At the Department of Transportation, Jamie McAllister and Katie Willoughby performed cutting edge work as part of the upgrade of Remedy CRM–a major software upgrade affecting the entire support organization. Because issue resolution is the primary concern for the IT Support organization, providing the right information at the right time for support staff is critical. Jamie and Katie worked tirelessly to create something that had never existed at DOT—a comprehensive library of common support issues and their resolutions. These were developed as templates in Remedy so that support staff needs only to type in a key word, and the appropriate resolution instructions will appear and lead the user through a step-by-step process to fix the problem. The project closed on September 30th, but the impact will continue in DOT’s Infrastructure for years to come.