As mentioned above, the component of Remedy that will affect customers the most is ARWeb. The ARWeb interface is a JavaScript-based web site product that provides direct access to the Remedy system. Check the status of their own trouble tickets, close them once they have been resolved, and reopen them if they have not really been resolved. Search the solution knowledgebase before opening a new trouble ticket. Fill out a customer satisfaction survey, following a prompt after trouble call closure.
Many useful links appear right on the home page, such as current Bulletins about system outages.
Select Customers on the top frame of the Web page, and you will find more detailed instructions as well as a list of links on the left that open directly into the ARWeb forms to the Remedy database. Select Request Queues to see what cases are open in your business or academic unit. Baylor Medical, Duke, Harvard, Illinois, Indiana, Iowa, Georgia Tech, Missouri, Northwestern, NYU, Ohio State, Stanford, U of Georgia, U of Miami, and U of Houston. Of these, Northwestern University has one of the most extensive deployments, with a large number of their business applications unified around a single, central Remedy database of university customers. Ohio State has used Remedy to automate almost every aspect of computer e-mail account creation, management, and problem resolution for over 70,000 customers on five campuses.