Remedy Mobile, a homegrown solution built internally by University IT, went live right before winter break in 2012. We chose to do this instead of purchase Remedy’s solution, which would have required that we buy licenses for named users.
Many individuals use Remedy Mobile on their desktop as their primary ticket handling application.
Features:
View
- View your active assigned tickets
- View active tickets in an Assigned Group
- View Categorization
- View Description
- View Worklog Entries
- View Date/Time information
- Color Coding Impact/Urgency
Modify
- Modify Assigned Group
- Modify Assignee
- Modify Impact/Urgency
- Modify Incident Type
- Modify Ticket Status (including Close a ticket)
- Modify Time Spent
Create
- Create a new ticket
- Create Worklog Entry
Contact the Requester
- Clicking Phone number triggers your device to dial
- Clicking Email generates an email with the requester's email address
Preferences
- View what groups are viewable
Technical Details:
The client is built using ARSPerl for Remedy integration and jQueryMobile to handle delivery to the mobile device. Basic HTML and jQuery/JavaScript are also in use with the site. The design work was prototyped using the Codiqa prototyping tool, and the code base works across iOS, Android, and Windows 7 mobile devices. Testing has been done completely on iOS devices (and desktop browsers), with some spot checking with an Android mobile emulator. It is currently working on Firefox and Safari browsers, and there are known issues still with Internet Explorer.
