ISC Client Care

Incident Management

ISC Client Care captures all customer interactions by creating incidents (or, "tickets") in Remedy, the IT service management solution.  This enables Client Care staff to effectively track trends in the type of requests being submitted and manage incidents on behalf of customers and in collaboration with ISC service providers. The use of Remedy also enables requestors to easily track their own requests.

When requests are routed to the appropriate service provider, the incident is assigned to that service provider. The Client Care is considered the owner of the incident. As the incident owner, the Client Care assumes an advocacy role on behalf of the requesting LSP.  All incidents routed by the Client Careare actively monitored. Staff will intervene when necessary, working with the service provider and/or LSP to ensure the request is addressed appropriately according to the service provider's SLA.

Within Remedy, the incident's status is used to indicate the current state of the incident as Client Care or service provider works towards resolution.  The most commonly used incident statuses are:

• • Assigned: The case has recently been assigned to the appropriate service provider or Client Care staff member but little or no work has begun yet.
  • In Progress: The requested work is being performed or, for more complicated incidents, the necessary research, troubleshooting, or testing is being conducted.
  • Pending: The service provider or Client Care staff have requested additional information from the requesting LSP or have provided a possible resolution and are awaiting confirmation from the LSP.
  • Resolved: The request has been processed.  Incidents marked as resolved can be re-opened upon request.  Please note that incidents are often marked as resolved when it is reasonable to believe that the request has been fulfilled. Please contact the Client Care if that is not the case.
  • Closed: Remedy automatically closes incidents marked as resolved after two weeks.

ISC Client Care does not serve as a point of contact for the following services, systems, or applications and will refer all inquiries directly to the appropriate support provider.  The list below is not comprehensive and only represents the most common support referrals performed by Client Care staff.

For assistance with any of these services, please refer the service's respective link to view support contact information.

• Service Requests (Note: use for requests for new or changes to existing Networking & Telecommunication services)
• Learning Support
• PennKey Support
• Canvas Support

Frequently Asked Questions

How can I report an emergency Network outage during non-business hours?

In the event your organization experiences an outage of critical Network infrastructure during non-business hours (nights and weekends), you can issue a page to an on-call Enterprise Command Center (ECC) technician by calling ISC Client Care at (215) 898-1000 and following the prompts.

I submitted a request for a port activation or installation from ISC Enterprise Command Center (ECC) via the web. How come Client Care doesn't have a record for this request?

When you submit a port installation, activation, or deactivation request through ISC Client Cares' online form, your request is sent directly to the Enterprise Command Center (ECC). . Rather than creating a ticket in Remedy, the same ticketing system used by ISC Client Care, ECC team members track your request in the Order Management System (OMS).  OMS is an in-house request system set up specifically to assist the technicians who complete your port requests.  To track progress on port requests made online, contact ISC Client Care for the most up-to-date information:

• Email: help@isc.upenn.edu
• Tel: (215) 898-1000
• Web: Order Management System (OMS)

How can I find out if any activity has occurred on my request?

Client Care staff can review the work log of any incident that is submitted in Remedy. Please feel free to call or write to us anytime you would like to receive an update of the activity on your request. We can locate the incident in Remedy by searching for the incident ID (i.e., ticket number) or by searching for name of the person who originally submitted the request.  The original requestor may also check the status of an incident online through My Service Requests.

I opened a incident with Client Care, but now I'm getting calls about the incident from someone who works in Enterprise Command Center (ECC). What's going on?

ISC Client Care serves as an intake channel for many different service providers within ISC. While your original contact may be with Client Care, subsequent correspondence will come from the ISC service provider (e.g., ISC Enterprise Command Center, Network Engineering Services) that has been assigned the incident since it is regarding a service they operate.

An incident was resolved before I had a chance to report that the issue was not actually fixed?  What can I do if I still need help?

In situations where the staff of Client Care or the ISC service provider believe they have addressed the issue reported, an incident may be marked as "resolved" without waiting for confirmation from the requestor.  If your issue was not fully resovled or if you have additional questions or concerns, please contact Client Care to have the incident re-opened.  Two weeks after an incident is marked as "resolved", Remedy automatically changes its status to "closed" and it cannot be re-opened.  However, Client Care can create a new incident on your behalf and relate the new ticket to the original one.