• How to print a query ?

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  PRESENTATION

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  In the previous version 4 of the Remedy, there used to be the "Display" link by default which was giving access to a display page.
  This page was used to print one query/ticket at a time.

  With the new version 6, this by default feature, has gone.
  Instead, the reporting feature is available on the web.
  Among others this feature provides the possibility to print many queries/tickets at a time.
  To use the reporting feature please read the next paragraph How to use the reporting feature?.

  However, it is always possible to write a display button for any schema.
  If you prefer this option, please contact the Remedy team.

• How to use the reporting feature ?

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  PRESENTATION

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  As in the previous version 4 of the Remedy, the reporting feature enables to print the entries returned by a search. A single row can be printed out as well as many rows at the same time. With version 4 this feature was only available on the user tool, whereas now it is available on the following web pages.

   

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  HOW TO ACCESS THE PRINTING FEATURE

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  The reporting feature can be accessed by using the Report button found at the bottom of the result list pane when searching for entries.

  

   

  1. The ReportSelection form will open with a list of available reports.
  2. You will be able to either use one of these, if it is accessible to your form. Or you could create your own report.

      

• How to change one's personal data ?

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  PRESENTATION

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  The following personal information is stored in the Remedy database:
   
  1. login name,
  2. password,
  3. full name,
  4. Group list,
  5. License type,
  6. Default notify mechanism,
  7. Additional information on the creator.

      

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  HOW TO CHANGE THE PERSONAL DATA

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  Some of the data mentioned above can be updated directly by you. These are the full name, your password, the default notify mechanism, your email address and your location.
  1. First, open the user form
      
     

  2. second run a search on that form
      
     

  3. You can then update the mentioned data
      
     

      

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  SPECIAL CONSIDERATION WHEN CHANGING THE PASSWORD

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  There are two ways for changing the password.
   
  1. Either from the Change PWD form found on the Home Page.
  2. Or through the User form, as explained in the paragraph below.

     If this later way is chosen, please remember the following:

     1. whenever you change your password on the User form, your session takes into account the new password right off it changes.
     2. Therefore, your session is immediately switched off and you get the following error message
     3. You have then to login again with your new password.

        

• How to delete datas ?

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  CONCERN

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  How can a user delete any entry (wrong datas from a form or tests tickets/reports) ?

   

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  SOLUTION

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  At the moment there is no way for a normal user to delete any data from any form.

  In order to have your data deleted from the Remedy server, please send a request to the Remedy team.

• Known bugs and work arounds

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  SAVING THE PASSWORD

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  1. Under Mozilla, if the password is saved, it is not recognized next time you try to login. The case has been escalated to Remedy.
  2. Remedy answered that there is no bug in respect to this issue.
  3. Work around: A workaround has been found by the ESO Remedy team.
      

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  WHEN GIVING A WRONG USERNAME

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  1. The same error message is displayed, no matter the password or the username is wrong. In both cases the error message only mentions the password.
  2. Work around: No
      

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  THE ADVANCED SEARCH

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  1. The “Selection values” does not work correctly. Remedy is aware of the problem.
  2. Work around: No
      

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  SOME CHARACTERS COMBINATION IN EMAILS ARE FORBIDDEN       

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  1. A combination of a colon ( “:” ) with certain words produces an error whenever the Email engine collects emails.
  2. The following combination have been tested and are problematic:
     
     
     1. Action:
     2. Form:
     3. Login:
     4. Server:
     5. Name:

     Therefore, the above mentioned words should not be followed by a “:”.

  3. Unfortunately, the above list is not exhaustive.
  4. Remedy has been notified of this issue. A solution could be found soon.
  5. Work around:
     on the email engine server, for all incoming emails, a script exchanges all colons found in the body with an equal sign ( “=” ).
     If for any reason, this solution could be problematic for your concerned schema, please refer to the remedy team.

You reached this point !
You red this page till the end !
You can now claim a coffee !

For any further assistance or question,
please contact the remedy team.

S.Rahimpour