Remedy 2.0 Prototype Documentation
Delta Document for: Official Remedy General Action Request System Document
April 27, 2001
Problem Identified with Cell Phone Field
The personal profile people form that the users are updating is actually a form that contains no data. The form is a display-only form that is used to recall data from the database in a display mode. It then pushes any changes back to the database when the modify button is pushed (New db record created on the add button push). Due to the large number of actions that occur in the background when a record is display, modify, or created, the wrong combination was selected and the cell phone field is not being updated in the database. Research on this problem continues.
April 26, 2001
Cell Phone Field Added to User Profile
A new field has been added to the user profile form. The Cell Phone field holds the telephone number for the user’s cell phone.
April 25, 2001
ARWeb: HPD:HelpDesk (a.k.a. Help Desk Case) form now only ARWeb task
Based upon feedback from John Mooney, the AR Web system has been changed so that the Help Desk Case form (HPD: HelpDesk) is the only task that is listed when accessing the Remedy 2.0 system via the ARWeb site. Functionality through the AR User client for Windows, using the Service Consoles, should not have been altered. Over 45 forms had their permissions altered.
April 25, 2001
Remedy to support MIS
In order to allow the MIS group to use Remedy for their use, the following Categories of cases has been added:
Category: Support
Type: MIS
Item: Herndon, Santa Clara, Tysons, Other
At this point, if anyone creates a Help Desk case with any of these categories, the MIS group is going to get notified (in email) about the case.
April 23, 2001
Minor Workflow change
Email notifications for the "Demo" account within Remedy 2.0 are now being sent to
Email sent to this address is sent to all Tier1 personnel (presuming that the marchfirst.com DNS has been and continues to be correctly configured). These messages bypass the marchFIRST corporate email server and are sent directly to the Herndon email server. Among other things, the "Demo" account is used for assignment "when all else fails"; that is, when an assignment is not possible from the skill set assignment tables. Tier 1 should react to notification of assignment to Demo by examining the case in detail and assigning it to the appropriate party, which may be Tier 1 itself.
April 17, 2001
Remedy Notifier Disabled
There is a major issue with Remedy Notifier that prevents it from working within the HostOne environment. Notifier will not work across firewalls which implement Network Address Translation (NAT). The problem is this: When the Remedy Notifier client starts its connection to the server, it opens a network port for the purpose of receiving notifications. It informs the Remedy notification server of what port to use outside of the TCP/IP header, within the initial data exchange between the client and the server. Because of this, the firewall implementing NAT has no way of knowing what port the connection the server opens to the client is for. This is a non-standard way of doing server-client communications over TCP/IP and it is not reasonable to expect a firewall to be able to support such a scheme.
Because of this issue, HostOne cannot support Remedy Notifier in either the HostOne center "Office" network, the 570 Herndon office, or the Santa Clara offices. Because of this serious limitation in the product, support for the Remedy Notifier in the HostOne installation is being dropped in favor of using Email and Pagers as methods of notification.
April 16, 2001
Email Process to Auto Create Remedy Help Desk Cases
Software has been created that receives emails and turns them into Remedy Help Desk Cases. Email sent to address results in a Help Desk case being created. The case’s Summary information is created from the text in the messages subject line and the Description is generated from the body of the email. The Remedy system automatically responds to the message, sending an email with the case number to the address shown in the “From:” section. As an aside, is the address that the prototype remedy server uses when sending email.
April 11, 2001
Requestor Service Console Form Repaired
Due to a bug found in the ROTB code it was previously only working for Change records. It now works for Help Desk Cases.
April 2, 2001
Update on Optional Parameter1 and Optional Parameter2 Fields, as well as the Relationship Manager Field
As mentioned in the “Paging Instructions” section below, the Optional Parameter 1 and 2 fields needed to be changed back to the OOTB version. Previously these fields were the temporary holding spot for the Relationship Manager information, but they had to be reset.
A new Relationship Manager field has been created on the HPD:Helpdesk form under the Requester Tab. A unique field was selected for this information and no further conflicts with the RM information is expected. This information is duplicated in the Help Desk Prototype Document as well. Testing is being done on a form that will allow the easy updating of the relationship manager. This capability is being ported from the legacy system.
Client URLs
Clent URL's are available in the Prototype HPD application. o view the URL in the HPD application, go to the Prototype Help Desk form, select the "Requester Tab", and click the "Profile" button. Once in that window ('Person Information' and the server name will display on the top of the window), select a 'Client Name' from the drop down menu. Next put the cursor in the blank field next to "Web Page" and hit <ENTER>. If the Client had more than one URL in the legacy system, then a list will display. If they had only one URL, that one will get pulled into the "Web Page" field. If there isn't a URL for that Client name, then you won't get a list.
March 29, 2001
Paging Instructions
There is a new paging system in place that will replace Telamon (the paging application in the legacy Remedy system). Currently, one way paging is working, integrated into Remedy, and the foundation is in place to develop 2 way paging. To set up a person for two-way paging is almost exactly as is documented in the HelpDesk administrator’s guide, with a few configuration exceptions.
For this paging to work, there needs to be a new Pager Vendor set up on the "Configure Pager Vendor" form, which can be found in the Configuration Manager application. An example of how this is configured is featured below:
NOTE: It is very important to leave the "Phone Flag" and "Optional Flag1" and "Optional Flag2" fields blank.
Each user must be set up with their own Pager information in the "Person Information" form. It is very important that the Pager Provider field be completed with "snpp.skytel.com" and that all the other fields other than "Pager Pin" and "Pager Software" be left blank. This will force a change in the prototype as the fields "Optional Parameter1" and "Optional Parameter2" are currently being used to track relationship manager information. These will be moved. Remedy-provided filters and active links to support paging use these fields in such a way that are incompatible with our paging provider. As a result, these two fields MUST BE LEFT BLANK.
In order for a page to actually go out to a user, a personal preference must be set up for that user so the page will be sent. In this form, the paging type must be set to "Command Line" and the Paging criteria set to something. "Send Page Always” is probably going to be our likely setting, but this may change as other options prove to work better.
If a user has a pager OTHER than the HostOne issued SkyTel pager AND the pager provider has provided an email address for the pager, there is another way to set up paging for that user. If this comes up, please refer to the Help Desk administration guide as it is documented there. It is important to mote that if this type of pager is set up for a user, it will ALWAYS be a one-way pager.
This new paging setup was designed to be as compatible as possible with the Remedy Help Desk and Change Management applications. There is an alternative way to send pages within Remedy, by adding an entry into the NOC:Page form. Have a look at that form for details.
March 19, 2001
Users Prompted for Login
On arsprod.h1c.net the setting for "Users Prompted for Login" was changed from "By Preference" to "Always".
March 13, 2001
Client Information Changes and Repairs
The following clients have had their names altered from the Legacy Remedy system.
Client Name was… / Client Name is now…General Mils (PSO) / General Mills
SC Johnson (PS Office) and SC Johnson (2 separate entries) / SC Johnson (single entry)*
marchFIRST campus / marchFIRST Campus
marchFIRST central / marchFIRST Central
Blue Cross Blue Shield United / Blue Cross Blue Shield
Detroit Shared / Detroit 2
XL Specialty (Intercargo) / XL Specialty
*NOTE: The OOTB Remedy’s handling of clients allows for more than one relationship with a client.
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