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.
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.
To log into Remedy Mobile RFS, please go to this page and login using your Onyen and Onyen password:
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.
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
- 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:
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:
MAC Addresses can use periods, colons, or dashes as separators, or no separators at all. For example:
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
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:
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
will search for all users whose first name begins with “jane” and whose last name begins with “smith.” Likewise, a search for
will search for all users whose first name begins with “ja” and whose last name begins with ”sm.”
At least two characters each are required for the first and last names in order to execute a search. Additionally, the fewer characters provided for the name, the longer the search will take to complete.
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.
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
If you wanted to search by name and only yield open tickets, you would type:
You can limit your ticket results to open tickets only and search by any of the fields specified above:
- Ticket Number
- 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:
- Customer Information
- Request Information
- 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.
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.|
|If “Yes,” each time the worklog is updated, an e-mail is sent to the customer|
|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.|
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|
|The customer’s email address|
|Location||The customer’s campus address or home mailing address.|
|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.
Support for this functionality may vary by device. If this functionality is not supported, then nothing will happen.
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|
|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.|
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.
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|
|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|
All email messages that are sent from within Remedy are automatically added to the worklog of the ticket.
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 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|
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.
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!
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
You can also specify the refresh interval on the fly without coming to the Settings page! To do so, while viewing ticket results, tap the Refresh Timer
to be prompted for how often you want the search to be refreshed. An empty value or 0 will disable the auto-refresh feature.
- 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
- Group Assigned
- Person Assigned
- Last Name
- First Name
- Short Description
- Worklog Update
- Create Date
- Problem Description
- Topic Affected
- Item Affected
- Due Date
Not only can you now choose your columns, the columns are now also sortable! Click on a column header to sort your search results. A triangle will appear in the column header to indicate that the results are sorted. By default, results are sorted by ticket number in ascending order. To reverse the sort, click on any column header again.
The default columns are Ticket Number, Severity, Group Assigned and Status.
- 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