Introduction

This document explains how to use Remedy Mobile RFS, 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.

Please note that Remedy Mobile RFS version 1.0 will be no longer be available after March 10, 2013. You can access the previous version of Remedy Mobile RFS here.

If you are looking for documentation for Remedy Mobile version 1.0, please click here.

 

Getting Started

Remedy Mobile RFS was designed to be as compatible with as many devices as possible while adhering to web standards. Therefore, it is recommended that the latest available updates are installed on your mobile device for the best possible experience.

In your web browser, both JavaScript and cookies must be enabled to use Remedy Mobile RFS. To check your settings for Apple iOS devices, please follow the instructions here.

 To log into Remedy Mobile RFS, please go to this page and login using your Onyen and Onyen password:

https://remedy.unc.edu/m

Once you have successfully logged in, you will see the home page below.

You can search for tickets using the search box, configure your user settings, or tap on a menu item of your choice.

Quick Search

With this version of Remedy Mobile, the quick search functionality has been enhanced so that you can now search for tickets using a wider array of fields:

• Ticket Number
• Onyen
• PID
• Name
• Email Address
• IP Address
• MAC Address

Fields Requiring Exact Matches

If searching by ticket number, the leading zeroes are not required. For example, if the ticket number is 000000001627531, then you can search by typing:

1627531

If you are searching by Onyen, PID, IP Address or MAC Address, simply type it in the search box. These searches look for tickets that have this exact value in the respective fields. For example, if you enter the PID “777777777” you would only get tickets where the PID of the customer equals “777777777.”

IP Addresses must use periods as separators to be considered valid. For example: 

255.255.255.0

MAC Addresses can use periods, colons, or dashes as separators, or no separators at all. For example:

AA:AA:AA:AA:AA:AA

0cbad4f8a6bd

Fields Leveraging LDAP

If you are searching by Email Address or Name, this works by locating the user in LDAP first, and then retrieving that user’s tickets. For example, if you enter

first_last@unc.edu

as an email address, Remedy Mobile RFS will attempt to locate the user with this email address, and then display their tickets.

You can search by name in the following ways:

first last

last, first

Unlike the other fields, searches by name are partial searches, meaning that you do not have to know a user’s full name in order to find them and their tickets. For example, a search for

jane smith

will search for all users whose first name begins with “jane” and whose last name begins with “smith.” Likewise, a search for

ja sm

will search for all users whose first name begins with “ja” and whose last name begins with ”sm.” 

When a search yields multiple results, they’ll appear like so:

Click on a result to select it and see a few more details. Scroll down to see more results if they are available. Click OK once you have made your choice to view their tickets.

Limiting searches

You can also limit your searches by using the open: prefix. For example, if you wanted to see only the open tickets with the PID is 777777777, you would type

open:777777777

If you wanted to search by name and only yield open tickets, you would type:

open:first last

You can limit your ticket results to open tickets only and search by any of the fields specified above:

• Ticket Number
• Onyen
• PID
• Name
• Email Address
• IP Address
• MAC Address

The Home Menu

The Home Menu presents you with links to all of the functionality offered by Remedy Mobile RFS. In this list are:

• Create a New Ticket
• New Search
• My Open Tickets
• My Group’s Open Tickets
• LDAP Lookup
• Change Primary Group
• Service Monitor
• ITS Change Notices

In the upper right-hand corner is a gear button. This button takes you to the Settings page, which allows you to customize Remedy Mobile RFS to what best suits you:

More information about the user settings available in Remedy Mobile RFS can be found here.

Create a New Ticket

From the Home Menu, to create a new ticket, tap Create a New Ticket.

At the top of the screen in the header is the text “New,” indicating that you about to create a new ticket. Below that is “As: ITRC-KMT.” This will display your primary Remedy group.

Below the UNC logo are the various sections of a Remedy ticket:

• Status
• Customer Information
• Request Information
• Worklog
• Email Client
• Ticket History

 To open a section, tap on its name. For example, to open the Status section, tap Status. To close a section, tap on its name again.

Status

When you tap on Status, for example, all other sections are hidden and only the Status section is shown. 

This section 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:

Request	The current ticket number.
Group	Group Assigned; the group to which the ticket is currently assigned; that 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 this ticket.
Contact	The point of contact; how the client originally submitted this ticket.
Updates	If “Yes,” each time the worklog is updated, an e-mail is sent to the customer
Follow Up	If “Yes,” an e-mail asking for feedback concerning the service received will be sent to the customer upon solving the ticket

Beside the Group, Person and Severity fields is a Field Information button (?). Once there is a valid field value, click the Field Information button for more detailed information:

Group	Service Level Agreement (SLA), response times, types of tickets handled, etc.
Person	Name, phone, email, location, department, Remedy group membership, primary Remedy Group
Severity	Severity Level Information as listed here.

Customer Information

This section identifies the customer, their affiliation with UNC, their location, and their contact information:

Onyen	The customer’s Onyen
PID	The customer’s PID
Last	The customer’s last name
First	The customer’s first name
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 email address
Location	The customer’s campus address or home mailing address.
Building
Add. Info	Additional information about the customer that is needed to resolve the issue addressed in the ticket.

Beside the Onyen and Dept fields is a Field Information button (?). Once there is a valid field value, click the Field Information button for more detailed information:

Onyen	Opens the “Support Contact Information” form. This form provides even more information about a specific user, including DHCP Registrations, Remedy group membership, and HR Facilitators.
Dept	Lists the departmental support information for a customer’s department, if the information is available.

Beside the Phone field is a phone button. If you are accessing Remedy Mobile RFS from a phone, you can use this button to actually call that person.

Request Information

This section 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.

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
Item	Item Affected; the quaternary (4th) level of categorization for a ticket
Problem	Problem Description; text description of the issue, limited to 255 characters
Model	Model Number; model of the customer’s computer, can be manually entered or selected from a list
Type	Type; type of the customer’s computer, a read-only field populated automatically when loading LDAP data
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 IP address of the customer’s computer
Serial	The serial number of the customer’s computer
Billable
Knowl.	Knowledgebase; marks a ticket as having information that should be added to help.unc.edu
Custom	Custom data; custom data that can be manually entered or selected from a list

Beside the MAC, MAC (Wifi), and IP fields is a Field Information button (?). Click the Field Information button for more detailed information:

MAC	Opens the “RFS-MultiIP” form to allow you to search for IP Addresses, MAC addresses, and wifi MAC addresses. In order to open the RFS-MultiIP form, this field must have a valid MAC address.
MAC (Wifi)	Same as the MAC field.
IP	Same as the MAC field, but does NOT require a valid IP address in order to open the “RFS-MultiIP” form.

Worklog

This section involves the viewing and updating of the worklog of a ticket, which keeps track of all the progress made to resolve a customer’s issue.

Worklog	The worklog of the ticket, with entries initially listed in reverse chronological order (the newest entry is at the top)
Update	A textbox 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 put the worklog entries in its original order.

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

This section allows you to send e-mails to the customer or to anyone necessary to resolve the customer’s issue.

Lookup	New feature for Remedy Mobile RFS; allows you to search by Onyen, PID, email address or name to find an email address.
Add To:	Once the Lookup field has successfully found an email address, you have the option of applying that email address to one of three fields: To, ReplyTo, CC
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.
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

Ticket History

This section displays information concerning ticket creation and modification, including the user, group, and times.

Creator	The Onyen of the user that created the ticket
Group	Group Created; the Remedy group of the user that created the ticket
Created	The date and time that the ticket was created
Last Mod	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	Allows you to look up contact information for a user; this field only accepts an Onyen
Name	When using the Who Is field, this field displays the name of the user
Group	When using the Who Is field, this field displays the primary Remedy group of the user, if applicable
Phone	When using the Who Is field, this field displays the campus phone number of the user, if available

Saving Tickets

To create your ticket (or save changes to an existing ticket), you can do so by tapping the Save button at the bottom of the page, or by tapping the Menu button in the upper right-hand corner, then tapping the Save Ticket button.

If you receive an error message, the most likely cause is a missing or incorrect field value. Try providing a value for the field(s) specified in the error message, and then saving your changes once again.

Settings

Perhaps the most significant enhancement to this version of Remedy Mobile RFS is the ability for each user to customize certain aspects of the application to suit their needs. Additionally, these settings are saved even after you log out of the application, and are automatically loaded even if you login using a different device!

General

If you ever need to refer back to this document, there is a Documentation link within the application.

RFS (Request for Service)

The settings in this section concern tickets:

• Highlight critical tickets – If checked, tickets with a severity of “critical” will be highlighted in red
• Confirm ticket saves? – If checked, a message is displayed every time a ticket is saved or acknowledged.
• Show ITS-HELP Queue button – This setting is only visible to those users who have access to the ITS-HELP queue; if checked, a button will appear in the toolbar when viewing a ticket that will provide quick access to the ITS-HELP queue.
• Automatically refresh search – If checked, a search can be refreshed every x minutes; the number of minutes must be between 0 and 59 or the value will be ignored.
• Refresh interval (min.) – The number of minutes before a search for tickets is refreshed automatically

• Customize Columns- One of the most request features was the ability to customize the columns that are used when searching for tickets. Now, users can choose up to 6 columns any of the following fields:
  • Ticket Number
  • Severity
  • Group Assigned
  • Status
  • Person Assigned
  • Last Name
  • First Name
  • Short Description
  • Building
  • Worklog Update
  • Create Date
  • Location
  • Problem Description
  • Topic Affected
  • Item Affected
  • Due Date

• Customize Field Defaults – Users now have the ability to save default values for any field. Clicking Customize redirects the user to a blank ticket where they have the ability to save any value they want. Then, when they click to create a new ticket, these values will be the default values in the new ticket.
• Save & Next – If you are viewing search results and there is more than one ticket, you can enable this option to show a button that will allow you to save the current ticket and automatically open the next ticket in the list.
• Automatically load single result – If enabled, if a search yields only 1 result, the ticket will be automatically opened.
• Abbreviate ticket status- If enabled, to save horizontal space, you can abbreviate the status in the search results. Here is the list of abbreviations:
  • ASGD – Assigned
  • CNCL – Cancelled
  • INLR – Issue No Longer Relevant
  • NAS – No Acceptable Solution
  • PA – Pending Analyst
  • PC – Pending Customer
  • PV – Pending Vendor
  • RP – Referral Provided
  • SO – Solution Offered
  • SR – Successfully Resolved
  • WIP – Work in Progress