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Contact the DTS Service Desk

 

24/7 via Live Phone
Phone

Direct:    801-538-3440
Toll free: 800-678-3440
 

Submit a Service Request via the Web
Phone Most efficient for non-urgent requests. Create a Service Request (Remedy Ticket). (Requires UMD login)
 

24/7 Live Online Help
24 x 7 Support Chat live with a Customer Service Representative

 

Download and install the Remedy Client - (for licensed technical support staff only)

 

Remedy Client Information

Three steps to assist licensed DTS Help Desk users to download, install and use Remedy software:

  1. Uninstall Remedy
  2. Download and Install Remedy Client
  3. Manage Your Account

You must uninstall any older version of Remedy (up to 6.3.x) before installing the new version.

If you have a contract with DTS for Help Desk support and you don't have a license and/or logon ID, OR you need Read access to our Remedy Help Desk application, please contact our Customer Support Help Desk at 801-538-3440 or toll free at 800-678-3440.

Uninstall Remedy

If you have macros, reports, or saved searches that you do not want to lose, copy your ARcmds folder and its contents to a directory that is gets backed up before uninstalling Remedy.

  1. Back up your ARcmds folder. (See the note above.)
  2. Click on the "Start" button in the lower left corner of your desktop. Note: Depending on your PC operating system, some of the uninstall instructions may vary slightly.
  3. Select "Settings."
  4. Select "Control Panel."
  5. Double click on "Add/Remove Programs."
  6. Select "Remedy User 5.x or "AR System User 5.x" (If you have 6.3 you can skip the uninstall steps.)
  7. Click on the "Change/Remove" button.
  8. Click on "OK."
  9. Select "Yes to All."
  10. Select "Yes."
  11. Select "OK."
  12. Select "OK."
  13. Select "Yes."
  14. Select "Yes."
  15. Select "Close."
  16. Restart your PC.

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Download and Install Remedy Client

  1. You MUST Uninstall any older version of Remedy(up to 6.3.x).
  2. Exit all Remedy applications.
  3. Download Remedy 7.0.1 Patch 1
  4. Click Open
  5. Double Click on user_P1.exe
  6. If you get a message that says “Do you want to run this file?”- Click Run.
  7. Enter the following answers when asked for them during installation:
    • English (if necessary) - Press "OK" and wait for the InstallShield Wizard.
    • Next
    • I agree
    • User Name (Your Name)
    • Company (State of Utah)
    • Next
    • Next
    • English
    • You should be at the Choose Destination Folders. The Main Install Folder should be C:\Program Files\AR System\User. The Home Folder should be C:\Documents and Settings\ \Application Data\AR System\HOME.
    • Next
    • If necessary, Add "remedy.dts.utah.gov" then press OK.
    • Next
    • Next
    • Restart Now/Later - Finish

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Manage your Remedy Account

When logging in, this setting will allow you to select your User Name from the drop down menu.

  1. Click on Start, Programs, BMC Remedy User
  2. When the login prompt appears, type your User Name (first name and last name, in UPPER CASE letters).
  3. Select Accounts.
  4. Select Users.
  5. Select Add.
  6. Your name will go in the list above.
  7. Select OK.
  8. Select OK.
  9. Select OK.
  10. You should be back to the Login prompt now.
  11. Click on the User Name drop-down list and select your name.
  12. Enter your UMD/LAN password.
  13. Select OK.
  14. Close Remedy ARS by clicking on the top X in the upper right hand corner of your screen.

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