status" link in the left-hand column. From there you can review your ticket, see what actions have been taken, add additional information to the ticket, and, if the ticket is resolved, see the resolution.
Email Notes Resolution of Your HelpSU Request
Another new feature of the system is automatic email notification, once your HelpSU request is resolved, noting the resolution of the ticket. We all know how busy our tech support staff are and in the old system, tickets occasionally slipped through the cracks and were closed without the requester understanding why. The new automated message should reduce the number of tickets that are closed without the requester being completely informed of how things turned out. It may also prompt the requester to take action if a ticket is closed and there are still open issues.
For HelpSU Assistance
Overall, the rest of the HelpSU page is the same familiar look and feel we all know. If you need assistance, you may still submit a HelpSU request online at http://helpsu.stanford.edu or call the Service Desk at 5-HELP (650-725-4357). We'll be happy to assist you.
