Remedy FAQ


Table of Contents

Overview

Overview

This document contains all of the questions with "Remedy" in their titles.

Q: How do I perform a Remedy search using a date range?
Q: How do I correct a "sharing violation" error message in Remedy?
Q: How do I Submit an Email-In Request for a Remedy Group?
Q: Which Remedy Group do I use for ResNet tickets?
Q: How do I create a macro in Remedy?
Q: How Do I Change My Primary Group in Remedy?
Q: How can I see all open Remedy tickets for any groups of which I am a member?
Q: When I perform a Remedy search, is it possible to display the results list only by default, without the details in the bottom pane?
Q: Why do I get the following error when logging into Remedy: Unable to successfully log in to any server?
Q: How do I export RFS ticket data from a Crystal Report within Remedy?
Q: How Do I Assign Website Requests to Appropriate Remedy Groups?
Q: What do I do if I want to assign a Request for Service ticket to a Remedy group that is not in my Group Assigned menu?
Q: What is a Remedy ticket?
Q: How do I change my Remedy client password?
Q: What is the link for the Remedy downloads?
Q: Remedy Notifier fails to login and I get the error: One or more servers were unavailable for login. How can I correct this problem?
Q: How can I get Remedy Notifier to alert me when tickets are assigned to my group?
Q: How many characters can I use for my notification email address within Remedy?
Q: How do I set Remedy to automatically populate certain fields with set values when I open a form?
Q: How do I correct My forms in the Remedy RFS Search window are gray, but in other modes (such as Modify), they have the proper colors?
Q: How do I refresh a Remedy search without rebuilding the query?
Q: What actions should users take after major enhancements are made to Remedy applications?
Q: Whom do I contact if I want my department to start using Remedy?
Q: When I log into Remedy, a large number of forms automatically open up. How do I correct this?
Q: How do I save a Remedy search so I can use it repeatedly without rewriting it each time?
Q: How do Remedy Group Data Administrators create a listserv to receive notifications?
Q: What do I do if I need technical support on the web? How do I submit a Remedy ticket?
Q: How do I rerun a Remedy search I recently performed without rewriting it?
Q: Is there a way to view the criteria of a recently run search in Remedy?
Q: How do I correct a Remedy Error ARERR: 90?
Q: How do I set the Remedy User Tool so that a New or Search window will automatically open by default when I login?
Q: How do I update the worklog of a Remedy ticket via email?
Q:

How do I perform a Remedy search using a date range?

A:

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 will return any tickets that were created between January 1, 2003 and January 15, 2003.

Q:

How do I correct a "sharing violation" error message in Remedy?

A:

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.

Q:

How do I Submit an Email-In Request for a Remedy Group?

A:

The Email-In function is a way to submit a Remedy Ticket to a Remedy Group via a Group's specified email address. Not all Remedy Groups on campus use this Email-In function.

Q:

Which Remedy Group do I use for ResNet tickets?

A:

In an effor to improve customer service and to speed up our workflow, we have created a Remedy group for each ResNet Area. Each Area is made up of residence halls in a specific geographical location.

The specific information is located at the following site: ResNet Remedy Groups. You can also find this information by clicking on the Question Mark icon in Remedy, next to the Group Assigned field.

Q:

How do I create a macro in Remedy?

A:

To create a macro, make sure that the Macro Bar is visible at the top of the application window. If not, select View > Macro Bar. Now click on the red circle Record button on the Macro Bar. Manually perform the actions you want to include as part of the macro. Click the square green Stop Recording button. When the Save Macro window appears, give the macro a name in the Macro Name field. Make sure the Path field is showing C:\Program Files\AR System\HOME\ARCmds*.*. You have the option of entering a description in the Help Text field, but it is not required. Click Save to store the macro. If you decide there is more to be recorded, then just click Continue Recording and repeat the any needed steps above. NOTE: If you make a mistake during the manual operations while recording, it is best to just start over rather than correct the mistake while recording. This will ensure accuracy.

Q:

How Do I Change My Primary Group in Remedy?

A:

Open the Request for Service form within the Remedy application. Select the 'Change Primary Group' icon from the top of the application window, indicated by opposing white arrows or by selecting UNC > Change Primary Group from the File menu at the top of the application window. A new window will display all Remedy groups that you have membership in. Double-click on a group name to change your Primary group to the group selected.

Q:

How can I see all open Remedy tickets for any groups of which I am a member?

A:

From within the Remedy Request for Service (RFS), select UNC > List Mult-Group Tkts from the top navigation menu. You can also select the icon on the tool bar. A list of all tickets from any group you are a member of that are less than resolved will be diplayed.

Q:

When I perform a Remedy search, is it possible to display the results list only by default, without the details in the bottom pane?

A:

To display only the results list by default go to Tools->Options->Behaviors. Check Show Result List Only. Click OK.

Q:

Why do I get the following error when logging into Remedy: Unable to successfully log in to any server?

A:

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 select the Accounts button. Now, in the Accounts window there should be an entry in the Server column labeled remedy.unc.edu. If not, simply select the Add button and enter remedy.unc.edu into the highlighted field and select Enter on your keyboard. Click OK and enter your Onyen password in the Password field and click OK to login.

Q:

How do I export RFS ticket data from a Crystal Report within Remedy?

A:

Remedy installs a Crystal Reporting Engine Library driver during installation of the AR System User that allows Remedy users to view reports in the Crystal Reports format. Reports may be printed for meetings or other uses by simply selecting the printer icon in the mid-section of the top navigation menu on the Crystal Reports:

Data from both reports can be easily exported by selecting the envelope icon beside the print icon within the Crystal Reports window.

Select the envelope icon to export the data. An Export window will open allowing you to choose the format in which to save the data. Select the appropriate Format from the dropdown menu.

Now select the Destination for the exported data. You can choose from an Application, saving to a local Disk File, saving to an Exchange Folder, or exporting to a Microsoft Mail (MAPI) client.

Q:

How Do I Assign Website Requests to Appropriate Remedy Groups?

A:

Remedy Services has created a document to assist Remedy users in assigning web-related requests at the following URL: http://www.unc.edu/atn/remedy/users/website_requests.html

Q:

What do I do if I want to assign a Request for Service ticket to a Remedy group that is not in my Group Assigned menu?

A:

Submit a Remedy ticket and assign it to REMEDY ADMIN or email us at remedy_question@unc.edu. We can then see if it is necessary to add this Group to your Group's Group Assigned menu.

You can also send the ticket to the ITS-HELP group and they can forward the ticket to the proper Remedy Group. Please make sure to include as much information about the person/group to help the Helpdesk forward the ticket to the proper Remedy Group

Q:

What is a Remedy ticket?

A:

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 by the Problem Tracking System (UNC-CH PTR) until it is resolved. Remedy provides a way to track customer problems whether they report them by telephone, Internet, e-mail, in person at the Information Technology Response Center (ITRC) or at one of the other campus technical support centers.

Q:

How do I change my Remedy client password?

A:

Remedy uses Kerberos authentication to grant access to Remedy. Your Remedy password is your Onyen password. If you want to change your Remedy password you will need to visit the Onyen website at onyen.unc.edu. Changing your Onyen password will change your Remedy password as well.

Q:

What is the link for the Remedy downloads?

A:

Remedy downloads are found at Remedy Services Downloads

Q:

Remedy Notifier fails to login and I get the error: One or more servers were unavailable for login. How can I correct this problem?

A:

From the Remedy Notifier login prompt, select the Accounts button and ensure that you have remedy.unc.edu in the server name. If there is no server name remedy.unc.edu listed under the Server Name column, click on Click to add new server and enter remedy.unc.edu. Also, under the AR Svr column and the Ntfy Svr, there should be an arrow and checkmark respectively in the same row the server name is listed. If not, simply click your mouse within the column that is missing the arrow or checkmark. After you have verified this information, select Close and retry your login to the Notifier server.

Q:

How can I get Remedy Notifier to alert me when tickets are assigned to my group?

A:

In Notifier, go to Tools-->Options-->Alerts. Then go to the Behaviors tab and check Display Alert Message (or any other of the listed options, depending on your preference).

Q:

How many characters can I use for my notification email address within Remedy?

A:

The Request for Service (RFS) currently allows a maximum of 40 characters for a user's primary notification address. To change this address, from within RFS, select UNC from the top navigation menu and choose Change My Initial Notification. The User form will open. Modify the Email Address field and select Save to change the notification address.

Q:

How do I set Remedy to automatically populate certain fields with set values when I open a form?

A:

From within the Windows Remedy Client: Go to Tools->Customize Field Defaults. When the Customize Field Defaults window appears, choose the form you want from the menu. Click OK. When the Customize Field Defaults form appears, populate your chosen fields with the data you want to remain constant. Pop-up menus, such as Group Assigned and Short Description on the UNC-Request for Service application, are not functional in this form so data must be typed in as free text in pop-up menu fields. Remedy is case-sensitive, so make sure the values are an exact match for those that appear in the menus on fields on which you are setting defaults. Save the changes by going to Actions->Save or clicking the toolbar button. Go to Tools->Options->Behaviors. Set On New to Set Fields To Default Values. Click OK.

Q:

How do I correct My forms in the Remedy RFS Search window are gray, but in other modes (such as Modify), they have the proper colors?

A:

This means you probably have your computer's color settings at 256 or lower. To adjust this, click on the Display icon in the Control Panel. Under the Settings tab, change Colors to High Color or True Color.

Q:

How do I refresh a Remedy search without rebuilding the query?

A:

You do this by selecting View->Refresh Search within the Request for Service (RFS) or by selecting F5 as a shortcut function key.

Q:

What actions should users take after major enhancements are made to Remedy applications?

A:

Remedy users should delete 2 types of files including AR Form (.arf) and AR View (.arv) . These files are similar to cache files stored in browsers for websites. To increase efficiency, Remedy stores local copies of the forms just as a browser caches html files to speed access. These files should always be deleted. To delete the *.arf and *.arv files in Windows XP:

  1. Make sure Remedy User is closed.

  2. From the Windows taskbar, choose Start->Search.

  3. When the Search Results window appears, click on All files and folders to the left.

  4. In the All or part of file name: field, type *.arf; *.arv

  5. In the Look In field, select C: from the menu.

  6. Click Search

  7. Delete all files in the search results.

  8. Open Remedy User. The UNC-Request For Service form should display according to the changes made to the Remedy system.

To delete the *.arf and *.arv files in Windows 2000:

  1. Make sure Remedy User is closed.

  2. From the Windows taskbar, choose Start->Search->For Files or Folders...

  3. In the Search for files or folder named: field, type *.arf; *.arv

  4. In the Look In field, select C: from the menu.

  5. Press Enter

  6. Delete all files in the search results.

  7. Open Remedy User. The UNC-Request For Service form should display according to the changes made to the Remedy system.

If you are running the Remedy Unix client from AFS, you can delete your *.arf and *.arv files by doing the following:

  1. Log into your personal AFS space.

  2. Open the directory called arHome.

  3. From arHome, delete all files with the *.arf or *.arv extension.

Q:

Whom do I contact if I want my department to start using Remedy?

A:

Please send and email to remedy_question@unc.edu.

Q:

When I log into Remedy, a large number of forms automatically open up. How do I correct this?

A:

This happens when the Save Window Workspace option is checked. When Save Window Workspace is checked, Remedy remembers the forms that were open when you last closed Remedy. This has a negative side in that if you have a lot of forms open without realizing it, they will all reopen the next time you log in. To prevent this, go to Tools->Options->General and uncheck Save Window Workspace.

Q:

How do I save a Remedy search so I can use it repeatedly without rewriting it each time?

A:

After you perform your search, select Actions->Save Search, give it a name and click OK. To access the saved search, click on the down arrow next to the Search button and select it from the My Searches menu.

Q:

How do Remedy Group Data Administrators create a listserv to receive notifications?

A:

From the web, visit the UNC-Chapel Hill List Server and create a closed listserv. Your newly created listserv should contain arsys@remedy02.isis.unc.edu as a member that does not receive email and does not receive copies of its own postings.

Q:

What do I do if I need technical support on the web? How do I submit a Remedy ticket?

A:

This can be done via the web at the Online Help Desk, http://help.unc.edu/. Click on the Submit/Update a request for help link. Enter your ONYEN and password. Use the drop-down menu under Type of help needed to specify the help you need. Complete the problem description and other requested information and submit the form. This web form sends your information to a Remedy ticket. You will then receive a confirmation email from UNC-CH PTR (the problem tracking system) that will contain your Remedy ticket number.

Q:

How do I rerun a Remedy search I recently performed without rewriting it?

A:

Go to Actions->Recent Searches and make a selection from the list displaying recent searches. You can also right click in the RFS form in an open space and select View Recent Searches.

Q:

Is there a way to view the criteria of a recently run search in Remedy?

A:

Go to Actions->View Recent Searches and make a selection from the list displaying recent searches.

Q:

How do I correct a Remedy Error ARERR: 90?

A:

Error 90 will appear if one of the following has happened:

  1. A network interruption or a local loss of connectivity between your pc and the campus network

  2. A Remedy application or database failure

Try checking the Control Center's Message Center at http://control-center.unc.edu/servlet/Router?mod=mc .

Another common issue that can result in an error 90 occurs after a user has logged into Remedy. After selecting a form such as the UNC-Request for Service, Error 90 is displayed. Ensure that you are running the latest Remedy Clients. Windows users should be using version 5.01.02 and Unix users should be using version 4.5.1. Please refer to the following document http://help.unc.edu/?id=4355 to display which version of Remedy Client you are using.

Q:

How do I set the Remedy User Tool so that a New or Search window will automatically open by default when I login?

A:

To have a New or Search window open by default, go to Tools->Options and the General Tab. Then check the "Save Window Workspace" option under the On Exit portion.

Now open the form in the New or Search window you want to save. With the window open, close Remedy by going to File->Exit. Log back into Remedy. Go to Tools->Options and the General Tab and uncheck the "Save Window Workspace".

Now, every time you login to Remedy, the window you specified will automatically open.

Q:

How do I update the worklog of a Remedy ticket via email?

A:

Enter updateticket@unc.edu in the To: field. In the Subject: field of the email, enter Ticket, followed by a space and the number of the Remedy ticket you want to update. Example: Ticket 12345

All text entered in the body of the email will be added to the worklog of the ticket referenced in the Subject line. Allow up to 5 minutes for the email contents to be reflected in the Remedy Request for Service ticket.