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Create New Customers (Remedy Classic View)

Everyone with a NetID (everyone in Cornell's directory) already has a customer record in Remedy. You will only need to create a new customer if the customer does not have a NetID and the customer calls or walks in to get support. Before creating a new record, you should search to see if one has already been created, as described in the procedure below.

This article applies to: Remedy


You create the new customer record while creating a new incident.

  1. Go to the Incident Management Console page by clicking the Applications tab, then Incident Management, then Incident Management Console
  2. Click New Incident from the menu on the left. The Incident Request form will open.
  3. Click the Customer Search icon (magnifying glass) next to the Customer field.
  4. Enter all or part of both the First Name and Last Name fields, or all or part of the Email Address field.
  5. Click Search.
  6. If the search results include your customer, click on their record, then click Select. You'll be returned to the New Incident screen with the Customer field filled in. Continue with the procedure for creating a new incident.
  7. If the search results do not include your customer, click Create. A People window will open.
  8. Fill in First Name, Last Name, and Email Address at a minimum.
  9. For Company, select Cornell University.
  10. Click Save. You'll be returned to the New Incident screen with the Customer field filled in. Continue with the procedure for creating a new incident.

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