This documentation supports the 19.08 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

19.08 enhancements

This topic contains information about enhancements in the version 19.08 of Remedy Action Request (AR) System.

Related topics

Downloading the installation files

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.08 enhancements

Remedy AR System enhancements

The following sections provide information about the enhancements in the 19.08 release.

Ability to call third-party REST APIs in a Remedy application

As a developer, you can call third-party REST APIs by using Remedy Developer Studio. You can call third-party REST APIs in a Remedy application, provided the third-party application exposes its REST APIs. 

For more information, see Calling third-party REST APIs in a Remedy application.

Support for single sign-on for Remedy Developer Studio

To standardize the authentication method for the users of Remedy Developer Studio, the Remedy System Administrator can enable Remedy Single Sign-On (Remedy SSO).

The following image shows the login dialog box when Remedy SSO is enabled:

If you are the Remedy System Administrator, see Enabling Remedy Single Sign-On for Remedy Developer Studio. If you are a Remedy Developer, see Starting and logging on to Remedy Developer Studio.

Performance improvement by using Subquery algorithm

The new Subquery algorithm enables an administrator to obtain results faster from the RLS-enabled fields.

You can use the Subquery algorithm on a form where you observe a performance issue while fetching data from RLS-enabled fields. For example, in Remedy Smart Reporting, querying the database might take more time for users other than administrators. In this case, using the Subquery algorithm fetches the search results faster.

For more information, see Improve performance by using RLS algorithms.

Support for Exchange Web Service in Remedy Email Engine

Starting with Remedy AR System 19.08, you can choose a new protocol called Exchange Web Service (EWS) as the email server type while configuring your mailbox. On the AR System Email: Mailbox Configuration form, you can select EWS as the Email Server Type. Remedy Email Engine supports integration with Microsoft Exchange Server 2016 and later.

After upgrading to Exchange Server 2016 and integrating Remedy Email Engine with Exchange Server 2016, you can send and receive emails by using this protocol.

For information about configuring mailboxes, see Configuring incoming mailboxes and Configuring outgoing mailboxes.

Improved usability when adding all form fields to the AR System Report

You can select all fields in a form when you are creating an AR report. This usability enhancement is especially helpful if the form has multiple fields and you want to select all fields in one go.

For example, if you are creating an AR report by using CTM:People form data, the Add All button helps you add all fields in the form.

For more information, see Defining custom AR System Reports.

Improved troubleshooting for Mid Tier session timeout (9201 error)

The new functionality in Remedy Mid Tier facilitates you to differentiate between all possible causes of the 9201 error. You can use the unique mid tier instance ID (MTID) to quickly determine all possible causes of timeout errors with error code 9201.

The Mid Tier log file tracks the MTID, session ID, and cookie ID. When a session timeout occurs, you can check Mid Tier log files and track the session timeout cause by using the unique MTID.

For more information, see Troubleshooting the ARERR 9201 error.

Ability to modify the permissions of components in Centralized Configuration

An AR System Administrator (-110) and AR System Configuration Administrator (-100) can access the Centralized Configuration components and modify permissions of all components in the Centralized Configuration. An administrator can modify the default permissions by using the AR System Configuration Permission Model Registry form.

For more information, see Modifying the permissions of components by using Centralized Configuration.

PostgreSQL support

Remedy 19.08 supports PostgreSQL 10 database to provide a cost-effective alternative to the existing supported database systems that you can use with Remedy. The PostgreSQL support is available for fresh installations of Remedy 19.08 on a few selected Linux-based operating systems. To use PostgreSQL database, you must install Remedy 19.08 by using silent installation. For more information, see  Configuring a PostgreSQL database for AR System installation .

What else changed in this release

There are changes to the out-of-the-box objects. For a complete list of modified objects, see  List of objects modified in 19.08  in the Remedy Deployment online documentation.

Additionally, the following table lists the changes in the product behavior:

UpdateProduct behavior in versions earlier than 19.08Product behavior in version 19.08
Re-branding of the Mid Tier login screen

The following image shows the Mid Tier login screen for version 19.02 and earlier.

The Mid Tier login screen is aligned with the BMC standard UX framework as shown in the following image:

After you upgrade to version 19.08 from an earlier version, you can continue using the same URL that you used to log in to Mid Tier.

For more information, see:

Re-branding of the Mid Tier Config Tool

The following image shows login screen of the Mid Tier Config Tool for version 19.02.

The log in screen of the Mid Tier Config Tool is aligned with the BMC standard UX framework as shown in the following image:

A common identifier to trace the flow of execution of APIs across log filesNo common identifier is available to trace the flow of execution of APIs across log files.

In AR Server and CMDB Engine, a trace ID is a common identifier available in the log files, such as API log, SQL log, Escalation log, and CMDB engine debug log.

By using a trace ID, you can:

  • Trace the flow of execution of APIs across different log files. For example, you can correlate an AR API log file with a CMDB Engine debug log file by using the trace IDs in these log files.
  • Verify that a particular log statement has arrived from a particular API.
  • Keep track of all the actions happening in the AR System because of the executions of escalations and filters.
  • Correlate logs from different servers in a server group from the same client.
Content-Security-Policy (CSP) header to prevent the browser from ClickJacking.

The Content-Security-Policy (CSP) header prevents the browser from
ClickJacking. This header controls:

  • Whether your web-page can be loaded in <iframe>,
    frame>, <object>,
    embed>, or <applet>
  • The domains on which the web page is loaded.

The arsystem.security_

parameter enables you to set the Content-Security-Policy header in the file by using Centralized Configuration. For more information, see arsystem.

You can also set the header by using the web.xml file located in the <Install directory>\BMC Software\ARsystem\midtier\WEB-INF folder. For more information, see Enabling cross launch to mid tier.

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