Options for Connecting to HelpSU and Remedy Applications
Access to the HelpSU application and other Remedy applications is available via the web for all users, and by using Remedy User software for Windows users.
It is recommended that all users utilize the Overview Console to connect to HelpSU, as that console displays all types of Remedy Service Desk requests: Incidents, Problems and Tasks. The Incident Management Console displays only Incidents (records with the prefix INC), so that if a support staff member has been assigned any Problem Investigations (records with the prefix PBI) or Tasks (records with the prefix TAS), those will not be displayed automatically.
Web-based Access
PC, Mac and Unix users can use the web-based Mid-Tier application to access the Stanford Remedy applications.
Supported Browsers
BMC Remedy supports only the following browsers:
| Operating Systems | Supported Browsers |
|---|---|
| Microsoft Windows Vista | Internet Explorer 7 and above Firefox 2.0 and above |
| Microsoft Windows XP | Internet Explorer 6 and above Firefox 2.0 and above |
| Microsoft Windows Server 2003 | Internet Explorer 6 and above Firefox 2.0 and above |
| Microsoft Windows 2000 | Internet Explorer 6 and above Firefox 2.0 and above |
| Macintosh OS X (10.1 to 10.4) | Firefox 2.0 and above Mozilla 1.7.3 and above |
| Macintosh OS X 10.5 | Firefox 2.0 and above Safari 3.0 and above |
| RedHat Linux (versions 4 and 5) | Firefox 2.0 and above Mozilla 1.7.3 and above |
| SuSE Linux (version 9 and 10) | Firefox 2.0 and above Mozilla 1.7.3 and above |
Remedy User software
- Download Remedy 7 Windows Client with Necessary Add-On DLL
NOTE: If you install this prior to Go-Live, your reports and macros on the current Remedy 5.5 system MAY be overwritten. - Instructions for Installing the Remedy Client [PDF]