Service Desk Management
OA-Information Technology provides and supports the Remedy help desk application agencies use to operate agency-level help desks. Remedy enables agency help desks to record requests and assign and escalate priorities. In the event that a problem must be escalated beyond agency-level support, the Remedy system also enables agency help desks (tier 1) to escalate requests to the enterprise level (tier 2).
Some IT issues cannot be resolved at the agency level. In these situations, agency IT service desk staff (tier 1) can escalate issues to the enterprise level (tier 2) via Remedy. Remedy can be accessed via the Web at copahelp.state.pa.us or through the Remedy Access Request System (ARS) client, which is installed on a user’s PC. You can download the Remedy client – instructions are available. As a backup to Remedy, agency support staff can call the enterprise IT call center to open trouble tickets for tier 2 support.
You can reach the enterprise IT call center at 877.836.7771 or 717.506.1079.
Submit a Remedy ticket under the tier 2 category “Remedy application support.” If you do not have access to Remedy, e-mail the service desk management team.