Using Remedy

Information for student workers on using the campus Remedy software to track tickets

Reviewed by Bil Hays 04/22/2014

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

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! Or run a manual search.
  • 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 Services Team

For photos of the facilities staff, go here.

Murray Anderegg – Linux admin, Mail; Printing; DNS; FTP; Revision control systems; Google Admin; Time Servers

Mike Carter – PC repairs; Printers; Copiers; Equipment inventory, Building related issues

Alan Forrest – Windows and Mac servers and user support; Backups; Windows printing

Bil Hays – Infrastructure Manager; Networking; Macintosh guru and admin; Database projects; Building related issues; Google Admin; Ubuntu Admin; Security Liaison

David Harrison – Technical support to Graphics Lab; Networking; Video services and teleconferencing

David Musick – Video services and teleconferencing; Telecommunications; Distance education; Multimedia classrooms; Building cards

John Sopko – Linux admin, UNIX backups; AFS; WWW Servers; Password systems; Mysql

Mike Stone – Hardware; Windows user support

Brian White – IT Director; Account administration; Technical reports