Before submitting a ticket, you must FULLY complete the HN Template/Workflow on the HN Tools page.
Before submitting a ticket, you must FULLY complete the HN Template/Workflow on the HN Tools page.
Embedded Files
- Load the hotel in iNav
Ensure the you have enter the correct name of the hotel, and the correct room number. Your ticket will be kicked back if this is incorrect
2. From the Tech Support tab, click the Go button under Remedy Access
2. From the Tech Support tab, click the Go button under Remedy Access
The HD radio button must be selected, not "Home Page"
If you are not logged in to UET yet...
If you are not logged in to UET yet...
2a. Login with your B# and iNav Password
2a. Login with your B# and iNav Password
2b. If you receive either of these pages, close the tab, and return to step 2. Otherwise, proceed to step
2b. If you receive either of these pages, close the tab, and return to step 2. Otherwise, proceed to step
3. Fill out the following fields EXACTLY AS SHOWN BELOW
3. Fill out the following fields EXACTLY AS SHOWN BELOW
Note: Be sure to Disable Brave Shield on this page, or you will not be able to fill out anything!
4. Paste the HN Template under the Journal Text field in the Activity tab
4. Paste the HN Template under the Journal Text field in the Activity tab
Use the Copy Template button to copy the HN Template
5. Click Save in the top left corner to finish the ticket
5. Click Save in the top left corner to finish the ticket
All Done!
All Done!
UNLESS it is currently between 2AM-9AM
UNLESS it is currently between 2AM-9AM
6. If it is between 2AM-9AM, and the guest is not staying at a Siegel property, you must Call the front desk to send an engineer to the room
6. If it is between 2AM-9AM, and the guest is not staying at a Siegel property, you must Call the front desk to send an engineer to the room
This is because HN service desk is closed, and cannot respond to tickets. You will call the front desk on their behalf, inform them of the guests information and problem, and request an engineer be sent to the room.
This policy does not apply to Siegel, as their front desk is not open at this time.
7. Add notes for the interaction with the front desk, then set the Resolution to Redirected to Hotel to Address
7. Add notes for the interaction with the front desk, then set the Resolution to Redirected to Hotel to Address
8. Change the Status from Assigned to Resolved, then click Save in the top left.
8. Change the Status from Assigned to Resolved, then click Save in the top left.
All Done!
All Done!
Don't forget to complete your intent in Solutions Center!
Don't forget to complete your intent in Solutions Center!
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