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UNC-CH Remedy Implementation

UNC-CH Remedy Implementation. Tomee Howard Freaky Friday Presentation May 16, 2003. Overview. Remedy Team Campus-Wide Implementation Multiple Applications & Access RFS: Features & Futures Q & A. Remedy Team. Remedy Development Remedy Services. Remedy Development.

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UNC-CH Remedy Implementation

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  1. UNC-CHRemedyImplementation Tomee Howard Freaky Friday Presentation May 16, 2003

  2. Overview • Remedy Team • Campus-Wide Implementation • Multiple Applications & Access • RFS: Features & Futures • Q & A

  3. Remedy Team • Remedy Development • Remedy Services

  4. Remedy Development • Administer Remedy Application Software • Keep Remedy Available • Maintain All Remedy Applications • Increase Functionality of Current Apps • Develop New Applications • Third Party Product Evaluation • Harass Tomee

  5. Remedy Services • Provide User Support, Training & Documentation • New Groups and Users • Proxy between Users & Development • Purchase & Track Licenses • Develop & Maintain Web-Submit • Reporting • Evangelists

  6. Campus-Wide Implementation • Who Uses Remedy – (link) • Group Data Administrators • Remedy Advisory Council • Scalable Enhancements • Change Management

  7. Campus Best Practices • “Because” in the Work Log • Assign to Group • Major Searches 4 PM – 8 AM

  8. Multiple Applications • Project Tracking System PTS • Hardware Repair • Asset Management (Loaner) • RAM Shop

  9. Multiple Access Points • Windows • Unix Client • RFS Lite – (link) • Remedy Web • Email Update and Email in • Web Submit – (link)

  10. RFS: Features • Onyen Look-up • Audit Trail • Blox Tab • Email Notification of Updates • IP/Hardware Address Look-up

  11. RFS: Futures • Attachments to RFS • On-Call Scheduling • Expanded Reporting • Upgrade Server to Remedy 5.1

  12. Remedy 5.1 • Increased Fault Tolerance • Kerberos Authentication Ability • Email Notification of Ticket # if Ticket is Created by Email-in • Web Application to Replace UNIX Client • Email Enhancements

  13. Questions • Likes and Dislikes • Would be nice features • Copy of slides available from: http://www.unc.edu/remedy/ • How to Contact Us?

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