Using Remedy
Information for student workers on using the campus Remedy software to track tickets
Reviewed by Bil Hays 04/25/2012
Remedy is problem-tracking software that is implemented by ITS for use across campus. As a participating department, we have some customized workgroups and categories that meet our unique needs.
ITS provides general help information about using Remedy. The application we use is Request for Service. While ITS's pages are useful, our procedures differ slightly and are outlined here at Using the Remedy System
Other Handy Remedy Tips
- Reopening a Ticket -- Use the Copy to New option on the Remedy menu bar to copy info from an old ticket to a new one. Want to see tickets for someone else in Facilities? -- Go to Tools to Run Macro. Select the Assigned -<person's name> to see what is on their task list!
- Checking Assigned Tickets -- To look at the assigned ticket list, log in to Remedy. On the tool bar near the top of the Remedy ticket form you can see a box with an arrow for drop-down menus. If you click on that arrow, you can view the list of Remedy macros. Selecting the first one, call "Assigned", will allow you to see all tickets still marked "assigned." You will primarily follow the CS Students group tickets, please check that often. If you see a ticket in that list that you can take care of, please assign the ticket to yourself and take care of the issue. If you can't take care of the issue, ask for help!
The Computer Science workgroups & members are as follows:
For photos of the facilities staff, go here.
Who does what?
Murray Anderegg - Linux admin, Mail; Printing; DNS; FTP; Revision control systems; Google Admin
Mike Carter - PC repairs; Printers; Copiers; Equipment inventory, Building related issues
Alan Forrest - Windows and Mac servers and user support; Backups; Windows printing
Wayne Green - Windows and Mac user support, Classroom machines, Passwords and accounts
Bil Hays - Infrastructure Manager; Networking; Macintosh guru and admin; Database projects; Building related issues; Google Admin; Ubuntu Admin
David Harrison - Technical support to Graphics Lab; Networking; Video services and teleconferencing
David Musick - Video services and teleconferencing, Telecommunications, Distance education, Multimedia classrooms
John Sopko - Linux admin, UNIX backups; AFS; WWW Servers; Password systems; Mysql; Time service
Mike Stone - Hardware; Windows user support
Brian White - IT Director; Account administration; Technical reports