FIO/FD provides a problem and call tracking service based on the Action Request System from Remedy (currently owned by BMC).

AAt the moment, the service runs on a SUN 450 (sunar01). In case of catastrophic failure of the main server, the service is moved onto a standby SUN 450 (sunar02). More details are available on hardware and failover configurations in specific pages.

In the near future, by the end of Q2 2007, the service is to be upgraded to Linux on much more powerful hardware.

Worklists and workplans for the service are regularly updated.

Two mailing lists are available to the users : remedy.support@cern.ch is used to post to Remedy administrators problems or requests for enhancements,  remedy-users@listbox.cern.ch can be used for announcements or user discussions.

FIO/FD is currently supporting three main applications based on the Action Request System: PRMS (General Problem Management System), ITCM (Specialized Contract Management System) and HMS, the Hardware Management System used to control installations, moves, retirements and repairs of machines in the Computer Centre. 

PRMS has been developed on top of the Remedy/HelpDesk application, originally for the Desktop contract. It has been later widely extended to become a general problem tracking system.  ITCM has been developed originally to manage the PDP/SERCo SLA and has been extended to simultaneously manage several SLAs.  Both applications started in production in 1999 and are still evolving. More explanations about the applications can be found in their respective pages (PRMS and ITCM).

The main developers and supporters of IT Remedy applications are Maciek Stepniewski and William Tomlin.

Users can access REMEDY applications via the Action Request System client (for Windows, also available in the Windows Terminal Service) or via the Web. The Windows client can be downloaded from our pages. Unix and MacOSX users can use the Web access (Direct Web Access to PRMS and Direct Web Access to ITCM), or the Windows Terminal Service.

In case of question, problem or suggestion, please contact remedy.support@cern.ch.