Using Remedy Alert
Description: Remedy Alert is a tool which allows users and groups to receive notifications about Request for Service tickets assigned to their group or to themselves individually. Logging into Remedy Alert From the Start Menu, select Start > Programs > Action Request System > AR System Alert to launch the Alert login prompt. From the Login […]
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How do I set the Remedy User Tool so that a New or Search window will automatically open by default when I login?
Description: Remedy now defaults to the Remedy HomePage and the application links open in a New. You can still have forms pop up with the HomePage, but you cannot have them replace the HomePage. To have a New or Search window open by default, go to Tools > Options and the General Tab. Then check the […]
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Is there a way to tell who has touched a ticket if the Worklog does not indicate a worklog entry?
Description: Is there a way to tell who has touched a ticket if the Worklog does not indicate a worklog entry? In most cases, you can find out who has modified a Request for Service (RFS) ticket by going to the Audit Trail. By selecting the Ticket History Tab within RFS, you can view each time […]
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How do I monitor open Remedy tickets in my group without having to manually refresh the List Group Open Tickets macro?
Description: You can use the Auto-Refresh feature within Remedy. Using Auto-Refresh, you can perform a search and have Remedy refresh it periodically. To do this, run the List My Open Tickets search (or any other type of search you want). When you get the results, go to View > Auto-Refresh. Select the On radio button. Enter […]
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Can I modify the status of a Closed ticket?
Description: Remedy automatically modifies the status of all tickets placed in Resolved status greater than 7 days. After a ticket has been marked as closed, users are not allowed to change the status again. If a documented problem resurfaces after the associated ticket is closed, then a new ticket should be created to continue troubleshooting. We […]
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How do I create and save a Remedy search that will prompt me for a date range on the fly?
Description: This can be done by writing a variable macro. To do this: Click on the red circle Record on the Macro Bar. Go to File > Open. Select UNC-Request for Service and click Search. Click on the Advanced button at the top, right corner of the form.In the Advanced Search Bar, type the following search […]
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Windows 7 Remedy Client Installation
Description: Windows 7 Remedy Client installation With Windows 7, either the 32bit or 64 bit, you will have to install the Remedy client in Compatibility mode. First, right click on the user.exe and choose “Troubleshoot compatibility”. Then select “Try recommended settings”. Next select “Start the program…” Then Windows will open the install in the taskbar. Ignore […]
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Why are the Short Description, Client’s Problem Description, Custom Data and Worklog fields blank with a lock icon beside them within Request for Service (RFS) tickets?
Description: Why are the Short Description, Client’s Problem Description, Custom Data and Worklog fields blank with a lock icon beside them within Request for Service (RFS) tickets? The Request for Service allows several Remedy groups to restrict access to sensitive information such as Human Resources or Security information. If you are not a member of a […]
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Why do I get the following error when logging into Remedy: Unable to successfully log in to any server?
Description: Why do I get the following error when logging into Remedy: Unable to successfully log in to any server? This error is most commonly seen when users do not have the proper server name entered in the Accounts window at the login prompt. At the login prompt, enter your Onyen in the Username field and […]
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How do I correct a “sharing violation” error message in Remedy?
Description: This means that you have macros, reports or other Remedy files stored on a network drive from which you have lost your connection. Reboot your computer and see if you regain access. If you still do not connect, contact the support person that is in charge of the network domain in which you are working.
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