February 21, 2008
Enhancements Added To The New Remedy 7 Application
The Remedy 7 project team has been able to make a few quick updates to the application to address the most commonly-voiced enhancement suggestions in the two days since we've been live with the new system:
Early this morning the team was able to put into place the following changes:
- The listing of the customer's First and Last Name in the Overview Console
- The listing of the Assigned-To-Group in the Overview Console display
- We've suppressed the "Individual Assignment Notification" when the logged-in user is assigning an Incident to themselves.
- We've changed both the subject and the body of the Group Assignment Notifications for Incident, Problem and Task to include the name of the Assigned Group
We've hidden the PRINT button on the Incident, Problem Investigation, Known Error and Solution Database forms (not all of which we've explained to you yet) until we can work through the Remedy error that it generates. We are aware the printing records is often necessary, and so we're working with Remedy to get that issue resolved.
Remedy User software installation:
We've updated our instructions on the HelpSU for Support Staff on how to install the Remedy User software to get around an issue of the "remedyapp.stanford.edu" server name not being saved. An updated installer is now in place as well.
With those changes implemented, we hope we've addressed the most pressing issues.
And the team needs to take a little breather. Our project team, especially our Remedy programmers, has been working seven days a week for several weeks now (including 12+ hour days for each day of the President's 3-Day weekend) and everyone's pretty fatigued.
We will continue to field HelpSU requests and enhancement requests, but we'll assess those requests with you and schedule their implementation at a little slower pace. Do feel free to continue to submit HelpSU requests with issues you're seeing. We *do* want to hear from you and your staff.
Thanks for your support during this large effort,
On behalf of the Remedy 7 Project team
February 18, 2008
Remedy 7 Successfully Launched
With an amazing amount of hard work and perseverance, over the President's Day weekend, the Remedy 7 project team successfully launched the University's new Remedy system on Monday, February 18, 2008. The cutover was successful with all tickets from the old system now available in the new system. The HelpSU requests that queued up over the weekend were created as the first tickets in the new system. All support staff are now using either the new web client or the Windows client to work in the new system.
Just a reminder for some of the items to be aware of with the new system:
- You will now use your SUNet ID and password to access the application.
- Customers will receive an automatic email when the incident is resolved with the text of what you entered in the Resolution field. So please don't type “See Work Log.” Instead, supply an brief explanation of what exactly was resolved which the customer will understand.
- Attachments are added on the Work Info tab. To add an attachment, be sure to include some text in the Summary field describing the attachment.
- If you use macros or do ad hoc reporting, you must still use the Windows Remedy User client. Macros must be re-recorded and reports must be redefined because field names have changed.
- You should explicitly logout from the web client as you exit. If you simply close your browser, you may have to wait for the 60 minute timeout period to expire before you can login again.
Support staff using Remedy should familiarize themselves with the information collected on the HelpSU for Support Staff web site.
If you would like some additional help, the project team is hosting open lab sessions in the PHIL classroom (in Polya Hall) where you can log in and work in the live system on your tickets. The team is happy to offer guidance, support, and troubleshooting assistance. Open lab times are available Wednesday, February 20th from 1-4pm and Thursday, February 21 from 9-noon.
February 15, 2008
New Application To Power HelpSU Beginning February 19, 2008
The application which underlies the HelpSU request tracking system is being upgraded to a more recent version of the vendor's application: BMC Remedy's Service Desk 7.01 (which include the Incident Management, Problem Management and Service Level Management modules). The scheduled go-live date for the new application has been set for a Tuesday morning, February 19, 2008 after the 3-day Presidents' Day Weekend, to permit time to activate and finalize the configuration of the new application and import all prior HelpSU requests into the new application. See the "Remedy 7 Go-Live Plan" document for the activities and timeline for the period Friday, February 16 6:00 p.m. through Tuesday, February 19, 8:00 a.m.