|
Remedy: Take the Cure -- How to Close or Re-Open your Case using ARWeb |
How to Close or Re-Open your Case using Remedy ARWeb
These instructions are applicable to both Help Desk Cases and Change Requests.
Step 1 - Click on the URL link contained in your Case Resolved E-mail message.
Example message:
Subject: Case HD0000000017022 has been
resolved.
Please open
http://arsweb.unt.edu/cgi-bin/expandhd.pl?case=HD0000000017022
on the web. Click on the "Modify" link,
select Close Case or Reopen Case in the Confirm
Resolution field, then Save Changes. Description:
<whatever the support staff used to describe your
problem>
This message indicates that the assigned support staff believe that they have resolved your problem. The web URL allows you to connect directly to ARWeb and open the trouble ticket that you have been notified about.
Step 2 - Log in to ARWeb
You will first have to log in to the authentication screen with your UNT EUID, which is typically your initials and a serial number in the form "abc1234." Your password is normally your nine-digit UNT ID without dashes or spaces. The login screen will look like this.
Step 3 - Review your Case, then click on the Modify link
Once you have logged in, the Entry screen will display your Remedy Case in read-only form (below). You may look at the Work Log near the bottom of the form to see how your case was resolved. If you want to Close or Reopen the case, click on the Modify link to the left of the Case ID+. Closing the case tells your computer support staff that the problem has been resolved or fixed. Reopening the case tells them that the problem was NOT resolved, and sets the case back to an "Assigned" status.
Step 4 - Modify the Case to Close or Reopen it
This will open your case in a modification form (below). Click on the Confirm Resolution field pull-down and select either "Close Case" or "Reopen Case" as shown below. If you are reopening the case, you may want to enter some text in the Work Log field to clarify for the support staff what is still wrong.
Step 5 - Save your Changes to the case, which also notifies your computer support staff
Click on the 
button. You will see a message that the support staff has
been informed of the Closed case, or the Assigned case if
you Reopened the ticket (the system re-notifies the group
that was last assigned to your case.
Step 6 - Logout from Remedy ARWeb
Scroll down and click on the Logout button to end your session on ARWeb, BEFORE closing the browser window (closing the browser window without logging out leaves your account logged in for one hour, tying up one Remedy User license).
