Remedy Request for Service New View Key Icons and Overview

To access the New Request for Service View, you must log into https://remedy.unc.edu/rfs. Click here for information on supported browsers. You must have a valid Remedy license to access Remedy. This documentation is also available in video form by clicking here.

  • Remedy Home Page – The new RFS view is currently not accessible from the home page.

 

  • To create a new ticket, click on the New Request button. This will change the mode of the application to NEW.
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  • If you need to search for a ticket, click on the New Search button. You can search on any field (except worklog).
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  • The mode automatically changes to Modify when you open an existing ticket.
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  • Key Icons – Change Primary Group
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  • Key Icons – View My Open Tickets
  • Key icons – View Group’s Open tickets7-RFS-MGOT
  • Key icon – All My groups’ Open tickets
  • Key Icon – Acknowledge ticket
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  • Severities – These severities may help a Remedy group decide when to resolve tickets to meet the customer’s needs, and satisfy the Service Level Agreement, or SLA, put in place for the severities.If no severity is chosen when assigning a Remedy ticket, it will be assigned with the default severity of Important.
    • Critical issues affects multiple users or an individual’s health or safety.
    • Important issues affect an individual but the problems do not prevent work in other areas.
    • General issues are neither critical nor important.
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  • Status – Status values indicate the progression of a ticket from assigned to solved. You can think of it as the ticket’s life-cycle.
    • Assigned – The service request is currently assigned to a Remedy Group and has not been acknowledged.
    • Work In Progress –The service request has been acknowledged by a member of a Remedy Group.
    • Pending Analyst – The service request is being researched by an Analyst in that Remedy Group.
    • Pending Customer – The analyst is waiting for additional information from the customer.
    • Pending Vendor – The analyst or Remedy Group is waiting for additional information from an outside vendor.
    • Successfully Resolved – The customer’s issue was resolved and customer is satisfied with the result.
    • No Acceptable Solution –The customer’s issue was not resolved due to being outside of the scope of supported applications and services.
    • Issue No Longer Relevant – The customer’s issue was not resolved because the issue is no longer relevant.
    • Referral provided—The customer is referred to a resource or group to resolve his/her issue.
    • Solution Offered – A solution is presented to the customer to resolve his/her issue.
    • Cancelled – Only to be used by the Remedy Group’s discretion when a customer cancels a service request.Cancelled tickets will not be included in Remedy Reports.
    • Closed – Closed tickets are tickets that have been solved for more than a week. Closed tickets are locked and moved to archive. These tickets can no longer be updated.
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  • Email Client – The “Email Updates” flag allows the customer to receive an email update every time the ticket is updated. You can also send emails to the customer within the application using the Email Client Tab. You many also email the entire work log from a Remedy ticket.
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  • Ticket History
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  • Client History
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  • Client’s Open Tickets
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