Archives
November 13th 2006
FYI: Remedy MidTier has no known compatibility issues with IE7. Remedy Services and Development have tested MidTier and have found no known issues witht the applications available through the MidTier Client.
November 7th 2006
UNC-COEUS is no longer a used group. Coeus is no longer a supported product and has been replaced by a system at Office of Sponsor Research called Ramses, which is supported by the Office of Sponsored Research. If you have any questions please contact Roger Jarrell or Remedy Admin.
November 6th 2006
This evening Remedy Services will be Inactivating 3 groups and renaming one group. ITS-DISTRIBSYS-NIGHTS, ITS-CITRIX-SUPPORT, and ITS-NOVELL-SUPPORT will be Inactivated tonight. Their services will be rolled into the Remedy group, ITS-DISTRIBSYS-DAYS. To reflect its broader support responsibilities, ITS-DISTRIBSYS-DAYS will be renamed to ITS-HOSTING SERVICES. If you have any questions about the changes, please contact Remedy Admin or Steve Fearrington.
October 31st 2006
The ITS-INSTRUCTECH group is being inactivated today. It was not actively being used for any workflow. If you have questions, please direct them to Remedy Admin or Alan Hoyle.
October 23th, 2006
Remedy Services is deploying a new Remedy Group called ITS-ENERGY-SVCS-PMO, October 23, 2006.
*Group Description:* Energy Services PMO provides program management for all energy services Information Technology Projects and is also responsible for the purchase of all IT related assets for Energy Services.
*Support Role:* Energy Services PMO handles tickets that deal with program management for all energy services Information Technology Projects and is also responsible for the purchase of all IT related assets for Energy Services.
October 23th, 2006
ITS-DAS-DAYS and ITS-DAS-NIGHTS will be removed from Remedy today. The groups functions will be rolled under UNC-INDEPTH and any issues concerning ITS-DAS-DAYS and ITS-DAS-NIGHTS should be assigned to the UNC-INDEPTH group.
October 19th, 2006
ITS-LABS will be removed from Remedy this morning. The group will be rolled under ITS-CLASSROOMS (ITS- Classroom Hotline) and any issues concerning ITS-Labs should be assigned to the ITS-CLASSROOMS group. The Online Help Request websubmit will look the same for Labs, but be sent to ITS-CLASSROOMS.
October 18th, 2006
The Remedy group ITS-CITVID was Inactivated and the functions of this RFS group were rolled under the ITS-CLASSROOMS group.
September 20th, 2006
The Remedy Team will be consolidating password and individual notification funtionality within the UNC-Request for Service (RFS) tonight as approved by the Remedy Advisory Council. This change will require no downtime for the application. After the enhancement is deployed, RFS users will select a new "key" icon to change their password or initial notifications.
Please refer to the documentation:
Change My Password/Initial Notification
August 28th, 2006
On Monday, August 28th the Remedy Team will convert the UNC-Request for Service application and 30 other Remedy applications that currently rely on the Sybase directory to use the campus LDAP directory. Both Sybase and LDAP currently provide faculty, staff and student information for a variety of university services. On September 1, 2006, the Sybase database will no longer be updated. There will be differences in the data retrieved from LDAP vs. Sybase. Listed below are the major differences users will notice after the conversion.
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Sybase lookups for users with both Faculty/Staff and Student university affiliations currently display 2 entries for Onyen, PID, or First/Last Name lookups.
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LDAP only displays 1 entry per user regardless of their university affiliation. If a user has multiple affiliations, Remedy will prompt to "Please choose: Faculty/Staff or Student" so that we can retrieve the appropriate departmental, phone and location information as depicted in the graphic below:
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The Remedy Team is incorporating a lookup enhancement to quickly reselect Faculty/Staff vs. Student information within the UNC-Request for Service (RFS). If you choose someone's Faculty/Staff information and decide that you would rather use their Student information, simply reselect the Student/Faculty/Staff flag to Student. RFS will replace the customer's Faculty/Staff information with their Student information where it exists in the directory and vs.
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The LDAP directory is better able to reflect an individual's affiliation because of the dynamic nature of directory. Some user information for faculty, staff and students such as email, phone number or location may be incomplete. Please visit http://dir.unc.edu to update any of your own missing information allowed through the web interface to the campus LDAP directory.
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Information updated through the directory will be reflected within Remedy by the next morning.
May 19th 2006
Group Assigned & Person Assigned Subject line Notification Changes
On Friday, May 19th all Remedy applications will be unavailable from 9pm-10pm for maintenance including the following changes to the Subject line of email notifications sent to groups and individuals assigned RFS tickets:
Current Sample Email Notification (Group Notification):
Subject: [remedy_admin] Ticket 856047 assigned to REMEDY-ADMIN.
Proposed Changes to Email Notifications (Group):
Format:
Subject: LISTSERV NAME CUSTOMER LAST NAME, FIRST INITIAL, SEVERITY, BUILDING, Ticket XXXXXX, To GROUP NAME, SHORT DESCRIPTION
Example:
Subject: [remedy_admin] Harmes, H., IMP,Carr Mill Mall Annex, Ticket 856047, To REMEDY-ADMIN, Remedy
* These changes will provide more detailed information about each request assigned to a group or individual, especially for groups providing dispatched support using mobile devices.
* Maintaining the formatted "Ticket XXXXXX" will allow Remedy Services to troubleshoot any notifications issues as well as the ability to reply to updateticket@unc.edu which will post the reply to the appropriate RFS ticket Worklog.
Please review these proposed changes and provide any feedback prior to the deployment date of May 19th via an RFS ticket assigned to REMEDY-ADMIN.
Important Remedy v6.3 Upgrade Information The Remedy Team will be rolling out the latest version 6.3 of Remedy's application software on August 19, 2005. The following steps should be taken by our user community to ensure a smooth transition to the new version of Remedy:
Windows Client Users:
- Upgrade your Remedy Windows client to v6.00.00 prior to August 19, 2005 DOWNLOAD v6.00.00
- Logout of Remedy prior to leaving on Friday, August 19, 2005
- Delete your cache files (.arf and .arv) before you login to Remedy on Monday, Aug 22, 2005 (See help.unc.edu document)
- Some Custom Field Default Values may need to be resaved upon login Monday, Aug 22, 2005.
Apple, Solaris, Redhat & RemedyWeb/RFS-Lite Users:
- Logout of your UNIX v4.5 client or web client prior to leaving Friday, August 19, 2005.
- Begin using Remedy Mid-Tier as a replacement for the Unix Client and all other Remedy web applications URL: https://remedyweb.unc.edu . See the announcement below for compatibility issues.
Mid-Tier vs. Windows Client
- Background colors: New Requests and Search Requests color displayed as a thin banner along the top of the application window
- SEARCH/SAVE Button: Located on left side of the application widow in Mid-Tier
- Results Count: Located below the SEARCH/SAVE button
- Spellcheck: currently unavailable in Mid-TIer
- Worklog Sorting: sorts based on last entry are currently unavailable in Mid-Tier
- Advanced icons: Some icons displayed within RFS currently unavailable
Please contact 962-HELP with any issues.
BETA Testing of Remedy Mid-Tier v6.3 for the UNC-Request for Service The Remedy team will be rolling out the latest version 6.3 of Remedy's application software before the start of the Fall 2006 semester. With this deployment, we will be dropping RemedyWeb, RFS-Lite and the Remedy UNIX Client v4.5. These applications are no longer supported by Remedy, but we will be providing a robust replacement Remedy Mid-Tier web client that is platform independent. During our BETA testing phase we are recruiting users to test the functionality against the below listed compatibility matrix for operating system and browser. Click on the BETA url to access Remedy Mid-Tier. Login with your onyen/onyen password. Please use the testing document located below to thoroughly test the functionality and performance of the application. You can email the completed document to remedy_services@unc.edu.
BETA Mid-Tier URL: https://remedyweb.unc.edu
BETA Testing document: Mid-Tier Testing Document
Compatibility Matrix
| Windows XP (SP2) | Mac OS X | Sun Solaris 8,9,10 | Redhat Linux |
| Mozilla 1.7+ IE 6 | Netscape7.2+ | Mozilla 1.7+ | Mozilla 1.7+ |
ITS Re-organization Group Name Changes As part of the on-going ITS re-organization, Remedy Services will be changing group names for many former AIS and ATN Remedy groups. Please refer to the table below for a list of group name changes and their effective dates. We have also added this information to the Request for Service. Select a Remedy group from the Group Assigned menu and click on the ? icon to the right of the field. A display window will appear listing the old group name, new group name and the Service Level Agreement (SLA) the group provides to its customers.
| Old Group Name | New Group Name | Effective Date |
| ITS-PG/IN | Inactive | 4/3/2006 |
| ITS-EXT SRV PD5-7 | Inactive | 2/15/2006 |
| ITS-EHS-TECHSUPPORT | ITS-EHS-APPS | 1/29/2006 |
| FRIDAYCTR-APPS | ITS-FRIDAYCTR-APPS | 1/29/2006 |
| UNC-PRINTING-APPS | ITS-PRINTING-APPS | 1/29/2006 |
| ENERGY-SVCS-APPS | ITS-ENERGY-SVCS-APPS | 1/26/2006 |
| ITS-EAPS | ITS-EAMS | 1/8/2006 |
| MYUNC-PORTAL | Inactive | 1/9/2006 |
| ITS-ORACLE-APPLICATION-SERVER | Inactive | 1/9/2006 |
| ITS-SIS-StARS | Inactive | 11/4/2005 |
| ATN-CONTROL CENTER | ITS-CONTROL-CENTER | 7/12/2005 |
| ATN-CONTROL-CENTER-APPS | ITS-CONTROL-CENTER-APPS | 7/12/2005 |
| ATN-MULTIMEDIA | ITS-MULTIMEDIA | 6/7/2005 |
| ITS-HR(AIS-HR) | ITS-HRIS | 4/28/2005 |
| AIS-HR | ITS-HR | 4/24/2005 |
| AIS-P&A | ITS-P&A | 4/24/2005 |
| AIS-P/R | ITS-P/R | 4/24/2005 |
| AIS-PG/IN | ITS-PG/IN | 4/24/2005 |
| AIS-PY | ITS-PY | 4/24/2005 |
| AIS-SIS | ITS-SIS | 4/24/2005 |
| AIS-SIS-STARS | ITS-SIS-STARS | 4/24/2005 |
| AIS-UNIV SERVICES | ITS-UNIV SERVICES | 4/24/2005 |
| AIS-ALUMNI DEV | ITS-ALUMNI DEV | 4/24/2005 |
| AIS-DAS-DAY | ITS-DAS-DAY | 4/24/2005 |
| AIS-DAS-NIGHT | ITS-DAS-NIGHT | 4/24/2005 |
| AIS-EHS-TECHSUPPORT | ITS-EHS-TECHSUPPORT | 4/24/2005 |
| AIS-EXT SRV PD5-7 | ITS-EXT SRV PD5-7 | 4/24/2005 |
| AIS-CPS | ITS-CPS | 4/24/2005 |
| AIS-CU | ITS-CU | 4/24/2005 |
| ITS-DATA-MGMT | ITS-DATABASE-ADMIN | 2/14/2005 |
| ITS-EAP | ITS-EAPS | 2/14/2005 |
| ITS-TEL-HELPDESK | TEL-SERVICES | 1/29/2005 |
| ATN-NETWORK | ITS-NETWORK | 1/30/2005 |
| ITS-EDP | ITS-EAP | 1/30/2005 |
| AIS-HELPDESK | ITS-440-OPS-CENTER | 12/30/2004 |
| ITRC-MESSAGING | ITS-POSTMASTER | 12/30/2004 |
| AIS-DATA MGMT | ITS-DATA-MGMT | 12/22/2004 |
| AIS-DATAWAREHOUSE | ITS-DATAWAREHOUSE | 12/22/2004 |
| ATN-BACKUP | ITS-BACKUP | 12/22/2004 |
| ATN-CRC | ITS-CRC | 12/22/2004 |
| ATN-EDP | ITS-EDP | 12/22/2004 |
| ATN-IPSERVICES | ITS-IPSERVICES | 12/22/2004 |
| ATN-NETMANAGE | ITS-NETMANAGE | 12/22/2004 |
| ATN-NETUNIX | ITS-NETUNIX | 12/22/2004 |
| AIS-ADMIN | ITS-ADMIN | 12/22/2004 |
| ATN-WAN | ITS-WAN | 12/17/2004 |
| ATN-NETVIDEO | ITS-NETVIDEO | 12/17/2004 |
| AIS-ALLTEL-SUPPORT | ITS-ALLTEL-SUPPORT | 12/17/2004 |
| AIS-CITRIX | ITS-CITRIX-SUPPORT | 12/17/2004 |
| AIS-NOVELL | ITS-NOVELL-SUPPORT | 12/17/2004 |
| AIS-SYSTEMS | ITS-MAINFRAME | 12/17/2004 |
| ATN-CCI | ITS-CCI | 12/17/2004 |
| ATN-CIT | ITS-CIT | 12/17/2004 |
| ATN-CITVID | ITS-CITVID | 12/17/2004 |
| ATN-CLASSROOMS | ITS-CLASSROOMS | 12/17/2004 |
| ATN-LABS | ITS-LABS | 12/17/2004 |
| ATN-RESEARCH-APPS | ITS-RESEARCH | 12/17/2004 |
| ATN-RESEARCH-SYSTEMS |
INACTIVE |
12/17/2004 |
| ATN-SOFTWARE | ITS-SOFTWARE | 12/17/2004 |
| ATN-SYSTEMS |
INACTIVE |
12/17/2004 |
| ATN-WEB-SYSTEMS | ITS-WEB-SYSTEMS | 12/17/2004 |
| ITS-PRINT-SERVICES | UNC-PRINTING-APPS | 12/17/2004 |
| ATN-NETELECTRONICS | ITS-NETELECTRONICS | 11/30/2004 |
| ATN-TEL-ENGINEERING | ITS-TEL-ENGINEERING | 11/30/2004 |
| ATN-TEL-HELPDESK | ITS-TEL-HELPDESK | 11/30/2004 |
| ATN-TEL-STUDENT | ITS-TEL-STUDENT | 11/30/2004 |
| ATN-RESNET | RESNET | 11/30/2004 |
| AIS-DISTRIBCOM | ITS-DISTRIBSYS-DAYS | 11/30/2004 |
| AIS-DISTRIBCOM-NIGHTS | ITS-DISTRIBSYS-NIGHTS | 11/30/2004 |
| ATN-DCI | ITS-AFS-SUPPORT | 11/30/2004 |
| ATN-FS-HR | ITS-HR | 11/30/2004 |
| ATN-FS-FINANCE | ITS-FINANCE | 11/30/2004 |
| AIS-DC-AIDS-CLIN TRIALS | ITS-OSS-AIDS-CLIN-TRIALS | 11/16/2004 |
| AIS-DC-ATHLETICS | ITS-OSS-ATHLETICS | 11/16/2004 |
| AIS-DC-DISPATCH TEAM | ITS-OSS-DISPATCH | 11/16/2004 |
| AIS-DC-FRIDAY CENTER | ITS-OSS-FRIDAY-CENTER | 11/16/2004 |
| AIS-DC-HUMAN RESOURCES | ITS-OSS-HUMAN-RESOURCES | 11/16/2004 |
| AIS-DC-ORTHODONTICS | ITS-OSS-ORTHODONTICS | 11/16/2004 |
| AIS-DC-SOUTH BUILDING | ITS-OSS-SOUTH-BUILDING | 11/16/2004 |
| AIS-DC-STUDENT AID | ITS-OSS-STUDENT-AID | 11/16/2004 |
| AIS-DC-UNDERGRAD ADMIN | ITS-OSS-UNDERGRAD-ADMIN | 11/16/2004 |
| AIS-GF/GA | ITS-FS-TEAM-A | 11/16/2004 |
| ITS-FS-TEAM-B | 11/16/2004 | |
| ITS-FS-TEAM-C | 11/16/2004 | |
| ATN-INTSUPPORT | ITS-INTERNAL-SUPPORT | 11/16/2004 |
| ATN-MESSAGING | ITS-MESSAGING | 11/16/2004 |
