This documentation supports the 19.11 version of Remedy Action Request System, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

19.11 enhancements


Remedy Action Request (AR) System 19.11 is available only to BMC Helix subscribers (SaaS).

This topic contains information about enhancements in the version 19.11 of Remedy Action Request (AR) System.

Related topics

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.11 enhancements

Remedy AR System enhancements

The following sections provide information about the enhancements in the 19.11 release.

Ability to send event notifications from AR System forms to external applications

You can use the webhook to send real-time event notifications to external systems from the AR System server. The webhook definition eliminates the manual effort required to create workflows and removes the need for continuous server polling. 

To receive automatic notifications when an event occurs on an AR form, you can register a webhook by using AR REST API. An event could be creating, updating, or deleting a record on that AR form.

The following diagram shows how the AR System webhook works: 

For more information about registering and using AR System webhook, see Adding AR System webhook to receive automatic notifications.

New REST API endpoints to retrieve menu metadata

You can use GetMenu and ExpandMenu endpoints to retrieve menu metadata. Menu metadata enables you to retrieve all the information required in a menu such as labels and values. The GetMenu and ExpandMenu endpoints help to perform faster design level integration between a Remedy application and a third-party application without using Remedy Developer Studio. 

For example, you have a menu that displays continents in the world. When you select a continent, another menu asks you to select a specific country. You can use the GetMenu endpoint to retrieve metadata of the Continent menu. Later you can use the ExpandMenu endpoint to retrieve details of the Continent menu.

For information about retrieving menu metadata, see Retrieving menu details by using AR REST API.

For information about GetMenu and ExpandMenu endpoints, see the Operations on menu objects section in the Endpoints in AR REST API topic.

Improved search results (FTS and MFS) with exact match of search strings

Starting with Remedy AR System 19.11, you get improved search results because Full Text Search (FTS) and Multi-Form Search (MFS) support exact matches for quoted strings even if the quoted strings contain ignore words. On the AR System Administration: Server Information form or on the Remedy Management Console: FTS Management form, you can enable the setting that returns accurate search results for quoted strings containing ignore words. Thus, the end users do not experience any inconsistencies in search results and get precise matches instead of getting other related search results.

The following image shows the FTS tab of the Server Information form:


The following image shows the advanced configuration options on the FTS Management form:


For more information about the Support Exact Matches for Phrases setting, see Enabling exact matches for full text searches and Configuring the Ignore Words List.

The URL-Safe-Encode command to encode the URL input

The URL-Safe-Encode command enables you to convert a string into a valid URL format. This command encodes the URL input based on the UTF 8 standards.

When this command is invoked, the AR System server takes care of the special characters in the URL. For more information, see URL-Safe-Encode command.

A new report format called Spudsoft Excel for AR Web reports

AR System Report Console features a new export format called Spudsoft Excel. You can export your custom Web report to this format. This format supports both List and Chart views.

For more information, see Defining custom web reports and Exporting a custom web report.

What else changed in this release

The following table lists the changes in the product behavior:

UpdateProduct behavior in versions earlier than 19.11Product behavior in version 19.11
Improved AR System Web Service output

If an XML element to be returned in a Web Service output has a NULL value, AR Server searches for any associated default value that is defined for that element in XML Schema Definition (XSD) or Web Services Description Language (WSDL). If the default value exists, AR Server assigns that value to the XML element, but still adds the xsi:nil attribute with the value true to that element.

AR Server adds the xsi:nil attribute only if the XML element has a NULL value, is defined to allow NULL values (Nillable=true), and there is no default value assigned to it.

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