Reporting a NEW problem using Remedy ARWeb

The easiest way to report a new problem in Remedy is to use ARWeb and work from the Customer section of Help Desk Central. The shortcuts in Help Desk Central simplify the processes of creating new cases and looking up existing ones. ARWeb is also set up to automatically populate much of the required information in a new case for you, reducing the amount of effort it takes to report a new problem.

Creating a New Help Desk Case from Help Desk Central

Step 1 - Open your web browser (version 4.x or higher, EXCEPT NOT Netscape 4.7 which has a known JavaScript support problem) to the Help Desk Central web and click on the "Customer" heading on the menu strip.

Step 2 - Click on the New Case link to open a new ARWeb session and prompt for your login name.  Login using your EUID (or Remedy Login if it is different - typically computer support and Computing Center staff only) and your 9-digit UNT ID as the password.  Note the warning about needing to have cookies and JavaScript enabled on your browser to use ARWeb.

(Screen shots switch to show only what is on the form displayed in the main frame of Help Desk Central web)

Step 3 - Confirm that ARWeb has auto-filled the correct customer information for you from the Remedy database, based upon the login name you used (remember that you have two different login names (EUIDs) if you are a student AND have a faculty or staff position).

Step 4 - Select an entry form the Summary pull-down list (on the right side of the Summary field) -OR - enter your own description of the problem in the Summary and Details fields. HINT: If there is a Summary description close to your problem, USE IT, then edit the description with specific information about your case. This will auto-fill many of the other required fields and speed things up for you.

Step 5 - IF you selected a pre-defined Summary from the list, it filled in most of the remaining fields for you.  Edit the Details field to report the specific details of your problem.

Step 6 - IF you entered your own Summary and Details information, you MUST also select an appropriate Category, Type, and Item combination. Use each pull-down in turn to select a combination.  If you don't find what you want, start over with Category to clear the other choices.  Internet or network account problems are found under Computing Services; most desktop issues are found under Desktop App or Desktop OS; most campus-wide system issues are found under Networking.

Step 7 - Review the automatic assignment that takes place.  Look at the entry that appears in the Assignment routes to.. field. For a campus-wide system like Eagle@Mail, or your Internet account, this should route to a central support group like UNIX Systems.

For a local or desktop issue like Windows or Word, this should route to the distributed support group for your department (in this example, the customer Requester is supported by the local group Testing).

If the assignment is NOT what you wanted, you may manually assign the case from the Assigned to Group+ field pull-down. We recommend that you NOT make manual assignments unless you are familiar with how Remedy routes cases, and in particular, recommend against making Individual assignments in the Assigned To Individual+ field unless you are computer support staff. Making an incorrect manual assignment could delay the resolution of your problem by hours, days, or even weeks.

Step 8 - If all of the selections and information looks correct, click on the button to Submit your new case to the Remedy system. You should receive confirmation of the case creation and who was notified of the assignment.

NOTE:  Normally you would get a notification message when a new case is opened for you.  Since you created this case yourself, you will not receive a separate notification message. Therefore, it may be helpful to note the Case number displayed in the "Submit Successful" response from Remedy (in this case, the message "New entry HD0000000019753 created in HPD:HelpDesk." tells you that your Help Desk case number is 19753).  If want to view and possibly print the details of the case you just entered, this link on the "Submit Successful" response page will take you directly to a form to do so.

Step 9 - If you are finished, log out of ARWeb by clicking on the button provided. If you want to look up other tickets or create another case, use the links on the left-hand frame of Help Desk Central to do so.

Creating a New Change Request from Help Desk Central

The procedures for this are virtually identical to those for creating a Help Desk Case. The only differences are as follows:

In Step 2, click on the To Change Requests link at the bottom of the left-hand frame (see illustration above), then click on the New Request link. After logging in to ARWeb (or immediately if you are already logged in) you will see a new Change Request form that is almost identical to the New Help Desk Case form.

In Step 4, selecting from the Summary pull-down list, you will see a very different set of pre-defined summaries.  Selecting one will auto-fill the required fields in a similar manner to that of a Help Desk Case.

Editing, categorization, auto-assignment, and manual assignment all work the same in Change Requests as they do in Help Desk Cases.  When you are finished, click on the button to Submit your new Change to the Remedy system. You should receive confirmation of the change request creation and who was notified of the assignment. Log out of ARWeb by clicking on the button provided.

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