Using the Remedy Web Java Client

Remedy Web is the newest Remedy client, and uses the Sun Java Runtime Environment version 1.2.2 to provide near-native (Windows or Solaris clients are native) functionality and performance using a web browser.  Most effective on high-performance machines attached to the campus network, Remedy Web allows Users access to the Help Desk 4.0 Consoles and tabbed forms that were designed for native clients (and do NOT work on ARWeb's HTML/JavaScript interface).

The first time you launch Remedy Web, it will prompt you for permission to download and install the Sun Java Plug-in 1.2.2.  You must agree and complete this installation before Remedy Web will run.  On some machines (particularly Windows 95) this process will require a restart of the operating system to finish the installation.

Opening Remedy Web from Help Desk Central

Step 1 - Open your web browser (version 4.x or higher) to the Help Desk Central web and click on the "Remedy Web" heading on the menu strip.

Step 2 - Click on one of the Console Links above. Although you can start Remedy Web directly at http://arweb.unt.edu , it will come up in a task selection box and you will need to know what you want to do in order to go on. Opening one of the Console links takes you directly to the correct level of Console for you.  This article will assume that you only have Customer level access, and will open the Remedy Service Console for Requesters from the UNT Customers link. You will then see the following splash screen and Login prompt open in separate windows (or the prompt to install Java if you have not yet).

Step 3 - Login and wait for the Remedy Task Finder to open in a Java Applet Window, followed by the Remedy Service Console. If you opened Remedy Web without the Console shortcut, you would have had to use the Remedy Task Finder to Open the new Task Remedy Help Desk - Requester.

Either way, the Remedy Service Console opens in another Applet Window, titled Remedy Help Desk - Requester.

...and yes, it will take over your real desktop as thoroughly as it takes over this web page. Remedy Web screens open by default to over 1024 x 768 screen resolution, and refuse to size smaller. If you do not have the necessary screen real estate, stick to ARWeb or install the native Windows client.

Step 4 - Create a New Request (either Help Desk Case or Change Request) by clicking on the large New Request... button. The following form will open in yet another Applet Window.

THIS FORM WORKS BEST TO ENTER TICKETS FOR PRE-DEFINED REQUEST SUMMARIES.  You will find that entering new, free text problems will give you inconsistent results.  For one thing, this form will create EITHER a Help Desk Case, OR a Change Request, based upon how it interprets key words in the text in the Summary and Details fields.  You won't know which until it has saved it, and you won't know where it is going until you see the response dialog.  On the other hand, it will usually route just about anything to your distributed support group.

For the best results, choose a pre-defined summary from the list shown (there are separate summaries for Change Requests - CHG: and Help Desk Cases - HD:) that best describes your issue.  Then edit the Details (and Summary if necessary) to provide specifics for your case.  If you cannot find anything close to your problem, use the HD: A problem not listed here summary to get started, as it WILL create a Help Desk Case, and it WILL route to YOUR distributed support group.

Step 5 - Save the New Request, roll the dice, and observe the response dialog to see what happened!

You have successfully created a new support request that has been routed to DataComm for resolution.

Step 6 - Return to the Remedy Service Console, and review your Assigned (Open), Resolved, and Closed Requests (both Help Desk Cases and Change Requests) by clicking on the large Check Status... button. The following form will open in yet another Applet Window.

Select the record you want to look at, then click on the Details... button.  The form opens in yet another huge Applet Window.

You can add additional information to the ticket here, or just watch the Work Log and Solutions tab for resolution. The Solutions tab contains tools for looking up information in a Knowledgebase, but these do not currently work correctly in the Java client, only Windows and Solaris. Close the window when you are done.

Step 7 - Review a Resolved Case and Close it (the process you get email notifications about, prompting you to go to ARWeb and Close or Reopen the Case). Again, click on the large Check Status... button, select the Resolved Case (like HD0000000019537 in the screen shot two above this), and click on the Details... button.

Find the Confirm Resolution field in the lower right-hand corner of the form - it was hidden until the case was marked Resolved. Select the setting you want, either Close Case or Reopen Case, and then Save. Reopening the case sets it back to Assigned to the previous support group, and notifies them of that fact. In this example, we set the case to Close Case and saved it.

Step 8 - Respond to the notice to complete a Survey. This appears as soon as you save the now Closed case. Again, this parallels the process that sends you email to open a survey in ARWeb and complete it there. If you close the case in Remedy Web, you will get this message instead of the email notification.

Click on the OK button, and the following form appears. Complete the Survey and save your response by clicking on the Save button.

If the case closed by Automatic 15-day closure and sent you an Survey notification, you could have located this survey to fill out by clicking on the large Survey... button on the Remedy Support Console.

Step 9 - Review current Bulletins by clicking on the large Bulletin Board button on the Remedy Support Console. A list of current bulletins will be displayed first.

Clicking on the Details... button will open the selected Bulletin.

Click on both Applet Window Close buttons to clean up the mess when you are done. If there is an attachment to the Bulletin, a file name will appear. You can right-click View the attachment if your desktop is configured to open that file type, or you can save it locally on your hard disk.

When you are finished using Remedy Web, close all of the open Applet Windows in reverse order, click on the Exit button on the Remedy Task Finder window, close the Remedy Web splash screen window, and you are back (whew!) to Help Desk Central. Actually, this will not be true if you are running Windows 2000, in which case Sun Java 1.2.2 will die horribly and crash all of your open browser sessions.

Enjoy.

Remedy: Take the Cure