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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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 in Remedy client tool. 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, […]
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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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Using Keyboard Shortcut Keys in the Remedy
Description: The Remedy web tool supports many useful keyboard shortcut keys for common tasks: To do this: Press: Switches to New Request mode. CTRL+ALT+F2 Switches to New Search mode. CTRL+ALT+F3 In New or Modify mode, saves the changes. In Search mode, performs the search. CTRL+ALT+ENTER Clears all field values. CTRL+ALT+F8 Sets default field values. CTRL+ALT+U Shows […]
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CRC-Customer Verification Form
Description: Introduction The purpose of this document is to instruct you on how to use the CRC-Customer Verification form in Remedy client tool, some of the functions are not available on the web tool. Although named after the ITS Computer Repair Center this RFS (Request for Service) panel has evolved to address additional customer requirements. The […]
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