Remedy Mobile

Introduction

This document explains how to use Remedy Mobile, a condensed web-based version of Remedy, primarily focusing on the UNC-Request for Service application, the most widely used Remedy application at UNC-Chapel Hill. Remedy Mobile is specifically designed for mobile phones and tablets, providing users a way to quickly create, view and edit Remedy tickets from these devices. Remedy Mobile was inspired by MobileRFS, which also allowed users to modify Remedy tickets.

If you are looking for MobileRFS, you can find it by going to https://remedyasp.unc.edu/legacy.

If you are looking for MidTier, you can find it by going to http://remedy.unc.edu.

If you need to download the Remedy desktop application, you can do so from http://its.unc.edu/remedy.

Getting Started

You can go to the Remedy Mobile web page by going here:

http://remedy.unc.edu/m

Although Remedy Mobile may work with many devices, Remedy Mobile aims to be compatible with devices using the following operating systems, or above:

iOS 4.1
Android 2.1
Windows Phone 7 Mango

Additionally, JavaScript and cookies must be enabled in order to use Remedy Mobile. If JavaScript is not enabled, you will see the following message:

You must enable JavaScript to use remedyMobile. Please enable JavaScript and refresh this page.

To log in, use your Onyen and Onyen password:

Upon successfully logging in, you will see this page. This is the main menu, which provides easy access to all of the features of Remedy Mobile.

On almost every page, tapping the (Home) button at the top of the page, or the Home button at the bottom of the page, will return you to the main menu. Tap Logout to log out of Remedy Mobile.

Searching For Tickets

Quick Searching From the Main Menu

In the text box at the top of the main menu, you can quickly search for tickets by entering a ticket number, Onyen, or PID. Click the ? button to execute the search.

Advanced Ticket Searches

Alternatively, if you would like to perform a more advanced search, you can do so by clicking Ticket Lookup from the main menu:

Beyond searching by ticket number, Onyen, or PID, you can also search by Group Assigned, Person Assigned, Ticket Status, Severity, Last Name and First Name. You can even limit your search to open tickets only:

Understanding Fields

To search by ticket number, for example, tap on the Field Value text box beside Ticket and enter a ticket number.

Note: If you specify a ticket number, all other search fields are ignored.

If you were to use Group Assigned field as a part of your advanced search, you have the option of manually typing the group name or selecting the group from a menu, as shown here:

To manually type the name of a Remedy group, tap in the Field Value text box and begin typing. To select a group, tap on the Field Menu button. Similar to the same functionality within the Remedy desktop application, this button opens a list of Remedy groups. Tapping on the group’s name will automatically populate that name in the Field Value text box.

Once there is a group name in the Field Value text box, if that group name is valid, clicking the Field Information button shows detailed information about that group, including their service level agreement (SLA), response times, types of tickets handled, etc.

The Person Assigned field works similarly to the Group Assigned field, in that you can manually type the Onyen of the user in the Field Value text box beside “Person.“ However, in order to select an Onyen using the Field Menu button, you must have a valid group name in the Field Value text box beside “Group.” If you click the Field Information button beside “Person,“, you will receive detailed information about that user, including their contact information, primary Remedy group and more.

If you want to specify the Severity of the tickets for your advanced search, tap the Field Menu button beside “Severity.” Selecting the Status for an advanced search works the same way. To specify the Status, tap the Field Menu button beside Status.

If a ticket has one of the following statuses, it is considered to be an open ticket:

• Assigned
• Work in Progress
• Pending Analyst
• Pending Customer
• Pending Vendor

If you want to limit your ticket search for only open tickets, tap the checkbox beside “Open Tickets?” to enable this option.

Note: Searching for open tickets will clear the Status field menu. Conversely, specifying a Status will clear the Open Tickets? checkbox.

You also have the option of using the Onyen, PID, First Name and Last Name fields when performing an advanced search. Those fields look like this:

What makes these fields unique is the  (LDAP Search) button. More information about the (LDAP Search) button can be found in this section.

Performing an Advanced Search

Once you have specified the field values for your advanced search, scroll to the bottom of the page and click Search to perform your advanced search. For both quick and advanced searches, if your search only yields one result, you will be taken directly to that ticket. Otherwise, if your search yields more than one result, you will be redirected to a page listing the search results, like so:

To view a ticket, tap on the button with its ticket number. But what if these search results are not what you were looking for? At the bottom of the Ticket Lookup page, you could click New Search to clear all of your search field values and start over. You can also start over by clicking the (Reset) button at the top of the page.

Custom Searches

On the main menu page, you may see at least 4 of the following icons. All of these icons are related to searching.

   

The Ticket Lookup page allows you to perform advanced searches for tickets, as described in more detail above. The next three icons are similar to Ticket Lookup in that they are perform advanced searches, but each icon is already configured to perform a specific advanced search. The My Tickets icon searches for all open tickets that are assigned to you. The My Group’s Open Tickets icon searches for all open tickets assigned to your primary Remedy group.

The The ITS-HELPQueue icon will be optional for many users. This icon searches for all tickets with an “Assigned” status that are assigned to the following groups:

• ITS-HELP
• ITS-OSS-DISPATCH
• ITRC-ES
• ITS-INTERNAL-SUPPORT

Only users with one Remedy groups (and ITRC-ANALYSTS) set as their primary Remedy group will see this icon.

Searching LDAP

The LDAP Lookup icon differs from the other searching icons in that its primary focus is searching the LDAP directory. The LDAP Lookup page focuses on four fields (Onyen, PID, Last Name, First Name) from the Ticket Lookup page.

If you already know the Onyen or PID of the client associated with a ticket, you can tap their respective Field Value text box and enter that data. However, in case you are unsure of a client’s Onyen, PID, or name, you can perform a partial-text LDAP search using the LDAP Search button or the Search button at the bottom of the page.

Note: If you tap the LDAP Search button beside a particular field, that field (first name and last name are used together) will take precedence. However, if you tap the Search button at the bottom of the page, the LDAP search is performed by examining the fields from top to bottom (Onyen, PID, First and Last Name) and searching using the first valid field value.

Note: A partial-text LDAP search can only be peformed using Onyen or First Name and Last Name. A partial-text LDAP search cannot be performed using a PID.

For example, to search for a user’s information by Onyen, type at least two characters in the Field Value text box beside “Onyen”, and tap the (LDAP Search) button.

In this example, we are going to search for an Onyen using the following search term:

zp

When we click the (LDAP Search) button, we get a page of possible matches, listed in alphabetical order according to last name:

Up to 10 results are retrieved at a time. Each row displays a user’s name, PID, and Onyen. This particular search yielded 34 results. If you do not see the user you are looking for in the results displayed thus far, you can scroll to the bottom of the page and tap Get More Results to retrieve up to 10 more results from the LDAP directory.

If you need to go back and tweak your LDAP search parameters, click Cancel LDAP Search. To clear all fields for your advanced search and start over, click New Search. But what happens if your result result appeared within the first 10 results? You can tap Back To Top to jump to the top of the page, and then tap anywhere on the specific result you need to see their LDAP information.

You will then view an information page that will show you the following information concerning a user, if it is available:

• Onyen
• PID
• Last Name
• First Name
• Middle Initial
• Affiliation (S/F/S stands for Student/Faculty/Staff)
• Department
• Phone Number
• E-mail Address
• Location

Within the Department field you will see a Field Information icon. Tap it to find out what group(s) provide support for this particular user:

In the Phone field, if your device supports the tel element, you will see a  (Call) button. If your device is able to make phone calls, tapping the  (Call) button will prompt you to call the phone number in the Field Value text box.

At the bottom of the page, you will see the following buttons:

When you lookup a user in the LDAP directory, a search is automatically done for their ticket history and any open tickets. To view a client’s open tickets, tap Client’s Open Tickets. To view a client’s ticket history (all tickets associated with a particular client, open or closed), tap Client’s Ticket History. To return to the user’s LDAP information page, tap Return to LDAP Info.

To retain your current search field values and return to the LDAP Lookup page to search again, tap Cancel LDAP Search. To erase all search field values and return to the LDAP Lookup page, tap New Search.

Searching LDAP Outside the LDAP Lookup Page

When searching the LDAP directory from the Ticket Lookup page, you may see a button at the bottom of the page called Use Info in Search. Tapping this button will copy the Onyen, PID, First Name and Last Name field values from the user you are currently viewing in LDAP, and then paste those values in the Ticket Lookup page. That way, they can be used when performing an advanced search. To cancel your LDAP search and retain the field values currently on the Ticket Lookup page, tap Cancel LDAP Search. To erase all search field values and return to the Ticket Lookup Page, tap New Search.

When searching the LDAP directory from within a ticket, you may see a button at the bottom of the page called Use Info In Ticket. Tapping this button will copy all available LDAP field values from the user you are currently viewing in LDAP, and then paste those values into the ticket. This will replace any current field values for a particular ticket. To cancel your LDAP search and retain the field values currently in the ticket, tap Cancel LDAP Search. To save any changes, tap Save.

Creating & Modifying Tickets

In addition to searching for tickets, Remedy Mobile allows you to modify the tickets you find, or create a whole new ticket altogether. If you need a reminder of how to search for tickets, jump to this section. As an example, we are going to use ticket 1627531:

Header Information

For viewing tickets (also called requests), Remedy Mobile attempts to mimic the interface used for the Remedy desktop application and MidTier as much as possible. And just like in the desktop application, since we are viewing a ticket, we see the word MODIFY at the top of the page. Likewise, if we were creating a ticket, we would see NEW at the top of the page. Directly below that is the As: field. This field displays the Remedy group through which you are viewing this ticket. What this means is that you will have the visibility and resources in Remedy that is available to that group. That includes, but is not limited to:

• Group Visibility – what groups you can see in the Group Assigned field Menu; in other words, what Remedy groups you can assign tickets to
• Custom Email Text – Custom e-mail templates available for use by your Remedy group

If you are currently viewing a ticket currently assigned to a group that you are not a member of, the As: field will default to your primary Remedy group. You can learn how to view your group membership and change your primary group in this section.

Saving Tickets

If you need to save any changes you made to a ticket, you can do so by tapping the (Save) button in the upper right-hand corner of the page or by tapping the Save button at the bottom of the page. If you search for tickets and the current ticket you are viewing is one of the search results, you can save your changes and view the next ticket by tapping Save & Next. To acknowledge a ticket, which means to take ownership of a ticket, tap Ack Tkt at the bottom of the page. More information about acknowledging tickets can be found here.

Acknowledging a ticket also saves any changes made to a ticket.

Tapping the New Search button will quickly take you to the Ticket Lookup page. If you have not saved prior to tapping this button, you will lose all changes made to the open ticket.

How Ticket Information is Divided

Below the Carolina blue header are the various divisions of information contained within a ticket. To open a division, tap on its name. To close a division, either tap on its name again, or tap the (Menu) button.  The divisions are:

• Status
• Customer Information
• Request Information
• Worklog
• Email Client
• Ticket History
• Ticket Audit Trail
• Client’s Ticket History
• Client’s Open Tickets
• Attachments

The following sections of this document will explain each of these divisions in greater detail.

Status

The first division is Status. This division involves not only who is currently addressing the ticket, but the state of their work towards a resolution, and if that state is constantly being sent to the client. Here is a breakdown of each field:

Group	Group Assigned; The group to which the ticket is currently assigned; the group that currently “owns” the ticket
Person	Person Assigned; The Onyen of the analyst to which the ticket is currently assigned; may be blank
Status	The status of the ticket.
Severity	How urgently a group will respond and resolve your request
Contact	The point of contact; how the client originally submitted the request
Updates	If yes, each time the worklog is updated, an e-mail is sent to the client
Follow Up	If yes, an e-mail asking for feedback concerning the service they received will be sent to the client upon solving the ticket

Customer Information

The second division is Customer Information. This division identifies the customer, their affiliation with UNC, their location, and their contact information. You may notice that these fields are identical to the fields shown when searching for a user in the LDAP directory, with the addition the last four fields, which are explained below:

Onyen	The customer’s Onyen
PID	The customer’s PID
Last	The customer’s last name; their preferred last name is used, if specified in the campus directory
First	The customer’s first name; their preferred first name is used, if specified in the campus directory
M.I.	The customer’s middle initial
S/F/S	The customer’s affiliation with UNC; can be Student, Faculty/Staff or Other
Dept	The department the customer works in or is affiliated with (faculty/staff) or the customer’s major (student)
Phone	The customer’s phone number
Email	The customer’s e-mail address; by default, this is the address listed in the campus directory
Location	The customer’s campus address or home mailing address
Model	The model of the computer associated with the customer; often prepopulated for students with CCI computers
MAC	The ethernet MAC (physical) address of the customer’s computer
Mac (Wifi)	The wireless MAC (physical) address of the customer’s computer
IP	The customer’s IP address

As explained above, the first four fields (Onyen, PID, Last Name, First Name) include the ability to search the LDAP directory. If any information is missing, you can tap the (LDAP Search) to try and fill in the gaps. Again, please note that retrieving LDAP information into the ticket will overwrite the current field values.

If you need to assign the customer’s ticket to their departmental support, you can click the Field Information button in the Department field to view their support information.

If you would like to call the customer, and you are using Remedy Mobile on a device that can make phone calls, a tap of the (Call) button will dial their number for you.

Request Information

The third division is Request Information. This division categorizes the ticket (request) in a way that best describes the ticket, allowing a problem description to provide more specific information concerning the issue that is to be addressed. Classification values in the field menus may differ by group.

To quote the Remedy documentation, “once all the work for an open ticket has been completed and the customer is satisfied with the result, the ticket may be resolved.” There are two requirements to solving a ticket. You must change the status of the ticket to Solved, which is any of the following:

• Successfully Resolved
• No Acceptable Solution
• Issue No Longer Relevant
• Referral Provided
• Solution Offered

Additionally, to solve a ticket, the first four fields (Short Description, Category, Topic Affected, Item Affected) of the ticket must have field values specific to your group. Use the field menus for each field to specify field values specific to your group. Otherwise, you may receive an error similar to the following:

The value selected for the Item Affected field does not match your group data values. Please categorize the problem by selecting a different Short Description or by re-selecting a Category, Topic and Item Affected. (ARERR 10000)

If this occurs, try re-selecting your Short Description from its field menu and select any other values as necessary. Tap Save to save your ticket.

Short	Short Description; the primary level of categorization for a ticket; choosing a Short Description may populate other fields automatically
Category	Category; the secondary level of categorization for a ticket. may be automatically populated
Topic	Topic Affected; the tertiary (3rd) level of categorization for a ticket; may be automatically populated
Item	Item Affected; the quaternary (4th) level of categorization for a ticket; may be automatically populated
Problem	Problem Description; Text description of the issue, limited to 255 characters

Worklog

The fourth division is Worklog. This division involves the viewing and updating of the worklog of a ticket, which keeps track of all progress made to resolve a client’s issue. Here is a breakdown of the two fields:

Worklog	The worklog of the ticket, with entries listed in reverse chronological order (the newest entry is at the top)
Update	A text box for adding an entry to the worklog

Upon loading a ticket, the entries (individual additions by a user) to the worklog are listed with the newest first. If you would like to reverse the order of the entries, placing the oldest entry first, you can quickly do so by tapping the (Reverse Worklog) button. Tapping this (Reverse Worklog) button again will list the newest entry first again.

To add an entry to the worklog, type some text in the Update field value text box, and then tap Save to save the text as an entry to the worklog.

Email Client

The fifth division is Email Client. This division allows you to send e-mails to the client or to anyone necessary to resolve the client’s issue. Here is a breakdown of all fields:

To	The recipient(s) of the e-mail; additional recipient e-mail addresses must be separated by a semicolon
ReplyTo	The sending and reply-to address of this e-mail; this value defaults to the analyst’s e-mail
CC	Field that allows for sending the e-mail to additional recipients, with the clients knowledge; additional e-mail addresses must be separated by a semicolon
Custom	Custom Email Text; if any canned responses have been uploaded for the group specified by the As: field in the header, they can be added to the body of the e-mail message
Email	The body of the e-mail message, supports only sending messages in plain text, no attachments.
Email Wrklg?	If checked, the worklog is included in the e-mail when it is sent
Send?	If checked, the e-mail is sent to the specified users when the Save button is clicked

If you tap the Field Information button for the ReplyTo field, the e-mail address for your Remedy group will become the sending address when you send an e-mail from within Remedy.

All e-mail messages that are sent from within Remedy are automatically added to the worklog of the ticket.

Ticket History

The sixth division is Ticket History. This division displays concerning ticket creation and modification, including the user, group, and time. Here is the breakdown of all fields:

Creator	The Onyen of the user that created the ticket
Grp Created	Group Created; the Remedy group of the user that created the ticket
Create Date	The date and time that the tickets was created
Last Mod By	Last Modified By; The Onyen of the user that last modified the ticket
Grp Mod	Group Modified; the Remedy group of the user that last modified the ticket
Mod Date	Modified Date; the date and time the ticket was last modified
Who Is? (Onyen)	Use this field to look up contact information about a particular analyst

Similar to the functionality found in the Remedy desktop application, if you enter an Onyen into the Who Is? (Onyen) field value text box, you can retrieve a user’s name, phone number, and e-mail address. If you enter an Onyen of someone who uses Remedy, their primary Remedy group will be returned with the user’s contact information.

Ticket Audit Trail

The seventh division is Ticket Audit Trail. Originally a part of the Ticket History in the Remedy desktop application, this division displays information concerning each modification of the ticket. Here is the breakdown of the fields:

Mod Date	Modified Date; the date and time the ticket was last modified
Mod By	Last Modified By; The Onyen of the user that last modified the ticket
Grp	Group Modified; the Remedy group of the user that last modified the ticket
Prsn	Person Assigned; The Onyen of the user that last modified the ticket
Sev	The severity of the ticket when the ticket was modified; Critical (Cri), Important (Imp), General (Gen)
Stat	The status of the ticket when the ticket was modified; abbreviations will be explained below
Ack Tkt	If the value is 1, the ticket was acknowledged when it was modified

Remedy Mobile only includes a subset of the fields shown in the Ticket Audit Trail in the Remedy desktop application. Here is a list the fields NOT shown in Remedy Mobile:

• Short Description
• Item Affected
• Follow-up Email
• Work Log Entry

More information about the Ticket Audit Trail can be found in the Remedy documentation.

Client’s Ticket History & Client’s Open Tickets

If you are familiar with searching the LDAP directory for a user, the eighth and ninth divisions, Client’s Ticket History and Client’s Open Tickets may be familiar to you.

When a ticket is opened, a search is automatically done for the client’s ticket history and any open tickets. To view a client’s open tickets, tap Client’s Open Tickets. To view a client’s ticket history (all tickets associated with a particular client, open or closed), tap Client’s Ticket History.

In order to see the Client’s Open Tickets division, the client must have at least two open tickets. If you search for a user in LDAP, however, the Client’s Open Tickets button will appear, even if the client has only one open ticket. Regardless of whether you are viewing a client’s open tickets, ticket history, or performing an advanced search, the fields that are displayed will be the same:

 

Ticket #	The ticket number
Group	Group Assigned; The group to which the ticket is currently assigned; the group that currently “owns” the ticket
Sev	Severity; How urgently a group will respond and resolve your request
Status	The status of the ticket.

Attachments

The final division is Attachments. This division allows you to view any files that are currently attached to a ticket. Here is a breakdown of the fields:

Filename	A button with the name of the file on it
Size	The size of the file, in kilobytes (KB)

Upon tapping a button for a specific attachment, you will be presented with the following warning:

Depending on your device, downloading an attachment may refresh the page and cause you to lose all changes. Proceed?

If you answer Yes or OK to this warning, your attachment would open in the same tab as Remedy Mobile in your mobile browser:

Depending on your mobile device, tapping the Back button on your mobile browser may return to the ticket without losing any changes. Your results may vary.

If you are unable to view an attachment, the reason may be that you are missing a necessary app on your mobile device, or that you need to update your mobile operating system to the latest version. Also, due to the nature of mobile devices, it is not possible to upload attachments to Remedy tickets from a mobile device. If you need to do so, please use the Remedy desktop application or MidTier.

Creating Remedy Tickets

To create a Remedy ticket, tap Create Ticket from the main menu. The page will look the same as when you are viewing a ticket, but with many of the divisions missing:

To create the ticket, the following fields are required and must have field values:

Short	Short Description; the primary level of categorization for a ticket; choosing a Short Description may populate other fields automatically
Category	Category; the secondary level of categorization for a ticket. may be automatically populated
Phone	Phone Number; The customer’s phone number
Group	Group Assigned; The group to which the ticket is currently assigned; the group that currently “owns” the ticket
Last	The customer’s last name; their preferred last name is used, if specified in the campus directory
First	The customer’s first name; their preferred first name is used, if specified in the campus directory
M.I.	The customer’s middle initial; has a default value when creating a ticket
PID	The customer’s PID
Contact	The point of contact; how the client originally submitted the request
S/F/S	The customer’s affiliation with UNC; can be Student, Faculty/Staff or Other

As a tip, up to five of these required fields can be filled in easily by searching LDAP. By using a client’s Onyen, PID, or name and tapping the (LDAP Search) button, you can search the LDAP directory for a user’s information. Tap Use Info in Ticket to apply the LDAP field values to the ticket.

To create the ticket, tap Save or the  (Save) button in the upper right-hand corner of the page. Upon successful creation of the ticket, you will see a confirmation message like the following:

Known Issues

• In addition to the New Search button, when viewing a ticket, tapping Home or Logout without tapping Save to save your changes will result in the loss of those changes.
• When saving a ticket that you are currently viewing, you are not prompted if another user has modified the ticket while you are viewing it. In the desktop application, you would be normally prompted first.
• Viewing attachments opens the attachment in the same browser tab as the ticket it comes from. This behavior may result in a loss of unsaved changes when returning to the ticket.

These issues may be addressed in a future release of Remedy Mobile.

Service Monitor

The service monitor, https://status.its.unc.edu, provides a quick indication if there are any services that are experiencing problems or undergoing maintenance and upgrades. To quickly check the status of the main services on campus, on the main menu, tap the Service Monitor icon.

This is the widget for the status.its.unc.edu service monitor when all services are functioning normally. In the event that services are experiencing issues or undergoing maintenance, this widget will display those services, along with links to find out more information.

You may have noticed the Legacy Service Monitor button at the bottom of the page. Tapping that button will retrieve the original service monitor, which can be found here.

As stated on this page, this service monitor is being replaced by status.its.unc.edu, but will be available via Remedy Mobile RFS until it is decommissioned. To return to the main menu, tap the Home button.

Change Primary Group

Users in Remedy are separated into groups; additionally, it is possible for users to be members of multiple groups. Regardless if a user is a member of one group or many, all users have what is called a “primary group.” This primary group defines what your default rights and privileges are within Remedy, as described briefly above. Essentially, your primary group defines your default “viewpoint” of Remedy is, including rights, privileges, and more. You may notice that when creating a ticket within Remedy, the group specified in the As: field by default is your primary group.

To change your primary group, on the main menu, tap the Change Primary Group icon. Then, to change your primary group, tap on the drop down menu and select the Remedy group you would like to make your primary group. Tap Submit to save your changes.