Remedy Service News
July 2nd, 2008
Group Renames and Inactivations
The NC-BIOPORTAL group was inactivcated as that services has left ITS.
ITS-WAN has been renamed to ITS-NETWAN
ITS-NETELECTRONICS has been renamed to ITS-NETDEYPLOYMENT
ITS-NETWORK-WIFI has been renamed to ITS-NETWIFI
May 23th, 2008
Change Plan
A temporary toolset designed to reinforce key concepts required to successfully promote culture change within ITS as we move forward toward fully implementing change management. These concepts include the following:
- Documentation of all changes
- Communications
- Forward Schedule of Changes (FSC)
- Planning & Risk Assessment
- CAB Reiview
- Approvals
- Metrics: Key Performance Indicators
mobileRFS Client
Remedy Services is proud to release our mobileRFS Client to our Users. The Mobile Client will give Remedy users the ability to Acknowledge, Modify, and Create Request For Service tickets on mobile devices with browsers such as a Blackberry or a Treo.
Please go to remedy.unc.edu/m and login with your onyen and password. The documentation is available here, http://its.unc.edu/RemedyWebAccess/mobileRFS/index.htm. If you have any issues or questions please send a Ticket to REMEDY-ADMIN.
December 19th 2007
Remedy will be updating the LDAP lookup within RFS to improve the ability to find Faculty,Staff,Student and Other records. It will also be utilizing some newer LDAP data for Faculty,Staff,Student records with multiple departments or majors, giving us the ability to show the person's primary record.
The Remedy team is also implementing the ability to append a URL to a specific Category, Topic Affected, or Item Affected. This will give groups the ability to have a webpage with documentation to pop-up within the Request for Service application and associate it with a CTI value. This will give the technician working the ticket the ability to see information about a specific issue or workflow and provide the proper solution.
December 2007
The Remedy team is excited to present a Mobile RFS client and ask that everyone with a Palm device and a Remedy User License begin testing this ASAP. The login URL is https://remedyasp.its.unc.edu/MobileRFS/MobileLogin.aspx or remedy.unc.edu/m. Please send any feedback or technical issues in a Remedy ticket to REMEDY-ADMIN.
September 16th 2007
Remedy Services renamed the ITS-RESEARCH group to the RESEARCH-COMPUTING in order to reflect that groupsreporting structure.
August News
Remedy Services has added several groups in the past month and Inactivated acouple of groups no longer being used.
Remedy Services Inactivated the IBIBLIO group because they no longer used ITS services in the Control Center.
Groups added this month are the ITS-KRONOS group associated with the new TIMS time management system, ITS-USS (UNIX support), CAROLINA-CALENDAR (supporting the new Events Calendar).
We are also pleased to welcome the LINEBERGER-TECHSUPPORT group who provide IT support for the Lineberger Comprehensive Cancer Center.
Two groups were added in already existing Remedy using organizations. The OASIS team added the AS-WEB group for Arts and Science web services and DENTISTRY-ADMIN has been added to the OCIS groups for internal server support.
The ITRC has added two new groups to support the new facility at the new SASB building, ITRC-SASB-WALKIN and ITRC-SASB-DROPOFF. These will function the same way as the groups at the Undergrad Library. The ITRC-SOUTH group has been inactivated since the Hinton James location has been replaced by the new SASB location.
June 28th 2007
Hello All, forgive the duplicates...
Tonight, June 28th, Remedy will be implementing the "Homepage". Upon logging into the Remedy Windows client or MidTier the user will see the Remedy "Homepage". This was passed before the Remedy Advisory Council and the ITS User Support and Engagement focus group. The Remedy "Homepage" will accomplish three main objectives as follow:
1.Unify all Remedy applications within single interface within the Window's Client as well as through the MidTier web client
2.Provide simplified access to applications without accessing the Object List
3. Provide essential information to support staff across campus, incorporating IT Service Management best-practices for Incident Management
Documentation is located here http://help.unc.edu/6292
Please contact REMEDY-ADMIN with any questions.
Please make sure you logout tonight, if not you will not see the changes until the next time you login to Remedy.
Below we have provided some FAQs for the Homepage:
FAQ’s for Homepage Questions
Why does this “Home Page” open when I login to the Window’s Client or MidTier?
The Remedy Advisory Council, which is the governing body for Remedy approved the deployment of the new Remedy Homepage as an enhancement to have one page that all users see to access any Remedy application you have permissions to see.
How do I get to applications like RFS or PTS from this new page?
Select the appropriate application below the “Remedy Applications” label in the upper left corner of the window to open the form in a New or Submit mode.
Can I disable the Homepage?
No, currently all users will see this form when logging into either the Windows client or the MidTier.
What are these graphs on the right side of the Homepage form?
Remedy calls these graphs flashboards. They are graphical representation of open Request for Service (RFS) tickets for your primary group as shown by the stacked bar graph in the upper right corner of the application. The pie chart in the lower right corner of the application window will show any open Project Tracking System (PTS) projects for your primary group, by default.
How do I update the flashboards to show RFS Tickets of PTS Project for other groups I belong to?
Select the dropdown menu just below the logout button in the upper right corner of the application window. You may choose from any group you have membership in to update both RFS and PTS flashboards automatically. You can also drill down to any individual within the group by selecting a user from the group in the field below the Group field. Again, both flashboards will automatically update.
Do the Flashboards auto-refresh?
No. You can refresh the flashboards by selecting the Refresh button above the flashboards to query the database for new RFS Tickets or RFS Projects.
Why is the RFS/PTS or both flashboards graphs blank?
There are no open RFS Tickets or PTS Projects to be displayed for the Remedy Group or Remedy User displayed in the drop down menus above the flashboards.
May 29th 2007
Hello All, A reminder about this weekends changes. Along with the LDAP lookup change listed below we will add Department Number to the Support Groups question mark Icon pop up beside the Department field. These changes will require no downtime, but users should logout before they leave for the weekend in order to observe the changes. If you have any questions please direct them to Remedy Services. Thanks! Cal Wallace Remedy Service 919/843-1905
Remedy Development will release a change to LDAP lookups on the UNC Request for Service for customer information. Currently, lookups for customer information based on first or last name return only information based on the Faculty/Staff or Student field. After the change is implemented, lookups based on the PID or Onyen field will follow existing name lookup functionality by filtering information returned based on the Faculty/Staff or Student selection. This enhancement, requested by one of our users and approved by the Remedy Advisory Committee (RAC), will require no downtime. However, Request for Service users will need to logout and back in to begin using the new functionality. The Remedy client downloads and caches files to improve performance and response times just like a web browser. Please contact 962-HELP if you notice any issues after the change on Sunday. Chris Arrington Remedy Development
April 6th 2007
Since Remedy's Oracle database will be unavailable on April 6 from 6:00 a.m. to 7:00 p.m. due to the restructuring of the data Center in Phillips hall (see below change notice). We will be utilizing this time to move the Remedy production server Remedy02.isis.unc.edu from the Phillips Hall data center to the new ITS Manning data center. We will also be upgrading the Remedy Oracle database from 9i to 10g (Watson – P550), which will reduce the original service interruption from 6:00 a.m - 7:00 p.m. to 6:00 a.m. - 12:00 noon.
April 6th 2007
Watson downtime reminder that will affect Remedy production.
On Friday, April 6, 2007 ITS will continue to restructure the data center in Phillips Hall to reduce the amount of space allocated to services remaining in that space. ITS is retaining a portion of the ITS Phillips Data Center to house the core networking services and several computing services that were too costly to relocate in the recent move to ITS Manning. A number of services will be affected by this transition during the hours of 7:00 a.m. to 7:00 p.m. The services that will be unavailable during the transition include:
Oracle services on Watson
March 8th 2007
New Remedy group: ITS-OSS-EDA
ITS-OSS-EDA( Executive Director of the Arts) supports 3rd floor Carr Building, Memorial Hall, and Campus YMCA for desktop support and Tessitura. Support for Paul Green Theater, Kenan Theater, Student Union Box Office Tessitura support ONLY.
February 28th 2007
Hello All, Remedy Services will rename the ITS-SYSTEMS/PROCEDURES this evening, 2/28/2007, to ITS-BUSINESS ANALYSIS. *Group Description:* Business Analyst’s role addresses both customer business processes and the systems supporting those activities. The assists customers in creating the vision, definition, and specifications leading to the development and implementation of efficient systems to support business processes. We partner with various application groups on projects ranging from Payroll, NC Distance On line Education, Personal Identifier, Kronos Time and Attendance, Space Management, Student Aid, Departmental Accounting System, Merchant Services (credit cards) and many more. *Support Role:* ATTENTION: Project Tracking System group only. ITS-BUSINESS-ANALYSIS WILL NOT use RFS for any ticket exchange they will only use PTS. Remedy tickets are handled through specific project groups set up in Remedy. Generally, University customers would not submit a problem ticket directly through the Business Analyst group. *Interested in exchanging tickets with ITS-BUSINESS ANALYSIS?:* Contact Candy Davies to inquire about exchanging Request for Service tickets. If you have any questions, please contact Remedy Services at 843-1905 or create a Remedy Ticket and assign it to REMEDY ADMIN.
February 28th 2007
Remedy Services will rename the ITS-CIT this evening, 2/28/2007, to ITS-TLI, ITS-Teaching and Learning Interactive. *Group Description:* Supporting faculty, graduate instructors and staff in the use of technology in their teaching and research. The technologies they support include course management software, course web pages, discussion forums, multimedia (audio and video) on the web, teleconferencing solutions, audio and video production, exam/survey scanning and consultations on effective use of technology in instruction. *Support Role:* ITS-TLI receive tickets originating from the ITRC when faculty members inquire about what technologies are available to support instruction, and when they are experiencing difficulty with any of the services ITS-TLI provides. *Interested in exchanging tickets with ITS-TLI?:* Contact Aurora Collado to inquire about exchanging Request for Service tickets. If you have any questions, please contact Remedy Services at 843-1905 or create a Remedy Ticket and assign it to REMEDY ADMIN.
December 14th 2006
Remedy Services has tested the Remedy Windows Client against Microsoft's Vista Enterprise operating system. We have not seen any compatibility issues in our testing, however, when installing the Windows Client you must choose to installed and run in Windows XP Compatibility Mode. If this option is not available during intsallation, please refer to the ITS Helpsite document: How to use Windows XP Compatibility Mode.
Another thing that has changed is the ARcmds filepath for saved Searches and Macros. If you have old saved Searches or old Macros you can move them to this directory in Vista, C:\Users\USERNAMEFOLDER\AppData\Roaming\AR System\HOME\ARCmds. The old path for Remedy version 6.3 in XP is C:\Documents and Settings\USERNAMEFOLDER\Application Data\AR System\HOME\arcmds.
December 13th 2006
Remedy Services is deploying a new Remedy Group this evening, December 13th, 2006 called AS-SYS. This group will take over the functions of the old AS-SYSTEMS and the AS-USG groups which will both be Inactivated this evening.
