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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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

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.

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.

Remedy downloads are found at Remedy Services Downloads

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.

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).

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.

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.

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.

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

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:

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

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

Please send and email to remedy_question@unc.edu.

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.

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.

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.

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.

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.

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

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

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.

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.

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.