The recommended version of the Windows Remedy client at CERN is now 6.0.

Currenly (Aug 2004) versions 5.0 and 5.1 are widely used, but new features added in the last months to ITCM and PRMS have uncovered a number of bugs affecting mainly 5.0 (and early releases of 5.1). (Older versions, 4.5 and below, have been unsupported for a while.)

Also, the remedy server will be upgraded in the near future (date to be announced) and access using 5.0 clients will be disallowed.

To install version 6.0 of the client on your Windows PC, you have to go through the following steps:

STEP 1 (OPTIONAL) Save your PREFERENCES

• Yoy might ignore this step if there are no saved searches, macros or saved reports that you care about.
• All your preferences are stored locally. Preferences include:
  • Macros, stored in *.arq files (one per macro),
  • Reports, stored in *.arr files (one per report),
  • Searches: recent seaches and saved searches respectively stored in the files  <loginname>_recent.srh and <loginname>_saved.srh (v.g. ungil_recent.srh, ungil_saved.srh). Note: on your PC you may have different pairs of files with these names, corresponding to the different login names that have been used to log into the remedy server from your PC (typical example: your PC is shared by several people).
• The de-installation process may silently erase all your preferences. It is therefore strongly recommended to copy the directory that contains your preferences in a safe place before starting de-installing the client.
  • To do so, localize the folder used to store your preferences:
    • In the Remey User Tool, select Tools/Account... and then click on Users...
    • A table will show the home directory used for each defined user
    • Write down the original path, to give it to the instaler, and
    • Copy this folder(s) to another place, just in case we have to recover them later
  • If you do not find them at all and if you are sure you have preferences that you want to keep, then please contact remedy.support@cern.ch

STEP 2 Uninstall the previous installed version of the client

• Start the de-installation from Control Panel -> Add/Remove Programs
• Answer no when the installer asks if the HOME directory should be removed.
• Once the de-installation is complete, restart your Windows PC if it's requested by the installer.

STEP 3 Install the Remedy client 6.0

• Click on the link to download the file http://wwwinfo.cern.ch/project/remedy/clients/remedy_user_6.exe
• you can open the installer directly, or save it to your local disk to execute it from there
• Follow instructions of the installer
• If you are concerned about disk space, don't install the Crystal Report libraries (18MB)
  • Install in any case the ODBC driver (which doesn't require much space)
• Choose destination folders
  • The default values are C:\Program Files\AR System\User and C:\Program Files\AR System\HOME
  • The installer might detect that you already had the User Tool installed, and change the paths accordingly; otherwise you might change the home directory path in order to keep your settings (see STEP 1)
• Specify the Remedy server Location:
  • If the list of servers already shows sunar01, simpy reply Next
    • remove other servers that might be present in the list
  • otherwise, use the Add button to fill in the name of the server: sunar01 (leave the other fields empty)

STEP 4 Start using Remedy 6.0

• To start Remedy client for the first time:
  • Start / Programs / Action Request System / Remedy User
  • write your User Name and Password, and write sunar01 in the Preference Server field.
  • click OK.

STEP 5 (OPTIONAL) Restore your Preferences

• In case you have lost your preferences, you will have to copy the backed-up files (as done in STEP 1) to the new home directory C:\Program Files\AR System\HOME (or whatever directory was used in the installation)
  WARNING These files should be copied while the Remedy User Tool is NOT running, otherwise when you exit the program, the files will be overwritten.  
  • Copy all the searches (<loginname>_recent.srh and <loginname>_saved.srh files) under the new Remedy Home directory C:\Program Files\AR System\HOME directory.
  • Macros (*.arq files) and reports (*.arr files) have to be stored in the ARCmds sub-directory under the new Remedy home directory. Copy those backed-up *.arq and *.arr files into C:\Program Files\AR System\HOME\ARCmds
• Restart the Remedy client and you should be able to use your Preferences.

 

In case of any other problem please contact remedy.support@cern.ch