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.

Workflow comparison

The following table summarizes the functionality of active links, filters, and escalations.

Workflow comparison

Active Links



Where performed

Client, current form window



Executed by

A user performing an action

A specific operation

A specific time


Help the user to do something

Implement and enforce business rules

Initiate and ensure timely actions

What they do

Start a series of actions that are conditionally interpreted.

Test every server transaction on the form to see if conditions are met in the current request, and respond by taking specific actions.

At a specified time or time interval, check whether conditions are met for requests existing in the form, and if so, perform actions on requests that meet conditions.

Run with permissions of





Populate all name and address fields when user presses Enter in Last Name field.

Notify support staff members when they are assigned a new request.

Page a support staff member if a Critical request has not been addressed in one hour.

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