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Changes to Remedy

Related services: Remedy


Next week an upgrade to Remedy may mean that some users will no longer see the Service CI notification when switching services that says:

“You have modified the Service or CI. Would you like to keep the existing Service or CI relationships?”

Users will not see this CI notification if their support organization has “Select a Service” as their default service. Users who start with a value other than “Select a Service” will continue to get the Service CI notice, and should continue to answer “no."

What is “Select a Service:”

Select a Service is for incidents created via email, you can now default the service value to “Select a Service” instead of “Misc.” When you default the service field to this value, staff will be required to select the appropriate service before resolving/closing an incident.

If you have questions about this functionality please email remedy-admin@cornell.edu.

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