| A Newsletter about Remedy at NC State University | January 2001 |
In This Issue:
Remedy System Down During MLK Weekend
As a result of a planned upgrade to the UPS system in the Hillsborough building, the Remedy system will be shutdown at 6:00 PM on Saturday, January 13, 2001, and will remain unavailable until power is restored and other services have stabilized. Expect the Remedy system services to be restored by 4:00 PM on Sunday, January 14, 2001. For additional information about this outage, please see:
http://comtech.ncsu.edu/news/UPSoutage.html
Remedy Link for Palm Computing Available
At the request of some mobile NC State Remedy users, we installed the "Remedy Link for Palm Computing" product into our Remedy system for evaluation. The requesting organization was pleased with the functionality, and as a result, requested that we license the product for their use. We have done so, and they are currently using the product successfully. The product is priced at about $400.00 per Palm user (ouch!), so we are charging the cost of the licenses back to the respective users. In order to deploy the product, we had to purchase a 10-pack of licenses. We have a few left over, so if you think that you might be interested in using this product, let us know, and we can setup an evaluation for you. You can learn more about the Remedy Link for Palm Computing here.
RemedyWeb Upgraded to Version 1.4
RemedyWeb, the JAVA client for Remedy has been upgraded from version 1.0 to version 1.4. This upgrade fixes a number of bugs, and provides a small performance improvement (see the release notes). The RemedyWeb client is used primarily by Macintosh users, since there is no native Remedy client for the Macintosh platform.The previous version of RemedyWeb did not work with Netscape, but did work using the Apple Applet Runner, and did work (sort of) with MS Internet Explorer on the Macintosh. The new version no longer works with the Applet Runner, but does work with versions of Netscape from version 4.76 onwards (with the addition of a JAVA plug-in). So as not to disrupt current users, we are running both versions of RemedyWeb during a transition period. The old (4.0) version continues to be available at:
http://remedy.ncsu.edu/java_client/arj.cgi
while the new (4.1) version is available at:
http://remedy.ncsu.edu/java_client_41/arj.cgi
Connecting to either version with an incorrect browser configuration will result in the display of a web page that will direct you to the missing components. At some point in the future, we will probably phase out the old version.
Additional Information in the History Field
We have made changes to the Remedy system so that the History field now contains the initial values of all of the fields that are normally tracked in History. Previously, only the changes to the various fields were recorded, leaving some doubt about their initial values.
We are beginning the development of a system within Remedy to provide our customers with the opportunity to give us feedback on their interactions with the various support organizations using Remedy. This will of course be optional, and can be enabled on a workgroup-by-workgroup basis. The initial deployment will utilize a common web-based HTML form that customers will visit to provide feedback. The results of the survey will be deposited in a new Remedy form, and be available for analysis and reporting.We envision some new escalations that will be used to control when (if) the customer receives the offer to provide feedback, and escalations to notify workgroup members when feedback has been received. We are interested in your views on these and other features that you would like to see in a customer satisfaction system within Remedy. If you would like to be involved in the planning of this facility, please let us know.
Beginning in February, 2001, ITD will be offering monthly Remedy training. The first Thursday of each month from 9:00 - 11:00 AM will be the designated time. The training will take place at the IT training facility in the Avent Ferry Convention Center. We will alternate monthly between "Introduction to Remedy at NC State" and "Advanced Topics", beginning with an Introduction to Remedy on February 1. The training is open to any NC State Remedy user, at no cost and with no preregistration required.
Special training sessions can be arranged as requested. Please contact Chris King to make these arrangements.
- Broadcast facility to convey critical information to logged-in Remedy users
- Support for attachments in Remedy