How do I save a Remedy search so I can use it repeatedly without rewriting it each time?
Description: After you perform your search, For Remedy web tool, click Searches -> Save Search and give a search name then click OK. The search query is saved. Select Searches -> Run My Searches to perform the search you saved. For Remedy client tool, select Actions > Save Search, give it a name and click OK. […]
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How do I modify the sorting on Remedy search returns?
Description: To sort the returns on any of the fields displayed in the results list, just click on the column heading of the field you want the list sorted by. For more advanced sorting, such as sorting on more than one field or on fields not displayed in the results list, go to Actions > Sort […]
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Using the UNC-Request for Service (Onyen Restricted)
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What do I do if I spilled something on my computer?
Description: What do I do if I spilled something on my computer? Do not turn the machine back on. Turn the machine upside down, allowing all liquid to drain and dry off. Then, please bring your machine to the ITS Response Center. Please note: If the computer is a CCI computer (and depending on the model […]
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How do I perform a Remedy search using a date range?
Description: To perform a date range search, you need a starting date and ending date. The following example uses a range based on when tickets were created: Click on the Advanced button to display the Advanced Search Bar. Enter the following string: ‘Create Date’ >= “01/01/03” AND ‘Create Date’ < “01/16/03” Click Search. This example string […]
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What is a Remedy ticket?
Description: What is a Remedy ticket? Whenever a student, faculty member or staff member reports a technical problem (i.e. a problem with their computer hardware or software), it’s recorded as a Remedy “ticket.” The ticket is tracked in the Request For Service problem tracking system (UNC-CH PTR) until it is resolved. Remedy provides a way to […]
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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 in client tool, go to Tools > Options and the General Tab. […]
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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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