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System Changes - Complete Archive

Today is November 23, 2009
System Changes - Complete Archive
   
Nov 18, 2009 Submitter: nlil
Modification The WRAP workgroup has been renamed to OIT_WEBAUTH.
 
Nov 02, 2009 Submitter: nlil
Archive Archived 9,120 records from the Calls form using this selection criteria:

'Create-date' <= "10/1/2007" AND 'Status' >= "Closed"
 
Nov 01, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 1, 2009 at 05:00.
 
Oct 25, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 25, 2009 at 05:00.
 
Oct 18, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 18, 2009 at 05:00.
 
Oct 11, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 11, 2009 at 05:00.
 
Oct 06, 2009 Submitter: nlil
Correction Corrected a bug in the web knowledge-base look up which was suppressing the display of solutions with a Distribution=Internal.
 
Oct 04, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 4, 2009 at 05:00.
 
Oct 01, 2009 Submitter: nlil
Archive Archived 11,722 records from the Calls form using this selection criteria:

'Create-date' <= "9/1/2007" AND 'Status' >= "Closed"
 
Sep 27, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 27, 2009 at 05:00.
 
Sep 23, 2009 Submitter: nlil
Addition The OIT_CT_FIREWALL workgroup was created for "OIT ComTech firewall deployment and support."
 
Sep 20, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 20, 2009 at 05:00.
 
Sep 18, 2009 Submitter: nlil
Outage (Unscheduled) On Friday morning 2009-09-18, a problem was discovered with the delivery of various Remedy notifications. Delivery of approximately 550 notifications was delayed as a result of the service interruption from the previous day. The notifications were subsequently delivered and the underlying problem was resolved.

Additional details can be found in this Sysnews post:

http://sysnews.ncsu.edu/news/4ab39f78
 
Sep 17, 2009 Submitter: nlil
Outage (Unscheduled) There was a brief disruption in the Remedy service beginning around 11:24 AM on Thursday, September 17, 2009 and lasting for about 10 minutes. As a result, some users were unable to login to the system during that period.

Additional details can be found in this Sysnews post:

https://sysnews.ncsu.edu/news/4a85cafb
 
Sep 13, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 13, 2009 at 05:00.
 
Sep 11, 2009 Submitter: nlil
Addition The ENGR_MSE workgroup was resurrected for "Support for Department of Materials Science and Engineering."
 
Sep 06, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 6, 2009 at 05:00.
 
Sep 01, 2009 Submitter: nlil
Archive Archived 7,762 records from the Calls form using this selection criteria:

'Create-date' <= "8/1/2007" AND 'Status' >= "Closed"
 
Aug 30, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 30, 2009 at 05:00.
 
Aug 27, 2009 Submitter: nlil
Correction Corrected a problem with the PHP code that displays Remedy solutions via the web interface. The system was failing to display Remedy solutions having a Distribution of "Internal". These solutions are supposed to be viewable via the web if the viewer has a valid Remedy login. The system was failing because the login/password combination that was being used to login to the Remedy server to verify the viewer was using a password that was out of date. Substituting a valid password corrected the problem.
 
Aug 23, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 23, 2009 at 05:00.
 
Aug 21, 2009 Submitter: nlil
Modification Made changes to the help desk knowledge-base search script such that numbers entered as part of the query are now interpreted as solution keywords and solution numbers.
 
Aug 16, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 16, 2009 at 05:00.
 
Aug 14, 2009 Submitter: nlil
Correction On Friday afternoon 2009-08-14, a problem was discovered with the delivery of various Remedy notifications. Delivery of approximately 1,200 notifications was delayed over a period of several days. The notifications were subsequently delivered and the underlying problem was resolved.

Additional details can be found in this Sysnews post:

https://sysnews.ncsu.edu/news/4a85cafb
 
Aug 13, 2009 Submitter: nlil
Addition Campus ID (CID) lookup and display functionality has been added to the Remedy Windows client. Customers can be located by their CID and the CID is displayed whenever a customer is displayed.
 
Aug 09, 2009 Submitter: nlil
Outage (Scheduled) The Remedy system was unavailable from 9:00 AM to 10:00 AM on Sunday 2009-08-09 to complete the maintenance described in this Sysnews post:

https://sysnews.ncsu.edu/news/4a78a2d4

This completes the expansion of the Remedy database server storage which began on 2009-08-04 as described in this Sysnews post:

https://sysnews.ncsu.edu/news/4a75b78a
 
Aug 09, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 9, 2009 at 05:00.
 
Aug 03, 2009 Submitter: nlil
Archive Archived 6,137 records from the Calls form using this selection criteria:

'Create-date' <= "7/1/2007" AND 'Status' >= "Closed"
 
Aug 02, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 2, 2009 at 05:00.
 
Jul 29, 2009 Submitter: nlil
Addition A new web page has been added to the Remedy Project web site to display Product Usage information.

http://remedy.ncsu.edu/project/metrics/products.php
 
Jul 26, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 26, 2009 at 05:00.
 
Jul 20, 2009 Submitter: nlil
Addition Added additional indexes to the Calls and Archive forms.
 
Jul 19, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 19, 2009 at 05:00.
 
Jul 13, 2009 Submitter: nlil
Update The ITD_CALENDAR workgroup has been retired.
 
Jul 12, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 12, 2009 at 05:00.
 
Jul 10, 2009 Submitter: nlil
Modification Made changes to the Perl script that sends customer acknowledgments. The script is now able to make some selected substitutions in the acknowledgement text based on values from fields in the associated call.
 
Jul 09, 2009 Submitter: nlil
Addition Workflow was added so that the following three fields will now be recorded in the Call History field:

  • FirstContact
  • initial_workgroup
  • TimeToClose
 
Jul 07, 2009 Submitter: nlil
Addition The WOLFTECH_AD_POLICY workgroup was created for "Permanent record of requests/approvals of the WolfTech AD Policy Oversight group."
 
Jul 07, 2009 Submitter: nlil
Addition The WOLFTECH_AD_TECHNICAL workgroup was created for "Permanent record of requests/approvals of the WolfTech AD Tech Oversight group."
 
Jul 06, 2009 Submitter: nlil
Archive Archived 13,705 records from the Calls form using this selection criteria:

'Create-date' <= "6/1/2007" AND 'Status' >= "Closed"
 
Jul 05, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 5, 2009 at 05:00.
 
Jun 28, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 28, 2009 at 05:00.
 
Jun 21, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 21, 2009 at 05:00.
 
Jun 18, 2009 Submitter: nlil
Correction A missing qualification has been added to the filter:

Calls_759Status_Check

to correct a problem that was incorrectly updating the information in the various Status-History fields.
 
Jun 15, 2009 Submitter: nlil
Outage (Scheduled) The Remedy service was unavailable for approximately 20 minutes to allow Systems staff to install some software upgrades on the Remedy database server.

Please see Sysnews article 4a36862f

for additional details.
 
Jun 14, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 14, 2009 at 05:00.
 
Jun 12, 2009 Submitter: nlil
PHP Client The Remedy PHP API has been updated to include the ability to search and retrieve records from the Surveys and the Cust_Calls forms. See:

https://webapps.ncsu.edu/rwc/examples_php5.php

for examples and see:

https://webapps.ncsu.edu/rwc/attributes.php

for a list of the fields that are returned.
 
Jun 07, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 7, 2009 at 05:00.
 
May 31, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 31, 2009 at 05:00.
 
May 27, 2009 Submitter: nlil
Modification The script that processes inbound email was modified to notify the appropriate system administrators if the script is unable to login to the Remedy server.
 
May 26, 2009 Submitter: nlil
Modification The script that processes inbound email was modified to detect and prevent "vacation" auto-responders from causing email loops between the Remedy server and the auto-responder.
 
May 26, 2009 Submitter: nlil
Outage (Unscheduled) The Remedy system was unavailable during the following periods:

2009_05_23:

  • 12:01 PM - 4:52 PM
  • 8:02 PM - 12:05 AM

The outage was the result of the database transaction logs exceeding the allocated space which was itself caused by an email loop.

Please see Sysnews article 4a185fd5

for additional details.
 
May 24, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 24, 2009 at 05:00.
 
May 17, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 17, 2009 at 05:00.
 
May 14, 2009 Submitter: nlil
Archive Archived 46,346 records from the Calls form using this selection criteria:

'Create-date' <= "4/1/2007" AND 'Status' >= "Closed"
 
May 10, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 10, 2009 at 05:00.
 
May 03, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 3, 2009 at 05:00.
 
Apr 26, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 26, 2009 at 05:00.
 
Apr 20, 2009 Submitter: nlil
Addition Added:

   284 - Disabled account

to the list of products that do not get surveys.
 
Apr 19, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 19, 2009 at 05:00.
 
Apr 12, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 12, 2009 at 05:00.
 
Apr 05, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 5, 2009 at 05:00.
 
Mar 29, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 29, 2009 at 05:00.
 
Mar 27, 2009 Submitter: nlil
Modification The Perl script that processes inbound email for the Remedy system has been modified. The script now strips out all ASCII characters with a value > 255 and replaces them with "?"s. This change is needed to accommodate some issues with the OIT Remedy Web client, which fails to operate correctly when certain high ASCII valued characters are encountered in the Call text.
 
Mar 22, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 22, 2009 at 05:00.
 
Mar 17, 2009 Submitter: nlil
Addition A "Costs" page was added to the Metrics section of the Remedy Project web pages:

   http://remedy.ncsu.edu/project/metrics/maint.php
 
Mar 15, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 15, 2009 at 05:00.
 
Mar 08, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 8, 2009 at 05:00.
 
Mar 06, 2009 Submitter: nlil
Addition Added log entry for changes to the Password field of the User form.
 
Mar 01, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 1, 2009 at 05:00.
 
Feb 22, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 22, 2009 at 05:00.
 
Feb 15, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 15, 2009 at 05:00.
 
Feb 09, 2009 Submitter: nlil
Update The HCL workgroup has been retired and the CHASS_LABS workgroup has been created to serve as a place to put CHASS lab-related issues.
 
Feb 08, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 8, 2009 at 05:00.
 
Feb 04, 2009 Submitter: nlil
Update Made a change to the E911 information lookup procedure to make it more robust and less sensitive to irregularities in the underlying data base table. A stored procedure is now used which checks for the existence of the table and correct permissions before issuing the necessary query.
 
Feb 01, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 1, 2009 at 05:00.
 
Jan 30, 2009 Submitter: nlil
PHP Client Corrected two problems with printing from the Remedy Web client:

Added a new CSS style sheet to cause long lines to wrap so that no information is lost when printing the call information.

Corrected a bug that was causing the call number to be omitted from the output produced.
 
Jan 28, 2009 Submitter: nlil
Update The output produced by the "Workgroup Info" web page has been reformatted to provide a more aesthetically pleasing visual experience.
 
Jan 25, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 25, 2009 at 05:00.
 
Jan 18, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 18, 2009 at 05:00.
 
Jan 11, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 11, 2009 at 05:00.
 
Jan 04, 2009 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 4, 2009 at 05:00.
 
Dec 28, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 28, 2008 at 05:00.
 
Dec 21, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 21, 2008 at 05:00.
 
Dec 14, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 14, 2008 at 05:00.
 
Dec 07, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 7, 2008 at 05:00.
 
Nov 30, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 30, 2008 at 05:00.
 
Nov 23, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 23, 2008 at 05:00.
 
Nov 16, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 16, 2008 at 05:00.
 
Nov 09, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 9, 2008 at 05:00.
 
Nov 06, 2008 Submitter: nlil
Archive Archived 20,400 records from the Calls form using this selection criteria:

'Create-date' <= "10/1/2006" AND 'Status' >= "Closed"
 
Nov 02, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 2, 2008 at 05:00.
 
Oct 31, 2008 Submitter: nlil
Correction As a result of errors introduced during a recent development effort, several hundred calls had incorrect events associated with them. In most cases, these calls had lingering NCO or Dormant notifications still associated after the call was closed. In a few others, the "Send Survey Offer" event did not get created at call close. All of the errors have been identified and resolved, as of 2008-10-30 15:00. Prior to that time, some Remedy users may have received NOC or Dormant notifications for closed calls. Some survey offers may have been delayed.
 
Oct 28, 2008 Submitter: nlil
Addition Four new fields have been added to the X-Calls form:

  • First Contact
  • First Contact Seconds
  • Time To Close
  • Time To Close Seconds

These fields will record the time interval between call creation and the first entry in the call text field (First Contact) and the time interval between call creation and call closure (Time To Close).
 
Oct 28, 2008 Submitter: nlil
Modification A change was made to the Perl script which processes inbound email. The script will now properly display all "text/plain" attachments in the call text field. Previously, some encoded text attachments were being displayed as their un-decoded base64 form.
 
Oct 26, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 26, 2008 at 05:00.
 
Oct 24, 2008 Submitter: nlil
Addition Added logging of Client-Type in the call history field:
  • 0 = Remedy Web Client
  • 1 = Perl Scripts
  • 3 = Windows User Tool
 
Oct 19, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 19, 2008 at 05:00.
 
Oct 12, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 12, 2008 at 05:00.
 
Oct 05, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 5, 2008 at 05:00.
 
Sep 28, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 28, 2008 at 05:00.
 
Sep 21, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 21, 2008 at 05:00.
 
Sep 14, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 14, 2008 at 05:00.
 
Sep 08, 2008 Submitter: nlil
Solution Solution access counts and use counts were reset to zero.
 
Sep 08, 2008 Submitter: nlil
Archive Archived 6,014 records from the Calls form using this selection criteria:

'Create-date' <= "8/1/2006" AND 'Status' >= "Closed"
 
Sep 07, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 7, 2008 at 05:00.
 
Sep 05, 2008 Submitter: nlil
Outage (Unscheduled) The Remedy system became unresponsive at approximately 11:50 AM on September 5, 2008. The system was restarted and normal service was restored at 11:55 AM.

Please see Sysnews article 48c15a5f

for additional details.
 
Aug 31, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 31, 2008 at 05:00.
 
Aug 24, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 24, 2008 at 05:00.
 
Aug 17, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 17, 2008 at 05:00.
 
Aug 10, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 10, 2008 at 05:00.
 
Aug 03, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 3, 2008 at 05:00.
 
Jul 27, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 27, 2008 at 05:00.
 
Jul 20, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 20, 2008 at 05:00.
 
Jul 13, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 13, 2008 at 05:00.
 
Jul 08, 2008 Submitter: nlil
Archive Archived 30,110 records from the Calls form using this selection criteria:

'Create-date' <= "7/1/2006" AND 'Status' >= "Closed"
 
Jul 06, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 6, 2008 at 05:00.
 
Jun 29, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 29, 2008 at 05:00.
 
Jun 22, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 22, 2008 at 05:00.
 
Jun 15, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 15, 2008 at 05:00.
 
Jun 08, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 8, 2008 at 05:00.
 
Jun 01, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 1, 2008 at 05:00.
 
May 25, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 25, 2008 at 05:00.
 
May 23, 2008 Submitter: nlil
Addition The 'My Products" menu has been deployed on the Products tab of the Calls form. This is a self maintaining menu that provides the user with a customized list of the products that they use most frequently. Users can control the number of entries in the menu by adjusting the "Products Count" in their entry in the User form. Entries are automatically added to the menu as they are used and the oldest entries are removed as needed to add new entries.
 
May 18, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 18, 2008 at 05:00.
 
May 14, 2008 Submitter: nlil
Correction Two of the filters that produce the call ownership notifications from the Remedy system had an error which produced incomplete URLs for the Remedy Web client. The following filters were modified to correct this problem:

X_Calls/Calls_982Notify_New_Owner0
X_Calls/Calls_982Notify_New_Owner1
 
May 13, 2008 Submitter: nlil
Modification Made changes to the format of the Remedy Knowledgebase Search results.
 
May 13, 2008 Submitter: nlil
Modification Corrected a bug in the output produced by the Remedy Project RSS feed.
 
May 11, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 11, 2008 at 05:00.
 
May 07, 2008 Submitter: nlil
Modification The Google Custom Search used to search the NC State Help Desk knowledge base has been replaced by the older keyword search. We have not been able to achieve the desired results using the Google search. We plan to continue to learn about the Google search and may redeploy it if/when we are able to make it work as desired.
 
May 07, 2008 Submitter: nlil
Modification The format of the Remedy Customer Satisfaction survey has been modified to accomplish the following objectives.

  • Make the choices horizontal instead of vertical
  • Reverse the order of the choices so that the favorable choices are at the left end and the unfavorable are at the right
  • Introduce appropriate color cues to help the respondent make their intended selections correctly
  • Various other cosmetic changes
 
May 06, 2008 Submitter: nlil
Update Tthe following Remedy workgroup has been retired:

CVM_THIS
 
May 04, 2008 Submitter: nlil
Update The following Remey workgroup has been renamed:

Old Workgroup NameNew Workgroup Name
STUAF_PESTUAF_CARMICHAEL
 
May 04, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 4, 2008 at 05:00.
 
Apr 27, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 27, 2008 at 05:00.
 
Apr 23, 2008 Submitter: nlil
Modification Several of the filters that produce the various notification from the Remedy system had hardcoded URLs for the RemedyWeb client. To enhance ongoing maintenance of these filters, they have been modified so as to use a data-driven model instead of hard coding. The following filters were modified:

Events/Events_500PokeOwner
Events/Events_500NextContact_a
X_Calls/Calls_980Notify_Status_Change0
X_Calls/Calls_980Notify_Status_Change1
X_Calls/Calls_982Notify_New_Owner0
X_Calls/Calls_982Notify_New_Owner1
 
Apr 20, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 20, 2008 at 05:00.
 
Apr 19, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroup has been renamed:

Old Workgroup NameNew Workgroup Name
ITD_WOLFPRINTOIT_WOLFPRINT
 
Apr 13, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 13, 2008 at 05:00.
 
Apr 13, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been renamed:

Old Workgroup NameNew Workgroup Name
ETSS_CSOIT_CLIENT_SERVICES
ETSS_CS_DEVOIT_CLIENT_SERVICES_DEV
ETSS_DESOIT_ISO_CNS
ETSS_HSSOIT_HS
ETSS_RDOIT_ERP_RD
ETSS_SCOIT_SOLUTIONS_CENTER
IPTVOIT_IPTV
ITD_DATABASEOIT_MYSQL
ITD_EMAILOIT_ITD_EMAIL
ITD_MEDIAOIT_MEDIA
ITD_SMSOIT_SMS
NSS_EMAILOIT_CT_EMAIL
TELEOIT_TELE
 
Apr 11, 2008 Submitter: nlil
Addition Added a small "?" button to the Calls form, near the Workgroup field. With all of the renaming of workgroups as a result of the ongoing reorganization and consolidation of the OIT, some help desk staff requested a mechanism to determine the purpose of a particular workgroup. Pressing the "?" button will display the "Workgroup Description" field of the selected workgroup.
 
Apr 09, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been retired:

ITD_APPSDEV
ETSS_ISS


Calls previously residing in the ITD_APPSDEV workgroup can now be found in the OIT_TIER2 workgroup.
 
Apr 06, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 6, 2008 at 05:00.
 
Apr 02, 2008 Submitter: nlil
Archive Archived 8,281 records from the Calls form using this selection criteria:

'Create-date' <= "3/1/2006" AND 'Status' >= "Closed"
 
Mar 30, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 30, 2008 at 05:00.
 
Mar 25, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroup has been retired:

ITD_DIR_SVCS


Calls previously residing in the ITD_DIR_SVCS workgroup can now be found in the OIT_UNIX workgroup.
 
Mar 25, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroup has been retired:

ITTC


Calls previously residing in the ITTC workgroup can now be found in the OIT_LABS workgroup.
 
Mar 23, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 23, 2008 at 05:00.
 
Mar 17, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroup has been retired:

FIS_BUDGET
 
Mar 17, 2008 Submitter: nlil
Archive 522 records were retrieved from the Archive form using this selection criteria:

'Create-date' >= "8/17/2005" AND 'WorkgroupCall' = 1167 (IES)
 
Mar 16, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 16, 2008 at 05:00.
 
Mar 13, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroup has been retired:

HR_POLICY
 
Mar 12, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been renamed:

Old Workgroup NameNew Workgroup Name
ETSS_SECURITYOIT_IAM
ITD_ACCTSOIT_IAM
ITD_BSSOIT_BUS
ITD_CLASSTECHOIT_CLASSTECH
ITD_EDUCATIONOIT_EDUCATION
ITD_HARDWAREOIT_LABS
ITD_PUBSOIT_PUBS
POLICYOIT_CONFIDENTIAL
RESNETOIT_RESNET
SASOIT_SAS
SECURITYOIT_SECURITY
 
Mar 12, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been retired:

FIS_ACCTG
FIS_CASHIER
FIS_C&G
FIS_REALL
FNB_FAI
PSFIN_TRAIN_HELP
 
Mar 11, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been renamed:

Old Workgroup NameNew Workgroup Name
EADS_ADETOIT_ADET
EADS_ADET_ADVANCEOIT_ADVANCEMENT_SYSTEMS
EADS_HOUSINGOIT_HOUSING_SYSTEMS
ETSS_ESIOIT_ESI
ETSS_PMOIT_EPS
PSFINOIT_FINANCIAL_SYSTEMS
PSHROIT_HR_SYSTEMS
PSHR_CATOIT_HR_CAT
PSHR_HOLDOIT_HR_HOLD
PSSISOIT_STUDENT_ADMIN_SYSTEMS
 
Mar 10, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been renamed:

Old Workgroup NameNew Workgroup Name
ETSS_DES_CITRIXOIT_CITRIX
HPCOIT_HPC
ITD_LISTMANOIT_LISTMAN
ITD_UNIXOIT_UNIX
ITD_WWWOIT_WEB_SERVICES
MICROSYSOIT_MICROSYS
 
Mar 09, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 9, 2008 at 05:00.
 
Mar 07, 2008 Submitter: nlil
Update As part of the ongoing Office Of Information Technology consolidation and reorganization, the following Remedy workgroups have been retired:

ETSS_DIR
ETSS_EXPO
FYC_CLASSROOM
FYC_WEB
ITD_HELP
MAC
 
Mar 07, 2008 Submitter: nlil
Archive Archived 10,282 records from the Calls form using this selection criteria:

'Create-date' <= "2/1/2006" AND 'Status' >= "Closed"
 
Mar 02, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 2, 2008 at 05:00.
 
Feb 27, 2008 Submitter: nlil
Correction The RemedyWeb client failed to deliver email between the hours of 2:00 PM and 5:45 PM on Wednesday, February 27, 2008.

Please see Sysnews article 47c5b191

for additional details
 
Feb 24, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 24, 2008 at 05:00.
 
Feb 17, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 17, 2008 at 05:00.
 
Feb 14, 2008 Submitter: nlil
Modification Modified the customer satisfaction surveys such that:

  • The words were re-ordered so that "Strongly Agree" changed to "Agree Strongly".
  • The choices were re-ordered so that "Agree Strongly" is presented first and "Disagree Strongly" is presented last.

These changes were made in an effort to help customers choose the responses that they actually intended to choose.
 
Feb 11, 2008 Submitter: nlil
Modification Generalized the mechanism for specifying a private workgroup. Added a field to the Group form to indicate this condition. Existing workflow was modified to utilize this new field instead of a hard-coded list.
 
Feb 10, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 10, 2008 at 05:00.
 
Feb 07, 2008 Submitter: nlil
Addition The "Next Contact Time" notification has been enhanced to include the additional Remedy-specific headers mentioned in a previous entry.
 
Feb 06, 2008 Submitter: nlil
Modification The script which produces the customer satisfaction surveys was modified such that the 'Email To' field is used as the default email address in the generated form instead of the 'Sender Email' field.
 
Feb 04, 2008 Submitter: nlil
Archive Archived 12,416 records from the Calls form using this selection criteria:

'Create-date' <= "1/1/2006" AND 'Status' >= "Closed"
 
Feb 03, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 3, 2008 at 05:00.
 
Feb 02, 2008 Submitter: nlil
Modification Student Affairs has requested the following reorganization of their workgroups.

Old Workgroup NameNew Workgroup Name
DSP_STUDHEALTHSTUAF_HEALTH
PESTUAF_PE
STUDENT_CNTRSTUAF_TALLEY
 
Feb 01, 2008 Submitter: nlil
Addition Added additional information to the X-Sender: and X-Mailer headers that are included in a variety of Remedy norifications. The additional information includes information about the Priority of the subject call. A typical header now looks like this:

   X-Sender: Script=send_notify - PID=7320 - Group=REMEDY - Type=Dormant - Priority=Medium

This additional information can be used when filtering or sorting incoming email.
 
Jan 27, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 27, 2008 at 05:00.
 
Jan 23, 2008 Submitter: nlil
Addition Additional headers were added to the "You are now the owner of this call" notification:

   X-Sender: Prog=arserver - Group=WORKGROUP - Type=Ownership
   X-Mailer: Prog=arserver - Group=WORKGROUP - Type=Ownership

And to the "Call has become active" notification:

   X-Sender: Prog=arserver - Group=WORKGROUP - Type=Active
   X-Mailer: Prog=arserver - Group=WORKGROUP - Type=Active
 
Jan 20, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 20, 2008 at 05:00.
 
Jan 16, 2008 Submitter: nlil
Modification DELTA workgroup cleanup: Renamed the DELTA_DEV workgroup to DELTA_APPS. Retired the DELTA_LTS and the DELTA_WEBCT workgroups.
 
Jan 16, 2008 Submitter: nlil
Modification Buttons were added to the Quick Calls tab in the Remedy Windows client to control the display of available QuickCalls. The "Show My Quick Calls" button displays QCs associated with workgroups of which the user is a member. The "Show All Quick Calls" button displays all of the available QCs, regardless of workgroup association.
 
Jan 16, 2008 Submitter: nlil
Update Workgroup changes were made to implement the consolidated OIT help desk.
 
Jan 13, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 13, 2008 at 05:00.
 
Jan 06, 2008 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 6, 2008 at 05:00.
 
Jan 02, 2008 Submitter: nlil
Archive Archived 7,330 records from the Calls form using this selection criteria:

'Create-date' <= "11/1/2005" AND 'Status' >= "Closed"
 
Dec 30, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 30, 2007 at 05:00.
 
Dec 23, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 23, 2007 at 05:00.
 
Dec 18, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy system became unresponsive at approximately 5:00 PM on December 18, 2007. The system was restarted and normal service was restored at 5:05 PM.

Please see Sysnews article 4768440d

for additional details
 
Dec 16, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 16, 2007 at 05:00.
 
Dec 09, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 9, 2007 at 05:00.
 
Dec 03, 2007 Submitter: nlil
Archive Archived 8,528 records from the Calls form using this selection criteria:

'Create-date' <= "10/1/2005" AND 'Status' >= "Closed"
 
Dec 02, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 2, 2007 at 05:00.
 
Nov 25, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 25, 2007 at 05:00.
 
Nov 18, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 18, 2007 at 05:00.
 
Nov 11, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 11, 2007 at 05:00.
 
Nov 04, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 4, 2007 at 05:00.
 
Nov 03, 2007 Submitter: nlil
Modification The RMIS_RD workgroup was renamed to OIT_OR.
 
Nov 01, 2007 Submitter: nlil
Archive Archived 12,916 records from the Calls form using this selection criteria:

'Create-date' <= "9/1/2005" AND 'Status' >= "Closed"
 
Oct 28, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 28, 2007 at 05:00.
 
Oct 21, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 21, 2007 at 05:00.
 
Oct 14, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 14, 2007 at 05:00.
 
Oct 07, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 7, 2007 at 05:00.
 
Oct 06, 2007 Submitter: nlil
Modification Engineering has requested the following reorganization of their workgroups.

Old Workgroup NameNew Workgroup Name
BAEENGR_BAE
BIOMED_ENGRENGR_BME
COE_ORARetired
CSCENGR_CSC
ECE_ADVISINGENGR_ECE_ADVISING
ECE_CADENCEENGR_ECE_CADENCE
ECE_WEBENGR_ECE_WEB
ECEENGR_ECE
ENGR_ITECS_MISCNew
EOL_LECRetired
EOL_MEDIARetired
EOLRetired
EOSHARDENGR_EOSLABS
ITECS ENGR_ITECS
ITECS_ADMENGR_ITECS_ADMIN
ITECS_APPSRetired
ITECS_CEENGR_CCEE
ITECS_IEENGR_ISE
ITECS_MAE Retired
ITECS_MSEENGR_MSE
ITECS_NEENGR_NE
ITECS_SOCENGR_ITECS_SOC
ITECS_SOFTENGR_ITECS_LICENSING
ITECS_SYSENGR_ITECS_SYSTEMS
ITECS_VCLVCL
ITECS_WEBENGR_ITECS_WEB
 
Oct 02, 2007 Submitter: nlil
Modification Changes were made to the bounce processing script that receives inbound email addressed to "root" on the Remedy server.

When processing a bounced customer acknowledgment, that call Text and History fields are updated, the call Status is set to Active and the text "Possbile spam" is added to the call's Action field.

When processing a bounced survey offer, the call Text and History fields are updated, but the status is not altered.

In all other cases, the call Text and History fields are updated and the call Status is set to Active.
 
Oct 01, 2007 Submitter: nlil
Archive Archived 12,496 records from the Calls form using this selection criteria:

'Create-date' <= "8/1/2005" AND 'Status' >= "Closed"
 
Sep 30, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 30, 2007 at 05:00.
 
Sep 28, 2007 Submitter: nlil
Modification The ITECS_APPS workgroup has been renamed to the ENGR_ITECS_WEB workgroup. The ITECS_WEB workgroup has been retired. Previously existing calls in the ITECS_WEB workgroup were moved to the ENGR_ITECS_WEB workgroup.
 
Sep 26, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy system became unresponsive at approximately 4:30 PM on September 26, 2007. The system was restarted and normal service was restored at 4:40 PM.
 
Sep 23, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy system experienced intermittent difficulty processing inbound email from 7:20 PM on Saturday, September 22 until 10:58 AM on Sunday, September 23.

Please see Sysnews article 46f68d04

for additional details.
 
Sep 23, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 23, 2007 at 05:00.
 
Sep 16, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 16, 2007 at 05:00.
 
Sep 09, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 9, 2007 at 05:00.
 
Sep 04, 2007 Submitter: nlil
Archive Archived 7,794 records from the Calls form using this selection criteria:

'Create-date' <= "7/1/2005" AND 'Status' >= "Closed"
 
Sep 02, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 2, 2007 at 05:00.
 
Aug 29, 2007 Submitter: nlil
Modification The WEBFORUM workgroup was retired.
 
Aug 26, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 26, 2007 at 05:00.
 
Aug 22, 2007 Submitter: nlil
Addition Version 7.0.1 of the Remedy (BMC) web interface (Remedy Mid-tier) product has been installed for testing and evaluation. Comments and feedback are welcome.

http://itdapps5.ncsu.edu:8080/
 
Aug 19, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 19, 2007 at 05:00.
 
Aug 16, 2007 Submitter: nlil
Modification A change has been made to the workflow used to create QuickCalls. Prior to this change, the creation of a QuickCall included a "Note" level message to the Remedy user informing them of the call number of the newly created call. Acknowledgment of this message was required before proceeding.

Help desk staff have indicated that this message is unneeded and requested that it be suppressed. This change suppresses the additional message.

Note that this message was only displayed when using the version 7 Remedy client for Windows. This change does not effect the previous versions of the Windows client or the Remedy web client.
 
Aug 16, 2007 Submitter: nlil
Modification Announcing a change in the Remedy customer data.

ITD was informed yesterday that we would not be receiving any email address information for students other than their Unity email address. Previously, we had been receiving their "preferred" email address, as specified through the Reg&Rec interface. Having that preferred email address has enabled us to associate incoming email with the customer, even if the email came from their non-Unity email address.

Now that we no longer have that information, we will be unable to make the association based on their preferred email address.

However, we are taking steps to gain access to the email forwarding data. This is the address that folks will have specified if they have requested to have their campus email forwarded to another address. This is not quite the same as what we had before, but I believe that it is the best that we will be able to do.

It will take a day or two to get the data flowing and the kinks out. While we do, you may see a number of calls from students that are not correctly associated in Remedy.
 
Aug 12, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 12, 2007 at 05:00.
 
Aug 09, 2007 Submitter: nlil
Modification The modification of July 30, 2007 to prohibit creation of new calls using the "New" menu has been redesigned such that using the "New" menu is now acceptable and produces correct results. The "Copy To New" menu item is still disabled.
 
Aug 05, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 5, 2007 at 05:00.
 
Aug 01, 2007 Submitter: nlil
Modification A modification has been made to the script which sends customer acknowledgments. The script will no longer send the acknowledgment if the status of the call is "Closed" or "Solved". An entry in the call History field will document that the acknowledgment was canceled.
 
Aug 01, 2007 Submitter: nlil
Archive Archived 7,149 records from the Calls form using this selection criteria:

'Create-date' <= "6/1/2005" AND 'Status' >= "Closed"
 
Jul 30, 2007 Submitter: nlil
Modification Additional checks have been added to the main Calls form to prevent the creation of new calls using the "New" or "Copy To New" menu items.

Creating calls in this fashion circumvents some basic workflow and usually results in notification be created incorrectly or other unexpected results.

Use the "New" button on the Calls form to create a new call.
 
Jul 29, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 29, 2007 at 05:00.
 
Jul 29, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy system was unavailable from 12:45 Am to 1:45 Am on Sunday, July 29 to accomplish an update to the Remedy customer data.

Please see Sysnews article 46aa6445

for additional details.
 
Jul 22, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 22, 2007 at 05:00.
 
Jul 15, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 15, 2007 at 05:00.
 
Jul 08, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 8, 2007 at 05:00.
 
Jul 06, 2007 Submitter: nlil
Modification A modification was made to one of the Perl scripts responsible for processing email inbound to the Remedy system. The script now recognizes most "out of the office" auto-generated email messages and will write these email messages out for review by the Remedy administrators.

This change is intended to prevent the creation of unnecessary calls resulting from mass mailings that utilize a From: address which resolves to a Remedy workgroup.
 
Jul 02, 2007 Submitter: nlil
Archive Archived 7,430 records from the Calls form using this selection criteria:

'Create-date' <= "5/1/2005" AND 'Status' >= "Closed"
 
Jul 01, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 1, 2007 at 05:00.
 
Jun 27, 2007 Submitter: nlil
Modification Modified the logic to the Perl script responsible for sending various types of notifications. Script now checks for the existence of the parent escalation record. If the parent is implied, but not present, the event is deleted and the script exits. This condition occurs when an escalation record is removed and child events of the parent escalation still exist.

This will result in the automatic cleanup of old events associated with escalations that have been removed.
 
Jun 24, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 24, 2007 at 05:00.
 
Jun 22, 2007 Submitter: nlil
Outage (Unscheduled) Due to unexpected consequences of migrating from one load-balancing system to another, the Remedy service became unstable at 11:15 AM on June 22, 2007. Information Technology Division systems staff were able to correct the configuration and return the service to full production status at 12:15 PM on June 22, 2007.

See Sysnews article 467be8fc for additional information.
 
Jun 21, 2007 Submitter: nlil
Modification The formatting of the customer satisfaction survey notifications was changed to accommodate the new questions and responses.
 
Jun 20, 2007 Submitter: nlil
Modification At the request of the Remedy Advisory committee, the rating scale used on the Remedy customer satisfaction surveys has been changed. A five-point Likert scale replaced the old (somewhat ambigious) scale. This change necessitated some minor changes to the existing survey questions. Essentially, the questions became statements to match the new rating scale.
 
Jun 17, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 17, 2007 at 05:00.
 
Jun 10, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 10, 2007 at 05:00.
 
Jun 08, 2007 Submitter: nlil
Modification A modification was made to one of the Perl scripts responsible for processing email inbound to the Remedy system. This particular script processes email addressed to the "root" user. Usually, email addressed to root is sent from remote email systems to inform us that there was a problem delivering email that originated from the Remedy server.

One of the tasks performed by this script is to check to see if the incoming email is in reference to an existing Remedy call. If so, the usual behavior is to change the Status of the call to Active and to append the headers from the incoming email to the History field of the existing call. The change modifies this behavior. If the script can detect that the delivery failure was regarding a Remedy acknowledgment or a Remedy survey offer, the script will take an additional action. The script will now insert the text "Possible Spam" into the action field of the referenced Remedy call. Quite frequently, when a Remedy acknowledgment or survey offer fails, it is because the target address is invalid. This is frequently the case with Spam messages.

This change is intended to help workgroup members easily identify Spam messages so that the messages can be moved to the TRASH workgroup for disposal.
 
Jun 08, 2007 Submitter: nlil
Update On Friday June 8, 2007 at 5:38 PM, Remedy logged its one millionth call!
 
Jun 03, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 3, 2007 at 05:00.
 
Jun 01, 2007 Submitter: nlil
Archive Archived 8,842 records from the Calls form using this selection criteria:

'Create-date' <= "4/1/2005" AND 'Status' >= "Closed"
 
May 27, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 27, 2007 at 05:00.
 
May 23, 2007 Submitter: nlil
Modification Modified the SQL stored procedure used when searching for solutions using the Windows client. The change will cause the set of returned solutions to be sorted by the number of keywords matched by each of the solutions. Previous to this change, the results were sorted by "Last Used" date.
 
May 20, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 20, 2007 at 05:00.
 
May 14, 2007 Submitter: nlil
Modification A modification was made to the workflow that is responsible for creating and re-creating NoCallOwner and Dormant notifications. The change causes the notifications to be recreated when the prioriy of a call changes. Changess in the priority of a call can affect which notifications get created, so changes in priority should trigger the recreation of these notices.
 
May 13, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 13, 2007 at 05:00.
 
May 07, 2007 Submitter: nlil
Modification A modification was made to the Perl script used to process inbound email into the Remedy system. The modification facilitates the processing of certain deferred email messages which require manual intervention on the part of the Remedy system administrators.
 
May 06, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 6, 2007 at 05:00.
 
May 04, 2007 Submitter: nlil
Modification A change has been made to the workflow associated with the Attachments tab of the Calls form. A "Display" button was added to cause the selected attachment to be displayed, rather than have the attachment automatically displayed when it is selected from the list.

As before, if the attachment is of a file type that the Remedy client is unable to display natively or is unable to determine the correct application to invoke to display the attachment, the system will offer to save the attachment to your local disk.
 
May 04, 2007 Submitter: nlil
Modification A change has been made to the workflow on the Calls form. It is now possible to search for a call by supplying the call number in the "Call ID" field on the Main tab and pressing the Search button. Previously, this sequence of events would produce an error message complaining about initiating an "Unqualified Search". Pressing RETURN to initiate the search continues to work as well.
 
May 02, 2007 Submitter: nlil
Correction An error in a configuration file on the Remedy server resulted in a delay in the delivery of about 75 inbound email messages across various workgroups.

The error has been corrected and all of the pending messages have been delivered.
 
May 01, 2007 Submitter: nlil
Archive Archived 9,018 records from the Calls form using this selection criteria:

'Create-date' <= "3/1/2005" AND 'Status' >= "Closed"
 
Apr 29, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 29, 2007 at 05:00.
 
Apr 22, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 22, 2007 at 05:00.
 
Apr 18, 2007 Submitter: nlil
Modification The logic used when searching for customers in Remedy has been modified. When searching in the Calls form by email address, partial matches will now be returned in the result set. Previously, only exact matches on email addresses were returned.
 
Apr 15, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 15, 2007 at 05:00.
 
Apr 08, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 8, 2007 at 05:00.
 
Apr 06, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy service became unresponsive at approximately 10:45 AM on April 6, 2007. The Remedy server process was restarted and service returned to normal at 11:00 AM.
 
Apr 04, 2007 Submitter: nlil
Correction Corrected an error in the Perl script which processes inbound email. The error was causing the Cc: header to be ignored.
 
Apr 02, 2007 Submitter: nlil
Archive Archived 9,795 records from the Calls form using this selection criteria:

'Create-date' <= "2/1/2005" AND 'Status' >= "Closed"
 
Apr 01, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 1, 2007 at 05:00.
 
Mar 25, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 25, 2007 at 05:00.
 
Mar 24, 2007 Submitter: nlil
Addition Added a menu to display workgroup names in the web form used to create a new remedy solution:

   http://remedy.ncsu.edu/project/services/solution.php

This will facilitate the specification of the workgroup that is to be associated with the new solution and will improve the robustness of the process. Previously, incorrect specification of the workgroup name caused errors in the creationn of the new solution.
 
Mar 20, 2007 Submitter: nlil
Modification The Remedy Sybase server was reconfigured from 5,000 locks to 6,000 locks. Occasionally, the database server had complained about running of locks.
 
Mar 20, 2007 Submitter: nlil
Correction Corrected a problem with the Remedy Project web page used to submit new Remedy solutions. Scripts were failing if single quote marks were included in some of the fields.
 
Mar 18, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 18, 2007 at 05:00.
 
Mar 14, 2007 Submitter: nlil
Update Many of the Information Technology Division workgroups were renamed to adhere to a more consistent naming convention. See

SysNews Post 45e6f614

for additional details.
 
Mar 11, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 11, 2007 at 05:00.
 
Mar 04, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 4, 2007 at 05:00.
 
Mar 01, 2007 Submitter: nlil
Archive Archived 6,580 records from the Calls form using this selection criteria:

'Create-date' <= "1/1/2005" AND 'Status' >= "Closed"
 
Mar 01, 2007 Submitter: nlil
Update Patches were applied to the operating systems of the two Unix servers which provide application and database services for the Remedy services. See

SysNews Post 45e458de

for additional details.
 
Feb 27, 2007 Submitter: nlil
Update The JAVA Runtime Environment on the Remedy Unix server was upgraded to version 1.4.2_12 to ensure compatability with the new Daylight Saving Time regulations.
 
Feb 25, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 25, 2007 at 05:00.
 
Feb 19, 2007 Submitter: nlil
Outage (Unscheduled) The Remedy Unix server became unresponsive to console login sometime after 3:15 AM on February 19, 2007. The server was restarted at 7:18 AM. Full functionality was restored at 7:24 AM. Some inbound email processing was delayed. The cause of the failure is unknown at this time.
 
Feb 18, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 18, 2007 at 05:00.
 
Feb 11, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 11, 2007 at 05:00.
 
Feb 11, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 4, 2007 at 05:00.
 
Feb 01, 2007 Submitter: nlil
Archive Archived 6,929 records from the Calls form using this selection criteria:

'Create-date' <= "12/1/2004" AND 'Status' >= "Closed"
 
Jan 28, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 28, 2007 at 05:00.
 
Jan 21, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 21, 2007 at 05:00.
 
Jan 14, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 14, 2007 at 05:00.
 
Jan 11, 2007 Submitter: nlil
Correction The reload of the Remedy customer data from last night contained incorrect data. The customer data was reloaded from a backup which contained the correct information.
 
Jan 07, 2007 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 7, 2007 at 05:00.
 
Jan 02, 2007 Submitter: nlil
Update The IES_MKTG workgroup has been retired.
 
Dec 31, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 31, 2006 at 05:00.
 
Dec 24, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 24, 2006 at 05:00.
 
Dec 22, 2006 Submitter: nlil
Modification Made a modification to the Perl script which processes email inbound to the Remedy system. The script now allows for an "exceptions List" when attempting whether or not to flag a particular message for manual processing.
 
Dec 20, 2006 Submitter: nlil
Addition The ECE_ADVISING workgroup has been created.
 
Dec 20, 2006 Submitter: nlil
Update At 10:00 on 12/20/2006, the password associated with the Remedy login name of "script" was changed as a routine security measure. This login is used by Perl and PHP scripts, including the Remedy Web Client. All of the folks who maintain applications that use this login name have been notified. There may be a momentary interruption of service for RWC users as the files are updated at 10:00.
 
Dec 17, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 17, 2006 at 05:00.
 
Dec 10, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 10, 2006 at 05:00.
 
Dec 05, 2006 Submitter: nlil
Modification The Products menu has been updated to include products requested by the ECE Wolftech group.
 
Dec 04, 2006 Submitter: nlil
Modification For workgroups that require products, enforcement is now at call-Close (or Solved) instead of at workgroup entry.
 
Dec 03, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 3, 2006 at 05:00.
 
Dec 01, 2006 Submitter: nlil
Archive Archived 7,429 records from the Calls form using this selection criteria:

'Create-date' <= "11/1/2004" AND 'Status' >= "Closed"
 
Nov 29, 2006 Submitter: nlil
Modification The DELTA_FACDEV workgroup was added to the list of workgroups that require a product to be associated with each call.
 
Nov 29, 2006 Submitter: nlil
Modification Product menu updates:

The WebCT product has been removed. The WebCT Vista product has been renamed to Vista. The Media product has been restored to the Products menu.
 
Nov 28, 2006 Submitter: nlil
Correction The RSS feed from the Remedy Project web page has been broken since the data was moved to the new databsae server on Nov 21, 2006. This problem has been corrected.
 
Nov 28, 2006 Submitter: nlil
Modification The NCS_LANTECH workgroup has been retired.
 
Nov 27, 2006 Submitter: nlil
Addition Added support for outbound email attachments.
 
Nov 26, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 26, 2006 at 05:00.
 
Nov 21, 2006 Submitter: nlil
Modification The MySQL database associated with the Remedy Web client and the Remedy project web site was moved to a new database server. The Remedy Web client was unavailable for approximately 10 minutes. See

    SysNews Post 45631277

for additional details.
 
Nov 19, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 19, 2006 at 05:00.
 
Nov 16, 2006 Submitter: nlil
Addition Version 7.1 of the Remedy (BMC) web interface (Remedy Mid-tier) product has been installed for testing and evaluation. This version seems to work better with Firefox than the 6.3 version. Comments and feedback are welcome.

   http://uni01ml.unity.ncsu.edu:8080/

This implementation is running on a dual processor (each 2.8 Ghz.) Sun V65X. So performance-wise, this is probably about as good as it gets.
 
Nov 14, 2006 Submitter: nlil
Addition Version 6.3 of the Remedy (BMC) web interface (Remedy Mid-tier) product has been installed for testing and evaluation. It seems to work best with IE, sorta works with Mozilla, not so good with Firefox and fails with Opera. Your mileage may vary. Comments and feedback are welcome.

   http://uni01ml.unity.ncsu.edu:8080/

This implementation is running on a dual processor (each 2.8 Ghz.) Sun V65X. So performance-wise, this is probably about as good as it gets.
 
Nov 12, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 12, 2006 at 05:00.
 
Nov 08, 2006 Submitter: nlil
Modification The PSPERFORM workgroup has been retired.
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to delete a WolfBlog (ID=3304)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Wolfblogs Frequently Asked Questions (FAQs) (ID=3303)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Adding entries to WolfBlogs (ID=3301)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to post comments to other people's WolfBlogs (ID=3300)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to upload images into WolfBlogs (ID=3299)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Access restrictions for Wolfblogs (ID=3298)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to add links to the "Links" section in Wolfblogs (ID=3297)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I get my own Podcast? (ID=3296)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to import you Brickyard Oracle Calendar into Google Calendar (ID=3294)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I Export my Brickyard Oracle Calendar? (ID=3293)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to cold reset a WolfCopy HP printer (without GO button) (ID=3292)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to cold reset a WolfCopy HP printer (with GO button) (ID=3291)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Troubleshooting problems with Wolfcopy HP printers (ID=3290)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to get a copy of the materials used for the ITD Student Technology Education workshops (ID=3289)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Information about ITD Student Technology Education workshops waiting lists (ID=3288)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to view a list of the ITD Student Technology Education workshops in which you are enrolled (ID=3287)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to change the email address associated with your Student Technology Education Registration (ID=3286)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to suggest a topic for an ITD Student Technology Education workshop (ID=3285)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to request customized Student Education training (ID=3284)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Prerequisites for the ITD Education workshops (ID=3283)
 
Nov 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to get handouts for the ITD Education workshops (ID=3282)
 
Nov 05, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 5, 2006 at 05:00.
 
Nov 03, 2006 Submitter: nlil
Addition The ITD_APPSDEV workgroup has been established to provide a home for issues related to applications developed and or maintained by the ITD applications development group.
 
Nov 01, 2006 Submitter: nlil
Correction The reload of the Remedy customer data from last night contained incorrect data. The customer data was reloaded from a backup which contained the correct information.
 
Nov 01, 2006 Submitter: nlil
Archive Archived 8,483 records from the Calls form using this selection criteria:

'Create-date' <= "10/1/2004" AND 'Status' >= "Closed"
 
Oct 29, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 29, 2006 at 05:00.
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

Information about ITD Education workshop waiting lists (ID=3281)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

Walk-ins are not accepted at ITD Education workshops (ID=3280)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

How to see which ITD Education workshops I am in enrolled in (ID=3279)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

How to suggest an ITD Education workshop topic (ID=3278)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

Information about custom training from the ITD Education department (ID=3277)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

What to do if none of the scheduled Student Technology Education workshops fit your schedule (ID=3276)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

Information about the calendar view in the Student Technology Education registration system (ID=3275)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

How to canel registration of a Student Technology Education class (ID=3274)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

How to sign up for Student Technology Education classes (ID=3273)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

Help for remembering your username for Student Technology Education registration system (ID=3272)
 
Oct 27, 2006 Submitter: nlil
Solution The following new solution has been created:

How to find your password for the Student Technology Education registration system (ID=3271)
 
Oct 27, 2006 Submitter: nlil
Modification An additional modification was made to the workflow referenced in the 10/21/2006 posting regarding call Status values related to "Solved" calls.
 
Oct 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Directions to Student Technology Education workshops (ID=3270)
 
Oct 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Instructions on canceling an ITD Education class (ID=3269)
 
Oct 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I sync Palm devices with Oracle Calendar using Macintosh OS X? (ID=3268)
 
Oct 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How to log into Timtrade and change your ITD Education personal settings (ID=3267)
 
Oct 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Scheduling options for ITD Education classes (ID=3266)
 
Oct 22, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 22, 2006 at 05:00.
 
Oct 21, 2006 Submitter: nlil
Modification A modification was made to the workflow that sets the Status of a call to "Solved" if the user is updating a call with a Status of "Closed" and the call has a solution associated with it. Previously, the call Status would be set to Solved unless the current status was "Active" or Waiting". Now, the status is not altered unless it is "Closed".
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

How does the calendar view in the ITD Education registration system work? (ID=3265)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I register for a class offered by the ITD Education Department? (ID=3264)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

Help remembering username for ITD Education registration system. (ID=3263)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

Help resetting ITD Education Registration website password. (ID=3262)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

Where should I park while attending workshops in the Avent Ferry Training Facility? (ID=3261)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

Where are the ITD Education Workshops held? (ID=3260)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I replace a preloaded whiteboard file in Elluminate? (ID=3259)
 
Oct 20, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I install X11 on OS 10.4? (ID=3258)
 
Oct 20, 2006 Submitter: nlil
Modification Modifications have been made to the Perl script used to send outbound email when using the Remedy Windows client. This change includes support for outbound attachments. User interface changes will be made soon to expose this new functionality.
 
Oct 18, 2006 Submitter: nlil
Addition Remedy Windows client now available via VCL

If you do not have access to a MS Windows computer and need to utilize the Remedy Windows client, you may now do so using the Virtual Computing Lab (VCL) facility:

http://vcl.ncsu.edu/

Choose the "Make a VCL Reservation" link and then select the "Remedy client 5.1.2 (WinXP)" image. If this image is not one of the choices available to you, please contact Remedy@ncsu.edu.
 
Oct 15, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 15, 2006 at 05:00.
 
Oct 08, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 8, 2006 at 05:00.
 
Oct 03, 2006 Submitter: nlil
Archive Archived 12,496 records from the Calls form using this selection criteria:

'Create-date' <= "9/1/2004" AND 'Status' >= "Closed"
 
Oct 01, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 1, 2006 at 05:00.
 
Sep 26, 2006 Submitter: nlil
Solution The following new solution has been created:

Attachments sent using Thunderbird are unreadable. (ID=3257)
 
Sep 24, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 24, 2006 at 05:00.
 
Sep 21, 2006 Submitter: nlil
Solution The following new solution has been created:

No designate rights in Oracle Calendar group view. (ID=3256)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

How can I use Elluminate for student project workgroups? (ID=3255)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

Is there a way to replace a preloaded whiteboard file? (ID=3254)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

Do you have an icon I can use for my link to pages about Elluminate? (ID=3253)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

What are the system requirements for using Elluminate? (ID=3252)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

How should students prepare for an Elluminate session? (ID=3251)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

What are some good instructions for students to join my Elluminate sessions? (ID=3250)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I find out the address for recorded Elluminate sessions? (ID=3249)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

What is the best way to get students the link for an Elluminate session? (ID=3248)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I get my Elluminate password sent to me? (ID=3247)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

What is the address for the Elluminate server? (ID=3246)
 
Sep 18, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I reset my Oracle Calendar password? (ID=3245)
 
Sep 17, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 17, 2006 at 05:00.
 
Sep 14, 2006 Submitter: nlil
Modification The ACS workgroup has been renamed to the ETSS_SOLUTIONS_CENTER workgroup.

The NCS workgroup has been renamed to the ETSS_CLIENT_SERVICES workgroup.
 
Sep 14, 2006 Submitter: nlil
Modification The Perl program responsible for processing inbound email messages has been modified to make it more resistant to failures caused by malformed email messages. Specifically, the script will truncate the Cc: header if it exceeds 255 characters in length and will truncate the Subject: header if it exceeds 128 characters in length. These alterations to the headers will be noted in the history of the call.
 
Sep 13, 2006 Submitter: nlil
Solution The following new solution has been created:

Symantec AntiVirus service fails to run and/or the virus definitions are more than a week old. (ID=3243)
 
Sep 13, 2006 Submitter: nlil
Solution The following new solution has been created:

WolfBlogs users get errors when registering or logging in. (ID=3242)
 
Sep 13, 2006 Submitter: nlil
Solution The following new solution has been created:

Macintosh Safari WolfBlogs users are unable to enter text when creating a post. (ID=3241)
 
Sep 12, 2006 Submitter: nlil
Correction On or about September 3, 2006, an error was introduced into the Perl program that sends the email message to customers offering them the opportunity to complete a satisfaction survey. This error prevented the creation of the email message to the customer. Thus, no surveys offers have been sent to customers during this time interval. The problem has been corrected and survey offers are being sent to customers.

If you would like to force a survey offer to a customer for a call that was closed during this interval, you can do so using the "Send A Survey Offer" menu item in the "Utils --> Events..." menu in the Remedy Windows client.
 
Sep 10, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 10, 2006 at 05:00.
 
Sep 08, 2006 Submitter: nlil
Modification Extensive changes were made to the DCS and the Classroom --> Facilities Product menus.
 
Sep 03, 2006 Submitter: nlil
Modification The Perl program responsible for processing inbound email messages has been modified to make it more resistant to failures caused by malformed email messages.
 
Sep 03, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 3, 2006 at 05:00.
 
Sep 01, 2006 Submitter: nlil
Archive Archived 7,269 records from the Calls form using this selection criteria:

'Create-date' <= "8/1/2004" AND 'Status' >= "Closed"
 
Aug 28, 2006 Submitter: nlil
Modification It appears that demand for Remedy Floating licenses exceeded supply between 2:00 PM and 2:40 PM today. Steps were taken to reallocate license types based on current usage patterns. The license shortage appears to be alleviated for the moment.
 
Aug 27, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 27, 2006 at 05:00.
 
Aug 23, 2006 Submitter: nlil
Modification Removed approximately 78,000 unread Remedy Alert messages from the system. Installed workflow to automatically remove unread Alert messages that are over 30 days old.
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I get notified when there are new messages in webmail? (ID=3240)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Instructions for Downloading and Installing SAS Version 9.1.3 (ID=3239)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How to enable the spell checker in webmail (ID=3238)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Why are some of the options missing when I log into webmail? (ID=3237)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I remove Norton Antivirus and other Norton security products? (ID=3236)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I publish my Vista course early? (ID=3235)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Vista roll-out, and how to push courses ahead of time (ID=3234)
 
Aug 23, 2006 Submitter: nlil
Solution The following new solution has been created:

How to get rid of files in your Windows Profile that keep coming back (ID=3230)
 
Aug 22, 2006 Submitter: nlil
Modification Some workgroup managers require that a Remedy Product be specified for each call in the workgroup. The workflow used to enforce this requirement has been redesigned to allow for easier maintenance of the list of workgroups with this requirement.
 
Aug 20, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 20, 2006 at 05:00.
 
Aug 18, 2006 Submitter: nlil
Modification The Perl program responsible for processing inbound email messages has been modified to recognize and process a new Remedy-specific email header. The X-Remedy-Product: header may now be specified to associate the incoming email (and the call created as a result) with the specified product.

See Remedy Solution 2858 for information about Remedy-specific email headers.
 
Aug 15, 2006 Submitter: nlil
Modification The IT_CLASSTECH workgroup was added to the list of workgroups that require a product to be associated with each call.
 
Aug 13, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 13, 2006 at 05:00.
 
Aug 06, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 6, 2006 at 05:00.
 
Aug 03, 2006 Submitter: nlil
Correction The procedures that create the Remedy customer data did not run correctly today. Consequently, some customer data in Remedy was either missing or incorrect. We have restored the Remedy customer data from a backup made before the corruption.
 
Aug 01, 2006 Submitter: nlil
Archive Archived 7,188 records from the Calls form using this selection criteria:

'Create-date' <= "7/1/2004" AND 'Status' >= "Closed"
 
Jul 30, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 30, 2006 at 05:00.
 
Jul 28, 2006 Submitter: nlil
PHP Client The PHP Remedy API's are ready for use by anyone on campus. Please see the following for additional information:

http://blogs.lib.ncsu.edu/page/web?entry=remedy_php_api_release
 
Jul 26, 2006 Submitter: nlil
Solution The following new solution has been created:

Q: Drive mapping for Administrative Applications (ID=3228)
 
Jul 25, 2006 Submitter: nlil
PHP Client The Remedy middleware servers that provide XML-RPC services for the Remedy web client were replaced by newer, more robust servers.
 
Jul 23, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 23, 2006 at 05:00.
 
Jul 20, 2006 Submitter: nlil
Modification The IT_HELP workgroup was added to the list of workgroups that require a product to be associated with each call.
 
Jul 16, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 16, 2006 at 05:00.
 
Jul 11, 2006 Submitter: nlil
Correction The process responsible for sending certain types of email notifications that runs on the Remedy Unix application server had died, and some email notifications were queued, but not sent. The process was restarted and all of the queued messages have been delivered.
 
Jul 10, 2006 Submitter: nlil
PHP Client The Remedy web client was upgraded to version 2.0. As part of this upgrade, support will no longer be offered for version 1.0, although it will still be available via the web site. This upgrade does not affect the Windows version of Remedy or the online knowledgebase at help.ncsu.edu -- only the web client of the Remedy call tracking system. The web client is available at:

https://remedy.ncsu.edu/web
 
Jul 09, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 9, 2006 at 05:00.
 
Jul 06, 2006 Submitter: nlil
Solution The following new solution has been created:

What content would I put on a CD or DVD for my students? (ID=3226)
 
Jul 06, 2006 Submitter: nlil
Solution The following new solution has been created:

Can I make copies of third-party media (ex: PBS shows) for my students? (ID=3225)
 
Jul 06, 2006 Submitter: nlil
Solution The following new solution has been created:

Why would I use DVDs to support my instruction? (ID=3224)
 
Jul 02, 2006 Submitter: nlil
Archive Archived 7,200 records from the Calls form using this selection criteria:

'Create-date' <= "6/1/2004" AND 'Status' >= "Closed"
 
Jul 02, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 2, 2006 at 05:00.
 
Jun 30, 2006 Submitter: nlil
Modification The Remedy Unix server was rebooted to install a new version of the armonitor.conf file. This new configuration contains an entry to allow armonitor to initiate, monitor and restart the AREmail process.
 
Jun 26, 2006 Submitter: nlil
PHP Client The ITD web applications group has been working on the next version of the Remedy web client, and it is much improved. This new version has been in test mode within ITD for several weeks. Many bugs have been identified and corrected. We are now ready for a wider test audience to locate any lingering problems and to get feedback from additional users. After a couple of more weeks of testing, and baring the discovery of any un-resolvable issues, we will place this new version into production. The current version will remain available for those who prefer it.

Here are a couple of things to keep in mind:

  • This is still a work in progress.
  • Javascript support is required.
  • Report bugs etc. by using the "Report a Bug" or "Request a Feature" links at the bottom of each page. These will go directly into the system that we are using to manage development of this product.
  • Cool Stuff:
    • Check out the "View Stats" link at the bottom of the page.
  • URL:

    https://remedy.ncsu.edu/web/new/

 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

Can I retain my NC State account as a retiring faculty/staff member? (ID=3223)
 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

Can I migrate my Unity email to my Google Gmail account? (ID=3222)
 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

What is "Selective Release" and how do I use it in my WebCT Vista course site? (ID=3219)
 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I connect to a Windows machine from a Mac using RDP? (ID=3218)
 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I randomize the delivery of questions in an assessment in WebCT Vista? (ID=3217)
 
Jun 25, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I add an individual into my Vista course site? (ID=3216)
 
Jun 25, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 25, 2006 at 05:00.
 
Jun 18, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 18, 2006 at 05:00.
 
Jun 11, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 11, 2006 at 05:00.
 
Jun 09, 2006 Submitter: nlil
Addition Added code to the Perl script that processes customer satisfaction survey responses (survey_reader.pl) so that it will set the Status value for the survey response to "Followup Requested" as the record is created. The Status menu was moved to the front tab on the Survey form.
 
Jun 09, 2006 Submitter: nlil
Modification Improved the workflow utilized in assigning keywords to new solutions.
 
Jun 07, 2006 Submitter: nlil
Correction The procedures that create the Remedy customer data did not run correctly today. Consequently, some customer data in Remedy was either missing or incorrect. We have restored the Remedy customer data from a backup made before the corruption.
 
Jun 04, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 4, 2006 at 05:00.
 
Jun 03, 2006 Submitter: nlil
Outage (Unscheduled) The NC State University Data Center 1 facility experienced a major power failure on the evening of 6/2/06 resulting in an interruption of services. The Remedy system was unavailable from approximately 19:45 on 6/2/06 until 2:30 on 6/3/06. There was no loss of data and full functionality has been restored. See Sysnews article 44810c59 for details of the power outage impact.
 
Jun 01, 2006 Submitter: nlil
Archive Archived 7,881 records from the Calls form using this selection criteria:

'Create-date' <= "5/1/2004" AND 'Status' >= "Closed"
 
May 28, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 28, 2006 at 05:00.
 
May 25, 2006 Submitter: nlil
Solution The following new solution has been created:

What is the web address for the ETSS Citrix server? (ID=3213)
 
May 25, 2006 Submitter: nlil
Update The Remedy project web site has been updated with a new look and additional content.

http://remedy.ncsu.edu/project

Pleae report problems and suggestions to remedy@ncsu.edu
 
May 23, 2006 Submitter: nlil
Addition The IT_EDUCATION workgroup was created to address questions concerning the ITD Education Program.
 
May 23, 2006 Submitter: nlil
Correction Corrected a problem with the formatting of the HTML returned upon successful submission of a customer satisfaction survey. The output was missing a "</div> tag.
 
May 21, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 21, 2006 at 05:00.
 
May 14, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 14, 2006 at 05:00.
 
May 11, 2006 Submitter: nlil
Modification Adjusted the Puremessage spam threashold value from 50% to 45%.
 
May 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to setup a spam or virus filter in Outlook 2003 (ID=3208)
 
May 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to setup authenticated SMTP in Outlook 2003 (ID=3207)
 
May 07, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 7, 2006 at 05:00.
 
May 02, 2006 Submitter: nlil
Correction A modification was made to the sendmail configuration on the Remedy Unix server. Prior to the modification, outbound email containing addresses with "@remedy.ncsu.edu" were being rewritten to "@unity.ncsu.edu". This was incorrect behavior and has been corrected.
 
May 01, 2006 Submitter: nlil
Correction NULL initial values for wwwaccess and wwwused fields in the Solution form were preventing the scripts which increment these values from working correctly. To correct his problem, all NULLs were updated to zero and the form definition was modified to include an initial value of zero for these two fields. Soultion web access and web used counts should now be captured for all solutions.
 
May 01, 2006 Submitter: nlil
Archive Archived 8,908 records from the Calls form using this selection criteria:

'Create-date' <= "4/1/2004" AND 'Status' >= "Closed"
 
Apr 30, 2006 Submitter: nlil
Modification Made changes to the Perl script used to send customer acknowledgments (send_ack.pl). The script will now add an entry to the call History indicating that an acknowledgment was (or was not) sent to the customer.
 
Apr 30, 2006 Submitter: nlil
Addition Added workflow to prevent Remedy users from saving calls without a customer specified, for selected workgroups. This is to force Remedy users to associate a customer with each call in their workgroup.
 
Apr 30, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 30, 2006 at 05:00.
 
Apr 29, 2006 Submitter: nlil
Archive Archived 8,854 records from the Calls form using this selection criteria:

'Create-date' <= "3/1/2004" AND 'Status' >= "Closed"
 
Apr 28, 2006 Submitter: nlil
Addition Created the CFLAB workgroup to service requests in support of the Constructed Facilities Lab.
 
Apr 23, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 23, 2006 at 05:00.
 
Apr 18, 2006 Submitter: nlil
Modification Made changes to the Perl script used to process inbound email (e2r.pl) to check for the presence of the "X-Spam-Status:" email header. If not found, the subject email message is diverted for manual inspection. This condition is indicative of an inbound email sent directly to the Remedy server, bypassing the campus mail relays and thus, bypassing the spam/virus scanner.
 
Apr 16, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 16, 2006 at 05:00.
 
Apr 14, 2006 Submitter: nlil
Addition Added workflow to prevent Remedy users from saving calls with a Problem Description of "Problem Description Goes Here" for selected workgroups. This is to force Remedy users to enter meaningful problem descriptions.
 
Apr 14, 2006 Submitter: nlil
Correction Modified the "Soln:900Status-Obsolete-DelKeywords" filter to correct a problem that was occuring when setting the Status of an existing Remedy solution to "Obsolete".
 
Apr 09, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 9, 2006 at 05:00.
 
Apr 06, 2006 Submitter: nlil
Outage (Unscheduled) The NC State Remedy system suffered an unexpected crash at approximately 21:02 on 4/6/2006. The system was restored to full operation at 21:30 on 4/6/2006.
 
Apr 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Try flushing your DNS cache to re-enable sending of email (ID=3203)
 
Apr 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Check profile quota/disk space to prevent Dreamweaver crash (ID=3202)
 
Apr 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Cleaning up your Windows/Novell profile volume (ID=3201)
 
Apr 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I allow a student without a Unity ID to access my WebCT Vista site? (ID=3200)
 
Apr 02, 2006 Submitter: nlil
Addition Added products for the DCS_CLASSHOTLINE workgroup.
 
Apr 02, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 2, 2006 at 05:00.
 
Mar 26, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 26, 2006 at 05:00.
 
Mar 23, 2006 Submitter: nlil
Solution The following new solution has been created:

Thunderbird Unity Account Setup Instructions (ID=3197)
 
Mar 21, 2006 Submitter: nlil
Outage (Unscheduled) The Remedy Unix server was restarted at 17:25 on March 21, 2006 to correct a problem with a dead connection between the Remedy server and the database server. This dead connection was preventing certain types of notification from being delivered. When the server was restarted, a number of delayed notifications were subsequently delivered.

Technical Details:

Apparently, two hours after the regularly scheduled Sunday 5:00 AM system restart, one of the Remedy application server threads lost contact with the database server, and was unable to re-establish the connection. The thread that lost communication was the part of the system responsible for discovering time-based events, and initiating their processing. On the customer facing side, this includes acknowledgments and survey offers. On the Remedy user side, this includes dormant, NCO, next-contact, and survey result notifications. None of these notifications were lost. However, they were not processed at the correct time. They were delayed until the problem was discovered and the system was restarted. At that time, all of the pending notifications were processed. Unfortunately, some of the events may have become irrelevant by the time they were processed since the call status may have changed in the interim.
 
Mar 21, 2006 Submitter: nlil
Modification Workflow has been modified so that the label for the "Soln Status" field on the Solutions tab of the Calls form will be displayed in red if the retrieved solution has a status of "Retired" or "Obsolete".
 
Mar 19, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 19, 2006 at 05:00.
 
Mar 19, 2006 Submitter: nlil
Modification The CEP workgroup was renamed to the CED workgroup.
 
Mar 17, 2006 Submitter: nlil
Solution The following new solution has been created:

Why is Mozilla's Password Manager asking about saved passwords while resetting Unity password? (ID=3196)
 
Mar 16, 2006 Submitter: nlil
Solution The following new solution has been created:

How to validate IP information for Solaris/Linux (ID=3195)
 
Mar 16, 2006 Submitter: nlil
Solution The following new solution has been created:

Consult the ECE website for information about graduate studies (ID=3194)
 
Mar 15, 2006 Submitter: nlil
Correction Made a modification to the Calls:950Update-event-NoOwn filter to correct a logic error. Under a very specific set of conditions, a "No Call Owner" notification event was being created for a call that was actually owned.
 
Mar 15, 2006 Submitter: nlil
Correction Made a modification to the Calls:950Create-event-NoOwn filter to correct a logic error. Under a very specific set of conditions, a "No Call Owner" notification event was being created for a call that was actually already closed.
 
Mar 15, 2006 Submitter: nlil
Solution The following new solution has been created:

How can I reset my password over the phone? (ID=3191)
 
Mar 14, 2006 Submitter: nlil
Update A new version of the send_events.pl Perl script was installed. The main feature of this modification is to implement business-time scheduling for a variety of notifications delivered by the Remedy system. Workgroup managers can now specify the "hours of operation" of their workgroup and attain more control over when dormant and no-call-owner notifications are delivered to their workgroup members.

Remedy solution 2438 ( How Do Notification in Remedy Work? ) has been update to document these additional options.

Additionally, delivery of notifications associated with the Calls form will now be logged in the history field of the corresponding call record.
 
Mar 12, 2006 Submitter: nlil
Update Remedy UNIX server was rebooted on Sunday, March 12, 2006 at 12:05 to change the Remedy "admin user" database password.
 
Mar 12, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 12, 2006 at 05:00.
 
Mar 09, 2006 Submitter: nlil
Addition Added a Show My Solutions button to the Owner tab of the Solutions form. This will provide an easy mechanism for solution owners to see a list of all of the solutions that they own. The list is sorted by solution Status.
 
Mar 09, 2006 Submitter: nlil
Modification The scripts which produce the Remedy customer satisfaction surveys have been modified so that the resulting web pages will have the same look and feel as the ITD help desk web pages... again.
 
Mar 08, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I sync my PDA with my Oracle Calendar? (ID=3190)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

What to do about the SAS Fonts Error (ID=3189)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How can I get web statistics for my website on www.ncsu.edu? (ID=3188)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I change my ECE mailing list subscription to an off-campus address? (ID=3187)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Microsoft Runtime Components might not get updated when installing SAS (ID=3186)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

How to manually install the ArcGIS Coverage Tools toolbox (ID=3185)
 
Mar 07, 2006 Submitter: nlil
Solution The following new solution has been created:

Hardware requirements for using Centra 7.5 (ID=3180)
 
Mar 05, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 5, 2006 at 05:00.
 
Mar 01, 2006 Submitter: nlil
Archive Archived 9,180 records from the Calls form using this selection criteria:

'Create-date' <= "2/1/2004" AND 'Status' >= "Closed"
 
Feb 28, 2006 Submitter: nlil
Modification Made modifications to the SQL stored procedure "rename_workgroup" to include additional fields and tables. The procedure now includes updates to the "initial_workgroup" field in the Calls table, and various fields in the Archive table.
 
Feb 27, 2006 Submitter: nlil
Modification The NCS_SYS workgroup was renamed to the DES workgroup.
 
Feb 26, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 26, 2006 at 05:00.
 
Feb 25, 2006 Submitter: nlil
Modification The scripts which produce the Remedy customer satisfaction surveys have been modified so that the resulting web pages will have the same look and feel as the ITD help desk web pages.
 
Feb 24, 2006 Submitter: nlil
Modification Made changes to the workflow utilized to add new keywords to a solutions. Additions now trigger web update more reliably, and changes are reflected on screen immediatly without the need for manual refresh.
 
Feb 24, 2006 Submitter: nlil
Modification Removed the workflow associated with the old ITD Checkout application. ITD is now using Oracle calendar to manage these resources. No impact expected.
 
Feb 23, 2006 Submitter: nlil
Modification The ARE_IT workgroup has been retired.
 
Feb 19, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 19, 2006 at 05:00.
 
Feb 12, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 12, 2006 at 05:00.
 
Feb 09, 2006 Submitter: nlil
Modification The ADA workgroup has been retired.
 
Feb 05, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 5, 2006 at 05:00.
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I configure my BlackBerry to retrieve my Unity IMAP email? (ID=3177)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Profile problems might make Symantec appear to be non-functional in Unity Windows labs. (ID=3174)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

What to do if SAS version 9 fails to start in the Unity Windows labs. (ID=3173)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Majordomo software delays messages that appear to be duplicates in order to curb spam. (ID=3172)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

List of local vendors who can fix personal computers (ID=3171)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Ensure that all system components are installed before running the SAS Enterprise Guide software (ID=3170)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How to add Korean, Chinese, and Japenese language support for Windows in the public labs (ID=3169)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How to login to the ECE GradWatch web site (ID=3168)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Run the "Acrobat 7 - Reset Settings" application to correct problems displaying PDF files in Unity Windows labs (ID=3167)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Use the Centra "Forgot Password" feature to retrieve your Centra password (ID=3166)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How to connect headphones to hear a Centra session (ID=3164)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How to help your students become familiar with WebCT Vista (ID=3162)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do you launch SAS Text Miner and how can I learn to use SAS Text Miner? (ID=3161)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I control the bounce/unsubscribe settings on my Majordomo list? (ID=3160)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I combine multiple student rolls in a single WebCT Vista site? (ID=3159)
 
Feb 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How can I get my browser to work with WebCT Vista? (ID=3158)
 
Feb 01, 2006 Submitter: nlil
Archive Archived 5,583 records from the Calls form using this selection criteria:

'Create-date' <= "1/1/2004" AND 'Status' >= "Closed"
 
Jan 31, 2006 Submitter: nlil
Addition An enhancement has been made to the Remedy notification system. This allows for the option of skipping delivery of a Dormant notification if the call Status=Waiting. Best to implement this option in combination with Repeat=Yes. This option is not recommended for use with "No Call Owner" notifications.

See Remedy solution 2438 for additional information about Remedy notifications.
 
Jan 29, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 29, 2006 at 05:00.
 
Jan 24, 2006 Submitter: nlil
Correction The procedures that create the Remedy customer data did not run correctly today. Consequently, some customer data in Remedy is either missing or incorrect. We have restored the Remedy customer data from a backup made before the corruption. See Sysnews article 43d62a64 for full details.
 
Jan 23, 2006 Submitter: nlil
Modification All inbound email to the NC State Remedy server is now being routed through the campus mail relays. This change was made to ensure that all incoming email gets scanned for virus and spam. See Sysnews article 43d510df for full details.
 
Jan 22, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 22, 2006 at 05:00.
 
Jan 19, 2006 Submitter: nlil
Correction The procedures that create the Remedy customer data did not run correctly today. Consequently, some customer data in Remedy is either missing or incorrect. We have restored the Remedy customer data from a backup made before the corruption. See Sysnews article 43cfedbc for full details.
 
Jan 17, 2006 Submitter: nlil
Correction Corrected a problem that made it necessary to include leading zeros when searching for surveys in the Survey form. Leading zeros are no longer required when searching by the call number or the survey number. Also corrected an error that was introduced when the server software was upgraded from version 4 to version 5. The error was causing the system to lookup the call, rather than the survey associated with the call, when a call number was entered in the Survey form.
 
Jan 15, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 15, 2006 at 05:00.
 
Jan 11, 2006 Submitter: nlil
Addition Setup a redirect for the NCS workgroup to reduce spam.
 
Jan 08, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 8, 2006 at 05:00.
 
Jan 06, 2006 Submitter: nlil
Addition Setup a redirect for the COPYRIGHT workgroup to reduce spam.
 
Jan 06, 2006 Submitter: nlil
Addition Setup a redirect for the MICROSYS workgroup to reduce spam.
 
Jan 05, 2006 Submitter: nlil
Addition Setup a redirect for the PAMS_HPC workgroup to reduce spam.
 
Jan 04, 2006 Submitter: nlil
Modification A minor change was made to background workflow to ensure that both of the "product id" fields are correctly populated if a product is specified when a new call is created or an existing call is nodified.
 
Jan 04, 2006 Submitter: nlil
Update The PHP scripts driving the NC State Help Desk web site have been modified so that the "access counts" for Remedy solutions will be incremented when Remedy solutions are viewed through this interface.
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Information about syncing your Palm device with the Brickyard (Oracle) calendar? (ID=3156)
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Where can I go to get information about the Brickyard (Oracle) calendar? (ID=3155)
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I convert my old POP mail to Thunderbird? (ID=3154)
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Why can't I login to GradWatch (ID=3153)
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

How do I get a WebCT Vista site for my course? (ID=3152)
 
Jan 03, 2006 Submitter: nlil
Solution The following new solution has been created:

Symantec Antivirus LiveUpdate fails with error LU1847 (ID=3149)
 
Jan 01, 2006 Submitter: nlil
Archive Archived 6,157 records from the Calls form using this selection criteria:

'Create-date' <= "12/1/2003" AND 'Status' >= "Closed"
 
Jan 01, 2006 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Sunday, December 25, 2005 at 16:50. The system had become unresponsive.
 
Jan 01, 2006 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 25, 2005 at 05:00.
 
Dec 25, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 25, 2005 at 05:00.
 
Dec 22, 2005 Submitter: nlil
Modification Modified the "e2r.pl" inbound email script so that the "Email To" field will be populated with the value in "Sender Email" if there is no customer associated with the call when it is created.
 
Dec 20, 2005 Submitter: nlil
Modification Modifications have been made to the NC State Remedy system so that incoming email messages which contain attachments will now have their attachments removed from the text field and processed separately. Please see Sysnews article 43a8091a for more details.
 
Dec 19, 2005 Submitter: nlil
Modification The SMA (Student Media Authority) workgroup has been disabled. Email directed to this workgroup will be re-directed to the CONSULT workgroup.
 
Dec 18, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 18, 2005 at 05:00.
 
Dec 14, 2005 Submitter: nlil
Modification Made changes to the "send_notify.pl" script to include information about "Supervisor Followup" requests as part of the email notification delivered in the Survey Scores notification.
 
Dec 11, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 11, 2005 at 05:00.
 
Dec 04, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 4, 2005 at 05:00.
 
Dec 01, 2005 Submitter: nlil
Archive Archived 7,963 records from the Calls form using this selection criteria:

'Create-date' <= "11/1/2003" AND 'Status' >= "Closed"
 
Nov 29, 2005 Submitter: nlil
Modification Changes were made to the Perl script that sends various notifications (send_notify.pl). The script will now delete the event if there is no tier specified (no recipients) and will exit more gracefully if the event specified does not exist at all.
 
Nov 27, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 20, 2005 at 05:00.
 
Nov 20, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 20, 2005 at 05:00.
 
Nov 17, 2005 Submitter: nlil
Addition Added a new notification type for customer satisfaction surveys. This notification will be generated for any and all survey responses in the specified workgroup, regardless of the survey responses and will contain the response scores as numeric values.

The format of all of the survey notifications was cleaned up and reorganized to improve readability.
 
Nov 17, 2005 Submitter: nlil
Solution The following new solution has been created:

How do I contact Registration and Records? (ID=3143)
 
Nov 15, 2005 Submitter: nlil
Solution The following new solution has been created:

Instructions for booting Windows and Mac computers into Safe Mode. (ID=3142)
 
Nov 14, 2005 Submitter: nlil
PHP Client Modifications were made to the email headers that are emitted when sending from the PHP client. The modified headers will facilitate correct routing and processing of bounced email such that the bounces can be captured and the appropriate call updated to reflect this fact.
 
Nov 13, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 13, 2005 at 05:00.
 
Nov 06, 2005 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Sunday, November 6, 2005 at 16:50 to correct problems with outbound email. Please see Sysnews article de0c8ea2 for more details.
 
Nov 06, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 6, 2005 at 05:00.
 
Nov 01, 2005 Submitter: nlil
Archive Archived 9,149 records from the Calls form using this selection criteria:

'Create-date' <= "10/1/2003" AND 'Status' >= "Closed"
 
Oct 30, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 30, 2005 at 05:00.
 
Oct 26, 2005 Submitter: nlil
Update Rewrote the old get-soln.pl script to do an immediate redirect to the new scripts that display solutions.
 
Oct 25, 2005 Submitter: nlil
Solution The following new solution has been created:

How to display an announcement on the ITD Information Kiosks. (ID=3139)
 
Oct 23, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 23, 2005 at 05:00.
 
Oct 16, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 16, 2005 at 05:00.
 
Oct 14, 2005 Submitter: nlil
Solution The following new solution has been created:

Command line utilities for Symantec/Norton antivirus for Mac OS X. (ID=3138)
 
Oct 09, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 9, 2005 at 05:00.
 
Oct 03, 2005 Submitter: nlil
Archive Archived 12,358 records from the Calls form using this selection criteria:

'Create-date' <= "9/1/2003" AND 'Status' >= "Closed"
 
Oct 02, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 2, 2005 at 05:00.
 
Sep 25, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 25, 2005 at 05:00.
 
Sep 22, 2005 Submitter: nlil
Modification Made changes to workflow and Perl scripts to improve the threading of email generated by the Remedy system.
 
Sep 22, 2005 Submitter: nlil
Correction An error was introduced as a result of changes made to the system on 9/16/05. As a result of the error, several types of notification events were not being generated. The problem has been corrected and notification events are now being created correctly.
 
Sep 20, 2005 Submitter: nlil
Solution The following new solution has been created:

How to update the Symantec AntiVirus Corporate Edition (SAV) client so it will find its parent server. (ID=3136)
 
Sep 18, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 18, 2005 at 05:00.
 
Sep 17, 2005 Submitter: nlil
Modification Added additional checking to the Perl script that processes inbound email so that it will check for additional non-English encodings in the Subject: line and if found, reject the email for manual processing. This should filter out more of the foreign language spam messages that are received daily.
 
Sep 16, 2005 Submitter: nlil
Modification Made changes to the workflow responsible for logging changes to the customer associated with a call. Previously, customer changes made from the PHP client were not being logged correctly. This change corrects that defect.
 
Sep 16, 2005 Submitter: nlil
Addition Added workflow to track changes to the "Email To" and "Email CC" fields in the call history.
 
Sep 14, 2005 Submitter: nlil
Modification Modified the Perl script that sends survey offers so that the email now contains a transcript of the call. This is in case the customer does not recall which call the survey offer is in reference to. Also modified the Perl script that displays the survey so that the call text is available while completing the survey. In both cases, the call text is only displayed if the call resides in a workgroup which permits the display of the call text.
 
Sep 14, 2005 Submitter: nlil
Modification Added additional checking to the Perl script that processes inbound email so that it will check for "$subject =~ /windows-1251/" and if found, reject the email for manual processing. This should filter out many of the foreign language spam messages that are received daily.
 
Sep 13, 2005 Submitter: nlil
Correction The reload of the Remedy customer data did not complete successfully last night, leaving about 36,000 entries out of the table. The customer table has been restored from the previous days backup. ITD staff will investigate the cause of the incomplete load.
 
Sep 12, 2005 Submitter: nlil
Solution The following new solution has been created:

How do I get help with SAS? (ID=3135)
 
Sep 11, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 11, 2005 at 05:00.
 
Sep 04, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 4, 2005 at 05:00.
 
Sep 01, 2005 Submitter: nlil
Archive Archived 7,618 records from the Calls form using this selection criteria:

'Create-date' <= "8/1/2003" AND 'Status' >= "Closed"
 
Aug 28, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 28, 2005 at 05:00.
 
Aug 26, 2005 Submitter: nlil
PHP Client PHP Web Client updated

The Remedy PHP web client developers have spent this week correcting some bugs and adding requested features. Here is a list of the changes:

  • Increased the session timeout from 30 minutes to 60 minutes.
  • The "To:" address for outbound email is now set correctly when the customer is not in LDAP
  • All outbound email sent from calls in a given workgroup now CC to the appropriate "shadow" email addresses
  • Users have the option to use the Remedy Pop-Up menus or traditional form Drop-Down menus. This is selected at Login.
  • Spaces have been removed from the email text form field
  • From the call search screen, you can click on the table headers to sort the results in ascending or descending order

Work on some other issues and features is being deferred because of current design decisions. Specifically, to provide optimal performance, many aspects of the client are cached. This makes for quicker browsing and updating of calls, but limits us in other ways. These decisions will be revisited as time and resources permit.

Cleanup and documentation for the API is still underway. Once these efforts are completed, the API will be made available for general use.

Thanks for your support and patience as we have worked through the initial deployment of this tool. Please continue to report problems and suggest enhancements and we'll get to them just as quickly as we can.
 
Aug 25, 2005 Submitter: nlil
Modification Modified the Perl script that processes in-bound email (e2r.pl) so that it will filter out any inbound email containing high-ASCII characters in the Subject: line. These emails will be written out to a file for manual review.
 
Aug 24, 2005 Submitter: nlil
Solution The following new solution has been created:

Why is all of the mail I send marked as spam?. (ID=3134)
 
Aug 21, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 21, 2005 at 05:00.
 
Aug 17, 2005 Submitter: nlil
Addition A new field has been added to the Calls form: InitialWorkgroup. This field will always contain the first workgroup that a call was in, regardless of what happens after that. This field was requested by workgroup managers so that they could track calls that originated in their workgroup, and were subsequently transfered to other workgroups for consultation or resolution.
 
Aug 17, 2005 Submitter: nlil
Solution The following new solutions have been created:

How to accomplish a manual uninstall of SAS version 9. (ID=3132)

How to apply SAS renew code in batch mode. (ID=3133)
 
Aug 14, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 14, 2005 at 05:00.
 
Aug 07, 2005 Submitter: nlil
Correction Sometime during the afternoon of Tuesday, August 2, the Remedy system ceased delivering several types of email and pager notifications. The problem remained undiscovered until the regular weekly reboot of the Remedy application server on Sunday morning at 5:00 AM, which apparently corrected the problem. This resulted in a large number of outbound email messages on the Remedy server.

Compounding this situation was the fact that the Remedy server was not "white listed" on the ITD maintained mail relay machines, so the sudden flood of outbound email was quickly squelched by the load governing software on the mail relays.

This second problem was discovered on Sunday morning around 9:45. ITD Systems staff corrected the problem and the backlog of queued email was subsequently delivered.

Remedy support staff are continuing to investigate the cause of the original delivery delays.
 
Aug 07, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 7, 2005 at 05:00.
 
Aug 05, 2005 Submitter: nlil
Solution The following new solutions have been created:

Update instructions for ArcGIS. (ID=3130)

ArcGIS 9.1 License Information. (ID=3131)
 
Aug 05, 2005 Submitter: nlil
Modification On the Solution form, the Status value of "Reviewed" has been changed to "Review Pending". This change is part of the content managment system that is being developed for the NC Sate Remedy solutions collection.
 
Aug 05, 2005 Submitter: nlil
Modification As per request of the workgroup owners, the CVM_TV, CNR_RESERVE and PS_STATUS workgroups have been retired. Email sent to the aliases previously associated with these workgroups will bounce.
 
Aug 04, 2005 Submitter: nlil
Solution Changed the Status of 181 solutions from "Draft" to "Published". This is in preparation for deployment of the solution content management system that is being developed.
 
Aug 04, 2005 Submitter: nlil
Solution Changed the Status of 147 solutions from "Reviewed" to "Published". This is in preparation for deployment of the solution content management system that is being developed. The status value of "Reviewed" will be repurposed (and renamed) to "Review Pending" as part of the deployment.
 
Aug 01, 2005 Submitter: nlil
Modification As per request of the workgroup owner, the VMS workgroup has been retired. Email sent to the alias previously associated with this workgroup will bounce.
 
Aug 01, 2005 Submitter: nlil
Archive Archived 6,794 records from the Calls form using this selection criteria:

'Create-date' <= "7/1/2003" AND 'Status' >= "Closed"
 
Jul 31, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 31, 2005 at 05:00.
 
Jul 27, 2005 Submitter: nlil
Solution The following new solution has been created:

Symantec AntiVirus Corporate Edition is available for 64 bit Windows systems.. (ID=3129)
 
Jul 27, 2005 Submitter: nlil
Addition A new type of notification has been added to alert workgroup managers of the fact that a customer has supplied a comment as part of completing a customer satisfaction survey. This notification joins the previous two notifications related to customer satisfaction surveys. Remedy solution: How to specify notifications for your Remedy workgroup. (ID= 2438) has been updated to reflect these additional options.
 
Jul 24, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 24, 2005 at 05:00.
 
Jul 21, 2005 Submitter: nlil
Solution The following new solution has been created:

By using the nomail flag, you can temporarily suspend delivery of your list email. (ID=3128)
 
Jul 19, 2005 Submitter: nlil
Correction The process responsible for sending certain types of email notifications that runs on the Remedy Unix application server had died, and some email notifications were queued, but not sent. The process was restarted and all of the queued messages have been delivered.
 
Jul 17, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 17, 2005 at 05:00.
 
Jul 10, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 10, 2005 at 05:00.
 
Jul 07, 2005 Submitter: nlil
Correction A problem with the synchronization of workgroup names and workgroup id numbers has been identified and corrected. If a Remedy user's default workgroup was changed, the corresponding workgroup id number was not being updated to reflect the change. The most apparent effect of this mismatch would be that the notifications created for the calls created by the affected users would be the wrong set of notifications.

Workflow has been added to detect and respond to this situation, and the user records of the three affected Remedy users have been updated.
 
Jul 06, 2005 Submitter: nlil
Correction Changed the reference to the old "Call Status" page (http://help.ncsu.edu/callinfo.html) to the new "MyHelp" page (http://help.ncsu.edu/myhelp.php) in the acknowlegement text for 93 workgroups.
 
Jul 03, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 3, 2005 at 05:00.
 
Jul 01, 2005 Submitter: nlil
Modification Modified the workflow that is invoked when ownership of a call is assigned. The change will check to make certain that the new owner is "Available" and if not, a warning message will be displayed. This is to ensure that the new owner is actually paying attention, and is in a position to respond to the call.
 
Jul 01, 2005 Submitter: nlil
Addition A new menu item was added to the "Utils" menu of the Calls form called "Poke Call Owner". Selecting this menu item will result in the generation of an email notification to the call owner informing him/her that the call has been modified, and now needs their attention. This is similar to the existing "Call has changed to Active status" notification, but does not rely on the status change to be initiated.
 
Jul 01, 2005 Submitter: nlil
Modification The Perl script that sends Dormant and NCO notifications was modified so that the email notification will now include the last entry from the "Problem Text" field of the subject call.
 
Jun 29, 2005 Submitter: nlil
Solution The following new solution has been created:

Why was my duplicate call closed? (ID=3126)
 
Jun 27, 2005 Submitter: nlil
Correction A change was made to the sendmail configuration on the Remedy Unix server to prevent the rewriting of addresses in the form

   something@help.ncsu.edu

into

   something@unity.ncsu.edu

This problem was manifesting itself in the Reply-To: header. In some cases, the rewritten address did not correspond to a real address and replies to these addresses would have bounced.
 
Jun 26, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 26, 2005 at 05:00.
 
Jun 26, 2005 Submitter: nlil
Modification Modified the workflow that is invoked when a Remedy user is retired so that the entries in the SH_User_Solutions and User_Solutions tables are removed. This is accomplished via direct SQL calls in the Filter "User:Retire-CleanupUserSolutions".
 
Jun 25, 2005 Submitter: nlil
Update Modified workflow elements to ensure that the "Send" button on the Email tab of the Windows client is enabled whenever there is an address in the "Email To" field. This corrects an outstanding problem in which the Send button was not enabled if the customer was changed.
 
Jun 25, 2005 Submitter: nlil
Addition Added workflow to ensure that user-editable email address fields are valid by removing line-breaks, compressing multiple blanks and substituting commas for the remaining blanks. Applies to "Email To" and "Email CC" fields on the Email tab in the Windows client.
 
Jun 24, 2005 Submitter: nlil
Update Modified the Perl script responsible for sending the Dormant and NoCallOwner email notifications so that the notification now includes the last entry from the "problemtext" field of the subject call.
 
Jun 24, 2005 Submitter: nlil
Modification Modified the workflow used to implement QuickCalls such that it is now possible to assign call ownership at the time the new call is created.
 
Jun 23, 2005 Submitter: nlil
Addition Added links to the Remedy Requests Page to facilitate requests for mew Products to be added to Remedy.
 
Jun 23, 2005 Submitter: nlil
Solution The following new solution has been created:

How to use the access_rules and admin_headers fields to create Mj2 filters using PureMessage Tags (ID=3121)
 
Jun 23, 2005 Submitter: nlil
Update Made a modification to the run qualification of the ActiveLink "Calls:No-Null-Problem" to make it easier to accomplish a "Modify All" operation on entries in the Calls form.
 
Jun 20, 2005 Submitter: nlil
Correction Late in the afternoon of 6/20/2005, I was made aware of a problem which was causing the Remedy Windows client to send blank email messages under some very specific situations. If the Remedy user was to include the text of a solution as the response, without actually typing any text of their own, an email would have been sent to the customer with a blank subject (except for the call number) and an empty message body.

The problem was diagnosed and corrected around 6:00 PM on 6/20/2005.

If you think you might have sent some of these blank emails, please send them again (better to send two than none). Unfortunately, you can not tell by looking at the History because the history looks correct, even if the email was blank.
 
Jun 19, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 19, 2005 at 05:00.
 
Jun 18, 2005 Submitter: nlil
Outage (Unscheduled) The Remedy service was restarted several times between 3:15 PM and 3:30 PM on June 18, 2005 to make some configuration adjustment. Part of the email subsystem was not configured correctly and as a result, several "Call Ownership" and "Call Active" email notifications were not delivered on schedule. Most of the delayed notifications were successfully sent following the configuration changes.

The calls associated with four of the failed notifications could not be accurately identified and these notifications could not be resent.
 
Jun 17, 2005 Submitter: nlil
Update The upgrade of the Remedy application server and database servers is complete. Please see Sysnews article 42a6f2e5 for more details.
 
Jun 12, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 12, 2005 at 05:00.
 
Jun 09, 2005 Submitter: nlil
Update Remedy server upgrade scheduled for June 17,2005

ITD staff will be upgrading the NC State Remedy system to version 5 of the Remedy server software during the weekend of June 17, 2005. See Sysnews article 42a6f2e5 for additional details.
 
Jun 09, 2005 Submitter: nlil
Addition Announcing the PHP Remedy client

Information Technology Division (ITD) is please to announce the availablilty of a PHP-based Remedy client. This software was developed by Jason Austin and Will Brockelsby, applications developers with ITD.

   https://remedy.ncsu.edu/web

This software is still in development, but is functional and stable enough to use on a routine basis. In fact, this client will be the recommended replacement for Remedy users who currently utilize the Remedy Solaris client. Remedy has not provided any updates to the Solaris client and none are planned. Given that the upcoming Remedy server upgrade will necessitate all Remedy users upgrading to a version 5 client, this PHP client may bridge the gap for Remedy users who do not have access to the Windows version 5 client.

Comments, suggestions and bug reports on the PHP client should be sent to:

   remedy@help.ncsu.edu

or to the NC State help desk at 919-515-HELP.
 
Jun 08, 2005 Submitter: nlil
Solution The following new solution has been created:

How do I access Remedy from a Solaris workstation? (ID=3119)
 
Jun 05, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 5, 2005 at 05:00.
 
Jun 01, 2005 Submitter: nlil
Archive Archived 7,286 records from the Calls form using this selection criteria:

'Create-date' <= "6/1/2003" AND 'Status' >= "Closed"
 
May 29, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 29, 2005 at 05:00.
 
May 26, 2005 Submitter: nlil
Solution The following new solution has been created:

How to request a non ncsu.edu domain for use on campus (ID=3118)
 
May 22, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 22, 2005 at 05:00.
 
May 20, 2005 Submitter: nlil
Outage (Unscheduled) The Remedy Unix system had a tough day today. At approximately 10:24 AM, the Remedy Unix server halted. ITD Systems staff were onhand to reboot it, and shortly thereafter, it began displaying eratic behavior, and crashed again about an hour later. The server would not reboot, and it became apparent that we were dealing with a hardware malfunction.

Spare parts were on hand. After testing several hardware configurations, a stable system was brought back up at approximately 12:30 PM, and remained up until about 4:00 PM. At that point, the system appeared to experience a problem with its network interface.

Additional hardware configuration changes were made and the system was restored to normal production status at approximately 4:30 PM. ITD staff are continuing to monitor the system, and to prepare a backup hardware platform in the event of further problems during the weekend.

All of the ups and downs are chronicled in Sysnews article 428df256.
 
May 18, 2005 Submitter: nlil
Solution The following new solutions have been created:

How to configure a Remedy client to work through a firewall (ID=3116)

Use Remedy Notifier instead of the Alert tool to connect to the version 4 Remedy server (ID=3117)
 
May 17, 2005 Submitter: nlil
Solution The following new solutions have been created:

Does NC State have an NTP (Time) server? (ID=3107)

How do I stop receiving duplicate posts sent to multiple lists? (ID=3111)
 
May 15, 2005 Submitter: nlil
Modification Made modifications to the MySQL database holding these entries to convert the existing Date field into a Date-Time field for better resolution.
 
May 15, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 15, 2005 at 05:04.
 
May 13, 2005 Submitter: nlil
Solution The following new solutions have been created:

How do I use authenticated SMTP with my Windows based mail client? (ID=3102)

How do I use authenticated SMTP with Thunderbird for Linux? (ID=3103)

How do I use authenticated SMTP with my Mac OSX mail client? (ID=3106)
 
May 11, 2005 Submitter: nlil
Solution The following new solutions have been created:

How do I filter spam using server-side filters? (ID=3099)

How can I filter virus notifications using server-side filtering? (ID=3100)

Can I enable a vacation message on my Unity account? (ID=3101)
 
May 11, 2005 Submitter: nlil
Solution The following new solution has been created:

How do I add a server to the list that appears in Q+E (ID=3098)
 
May 11, 2005 Submitter: nlil
Outage (Scheduled) The Remedy Unix system was restarted at 6:00 PM on 5/11/05 to implement the configuration changes described in Sysnews article 42813130.
 
May 08, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 8, 2005 at 05:04.
 
May 07, 2005 Submitter: nlil
Modification Modified most of the HTML pages and Perl scripts that comprise the http://help.ncsu.edu pages. They should all be consistent now, and all actually work correctly. This cleanup was necessitated by the hurried migration of these pages from the Remedy web server to ITD maintained web servers a few weeks ago as a result of a system compromise.
 
May 06, 2005 Submitter: nlil
Outage (Unscheduled) The Remedy system was restarted at 2:50 PM on 5/6/05 to correct a configuration problem on the Remedy Unix server.

See Sysnews article 427bbb02 for more information.
 
May 05, 2005 Submitter: nlil
Addition Added the X-Mailer: header to the output generated by the various scripts that generate Remedy notifications. This is in an effort to aid customers utilizing the interface to the server-side email filtering provided by the NC State Webmail service. The previously-provided header (X-Sender:) is not included in the default list of headers provided via this interface.
 
May 03, 2005 Submitter: nlil
Modification Added two new fields to the Solution form to keep better track of when the solution was edited, and by whom (LastEdit and LastEditor).
 
May 03, 2005 Submitter: nlil
Archive Archived 6,937 records from the Calls form using this selection criteria:

'Create-date' <= "5/1/2003" AND 'Status' >= "Closed"
 
May 01, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 1, 2005 at 05:04.
 
Apr 28, 2005 Submitter: nlil
Outage (Unscheduled) The Remedy system was restarted at 5:00 PM on 4/28/05 to correct a hardware problem on the Remedy database server. The database server was refusing to release the attached tape drive, which is preventing backups from completing.

See Sysnews article 427112b7 for more information.
 
Apr 24, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 24, 2005 at 05:04.
 
Apr 22, 2005 Submitter: nlil
Addition The Remedy User Tool version 5.1 is now available for download. Please see the Downloads section for additional information.
 
Apr 17, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 17, 2005 at 05:04.
 
Apr 15, 2005 Submitter: nlil
Solution The following new solution has been created:

What do I send to a customer who sent us a HijackThis log? (ID=3096)
 
Apr 15, 2005 Submitter: nlil
Modification Modified the "get-soln.pl" script to improve the message that is displayed when a solution designated as "Internal" is requested via the web interface.
 
Apr 13, 2005 Submitter: nlil
Solution The following new solution has been created:

NAL fails with bad path errors referring to \\APPS\APPS (ID=3095)
 
Apr 13, 2005 Submitter: nlil
Solution One of our customers pointed out a problem in the results returned by the http://help.ncsu.edu solutions lookup page. The scripts were presenting results with mismatched solution numbers. Turns out that the problem was the result of data corruption in the Solutions table, which has been corrected.
 
Apr 11, 2005 Submitter: nlil
Addition A new link has been added to the Remedy project Resources page. The Wolftech staff in the ECE department have offered us a link to their MINE decoder so Remedy users will have a way to see what our customers have sent when they include base64-encoded attachments as part of the Remedy call. Check it out at:

http://www.wolftech.ncsu.edu/remedy

Thanks to Wolftech for providing access to this tool!
 
Apr 10, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 10, 2005 at 05:04.
 
Apr 09, 2005 Submitter: nlil
Addition Thanks to Jason Young of ITECS, the Remedy project page now has an RSS feed available. The URL is:

http://remedy.ncsu.edu/project/rss.php

Or drag this icon RSS.
 
Apr 09, 2005 Submitter: nlil
Solution The following new solution has been created:

How do I update my SAS license when I can not launch SAS? (ID=3094)
 
Apr 07, 2005 Submitter: nlil
Modification The "send_dormant.pl" script was modified to suppress the creation of the RemedyWeb URL. The RemedyWeb service is not running and will not be returning to service, so the URLs were of no value and confusing to the recipients.
 
Apr 06, 2005 Submitter: nlil
Solution The following new solutions have been created:

Can't apply setinit.sss (ID=3092)

How do I renew my SAS V8 License when I can not launch SAS (ID=3093)
 
Apr 06, 2005 Submitter: nlil
Modification The e2r.pl inbound email script was modified to extend the searching for "bad words" to include the text of the email Subject: line.
 
Apr 05, 2005 Submitter: nlil
Archive Archived 7,464 records from the Calls form using this selection criteria:

'Create-date' <= "4/1/2003" AND 'Status' >= "Closed"
 
Apr 03, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 3, 2005 at 05:04.
 
Mar 27, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 27, 2005 at 05:04.
 
Mar 20, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 20, 2005 at 05:04.
 
Mar 19, 2005 Submitter: nlil
Update Remedy system was compromised by outside forces on 3/17 and 3/18. See Sysnews article: 423b64f2 for more information. Web-based Remedy services were unavailable for several hours between 17:30 3/18/05 and 02:00 3/19/05 while repairs were performed.

http://help.ncsu.edu is currently functional by being served from a development server. Other web-based Remedy services are currently unavailable.
 
Mar 18, 2005 Submitter: nlil
Update mv /etc/rc2.d/S90appserv_C /etc/rc2.d/X90appserv_C

to prevent the RemedyWeb service from starting up too soon.
 
Mar 17, 2005 Submitter: nlil
Outage (Unscheduled) The Remedy Unix server was rebooted to correct a problem with the file system. See Sysnews article: 4239fc10 for more information.

The server had lost its mount point to /afs, and several system components are dependant on access to AFS. ITD systems staff recreated the mount point, and the system was returned to full functionality. Service interruption lasted fron approximately 17:00 to 17:25.
 
Mar 16, 2005 Submitter: wmfaas
Modification The new Project site is complete. All options under the Remedy tab are active.

These options are:
  • New Remedy Account Requests
  • New Solution Submissions
  • New Workgroup Requests
All activities under Remedy tab require WRAP authentication. Please direct questions to Larry Robinson.
 
Mar 13, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 13, 2005 at 05:04.
 
Mar 08, 2005 Submitter: nlil
Archive Archived 6,976 records from the Calls form using this selection criteria:

'Create-date' <= "3/1/2003" AND 'Status' >= "Closed"
 
Mar 06, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 6, 2005 at 05:04.
 
Feb 27, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 27, 2005 at 05:04.
 
Feb 25, 2005 Submitter: nlil
Modification New items were added to the CALS_Admin Products sub-menu.
 
Feb 23, 2005 Submitter: nlil
Outage (Unscheduled) Remedy system was restarted to correct a performance issue. See Sysnews article: 421c936b for more information.
 
Feb 23, 2005 Submitter: wmfaas
Modification The Remedy Project and Status page has been migrated to a msyql/php driven site. Much of the information on the old Project page has been deemed no longer relevant and has been archived. Please direct all questions or comments to Larry Robinson or Michael Faas.
 
Feb 20, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 20, 2005 at 05:04.
 
Feb 17, 2005 Submitter: nlil
Modification Modified the global.ini file (inbound email processing) to set the minimum SPAM score from 69 to 50 in an effort to reject even more SPAM. Rejected email is written to an external file for manual review.
 
Feb 16, 2005 Submitter: nlil
Modification Retired the WEBASSIGN and WEBASSIGN-SYS workgroups. We are no longer hosting support for Webassign locally. All support requests should be directed to support@webassign.net. Edited the aliases file to forward email directed to webassign@remedy.ncsu.edu to support@webassign.net.
 
Feb 13, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 13, 2005 at 05:04.
 
Feb 10, 2005 Submitter: nlil
Correction Trouble with the Remedy customer data. See Sysnews article: 420b72e1 for more information.
 
Feb 06, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 6, 2005 at 05:04.
 
Feb 02, 2005 Submitter: nlil
Archive Archived 9,149 records from the Calls form using this selection criteria:

   'Create-date' <= "2/1/2003" AND 'Status' >= "Closed"
 
Jan 30, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 30, 2005 at 05:04.
 
Jan 23, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 23, 2005 at 05:04.
 
Jan 20, 2005 Submitter: wmfaas
Update Updated Category ID's for all posts (for Project Status page) for 1999-2003:

   WHERE `date` >= '2003-01-01' AND `date` <= '2003-12-31'
   WHERE `date` >= '2002-01-01' AND `date` <= '2002-12-31'
   WHERE `date` >= '2001-01-01' AND `date` <= '2001-12-31'
   WHERE `date` >= '2000-01-01' AND `date` <= '2000-12-31'
   WHERE `date` >= '1999-01-01' AND `date` <= '1999-12-31'
 
Jan 16, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 16, 2005 at 05:04.
 
Jan 14, 2005 Submitter: wmfaas
Update Updated Category ID's for all posts (for Project Status page) for 2004:

   `date` >= '2004-01-01'
 
Jan 11, 2005 Submitter: nlil
Archive Archived 5,003 records from the Calls form using this selection criteria:

   'Create-date' <= "1/1/2003" AND 'Status' >= "Closed"

 
Jan 09, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 9, 2005 at 05:04.
 
Jan 02, 2005 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 2, 2005 at 05:04.
 
Dec 26, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 26, 2004 at 05:04.
 
Dec 19, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 19, 2004 at 05:04.
 
Dec 15, 2004 Submitter: nlil
Correction On Wednesday morning around 8:30, the NC State Remedy system became sluggish and unresponsive. The problem was the result of a log file growing too large and exhausting all available temp space on the Remedy server. Disabling logging and removing the log file returned the system to normal operation at 8:40.
 
Dec 12, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 12, 2004 at 05:04 (automatic).
 
Dec 07, 2004 Submitter: nlil
Modification Modified the send_dormant.pl script to force the script name into the X-Sender: header if it is missing.
 
Dec 05, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 5, 2004 at 05:04.
 
Dec 01, 2004 Submitter: nlil
Archive Archived 12,5961 records from the Calls form using this selection criteria:

'Create-date' <= "12/1/2002" AND 'Status' >= "Closed"

 
Nov 28, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 28, 2004 at 05:04 (automatic).
 
Nov 21, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 21, 2004 at 05:04 (automatic).
 
Nov 19, 2004 Submitter: nlil
Modification Modified the active link "Calls:No-Null-Product" to include the CALS_ADMIN workgroup in the list of groups requiring a product specification.
 
Nov 18, 2004 Submitter: nlil
Modification Modified the active link "Calls:Find-Calls-By-Cust" to remove the warning message that was issued if no customer was loaded. This was necessary to prepare for the integration of the Remedy system with the TMetrics phone system being installed.
 
Nov 14, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 14, 2004 at 05:04 (automatic).
 
Nov 07, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 7, 2004 at 05:04 (automatic).
 
Nov 05, 2004 Submitter: nlil
Archive Archived 18,391 records from the Calls form using this selection criteria:

   'Create-date' <= "10/1/2002" AND 'Status' >= "Closed"

 
Nov 03, 2004 Submitter: nlil
Modification Modified the e2r.pl script to include a line at the beginning of each entry in the call text including the From: email address if the entry is the result of receiving an email. This was requested to make it easier to see whom the email was from without resorting to viewing the full headers in the History field.
 
Oct 31, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 31, 2004 at 05:04 (automatic).
 
Oct 28, 2004 Submitter: nlil
Modification Modified the X-Users_in_group menu to display the full name along wiith the Remedy login name, as opposed to just the Remedy login name. This menu is used in a variety of places, most notably in the Calls form, attached to the Owner field.
 
Oct 24, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 24, 2004 at 05:04 (automatic).
 
Oct 21, 2004 Submitter: nlil
Correction The filter that creates the Dormant call notifications was accidently duplicated, causing the creation of double dormant notifications for a short time on 10/21/04. The error has been corrected.
 
Oct 19, 2004 Submitter: nlil
Modification Made modifications to the Calls:Search-Mine Active link to correct a bug. The conditions being checked did not include the one where Status=New, which prevented the display of some owned calls. This Active link is invoked when the "Search For Owned Calls" button is selected in the main Calls form. The Active link now displays all owned calls except those that are Status=Closed or Status=Solved.
 
Oct 17, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 17, 2004 at 05:04 (automatic).
 
Oct 13, 2004 Submitter: nlil
Addition Added the menu item "Utils->Schedule with Timekeeper" and the corresponding active link Calls_Launch_Timekeeper to open Timekeeper to the appointments page.
 
Oct 10, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 10, 2004 at 05:04 (automatic).
 
Oct 03, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 3, 2004 at 05:04 (automatic).
 
Sep 26, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 26, 2004 at 05:04 (automatic).
 
Sep 19, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 19, 2004 at 05:04 (automatic).
 
Sep 17, 2004 Submitter: nlil
Modification Modified the User:Get-Owner-Data active links and the associated Perl script (ldap_owner_lookup.pl) to retrieve more data fields from LDAP.
 
Sep 17, 2004 Submitter: nlil
Addition Added the "Solutions" tab and the "Calls" tab to the User form. Also added a button on the "Admin" tab to display all of the "OwnerGroup" entries for the selected owner, and added a "Retire" button on the "Admin" tab to facilitate resetting the appropriate fields when retiring a Remedy user.
 
Sep 17, 2004 Submitter: nlil
Correction Corrected a spelling error in the "services/getsoln.pl" Perl script (offically-> officially).
 
Sep 12, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 12, 2004 at 05:04 (automatic).
 
Sep 06, 2004 Submitter: nlil
Archive Archived 7,465 records from the Calls form using this selection criteria:

   'Create-date' <= "8/1/2002" AND 'Status' >= "Closed"

 
Sep 05, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 05, 2004 at 05:04 (automatic).
 
Aug 29, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 29, 2004 at 05:04 (automatic).
 
Aug 29, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Friday, September 03, 2004 at 09:42 to correct a system problem.
 
Aug 22, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 22, 2004 at 05:04 (automatic).
 
Aug 19, 2004 Submitter: nlil
Modification Modified the "send_dormant.pl" (and send_no-own.pl) Perl script to include a URL for the Call Status web page for the call in question.
 
Aug 18, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Wednesday, August 18, 2004 at 23:51.
 
Aug 17, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Tuesday, August 17, 2004 at 12:07 to correct instabilities.
 
Aug 16, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Monday, August 16, 2004 at 17:15 to correct instabilities.
 
Aug 15, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 15, 2004 at 05:04 (automatic).
 
Aug 08, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 8, 2004 at 05:04 (automatic).
 
Aug 08, 2004 Submitter: nlil
Modification Further refinements to the SPAM/Virus filtering. Sorting suspect email into various folders for later review.
 
Aug 06, 2004 Submitter: nlil
Modification Modified the following workflow components to substitute CustCall for customercall as a qualiication or parameter.
  • Active Link:
    • Calls:Lookup-Cust-Check
    • Calls:New-QCall
    • Calls:Setbut-Findcalls-Email
    • Calls:Setbut-Findcalls-Last
    • Calls:Setbut-Findcalls-Phone
    • Calls:Setbut-Findcalls-Realm
    • Calls:Trashing-Customer
    • ZCalls:Display10-Cust-Int
  • Filter:
    • Calls:982Notify-New-Owner0
    • Calls:982Notify-New-Owner1
    • zCalls:981New-Owner-Avail0
    • zCalls:982Notify-New-Owner1
  • Macro:
    • X-New-Call
 
Aug 06, 2004 Submitter: nlil
Modification Modified the X_Calls/Calls_Clear_Cust.html active link to clear additional fields on the Telecom tab.
 
Aug 03, 2004 Submitter: nlil
Archive Archived 6,980 records from the Calls form using this selection criteria:

   'Create-date' <= "7/1/2002" AND 'Status' >= "Closed"

 
Aug 01, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 1, 2004 at 05:04 (automatic).
 
Jul 29, 2004 Submitter: nlil
Modification Modified the e2r.pl script (inbound email processing) to look for the new PureMessage Virus headers. If "X-Virus-Detected: YES" is present, the inbound email will be rejected and written to an external file for manual review.
 
Jul 27, 2004 Submitter: nlil
Modification Modified the e2r.pl script (inbound email processing) to look for the new PureMessage SPAM headers. Current minimum value is set to 69. Any inbound email with a SPAM score >= 69 will be rejected and written to an external file for manual review.
 
Jul 25, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 25, 2004 at 05:04 (automatic).
 
Jul 24, 2004 Submitter: nlil
Modification Made modifications to the "send_ack.pl" Perl script to include a URL to direct the customer to the web status page for the subject call.
 
Jul 22, 2004 Submitter: nlil
Modification Made modifications to the e2r.pl script to make it easier for me to bounce "real" emails out of the spam file and back into the correct Remedy workgroup after reviewing the rejected emails.
 
Jul 18, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 18, 2004 at 05:04 (automatic).
 
Jul 11, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 11, 2004 at 05:04 (automatic).
 
Jul 04, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 4, 2004 at 05:04 (automatic).
 
Jul 01, 2004 Submitter: nlil
Modification Made modifications to the workflow that colors the label of the Customer tab such that CALS CES customers would be labeled in purple. This will serve as a visual indicator to help desk staff so that they can quickly pass these calls onto the CALS_CES workgroup for resolution.
 
Jul 01, 2004 Submitter: nlil
Archive Archived 7,747 records from the Calls form using this selection criteria:

   'Create-date' <= "6/1/2002" AND 'Status' >= "Closed"

 
Jun 27, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 27, 2004 at 05:04 (automatic).
 
Jun 20, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 20, 2004 at 05:04 (automatic).
 
Jun 13, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 13, 2004 at 05:04 (automatic).
 
Jun 07, 2004 Submitter: nlil
Archive Archived 6,935 records from the Calls form using this selection criteria:

   'Create-date' <= "5/1/2002" AND 'Status' >= "Closed"

 
Jun 06, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 6, 2004 at 05:04 (automatic).
 
Jun 03, 2004 Submitter: nlil
Addition Added a new product: "IT_PT_Projects" to track ITD projects available for part-time staff to work on. Project list can be viewed at:

    http://help.ncsu.edu/services/pt_proj_list.pl

 
Jun 02, 2004 Submitter: nlil
Modification Modified the e2r.pl Perl script to allow additional types of unwanted email messages to be reinserted into the Remedy system through the POLICY workgroup.
 
May 30, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 30, 2004 at 05:04 (automatic).
 
May 24, 2004 Submitter: nlil
Correction The overnight job to refresh the Remedy customer data failed on Monday morning, leaving an empty customer data table. Normal procedure for this type of occurance is to reload the Remedy customer data from a backup copy of the table. When the problem was discovered, and the reload was attempted at 8:00 AM Monday, the reload failed becuase the database server was not able to aquire enough locks. The Remedy server was shutdown for five minutes to allow for the reloading of the customer data table from the backup. Remedy services were fully restored at 8:15 AM.
 
May 23, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 23, 2004 at 05:04 (automatic).
 
May 23, 2004 Submitter: nlil
Correction The Remedy customer data update operation apparently failed on Saturday morning, leaving the customer data table empty. The problem was discovered at 10:00 PM on Sunday, and the backup copy was placed into production. All (non-TRASH) calls created since Saturday morning have been reviewed and associated with the correct customer.
 
May 16, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 16, 2004 at 05:04 (automatic).
 
May 16, 2004 Submitter: nlil
Modification Made additional modifications to the filter X_Calls/Calls_968Delete_All_Events to also delete entries from the SH_Events table when entries are deleted from the Events table. These two tables need to be kept in sync.
 
May 12, 2004 Submitter: nlil
Modification Made modifications to the filter X_Calls/Calls_968Delete_All_Events to use direct SQL calls instead of using the existing Perl script. The Perl script was causing too much load on the system when large blocks of calls are deleted, such as when archiving old calls or emptying the TRASH workgroup.
 
May 12, 2004 Submitter: nlil
Archive Archiving continues... all CLOSED calls created prior to 4/1/2002 have been archived. Total archived calls this session = 5,599.
 
May 09, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 9, 2004 at 05:04 (automatic).
 
May 09, 2004 Submitter: nlil
Modification Adjusted the SpamAssin threashold number down to 3.9.
 
May 08, 2004 Submitter: nlil
Addition Created a new Active Link X_Calls/Calls_Trashing_WWW to warn Remedy user when moving calls with an Origin of "WWW" into the TRASH workgroup.
 
May 07, 2004 Submitter: nlil
Modification Adjusted the SpamAssin threashold number down to 4.0.
 
May 05, 2004 Submitter: nlil
Modification Made additional adjustments to the e2r.pl script. Moved the section of code that checks for "bad" URLs so that it is not executed for email messages that are followups to existing calls.
 
May 04, 2004 Submitter: nlil
Modification Adjusted the SpamAssin threashold number down to 4.2 to see if we could catch a few more.
 
May 02, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 2, 2004 at 05:04 (automatic).
 
Apr 28, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Sunday, April 28, 2004 at 12:10 to correct instability.
 
Apr 28, 2004 Submitter: nlil
Modification Adjusted the SpamAssin threashold number down to 4.5 to see if we could catch a few more.
 
Apr 26, 2004 Submitter: nlil
Modification Adjusted the SpamAssin threashold number down to 4.8 to see if we could catch a few more.
 
Apr 25, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 25, 2004 at 05:04 (automatic).
 
Apr 22, 2004 Submitter: nlil
Modification Made changes to the Perl script "e2r.pl" which processes inbound Remedy email. The changes are in the part of the script that sends a copy of an inbound email message to a "shadow" email address for selected workgroups. The script was modified so as to preserve some email headers that were not included in the previous version. These headers include:
  • MIME-Version:
  • Content-Type:
  • Content-Transfer-Encoding:
  • Importance:
The inclusion of these headers should make the emitted email messages more compliant, and preserve the structure of the original email, allowing the original attachments to be viewed/saved. The downside of this change is that in certain situations, the "original email headers" that are appended to the shadow email may not be visible.
 
Apr 18, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 18, 2004 at 05:04 (automatic).
 
Apr 15, 2004 Submitter: nlil
Modification Modified the sendmail.cf file on the Remedy server to specify a "smart relay" server to use to deliver outbound email. Specified "smtp.ncsu.edu" as the smart relay. This action is taken as a result of having the Remedy server flagged as a SPAM source by AOL.
 
Apr 11, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 11, 2004 at 05:04 (automatic).
 
Apr 09, 2004 Submitter: nlil
Modification Further modifications to the "events.pl" Perl script to rearrange the sequence of events. Now deleting events before fetching fields from the call record, in case the script is being called to cleanup events related to a deleted call.
 
Apr 07, 2004 Submitter: nlil
Modification Modified the "events.pl" Perl script so that it does not create survey events for closed calls which have the "Duplicate call" product associated.
 
Apr 04, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 4, 2004 at 05:04 (automatic).
 
Mar 28, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 28, 2004 at 05:04 (automatic).
 
Mar 26, 2004 Submitter: nlil
Addition Added the OUC Cross-reference worksheet to the downloads section of the Remedy Project web site. This file is useful when reporting, and wanting to convert OUC numbers into the corresponding Unit name.
 
Mar 21, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 21, 2004 at 05:04 (automatic).
 
Mar 14, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 14, 2004 at 05:04 (automatic).
 
Mar 07, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 7, 2004 at 05:04 (automatic).
 
Mar 06, 2004 Submitter: nlil
Modification The send_dormant.pl Perl script was modified to include the Action field from the call and to reformat the output slightly.
 
Feb 29, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 29, 2004 at 05:04 (automatic).
 
Feb 26, 2004 Submitter: nlil
Modification Addition to and rearrangement of the ResNet products menu.
 
Feb 26, 2004 Submitter: nlil
Addition Added "Product Name" to the results list for the Calls form.
 
Feb 22, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 22, 2004 at 05:04 (automatic).
 
Feb 15, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 15, 2004 at 05:04 (automatic).
 
Feb 12, 2004 Submitter: nlil
Modification Modified the sendemail.pl script so that the X-Sender: header included in outbound email messages contains the name of the Remedy workgroup as Group=_groupname_.
 
Feb 08, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 08, 2004 at 05:04 (automatic).
 
Feb 05, 2004 Submitter: nlil
Archive Archiving continues... all CLOSED calls created prior to 2/1/2002 have been archived. Total archived calls = 280,838.
 
Feb 05, 2004 Submitter: nlil
Modification Modified the specifications for the Solution search results table in the Calls form to substitute the "Problem Description" for the "Solution Description", since the solution description is not always descriptive enough to identify the correct solution.
 
Feb 05, 2004 Submitter: nlil
Modification Moodified the lookup_cust SQL stored procedure to include policy violation data as one of the returned values. This is to correct an omission when the inclusion of policy violation data was previously introduced on 01/20/04).
 
Feb 04, 2004 Submitter: nlil
Archive Archiving continues... all CLOSED calls created prior to 2/1/2001 have been archived. Total archived calls = 198,118.
 
Feb 02, 2004 Submitter: nlil
Update Extended ARS_prod database by 1536000 pages on disk mirror3_dev
 
Feb 02, 2004 Submitter: nlil
Archive Moved 122,027 call records from the production tables (X-Calls) to the archive tables (X-Archive) ranging from 7/1/1997 to 12/31/1999.
 
Feb 01, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 01, 2004 at 05:04 (automatic).
 
Jan 25, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 25, 2004 at 05:04 (automatic).
 
Jan 23, 2004 Submitter: nlil
Modification In an ongoing effort to improve the responsiveness of the Remedy system, The following modifications were made:
  • On the X_Calls(T41) table, the index on the "External Call ID(C536870912)" field was dropped, and an index was created for the "Status(C7)" field. Now, all of the columns referenced in the query for "Search All My Workgroups" are indexed. This should result in a general improvement in most queries that reference "Status".
  • The macro invoked when searching for all calls associated with a particular customer has been optimized. The previous version resulted in a query of the form:
       WHERE (T41.C536870964 LIKE '%999999999%')
    instead of:
       WHERE (T41.C536870964 = '999999999')

    C536870964 was already indexed. This has resulted in a dratamitic improvement in response to this query.

 
Jan 23, 2004 Submitter: nlil
Modification Modified the Perl script "updateauthorkeywords" so that the generated SQL commands are not split across multiple lines. This will make the SQL logs cleaner, and thus, reduce the amount of effort needed to "prepare" the log files for post processing.
 
Jan 20, 2004 Submitter: nlil
Modification Modified the SQL stored procedure "lookup_cust_nossn" to return the newly included policy violation data now in the ncsu_people_info table. The active link "Calls:Display15-Cust-Policy" was added to enhance the display of the data, if present.
 
Jan 18, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 18, 2004 at 05:04 (automatic).
 
Jan 11, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 11, 2004 at 05:04 (automatic).
 
Jan 08, 2004 Submitter: nlil
Correction The remedy system was unavailable on Thursday, January 08, 2004 from 14:41 to 14:48 due to an accidental restart of the Remedy server.
 
Jan 08, 2004 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Thursday, January 08, 2004 at 21:12 to cleanup after sloppy restart earlier in the day.
 
Jan 04, 2004 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, January 04, 2004 at 05:04 (automatic).
 
Dec 28, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 28, 2003 at 05:04 (automatic).
 
Dec 21, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 21, 2003 at 05:04 (automatic).
 
Dec 14, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 14, 2003 at 05:04 (automatic).
 
Dec 07, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 07, 2003 at 05:04 (automatic).
 
Dec 05, 2003 Submitter: nlil
Update Updated pager email addresses for all Remedy users with "Pagenet" addresses to use the new format of:

   [10digitnumber]@archwirless.net

 
Nov 30, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 30, 2003 at 05:04 (automatic).
 
Nov 23, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 23, 2003 at 05:04 (automatic).
 
Nov 16, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 16, 2003 at 05:04 (automatic).
 
Nov 09, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 09, 2003 at 05:04 (automatic).
 
Nov 03, 2003 Submitter: nlil
Outage (Unscheduled) The Remedy UNIX server became unresponsive at approximately 12:45 AM on 11/03/03. The system was restarted, and was returned to service at 2:00 AM on 11/03/03.
 
Nov 03, 2003 Submitter: nlil
Modification The Active Link Calls_Fetch_Solns has been modified such that the results of searching for solutions from the Solutions tab of the Calls form will only return solutions with a status of "Draft", "Reviewed" or "Published", and will no longer include "Retired" in the results list. This change was accomplished by replacing the SQL stored procedure "fetch_solns" with a new version (fetch_solns_noretired"), which includes the qualification of "Status < 3" in the select statement used to select solutions.
 
Nov 02, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, November 02, 2003 at 05:04 (automatic).
 
Oct 26, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 26, 2003 at 05:04 (automatic).
 
Oct 23, 2003 Submitter: nlil
Modification The following workgroups were renamed as indicated:
  • LTS -> DELTA_LTS
  • VIDEO -> DELTA_VCS
  • WEBCT -> DELTA_WEBCT
 
Oct 21, 2003 Submitter: nlil
Addition Added a new Origin designation of "IM" to the Calls form.
 
Oct 19, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 19, 2003 at 05:04 (automatic).
 
Oct 15, 2003 Submitter: nlil
Update Extending database ARS_prod by 512000 pages on disk mirror3_dev.
 
Oct 12, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 12, 2003 at 05:04 (automatic).
 
Oct 10, 2003 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Friday, October 10, 2003 at 03:00 to cleanup after overload on 10/09/03. See Sysnews for additional information.
 
Oct 10, 2003 Submitter: nlil
Update A new version of the send_ack.pl script was installed to implement a new feature. This script will decline to send acknowledgements if the target email address of the acknowledgement is any one of several email addresses contained in a parameter file.
 
Oct 05, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, October 5, 2003 at 05:04 (automatic).
 
Oct 01, 2003 Submitter: nlil
Modification Adjusted the SpamAssin threashold number from 5.9 to 5.4 to see if we could catch a few more.
 
Sep 28, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 28, 2003 at 05:04 (automatic).
 
Sep 21, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 21, 2003 at 05:04 (automatic).
 
Sep 16, 2003 Submitter: nlil
Addition Made additions to and re-arranged several items in the Products menu.
 
Sep 15, 2003 Submitter: nlil
Addition Made additions to and re-arranged several items in the Products menu.
 
Sep 14, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, September 14, 2003 at 05:04 (automatic).
 
Sep 07, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, september 7, 2003 at 05:04 (automatic).
 
Sep 05, 2003 Submitter: nlil
Addition Added IT_EMAIL to the list of workgroups which require a Product designation.
 
Sep 01, 2003 Submitter: nlil
Modification Modified the send_dormant.pl script to shorten the message that is delivered to pagers for NCO and dormant notifications. The "time since reported", "time since modified" and priority were removed from the page.
 
Aug 31, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 31, 2003 at 05:04 (automatic).
 
Aug 25, 2003 Submitter: nlil
Correction Reloaded 8 days worth of NDS Login data. NDS Login data had not been loading correctly for several days due to changes on the NDS FTP server.
 
Aug 24, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 24, 2003 at 05:04 (automatic).
 
Aug 22, 2003 Submitter: nlil
Modification Made additional modification to the e2r.pl script to expand the list of From: addresses that are rejected.
 
Aug 21, 2003 Submitter: nlil
Modification Made modifications to the e2r.pl script so as to reject (and log) any email from MAILER-DAEMON that was not associated with an existing call. This change was made in an effort to reduce the volume of inbound virus notifications resulting from the recent increase in email virus activity.
 
Aug 18, 2003 Submitter: nlil
Modification Made modifications to the filter Calls:500Set_Assignee_Group to exclude the SECURITY workgroup, as requested by the workgroup manager. This change makes calls in this workgroup accessible by anyone with a valid Remedy login. Also updated the database to modify the assignee_group for all previously existing calls in this workgroup, making them accessible by anyone with a valid Remedy login.
 
Aug 17, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 17, 2003 at 05:04 (automatic).
 
Aug 15, 2003 Submitter: nlil
Modification The "e2r.pl" script has been modified to adjust the way that the X-Remedy-Customer: header is processed. Now, this header is processed last, giving it precedence over other possible sources of customer information.
 
Aug 14, 2003 Submitter: nlil
Correction At 11:11 AM, an untested script was accidently installed on the NC State Remedy server. This resulted in eight (8) inbound email messages being rejected, from seven (7) different email addresses. The senders were contacted by email, informed of the error, and invited to resend their original question or request. The problem was corrected at 11:19 AM.
 
Aug 10, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 10, 2003 at 05:04 (automatic).
 
Aug 03, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, August 03, 2003 at 05:04 (automatic).
 
Aug 01, 2003 Submitter: nlil
Modification Modified the ActiveLink Calls:No-Null-Product to include the CONSULT workgroup in the list of workgroups requiring a Product.
 
Jul 27, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 27, 2003 at 05:04 (automatic).
 
Jul 20, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 20, 2003 at 05:04 (automatic).
 
Jul 19, 2003 Submitter: nlil
Modification Made modifications to the "global.ini" file used by the e2r.pl script. Changed the "realm" definition to include a "^" character at the beginning of each of the strings to prevent inadvertant matching of non-realm domains ending in "ncsu.edu".
 
Jul 17, 2003 Submitter: nlil
Modification Adjusted the SpamAssin threashold number from 6.0 to 5.9 to see if we could catch a few more. So far, no false positives.
 
Jul 13, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 13, 2003 at 05:04 (automatic).
 
Jul 06, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 06, 2003 at 05:04 (automatic).
 
Jun 29, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 29, 2003 at 05:04 (automatic).
 
Jun 22, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 22, 2003 at 05:04 (automatic).
 
Jun 15, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 15, 2003 at 05:04 (automatic).
 
Jun 08, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 8, 2003 at 05:04 (automatic).
 
Jun 08, 2003 Submitter: nlil
Modification Modified getsoln.pl and foundsoln.pl scripts to prepare for Google indexing.
 
Jun 06, 2003 Submitter: nlil
Modification Made modifications to the QC:Lookup-Wg_Menu active link to specify the correct server name.
 
Jun 01, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 1, 2003 at 05:04 (automatic).
 
Jun 01, 2003 Submitter: nlil
Modification Modified the ftp login in the parse_logs.pl script to utilize contextless login.
 
May 25, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 25, 2003 at 05:04 (automatic).
 
May 23, 2003 Submitter: nlil
Modification Made a modification to the e2r.pl script to improve the information that is included in the History of a call. Specifically, the customer ID number is now included in the history if appropriate.
 
May 21, 2003 Submitter: nlil
Addition Created a new workgroup for PAMS Math department support (PAMS_MATH).
 
May 18, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 18, 2003 at 05:04 (automatic).
 
May 11, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 11, 2003 at 05:04 (automatic).
 
May 04, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, May 4, 2003 at 05:04 (automatic).
 
Apr 27, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 27, 2003 at 05:04 (automatic).
 
Apr 23, 2003 Submitter: nlil
Modification The IES_ADMIN workgroup was renamed and reconfigured into the IES_FACIL workgroup.
 
Apr 20, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 20, 2003 at 05:04 (automatic).
 
Apr 18, 2003 Submitter: nlil
Update The script that displays Remedy solutions as web pages (getsoln.pl) has been modified so that it will now attempt to WRAP authenticate anyone requesting an "NCSU Only" solution from a browser that is not recognized as an "on campus" IP address. This deployment aslo includes "auto-wrapping" of text lines to 80 characters, to improve readability.
 
Apr 13, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 13, 2003 at 05:04 (automatic).
 
Apr 07, 2003 Submitter: nlil
Modification Renamed the NCSSYSTEMS workgroup to NCS_SYSTEMS.
and then...
Renamed NCS_SYSTEMS to NCS_SYS (which was the original intent).
 
Apr 06, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 6, 2003 at 05:04 (automatic).
 
Apr 02, 2003 Submitter: nlil
Modification Made modifications to the "e2r.pl" Perl script to support a new header on inbound email into the Remedy system:

   X-Remedy-Callid:   nnnnnnnn

If present, and numeric, the value specified is interpreted as the call number of an existing call, just as though it was parsed from the Subject: header. If both X-Remedy-Callid: and Subject: contain a call number, the call number in the Subject header will take precedence.
 
Mar 30, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 30, 2003 at 05:04 (automatic).
 
Mar 28, 2003 Submitter: nlil
Update The Remedy client for Solaris has been upgraded to version 4.05.01 with patch 1105. This change corrects a problem with the previous version, which was causing corruption of the users Remedy password.
 
Mar 23, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 23, 2003 at 05:04 (automatic).
 
Mar 23, 2003 Submitter: nlil
Modification Renamed the VET workgroup to CVM.
Renamed the THIS workgroup to CVM_THIS.
 
Mar 16, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 16, 2003 at 05:04 (automatic).
 
Mar 12, 2003 Submitter: nlil
Modification The "send_dormant.pl" Perl script was modified to implement a new type of notification. This notification will notify a call owner (if the call has an owner) if the call has remained dormant for a specified time. This notification differs from the original dormant notification in that it notifies the call owner, rather than the individuals specified in a particular tier group.
 
Mar 09, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 9, 2003 at 05:04 (automatic).
 
Mar 07, 2003 Submitter: nlil
Modification The qualification for Active Link Calls:No-Null-Product was modified to include "$OPERATION$ = "CREATE"" to correct a problem which allowed a call to be created without a Product.
 
Mar 03, 2003 Submitter: nlil
Update The sendmail process running on the Remedy UNIX server has been upgraded to address the vulnerability described in:

    http://www.cert.org/advisories/CA-2003-07.html
    http://www.iss.net/issEn/delivery/xforce/alertdetail.jsp?oid=21950

 
Mar 02, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 2, 2003 at 05:04 (automatic).
 
Mar 01, 2003 Submitter: nlil
Modification Renamed the REALMHARD workgroup to IT_HARDWARE.
 
Feb 28, 2003 Submitter: nlil
Outage (Unscheduled) The Remedy system became unresponsive as a result of exhausting the available space in the tempdb database on the Remedy database server at approximately 11:15 AM no Friday, February 28, 2003. The database was expanded, and the system was restored to full functionality about 10 minutes later.
 
Feb 26, 2003 Submitter: nlil
Modification Renamed the CC_MEDIA workgroup to IT_MEDIA.
 
Feb 23, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Feb 23, 2003 at 05:04 (automatic).
 
Feb 22, 2003 Submitter: nlil
Addition Added a new Active Link (Calls:Trashing-Customer) to warn against placing a call into the TRASH workgroup if there is a customer associated with the call.
 
Feb 16, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Feb 16, 2003 at 05:04 (automatic).
 
Feb 15, 2003 Submitter: nlil
Modification Renamed the HMN_COPYRIGHT workgroup to COPYRIGHT.
 
Feb 14, 2003 Submitter: nlil
Addition Added two entries to the "Utils" menu to allow for copying the email address of the call owner to either the To: or Cc: fields of the Email tab. This is accomplished by the following two active links: and two new entries in the "Utils" menu.
 
Feb 13, 2003 Submitter: nlil
Modification Made modifications to the Calls_Email_Inc_Text_All and Calls:Email-Inc-Text-Last so that they no longer clear the email text field before including the appropriate text.
 
Feb 10, 2003 Submitter: nlil
Modification Made modifications to the "realm" definition in "global.ini" to include "ncsu.edu" as a valid domain name for Unity/Eos addresses. Use of the "userid@ncsu.edu" convention is becoming more prevelant, but the script was not checking for this as a valid domain.
 
Feb 09, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Feb 9, 2003 at 05:04 (automatic).
 
Feb 02, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Feb 2, 2003 at 05:04 (automatic).
 
Jan 26, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Jan 26, 2003 at 05:04 (automatic).
 
Jan 19, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Jan 19, 2003 at 05:04 (automatic).
 
Jan 17, 2003 Submitter: nlil
Modification Reorganized the email-related products in the Products menu, and added additional email-related products.
 
Jan 16, 2003 Submitter: nlil
Modification The IMAP workgroup has been renamed to IT_EMAIL, and will now serve as the target for all ITD email services issues.
 
Jan 12, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Jan 12, 2003 at 05:04 (automatic).
 
Jan 07, 2003 Submitter: nlil
Update Remedy UNIX server and database server were rebooted on Tuesday, Jan 7, 2003 at 07:00 to install new hardware on the database server. See:

    http://sysnews.ncsu.edu/news/3e15ffdd
 
Jan 05, 2003 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Jan 5, 2003 at 05:04 (automatic).
 
Dec 29, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Dec 29, 2002 at 05:04 (automatic).
 
Dec 22, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Dec 22, 2002 at 05:04 (automatic).
 
Dec 15, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Dec 15, 2002 at 05:04 (automatic).
 
Dec 11, 2002 Submitter: nlil
Addition Added the Origin of "Lab" to the Calls form.
 
Dec 08, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Dec 08, 2002 at 05:04 (automatic).
 
Dec 01, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Dec 01, 2002 at 05:04 (automatic).
 
Nov 24, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Nov 24, 2002 at 05:04 (automatic).
 
Nov 17, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Nov 17, 2002 at 05:04 (automatic).
 
Nov 10, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Nov 10, 2002 at 05:04 (automatic).
 
Nov 03, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, Nov 3, 2002 at 05:04 (automatic).
 
Nov 01, 2002 Submitter: nlil
Addition Added workflow to record history on specific fields in the User form.
 
Oct 29, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Tuesday Oct 29 2002 at 11:44 to correct a performance problem.
 
Oct 27, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, October 27, 2002 at 05:04 (automatic).
 
Oct 20, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, October 20, 2002 at 05:04 (automatic).
 
Oct 13, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, October 13, 2002 at 05:04 (automatic).
 
Oct 06, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, October 6, 2002 at 05:04 (automatic).
 
Oct 02, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Wednesday, October 2, 2002 at 00:04.
 
Oct 01, 2002 Submitter: nlil
Outage (Unscheduled) Remedy system came under heavy load as a result of processing a large backlog of events queued from junk calls created during an email loop on Saturday, 9/28/02. System was restarted at 08:08. Response was sluggish for much of the morning as backlog was processed in a controlled manner. System returned to normal functionality around 11:30.
 
Oct 01, 2002 Submitter: nlil
Modification Made modifications to the send_dormant.pl script to include better error processing in the event that the referenced call has been deleted. Script will now delete the calling event, and end more gracefully.
 
Sep 29, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, September 29, 2002 at 05:04 (automatic).
 
Sep 22, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, September 22, 2002 at 05:04 (automatic).
 
Sep 18, 2002 Submitter: nlil
Update Extended database ARS_prod by 156672 pages on disk mirror2_dev.
 
Sep 17, 2002 Submitter: nlil
Modification Renamed the MacOS product to MacOS X, added the MacOS 9 product, and made them sub-menus of the MacOS product.
 
Sep 17, 2002 Submitter: nlil
Correction Re-enabled logging of Web queries against the Help database. Logging was inadvertantly disabled while testing a new "parseit.pl" script. The logging was off since Thu Aug 22 10:24:47 EDT 2002.
 
Sep 15, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, September 15, 2002 at 05:04 (automatic).
 
Sep 15, 2002 Submitter: nlil
Modification Modified the "Results List" of fields returned in the browser for the Calls form to include the "Action" field.
 
Sep 12, 2002 Submitter: nlil
Modification Disabled the IT_CD workgroup. This workgroup is not currently needed. All calls in that workgroup were moved to the TRASH workgroup. The alias in /etc/aliases has been redirected to the CONSULT workgroup.
 
Sep 11, 2002 Submitter: nlil
Addition Added an additional email address to the addresses allowed through the e2r.pl filtering for "Postmaster@gw.fis.NCSU.EDU". List now includes:
  • hrreque@gw.fis.NCSU.EDU
 
Sep 11, 2002 Submitter: nlil
Update Installed patch 33 for RemedyWeb 4.1 to update the security certificate embedded in the RemedyWeb product, which was going to expire on September 15, 2002.
This was accomplished by replacing /llocal/ar/rweb/ARJ/arweb.jar with a newer version supplied by the vendor.
 
Sep 08, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, September 8, 2002 at 05:04 (automatic).
 
Sep 05, 2002 Submitter: nlil
Modification Modified the e2r.pl script to be more discriminating in what it rejects. Previously, the script was screening on the "Sender:" header only, looking for "Postmaster@gw.fis.NCSU.EDU". Now, the script will allow these emails through if the "From:" address is one of the following:
  • hrprod@gw.fis.NCSU.EDU
  • finprod@gw.fis.NCSU.EDU
  • finreque@gw.fis.NCSU.EDU
  • finperf@gw.fis.NCSU.EDU
 
Sep 01, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, September 1, 2002 at 05:04 (automatic).
 
Aug 31, 2002 Submitter: nlil
Modification Made modifications to e2r.pl script to ignore deferred email (Subject: Warning: could not send message for past 4 hours). This is a temporary measure until I can improve the script. The Groupwise server is down for maintenance, and as a result, normal Remedy notifications to Remedy users on GW are being deferred. These defers were resulting in the creation of a number of new (unneeded) calls. Also modified the "send_dormant.pl" script so that the "Reply-To:" header is now "nobody@remedy.ncsu.edu". This will cut down on the number of unneeded calls too, since it is the replys to the notifications that are causing the problems.
 
Aug 25, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, August 25, 2002 at 05:04 (automatic).
 
Aug 19, 2002 Submitter: nlil
Modification Made modifications to the services/getsoln.pl script to properly encode solutions that contain the ">" and "<" characters so that they are displayed correctly in a web browser.
 
Aug 18, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, August 18, 2002 at 05:04 (automatic).
 
Aug 11, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, August 11, 2002 at 05:04 (automatic).
 
Aug 09, 2002 Submitter: nlil
Correction A sendmail configuration error caused the Remedy server to reject some email from 10:00 AM 8/9/02 to 12:30 PM on 8/9/02. See Remedy call 395876 for additional information.
 
Aug 08, 2002 Submitter: nlil
Modification Made changes to the Groups form and the sendemail.pl script to implement custom From: addresses in outgoing Remedy email. The from address field was added to the form, and the script will check for it, and use it if defined. Otherwise, the script will use the default (The Help Desk <HELP@NCSU.EDU>).
 
Aug 07, 2002 Submitter: nlil
Modification Product menu converted from flat to hierarchical.
 
Aug 05, 2002 Submitter: nlil
Addition Installed new graphics and navigation aids on the Help Database search pages and other associated pages. ( http://remedy.ncsu.edu )
 
Aug 04, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, August 4, 2002 at 05:04 (automatic).
 
Jul 31, 2002 Submitter: nlil
Modification Modified the e2r.pl script to ignore new calls from "Postmaster@gw.fis.NCSU.EDU". These are assumed to be "vacation" messages, and only result in unnecessary calls.
 
Jul 28, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, July 28, 2002 at 05:04 (automatic).
 
Jul 25, 2002 Submitter: nlil
Addition Created a new ActiveLink Calls:Trash_Call to facilitate putting calls into the TRASH workgroup. Added a menu item to the Utils menu, and also an icon on the toolbar.
 
Jul 21, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, July 21, 2002 at 05:04 (automatic).
 
Jul 14, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, July 14, 2002 at 05:04 (automatic).
 
Jul 07, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, July 7, 2002 at 05:04 (automatic).
 
Jul 05, 2002 Submitter: nlil
Modification Using new sendmail to allow blocking inbound email based on To: or From: email headers. Currently blocking:
  • webmaster@aol.net "550 Blocked to prevent email loops"
  • yahoogroups.com "550 Blocked to prevent automatic subscription"
 
Jul 03, 2002 Submitter: nlil
Modification Modified sendmail configuration files to allow for blocking incoming email from selected hosts or domains. Currently blocking:
  • *.groups.yahoo.com
  • *.grp.scd.yahoo.com
  • *.websys.aol.com
 
Jul 01, 2002 Submitter: nlil
Modification Retired the ITECS_PROJ workgroup as requested by ITECS staff.
 
Jun 30, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, June 30, 2002 at 05:04 (automatic).
 
Jun 26, 2002 Submitter: nlil
Outage (Unscheduled) The Remedy Unix server was restarted on Wednesday, June 26, 2002 at 09:30 to correct problems resulting from an incomplete load of Remedy customer data. There was no loss of data, but some calls may need to have the customer re-linked.
 
Jun 23, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, June 23, 2002 at 05:04 (automatic).
 
Jun 17, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, June 16, 2002 at 05:04 (automatic).
 
Jun 17, 2002 Submitter: nlil
Modification Merged changes from e2r_prod.pl into e2r.pl for -r (product) support on incoming email messages.
 
Jun 11, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, June 2, 2002 at 05:04 (automatic).
 
Jun 11, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, June 9, 2002 at 05:04 (automatic).
 
May 26, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, May 26, 2002 at 05:04 (automatic).
 
May 25, 2002 Submitter: nlil
Outage (Unscheduled) The Remedy UNIX server and database server were reastarted on Saturday, May 25, 2002 at 22:38 following the Hillsborough Bldg. power outage.
 
May 19, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, May 19, 2002 at 05:04 (automatic).
 
May 12, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, May 12, 2002 at 05:04 (automatic).
 
May 05, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, May 5, 2002 at 05:04 (automatic).
 
May 05, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Sunday, May 5, 2002 at 20:36 to test a new startup sequence.
 
May 04, 2002 Submitter: nlil
Addition Added "Emergency" as a new entry in the Calls Priority menu. This selection is used in background processes, and can not be set using the User Tool. Added the following ActiveLinks to enforce this policy:
Calls_UpdatePriority0
Calls_UpdatePriority1
 
May 03, 2002 Submitter: nlil
Modification Locked down the HMN_COPYRIGHT workgroup. One must now be a member of the HMN_COPYRIGHT workgroup in order to view the text of call in said workgroup.
 
Apr 28, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, April 28, 2002 at 05:04 (automatic).
 
Apr 21, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, April 21, 2002 at 05:04 (automatic).
 
Apr 14, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, April 14, 2002 at 05:04 (automatic).
 
Apr 12, 2002 Submitter: nlil
Addition Added a new filter X_Calls/Calls_756Status_Check designed to inform the Remedy user that the call Status is being set to "Solved". This change is designed to avoid the problems caused when Remedy changes the Status, and the Remedy user does not notice.
 
Apr 07, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, April 7, 2002 at 05:04 (automatic).
 
Apr 07, 2002 Submitter: nlil
Modification Set Remedy server to listen on port 33000 and notifier to listen on port 43000. This will allow for remote monitoring of the Remedy system.
 
Apr 04, 2002 Submitter: nlil
Modification Modified the "Run If" criteria on the X_Calls/Calls_Display22_Hide_Text active link, and created X_Calls/Calls_Display21_Hide_Text to make it possible for members of the Administrator workgroup to see the text of calls in the secure workgroups without being members of these workgroups.
 
Apr 03, 2002 Submitter: nlil
Modification Reordered the nameserver entries in "/etc/resolv.conf" such that the nameservers that are outside of the Hillsborough Bldg. are lower down in the list, and would not be used as the primary nameserver for the Remedy server.
 
Apr 02, 2002 Submitter: nlil
Modification Disabled the /llocal/ar/bin/restart_logs shell script. "cat"ing to an open file does not reset it. Will use the "Max Logfile Size" parameter in the Remedy admin tool to control SQL log file sizes.
 
Apr 02, 2002 Submitter: nlil
Addition Added new escalation ( X_Calls/Calls_Empty_Trash ) to remove old calls from the TRASH workgroup.
 
Apr 01, 2002 Submitter: nlil
Modification Made modifications to the /llocal/ar/bin/restart_logs shell script. The script now greps the /etc/ar.conf file to determine the name of the SQL log file, makes a copy of the current log file, and then cat's /dev/null into the active log file.

This change was necessary because the old method of restarting the logs (using a "kill -USR1...") doesn't work with version 4.5.2 of the Remedy server, and the Remedy supplied replacement utility (arsignal) doesn't work.

Also changed the frequency at which this script is run (via cron). Now it runs at: 0,6,8,10,12,14,16,18.

 
Mar 31, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, March 31, 2002 at 05:04 (automatic).
 
Mar 29, 2002 Submitter: nlil
Modification Made modifications to the parse_logs script to utilize the Net::FTP module instead of the "ftpget" script, and changed the name of the ftp server to "ftpnds.ncsu.edu".
 
Mar 27, 2002 Submitter: nlil
Outage (Unscheduled) The Remedy system became unresponsive at approximately 15:30 on March 27,2002. The system was restarted and returned to full functionality at 16:30. There was no loss of data.
 
Mar 24, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, March 24, 2002 at 05:04 (automatic).
 
Mar 17, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, March 17, 2002 at 05:04 (automatic).
 
Mar 12, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Tuesday, March 12, 2002 at 13:03 to correct a communications problem between the Remedy server and the database server. The system was unavailable for approximately 45 minutes.
 
Mar 10, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, March 10, 2002 at 05:04 (automatic).
 
Mar 08, 2002 Submitter: nlil
Modification Made a modification to the qualification for the filter X_Calls/Calls_950Update_event_NoOwn to correct a problem with event creation. The filter was not checking for a change in state of priority, and thus, was not recreating the Dormant and NCO events when it should have been.
 
Mar 08, 2002 Submitter: nlil
Modification Modified the Remedy Survey system so that calls whose Origin="Project" will not receive survey offers. This involved changing the run qualification on X_Calls/Calls_916Write_History_Survey and X_Calls/Calls_967Create_event_Survey, and the creation of a new filter, X_Calls/Calls_918Write_History_Survey to include a message in the call history.
 
Mar 03, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, March 3, 2002 at 05:04 (automatic).
 
Mar 03, 2002 Submitter: nlil
Addition Added fields and active link to create a "session duration" display in the NDS_Logins tab in the Calls form. The duration field was added in the NDS_Logins form. The "duration field was included into the query for the NDS_Log table. The Calls_NDS_LogDuration active link does the formatting on row choice in the table.
 
Feb 27, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Wednesday, February 27, 2002 at 12:34 to recover from database server failure. See Sysnews for additional details.
 
Feb 25, 2002 Submitter: nlil
Modification Made modifications to the following filters: to correct a long standing bug. These filters are invoked to send an email notification to the Remedy call owner whenever a call is assigned to them. The bug was preventing the inclusion of the last entry in the call log in the email notification, unless the Remedy call owner was also a member of the "Administrator" workgroup.
 
Feb 24, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, February 24, 2002 at 05:04 (automatic).
 
Feb 16, 2002 Submitter: nlil
Modification Modified the HTML emitted by the services/callinfo/findcall_new.pl script so that "textarea wrap='on'" is included in the output. This will cause the call text to wrap instead of scroll for long lines.
 
Feb 10, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, February 10, 2002 at 05:04 (automatic).
 
Feb 07, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, February 17, 2002 at 05:04 (automatic).
 
Feb 03, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, February 3, 2002 at 05:04 (automatic).
 
Feb 01, 2002 Submitter: nlil
Modification As previously announced in:

    http://remedy.ncsu.edu/project/news/2002_01.html

the background colors on all Remedy screens have been restored to their default values, and control over color choices is now a function of the Remedy User Tool.

 
Jan 28, 2002 Submitter: nlil
Addition Added an additional strings to catch the the "W32.Myparty@mm" worm.
 
Jan 27, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, January 27, 2002 at 05:04 (automatic).
 
Jan 24, 2002 Submitter: nlil
Modification Modifed the "arsystem" startup script to increase sleep time when starting the Notifier services:
   /usr/ar/bin/ntserverd...
   sleep 20
 
Jan 20, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, January 20, 2002 at 05:04 (automatic).
 
Jan 13, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, January 13, 2002 at 05:04 (automatic).
 
Jan 12, 2002 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Saturday, January 12, 2002 at 11:27 to clear problems resulting from a network hardware failure in Poe Hall.
 
Jan 06, 2002 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, January 6, 2002 at 05:04 (automatic).
 
Dec 30, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, December 30, 2001 at 05:04 (automatic).
 
Dec 30, 2001 Submitter: nlil
Correction Corrected bugs in the "fetch_solns" and "fetch_my_solns" SQL stored procedures. The bugs were preventing the Solution Status from being displayed correctly, and preventing the "LastUsed" date from being displayed correctly.
 
Dec 29, 2001 Submitter: nlil
Correction Corrected a bug in the Calls:930Updt-Recent-Solns filter which was causing the Use_Count for recently used solutions to be incorrect. Reset the Use_Count for all Remedy users recently used solutions to one (1). The fix was to force the filter to execute the "Push Fields" action during phase 1 processing.
 
Dec 28, 2001 Submitter: nlil
Modification Made mods to the Calls search interface to the Solutions database so that returned results would be ordered by "last used" date instead of by the number of keywords matched. This modification required changes to the "fetch_solns" stored procedure, the SolnResults form and the Solutions_with_Keywords form, as well as the SolnResults table within the Solutions tab of the Calls form.
 
Dec 27, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Thursday, December 27, 2001 at 14:00 to clear problems resulting from Poe Hall power outage.
 
Dec 26, 2001 Submitter: nlil
Modification Implement repeating notifications for the Dormant and NCO escalations.
 
Dec 25, 2001 Submitter: nlil
Update Upgraded ARSdoc software to version 1.26.
 
Dec 23, 2001 Submitter: nlil
Update Remedy UNIX server software was upgraded from Remedy version 4.0.2 to remedy version 4.5.2.
 
Dec 23, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, December 23, 2001 at 05:04 (automatic).
 
Dec 19, 2001 Submitter: nlil
Addition Created an interface between ITD NDS login data and Remedy Calls form. See http://remedy.ncsu.edu/project/ndslogs for further details.
 
Dec 16, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, December 16, 2001 at 05:04 (automatic).
 
Dec 09, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, December 9, 2001 at 05:04 (automatic).
 
Dec 07, 2001 Submitter: nlil
Addition Added an additional strings to catch the the "W32.Goner.A@mm" worm.
 
Dec 02, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, December 2, 2001 at 05:04 (automatic).
 
Nov 28, 2001 Submitter: nlil
Modification Renamed the ACS_R&D workgroup to ACS_RD. Discovered that the "&" in the workgroup name was interfering with the proper operation of the e2r.pl script, preventing the processing of inbound email for this workgroup.
 
Nov 27, 2001 Submitter: nlil
Addition Created a Perl script (services/redirect) to accept a Remedy call number, and produce a web page that will redirect to the correct URL to launch the RemedyWeb JAVA client, and load the specified call. This is to allow for shorter URLs in the various Remedy generated notifications. The completre URL for a RemedyWeb call can be quite lengthy. See the change described on 10/11/01 for more details about the imbeded URLs.
 
Nov 25, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, November 25, 2001 at 05:04 (automatic).
 
Nov 18, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, November 18, 2001 at 05:04 (automatic).
 
Nov 11, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, November 11, 2001 at 05:04 (automatic).
 
Nov 04, 2001 Submitter: nlil
Addition Added an additional string to catch a new variation of the the "W32/Sircam" worm. ("This is the file with the information that you ask for")
 
Nov 04, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Sunday, November 4, 2001 at 05:04 (automatic).
 
Nov 02, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Friday, November 2, 2001 at 05:04.
 
Nov 02, 2001 Submitter: nlil
Modification Modified the Perl script "foundsoln.pl" so that it now updates the "Last Used" field for a solution record whenever the WWW user indicates that a solution was useful. Also modified the filter Calls_912Write_History_Soln.html so that it also updates the "Last Used" field whenever a solution is linked to a call. These changes are in preparation for changing the order in which Remedy solutions are presented when customers are searching via the WWW interface.
 
Nov 01, 2001 Submitter: nlil
Modification Modified crontab on remedy UNIX server to include command to reboot the remedy UNIX server every Sunday morning at 5:00 AM.
 
Oct 23, 2001 Submitter: nlil
Modification Modified the shell scripts in /llocal/ar/bin/start_servers and /llocal/ar/bin/stop_servers so that they will automatically start and stop the RemedyWeb version 4.1 service in addition to the other Remedy services. Previously, this service was started manually. Also created the shell script /llocal/ar/rweb41/AppServ/appserv to actually start and stop the V4.1 RemedyWeb service.
 
Oct 19, 2001 Submitter: nlil
Modification Modified the "sendemail.pl" Perl script so that the character string "from" occurring at the beginning of a line in an outgoing email message is translated into ">from", to make sure that it is not misinterpreted by any email software as the beginning of a new email message. Previously, the string was translated to ">fron", which was causing some confusion on the part of the sender and the receiver of the email.
 
Oct 18, 2001 Submitter: nlil
Correction A process on the Remedy server that was running out of resources resulted in a potential failure of the deliver of some email during the period beginning around Oct 11, 2001 09:07:12, and ending around Oct 16, 2001 14:45:19. A list of the Remedy calls that might have been affected can be viewed at:

    http://remedy.ncsu.edu/project/bademail.html

The cause of the failure has been identified and corrected. This same problem is also resulting in the delivery of some "Dormant" and "No Call Owner" notifications that should have been removed from the system, but were not. These will eventually clear themselves out, and should just be ignored.

 
Oct 16, 2001 Submitter: nlil
Outage (Scheduled) Remedy UNIX server rebooted on Tuesday, October 16, 2001 at 22:14.
 
Oct 11, 2001 Submitter: nlil
Modification Modified the "send_dormant.pl" Perl script so that email notifications for "Dormant" and "No Call Owner" conditions will now include the URL needed to load the relevant call, if you are using the RemedyWeb client.

Also modified the following filers to include the RemedyWeb URL:

 
Sep 18, 2001 Submitter: nlil
Update The sendmail software installed on the Remedy server was upgraded to enable us to close some "open relay" conditions that existed on the Remedy server. Email from Remedy was (and is) being blocked by Mindspring/Earthlink email servers.
 
Sep 10, 2001 Submitter: nlil
Correction Remedy customer database (ncsu_people_info) did not get recreated correctly this morning, and was missing the "id_num" column. We reverted to the backup table (ncsu_people_info_bkp), and then reloaded the stored procedures (lookup_cust, lookup_cust_extd, lookup_cust_getssn, lookup_cust_nossn). system was restored to full functionality at 9:30 AM on 9/10/01.
 
Sep 07, 2001 Submitter: nlil
Modification Made modifications to the Soln_Update ActiveLink to accomplish the following goals:
  • Clear the "Additional Keywords" field after Submit or Update
  • Display note to user to refresh the Keywords list after update
Also cleared the existing data from the "Additional Keywords" field for all existing solutions.
 
Sep 06, 2001 Submitter: nlil
Modification Removed all UPPERCASE keywords from all solutions, and replaced with the lowercase versions as appropriate. This is part of the ongoing effort to improve the Solutions interface.
 
Sep 05, 2001 Submitter: nlil
Modification Modified updateauthorkeywords and updatekeywords Perl scripts to force all solution keywords to lower case. This is part of an ongoing effort to clean-up the solution keywords database, and improve the Solutions interface.
 
Sep 05, 2001 Submitter: nlil
Modification Made modifications to the Keywords form to include a count of the number of solutions associated with the keywoord, and a page field to display a list of the associated solutions. This was done to make it easier to locate and remove the UPPERCASE keywords, as mentioned in other entries.
 
Aug 22, 2001 Submitter: nlil
Modification Made modifications to the parseit.pl Perl script to correct a bug and to provide for subsetting the set of returned solutions based on Workgroup.
 
Aug 20, 2001 Submitter: nlil
Modification Modified the e2r.pl Perl script to recognize the -p parameter. This will allow for an incoming email message to have a specific priority automatically assigned, as the call is created.
 
Aug 16, 2001 Submitter: nlil
Correction Fixed a bug that was preventing email from _userid_@gw.fis.NCSU.EDU from being associated with the correct customer. The mixed case aspect of the domain portion of the email address was preventing the match from succeeding.
 
Aug 16, 2001 Submitter: nlil
Addition Added support for a new email header: X-Remedy-Ignore: True
If this header is encountered by the script that processes inbound Remedy email, and the value is "True", then the email will be ignored.
 
Aug 09, 2001 Submitter: nlil
Outage (Unscheduled) Remedy services were restarted on Wednesday Aug 8, 2001 at 22:47 due to power instabilities in the Hillsborough Bldg. computer room.
 
Jul 28, 2001 Submitter: nlil
Addition Added a primative virus scanner into the e2r.pl script, which processes all email coming into the Remedy system. This code is targeted specifically at the "W32/Sircam" worm.
 
Jul 22, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server rebooted on Sunday July 22, 2001 at 21:41 to start a private server thread for reporting queries (Private server 390686).
 
Jun 28, 2001 Submitter: nlil
Addition Added a filter to record changes in solution status of a call. Calls_912Write_History_Soln
 
Jun 28, 2001 Submitter: nlil
Addition Created workgroups for Textiles support folks.
 
Jun 13, 2001 Submitter: nlil
Correction Corrected a problem that was allowing the display of "NCSU Only" solutions from Non-NCSU IP addresses. Also added "152.1.14.*" to the list of IP addresses recognized as "NCSU".
 
Jun 11, 2001 Submitter: nlil
Update On June 11, 2001, Peregrine Systems Inc. announced plans to acquire Remedy Corporation. Below are several links with additional details and commentary on this announcement.
 
Jun 08, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server and database server were rebooted on Friday June 8, 2001 at 07:00 to correct a hardware problem on the database server.
 
Jun 07, 2001 Submitter: nlil
Modification Renamed the SOD workgroup to DESIGN.
 
Jun 07, 2001 Submitter: nlil
Addition Added workflow to permit members of the "CS Managers" workgroup to delete pending "Send Survey" events from the Events form.
 
May 28, 2001 Submitter: nlil
Addition Added a series of ActiveLinks to populate the fields in the User form needed to create a new Remedy user. The data comes from our experimental LDAP database. Should result in more timely response to requests to setup new Remedy users, and provide more acurate contact information for Remedy users.
 
May 28, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Monday May 28, 2001 at 21:12.
 
May 25, 2001 Submitter: nlil
Modification Redirect calls from the CBT workgroup into the CC workgroup.
 
Apr 29, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Sunday April 29, 2001 at 22:43.
 
Apr 26, 2001 Submitter: nlil
Addition Added new ActiveLinks and Utils menu items to allow for the manual creation of Ack and Survey events.
 
Apr 23, 2001 Submitter: nlil
Modification Modified the active link: Calls_Display10_Cust_Ext to include workflow to call a Guide to explicitly clear the display-only fields associated with the customer, if the call has no customer associated with it. This problem only manifests itself when using the Solaris 4.05.01 client.
 
Apr 12, 2001 Submitter: nlil
Addition Added filters to the Group form to send reminders to the Remedy administrator when workgroups are added/removed or when a workgroup name changes. The reminder includes the instructions for modifying the "/etc/aliases" file on the Remedy server.
 
Apr 12, 2001 Submitter: nlil
Modification Removed debug information from the Call "History" field. Disabled part of filter: Calls_970Update_Events_Wrap_up.
 
Apr 11, 2001 Submitter: nlil
Addition Added filters to the User form to keep the Remedy listserv list up-to-date. As Remedy users are added and retired, or when email addresses change, the appropriate subscribe/unsubscribe commands are sent to the Remedy administrator for verification and forwarding to the lists server.
 
Apr 11, 2001 Submitter: nlil
Modification Enabled 100% customer satisfaction surveys on the REMEDY workgroup.
 
Apr 05, 2001 Submitter: nlil
Modification Enabled 100% customer satisfaction surveys on the MAC workgroup.
 
Mar 30, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Friday March 30, 2001 at 21:56 to correct a problem with the Admin server.
 
Mar 29, 2001 Submitter: nlil
Modification Continued making enhancements to the UI on the Remedy Survey form.
 
Mar 27, 2001 Submitter: nlil
Modification Made modifications to the "send_dormant.pl" script to correct bugs, and to add additional functionality for sending notifications about survey responses. Survey notifications (via notifier) will now load the survey form instead of the call form.
 
Mar 27, 2001 Submitter: nlil
Modification Enabled 50% customer satisfaction surveys on the CONSULT workgroup.
 
Mar 20, 2001 Submitter: nlil
Modification Made changes to the Remedy customer data import process so that all customer email addresses are forced to lower-case before adding them to the database. This should result in better matching of customers with their calls when the call is created throught email.
 
Mar 19, 2001 Submitter: nlil
Addition Created the TRASH workgroup. With the advent of Customer Satisfaction Surveys, we need a workgroup to use to put our SPAM email into. Use the Trash workgroup as a destination for calls that will not require a response or any further interaction with the "customer". This workgroup is primarily for SPAM. NOTE: No one is watching this workgroup, and there are no escalations associated with this workgroup, so DO NOT put calls here from REAL customers.
 
Mar 17, 2001 Submitter: nlil
Modification Modified workflow so that the original email address extracted from the email headers would be used as the default email address for email replys. Selecting a customer or changing the customer associated with the call will overwrite this initial value with the email address in the custoner record, if there is one.
 
Mar 16, 2001 Submitter: nlil
Update Installed server version 4.05.02 on Remedy development server.
 
Mar 16, 2001 Submitter: nlil
Correction Corrected a problem that was preventing refreshed searches from working when using any of the 4.05 Remedy clients. Tested and confirmed correct operation with the 4.05.02 Windows client.
 
Mar 12, 2001 Submitter: nlil
Addition Began formal testing of the Remedy Customer Satisfaction Survey system. Sent email to interested parties.
 
Mar 01, 2001 Submitter: nlil
Modification Perl scripts "sendemail.pl" and "e2r.pl" were modified to provide "thread" support into email generated from the Remedy system.
 
Feb 22, 2001 Submitter: nlil
Modification Made changes to the "send_dormant.pl" and "send_no-own.pl" Perl scripts so that the notifications that are created for Remedy Notifier users now contain the name of the workgroup.
 
Feb 15, 2001 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Thursday February 15, 2001 at 23:18.
 
Feb 14, 2001 Submitter: nlil
Outage (Unscheduled) Admin server process (390600) had failed, and had to be restarted. Some notifications were delay, but none were lost. Minor performance degredation when the process was restarted around 1:40 PM.
 
Jan 18, 2001 Submitter: nlil
Modification Modified the results list returned for the Solutions form so that it now includes the "Create Date" and the "Modified Date".
 
Jan 08, 2001 Submitter: nlil
Modification Modified the e2r.pl Perl script to recognize the -r parameter. This will allow for an incoming email message to have a specific product automatically assigned, as the call is created. Also created two new filters to complete this change:
 
Dec 27, 2000 Submitter: nlil
Update Installed upgrade of Remedy Link For Palm Computing from version 1.0 to version 1.5. Release notes and installation instructions for version 1.5 are available at: http://remedy.ncsu.edu/palm. The version 1.5 PC software is available at: http://remedy.ncsu.edu/project/download.html.
 
Dec 09, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday December 9, 2000 at 20:14.
 
Dec 03, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday December 3, 2000 at 08:52.
 
Nov 06, 2000 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Monday November 6, 2000 at 00:09. The system was down from approximately 00:09 to 00:38 AM. A new disk drive was installed to replace the suspect disk that had failed on 11/3/2000.
 
Nov 03, 2000 Submitter: nlil
Outage (Unscheduled) Remedy UNIX server was rebooted on Friday November 3, 2000 at 09:30. The system was down from approximately 7:30 to 9:30 AM. The SCSI disk controlled had become "confused", and various parts of the file system had become unaccessible, rendering the Remedy system unusable.
 
Nov 02, 2000 Submitter: nlil
Addition The Remedy Link for the Palm Computing Platform software (version 1.0) has been installed in the NC State Remedy system for testing and evaluation. The documentation for this product is available in HTML format and in PDF format. If you are interested in evaluating this product, please let me know.
 
Oct 31, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Tuesday October 31, 2000 at 23:12.
 
Oct 10, 2000 Submitter: nlil
Modification Made minor changes to the RemedyWeb configuration. Added RemedyWeb administration to Remedy CandC pages, reset admin password, and enabled menus on Calls form for RemedyWeb users.
 
Oct 06, 2000 Submitter: nlil
Modification We have made a slight change to the headers that are emitted when email is sent from within the Remedy client. Previously, if the workgroup associated with the call had a shadow email list associated with it, then the address of the shadow list was included as a Cc: in the headers. Effective 10/6/2000, the shadow list is copied as a Bcc:, not as a Cc:. This was done in an effort to reduce some of the unnecessary duplication when folks on the shadow list replied to these emails. Some email programs insist on copying the Cc:, even though a properly formatted Reply-To: header was also included in the email.
 
Oct 04, 2000 Submitter: nlil
Addition Added a new section to the Remedy Project Page where NC State Remedy users can download the latest locally supported version of the Remedy Client.
 
Sep 20, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server and databse server were rebooted on Wednesday Sept 20, 2000 at 22:30.
 
Sep 10, 2000 Submitter: nlil
Modification Modified workflow of several active links that populate the "Email To" field. Previously, this field would be populated with the email address from the customer record (if an email address was present), possibly overwriting the actual (and possibly different) address that the email originated from. Now, the original email address of the sender is preserved unless explicitly overwritten, or the customer record is reloaded.
 
Aug 29, 2000 Submitter: nlil
Modification Modified workflow such that the "Find Calls" button in the Customer portion of the Main tab of the Calls form is enabled unless there is no customer record loaded. This will allow for easier searching for related/duplicate calls.
 
Aug 23, 2000 Submitter: nlil
Modification Modified all of the "History" filters so that they now execute on submit and modify conditions, instead of modify only. This causes initial values of call variables to be recorded in the call history in addition to value changes.
 
Aug 23, 2000 Submitter: nlil
Outage (Unscheduled) The "admin" process on the UNIX Remedy server has failed. Normally, this process is only needed when administering/changing the Remedy environment. However, the admin process is also the process that delivers escalations. A restart of the Remedy server will be required to get this process running again. Rather than disrupt normal processing during a peak production period, we will defer the server restart until later this evening.
 
Aug 23, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Wednesday Aug 23, 2000 at 23:04.
 
Aug 16, 2000 Submitter: nlil
Modification Made changes to the filters: Calls:981Notify-New-Owner0 and Calls:981Notify-New-Owner1. Substituted $Call-Id$ for $callid$ in the notifications to complete the implementation of the changes to the e2r.pl script referenced above.
 
Aug 16, 2000 Submitter: nlil
Modification Made modifications to the filter: Calls:601Verify-Owner1. An ELSE action was added to supply the Owner ID number if it was missing, and a valid Owner name was supplied. This was needed to complete the implementation of the changes to the e2r.pl script referenced above.
 
Aug 16, 2000 Submitter: nlil
Modification Made changes to the e2r.pl script to recognize and process some special email headers: X-Remedy-Owner and X-Remedy-Customer. These headers will be supplied by scheduling software in use by ResNet staff, and will be used by the script to associate new calls with Remedy owners, and customers. This modification is in limited production, and is only installed for calls destined for the RESNET workgroup.
 
Aug 01, 2000 Submitter: nlil
Modification Installed change to Remedy system to enforce requirement of a product specification for all calls created in or requeued into the CALS_SYS workgroup.
 
Jul 28, 2000 Submitter: nlil
Modification Modified a macro used in the Solutions form. Added a No-Empty-List directive to the macro to prevent the opening of an empty window when the search produced no matches.
 
Jul 20, 2000 Submitter: nlil
Addition Deployed a join form (between Calls and Customer) to allow for reporting. Form is called "Calls_Cust".
 
Jul 20, 2000 Submitter: nlil
Addition Added crontab entry to refresh the data in the new Customer form
 
Jul 19, 2000 Submitter: nlil
Addition Created a new form to hold a copy of the Remedy customer data. This form will be updated daily from the non-Remedy table that is currently used to hold the customer data used by Remedy. This form will be used as part of a Remedy "join" form, which has been requested for reporting purposes.
 
Jul 16, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, July 16, 2000 at 23:02.
 
Jun 29, 2000 Submitter: nlil
Modification Modified the macro that runs when you press the "Search Selected Workgroup" button to suppress the empty Calls window that was opening in the case where there were no matches.
 
Jun 29, 2000 Submitter: nlil
Modification Modified the macro that runs when you press the "Search All My Workgroups" button to suppress the empty Calls window that was opening in the case where there were no matches.
 
Jun 28, 2000 Submitter: nlil
Correction Corrected a problem with the JAVA client that was preventing the client from successfully sending email from the Email tab. The active link that was being triggered by the Send button contained a "Commit Changes" action, which was the root of the problem. An "Apply" macro was substituted, and the JAVA client seems to like that better.
 
Jun 18, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, June 18, 2000 at 00:58.
 
Jun 13, 2000 Submitter: nlil
Addition Added new menu to the "Utils" menu in the menu bar of the Calls form. This menu is used to copy the value of the original "sender's email address" to either the "To:" or "Cc:" fields of the Email tab in the Calls form. This is designed to make it easy to copy the original sender, in the event that the customer has been relinked, or has a different email address than the one that the call originated from.
 
Jun 13, 2000 Submitter: nlil
Modification Added additional space between the "Clear" and the "Send" buttons on the Email tab of the Calls form. Some folks had indicated that the buttons were too close together, making it easy to press the wrong button.
 
Jun 12, 2000 Submitter: nlil
Addition Added code to the script which processes incoming email (e2r.pl) so that it will look for and parse any Cc: headers that are in the message. The resulting Cc: list is then used to populate the corresponding field (emailcc) in the call record. Thus, anyone Cc'ed on the original email will also be Cc'ed on email sent from within remedy.
 
Jun 08, 2000 Submitter: nlil
Modification Installed modifications to the WWW Call Info page designed to expose the full call text of calls in certain workgroups. Added several new fields to the Group form to allow for this enhancement. Call (and workgroup) must satisfy several criteria before the text will be displayed. This feature operates on a workgroup-by-workgroup basis.
 
May 30, 2000 Submitter: nlil
Update A patch to the Windows client (version 4.0.3) is now available to enable use of the client under Windows 2000. You can download it from: http://remedy.ncsu.edu/project/patches/patch889/
 
May 23, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Tuesday, May 23, 2000 at 22:29.
 
May 19, 2000 Submitter: nlil
Modification Made modifications to the Remedy Solutions interface to allow for the removal of selected keywords from a solution. Also added a button to "Extract keywords from text", to rescan the text of a solution, and identify potential keywords. More information on creating Remedy solutions can be found at: http://help.ncsu.edu/services/getsoln.pl?id=2226
 
May 17, 2000 Submitter: nlil
Correction As a result of planned network restructuring, the Remedy system will be unstable between the hours of 1:00 AM and 5:00 AM on Friday, May 19, 2000. Additional information about this network activity can be found at: http://www2.ncstate.net/network/changes/msg00460.html
 
May 16, 2000 Submitter: nlil
Addition Added workflow in support of a new status value for solutions - Obsolete. When a solution is marked as "Obsolete", all of the keywords associated with the solution will be dis-associated from the solution. This will ensure that the solution is not presented as a result from a web or Remedy client query. This is for solutions that are no longer useful, but still have calls associated with them.
 
May 08, 2000 Submitter: nlil
Outage (Unscheduled) The Remedy system was unavailable for about 1 hour, beginning at about 21:10 on 05/07/2000 as a result of the failure of some communications equipment in the Hillsborough building computer room. Service was restored around 22:00 on 05/07/2000.
 
May 06, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Saturday, May 6, 2000 at 18:27.
 
Apr 16, 2000 Submitter: nlil
Addition Added additional memory to the Remedy Sybase server (uni03rdb.unity.ncsu.edu) and performed some database administration tasks on the server. Remedy services were unavailable from 8:30 AM to 10:45 AM.
 
Apr 16, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 16, 2000 at 10:43.
 
Apr 16, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 16, 2000 at 23:45.
 
Apr 12, 2000 Submitter: nlil
Addition Added workflow to send closing acknowledgement email to customers when a call in the TELE workgroup is Closed or Solved.
 
Apr 05, 2000 Submitter: nlil
Update Implemented Private workgroups.
 
Apr 01, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Saturday, April 1, 2000 at 22:39.
 
Mar 27, 2000 Submitter: nlil
Update Emailed "Call For Participation" to anyone interested in helping to specify the requirements for a Defect Tracking System to be implemented in Remedy.
 
Mar 23, 2000 Submitter: nlil
Modification Made changes to several Active Links to clear temporary variables. These residual values were allowing Remedy users to initiate long running searches that would not return useful results.
 
Mar 22, 2000 Submitter: nlil
Modification Made modification to e2r Perl script o remove trailing RETURN character at the end of the "Problem Description" field.
 
Mar 12, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, March 12, 2000 at 22:31.
 
Mar 09, 2000 Submitter: nlil
Modification Installed enhancement to Solutions tab of the Calls form to retrieve recently used solutions.
 
Feb 29, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Tuesday, February 29, 2000 at 23:02.
 
Feb 28, 2000 Submitter: nlil
Correction Due to administrator error, the Remedy system was unavailable from 09:30:00 AM on 02/28/00 until 1:00:00 PM on 2/28/00. During this time, the Remedy database became unusable, and was restored from a backup taken at 04:00:00 on 02/28/00.
 
Feb 26, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Monday, February 26, 2000 at 12:22.
 
Feb 24, 2000 Submitter: nlil
Update Installed latest version (1.25) of ARSdoc utility. Results at: http://remedy.ncsu.edu/internal
 
Feb 14, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Monday, February 14, 2000 at 06:07.
 
Feb 11, 2000 Submitter: nlil
Modification Made modifications to the "No Call Owner" and "Dormant Call" notifications so that the email version of these notifications include the name and login of the owner of the call, if the call has an owner.
 
Feb 11, 2000 Submitter: nlil
Modification Made modifications to the subject line of the notifications that are issued when the Status of a call changes to ACTIVE, and when a Remedy users is assigned ownership of a call. These notifications now include the Problem Description as part of the Subject: line of the email notification.
 
Feb 10, 2000 Submitter: nlil
Modification Installed change to Remedy system to enforce requirement of a product specification for all calls created in or requeued into the CALS workgroup.
 
Feb 10, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Thursday, February 10, 2000 at 22:53.
 
Feb 09, 2000 Submitter: nlil
Modification Installed new scripting on the Remedy UNIX server to detect and process returned email. Script will attempt to parse the failed email notice, determine the affected call, change the call Status to ACTIVE, and append the failure notice to the call log of the affected call.
 
Feb 09, 2000 Submitter: nlil
Modification Installed changes to the Remedy system to keep a more accurate account of the "Date Resolved" of a call. "Date Resolved" field is now updated correctly when the call status changes.
 
Feb 09, 2000 Submitter: nlil
Modification Installed changes to the format and content of the notification that is issued when a call's Status changes to ACTIVE. The notification now contains only the last entry in the call log, rather than the entire call log.
 
Feb 09, 2000 Submitter: nlil
Modification Installed changes to the format and content of the notification that is issued when a Remedy user is assigned ownership of a call. Notification now includes customer contact information, if available.
 
Jan 28, 2000 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Friday, January 28, 2000 at 00:16.
 
Nov 30, 1999 Submitter: nlil
Import Modified the virus scanner within the e2r.pl Perl script to include scanning for the "W32/APost@MM" worm.
 
Nov 30, 1999 Submitter: nlil
Import Modifed the "arsystem" startup script to specify parameters when starting the Notifier services:
   /usr/ar/bin/ntserverd -d 0 -u 5500 -h 14 & > /dev/console 2>&1
 
Nov 30, 1999 Submitter: nlil
Import Made modifications to the rooter.pl script:
  • Now recognizes bounced ack and survey email, and does not set the call status to "Active" in these cases. Will result in fewer calls that help desk staff will have to inspect and close again.
  • Improved algorithm for detecting bounces for existing calls, which should reduce the number of emails passed onto the Remedy admins for manual inspection.
07/04/02
 
Nov 30, 1999 Submitter: nlil
Import Made modification to the "parse_logs.pl" script to correct for changes in the format of the NDS log files. (09/02/2002)
 
Nov 30, 1999 Submitter: nlil
Import Added an additional string to the e2r Perl script to catch (and reject) the "w32.sobig.b@mm" worm. (05/20/2003)
 
Nov 30, 1999 Submitter: nlil
Import Modified the filter Calls:911Write-History-Cust to remove customer's ID number for the history. (07/08/2003)
 
Nov 30, 1999 Submitter: nlil
Import Adding code to the e2r.pl script to check for email headers added by SpamAssin software, and take appropriate action based on spam level. Threashold is currently set to 6.0. Any email with a score >= 6.0 will be diverted to a file for further examination. (07/10/2003)
 
Nov 30, 1999 Submitter: nlil
Import Installed new filters to alert users as they update a call if the call owner is not a membber of the specified workgroup. Implemented in the following four filters: 10/24/03
 
Dec 22, 1999 Submitter: nlil
Import Remedy UNIX server hardware and operating system software upgraded. The new hardware is a Sun Ultra 250 with 1024 Meg RAM running Solaris 2.6.
 
Nov 22, 1999 Submitter: nlil
Import Re-enabled the inclusion of information about the linking/unlinking of the customer in the history of a call. This functionality was temporarily disabled when we made modifications to the system to hide the customer's SSN/ID number, and was never re-worked.
 
Nov 21, 1999 Submitter: nlil
Import Added a new button to the email interface tab within the Calls form that allows the Remedy user to include just the last entry from the Call log (problem text) field of the call. This should result in a reduction of the copying of previous correspondence in the email (and subsequently in the log).
 
Nov 09, 1999 Submitter: nlil
Import Deployed new interface to Solutions data from within Calls form. New interface operates completely within Remedy, and does not spawn an external browser.
 
Nov 05, 1999 Submitter: nlil
Import Deployed new interface for specifying/editing the "Time Spent" field of a Remedy call.
 
Nov 02, 1999 Submitter: nlil
Import Began beta testing of new solutions interface.
 
Oct 31, 1999 Submitter: nlil
Import Migrated from old Sybase server hardware to new Sybase server hardware. This should improve performance, and ensure Y2K compliance.
 
Oct 04, 1999 Submitter: nlil
Import Created a filter to notify the owner of a call if the status of the call changed to "Active". The notification is via the Remedy users default notification technique, and is issued only if the call has an owner, and if the owner is different from the Remedy user making the status change.
 
Sep 23, 1999 Submitter: nlil
Import Reversed the order of the email addresses that appear in the "Reply-to:" header of email sent from the Remedy. This is to work around a problem in GroupWise email where GroupWise only replies to the first address if the Reply-to: contains multiple addresses.
 
Sep 17, 1999 Submitter: nlil
Import Made cosmetic changes to the width of some of the buttons on the Calls "Main" panel so that the button names were not so tight.
 
Sep 17, 1999 Submitter: nlil
Import The "Date Modified" field has been added to the list of fields that is displayed in the results list when searching for Calls. It is the last field on the right.
 
Sep 15, 1999 Submitter: nlil
Import Modified the format of the "No Call Owner" and "Dormant" call notifications so that they now include the elapsed time bwtween the current time, and the time the call was created, and the elapsed time between the current time, and the time that the call was last modified.
 
Sep 13, 1999 Submitter: nlil
Import Completed migration of old calls from production tables to archive tables. Steering committee had previously agreed to archive all calls in a closed state that were 2 years old, or older. This resulted in 52,465 calls in the archive, leaving approximately 102,844 calls in the production tables. Should result in some performance improvement.
 
Sep 07, 1999 Submitter: nlil
Import Corrected ANOTHER bug in the logic used to create/delete Dormant Call events.
 
Sep 07, 1999 Submitter: nlil
Import Modified the format of the NCO and Dormant notifications so that they now include the date/time that the call was last modified.
 
Sep 07, 1999 Submitter: nlil
Import Migrated 2,824 calls from the production Calls table to the Calls Archive. These calls were 4 years old, and all had a "Closed" or "Solved" status. Plan to continue to migrate old calls from production to archive as time permits. Goal is to migrate all calls that are closed or solved, and more than two years old.
 
Aug 27, 1999 Submitter: nlil
Import Corrected a bug in the new "create events" script that was preventing "Next Contact" events from being created correctly. Located calls that did not have these events properly created, and recreated the "Next Contact" events for these calls.
 
Aug 26, 1999 Submitter: nlil
Import Long running SQL transaction on Remedy Sybase database server caused Remedy system failure, and reboot of the Sybase server. Remedy system was unavailable for about 20 minutes.
 
Aug 21, 1999 Submitter: nlil
Import Revamped the scripts that create and delete the "No Call Owner", "Dormant" and "Next Contact" events to improve system performance, and reduce system overhead.
 
Aug 11, 1999 Submitter: nlil
Import Made modifications to the Perl scripts that send email and pager notifications for dormand and NCO events. The change prevents the sending of these notifications to any Remedy user whose availability has been set to "No". Also made changes to the User form to expose the Availability field, and changed the permissions on that field such that individual Remedy users can change the value of that field. Wrote Remedy solution documenting procedure for suspending and resuming Remedy notifications.
 
Jul 13, 1999 Submitter: nlil
Import Remedy system enexpectedly restarted - Today , at approximately 2:35 PM, the Remedy server was unexpectedly restarted. Remedy users may have noticed a short (1-2 minute) period of unresponsiveness as a result. Subsequently, the Remedy WWW server was unavailable for an additional 15 minutes.
 
Jul 12, 1999 Submitter: nlil
Import Remedy User 4.0.1 for UNIX (Solaris) is now available. If you are using a Solaris client in the Eos/Unity system, the software is already installed. Start it by typing:
      add remedy
and then follow the instructions on the screen. To download the Solaris client to a stand-alone UNIX host, visit:
      http://www.remedy.com/download/ars/client.html
Release notes for the UNIX User are available here.
 
Jul 08, 1999 Submitter: nlil
Import Modified e2r Perl script to preserve original email From: address when copying email to "lurker" lists.

Modified e2r Perl script to use "private" Remedy server to improve performance, and reliability of receiving calls via email.

 
Jul 02, 1999 Submitter: nlil
Import Took possession of remedy development machine.
 
Jun 03, 1999 Submitter: nlil
Import Call for participation in the Remedy Advisory Committee
 
May 31, 1999 Submitter: nlil
Import Remedy user's email archives available at: http://remedy.ncsu.edu/archive
 
May 24, 1999 Submitter: nlil
Import Remedy system up and running! All calls from CustomerQ system have been moved to the Remedy system.
 
May 15, 1999 Submitter: nlil
Import The Remedy Escalation server (a UNIX process) is unable to run for any reasonable length of time without giving "malloc errors". Have reported the problem to Remedy, but until it is corrected, none of the "Dormant", "No Call Owner", "Next Contact" or acknowledgements to customers will be delivered.
 
May 12, 1999 Submitter: nlil
Import Remedy deployment delayed 1 week to allow for additional training. Conversion from Customerq to Remedy will take place on the weekend of May 22, and Remedy will be up and running as a production service on Monday, May 24, 1999.
 
May 10, 1999 Submitter: nlil
Import Clarification on Crystal Reports software and what components are bundled with Remedy is contained in the document Crystal Reports and Remedy. I obtained this document third hand, and it seems to be missing some parts, but there is still useful information within. Please let me know if you have questions.
 
May 07, 1999 Submitter: nlil
Import Training Materials available
 
May 05, 1999 Submitter: nlil
Import "Train The Trainers" training completed.
 
Apr 30, 1999 Submitter: nlil
Import Additional Fixed and Floating licenses purchased
 
Apr 15, 1999 Submitter: nlil
Import New Customer data is in!!! Check it out.
 
Apr 12, 1999 Submitter: nlil
Import Remedy Trainer Training set for May 4th and 5th. Email Larry Robinson.
 
Mar 19, 1999 Submitter: nlil
Import Remedy demonstration set for 3/25/99. See Our Next Meeting for details.
 
Mar 18, 1999 Submitter: nlil
Update Remedy deployment set for May 15, 1999.
 
Feb 15, 1999 Submitter: nlil
Addition Began testing Remedy access to remote Sybase databases.
 
Jan 26, 1999 Submitter: nlil
Update Installed Version 4 of Remedy server.
 
Oct 21, 1998 Submitter: nlil
Import Installed Perl scripts to document components and structure of the Remedy system. See the results at: http://remedy.ncsu.edu/internal.
 
Aug 28, 1998 Submitter: nlil
Import Version 3.2 Macintosh client available at: http://www.remedy.com/download/ars/client.html.
 
Aug 15, 1998 Submitter: nlil
Import More information available about the Remedy/3Com Palm Pilot connection. Download this MS Word file for more information.
 
Jul 16, 1998 Submitter: nlil
Import ARS Web 3.0 received and installed.
 
Jun 18, 1998 Submitter: nlil
Import Remedy Corporation offers "Statement of Direction" on client and administrator tools.
 
Jun 17, 1998 Submitter: nlil
Import The Remedy software purchase has been approved, and the software has been delivered!. Now the fun begins.
 
Nov 30, 1999 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, December 28, 2008 at 05:00.
 
Nov 30, 1999 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, February 1, 2009 at 05:00.
 
Nov 30, 1999 Submitter: nlil
Outage (Scheduled) Remedy UNIX server was rebooted on Sunday, April 26, 2009 at 05:00.
 
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