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Remedy Installation and Upgrade Information

Remedy User Tool Upgrade

April 28, 2005

If you have questions or problems, call or email Shawn Hall of OAAIS at (415) 476-8758  or at shawn.hall@ucsf.edu.

Most people will not use Alert for notifications.  Do not install it.  If you are unsure, please contact Shawn Hall.

If you are installing for the first time, not just upgrading, skip to step 7.

  1. Located in the Program Files:Remedy:Home folder (or Program Files:AR System:Home), delete the file "ar.ini."

    If you don't see the ar.ini file, make sure the folder view options allow you to see all files.  Also, in the Home folder, open the folder "ARCmds," if you see any files with the extension ".arr" (saved report styles) copy this folder to the desktop.

  2. Remove the old version of Remedy using the "Add/Remove Programs" application from the Control Panel.
  3. If advised there are shared files to be deleted, choose No to All.
  4. If asked, "Delete files in Program Files\Remedy?" Click NO.
  5. If asked, "Delete files in Program Files\Remedy\Home?" (or Program Files:AR System:Home), click NO.
  6. You should be asked to reboot.  Even if not asked, reboot before installing new version.
  7. Close all applications. Run "user.exe" (Win2000/XP - 41.7mb).

    If you are installing for the first time, start with this step.

  8. Choose Setup Language. Select English, then click OK.
  9. Welcome screen, click NEXT.
  10. Software License Agreement, click I Agree.
  11. Select Components - IMPORTANT: If the PC has the PeopleSoft application,
    UNCHECK the component "Crystal Reports"; Otherwise both should be checked;
    click NEXT.
  12. Select Action Request System User Resource - English should be checked, click NEXT.
  13. Choose Destination Folders.

    Main Installation Folder:  :c:\program files\ar system
    Home Folder:  c:\program files\ar system\home

  14. Remedy Server Name - Add/modify 'ucsfremprod.ucsf.edu', add Port/TCP "2020."
  15. Click NEXT. Installation finishes. You may be asked to reboot. Even if not asked,
    reboot before opening application.
  16. If you copied the folder "ARCmds" to your desktop, copy it back to
    Program Files:AR System:Home folder (okay to replace the empty "ARCmds" folder).
  17. If you already have a Help Desk icon on the desktop or Start menu from previous
    version, double-click to open.

    If this installation is NOT an upgrade continue with Step 18. (create icon)

  18. Go to Start-->Programs-->Action Request System-->Remedy User.
  19. Login.
  20. Click on left-most button in the task bar at the top (looks like a clipboard) or from the menu, select File-Open.
  21. Sort the list by clicking on the column name "Type" so that the Applications are listed at the top. Click once on 'Remedy Support' (Type Application).
  22. Use your Right mouse button and select 'create a shortcut' and place shortcut on the desktop.
  23. Close out of Remedy User.
  24. Look for the 'Remedy Help Desk Support' icon you just created on the
    desktop and double-click to open.
  25. Login. You should see Remedy Service Console.
  26.  Optional: In Start Menu, get rid of Remedy User shortcut and put a copy of the Remedy Help Desk Support icon in its place.

That's it...Thanks!!! 

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