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Retiring Remedy

After April 27, Remedy will no longer receive new tickets. Remedy users have until June 27 to close existing tickets. After June 27, support groups will have read-only access in Remedy.

If you're using Remedy to collect requests from users and to track tickets, now is the time to make plans to:

  • Move to ServiceNow to accept requests and track tickets
  • Close all open Remedy tickets by June 27, 2019
  • Replace existing PCATs, which are Remedy deep links, with ServiceNow deep links

The ServiceNow Project team can help you with the transition process. If you have questions or concerns, submit a Help ticket.

Why is Remedy going away?

For the past decade, UIT has delivered services using tools such as Remedy (HelpSU), PMG (OrderIT), Drupal (Stanford Answers) and a variety of other systems. 

UIT's multi-year ServiceNow Project aims to migrate Remedy to ServiceNow (Services & Support), the preferred tool to use at the university. This will allow us to:

  • unify multiple processes and tools into one consistent and integrated system
  • simplify our community’s experience while expanding support options
  • increase internal efficiency and resolve issues more quickly, and
  • drive continuous service improvement with better data and metrics.

These benefits can improve how UIT and other campus service providers deliver and support services. 

What tool should I use in place of Remedy?

ServiceNow is the preferred tool for use at the university. If your group has not already been contacted by the ServiceNow team to plan your migration to ServiceNow, please submit a request as soon as possible. The team will work with you to transition from Remedy to ServiceNow.

Submit a request to the ServiceNow team.

What do I do with my open Remedy tickets?

Resolve your Remedy tickets, or close your Remedy tickets and open new tickets in ServiceNow so that you can work on the tickets to completion.

If you have a queue in Remedy that is receiving new tickets, please send an email to Chris Lundin. He will work with you to determine the most appropriate strategy for that queue.

What will happen to my PCATs?

Once Remedy is shut down, existing PCATs will no longer work. You should either remove or replace PCATs with deep links in ServiceNow.

Follow these instructions on how to get a ServiceNow deep link for a service.

Are we close to complete Remedy ticket closure?

We're almost to the finish line. We need your help to get there. There are still active groups in Remedy, as well as new Remedy tickets coming in. You can follow the progress of those closures in the following graph and table.

Subscribe to the Service Management Newsletter for regular updates on the ServiceNow project. 

 

  Open Remedy Tickets Unassigned in Remedy Received in Remedy Last 7 Days Active Groups in Remedy
April 1, 2019 250 56 48 43
March 28, 2019 283 93 45 43
March 18, 2019 283 93 36 43
March 11, 2019 299 96 50 44
March 4, 2019 304 106 41 44
February 25, 2019 338 96 35 45
February 18, 2019 334 92 25 44
February 11, 2019 357 113 62 45
February 4, 2019 439 180 97 56
January 28, 2019 479 217 60 79
January 21, 2019 332 192 55 84
January 14, 2019 779 491 74 89
December 31, 2018 743 471 8 91
December 24, 2018 745 480 76 91
December 17, 2018 788 500 246 103
December 10, 2018 871 539 262 103
December 3, 2018 932 607 291 103
November 26, 2018 949 638 162 * Thanksgiving Week 103
November 19, 2018 942 597 230 103
November 12, 2018 918 596 231 103
November 5, 2018 935 628 249 103
October 29, 2018 1,011 684 261 103
October 22, 2018 1,086 740 233 111
October 15, 2018 1,096 726 227 111
October 8, 2018 1,597 1,198 268 123
October 1, 2018 1,742 1,304 339 130
September 24, 2018 1,975 1,425 428 136
September 17, 2018 1,920 1,503 481 148
September 10, 2018 1,966 1,335 422 155
September 3, 2018 1,912 1,293 409 160
August 27, 2018 2,257 1,386 415 170
August 20, 2018 2,813 1,927 962 171
August 13, 2018 3,003 2,051 961 172
August 6, 2018 2,701 1,778 863 173
July 30, 2018 2,540 1,566 674 178
July 23, 2018 2,567 1,518 662 196
July 16, 2018 2,601 1,519 753 201
July 9, 2018 2,692 1,746 582 215
July 2, 2018 2,721 1,571 743 245
June 25, 2018 2,914 1,816 779 249
June 18, 2018 3,371 1,928 836 317
June 11, 2018 3,642 2,056 843 327
June 4, 2018 3,859 2,107 648 332
May 29, 2018 3,958 2,229 991 335
May 21, 2018 3,908 2,129 737 363
Last modified April 18, 2019