Remedy System 5.8

REMEDY SERVICE TICKET
TRACKING SYSTEM
FEBRUARY 2008
(Version 5.8)
Prepared by:
THE CENTER FOR INFORMATION TECHNOLOGY
(301) 496HELP or ITHELPDESK.NIH.GOV
NATIONAL INSTITUTES OF HEALTH, DEPARTMENT OF HEALTH AND
HUMAN SERVICES
Remedy Service Ticket Tracking System
2
Table of Contents
INTRODUCTION............................................................................4
INSTALLING THE REMEDY CLIENT...................................................4
LOGGING ON................................................................................4
TICKET LIFE OVERVIEW.................................................................6
FormS..........................................................................................7
SEARCHING OR UPDATING A CUSTOMER RECORD...........................9
ADDING A NEW CUSTOMER TO THE CUSTOMER DATABASE............11
ALTERNATE LOCATION................................................................11
CREATING a SERVICE Ticket.........................................................13
CHECKING service tickets assigned to you...................................19
ReassignING a ticket...................................................................20
Hot News...................................................................................20
LOOKING UP A KNOWLEDGE BASE ENTRY.....................................21
WORKING WITH STAFF ATTENDANCE...........................................22
CLONING TICKETS.......................................................................24
ADVANCED SEARCHING CUSTOMER OR SERVICE TICKETS..............25
PARENT/CHILD TICKETS...............................................................28
MACROS.....................................................................................29
REPORTING................................................................................31
SHORTCUT KEYS.........................................................................32
CHANGE HISTORY.......................................................................34
3
INTRODUCTION
The Action Request (AR) system, better known as Remedy, is a client/server
based SQL database system hosted by CIT for all of NIH. It is mainly used
by the NIH Helpdesk and NIH Institutes/Center’s (ICs) Desktop/Network
Support staff to log and track user Information Technology (IT) requests
(tickets). Some branches of CIT and some ICs use Remedy to track other IT
related service requests, but this tutorial focuses mainly on NIH Helpdesk
and Desktop/Network Support.
There is a web client available for accessing Remedy:

http://support.cit.nih.gov/remedy. This thin client works well for Mac Remedy
users and can also be used to update/close tickets when working in the field,
away from your own PC. The web based thin client does not yet support all
of the functionality of the PC based Remedy client, but will meet most of
your day to day requirements.
If you have questions regarding the use of Remedy or other CIT services,
please contact the NIH Helpdesk at the phone number or email address
listed on the cover of this Tutorial.
INSTALLING THE REMEDY CLIENT
Note: Discuss this procedure with your Local IT Support Team before
continuing. The procedure will vary depending on location.
1. Download and print the Remedy Client installation instructions from

http://sdp.cit.nih.gov/downloads/utilities.asp.
2. Download and run user.exe from the appropriate directory (this will vary
depending on your location, but is available at
http://sdp.cit.nih.gov/downloads/utilities.asp).
LOGGING ON
Each IC has staff designated to request Remedy accounts. Ask your

manager for your requester. Your Remedy User Name and Password should
be your NIH network login and password by default. If you do not use your
NIH network login to authenticate, you should have a temporary password
and login ID. To change it, login and choose the Launch Pad from the main
toolbar on any form (CIT Customer Database or CIT Service Ticket) and
select “Change My Password.”
Note: You can have your account changed to use your NIH network (AD)
login credentials if it doesn’t already. Contact the NIH Helpdesk and submit
a request.
4
1. Click on the AR System User icon on the desktop. When prompted,

enter your user name and password and click OK. Do not fill in the
Preference Server or Authentication fields. Your username and password
will likely be your AD Authentication information (Network login).
Note: If you are using Remedy from a Citrix Server, you will have to click
on Accounts, Users and specify a folder for your Home folder. Check
with you local support staff for details and settings.
2. After logging on for the first time, click Tools , Options from the top
menu and set the following options;
Under the General tab, choose “Save Windows Workspace” in the “On
Exit” section. This will bring up the last form you had open when you last
exited Remedy, every time you login. If you want to Maximize the
window on startup, check Maximize Window and Maximize Remedy
User.
Under the Advanced tab, enter “rx.nih.gov” in the Reports Server field.
The TCP and RPC fields remain blank. Also check ODBC Use
Underscores.
Under the Behaviors tab, choose “Keep Previous Field Values” in the
“On Search” section. This feature is useful if you use the Search option
often and by pressing F3 in a List window, it will return you to the Search
window, keeping all of your original search field values. Also check
“Show most recent first” for the Diary Field.
Under the Reports tab, set both options in the “Misc. Defaults” section
to “Page”. This results in much better looking reports.
5
You have the option to modify information about your user login within
the ticketing system. From any form, select the Launch Pad and “Modify
My User Info.”
Note: You only have to set these Options once on each PC you use the
Remedy system on.
Note: If you are logged into Remedy another computer or Remedy

abnormally stopped working, you may get an error after you log in
and try to open a form. You have the option of waiting 2 hours for it
to reset, or you can call the Helpdesk and request it be reset by the
Remedy Administrators.
TICKET LIFE OVERVIEW
Before going into details of the system, we need to cover the life of a typical
Action Request (Ticket) within Remedy. Requests are initiated when a
customer or user requests a service. These requests can arrive via phone,
email, web or in person. Regardless of what the request is, the first step is
always to open the CIT Customer Database and verify the customer
information. If the customer has contacted you about an existing ticket you
can easily search their ticket history. In very few cases a customer record
may need to be created, which is covered in the Adding a Customer to the
Customer Database section.
6
From this point a Ticket can be created, or updated and then populated with
validated customer information as well as information about the problem.
Email notifications will be sent to most customers and the ticket Assignee
when their tickets are initially created and saved.
Once a Ticket has been created, it can be closed if the problem is

completely resolved or assigned to another person or group for resolution.
In some cases a ticket may need to be reassigned more than once to
completely resolve a problem. Tickets can also be “cloned” from another
ticket when needed, which can save time when opening multiple tickets for
the same problem or user. Tickets should normally never be closed unless
the problem is completely resolved and that is verified with the customer.
An email notification/survey will be sent to most customers when their
tickets are closed.
FORMS
Forms are used to search or view different data sets within the Remedy
system. The two main forms Remedy users will utilize are the CIT Service
Ticket and CIT Customer Database forms.
1. From the main Remedy window, click the Open button (a clipboard with
a √ ) located on the left side of the toolbar, or choose File, Open.
Note: The list of forms will vary depending on your rights in the Remedy
system.
7
2. If you have forms that you use more often than others, you can right click
and mark them as Favorites, which will put them under the Favorites
tab and make them easier to locate. You can also use the Recent tab to
select a recently used form and also right click on the forms there to add
them to your Favorites.
8
SEARCHING AND UPDATING A CUSTOMER RECORD
The CIT Customer Database is the starting point when creating most tickets
in Remedy. If necessary, you can add, verify or update information here.
Be sure to verify the customer’s phone number, building, room number and
email address. The database is linked to NIH Enterprise Directory (NED), so
normally, when NIH staff are added to, or updated in, NED their record in
Remedy is updated or created automatically. An Admin Officer (AO)
typically handles these NED additions, deletions and updates. Please keep
in mind; if a person is set to Inactive in NED, their Remedy record will
become inactive. If there is a mismatch between data in NED and Remedy,
the user will receive an email notification (every 30 days at the most)
directing them to update NED and contact their AO if needed.
1. Select the CIT Customer Database from the All tab. Either double-click
on the form name or highlight it and click the Search button at the
bottom of the window. This will bring up a blank search window.
2. Enter the customer’s last name in the Last Name field and the
customer’s first name in the FN (First Name) field. Partial name entry is
allowed, but this may return a large number of customers.
3. Press Enter or click the Search button. For more common names you
may want to limit your search further by entering data in other fields
such as Org Unit or Building.
4. A list of customers matching the entered criteria will appear. The

matches to your search will show in the top half of the screen, with the
currently highlighted customer record showing on the bottom half.
Inactive customer records are displayed in Red (see below).
9
Note: If the selected customer has open tickets, the “NOTE: Customer
has open tickets” button will be displayed. Click the button to open a list
of these open tickets.
5. If the list of results is too long to review, press F3 or click the Search
button (binoculars) to go back to the CIT Customer Database Search
window and enter additional search criteria, such as Org Unit (same as
IC) or Building to shorten the list. It is good practice to verify the
spelling of first and last names (i.e., Kathy, Katherine, Cathy or Cathey).
You can ask the customer what their NED ID is (it’s printed on the bottom
edge of their ID card) or go to NED.nih.gov and attempt to look them up.
With that information you can search based only on the NED ID which is
located on the Additional Information tab of this form. If there is a
NED record for the customer, they should appear in the CIT Customer
Database automatically.
6. If the customer still does not appear on the results list, press the F3 key
to return to the CIT Customer Database Search window to add the
customer (see Adding a New Customer to the Customer Database).
7. Once you have located the customer’s record, update any information
that you possibly can and click Save.
10
ADDING A NEW CUSTOMER TO THE CUSTOMER DATABASE
If the customer you have tried to inquire about is not found, you can add
them to the Remedy Customer database. This is unusual, but can occur
when contractors working off NIH Campus, Volunteers, Fellows or non NIH
staff put in service requests.
Before creating a new customer check both NIH Enterprise Directory (NED)
and the Outlook Global Address List (GAL) to see if the customer already
exists. You can also search the customer form for the NED ID of the
customer.
1. From the CIT Customer Database Search window enter at least the
minimum customer information required to create a record. These are:
First and Last Name, Phone number, IC (Org Unit) and Email address
(required to save any ticket in Remedy).
If you do not have all of required information (i.e., The customer has sent
in a request via a non-NIH email), enter a "?" in that required field. If
there is no valid email address for a customer or POC, enter “none”. If
another customer has the same first and last name, you will need to
include a middle name or initial to create a unique record. If you cannot
get that information, you can enter a ”?" if necessary. You should note in
the Log of the subsequent Service Ticket that you were unable to verify
customer’s information.
There are additional Tabs on the Customer Form. The Additional

Information tab contains fields you can update to expand on the
information captured for a customer. The Roles tab contains a list of
special assignments that are assigned to individuals (IE VIP, IT Pro and
DEAS are popular roles).
2. Click on the Create Customer button located at the top of the form.
ALTERNATE LOCATION
Alternate Location provides a method of defining and saving multiple work

locations for any customer in the Remedy Customer Database. To add an
Alternate Location;
1. Open an existing customer record and click on the Alternate Locations

tab, not the Alternate Location button.
11
2. Click the New Location button and select a Location Type.
3. Fill in all the fields, select a Location Type, Desktop and add any
pertinent Additional Location Information.
4. Click Save Location and press F5 to refresh the page.
The new Alternate Location will appear in the window. To delete a

location that is no longer valid, highlight it and click the Delete Location
button.
If you open a customer record that already has an alternate location, you
will get a popup similar to the following;
You can close that popup. Note that the Alternate Location button is
highlighted red on the customer record, as shown below;
12
CREATING A SERVICE TICKET
Before creating a ticket, be sure there is not already an open ticket for the
problem in question. From a customer record you can click the Queries tab
and then use the Defined Searches pull-down to the right to select
Customer Tickets. Review the customer’s open and recent tickets to
validate that this is a new request. If there is an existing open ticket about
the current problem, double click it and update any information provided by
the customer and reopen it if needed by changing the ticket status. Note
that Helpdesk staff can not reopen tickets.
1. Once you have a valid customer record open and have confirmed that
their location information is correct, click the Default or Alternate
Location button located near the top center of the screen. This will
create a ticket for the customer with the location of choice and open the
Service Ticket form.
Notes: The top half of the screen shows the customer information,
copied over from the CIT Customer Database form. If you change any of
this information, it will only be retained in the current Service Ticket and
not in the original Customer record. To update customer information,
click the Customer Record button on the top right and update the
information there and in the ticket you just created.
The ticket depicted above was created using an Alternate Location. You
can identify this because the Building and Room tags are highlighted
blue. If by the time you get a ticket, the location of the customer has
13
changed, you can click the Alt Loc button to select a different one or you
can click Pull Cust Data to select their default location.
You can also click the Push to POC button if you want the current
customer listed as the POC and choose a different customer by entering
their Customer ID and clicking the Pull Cust Data button. You can get
the Customer ID in the Customer Database.
2. The service ticket will be created with information from the customer
record and a unique Ticket ID number will be automatically assigned
(STXXXXXXX).
The Service Ticket form is separated into three sections: [1] Customer
information at the top, [2] Problem information in the center and [3] Tabs
at the bottom.
3. Enter the problem into the Problem field (128 characters maximum). As
there are a limited number of characters that can be displayed, make this
entry as concise and direct as possible. This is the field that most
customers will see as the description of their problem when they receive
email notification of the ticket’s creation.
Incorrect: “Customer called to say that they are having a problem with
Outlook and can’t see their archive folder or contacts anymore.”
Correct: “Outlook folder problem.”
Note: Use the spell check button (ABC √) when you fill in the Problem,
Log or Resolution fields.
4. Enter the work you perform on this ticket into the Log field. You should
also use this field to expand the problem description. Record all
avenues/steps you tried when assisting the customer to avoid duplication
of effort later. The Log field of a ticket should read like a book. If details
are left out, the story is incomplete and inaccurate. Even if the steps you
attempted did not resolve the problem, they should be recorded in the
Log.
Note: Passwords or other sensitive information must not be entered

into any Remedy Service ticket. If you must, pass along sensitive
information in person or by phone.
Note: If the problem and resolution are straightforward, you do not need
to enter anything into the Log field. Simply enter the problem and
resolution information and it will be automatically saved in the Log after
you save the ticket.
14
5. The Source field is helpful in tracking how customers contact you. Each
Remedy user can have a “default” source which you can set yourself.
With a form open, click “Launch Pad” and “Modify My Remedy User Info”
and set the Source that is most common for your tickets. If you take calls
regularly, you may wish to use “Phone”; however if you are a Desktop
Support technician, you may wish to choose “Walk In” as your default
source. You will still be able to change the Source to whatever is
applicable for a particular ticket.
6. Choose the Category (the Sub-category will usually automatically fill

in), Service, and Desktop OS for the problem. Verifying the Desktop OS
is very important because the tickets are assigned to different
technicians based on Mac, Unix or Windows designations.
7. Choose a Priority for the problem, it will be blank by default;
Normal: The standard priority used for most tickets.
High: The issue involves, or has the potential to involve, a large number
of users. The issue involves a VIP end-user; and the issue involved work
stoppage, but there is a potential work around.
Critical: The issue involves a complete work stoppage and the issue has
immediate time criticality through lost productivity, potential fiscal loss,
potential slippage of a critical mission milestone, or similar reasons.
Low: Denotes a work request that does not require a particular

timeframe or urgency.
Note: The Priorities above are defined in the NIH Helpdesk Service Level
Agreement (SLA) and may vary at other NIH work locations.
8. Set the Status field appropriately (It will default to “Assigned”).
9. If you need to assign this problem to someone else, click the Assignment
tab, and select from the Assignee menu, or click the Me button if you
are closing or assigning this ticket to yourself.
10. You can set a Severity for the problem, but it defaults to None. These
and other fields may trigger escalation workflow depending on your
group’s Remedy configuration. These are customized for each IC. Check
with your supervisor for details.
Note: If the customer has other open tickets, besides the one you have
open and saved, a button stating “Customer Has Open Tickets” will
15
appear below the Severity field. You can click this to pull up all of the
customer’s open tickets and quickly identify possible duplicate tickets. If
you identify duplicate tickets, notify the Quality Review team (see
instructions below).
11. If you would like to “Page”, “Resend” or get “CC” notifications for a
ticket, click the Notifications tab, and select from the following;
Page: Select this option to send a page to the Assignee. If the Assignee
has a pager, email address defined in their user record, a notification will
be sent to this address. If the Assignee does not have a pager email
address defined in the user record, an error will be displayed. In this
case use the option Resend described below. This field is cleared after
the notification is sent.
Resend: Select this option to resend a notification to the Assignee. If the

Assignee has an email defined in the user record, a notification will be
sent to this address. This field is cleared after the notification is sent.
CC (One time): Use this field to send a “one time” notification to a user or
distribution list. The drop down menu allows the user to select a user or
group from the Assignee Menu. The field also accepts free text;
therefore any email address can be entered here. This field is cleared
overnight. If multiple addresses are required, they must be entered
manually and be separated by semicolons.
CC (Permanent): Use this field to send a notification to a user or

distribution list every time the ticket is saved. The drop down menu
allows the user to select a user or group from the Assignee Menu. The
field also accepts free text; therefore any email address can be entered
here. If multiple addresses are required, they must be entered manually
and be separated by semicolons.
12. If you are resolving this problem yourself, enter the resolution in the
Resolution field. This is the field that customers will see as the solution
to their problem when they receive an email notification that their ticket
has been closed. Entering “Done” in the Resolution field is usually
frowned upon. The information here can be a reference for future
inquiries and should contain pertinent details. Change the Status field
to “Closed”. You can click the “C” button which will assign the current
ticket to you and close it.
13. Once all of the ticket specifics have been entered and verified, click the
Save button.
16
Note: All of the above fields can be entered in any order. You can also
re-Save a ticket if you add information or need to make changes.
If you have a Helpdesk related Quality issue to report, Click the Quality
Review button and a separate form will open. The Quality Review form is a
tool that can be used to flag service tickets which may contain quality
problems.
The most prominent feature allows users to flag tickets for: Correction,
Escalation or Quality Feedback.
• Ticket Correction
o Service tickets that contain errors or defects which require
correction will be escalated back to the NIH Helpdesk for
reprocessing.
• Ticket Escalation
o Service tickets that contain errors or defects which are of critical
nature will be escalated back to the NIH Helpdesk for
reevaluation by a manager.
• Quality Feedback
o Service tickets that contain errors, defects or other deficiencies
can be reported to the Quality Team for ticket quality
assessment, but will not be escalated or assigned to the
Helpdesk.
o The ticket will be reviewed upon ticket closure to allow for
complete ticket review/analysis.
PUBLIC Comments are required for all Ticket Corrections and Ticket
Escalations. To facilitate the reprocessing of the service ticket, detailed and
specific information is requested and should include “why” the ticket is
being sent to the NIH Helpdesk. Comments entered in this field will be
included in the log of the service ticket.
Private Comments are for discreet communication which may not be

appropriate to include in the log of the service ticket. Comments entered in
17
this section will be reviewed by the Quality Team and/or shared with
Helpdesk management accordingly.
Various quality problems and multiple incidents can occur within a single
service ticket. The Quality Team reviews, analyzes and assesses the various
quality incidents. To facilitate the processing of the quality problem being
reported, it is highly recommended that the submitter provide their quality
assessment.
Example 1:
Ticket incorrectly assigned to an IC where current customer information was
not properly gathered prior to ticket assignment.
Example 2:
An IC technician flags a service ticket which did not contain sufficient
information, capturing customer’s technical problems.
18
CHECKING SERVICE TICKETS ASSIGNED TO YOU
This feature will most often be used by Desktop Support or Tier 2

personnel after tickets have been created by the Help Desk and
appropriately assigned. To search for tickets currently assigned to
you or your group;
1. From the CIT Customer Database form or the Service Ticket form,
click on the Queries tab and select “My Open Tickets” (or your Group’s
name) in the Defined Searches field. The defined queries will vary
from group to group.
2. A list of all open tickets currently assigned to you, or your group, will be
displayed. You may double-click on any of these tickets to call up the
Service Ticket form with that ticket’s information.
Note: The list displayed in the search window is only for that moment in
time. In order to keep the listing up to date, click ”Defined Searches”
and pick the appropriate search again. Auto Refresh will not work for
Defined Searched.
To assign a ticket from a “group” to yourself, highlight the ticket and

click the Me button (far right).
To assign a “group” ticket to someone else, double-click on the ticket and

choose the correct Assignee under the Assignee tab. Once you save a
ticket and the Assignee has changed, Remedy automatically sets the
Status to Assigned.
3. Once you have a ticket assigned to you, click the Acknowledge button
and click Save. This tells the Remedy that you have acknowledged
receiving the ticket.
19
Note: Ask your supervisor if your group uses this feature, you may not
have to Acknowledge tickets.
See the Advanced Searches section later in this tutorial for more detail
on searches.
REASSIGNING A TICKET
Once your work is finished on a ticket, you will need to either close it (as
described above), or re-assign it to someone else.
1. If you need to assign a ticket to someone else, click the Assignment tab,
and click the Assignee menu.
2. You should verify and update the Category, Sub-Cat, Priority and
Severity fields. These can enable escalation procedures for different
groups and must be accurate.
3. Once all of the ticket specifics have been entered, click the Save button.
4. IMPORTANT! If you receive the following message when you click

Save, you need to take a few extra steps before you really save the
ticket.
Another Remedy user has updated and saved the ticket before you tried
to save it. If you click Save at this point, an important update could be
over written with the information you just entered.
The best option at this point is to click No and copy any information you
had entered into the Log or Resolution field to the Windows clip board.
Then close the ticket with out saving it.
Reopen the ticket and review the entry that had been made by the other
Remedy user. You have the option to paste the information from the clip
board into the ticket and make any necessary modifications and save it.
HOT NEWS
20
The Hot News feature in the Remedy service ticket tracking system is
designed to alert the extended NIH IT community (including IT staff in other
OPDIVS and the Office of the Secretary) of technical problems or issues at
NIH that could affect their work. A Hot News should be created for any
event that will have a negative impact on end users. The audience can be
both technical personnel and end users. A Hot News should be designed to
explain what the problem is, how it specifically applies to various personnel,
and when resolution can be expected; who or what actually caused the
event is not relevant to the reporting of a Hot News. It is not a forum to
assess blame to any particular party.
A separate Hot News Users Guide is available for download at

http://training.cit.nih.gov if you search and open the Remedy Service Ticket
Tracking System.
LOOKING UP A KNOWLEDGE BASE ENTRY
1. From the CIT Customer Database or CIT Service Ticket form click the
Open KB link. This will open your default web browser to the CIT
Knowledge Base (KB) http://dcs.cit.nih.gov/kbweb/ww2_main_query.asp.
2. If prompted to, log in to the knowledge base and use “NIH\” plus your
domain login and password. This will authenticate you to the web server
and you will not have to login again as long as you do not close your
browser.
3. Type what you are searching for into the into the search window on the
main CIT KB web page and press Enter, or click Go. A list of matching
KB records will be displayed.
4. Click on a record to review it and use the browsers back button to return
to the list.
5. Click on the KB Home button to return to the KB form and start a new
query if needed.
21
WORKING WITH STAFF ATTENDANCE
Not all ICs use Staff Attendance in Remedy, so check with your supervisor
before you begin.
The Staff Attendance feature of Remedy is a handy tool to prevent tickets

being assigned to technicians when they are not in the office or unavailable
1. To set the status of a staff member;

Click the Staff tab. You will see a default list based on who is logged in.
To select a different group, click the “Select Another Group” button, or;
Click Launch Pad from the top menu and select Staff Attendance and
select a different group.
2. Double click a staff member from the displayed list.
22
3. In the Attendance field, you can select a standard message chosen from
the drop-down list, or enter a customized message by typing in the
Attendance field.
Note: This text will be displayed if a ticket is assigned to the individual.
4. The Automatic “In” Reset button should be set to “Y” (yes), so that the
Attendance field information will be automatically reset to “In” the
following day, unless you have set vacation dates.
5. To set a Compressed Work Week (CWW) day, click the CWW day from the
pull down menu.
6. To set an Alternative Work Schedule (AWS) day, click the most recent
AWS date. The system will calculate from that.
7. To set Scheduled Leave, select a beginning and ending date for the
period you will be away (see the popup Calendar that appears in figure
above) and before actually leaving, set the Attendance to Annual Leave.
8. To setup a Backup designate, click the down arrow next to Backup and
browse to the Group that your backup is in and select them. Remedy
will display a notification message if a ticket is assigned to the individual
while they are away, informing the ticket creator about the attendance
issue and will automatically reassign the ticket to the Backup.
23
9. If there is no Backup designated, Remedy will display a notification

message stating that the assignee is “Out” and allow the ticket creator to
either keep that assignee, or select another.
Note: If you designate a backup that has you listed as their backup, you
will receive a warning notice.
CLONING TICKETS
Cloning tickets in Remedy can save time, effort and automates repetitive
tasks of similar nature. In the example below, we use a situation where I
know I have 5 new PCs to install in a training room.
In this example, I have created the first ticket in my own name, because
there are no customers associated with the training room. I have assigned
the call to myself and saved it.
1. To Clone an existing ticket, with the ticket open and saved, click the
Clone Ticket button.
2. A window appears providing the options of what sections of a ticket you

want to clone.
24
3. If you select All Data, all of the other fields will be selected automatically.
If you deselect All Data, all of the other fields will be deselected
automatically.
4. In the Required group you must select either Customer Information

and/or Problem/Category. The reasoning is, if you aren’t cloning one of
these two fields, why clone the ticket?
If you do not clone the customer information, you will have to enter a
first and last name in cloned ticket and just press Enter. It will auto
populate.
5. The Optional group contains Assignee, Log and Resolution.

Depending on your individual situation, the fields you choose to “clone”
will vary. In the example I am using, if the PCs were for 5 individuals, I
would not want to clone the Customer Information, as it would be
different for each ticket.
6. Once you have checked the appropriate options, click OK. At this point a
new ticket has not been created, click Cancel if you wish abort cloning
the ticket.
7. Update any fields that may vary on each ticket. In this case, I want to
easily identify the 5 PCs as I install them, so I will modify the Problem
field to indicate PC #2 of 5.
8. Before you can actually clone the ticket, any required fields that you did
not select to clone must be filled in.
9. To create multiple cloned tickets for different customers: Click the Add
button and create additional clones with multiple customers without
closing the form. Hit enter after each additional first and last name you
add. Once you have added all of the customers you want to create
tickets for, click on the Multiple Tickets tab and click the Create
Clones button. You can also modify the multiple users on this tab.
10. For a single ticket clone, click the Clone button to create the clone ticket.
A new ticket window will open, displaying the new ticket information and
it will be automatically saved. An entry will be added to the Log stating
that “This ticket was cloned from STXXXXXX”, the original ticket number.
ADVANCED SEARCHING – CUSTOMER OR SERVICE TICKETS
25
Searching the databases in Remedy can be greatly simplified and

automated, especially in cases when you use one or more search criteria on
a daily basis.
Important Note: You are searching the live production system when you
query Remedy in this manner. If you are doing a vague search likely to
return many records, such as all open tickets, you will impact the
performance of the Remedy Server. You will degrade performance for all
Remedy users. If you want to pull data for Reporting, talk to your
Supervisor about getting appropriate rights to the Reports Server.
You may search on various fields on the Service Ticket. By filling in various
fields, and clicking the Search button, you can create your own queries.
For these types of query listings there are two options for refreshing the
data;
Manual Refresh: Click View, Refresh Search, or press F5 and the listing
will update with the latest ticket information. You may also press F3 to
return to the Search window and update your search.
Open the database you want to search (typically CIT Service Tickets) as
previously described;
1. From the search form, fill in the various fields you want to search on with
the desired values. Use as many fields as possible to better define the
search.
For example, if using the Ticket form, one may want to use a Status of
“Assigned” or “Closed” to search for only those tickets. If using the CIT
Customer Database form, one may want to look only at Active customers
in a particular part of an organization (Long_Org).
Once the search criteria have been entered click the Search button. This
will display a listing of all of the records (if any) that meet the criteria
selected. To limit or increase the maximum number of records that can
be returned, click Tools, Options, Behaviors and modify the maximum
number of records.
If you keep your screen on the same search form all of the time, you can
set an “auto” refresh to refresh at regular intervals. Click View, Auto-
Refresh to set your preferred time parameters.
Note: Keep in mind the escalation scheme at your location and select a
refresh time less than what might trigger an escalation.
26
2. For more sophisticated queries, you can use the Advanced Search Bar.
Select View, Advanced Search Bar.
3. You can type in your search criteria manually or use the recommended
method; Click the fields on the form, use the operator buttons and select
values when available from the Fields fly-out menu.
It is important to recall that you are using Boolean logic when building
you query. Thus, your query must be structured in a logically meaningful
manner. Notice the query below. We are looking for any tickets for a
certain assignee that might have a Status of “Assigned” and “Pending”:
The problem with this query becomes obvious when you click Search. A
message pops up that there are no records matching these criteria,
which is true. Any given ticket can only have one “Status” at a given
point in time, so searching for a Status of “Assigned” and “Pending” at
the same time will return nothing. Logically that is impossible. The
correct syntax of this query is using an “OR” operator and add brackets
around it:
Note: In Remedy, click Help, Contents and Index and type in “Advanced
Search” to review other examples and conventions for Advanced
Searching using Boolean logic.
4. Save your Search for future use by clicking Actions and Save Search.
Be sure to enter a name that will easily identify the search. Click OK to
save the search.
Note: A search can be a combination of information entered into the

Advanced Search bar and values entered into the body of the form.
5. You can access your saved searches by clicking Actions, My Searches

from the appropriate blank form.
Note: Some sample advanced searches are provided below;
'Create-date'>=$DATE$ Would yield today’s tickets.
27
'Create-date' >= $DATE$ - 86400 Would yield today’s and yesterdays

tickets. The number 86400 is the number of seconds in a day. If you
wanted to go back two days, double the number.
PARENT/CHILD TICKETS
The Parent/Child process was designed to provide means of associating

dependent tickets for the same customer. It allows a remedy user, to create
additional related tickets for tasks that are required in order to complete the
original ticket for a specific customer.
1. To create a Child ticket from an existing ticket, click on the Related

Tickets tab.
Note: The Duplicate Ticket button is a quick way to remove a second

ticket that has been created for one issue. With the dupe ticket open,
click the Duplicate Ticket button and enter the ticket number of the
original ticket and click Duplicate. The ticket will be marked as a
duplicate and closed.
2. Click the Create Child Ticket button. A popup notification will appear
and warn that a Child ticket has been created and the Parent can not be
closed until the Child ticket (s) is closed. Click OK.
3. The Child ticket will be displayed. All of the previously populated fields
are blank, excepting the customer information. A red letter “C” will
appear next to the ticket number. Likewise a red letter “P” will appear
next to the ticket number on the Parent ticket.
Child Ticket Parent Ticket
4. From this point, the Child ticket can be updated and assigned as needed.
28
5. With the Parent ticket open, you can click the Related Tickets tab and
see the Child ticket associated with this Parent ticket. Double click a
Child ticket or click the Display Child Tickets button.
6. To display the Parent ticket from the Related Tickets tab on the Child
ticket, you can click on the Display Parent Ticket button. Double click
a Parent ticket or click the Display Parent Ticket button.
Note: You can not close the Parent ticket until all of the Child tickets are
closed.
MACROS
Remedy macros work the same as macros within MS Office with one
distinction; the first action of any Remedy macro has to be opening a
database. This limits what custom actions you can have a Macro perform.
One common use is to simplify common running searches like the one just
created.
To Create and Save Macro;
1. If you don’t see the Macro bar, from a blank Remedy window click View ,
Macro Bar.
2. Select Tools, Record Macro or Click the Record Macro button (a red
circle).
3. Click Open and open the Service Ticket database.
4. Select from top menu, click Actions, My Searches and select one of
your saved searches.
Note: You can also manually enter the search criteria if you don’t have a
saved search for your query.
5. When the search results are displayed, Select Save Macro (the green
square) and enter a Macro Name. Populate the Help Text if desired.
Be sure to use a macro name that easily describes what the macro does.
6. Click Save.
29
You can now execute the search with the Macro pull-down menu.
To delete a Macro or Saved Search from menus ;
1. Click Tools, Manage, Macros (or My Searches) and highlight the

appropriate menu item.
2. Click Delete.
30
To rename or add help text to a macro;
1. Enter the new name in the New Name field or enter help text in the
Help Text field.
2. Click Modify.
You can not edit the actions a macro performs. You would have to delete
and recreate the macro with the actions you want it to perform.
Tip: Due to a glitch in the system, even if you set an Auto-Refresh interval
in your Macro, it will not be saved. It can be manually changed if desired.
Do the following:
1. Close Remedy and browse to C:\Documents and
Settings\<UserID>\Application Data\AR System\HOME\ARCmds
2. Open the .ARQ file for your Macro, using Notepad.
3. Change the value of the Form-entry-list variable from zero to how

many minutes you want in between refreshes.
4. Save the file and test the Macro in Remedy.
REPORTING
For standard reports for each IC use the web site:

http://support.cit.nih.gov/reports/<IC>, where IC is the name of your
specific IC.
While the Remedy Service Ticket Tracking system does have reporting
capabilities, it is recommended that it not be used because it searches the
live database. Any large searches or reports will result in performance
problems for Remedy users across NIH.
A separate copy of the live Remedy database is in place just for reporting. It
is currently updated over night, so it contains all the data from the previous
day. CIT offers a class and provides training material on the best uses of
the Reports database at http://training.cit.nih.gov/. Type “Remedy” into the
Course Search box and click Submit.
31
SHORTCUT KEYS
Remedy allows you to use keyboard shortcuts to perform many actions.

This is also available in Remedy Help (search for “shortcut”).
Keyboard Shortcuts in Form Windows
Command: Type:
Copy all contents of all fields onto the clipboard Ctrl+A
Copy the selection onto the clipboard Ctrl+C
Display the selected request Ctrl+Alt+D
Delete a request (administrators only) Ctrl+D
Clear all entries in the form’s fields Ctrl+E
View the status history for the request Ctrl+H
Open the Run Macro dialog box from where you can run a Ctrl+I
macro
Open the Open dialog box to open forms, guides, and Ctrl+O
applications
Copy all field information in the current form to a new Ctrl+T
request while in Search or Modify mode
Open the Print dialog box where you can print the current Ctrl+P
window
Open the Find Forms dialog box Ctrl+F
Fill the fields of the form with default information Ctrl+U
Close the current window Ctrl+F4
Close all windows Ctrl+W
Cut the selection, and copy it to the clipboard Ctrl+X
Save the current request, and go to the next request in the Ctrl+Y
results list
Reverse (undo) the last action in a character or diary field Ctrl+Z
Close a dialog box without saving changes Esc
Display context-sensitive help F1
Display What’s This help Shift+F1
Switch the Details pane to New mode F2
32
Switch the Details pane to Search mode F3

Refresh the search F5
Switch focus between the Results and the Details pane F6
Paste the contents from the clipboard to the current location Shift+Insert
Select the previous request in the results list Ctrl+Page Up
Select the next request in the results list Ctrl+Page Down
In New or Modify mode, save changes to the request; In Ctrl+Enter
Search mode, perform a search
Navigate through forms Ctrl+Tab
Open a text editor or diary editor for a text field or diary Shift+Alt+F7
field, or open a calendar or time control for a date or time
field
Open the menu in a menu field Alt+ or Alt+
Execute an active link in a multiple-line field (usually used on Shift + Alt + F5
machines without a mouse)
Go to the beginning of the current field Ctrl+Home
Go to the end of the current field Ctrl+End
Go to the first field on a form Shift+Ctrl+Home
Go to the last field on a form Shift+Ctrl+End
Keyboard Shortcuts in the Report Window
Command: Type:
Open the Run Macro dialog box where you can select and Ctrl+I
run a macro
Open the Print dialog box where you can print the report Ctrl+P
Open the Save Report Style As dialog box where you can Alt+S
save the report definition to file
Delete the currently selected report style Delete
Open context-sensitive help F1
Open context-sensitive help Shift+F1
Close the report window Ctrl+F4
pen the Properties dialog box for the selected report Enter
33
CHANGE HISTORY
REVISION DESCRIPTION DATE MADE BY

5.0 Complete rewrite and format standardized Sept 25, 2005 J. Bosley
5.1 Added Parent Child section. Nov 20, 2005 J. Bosley
5.2 Added Alternate Location section and Change History. Dec 14, 2005 J. Bosley
5.3 Formatting and Grammar corrections. Incorporated changes July 27, 2006 J. Bosley
when tickets are reassigned, updated Remedy Client
installation for version 6.03 and updated Alternate Location
5.4 Updated Clone Tickets to include the Add feature. Aug 12, 2006 J. Bosley
5.4 Updated Logging in to include the “Show most recent first” Aug 28, 2006 J. Bosley
option. Updated Remedy standard settings on page 4.
5.5 Updated Cloning to correct cloning for Multiple customers Oct. 02, 2006 J. Bosley
5.5 Corrected sample search in Advanced Searches Oct. 30 2006 J Bosley
5.5 Modified Customer DB and Create Ticket to match new Nov. 9 2006 J. Bosley
requirement for valid email address or “none.
5.5 Added Quality Review functionality. Jan 22 2007 J. Bosley
5.5 Updated Creating Service Ticket to include “Customer has June 08 2007 J. Bosley
open tickets button.
5.6 Updated all web links in the document, due to new CIT web Aug 02 2007 J. Bosley
site.
5.7 Corrected formatting inconsistencies throughout document. Aug 03 2007 J. Bosley
5.7 Added sample Advanced Searches. Aug 22 2007 J. Bosley
5.8 Added new Quality Review Form details. Feb 28, 2008 J. Bosley
34

Remedy System 5.8

Uploaded by

Copyright:

Available Formats

Remedy System 5.8

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Remedy System 5.8

Uploaded by

Copyright:

Available Formats

REMEDY SERVICE TICKET

There is a web client available for accessing Remedy:

INSTALLING THE REMEDY CLIENT

1. Download and print the Remedy Client installation instructions from

Each IC has staff designated to request Remedy accounts. Ask your

1. Click on the AR System User icon on the desktop. When prompted,

Note: If you are logged into Remedy another computer or Remedy

TICKET LIFE OVERVIEW

Once a Ticket has been created, it can be closed if the problem is

SEARCHING AND UPDATING A CUSTOMER RECORD

4. A list of customers matching the entered criteria will appear. The

ADDING A NEW CUSTOMER TO THE CUSTOMER DATABASE

There are additional Tabs on the Customer Form. The Additional

Alternate Location provides a method of defining and saving multiple work

1. Open an existing customer record and click on the Alternate Locations

2. Click the New Location button and select a Location Type.

4. Click Save Location and press F5 to refresh the page.

The new Alternate Location will appear in the window. To delete a

CREATING A SERVICE TICKET

Note: Passwords or other sensitive information must not be entered

6. Choose the Category (the Sub-category will usually automatically fill

7. Choose a Priority for the problem, it will be blank by default;

Normal: The standard priority used for most tickets.

Low: Denotes a work request that does not require a particular

8. Set the Status field appropriately (It will default to “Assigned”).

Resend: Select this option to resend a notification to the Assignee. If the

CC (Permanent): Use this field to send a notification to a user or

Private Comments are for discreet communication which may not be

CHECKING SERVICE TICKETS ASSIGNED TO YOU

This feature will most often be used by Desktop Support or Tier 2

To assign a ticket from a “group” to yourself, highlight the ticket and

To assign a “group” ticket to someone else, double-click on the ticket and

4. IMPORTANT! If you receive the following message when you click

A separate Hot News Users Guide is available for download at

LOOKING UP A KNOWLEDGE BASE ENTRY

WORKING WITH STAFF ATTENDANCE

The Staff Attendance feature of Remedy is a handy tool to prevent tickets

1. To set the status of a staff member;

2. Double click a staff member from the displayed list.

Note: This text will be displayed if a ticket is assigned to the individual.

9. If there is no Backup designated, Remedy will display a notification

2. A window appears providing the options of what sections of a ticket you

4. In the Required group you must select either Customer Information

5. The Optional group contains Assignee, Log and Resolution.

ADVANCED SEARCHING – CUSTOMER OR SERVICE TICKETS

Searching the databases in Remedy can be greatly simplified and

Note: A search can be a combination of information entered into the

5. You can access your saved searches by clicking Actions, My Searches

Note: Some sample advanced searches are provided below;

'Create-date'>=$DATE$ Would yield today’s tickets.

'Create-date' >= $DATE$ - 86400 Would yield today’s and yesterdays

The Parent/Child process was designed to provide means of associating

1. To create a Child ticket from an existing ticket, click on the Related

Note: The Duplicate Ticket button is a quick way to remove a second

Child Ticket Parent Ticket

To Create and Save Macro;

3. Click Open and open the Service Ticket database.

To delete a Macro or Saved Search from menus ;

1. Click Tools, Manage, Macros (or My Searches) and highlight the

To rename or add help text to a macro;