Email has become a major formal communication platform for all kinds of industry. BMC Remedy, a service desk solution comes with email notification feature for various purposes. Looking at the progress of the email interface and tool capabilities, BMC Remedy email notification feature needs enhancement. During various remedy implementations, Emergys have identified a very essential remedy email enhancement which serves as a great ease for day to day IT operations.
Following are the few key features:
- Approver-Requester Query-Answer through Remedy Email.
- Active Remedy Email Notification for Support Staff for Work information.
- Beautiful HTML Templates for Remedy Email
- Re-open Tickets from Remedy Email
1) Approver-Requester Query-Answer through Remedy Email
Email has become a de-facto standard for formal communication. Approvers are generally high position authority and delay in approvals is a major challenge due to lack of efficient communication channels for information flow. BMC Remedy support approvals via email but cannot ask more clarification/question through Remedy email.
Emergys provides custom Remedy email interface through which approver can ask more clarification/questions to requesters and requester can reply through Remedy email. All communications are recorded in Remedy for reference.
With Emergys Custom Email Notification Package, approver will receive email with 4 options: Approve, Reject, Approval Central and More Information. When approver clicks on “More Information”, new email window will open in outlook where approver can put his questions & send an email.
System will capture the approver’s question and automatically sends new email to the ticket requester with the question; requester can respond to the same email. This email will be received by Remedy system and it will be forwarded to the approver.
Approver can go through the requester’s answer, if found satisfactory, approver will “Approve” the request or use “More Information” option again to ask query to the requester.
Sample Screenshots:
2) Active Remedy Email Notification for Support Staff Work Information
Requester & Support Staff Communication: If support staff keep the ticket in Pending Status for more information from requester and requester sends email to support for update on ticket; the support staff is actually unaware of the mail from requester unless they open the ticket in Remedy to check the work log for details of the email from requester and the ticket status remains in the Pending status.
With Emergys Custom Email Notification Package, when the requester sends an email to the Remedy system for specific ticket, the response will be added into the Work Info of that ticket & the ticket status will be changed to “In Progress” from “Pending” and this will help support staff to quickly identify the Pending tickets.
Sample Screenshot:
3) Beautiful & Enhanced HTML Templates for Remedy Email
Professional looking well formatted HTML template with header/footers for remedy email notifications. Improvised remedy email contents to keep stakeholders well informed.
Problem Statement
- Out of the box email notification from Remedy systems are plain texts with basic information.
- Important information is missing
- No company logo
Emergys Custom Email Notification Package benefits
- Beautiful & enhanced HTML templates for Remedy email notification
- Your company logo in the email notifications
- More and relevant information in email notifications.
4) Re-Open Tickets from Remedy Email
It will provide an option to end users to directly re-open resolved ticket via an email if resolution is not working out. It helps in improving Remedy user satisfaction and transparency.
A Re-open link will be available in the resolution notification email. The requester can click on the link to open a new email & send it to the prepopulated email address in the ‘To’ field, which will trigger the automatic reopening of the Resolved ticket.
Sample Screenshot
Compatibility – BMC Remedy 8.x, 9.x
Emergys Remedy Email Notification Packages can help your support staff decrease ticket resolution time and improve performance with better communication. For more information and live demo, get in touch with us.
