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October 26, 2014

New Memo Field Added to Remedy

On October 26, University IT added a new character field (255 character length) called "Memo" on the Incidents form and to the console columns over the weekend. "Memo" is located on the Date/System tab under the "User Defined Fields" section. 
This field can be displayed as a column via both the Overview Console and the Incident Management Console (via the Preferences drop down list).
Overview Console:
Incident Console: 

October 19, 2014

New Survey Automation Added To Remedy

For many years as a best practice, University IT has sampled client satisfaction by handing HelpSU requests — both those submitted on the web as well as those based on a phone call — to the IT Service Desk.  That has always been a deeply manual process for University IT: pulling a set of resolved tickets for the month, randomizing a selection, sending email invites out requesting users to complete a Qualtrics survey, and compiling the results. Many other groups on campus have done the same type of sampling of their customers.
Beginning October 19, survey functionality was added directly to Remedy with many additional features:
  • Any Support Group Lead (SGL) in Remedy can turn on client satisfaction surveys for any groups for which they are an SGL.
  • The responses are automatically sent to the Service Group Manager in real time (previously a time-consuming manual task).
  • The survey can be set to trigger on each Resolved ticket in a queue (1=every resolved ticket, 2=every other ticket, 10=every 10th ticket).
  • Initially, the ability to complete a survey will only be available to SUNet ID holders, but an unauthenticated form will be coming out soon.
  • All data will be held in Remedy, along with ticket data, for the standard time periods (including 4 years in the Archive).
The Customer Satisfaction functionality is an opt-in feature.
Learn how to set up surveys for groups in Remedy with screen shots and instructions, or contact Chris Lundin.
We have more planned functionality coming in Phase 2 of this project and look forward to sharing that with you.
Chris Lundin
University IT

August 7, 2014

Remedy update

Effective Thursday, August 7, 2014, Remedy users are able to modify their Default Home Page preference in Remedy.

The global default is set to show Overview Console tickets that are "Assigned To All My Groups." There is now a link to Application Preferences from the Functions sidebar where you can change your Default Home Page. In the example below, the default home page preference was changed to show Overview Console tickets that are "Assigned To Me."

Remedy Overview Console

Click Application Preferences to display the dialog box where you can modify your Default Home Page preference.

Application Preferences dialog box

You can modify your preference to one of the following:

Default Home Page Show
Overview Console 1
  • Submitted By Me
  • Assigned to Me
  • Assigned to My Selected Groups
  • Assigned to All My Groups
  • Unassigned In All My Groups (this option is only available to the Overview Console)
IT Home Page 2
  • Submitted By Me
  • Assigned to Me
  • Assigned to My Selected Groups
  • Assigned to All My Groups
Change Management Console
  • Submitted By Me
  • Assigned to Me
  • Assigned to My Selected Groups
  • Assigned to All My Groups
Incident Management Console 3
  • Submitted By Me
  • Assigned to Me
  • Assigned to My Selected Groups
  • Assigned to All My Groups
1 The Overview Console is the best choice if you need to view Incidents and/or Change Requests and/or Tasks within a single console table view.
2 IT Home Page lets you select up to four content table displays within one page layout. You can save your individual IT Home Page layout preferences once it is configured.
3 Incident Management Console is great if you work only with Incident records and want the ability to click through a table list of incidents and display in the same screen additional details about the ticket.

Another thing to note is that the Home icon home icon at the top of the screen returns you to whatever default home page you chose per your Application Preference.

Following the August 7 change, if you continue to keep the Overview Console as your preference—either by selecting one of the many 'Show' values for Overview Console as your application preference, or by taking no action at all as it remains the system default—you will notice the Refresh button now consistently works for the Overview Console.

March 6, 2014

Remedy Update

Our Remedy Refresh project is in its final stages.

This month we are putting the final touches on the new Remedy production environment.  All data has been migrated. 

Some of the things the upgrade will bring to us:

  •     Web-access only -- no more thick client
  •     A revised, cleaned-up user interface, with less tabs and more data on the main screen
  •     Web-enabled reporting, for both ad hoc and canned reports.

As a part of this project, we have been updating the HelpSU portals maintained by University IT (main HelpSU, GSB, R&DE, SHC, Benefits) and we are working with others (OOD, MedIRT and EH&S) to update their portals.

Our next step is training:

  • Wednesday, March 12, 2014 - 10:30-11:30 - Change Management Only Demo - WebEx (by invitation only)
  • Thursday, March 13, 2014 - 3-4:30pm in Redwood Hall G19 - Remedy AR Sys - General Support Staff​
  • Friday, March 21, 2014 - 9-10:30 am in Redwood Hall G19 - Remedy AR Sys - General Support Staff​
  • ​Monday, March 24, 2014 - 2-3:30pm in Redwood Hall G19 - Remedy AR Sys - General Support Staff​

Please let us know if you have any questions.

Chris Lundin or Jo-Ann Cuevas

University IT

March 6, 2014

Watch this page for updates on the Remedy refresh project.

Last modified December 10, 2015