Problem/Question:

How do I create a new solution in the NC State Remedy system?


Solution:

A new Remedy solution can be created by completing the web form at:

   http://remedy.ncsu.edu/project/services/

or by following the steps below using the Remedy Windows User tool.

Solution Life-cycle:

When a Remedy solution is created, ownership of that solution is
usually assigned to the person who has created it. The owner is
responsible for ensuring that the solution remains relevant, that the
content is accurate and that the correct list of keywords is
associated with the solution. Each solution has an associated  "Review
Interval. The default interval is six months, but the owner may select
from a variety of intervals depending upon the content of the
solution. When the review interval expires, the solution owner will be
notified via email. This is an opportunity for the owner to review the
solution and to make any adjustments to it. Selecting the "Reviewed"
button on the Owner tab of the Remedy Solution form will reset the
solution status to "Published" and reset the review interval to the
value selected by owner. If the owner fails to review the solution,
they will be "reminded" of this task every two-weeks. 


Steps to create a solution using the Remedy Windows User tool:

1. Choose "Create a New..." from the File menu, and then select
   "Solution" from the menu.

2. Fill in all of the required fields in the "Main" tab, and any of
the
   optional fields, as appropriate.

   Short Problem Description: This is a one-line description of the
     problem that is being solved, or the procedure that is being
     described. Keep it short, but make give enough information so that
     the reader can tell if this is the problem that they are having.

   Short Solution Description: This is a one-line description of the
      solution that is provided, or the procedure that is being
      described. As above, keep it short and descriptive.

   Status: An indicator of the current status of this solution. Most
      solutions start with a status of "Review Pending". As they are
      reviewed by other staff, and confidence in the accuracy of the
      content increases, the status may be changed to "Published".
      Depreciated solutions receive a status of "Retired" and
solutions
      that are no longer of value have a status of "Obsolete".

  Content Type: An indicator of the type of information that is in this
     solution. Currently, all of our solutions are of the "Text"
type.

  Distribution: An indicator of whom can view this solution:
     All: Solution can be viewed by anyone using Remedy or the WWW.
     NC State Only: Solution can be viewed by anyone using a computer
       on the NC State network using the WWW, or by anyone using Remedy.
     Internal: Solution can only be viewed using Remedy or via the web
       if WRAP authenticated and a registered Remedy user.

  Workgroup: You can (optionally) associate a solution with a particular
     workgroup. If the content is specific to a particular workgroup,
     this may be appropriate. This association may make it easier to
     locate the solution later. Currently, association with a workgroup
     does not affect access to the solution via the WWW, but probably
     will in a future version of the WWW interface.

   The remaining fields on the "Main" tab will be filled in
automatically.

3. Type the solution text into the appropriate field in the "Text and
   Keywords" tab. The format of the solution text should be as follows:

   Problem:

   A complete description of the problem/bug/feature/procedure that this
   solution is about. Give as much detail here as needed to make sure
   that others will be able to recognize this as the problem that they
   are having (or to eliminate it as a possibility).

  
   Solution:

   This is where you give the solution/workaround/procedure that this
   solution is about. Give all of the details here. Be as descriptive as
   possible. Include examples, and when appropriate, URLs to online
   documentation.

   Correctly formatted URLs will appear as links when the solution is
   viewed via the WWW interface. Set them off from the text to make it
   easy for the viewer to click on them:
   
      http://help.ncsu.edu

   Text typed into this window will appear to wrap, but it is a
"soft"
   wrap, and thus, not really helpful. To make your solution easier to
   read on the WWW interface, and when delivered via email, press RETURN
   at the end of each line so that "hard" returns are actually in the
   text. Make the lines 72 characters long, or less.
 
   Don't bother to put anything into the "Solution Keywords" list.
The
   keywords will be automatically extracted from the text fields when
   the solution is saved.

4. If there are words that you would like to associate with this solution
   that do not appear in the text or description fields, add them to the
   "Additional Keywords" field. If any of these words are already
   established keywords, they will be added to the list of keywords for
   this solution. If they are not already defined as keywords, they will
   be added as system keywords, in a provisional status, until they are
   reviewed.

5. Save the solution by pressing the "Save" button in the upper-right
   corner of the "New Solution" window. The new solution will be
assigned
   a unique number, and re-displayed in a "Modify Solution" window.

6. Review the keywords that were found in the text by pressing on the
   "Text and Keywords" tab. Press the "Refresh Keyword
List" button. If
   there are keywords that appear in the "Solution Keywords" list
that
   are not appropriate for this solution, select them (one at a time),
   and press the "Exclude Selected Keyword" button to remove that
   keyword. Repeat as needed to remove all inappropriate keywords. Be
   sure to remove all keywords that are not appropriate for this
   solution. Otherwise, subsequent searches will return solutions that
   really are not potential solutions for the problem at hand.

   To start over with the keyword selection process, press the "Extract
   Keywords From Text" button. This will rescan the text of the solution,
   and list any keywords that appear in the text of the solution. Then
   add or remove keywords as described above.

7. Choose the Owner tab and make sure that the selected "Review
Interval"
   is appropriate for this solution. If you are not the person who will
   be responsible for this solution on an ongoing basis, please assign it
   to the appropriate person.