Remedy Action Request System 20.02
Learn what’s new or changed for Remedy Action Request System 20.02, including new features, urgent issues, documentation updates, and fixes or patches. Also know about license entitlement information for the release.
The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy AR System 20.02 release.
To stay informed of changes to this space, place a watch on this page.
The following table lists the enhancements in this release:
|October 10, 2023||Patch 5 for version 20.02|
This patch consolidates all the patches and hotfixes delivered for Remedy AR System version 20.02 and later into a single patch release.
|January 13, 2023||Patch 4 for version 20.02|
This patch consolidates all the patches and hotfixes delivered for Remedy AR System version 20.02 and later into a single patch release. Patch 04 contains the updates delivered in Patch 01, Patch 02, and Patch 03 for version 20.02.
|October 23, 2022||Patch 3 for version 20.02|
This patch consolidates all the patches and hotfixes delivered for Remedy AR System version 20.02 and later into a single patch release. Patch 03 contains the updates delivered in Patch 01 and Patch 02 for version 20.02.
|October 06, 2020||Patch 2 for version 20.02|
This patch consolidates all the patches and hot fixes delivered for Remedy AR System version 20.02 and later into a single patch release. Patch 02 contains the updates delivered in Patch 01 for version 20.02, including Adobe Flash replacement capabilities.
Before you install this patch, ensure that Remedy AR System version 20.02 is installed.
|August 28, 2020||Patch 1 for version 20.02|
is available. You must directly upgrade from version 20.02 to Patch 2 (20.02.02) of Remedy IT Service Management Suite.
This patch consolidates all the hot fixes delivered for Remedy AR System version 20.02 and later into a single patch release. Following updates are available in the patch release:
February 21, 2020
Enhancements available in this release:
As an end user, navigate the Remedy AR System interface, create and manage reports, work with approval requests, and view data using Remedy Flashboards.
As a developer or application programmer, develop or customize a Remedy AR System application, navigate the Remedy Developer Studio interface, and move the application to production and distribute the application.
As a developer or application programmer, integrate the Remedy AR System forms with any third-party application by using REST API.
As an administrator or security administrator, set up user accounts and manage and maintain the system after it is installed and configured.
As an administrator, set up integrations with other BMC products or third-party software.
Resolve common issues or errors, review logs, or contact Support.
(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.
(On-premises only) Install and perform initial system configuration.
(On-premises only) Upgrade based on the latest system requirements and software.
This topic describes and links to PDFs, videos and other documents that support this product release.
Ready-made PDFs of this space
The following table lists topics that contain videos that supplement or replace the text-based documentation.
The videos are recorded using the earlier version of BMC Remedy AR System and are valid for BMC Remedy AR System 9.1.
|Topic||Duration (in minutes)||Description|
This video explains how the Association Object can be used to establish relationships between entries in two BMC Remedy AR System forms to support referential integrity, cascade deletes, and archiving related entries.
|Enabling FTS high availability||4:10|
This video explains how enhancements to Full Text Search including High Availability improve reliability, scalability, and performance.
|Managing the Archiving process||5:38|
This video walks you through the BMC Remedy AR System Archive Manager console and describes how you can use it to manage the Archiving solution available starting with release BMC Remedy AR System 9.1.
|Testing AR System REST API||5:14|
This video provides an overview to the Postman – REST Client tool.
This video provides an overview of token based authentication for every API call.
|To create an entry||6:50|
This video provides an example using Postman - REST Client to create an entry and retrieve an entry.
|To retrieve an association||6:25|
This video provides an example using Postman - REST Client to search for an entry.
|To retrieve related entries||5:14|
This video provides an example using Postman - REST Client to get related entries using associations.
|Configuring the REST API||6:35|
This video provides the process to configure the Jetty web server.
|Setting plugin server configuration options||1:30|
This video describes the Plugin Server Configuration feature, which is used to change the logging parameters through the user interface.
|Setting plugin server configuration options||3:54|
This video provides a brief demonstration of using the Plugin Server configuration feature.
This video provides you an overview of granular overlays in BMC Remedy AR System.
|Customizing applications using overlays and custom objects||4:26|
This video provides an overview of origin, custom, and overlay objects in BMC Remedy AR System.
|Using the localization toolkit to localize your applications||19:02|
This video explains how to localize your BMC Remedy AR System applications using the Localization Toolkit.
|Viewing a Log Zipper output file with Maintenance Tool||6:17|
This video describes using the Maintenance Tool to view the Log Zipper output file on a BMC Remedy AR System server.
|Configuring AR System server logging||7:18|
This video provides information about the concept and benefits of this feature. The video also demonstrates the method apply the logging restrictions.
|Remedy Action Request System Overview||5.06|
This video provides information about the concepts, features, and benefits of BMC Atrium Single Sign-On.
This video provides information about the authentication and integration details of BMC Atrium Single Sign-On.
This topic provides information that supplements the Remedy AR System documentation. It contains the following sections:
Frequently asked questions
This section provides answers to frequently asked questions (FAQs) about Remedy AR System.
Remedy Mid Tier
This section provides answers to frequently asked questions about Remedy Mid Tier.
You can use the JSP servlets to make the mid tier scalable. For more information, see Remedy Mid Tier scalability.
For mid tier caching recommendations, see About Mid Tier caching.
Remedy AR System licenses
This section provides answers to frequently asked questions about Remedy AR System licenses.
With the new bundled license option, you can configure license limits, assign licenses to users, and control and report license consumption in alignment with how user licenses were purchased. You do not need to manually map the new pricing models to the old pricing models and then apply the licenses in the system.
The License usage report gets updated in every 45 minutes. The Admin Manage User licenses screen displays two new options, bundled - current users and bundled - registered users, to display the consumption of bundled licenses along with the existing granular license consumption options.
Internet Explorer Compatibility View warning
This section provides answers to frequently asked questions about the following compatibility view warning
IE is running in Compatibility View. Please remove Mid-tier URL from either IE Compatibility View Settings or Registry location (AR WARN:9429)
This message indicates to the end user that the Internet Explorer has Compatibility View enabled through one of the following mechanisms:
- Enabled by the end user in the Internet Explorer using the Tools > Compatibility View Settings
- Enabled by the System Administrator, usually using a registry entry like HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList
- Enabled by the System Administrator, using the Microsoft Windows Group Policy Editor.
(This Warning might also appear as: Internet Explorer is using Compatibility View which may cause degraded user experience. Try removing Midtier URLs from the browser's Compatibility View Settings, or contact your administrator (ARWARN 9429) )
The Admin will have to find out the mechanism with which Compatibility View has been enabled and respond appropriately. This is not an error but a warning, so end-users can continue using the product while the Admin finds the best way to disable Compatibility View for mid tier. This is not a critical problem.
Compatibility View forces Internet Explorer to emulate an older, unsupported version of the browser (IE7), so that sites designed for the older version render correctly. However, such a browser configuration is not necessary for web-applications like Remedy Mid Tier.
The degraded experience might not always be evident, but sometimes may show up as:
- Script errors
- UI distortion
- Client-side performance issues
Yes. The admins can choose to add arsystem.display_IE_compatibility_view_alert=false to <MidtierInstallDirectory>/WEB-INF/classes/config.properties to turn off the alerts temporarily. However the longer this alert is suppressed, the higher the risk of client-side problems for the end-users. It might be necessary to apply the latest cumulative hotfix for mid tier before this property is usable.
Microsoft recommends that admins identify the applications that require Compatibility View, and add the individual URLs http://windows.microsoft.com/en-IN/internet-explorer/products/ie-9/features/compatibility-view
To achieve this, the Group Policy Editor is also expected to be usable http://msdn.microsoft.com/en-us/library/dn321457.aspx
The end users could run into client-related problems that require assistance from BMC Customer Support. BMC Customer Support may request Admins to disable Compatibility View for affected users. Rather than having to find solutions at this point, the admins are advised to proactively disable Compatibility View when end-users see the Warning.
This issue is specifically noticed with Internet Explorer 11 browser. The rest of the browsers works fine.
Support for Google Chrome version 80
In Remedy Developer Studio, when the Show URL property is enabled for a character field, a thick black border is displayed around some elements.
If you do not want to see the border, disable the Web Platform Controls updated UI setting in Google Chrome. For information about disabling the Web Platform Controls updated UI setting, see .
For information about PDF, see PDFs and videos.