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remedy does not notify CCM? - so what does it do?

Posted: May 17, 2012

When you submit a NJA it doesn't notify your CCM or the payroll people (assuming you chose to take PTO), so what exactly is its purpose?

they also sent a followup survey - email

[ In Reply To ..]
it has an attached file to open to let them know how they did, but there's nothing on my (company) PC that knows how to open it?

hmmm.....

remedy to make MTs do everything - just my thought

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We let them know we are NJA, we fill out our timecard and add downtime pay or put in a request for PTO, we; we; we. They don't do a thing except sit back and marvel at this great program they created to make the MTs do everything. And be aware that the Remedy number is not actually the ticket number, it is hidden on a screen in the Remedy ticket itself. They made it tricky so that we cannot even follow up on our own tickets and they can close them and get themselves a pat on the back. Wonder how much money they spent on this Remedy project? Wish I could trick somebody into doing my job and still get paid for it.

what do you mean the ticket number is hidden - dont get it

[ In Reply To ..]
I just put the Remedy number in the timecard. Also, how do we add NJA to our timeclocks? Just what the heck does the CCM do if we do all of this? And did they get a pay reduction because we took over this new detail? They were getting paid to do it, why aren't we?

why aren't we? - good question

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The one thing the training didn't tell you is that there are 2 Remedy numbers- the one you get when you actually submit a ticket and a second number that is more internal that shows up when tech or whoever actually start working on the ticket. Good luck giving them the first number because they will never find your ticket. Remedy for confusion is what is it.

NJA can be added on your timecard by clicking on timecard, clicking on add on the bottom of the day you were out of work, putting in your 15 minutes and then there is an option for work availability. Which actually should just say unavailability because if there was work available we wouldn't be adding time now would we?

Like I said, Remedy is just another way for the suits to get the MTs to do more work unpaid. They better watch it because MTs are rising up at other companies over work duties that are unpaid.

Yes I know about the work availability but - see message

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I did add in the 15 minutes of work "availability or lack thereof" but I wanted to take the remainder of my shift with pay. I thought the ticket would notify payroll of this. That was probably naive on my part, but I've never done it before here or on QCare so I didn't know. Apparently you also have to ask for the PTO on your time card. Which begs the question, why have Remedy?

not for our benefit, just for customer service - dont believe a word they say

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The only reason they switched to Remedy is to help customer service (remember when they tried to convince us we were customers too?) and tech support. This way they can close tickets fast and pat themselves on the back about a job well done. It is all about closing tickets, not actually solving the problems of the ticket.

Next thing you know - old and burned out

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They will be sending us a tutorial on how to fix our own computers, both hardware and software.

they already are not providing computers to new employees - software glitches are our own problem

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They have not provided computers to new employees for quite awhile and I am sure they swear at us old timers who still have company computers. As far as software, I have had a ticket in Remedy for 3 weeks regarding Doc7 glitches and to say I have been ignored and told it is my imagination is putting it nicely.

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