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What is Remedy@Duke?

Remedy@Duke is a user group for all Remedy users at Duke University and Health System.  Members serve as an advisory group, providing valuable feedback and input to the Remedy Steering Committee and the Remedy Technical Team on the operation and development of Duke's Remedy environment.  This Wiki is your source for all the latest information about Remedy.

Development Work in Progress

Here is a list of the development work currently in our queue, and a list of recently completed tasks. Not listed are small issues and fixes that can be completed as a part of normal operational maintenance.

Projects

Projects are considered major enhancements to the Remedy environment - too large to be called an enhancement or a bug. Generally, projects take 1 to 6 months, with 3 months being the average.

Project

Scheduled Start

Expected Deployment

Telalert replacement

September 2009

January 2010

Note: Scheduled Start Dates and Expected Deployment Dates are subject to change based on requirements, analysis and design once the project begins. The dates listed here are only target dates based on preliminary discussions about the project. Once development on a project has started, the dates associated with that individual project will be accurate.

Upcoming Maintenance

The Remedy Environment has a routine maintenance window every other Saturday from 9am - 12 Noon. During this time, one or more Remedy components may be unavailable.   Check this page for the most current information about the use of these maintenance windows.   If you have any questions about Remedy maintenance, please send them to remedy-users@duke.edu.   Upcoming maintenance windows are:

  • December 12: Windows patches

How We Prioritize Our Remedy Tickets

Let's say that you submit a Remedy ticket to the Duke Remedy Team.  It could be for a simple administrative chore, such as a new user account or a change to your group escalation.  Or maybe you would like to have new CTIs added.  Have you ever wondered how your ticket is prioritized along with the others we receive?  Click here for a description of how we prioritize the tickets we receive.  After a ticket receives a priority, it is resolved in the order it was received within each priority group. This system is taken directly from the ITIL principles handbook and has been approved by the Duke Remedy Steering Committee.

Important Dates

  • Remedy Technical Team - The Remedy Technical Team meets every other Wednesday from 3:00 - 4:00 at the American Tobacco Campus in the Trinity Conference Room.  Upcoming meetings are:
    • December 9
  • Remedy Steering Committee - The Remedy Steering Committee meets monthly, alternating locations between Hock Plaza and the American Tobacco Campus.  

How to Join Remedy@Duke

You can join Remedy@Duke through the Duke Mailing List Manager by following these instructions.

  1. Click here and login with your NetID and password
  2. Enter remedy-users in the search box titled "Search for the list" and press the Search button
  3. Scroll down until you see a list on the left side of the screen under the heading List Operations
  4. Click subscribe and confirm that you want to join the list
  5. You are now registered and you will receive an e-mail confirming your registration.

Have a Suggestion?

You may have found yourself wondering, "Wouldn't it be great if Remedy did <insert your idea>?"   Others here at Duke may have had the same thought.  Here is your chance to tell the Duke Community how Remedy could serve you better.  By sending your suggestion to our group discussion list remedy-users@duke.edu, your idea will be sent to all members of Remedy@Duke - each of them can chime in and even add their own twist, making your idea more useful for everyone at Duke.  Best of all, this list is moderated by the Remedy Technical Team, so the evolution of your idea is witnessed by the very folks who will help you see it through.

About This Wiki

This site is maintained by the OIT Application and Database Services team and is used to communicate information related to the Duke Remedy environment.


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