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Remedy Mobile (Mobile HelpSU )

After January 14, 2020, Microsoft will no longer provide security updates or support for computers running Windows 7. All Windows 7 computers used for Stanford activities should be upgraded to Windows 10 by January 2020. Learn more about upgrading to Windows 10 by January 2020.

Remedy Mobile, a homegrown solution built internally by University IT, went live right before winter break in 2012. We chose to do this instead of purchase Remedy’s solution, which would have required that we buy licenses for named users.

Many individuals use Remedy Mobile on their desktop as their primary ticket handling application.

Features:

View

  • View your active assigned tickets
  • View active tickets in an Assigned Group
  • View Categorization
  • View Description
  • View Worklog Entries
  • View Date/Time information
  • Color Coding Impact/Urgency

Modify

  • Modify Assigned Group
  • Modify Assignee
  • Modify Impact/Urgency
  • Modify Incident Type
  • Modify Ticket Status (including Close a ticket)
  • Modify Time Spent

Create

  • Create a new ticket
  • Create Worklog Entry

Contact the Requester

  • Clicking Phone number triggers your device to dial
  • Clicking Email generates an email with the requester's email address     

Preferences

  • View what groups are viewable

Technical Details:

The client is built using ARSPerl for Remedy integration and jQueryMobile to handle delivery to the mobile device. Basic HTML and jQuery/JavaScript are also in use with the site. The design work was prototyped using the Codiqa prototyping tool, and the code base works across iOS, Android, and Windows 7 mobile devices. Testing has been done completely on iOS devices (and desktop browsers), with some spot checking with an Android mobile emulator. It is currently working on Firefox and Safari browsers, and there are known issues still with Internet Explorer.

Last modified March 13, 2015