List of Enhancements Requested for Remedy

Below is a list of enhancements/new features that have been requested for Remedy. Although we cannot promise that we will complete everything, we will do the best we can.

The list is in no particular order:

  1. Enhancing the Profile button on the Help Desk Case screen.
    We already have plans to provide additional information when clicking on the Profile button (such as home phone, address, etc.)
  2. Accepting Ownership of a Case.
    The request is for when a case is assigned to a group and a member of that group opens the case, that clicking the Accept button will automatically put a line in the work log saying "user x accepted this case" and automatically save the case.
  3. Save and Close button
    Adding a button on the Help Desk Case screen to both save and close the case. This would be in addition to the existing separate Save and Close buttons.
  4. Improving the Refresh on the IT Support Console
    By default there are three separate Refresh button on the IT Support Console. A request has been made to create only 1 and/or to have the page automatically refresh every 5 minutes or so. Ideally we would like to have the automatic refresh, but that may be a challenge technically.
  5. Enhanced Time Tracking
    The current version of Remedy only tracks a single "total time spent" for a case. This time is not broken down by group or by individual. So if two or three groups and four or five individual worked on a case, their individual time is not tracked. We would like to keep better track of an individual's and/or group's time.
  6. Having the Enter key work when looking up someone on the Search People screen.
    Currently when do an advanced search for someone on the Help Desk Case screen (by clicking the Find button) - you have to click on the Search button in order to execute the search. Several people have requested the ability to just hit Enter and have the search performed.
  7. Search People form should sort by Last Name then by First Name
    Currently the Search People form sorts initially by just Last Name. A request has been made to have it sort first by Last Name, then by First Name.
  8. Increase size of the Work Log
    Increase the size of the work log, especially for the web version.
  9. Link cases to "Workstation ID's" or other "assets"
    It has been requested to be able to track cases by various assess such as a computer workstation. This would allow the ability to see trends or problems with certain workstations. This would start to go down a path towards asset management/tracking which Remedy does support. We will be investigating the feasibility to add this type of functionality.