Downloads

NC State is currently operating on Remedy ARS server version 5.01.02 Patch 1313.

Remedy Clients:

Remedy client APIs are forward and backward compatible (mostly), so the client version that you choose is not tightly dictated by the server version. NC State is currently running server version 5.1.2. If you are utilizing a Remedy client or API version preceding version 5, you will not be able to take full advantage of the NC State Remedy system. Our implementation utilizes server features that are not understood by earlier clients.

MS Windows Client:

Quick-start info: Upon running the Windows User Tool for the first time, you will be presented with a login dialog. Minimal configuration is needed, but the following four fields are required:

• User Name - your Unity login name
• Password - your Remedy password as provided to you
• Preference Server - remedy.ncsu.edu
• TCP Port - 33000

   http://remedy.ncsu.edu/project/wut/install.php

Windows Vista users may want to consider installing version 7 of the Remedy Windows client. This is the only version of the Remedy Windows client that has been certified for Vista although the version 5 clients seems to work just fine under Vista.

Windows 7 users may want to consider installing version 7.5 of the Remedy Windows client. Some users have reported problems with the earlier version of the Remedy Windows client and Windows 7. The 7.5 version of the Remedy Windows clients seems to work properly under WIndows 7 although it has not been certified by BMC as of yet.

Note to firewall users: If you are using the Windows client from behind a firewall, you will be interested in reading Remedy solution 3116 for firewall and Remedy client configuration details.

Remedy Alert (AKA Notifier): If you previously used the Remedy Windows Notifier tool to alert you to Remedy events, you may wish to download the new Alert tool. For best results, install Alert into a sub-directory of the directory containing the Remedy Windows client. Also note that when uninstalling the Alert tool, you may receive incorrect or incomplete messages.

The current clients are available for download using the links to your left.

The Office of Information Technology applications developers have produced a web based PHP Remedy client that can be used in lieu of a native client. It works on all modern browsers.

   https://webapps.ncsu.edu/rwc/

The Windows Remedy User Tool is also available via the NC State Citrix application delivery system. To request access to the Citrix system, visit:

   http://www.fis.ncsu.edu/solutionscenter/_Citrix/default.asp

You can also gain access to an MS Windows computer with the Remedy client installed using the Virtual Computing Lab (VCL) facility:

   http://vcl.ncsu.edu/

Choose the "Make a VCL Reservation" link and select the "Remedy client 5.1.2 (WinXP)" image after authenticating. If this image is not one of the choices available to you, please contact Remedy@ncsu.edu.

We have developed an integration between the NC State Remedy system and the Automated Call Distribution (ACD) system in use at NC State. This integration provides the following functionality:

• If the calling customer enters a valid Remedy call number during the ACD prompts, the Remedy call will automatically be loaded into the Remedy users client as the phone call is transfered. The TxMetric.arq macro is used to accomplish this.
• If the calling customer does not provide a Remedy call number, but is calling from the phone number associated with their Remedy customer record, a list of all of the caller's previous Remedy calls will be loaded into the Remedy users client as the phone call is transfered. The TxCallerId.arq macro is used to accomplish this.
• As an alternative to the TxCallerId.arq macro, some groups prefer to automatically open a new call if the customer can be identified by their phone number. The TxCallerId_NewCall.arq macro is used to accomplish this. However, this macro must be renamed to TxCallerId.arq to function correctly.

This functionality is only available when using the Windows client.

There are two Remedy Macro files (.arq) that are needed for proper operation of the Remedy-TMetrics integration. These files are to reside in the Remedy user's Remedy home folder. If you do not know the location of your Remedy home folder, look at your Remedy account info from within the Remedy Windows client under the Tools-> Account... menu. You can be sure that you have the macro files in the correct location if you can see them in the list of macros displayed when you choose the Tools-> Run Macro... menu. If the macros do not show up, take a look at the "Search Path" specified in the Tools-> Options... menu. Try placing the macro files in the directory specified there. It may also be necessary to restart the TMetrics Agent software to get the integration to function properly.

The macros are available here. Depending upon your browser, you may need to right-click on the links below to save the files.

   http://remedy.ncsu.edu/project/downloads/files/TxMetric.arq
   http://remedy.ncsu.edu/project/downloads/files/TxCallerId.arq
   http://remedy.ncsu.edu/project/downloads/files/TxCallerId_NewCall.arq

You will also need a newer copy of the "remedy.exe" helper application that the integration utilizes to pass information from the ACD to the Remedy Windows user tool. This application should replace the existing remedy.exe that you probably already have in your "C:\Tmetrics\TMIACDAgentModule" folder. The new remedy.exe is available here:

   http://remedy.ncsu.edu/project/downloads/files/remedy.exe

The currently supported API libraries are available for download using the links to your left.

Some folks have asked for example code to use in web pages to generate dynamic reports. Here is an example Perl program that can be used to query for calls in a specific Remedy workgroup over a given date range, and return select fields from the call records:

   http://remedy.ncsu.edu/project/downloads/files/fetch_calls.example.zip