Processing Region 4A Tasks

Running Head:PROCESSINGREGION 4A TASKS 1
Processing Region 4A Tasks
Joshua Dougan
CSC Centralized Scheduling
Author Note
ThisdocumentisbeingsubmittedonJanuary10th
, 2014 fornew employeesof Centralized
Schedulingsupportingthe CSC – RaytheonAccount.

PROCESSING REGION 4A TASKS 2
TABLE OF CONTENTS
Contents
Introduction.......................................................................................................................................5
Daily Assignments...............................................................................................................................5
Opening Remedy................................................................................................................................5
Overview Console...........................................................................................................................6
Searching Through the Overview Console.........................................................................................7
Opening the Task Console............................................................................................................8
Opening the Work Order Console.................................................................................................9
eRoom Schedule...............................................................................................................................11
Manuvering the Browsers.................................................................................................................13
Screen Setup....................................................................................................................................14
Advanced Search..............................................................................................................................15
Clear Button.................................................................................................................................16
Inputting a Search String ...............................................................................................................16
Saving an Advanced Search ...........................................................................................................17
Sorting the View...........................................................................................................................19
Working a Ticket...............................................................................................................................20
Pulling up the Work Order.............................................................................................................20
Selecting the Tasks........................................................................................................................23
Modify ALL...................................................................................................................................24
Updating the Notes ...................................................................................................................25
Viewing the eRoom Schedule............................................................................................................32
Adjusting a Search ........................................................................................................................33
Non-Refresh Technician ................................................................................................................35
Building Breakdown......................................................................................................................36
New Hire Peripherals ....................................................................................................................37
Scheduling the End User................................................................................................................38
Required Fields for Schedulers...................................................................................................40
eRoom Schedule Fields Breakdown ............................................................................................41
eRoom Schedule Quick List ........................................................................................................43

Continuing the Conversation .........................................................................................................44
Selecting a technician................................................................................................................45
Basic Contact Information..........................................................................................................46
Working Through the Information..............................................................................................47
Task Field..................................................................................................................................48
Recording Location Numbers .....................................................................................................48
Data and Work Performed.........................................................................................................48
Install Type ...............................................................................................................................49
Operating System......................................................................................................................49
Ticket Description......................................................................................................................50
Confirmed.................................................................................................................................50
Scheduled By ............................................................................................................................51
Pull Status.................................................................................................................................52
Completing Remedy......................................................................................................................54
Assignment Tab.........................................................................................................................54
Dates Tab..................................................................................................................................56
Work Info Tab...........................................................................................................................58
Saving the Work........................................................................................................................62
Exiting ModifyAll ......................................................................................................................63
Status...........................................................................................................................................63
Attempt Process...............................................................................................................................64
Attempting to Process...................................................................................................................65
Leaving a Voicemail...................................................................................................................67
Sending the Email......................................................................................................................70
Documenting the Email .............................................................................................................73
Changing the Status of an Attempt.............................................................................................75
Refresh Work Orders........................................................................................................................75
Refresh Tasks................................................................................................................................76
Processing a Refresh Work Order...............................................................................................77
Task Sequences.........................................................................................................................85
Status.......................................................................................................................................85
General 4A Information &Assignments..............................................................................................85

Positive Customer Contact Required..............................................................................................87
Customer Contact Not Required....................................................................................................88
Ship Computer Tasks.....................................................................................................................88
Escalations ...................................................................................................................................90
Contact and Communication......................................................................................................91
Ticket Cancellation........................................................................................................................92
Conclusion .......................................................................................................................................92

Introduction
Unfortunatelydue tothe highvolume of reschedules,frustrationbetweenschedulingandtechnicians,
and customerdissatisfaction,the processforschedulingticketshaschanged. Anythingwithinthis
documentissubjecttochange by management’sdiscretion. Failure tofollow the processand
proceduresdepictedwithinthisdocumentwill resultinmanagementpursuingcorrective action. If you
feel thatthere isa way to improve aprocess,please contact yourmanagementprivately.
Daily Assignments
Region4A’sdailyassignmentswillbe brokenupintofoursections. The individualslistedbelow are
responsible forcompletingtheirobjectivesona dailybasis. If anindividual managestocomplete the
objective designatedtothem,theyare toassistinthe live queue. Itison the schedulerstoopenaline
of communicationwithone andother todeterminewhere toworkwithinthe live queue. Please seethe
objectiveslistbelow.
AlyssaDixon: All RMSRefreshScheduling
ShirleyParks:All NewHires,Non-RefreshReschedules, andCorp
Michelle Walker:Attempts,andthe Live Queue
Opening Remedy
Nowthat there isa clear understandingof whateveryone isdoing,let’sgetstarted! Please click the
InternetExplorerbuttonlocatedatthe bottomleftcornerof the screen.
Once a newbrowserwindow opens,youshouldbe takentoOne RTN. Please clickonce onthe address
bar and delete the currentaddress. Youwill wanttoreplace itwith
https://Remedy.mck.us.ray.com

Overview Console
Congrats! You’re now withinthe main Remedy page. Youwill see multipleoptionsonthe lefthandside
of the screen. The Console thatyouwill needtoaccess isthe “Overview Console.” Please selectthe
Overview Console.

From this Console you’re able toaccessamajorityof the Remedy application’sfunctions. Some key
thingsto note are the abilitytosee everythingthatisassignedto youwithinthiswindow.
Searching Through the Overview Console
If you see ticketswithinthe “AssignedWork”box,thismeansthatthe taskiscurrentlyassignedtoyou
and yourpersonal queue. Itisimperative that you’re checkingthiswindow eachdayand
updating/processingthe tickets. Once yourpersonal queue hasbeenprocessed,it’stimeto workthe
live queue. Please selectthe “Search”buttonlocatedunderneaththe “AssignedWork”box.

Openingthe TaskConsole
You will receiveapopup windowthathas“SelectRequestType”atthe top. Thiswindow isgoingto
give a fewoptionsthat youmay select. Pleasehighlightthe “Task”optionandleftclick. Once the
windowshows“Task”as the requesttype,clickthe “Select”button.
A newbrowserwindowwill emerge knownas the “Task Management”Console.

Repeatthisprocessone more time sothat there are two “Task Management”windowsavailable. You
may minimizebothwindowsonce thisisdone. Youwill be comingbackto these verysoon.
Openingthe WorkOrder Console
The final windowthat youwill needtohave accessto isa “Work Order” Console. Youmayaccess thisby
againclickingthe “Search”buttonin yourOverview Console,choosingthe “WorkOrder”option,and
usingthe “Select”button.

Justlike the Task Consoles,youshouldreceive anew browserwindowthatisthe Work Order Console.
You may minimizeRemedy atthispoint. Now thatthe three Remedy windows are open,it’stimeto
access the eRoomSchedule.

eRoom Schedule
Whenprocessingthe workwithinregion4A,schedulersare notonlyexpectedtoupdate the Remedy
tickets,buttheymustalsoupdate the physical schedule locatedinthe eRoom. Priortoaccessingthe
eRoom,youmusthave your ITARand ITSEC completed. If you’re notaware of whatthisis,you needto
speakto yourmanagementandcomplete these trainingcourses. These coursesmustbe retakenonce a
yearand are a requirement. Youravailable eRoomsmaybe accessedthroughONERTN (yourdefault
home page inInternetExplorer) byselectingthe “TeamRooms”option.
You will be redirectedtothe “My eRooms”page. From here youcan see all eRooms that youhave
access to. Some cases,dependingonyourrolesandresponsibilities,youwill seemultiple business
units. Please select“RMS – Hardware Refresh.”

You will have afewoptionspresentedinfrontof you. Selectthe folderthatstates“RMS enterprise.”
Afterwhich youmay finallyopenthe technician’sschedulebyclickingonthe “Schedule”option.
You shouldnowhave the “Schedule”eRoomopen.
Woot! You’re nowable to setyour screensupand are one stepcloserto scheduling!

Manuvering the Browsers
Nowthat the maintools are up onyour screens,let’sgetsituated. Usinga combinationof the
“windows”key(locatedunderneathyour“z”key) andthe directional arrow keys, you’reable to
manipulate the browsers. Pleaseopen one of the TaskConsolesandholdthe windowskey. While
holding,pleasepressthe leftorrightarrows. Thisshouldchange the positioningof the browseron the
screen.

ScreenSetup
Now that you’re comfortable maneuvering the browsers it’s time to place them in a position that will
give you maximum efficiency. Position the browsers starting from left to right on the monitors:
Work Order Console Task Console Task Console Microsoft Word.
Also you’re going to need to expand the eRoom schedule and move it in the third slot. Using the
windows key method, it should cover up the second Task Console perfectly.
The schedule is ready,stationaryfromMicrosoftWordisset,and the Remedy windowsare goodto
go…Or are they? You still needtosee the queue! Inorderto operate withmaximumefficiencywithin
Remedy youwill be usingsearchstringstosee the day’sworkand everythingthatneedsto be
processed. Thisiswhy youopenedtwoTaskConsoles. One Console locatedonthe innerrighthand
side will maintain the overall queue,while the other Console locatedonthe innerlefthandside willbe
the “processing”window.

Advanced Search
Before youmaybeginprocessingtickets, youneedtoenterthe searchstring. To make thisa bit easier
for the future let’swalkthroughthe processtosave a search string. Pull upthe Task Console locatedon
the innerrighthand side. Atthe top of the Task Console youwill see an“Advancedsearch”option.
Please selectthisoption.
Doingthiswill openupa blanktextbox locatedatthe bottomof the browser.

Clear Button
Before you’re able toseta searchstring within Remedy,youmusthitthe clearbutton. Thisrule not
onlyappliestowardsadvancedsearches,butnormal searchesaswell. If youcomplete asearchwithout
hittingthe “Clear”buttonfirst, the informationwill notbe accurate. The “Clear”button is located tothe
righthand side of the “Advancedsearch”button.
Inputting a Search String
Place the searchstring intothe advancedsearchfield. Since you’re goingtobe processing4A Remedy
tickets,youwill be usingthe stringbelow. Pleasecopythe scriptandpaste within the advancedsearch
stringfield.
'Assignee Company' = "CSC" AND 'Assignee Organization' = "End User Services"AND 'Assignee
Group+' LIKE "%Region 4A%" AND 'Assignee+' = NULL AND ('Status*' = "Assigned" OR 'Status*' =
"Pending" OR 'Status*' = "Work in Progress")
Once you have pasted the string,selectthe “Search”buttonlocatedabove.

Saving an Advanced Search
In orderto save the search soyou don’tneedtofindthe searchstring again,selectthe “Searches”
optionlocatedatthe topof the Remedy browser.
A menuwitha fewhandyoptionstoassistyouon a day-to-daybasis will appear. Since you’re tryingto
save the search stringthat wasjustran, please selectthe “Save Search…” option.

A similarpop upwindow,muchlike the “SelectRequestType”popup,will appear. Youwill be able to
label the searchstringwithinthe textbox andbe able to save itto the Remedydatabase byselecting
“Ok.” Inthisexample youwill be labelingthe search“Region4A UnassignedTasks.”
Afterselecting“Ok”the searchisofficiallysaved. Inthe future whenablank Task Console isinfrontof
you,youcan nowload the search quicklybygoingtothe “Searches”menu. If youhave forgottenwhere
it islocated,justlook leftof the “Advancedsearch”option. Please highlightthe “RunMy Searches”
optionand clickon “Region4A Unassigned.”
Withouthavingtoplugin a search stringagain, Remedy canrun the saved searchstring. Thisis a quick
and efficientwaytoopenupqueueswhenyouneedtosee what’sgoingon.

Sorting the View
Nowthat the queue isup,it’stime that youorganize the tickets. TaskConsole view canbe sortedby
selectingafieldthathasa blue background. “Name,”“Type,”“Summary,”“Status,”and“Task ID” are
the most common sorts. You will knowhow you’re sortingbasedoff of asmall arrow pointingupor
downwithinone of those fields
In thisexample,“Summary”isbeingused asthe sort. Itis the onlysort withan arrow nextto the title.
Whenworkingwithanadditional personwithin the queue,please make sure thatyou’re communicating
howyou’re sorting. By keepingupasolidstreamof communicationwithyourteam, youwill be able to
avoidworkingthe same tickets. Ihighlyrecommend sortingby“TaskID.” Thiswill place all agedtickets
withinchronological orderand workingthe oldestticketstothe newest.
A keythingto note before startingisthe inventorylevels. EachweekaninventoryreportfromMMO
Warehouse Ops isproduced. Be consciousof these inventorylevelsasitwill have adramaticimpacton
your abilitytoschedule.
You’re finallyreadytostartprocessingtickets! Iknow that thisseemslike alot,butI promise youit’s
not! Thiswill become veryeasytoremember.

Working a Ticket
Let’sget cracking! Nowthat the queue isavailable, highlight the “Request ID” field. By simply clicking
withinthe “RequestID”fieldonce andusingthe “Ctrl”+ “A” function, you’re able tohighlighteverything
withinthe textbox. If you’re notcomfortable using“Ctrl”+ “A,”you needtopractice. The abilityto use
hot keys in this environment will dictate your success.
Pulling up the Work Order
Please copythe highlighted field by using the “Ctrl” + “C” function. Now that the Work Order number,
RTN-WO000617838 is copied, proceedto the WorkOrderand Task Console locatedonthe left monitor.
Don’t forget! Before pasting the information copied, hit the clear button. This will prevent Remedy
from receiving bad information.

After the clear button has been clicked for both Consoles, paste the Work Order Number in the two
fields. Paste (Ctrl+V) the Work Order number, RTN-WO000617838, into the “Request ID” field of the
Task Console.
Please clickthe “Search”buttonlocatedat the bottomlefthandside.

While the systemissearchingwithinthe TaskConsole,paste (Ctrl +V) the Work Ordernumberintothe
“Work OrderID” fieldlocatedwithinthe WorkOrder Console.
Selectthe searchbuttonlocatedat the bottomleftcorner. The Work Order Console iswhere amajority
of informationwill be locatedtoassistinschedulingthe ticket.

Don’tforgetto sort by “Task ID” forthe firstsearch. By doingthisone time,andfromhere on out, the
searcheswill come upinthe propersequence of the WorkOrder.
Selecting the Tasks
Selectthe tasksthat youwill be responsibleforprocessing. Inthisparticularscenario youwill be
updatingthe StagingCoordination,Stage Computer,andInstall Computertasks. Inordertoselectall
three tasks,holdthe “Ctrl” buttonwhile clickingonthe tasks. Thiswill allow the highlightingof all three
tasks.

Modify ALL
Once the tasks are selected,enterthe “ModifyAll”mode. Anindividual canmanipulate all tickets
selectedatthe same time bydoingthis.
Don’tpanic whenenteringthe “ModifyAll”mode! Notice thatthe fields withinformationgoblank.
Alsothe orange bar at the topwill change tored.

If a situationoccursthat requires anadditional taskinthe “ModifyAll”mode,hold“Ctrl”andselectthe
appropriate task. Also,todeselectatask use the same method(Ctrl + clickingthe tasknotneeded).
Updatingthe Notes
Since you’re inthe “ModifyAll”mode, transferthe informationfromthe WorkOrder Console tothe
Task Console.
Approvals
The firstpiece of informationthat needstobe targeted isthe approval. Whenan employee ismakinga
requestfora tangible object,there mustbe anapproval withinthe service request. You’re able tocheck
thisby selectingthe “ViewService Request”optioninthe WorkOrder Console.

A popup windowwithafewoptionslocatedinthe middle willappear. Pleaseselectthe “ActivityLog”
option. The approval/sare visible withinthe ActivityLog. Whendeterminingwhatapproval touse,
ensure itisthe nearestsubmitteddate.
Usingthe “selectall”function(Ctrl +A) highlightthe approval notesandcopythem (Ctrl + C).
Example:“The Please install only*TjN”

Keythingto note! In a situationthatrequireslookingat anattached file forthe WorkOrder,look
towardsthe “View Service Request”window underthe “Attachment”field.
Nowthat the approval comments are copied,close the “View Service Request”window. Paste the
information intothe “Notes”fieldof the TaskConsole.

Expandthe “Notes”fieldbyclickingthe iconlocatedtothe rightof the field. Whenselectingthisicon
for anyof the fields, proceedasif youwere writingwithinthe fielditself.
WorkOrder Number
Nowthat the notesfieldisexpanded,copythe WorkOrdernumberandplace it underneath the
approval. Grab the Work Order numberfrom the Work OrderConsole. It’simportanttokeepthisorder
each time forconsistency.

Detailed Description
Afterthe Work Orderisplacedwithinthe “Notes”field, copy the informationfromthe “Detailed
Description.” Todo thisas efficientlyaspossibleclickone time inthe “DetailedDescription”field,and
use the selectall method(“Ctrl + A”). Thiswill allow highlightingeverythinginthe field,despite not
expandingthe box.
Copy(Ctrl + C) the detaileddescriptioninformation andpaste (Ctrl +V) underneaththe WorkOrder
numberwithinthe notesfieldof the TaskConsole.

SmartFormAnswers
Great! Nowthat youhave the detaileddescription recorded,collectthe “SmartFormAnswers.” This
informationmaybe foundbyaccessingthe “Details”tabwithinthe WorkOrder Console.
Clickonce withinthe “Smartforms Answers”field,highlighteverything(Ctrl +A),copy(Ctrl +C),andpaste
underneath the DetailedDescription inthe “Notes”fieldof the TaskConsole.

Directory ServiceInformation
The notesare almostcomplete. Whenprocessingticketsitisimportantthatthe customer’scontact
information are withinthe “Notes”field(this assiststhe technicians). Inthisexample the “Detailed
Description”informationprovidedthe customercontactinfo. Incasesthat do not have the enduser’s
(“RequestedFor”) information, pulltheirDirectoryService information. The “RequestedFor”iswithin
the Work OrderConsole.

Viewing the eRoom Schedule
The notesare lookinggood,solet’scheckoutthe schedule! Pleasepull upyoureRoom.
Before attemptingtoscheduleacustomer,ensure that there are twoslotsavailable. Asa schedulerbe
preparedtohave one slotfor the initial offer,andanotherif the customerdeclinesthe first. With the
eRoomschedule, schedulersare able todosearchesfast,efficient,andinaveryeffective way. Since
you’re tryingtosee all of the available slotsbetween5/3/2013 – 5/31/2013 change the drag box located
to the right of the “Date” settingfrom“(any)”to “between.”

Adjusting a Search
Afterthe “Date” settinghasbeenadjusted,utilize the calendariconstofill the fieldsyou’re searching
(you’re alsocapable of typingthe dateswithinthe twofieldsif preferred). There are a few otherfields
that can be filteredsuchas“AM/PM,” “Area,”“Technician,”“User’sName,”“WO,” “Task,”“Old Asset,”
“NewAssetNumber,”“OriginalAsset,”“Textanywhere,”andmore. Since you’re tryingtocreate a
brand newappointment, donotuse anyof the additional filters. Selectthe “Find”buttonwhenyou’re
done filtering.
Once the resultshave beenreceived feel free tolookatall the differentsortslocated inblue. Like
Remedy,onlyselectasort fieldonce.
Clickthe “Date” field. Thiswill show the appointmentsinchronological orderwitheachof the techs.

To get to the nextpage of schedules,accessitbyscrollingtothe bottomof the schedule andselecting
the page needed.

Non-Refresh Technician
Each week the schedule will containone technicianthatisdesignatedfornon- refreshwork. This
technicianwill workatthe airportfacilitiesonMonday’s,Wednesday’s,andFriday’s. Tuesday’swillbe
designatedforRaywest,whileThursday’swill be forRitaRoad. Friday’sbefore anew hire class,the
designatednon-refreshtechnicianwillbe heldresponsiblefordoingthe peripheral placementonly.
There are some ruleswhenschedulingnon-refreshworkthatmust be followed:
- In a situationthatyou’re schedulingjust BlackBerry surplustasks,the techmay receive a
maximumof tensurpluses.
- Onlyone reimage maybe scheduledtothe technicianperday. The one reimage mustbe
scheduledwithinthe morningtime,notinthe afternoon. There are noexceptionstothis.
- The chosentech mayreceive upto a maximumof fournew service ticketsperday.
a. Note that youmustconfirmthese are actual new service devices(Nodatatransferrequired)
If a data transferisrequired,ensurethe amountisdocumentedinthe schedule and
schedule accordingly. Onlythree new service devicesmaybe scheduled(2hoursrequired
perunit).
- Withthe exceptionof the newhire peripheralsbefore anew hire classanda full schedule of ten
surpluses, the designatednon-refreshtechnicianmaynotreceive more thansix WorkOrders
withinone day’sschedule.
Notfollowingtheserules will create reschedules,frustratedtechnicians,and ultimatelycustomer
dissatisfactionwithCSC. Byenforcingthe stipulationsabove, you’regivingthe technicianthe best
possible chance tocomplete all of hisworkforthe day.
Nowthat the schedule hasbeenfiltered, findthe customeraschedule date,andcreate a new entry.
The customer’sinformationwithinthe notesof the TaskConsole indicatesthatthispersonislocated
withinbuilding809.

Building Breakdown
Since you’re attemptingtoscheduleanenduserlocatedwithinthe airport,targetMondays,
Wednesdays,andnon-newhire Fridays. If you’re unsure of where buildingsare located,please referto
the diagrambelow.
Notice the availabilityof the designatedtechfor05/22/2013 (Wednesday). He doesn’tmore thansix
Work Ordersfor the day,and neitherof the WorkOrders is fora reimage. Youcan check to see the type
of workthat he has by scrolling the schedule tothe righthandside andexposingthe “workperformed”
field.
You’re almostreadyto create an entryfor the customer,but you needtobe preparedfora counteras
well.

New Hire Peripherals
Friday,May 24th
, isavailable,but ensure thatthisisnota Fridayprior to a new hire Monday. Remember
that the non-refreshtechnicianisresponsibleforthe new hire peripheralsthe Fridaybefore the classon
Monday. Checkingthe Raytheoncalendarwill helpdeterminewherethe 24th
of May fallsinto. Youcan
grab a pdf versionof the calendarbelowat:
http://docushare1.app.ray.com/docushare/dsweb/View/Collection-467691 (Updatedfor2014)
Unfortunately,May24th
isa Fridaybefore anew hire class. You can determine thisbylookingfor
Fridaysnotdesignatedasan“Off-Friday”(highlightedinred). New hire classesoccureveryother
Monday withholidaysasanexception. If aholidayoccurson a New Hire Monday,the new hire classis
heldthe followingday, Tuesday.

Because of thisdiscovery, you’re requiredto findanothercounterdate. Due tothe 27th
beinga holiday,
checkthe schedule forMay29th
(Wednesday/Airportday).
There are noentriesforthe 29th
of May so it lookslike you’re preparedtocontactthe customer.
Scheduling the End User
Withthe exceptionof surplus,network, telephony,and offsite facility tickets, all non-refresh work will
require you to make an attempt at contacting the end user or the point of contact selected within the
ticket. Inorder to place a non-refresh ticket on the schedule, contact with the end user is required. It
may seem like this is a bit much for one ticket, but this will significantly reduce the amount of
reschedules,missedappointments,andoverallcustomerdissatisfaction! Using your Avaya Soft Phone,
or hard phone, be expected to speak to the customer.

Customer: Hi this is Rich.
Joshua: Hi Rich! This is Joshua with desktop support scheduling. How are you today?
Customer: I am doing well Joshua, thank you.
Joshua: That’s great to hear sir. The reason why I am contacting you is in regards to the Work Order
you had submitted, RTN-WO000617838. I see that you’re requesting a new device and I were hoping I
may schedule an appointment between you and a technician for Wednesday, May 22nd
in the AM?
Customer: Well give me just a minute. I need to check my calendar.
Joshua: Take your time sir.
Customer: JoshuaI am able todo May 22nd
, but I am goingto needthatin the afternoon. Ihave back to
back meetings from 8:00 AM – 12:00 PM. If I know me, I am going to need some lunch after that.
Joshua: Not a problem sir, bare with me for one moment. I need to check my schedule.
Because the customerisreceivinganewdevice, the technicianhaslessthansix Work Orders scheduled
to him,and thisisnot a reimage,honorhisrequest foraPM time slot. To create a new entry within the
schedule, scroll to the very bottom and select the “new entry” option.

RequiredFieldsforSchedulers
From here you’re able toinputdatainto the schedule. Some of the fields that you see will not require
an update byyou. Multiple partiesuse the scheduling tool including the tech bench (prep warehouse)
and the field technicians. All fields highlighted within yellow are specifically for schedulers.

eRoomScheduleFieldsBreakdown
Belowisa quickcheatsheetforall the fieldshighlighted on page 40. Schedulers are required to fill out
these fields. If there is an * next to the title, the field is only required for specific tickets.
Date: is the day that the appointment is being scheduled for.
AM/PM: indicatesthe time frame thatthe customeris requesting. AMappointments are from 8:00 AM
to 12:00 PM. PM appointmentsrange between1:00 PMto 5:00 PM. There are alsooptions for the first
or last AM/PMappointments. Thisoption shouldonlybe used when a customer specifically requests a
time frame.
Area: states what facility (Airport, Raywest, Airport, etc…) the end user is located at. You can also
identify the non-refresh technician with the drop down menu.
Technician: is the technician that is to receive the scheduled appointment.
Peoplesoft: is the employee ID number of the end user. This information is within the customer’s
Directory Service information.
Contact Number: is the best possible contact number to reach the customer.
Extension*:isonlyapplicable if the enduserstatesthatanextensionisrequiredforthe contactnumber.
WO: Work Order Number
Task*: may onlybe usedwhenone specifictaskwithinthe WorkOrder is being assigned to a technician
to work. A good example of this is if a customer has multiple add peripherals within the same Work
Order for different areas, Rita Road and the Airport. Since you don’t want to send the technician to
separate areas,youwill scheduleonlyone of the add peripheralsforatech goingto the Airport, and the
other add peripheral for a technician going to Rita Road.
BlackberryTask*: inthe rare eventthat you have to schedule an employee separation work order, this
task should be used for the retired handheld. Because most separations hare handled by the surplus
team, it is very rare to use this field.
Bldg:buildingthatthe customerislocatedin. Please note thatif the customerislocatedwithinbuilding
m20, m22, m30, or m24, replace the “m” with “90.” Example “Customer stated he was located within
building m22 = 9022. It is important that the documentation for the schedule is across the board.
Floor: is the floor the customer is located at.
Room: is the location that the work performed will take place at.
IP Address*:isonlyrequiredwhen dealing with linux devices or printers. If you do contact a customer
for a linux device and it is a new service, the customer will not have this information.

Host Name*:isonlyapplicable tolinux devices. Anexampleof thisis“EC8574.” Thisinformationshould
be found in the notes of the work order.
Data/GB: is onlyapplicableif anenduserisreceiving a new device and requires data to be transferred.
Always check with the customer, including new service devices, if data needs to be transferred. How
many GB (Giga Bytes) are required?
Work Performed: states the type of work that is being performed by the technician. Examples of this
include 8570P, 8570W, 8300USDT, 8300CMT, 8570P Redeploy, 22” Monitor, Peripherals, BB Surplus,
etc…
Old Asset: is the asset tag of the customer’s old/current device.
Install Type:depictswhy the customer is receiving the device. Refresh, newhire, add peripheral, new
service and CSC refresh are the options given.
OS: standsfor operatingsystem. Whattype of operatingsystemisthe customerreceiving? Options for
this field include digital signage, linux, shopfloor, windows 7, and xp.
Comments: is great for any additional information such as alternate point of contacts.
Ticket Description: contains the approval comments from Remedy.
Confirmed:isaskingif the appointment has been confirmed? Because you are always making positive
contact with the customer, the answer is “yes.”
Scheduled By: is used to identify whom scheduled the ticket. Use the drag box to select your name.
Reschedule*: if an item is rescheduled, this box will show a “yes.”
Reschedule Reason*: describes why the Work Order was rescheduled
Reschedule Comments 1, 2, and 3*: These fields are for additional information pertaining to why the
Work Order was rescheduled.
Pull Status:indicatesif anytangible itemsneedtobe pulledtofulfill the workorder. Simplyaskyourself
if the customer is receiving something tangible? If the answer is yes, set the pull to “yes.” If the
customerisnot receivingatangible item,select“no.” Thisfieldalsohasthe “expedite”optionavailable
for all tangible itemsscheduledwithin7days. If a Work Orderthat isreleasing equipment is scheduled
within 7 days it is classified as an “expedite.”
Thiscompletesthe listingof fields that the scheduling department is required to fulfill. The following
page is a quick, condensed list of the same information. This will be handy to refer to.

eRoomScheduleQuickList
The * = highlysituational. If the fielddoesnotcontain*nextto it’sname,thisinformationis
mandatory.
Date
AM/PM
Area
Technician
Peoplesoft
Users Name
Contact Number
*Extension
WO
*Task
*BlackBerryTask
Bldg
Floor
Room
*IPAddress
*Host Name
Data/GB
Work Performed
OldAsset
Install Type
OS
Comments
TicketDescription
Confirmed
ScheduledBY
*Reschedule
*Reschedule Reason
*Reschedule Comments
*Reschedule Comments2
*Reschedule Comments3
Pull Status

Continuing the Conversation
Now that the entry screen is up, let’s continue the conversation with the customer.
Joshua: Thank youfor waitingRich. Justfor confirmationpurposesIhave youscheduledfor 5/22 in the
PMslot. Is this correct?
Customer: Joshua is there a specific time that I can be marked down?
Joshua: Unfortunatelythere isnota specifictime,justestimation. The AMappointments are between
8:00 AM – 12:00 PM. In your case a PM appointment is between 1:00 PM – 5:00PM. I can however
request that you be placed in the first “PM” slot, or second if you have a preference?
Customer: Let’s go ahead and shoot for the second PMslot. I may have a long lunch that day.
Out of thisbrief sample of the conversation three fieldshave been determined. The customerisable to
meetan appointmenton5/22,he isrequestingthe 2nd
PM appointment,andthisisgoingto the non-
refreshtechnician, Charles J Birmingham.
In orderto selectthe appropriate technician,clickonthe iconrightof the “Technician”field.

Selectingatechnician
Thiswill pull upall the namesof the techniciansworkingICMS(WorkOrders). Select Charles J
Birmingham and clickthe “Ok” buttonlocatedat the top leftcorner. Thiswill take youback to the “Entry”
screenthat has the data fields.

BasicContactInformation
The nextfieldswithinthe “Entry”screen are the User’s Name,ContactNumber,andExtension. Youmay
simplycopythe customer’s information fromthe WorkOrderConsole thatyouhave openonyour left
monitor. Please rememberthatyourcustomeristhe “RequestedFor,”notthe “RequestedBy.” In
orderto get the bestinformation, confirmthiswiththe customer!
Joshua: Great, I have yourecordedforthe “2nd
PM” slot. What isthe bestcontact numberforthe
techniciantoreachyou Rich?
Customer: My bestcontact numberisgoingto be my deskphone at 520-794-3222. If I don’tanswer,
may I addan alternative?
Joshua: Of course youmay. I saw inthe notesof the ticketyouhad WalterGuiotas an alternative.
Wouldyoulike me to maintainhimasthe alternative contact?
Customer: Yes,that wouldbe perfect. He sitsrightnextto me.
If an enduserrequestsanalternate contactbe withintheirticket,youmayinclude thatinthe
“Comments”field. Let’scontinue the phone call.

Joshua: Alright,Ihave addedWalteras an alternate pointof contact. Rich justfor verificationpurposes
you’re currentlylocatedwithinbuilding809, firstfloor, cafeteriaarea?
Customer: Yesthat is correct.
Joshua: Ok, andwill yoube needing anydatatransferred?
Customer:No I will notbe needingatechniciantotransfermydata.
Joshua: Not a problemsir. AlsomayI getyour currentassettag number?
Customer:Ya sure,give me a momentforthe tag. Josh the assettag isRA043679.
Joshua: Excellent,Iwill putthisonthe techniciansschedule andtheywill be contactingyoupriorto
your appointment. If youneedtoreschedule before then,please contact Michelle Walkerat520-665-
7311.
Customer: Thankyou Joshua.
Joshua: Thank youand have a great day.
End call…
WorkingThroughtheInformation
Nowjustsimplymove downthe datafieldsfillingouteverythingrequiredfromscheduling. Inthe
example the WorkOrdernumberwasadded inthe “WO” fieldand customer’slocation wasverified.
Withinthe “Entry” window notice the three datafields requesting“Bldg,”“Floor,”and“Room.”Collect
thisinformationfromthe enduser. Thisisverycritical!

TaskField
One thingto note before continuingisthe “Task”field. The onlytime tomake an entryintothisfieldis
whenone specifictaskwithinaWorkOrderis beingperformed. A prime example of thisishavinga
Work Orderrequestthe pickupof equipmentinmultiple locations. The WorkOrderwouldstate that
the peripheralswere in9020, however,the device isat 9022. Schedulingticketsin sucha situation,
avoidsendingatechniciantomultiplelocations withthe helpof the “Task”field. If you were scheduling
the “SurplusPeripheral”taskfirst,putthe task ID underneaththe “WO”field. Whenthe Techleadgoes
to close outthe ticket,he will be able toidentifyspecificallywhichtechperformedwhatwork. Iknow
that thismay be a bit confusing,butif youendupin a situationlike this,pleasecontactyourleadto
assistyou.
RecordingLocationNumbers
Anotherside note iswhenyou’re recording abuildingnumber,pleaserefrainfromusingletters forRita
Road. Anexample of thisisreceivingaWork Orderthat isrequestinganew device inM30. According
to the locationdiagram,locatedonpage 36, M30 is9030. Failingtorecordthe correct locationwill have
negative impactonreporting,the pull,andthe technician’sprintedschedule.
Data andWorkPerformed
The nextfieldsthatneedtobe filled are the “Data/GB”and “Work Performed”fields. These fields
describe if the enduserrequiresdatatobe transferredand whatthe enduserisreceiving. Inthe
example,the customerstatedthattheydidnotwant to have anyof theirdata transferred,thusleaving
the “Data/GB” blank. Again,consistencyanddetailsisimperative. Whenrecordingamodel numberof
the device,be sure thatthe lettersfollowingthe numberare capitalized andif itspecifiesthatit’sa
redeploy,include it! Failingtodothiswill have anegative impactonreporting.
Because Richis goingtobe on the receivingendof an8570P, documentthatin the workperformed.
You alsoneedtorecord the oldassettag information. Thisinformationsignificantlyhelpsthe tech
benchintracking surplus’ditems. Youmaydo thisin the “OldAsset”field.

Install Type
The followingfieldthata schedulerisresponsible forchangingisthe “Install Type”field. Thisfieldwill
tell the technicianif the workperformedisarefresh,new hire,addperipheral, ornew service. In this
case selectthe “NewService”option.
OperatingSystem
Locateddirectlyunderneath the “InstallType”fieldisthe “OS”data field. Unlessspecifiedotherwise,
alwaysselect“Windows7.” Otheroptionsincludedwithinthisfieldare “Digital Signage,”“Linux,”“Shop
Floor,”and “WindowsXP.” WindowsXPmayonlybe givenif the enduserprovidesasecuritywaiver
exceptionform. Inthose situationsadjustthe fieldaccordingly.

TicketDescription
Schedulersare alsoresponsibleforpastingthe approval commentswithinthe “TicketDescription”field.
Rememberthe approval comments are withinthe “Notes”fieldlocatedonthe TaskConsole. This
informationwasthe veryfirstthing copied andpastedinto the notes.
Example: “Please issueastandardlaptop8570P w/KB,MS, PortReplicator,andMonitor* TjN.”
Confirmed
Since the customerwason the phone agreeingtothe scheduledappointment,select the “Yes”option
for the “Confirmed”field.

ScheduledBy
Alsoconfirmyouractionsof schedulingthe appointmentbyselectingthe “ScheduledBy”field. Much
like the “Technician”field, clickthe iconlocatedtothe righthandside. Thisfieldhasa listingof all
individualsthatare capable of manipulatingthe eRoomschedule. Selectyourname andclickthe “Ok”
button. Thiswill save the name inthe “Scheduledby”fieldandtake youbackto the “Entry” screen.

Pull Status
The final data fieldwithinthe “Entry”screen thatschedulers are responsibleforisthe “Pull Status”field.
Whenan enduseris receivingequipment, the technicianside of the house isresponsible forprepping
the device priortothe appointment. Toensure the device comesfromthe warehousetothe tech
bench,a “Pull”reportisran by the tech lead. The pull coverseveryseven days. If youschedule adevice
for a Monday,the device willbe pulledthe Mondaybefore the appointment. Inthiscase the scheduled
appointmentis05/03 for 05/22. The device will notbe pulleduntil 5/15(sevendayspriortothe
appointment).
Because youwantan 8570P pulled,selectthe “Yes”option. Thiswill now show uponthe tech leads
report,and allowpreptime forthe device.

There are otheroptionswithinthe “Pull”field,howeveryouwill primarilybe dealingwiththe “Yes,”
“No,”and “Expedite”options. The “No”optionwill be usedonnon-refreshtaskssuchas Black Berry
surpluses,reimages,andanythingelse thatdoesnot require CSCtoprovide apiece of equipmentfrom
the warehouse. The “Expedite”optionisusedwhenschedulinganappointmentrequiringapiece of
equipmentthatneedstobe completedimmediately.
Before proceedingtohitthe “OK” buttonwithinthe “Entry”screen,please checkyourwork!
Ok,time to save the entryby hittingthe “Ok”button.
Goodjob! Now youneedto update yourRemedy tickets.

Completing Remedy
Selectthe “Ok”buttonwithin the “Notes”window locatedonthe TaskConsole. Thiswill laterallow you
to save the notes.
AssignmentTab
Setthe Remedy ticketstothe designatedtechnician. Youmay dothiswithinthe “Assignment”tab
locatedat the middle of the TaskConsole.

Anytime youwanttomanipulate the “Assignment”tabfields,use the dragboxesto selectthe
appropriate options. Donotevertype informationintotheseboxes! The reasonwhyisbecause the
technicianswillbe unable tosee the ticketswithintheir Overview Consoles. Since you’reassigningthe
ticketto a Tucson technician,follow the sitesupportmatrix tolocate the accurate queues neededto
reach the designatedtech. If youdonot have the site supportmatrix,please speaktoyourlead,and
youwill be giventhe mostupdatedcopy.
Great job!

DatesTab
Wheneveryou’re schedulinganappointmentwiththe customer, the “ScheduledStartDate”and
“Scheduled EndDate”needstobe set. Itmay be achieved withinthe “Dates”tabnearthe centerof the
Task Console. Selectthistab.

Usingthe calendaricon,verysimilartothe one usedin the eRoomschedule,select the “ScheduledStart
Date” andset the time to 1:00 PM. Understandthatthe appointmentisundetermined,however,by
settingAMappointmentswithascheduledstarttime of 12:00 PM, and PMappointmentswitha
scheduledstarttime of 1:00 PM, the technicianshave time toupdate theirticketswithoutsuffering
fromthe live SLA clock. Selectthe “OK”button.
Don’tforgetto setthe “ScheduledEndDate”fieldaswell. Anytimethe “ScheduledEndDate” issetuse
the same day withclose of business of 6:00PM. Selectthe “OK”button.

Afterselectingthe “Ok”buttonand checkedthe dates/timesinthe appropriate fields,recordwhat you
have done withthe ticketwithinthe “WorkInfo”tab.
WorkInfo Tab
The “Work Info”tab hasone purpose and one purpose only;documentwhatyoudidwiththe ticket.
You will also be able tosee whatpreviousindividualsdidwiththe ticketwhennotviewinginthe
“ModifyAll”mode. Thisinformation shallappearinthe “WorkInfoHistory”section locatedwithinthe
“Work Info”tab. You may selectthe appropriate note youwouldlike toview andselect the “View”
button. Please see the example below:

Be clear,concise,andto the point whenupdatingthe “WorkInfo”tab. Schedulersare responsible for
alteringthe “Source,”“Summary,”and“Work InfoNotes”fields. The “WorkInfoType” fieldwill always
be set to “General Information.” Youmayleave the “Date”fieldblankbecause the fieldwill auto
populate wheninformationissaved.
Source
The “Source” fieldshouldbe settothe appropriate line of communicationthatwasusedtodetermine
the informationyou’re documenting. Anexample of thisisthe ticketthatwasjustscheduled. Outof
the optionsgiven, youwere able tocontactthe EU via phone.

Summary
Once the source isselectedyoumaymove onto the “Summary”field. Thisfield isaquick Overview of
whatyou didwiththe ticket. Anyone reviewingthe “Summary”section shouldbe able toidentifyyour
actionsimmediately. The acceptable entriesforthe schedulingdepartmentare asfollowed:
- AssignedbyJDougan(YourfirstInitial followedbylastname. Be sure to capitalize asshown)
- ScheduledbyJDougan
- Updatedby JDougan
- FirstAttempt
- SecondAttempt
- ThirdAttempt
- “Assginedby__________” shouldonlybe usedinsituationsthatyoudonot needtoput the
ticketonthe physical schedule. Examplesof thisare networkandtelephonytickets. Bothof
these tickettypeswill requireassignmentonly.
- “Scheduledby________” may onlybe usedwhena ticketisscheduled/rescheduled withanend
userand a scheduledstartdate isplacedwithinthe ticket.
- “Updatedby __________” is usedwhen you’re updatinguseful informationforthe technician.
An example of thiswouldbe inasituationwhere anendusercontactsyouafteryou hadalready
scheduledanappointment. The enduserisrequestingthatyou update theircontact
information. Inthisscenariobecause you’renotscheduling/reschedulingaticket,use this
status.
- “Updated by__________” Anotherexampleof usingthissummaryis whenanenduser
contacts youfor statuson a ticket. Againbecause you’re neitherscheduling/rescheduling, you
woulduse thisstatus.
- Attemptsare usedwhenattemptingtoreachthe customerandnot beingsuccessful. Pleasesee
the “Attempt”sectionlocatedonpage 64 for more informationonhow toproperlyuse this
summary.
Since youhave placeda scheduledstartdate onthe ticket, use the summary“Scheduledby________
(YourfirstInitial followedbylastname. Be sure to capitalize asshown).” Anyonewhotakesaglimpse
at the “Work InfoHistory”section should have aclearunderstandingof whodidwhatwiththisticket.

WorkInfo Notes
It’stime for the final sectionbeforesaving,the “WorkInfoNotes”field. Thisisthe area where youmust
documentwhat/whyyoumade anentry. Thisfieldwill varyfromtickettoticket. Due toyou attempting
to documentthe scheduledappointment,use the followingverbiage:
“Contactedenduserand confirmedappointment. Schedulingticketto CharlesJBirmingham for
5/22/2013 PM.”
Thisdocumentationprovidesthe IncidentCoordinationTeamall the informationneededtoallowthe
ticket“CustomerDelay”Status. The workinfonotesindicate the enduser’sconsenttoanappointment,
on a designatedday,withinaspecifictime frame. Itisveryimportantwhendocumentingthe ticketthat
youinclude thisinformation. The consequence of notdocumentingproperly willresultinSLA penalty.

Savingthe Work
Nowthat the “Assignment,”“WorkInfo,”and“Dates”tabs are filledwiththe appropriate information,
save the work. Selectthe “Save”buttonlocatedatthe bottomlefthandside of the TaskConsole. When
selectingthisbutton,youwill receive apopupwindow withthe followingtext,“Thisoperationwill
modify(Numberof taskshighlighted. Inthisexample there are 3) entries. Continue?” If the numberof
tasksyou have highlightedmatchthe numberthatthispopupshows, clickthe “Yes”button.
It iscrucial that before savingyou’re payingattentiontowhatyou’re doing. Inthe “ModifyAll”mode,
the screenwon’tshowthe save after clickingthe “Save”button. To exitthe “ModifyAll”mode,andsee
the save,simplyclickonthe firsttask withinthe TaskConsole. Usuallythistaskwill have a“Pending”
status.

ExitingModifyAll
Afterselectingthe individualtask,the “Currentmode:ModifyAll”textwill change to“Currentmode:
Modify.” Alsothe backgroundbar will change fromredto orange. Beinginthe “Modify”mode will
allow youto onlymanipulate one ticketata time. Fromhere you’re able tomake the final adjustment
withthe ticket,the status!
Status
Anytime anenduseragreestoan appointmentoran attemptismade,the “Pending”ticketswithinthe
Work Orderneedtohave a “StatusReason:CustomerDelay.” Thiswill stopthe SLA clockon the ticket,
and ensure CSCdoesnotreceive atime penalty. Keythingstoknow whenyou’re tryingtochange the
statusof a ticket:
-Youmay not change the status of a ticketwithinthe “ModifyAll”mode
-Ticketsin“Staged”statusmay not receive astatuschange until the previoussequencedtaskwithinthe
Work Orderis closed.
-The status“PendingCustomerDelay”isthe onlystatusthatwill stopthe SLA clock.

Once you have selectedyourappropriatestatus,selectthe “Save”button. The schedule isupdated, the
Remedy ticketsare properlydocumented, andafistpumpis required! Greatjoboncompletingyour
firstappointment!
Attempt Process
The nextscenarioisthe Attempt Process. Insome situationswhenyouattempttocontactan enduser
to schedule anappointment,youwill nothave successinreachingthem. Thissituationwill require a
“FirstAttempt.” “Attempts”have averyclear processto follow thankstothe Endto End Reference
Guide:
-Statusof PendingwithaStatusReasonof CustomerDelayisonlyusedwhenwaitingonthe End
User
a. If there are not dailyattemptsbeingmade the taskwill be movedbackto “In Progress (The
SLA Clock will count when thishappens).”
-All three attemptsmust:
a. Be made duringuser'sbusinesshours (7:00AM – 6:00 PM)
b. Documentthatcustomerwascalledand voice mail left
c. Documentthat an email wassentfromRemedytothe customer
-Only one attemptcanbe made per day
-Attemptsmustbe made daily(businessdays)
-Itisnot a requirementthatall three callsbe made before expirationof SLA
-Contactattemptsbyschedulersare anattemptand countin the three attempt
-If customercontactis made any time duringthe 3 attemptprocess,the 3 attemptprocessmustbe
restartedif the customerdoesn'trespondagain.
-Thisprocessisnotapplicable whenthere isamilestone date fromthe EndUser providing
availability. Inthese situationsuse the example: End user’svoice mail indicatesthattheyare on
vacationor out of the office until aspecificfuture date.
-If the taskis made active afterbeingsenttothe 3 attemptqueue,the 3 attemptprocessmustbe
restarted.

Attempting to Process
Nowthat there isa prettyclear understandingof how tonavigate through Remedy,let’sprocess the
secondticket, RTN-WO000625729. Againgrab the nextWork Ordernumberfromthe “RequestID” field
and plugitinto the Task andWork Order Consoles.
Afterclickingthe appropriate tasks, enterthe “ModifyAll”mode. Don’tforgettocollect the information
inthe correct formatfor the “Notes”field:
- Approval
- Work OrderNumber
- Detaileddescription
- SmartformAnswers
- DirectoryService information(ifenduser’scontactinformationhasnotbeenprovided)

In thisexample you’reprocessinga“SurplusBlackBerry”task. You’re not providingthe enduserwitha
tangible itemorpiece of software,therefore noapproval isrequired. Youalsoneedto check the eRoom
schedule todetermine anappointmentdate. The noteswithin the WorkOrderstate thatHenryKong is
goingto be the main POC(Pointof Contact). Thanksto the DirectoryService tool, you’re able toidentify
Henry’sworklocation,the airport. Setsome realisticdatestosee whatisavailable usingthe “Dates”
field. Pleasesetthe “Dates”fieldto5/08/13 – 5/31/13.
Nowthat you’re able tosee everythingforthe techs, youmay selecttwooptionstooffertothe end
user.
Remembertofollow the rulesforschedulingnonrefreshwork:
- In a situationthatyou’re schedulingjust BlackBerry surplustasks,the techmayreceive a
maximumof ten BlackBerry surpluses.
- Onlyone reimage maybe scheduledtothe technicianperday. The one reimage mustbe
scheduledwithinthe morningtime,notinthe afternoon. There are noexceptionstothis.
- The chosentech mayreceive upto a maximumof fournew service ticketsperday.
- Withthe exceptionof the newhire peripheralsbefore anew hire classanda full schedule of ten
Black Berry surpluses,the designatednon-refreshtechnicianmaynotreceive more thansix
Work Orderswithinone day’sschedule.

Withthe rulesinmind, youcan identifythatDaniel Willifordmayreceive workforMay13th
or Charles
Birminghamforthe 22nd
. You’re readyto call the customer!
Leavinga Voicemail
(Attemptsto contact customer, but enduser’s voicemail comesup)
Joshua: HelloHenry! Thisis JoshuawithDesktopSupportScheduling. Iam contactingyouin regardsto
the Work Orderthat you hadsubmitted, (state whattheyare requesting). Iwouldlike toschedule an
appointmentdate withyou anda technician. Youmaycontact Michelle Walkerat520-665-7311 toset
up that appointment. Pleasehave your WorkOrdernumberreadyuponcalling. Thankyouand have a
great day.
Excellent! You’ve completedhalf of the attemptbyleavingthe voicemail. Since you’re notscheduling
anythingwithinthe eRoomschedule,minimize itfornow. Youdo howeverneedtoupdate the tickets
to reflectthatan attemptwasmade. An attemptiscomprisedof twopieces,avoicemail andanemail.
UpdatingtheAssignmentTab
Because the voicemail wascompleted,itisessential that youtransitionintoupdating the Remedy
ticket/s. Please headbackto the Task Console. Beginwith the “Assignment”tabandassignthe
appropriate ticket/stothe “VendorDesktopFieldSupport - Region4A”group. The assignee will be the
“VendorAttempt2” Assigneebecause youhave completedasuccessful “FirstAttempt.” All “First
Attempts”needtobe sentto the “VendorAttempt2” Assigneeforthe schedulingdepartment.
Afterthe “Assignment”tabhasbeencompleted, clickthe “Dates”tab.

UpdatingtheScheduleStartDate
Providedthata voicemail wasleft,you’re obligatedtochange the scheduledstartdate toclose of
business(6:00PM) for the followingday. Thisisa requisite becauseof the reportingthatthe incident
coordinationteamdoesona dailybasis. Also,thisisinaccordance withthe End to End Reference
Guide. Inthissituationsetthe ”ScheduledStartDate”field tonextday,close of business(COB)
“05/09/2013 6:00 PM.”
The final tab that will needto be updatedisthe “WorkInfo”tab.

UpdatingtheWorkInfo Tab
Like the previousWorkOrderthat youhad workedon, fill the “Source,”“Summary,”and“Work Info
Notes”fields.
-Source will alwaysbe “Email”whendoinganattempt. Thisisto reflectthe email sentthroughRemedy.
-The “Summary”fieldshouldhave “FirstAttempt”documented. It’sveryimportantthatthe “Summary”
fieldbe entered exactlyasshown,inthe layoutgiven. Failure todothiswill resultininaccurate
reporting.
-The “Work InfoNotes”fieldneedstohave the documentationexactlyinthisformat:
“Attemptedtocontactclientat (listphone number/s) leftavoicemail andsentemail.”
Be sure to fill the scriptwiththe appropriate contactinformation. Thisisanexample of whatisneeded
for the Work Orderyou’re currentlyworkingon:
“Attemptedtocontactclientat 520-794-4398, lefta voicemail andsentemail.”
Selectthe “Save”buttonwhencompleted.

SendingtheEmail
Nowyoumust deliveranddocumentthe emailthroughthe Remedy systemtocomplete the “First
Attempt.” Within the WorkOrderConsole locatedonthe lefthandside of yourscreen,selectthe
“Email System”function.
The “Email System”popupwindow will appear.

Please notice thatthe “InternetE-Mail”fieldisautomaticallypopulatedwiththe “RequestedFor’s”
information,andnotHenry’s. Let’scorrectthisusing the searchtool locatedabove. Youshouldbe able
to enterHenry’sfirstandlastname to receive the appropriate emailaddress. The individual searched
for will have theirinformationpopulatedwithinthe “People Search”section.
Once the person’sinformationispopulated, clicktheirname. Doingthiswillautopopulate theiremail
addressinthe “InternetE-Mail”field.

EmailTemplate
Paste the “Attempt”template intothe “Email Message Body” field exactlyasshown(Including
Michelle’sinfo).
“Attempt1 Email:
Please donotreplyto thisemail. Contactinformationislistedbelow.
RaytheonITSupportTeam has received(WorkOrdernumber). We have triedtoreach youby phone on
(state date and time) toschedule this WorkOrderwithyouregarding(state problemorrequest).
Please contactme viaemail or phone. If youtry to reach me and I am unavailablepleaseleavea
voicemail withyourname,bestcontact number,availability,andWorkOrdernumber.
Thank you
Michelle Walker
520-665-7311
RMS_Attempt_Group@csc.com “
It isabsolutelycrucial thatwhenpastingthe templatewithinthe “Email Message Body”fieldthatthe
reference number(WorkOrdernumber), date andtime,andthe reasonforcalling isedited.
“Attempt1 Email:
Please donotreplyto thisemail. Contactinformationislistedbelow.
RaytheonITSupportTeam has received RTN-WO000625729. We have triedtoreach you byphone on
5/08/2013 @ 8:16 AMto schedule this WorkOrderwithyouregardingthe surplusof CindyMcnown
Perry’sasset.
Please contactme viaemail or phone. If youtry to reach me and I am unavailablepleaseleavea
voicemail withyourname,bestcontactnumber,availability,andWorkOrdernumber.
Thank you
Michelle Walker
520-665-7311
RMS_Attempt_Group@csc.com “

DocumentingtheEmail
While the email isupandavailable,finishout the documentationwithinthe TaskConsole. Copythe end
user’semail addresslocatedinthe “InternetE-Mail”fieldof the “Email System”window,andpaste
withinthe “Summary”fieldof the TaskConsole.
Copy the “Email Message Body”fieldandpaste thisinformationwithin the “WorkInfoNotes”field.
Please selectthe “Save”buttonwithinthe TaskConsole.

Giventhatthe Task Console hasbeendocumentedwithboththe “FirstAttempt”and“Email Message
Body,”it isvital to sendthe attemptemail viaclickingthe “SendEmail Now”button.
A popupconfirmingthat the email hasbeensent will appear. Pleaseclickthe “OK”button,andclose
the “Email System”window.

ChangingtheStatus ofan Attempt
The onlythingleftto complete the Attemptischangingthe statusof the ticket. Rememberwhen
successfullyschedulinganappointmentorcompletinganAttempt,itis vital thatthe “Status” be setto
“Pending,”andthe “StatusReason”be set to “CustomerDelay.” Thiswill stopthe SLA clockand reduce
any chance of penaltiesoccurringagainstCSC.
Don’tforgetto save!!! Also,avictorydance isneededforcompletingyourfirst“FirstAttempt!”
RefreshWorkOrders
With the exception of Region 5 (until 2014), you should not see these tickets in your queue unless they
have already been prescheduled. Every business unit has an individual scheduling their respective refresh
project from the business specific eRoom database. When these individuals schedule, they schedule at a
bare minimum of two weeks out. This two week grace period provides the service request coordinators
the ability to submit a bulk load of tickets within Remedy.

Every Tuesday / Wednesday an increase in task volume should occur consisting of “Refresh Staging
Coordination” tasks. All refresh Remedy work orders that are a part of the refresh project should come in
under the refresh Work Order template, “RTN:WO:BL Computer Refresh.” If you, or a team member,
are unsure of a ticket being a refresh work order, please check the details 2 tab of the work order. Use the
screen shot below as a reference:
Refresh Tasks
At a minimum, these work orders should contain ten tasks. Out of those ten tasks, scheduling is
responsible for six; Refresh Staging Coordination, Refresh Stage Computer – Reimage, Refresh
Surplus/Disconnect Computer, Refresh Install Computer, Refresh Install Software Manual/Electronic, and
Refresh Retire Computer (this task should not be touched for RMS tickets).

ProcessingaRefreshWorkOrder
Processing refresh work orders are very similar to processing other tasks with a few minor adjustments.
RTN-WO000782382 this just came into the live queue. Please plug the Work Order ID into your Task
and Work Order Console. Select the “Search” buttons.
As you normally would, highlight the tasks that you’re responsible for updating and enter the modify all.
Please remember that if the Work Order is for RMS, do not alter the “Refresh Retire Computer” task

GrabbingtheRight Stuff
Transfer the information from the Work Order over to the task notes field. Non-refresh tickets require the
detailed description, smartforms answers,and directory service; however this is a refresh ticket. Refresh
tickets that are submitted under the bulk load will have written instructions located within the detailed
description. These written instructions give a majority of the information that is needed to process the
Remedy ticket.
In addition to having written instructions, refresh work orders will not contain any information in the
“Smartforms Answers” section. You will also not need to include the directory service information
within the notes field. The location described within the detailed description has been validated and
confirmed prior to the creation of the Remedy work order. Please copy and paste the detailed description
field intothe notes.

Once the detailed description has been plugged into the notes, check the scheduling tool to see if the
information within the ticket matches the information in the schedule. There may be a discrepancy
between the two systems due to the two week grace period that the SRC’s (service request coordinators)
have to create the bulk load. Discrepancies most often occur when a customer agrees to an appointment,
bulk load is submitted to the SRC, and two days later the customer calls back to reschedule the
appointment. Unfortunately there is no way to update the information that was submitted until after the
Remedy ticket is created.
ApplyingInformation
Your scheduling tool will always have the most updated information. It is imperative that you compare
the information provided within the ticket with what is recorded in the scheduling tool. Simply grab the
old asset tag number out of the detailed description / notes field (remember you had copied and pasted
into this field) and paste into the old asset field.

After selecting the find button, your search results will appear under your search criteria.
Verify that the detailed description matches the information within the schedule. If a discrepancy is
apparent, apply the information from the schedule towards the Remedy ticket. Critical information to
compare is the Date,AM/PM, Area,Technician, and Work Performed fields.
In this example the information within the detailed description matches the eRoom schedule. Since the
schedule entry was created by the refresh scheduler, prior to the Work Order being submitted, it is your
responsibility to update the Work Order field within the schedule. Please select the pencil shaped icon
which opens up the edit features.

The “Edit Database Entry” page allows you to alter / manipulate all information for the entry that you had
selected. Notice that within the “WO” field you do not have a Work Order number, but instead the word
“EROOM.”
Please replace the word “EROOM” with the actual Work Order ID and select the “OK” button.

You will be brought back to the main page after selecting the “OK’ button. Notice that the “WO” field
now shows the Work Order ID.
UpdatingRemedy
Finish processing the ticket within Remedy.
Assignment Tab
Be sure to use the appropriate technician, scheduled start date, scheduled end date, and time designated
within the detailed description / schedule. In this example my assignee will be Greg Gekas. Since we are
processing a refresh ticket, I will be assigning Mr. Gekas this ticket within the proper “Vendor Refresh
Field Support” queue.

Dates Tab
Once completed, make certain that your dates tab is updated with the correct times. If you’re processing
refresh tickets for a different region than the one you currently reside in, account for the time difference!
It is essential that you apply this when filling the date’s tab. Otherwise the incident coordination team
will be required to alter/modify the tasks to save SLA’s. In this example I do not need to record a
different time because there is no time zone difference from where I am working, and where the
technician will be performing the work.
Generally you will set the Scheduled Start Date time to what the detailed description states,unless
working region 4A refresh. If you’re working region 4A, please use your designated times depending on
if the appointment is for AM or PM. This is only applicable for Region 4A:
Scheduled Start Date AM = 12:00 PM
Scheduled Start Date PM = 1:00 PM
Regardless of what region you’re working, your scheduled End Date time will always be 6:00 PM on the
same date the appointment is scheduled for. This is also known as C.O.B. (Close of Business).

WorkInfo Tab
The final tab within the Task Console that must be updated is the Work Info tab. Again, this tab is to
depict what you have done with the ticket.
- Work Info Type: This field will always remain “General Information.”
- Date: Please apply the same information found back in the Scheduled Start Date field. In this
example, my Scheduled Start Date time was 1/8/2014 12:00 PM. This should also be reflected
within the “Date” box of the work info tab.
- Source: Is to explain what resource you used to achieve the action that you’re recording. In this
case I was filling information in from my scheduling tool; therefore I will use “System
Assignment.” Had this ticket required that I contact the customer to confirm pieces of
information via phone, I would have used “Phone.”
- Summary: This field will always be “Scheduled by _______” when dealing with bulk load refresh
tickets. You’re probably asking why it would be considered “scheduled” and not
assigned…Answer! When you manipulate the Scheduled Start Date / Scheduled End Date field
and place a date/time, you go from assigning the ticket to scheduling it.
- Work Info Notes: As any other ticket that you process, you should be stating exactly what you
did with the ticket. In this example you’re scheduling the ticket with Greg Gekas for 1/08/2013
AM, thus the notes need to mirror that information. “Scheduling ticket to Greg Gekas for
1/08/2013 AM.” This simple sentence is clear,concise, and sums up everything that has been
done with the ticket.
Select the “Save” button once all appropriate fields (Notes,Assignment Tab, Dates Tab, and Work Info)
have been updated. You may now exit the modify all and determine if altering the status of the ticket is
necessary.

TaskSequences
The task sequences within refresh Remedy work orders are as followed:
Refresh Staging Coordination sequence 1
Refresh Stage Computer – Reimage sequence 2
Refresh Surplus/Disconnect Computer sequence 3
Refresh Install Computer sequence 3
Refresh Install Software Manual/Electronic sequence 3
Refresh Retire Computer sequence 4
As a scheduler it is important that you comprehend how task sequences function because the sequences
can assist you in determining the appropriate status of a refresh ticket.
Status
A “Refresh Staging Coordination” task, located within sequence 1, is not SLA bearing. What this means
is that this task can remain within “Assigned” status and not be penalized for any service level
agreements. At the same time, Staging Coordination tasks may also be placed into “Pending Customer
Delay” if an appointment is successfully scheduled with an end user and clearly documented.
Any of the tasks listed above that are within sequences 2 or beyond is SLA bearing. Because these items
are SLA bearing, try and stop the SLA clock. “Assigned” is not an appropriate status for these tasks. If a
successfulrefresh attempt is documented within any sequence 2 or beyond, and contains a mile stone date
of 1 day out, the ticket must be placed within “Pending Customer Delay.”
General 4A Information&Assignments
1. Region 4A consists mostly of the Southwest. RMS is the primary business unit with locations in
Tucson, Camden, McAlester,Albuquerque, Huntsville, Rancho Cucamonga,and Louisville.
2. Louisville has a special process in play for it is Black Berry (BB) devices. When handling BB
issues for this facility, please assign to Tim Grantham. Tim Grantham is the individual that
management has requested to handle these issues.
3. This region has a further detailed excel file containing a breakdown of the technicians and the
buildings they support. This tool is required when dealing with Tucson building assignments.
Please speak to your management if you don’t have this excelfile.

4. All technicians in Tucson are able to access closed areas (by escort) except for building M04,
847, 848, 868, and M01. If you receive a ticket for this location and it involves a desktop that is
not a new service, please assign to Alyssa Dixon. Also send Alyssa notification of the
assignment with the Work Order ID. Alyssa Dixon does all scheduling for those buildings that
are not new services. If the device is a new service, you may schedule with an open area
technician.
a. This is only applicable to desktop equipment. If the issue is for a Black Berry,laptop, or any
other mobile device/s…please schedule with the appropriate open area tech that cover’s that
location. The end user will be able to take their mobile device to the lobby and meet the open
area technician.
5. Handheld tasks for Tucson can be a bit complicated. Schedulers need to contact the EU to
confirm the device type when handling surplus tasks even if “N/A” appears within the smart form
answers. Mobile Devices include pagers, Black Berries,Iphones, and cell phones.
a. Surplus BB tickets are to be scheduled with the technicians.
 Non-Refresh technicians may be scheduled up to ten BB surplus tickets per day.
 Refresh technicians may receive up to two BB surplus tickets per day. They are to
not exceed five work orders a day (3 refreshes already equate to 6 hours of work).
 Thomas Carrillo may only receive BB surplus tasks when the task is related to an
employee separation work order. See below (6) for more details.
 Devices can only be Raytracked,delivered to building 846 by the customer, or picked
up by a technician. If a customer describes something outside of these three options
as a reason for them to not have the device, please notify your management.
b. Install Handheld Tasks
 These tasks may only be scheduled to Richard Kandela and Joseph Babcock per their
management.
 Install Handhelds may take up to two hours to process. Keep this in mind when
scheduling Install Handheld tasks. Do not over-book the technician with more than
eight hours of work.
c. Pagers
 Needs to be assigned to CSC > Network Business Services > MPTS RMS ENT >
Sandra Cabe.
d. Cell phones
 Needs to be assigned to CSC > Network Business Services > MPTS RMS ENT >
Alexandra Jones.

6. Network and Telephony issues are handled quite differently for this region. When processing a
network or telephony issue check the notes! If the ticket has no documentation stating that it had
been assigned to the Network or Telephony Support RMS CSC group, please route to there. If
the ticket does have that documentation, you may assign to Thomas Carrillo, in the appropriate
group.
a. In addition to Thomas Carrillo receiving network/telephony tasks, he also receives some
desktop tasks as well. The list of tasks below are tasks that may be assigned to him
 Discrete Surplus/DisconnectComputer
 Discrete Surplus/DiscconectPeripheral
 Discrete Surplus/DiscconectPrinter
 Move Computer
 Surplus/DisonnectComputer
 Surplus/DisonnectEquipment
 Surplus/DisonnectPrinter
b. ThomasCarrilloalsoreceivesBlackBerrytaskswhenanemployee separation WorkOrderis
submitted. Normallyyouwill seeaDisconnect/SurplusPhone,DiscreteSurplus/
DisconnectComputer,and Surplus/ Retire Handheld. Employee separationworkorders
are the onlyexample thatThomasCarrillowouldreceiveasurplushandheld.
Below includes tasks that will appear within the 4A queue. If you’re unsure about the scheduling of
tasks, please speak to your management for assistance. This is not a complete list and it is highly
recommended you use your tools to identify unfamiliar tasks that need to be processed.
Positive Customer Contact Required
1. AddPeripheral
2. Allocate StaticIP
3. Change Email or Calendar
4. DeliverEquipment
5. Discrete Surplus/Retire Handheld
6. Discrete Surplus/Retire HandheldMediaTable
7. Discrete Surplus/Retire HandheldSmartphone
8. Discrete WirelessDevice Surplus
9. IdentifyJack /SUBNET
10. ImplementStaticIP –Desktop/Printer
11. ImplementStaticIP –Server
12. Install Computer
13. Install HandheldMediaTablet
14. Install HandheldSmartphone
15. Install Printer
16. Install Software Manual/Electronic
17. PGP Access
18. Provision Rights

19. Receive / Pickup Equipment
20. Receive Software
21. Rejoin Computer to US Domain – Expedite
22. Setup Air Card
23. Stage Computer
24. Stage Computer-Reimage
25. Stage Handheld Media Tablet
26. Stage Printer
27. Staging Coordination
28. Surplus / Retire Handheld
29. Surplus / Retire Handheld Smartphone
Customer Contact Not Required
1. Add/ Change DeskPhone
2. Add/ Change NetworkConnectivity
3. Add/ Change Phone Line
4. Disconnect/SurplusPhone
5. Discrete Surplus/DisconnectComputer
6. Discrete Surplus/DiscconectDeskPhone
7. Discrete Surplus/DiscconectPeripheral
8. Discrete Surplus/DiscconectPrinter
9. Install Phone
10. Install PhoneLine
11. Move Computer
12. ReconnectPhone Line
13. Relocate NetworkDrop
14. Relocate Phone Line
15. Surplus/DisonnectComputer
16. Surplus/DisonnectEquipment
30. Surplus/DisonnectPrinter
Ship Computer Tasks
Unfortunately foryou,RMS isnot justlimitedtoTucson,AZ. RMS containsremote facilitiesat
Huntsville,Camden,Louisville,Farmington,Albuquerque,andRanchoCucamonga. Outof these sites,
Huntsville isthe onlyone thatcarriestheirownstock. Inthis nextscenarioyouwill be processinga
“StagingCoordination”taskforCamden,AR.
The Work Order that will be the exampleis RTN-WO000623735. Beginprocessingthe ticketas you
normallywouldbyenteringthe “ModifyAll”mode andcollectingthe informationfromthe WorkOrder
Console. Once all of the informationisputtogether, you’re abletodetermine where thiswill take place.
“Please refreshassetAF733887 witha 8300usdt and periphs. ShiptoStephenDavisatH100 WilsonRd.
East CamdenArkansas 71701. SRC's please adda shiptask.sae”

Since Camdenisone of the designatedRMSfacilities,assignthe ticketstothe local technician. To
determine thisuse the “RMSBuildingBreakdown”sheet.
Because thisisa remote facility, youwillnotbe schedulingthe ticket,justassigningit.

Whenthe Task Console isfullyupdated,save the informationinputted,andexitthe “ModifyAll”mode.
Alas, you’re notdone yet! Due to thisbeinga remote facility, andnotHuntsville, requestthata “Ship
Computer”taskbe added. Onlyadd a shiptask whenone isnotpresentwithinthe WorkOrder. This
will require youtosimplysendanemail tothe RTN_SR@CSC.com. Follow the formatdemonstrated
below:
To: RTN_SR@CSC.com
Subject:Add“ShipComputer”taskto (EnterWork Ordernumber)
Text: Please adda “ShipComputer”taskto (EnterWork Ordernumber) forMMO Warehouse Opsto
shipequipmentto(Enterlocationname).
By followingthisformat,youwill ensure thatthe “ShipComputer”taskwill gotothe correct Work
Order,and be placedwithinthe appropriate queue. Thiswill give the warehouseemployees the ability
to shipthe device/equipmenttowhere itneedstogo.
Escalations
Oftentimesyouwill be putintosituationsthatmayfeel unfamiliarorstressful. The keythingto
rememberisthateverysituationyou’re in,you’re dealingwithprofessionals. If yourunintoa scenario
witha customeron the phone thatyou’re notknowledgeablein,orisdemandingthatactionbe taken
immediately,be politeandrequesttheircontactinformation. Letthe customerknow thatyou’re
unfamiliarwiththe topic,butyouwill getthisinformationfromthe appropriate supervisorandreturn
theircall as soonas possible. Bydoingthisyou’re notonlyde-escalatingavolatile situation,butyou’re
alsoallowingyourself anopportunitytomove ontothe nextportionof yourdailyworkload. It is crucial
that youmaintainprofessional phoneetiquette withthe clientatall times!
Please readthe followingscenarioandidentifyif the schedulerhandledthe situationproperly:
Joshua: Thank youfor callingDesktopSupportScheduling. ThisisJoshua. How may I helpyou?
Customer: Hi Joshua,myname isPhilipGranandosandI have a problem. Iwas contactedbya
schedulerearliertodayandtheystatedthatmy new service couldnotbe scheduleduntilJune 3rd
. That

isjust notgoingto be acceptable. Ineedtogetthisequipmentmuchsoonerinordertoreach a
deadline. Idon’tcare whoI needtospeakto, butthis ismissioncritical.
Joshua: I understandsir,mayI please have yourWorkOrder number?
Customer: Yes,my WorkOrder numberis RTN-WO000613841.
Joshua: Thank you Phil. Bare withme forjusta momentsoI can take a lookat what’sgoingon. I am
alsogoingto check and see if any cancellationshave come uprecently.
Customer: Regardless,thisneedstogetdone A.S.A.P.
Joshua: UnfortunatelyPhil aftercheckingmyschedule Isee thatthe appointmentthatyou’re currently
scheduledforisthe earliestwe cangetyouin. What I can do thoughischeckwiththe technician
supervisorandsee if there mightbe alittle bitmore flexibilityonaparticulardate, priorto what we
have youscheduledfor. Phil whatisa solidcontactnumberI can call you back at?
Customer: I can be reachedby mycell at 520-794-2094.
Joshua: Perfect! I will reachoutto the tech leadandfollow upwithyouonce I get more information. Is
there anythingelse the schedulingdepartmentmayassistyou with?
Customer: Notat thistime Joshua.
Joshua: Great! Thank youfor callingDesktopSupportSchedulingandyouhave a great day sir.
There may be timesthatadversitywill challenge you andyourtone,butyoumust keepa level head!
Joshuastayedcalmduringthe entire situationanddidnotdisruptthe techlead,or hisfellow coworkers
witha customeron the line. Asa scheduler,you’re expectedtouse yourtoolswisely(sametime,email,
telephone),andalwaysfollowthe basicrulesof communication.
Contactand Communication
One keythingto pointoutin the scenariothatjust tookplace isthat at no givenmomentdidJoshua
place the clientonholdto speakto the techlead,nor didhe give the lead’sinformationout. Whena
schedulerkeepsanenduseron theirphone,andleavesthe conversationtoretrieve ananswer,they
create a false expectation. Thisinturn putsthe techleadina toughposition tofill. Also,situationstend
to be much more volatile whenclientsare leftonhold andneedtoquicklyresolve aconflictof interest.
To take thingsevenone stepfurther,the techlead maybe unavailable aswell,resultingin anextremely
dissatisfiedcustomer.
To avoidall hostile situations,take advantage of yourtools! Whencontactinganyone outside of the
schedulingdepartmentforaprocess/procedure/workflow/escalation issue,it’simportantthatyoudoso
throughemail communications. Byhavingeverythingwithin writing,you’re notonlyprotecting
yourself,butalsogivingyourcontactan opportunitytodeliverthe mostaccurate answer.

Ticket Cancellation
As a scheduleryoumustexpectotherstorequestthatyoucancel ticketsona dailybasis. To be clear,
the schedulingdepartment isNOTallowedtocancel tickets. Inthe eventthata technicianiscontacting
youto cancel a ticket,youmayreferthemto theirmanagementforassistance,orthe Endto End
Reference Guide. The reasonbehindthisisbecause you’re notinthe field. You’re informationisvery
limitedcomparedtoatechnician.
If you howeverare askedbya customer/pointof contacttocancel a ticket,youmustupdate the
Remedy ticket/swiththisinformation. Youmayachieve thisupdate withinthe “WorkInfo”tab. Be sure
to state in yournotesWHY you’re assigningthe ticketbackto the SRC. Below isthe assignmentpath
youmay use for the “Assignment”tabtoget the designatedticket/sbacktothe SRC.
Conclusion
There are many greyareas to schedulingregion4A as collectivewhole,however,Ihope thisguide has
beenhelpfultoyou. If you have questions,donoteverhesitate toaskyourleador manager. You may
not receive the answeryouwere hopingfor,butyouwill receive one. Iwishyouthe bestof luck with
your career.
Sincerely,
Joshua Dougan
Centralized Scheduling Lead
GIS
Office: 520.794.2094
Cell: 520.576.7523
jdougan2@csc.com

Processing Region 4A Tasks

More Related Content

What's hot (18)

Similar to Processing Region 4A Tasks (20)

Processing Region 4A Tasks