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Remedy Action Request System 20.02

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This space contains information about Remedy Action Request System (Remedy AR System), Remedy Encryption Security, and Remedy Migrator products, including service packs and patches. Remedy Action Request System enables you to automate many business processes without learning a programming language or complex development tools.

Release notes and notices

updated 05 Jun

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.

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Related topics

BMC CMDB Release notes and notices

Remedy IT Service Management Suite Release notes and notices

Remedy Smart Reporting Release notes and notices

Remedy deployment Release notes and notices

Known and corrected issues

Support information

The following table lists the enhancements in this release:

Date	Title	Summary
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. Important Before you install this patch, ensure that Remedy AR System version 20.02 is installed.
August 28, 2020	Patch 1 for version 20.02	Important Patch 2 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: Replacing Adobe Flash with HTML 5 in Remedy Mid Tier We have implemented viable alternatives to use Remedy without Adobe Flash Player and enhanced the following product capabilities and features: Ability to render sequence diagram or table by using HTML rendering. The sequence diagram is displayed when you click the Approval Details icon on Approval Central. For more information, see Approval Central. Enhanced various BMC CMDB UI capabilities such as Dynamic Service Modeling, CMDB Audit, Federated Class Management. Ability to access the new CMDB Explorer through Remedy ITSM applications. Enhanced visualization features such as creating and viewing processes in BMC Service Request Management. The Openfire Chat plug-in is not supported with Remedy AR System. You can use Smart IT Openfire Chat for agent-to-agent communication. Support for OAuth 2.0 authentication for EWS protocol in Email Engine
February 21, 2020	20.02 enhancements	Enhancements available in this release: (Versions 19.11 and later) Ability to send event notifications from AR System form to external applications (Versions 19.11 and later) New REST API endpoints to retrieve menu metadata (Versions 19.11 and later) Improved search results (FTS and MFS) with exact match of search strings Third-party compatibility update Removal of bundled Tomcat from ITSM Suite installer Additional configuration checks for Remedy AR System (Versions 19.11 and later) The URL-Safe-Encode command to encode the URL input (Versions 19.11 and later) A new report format called Spudsoft Excel for AR Web reports

Getting started Orientation Key concepts User goals and features Best practices for Remedy Action Request System		Using As an end user, navigate the Remedy AR System interface, create and manage reports, work with approval requests, and view data using Remedy Flashboards.
		Developing an application 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.
		Developing an API program As a developer or application programmer, integrate the Remedy AR System forms with any third-party application by using REST API.
Administering As an administrator or security administrator, set up user accounts and manage and maintain the system after it is installed and configured.	Integrating As an administrator, set up integrations with other BMC products or third-party software.	Troubleshooting Resolve common issues or errors, review logs, or contact Support.
Planning (On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.	Installing (On-premises only) Install and perform initial system configuration.	Upgrading (On-premises only) Upgrade based on the latest system requirements and software.

PDFs and videos

This topic describes and links to PDFs, videos and other documents that support this product release.

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Videos

The following table lists topics that contain videos that supplement or replace the text-based documentation.

Note

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
Association overview	6:26	https://youtu.be/E4v0X2SimKY 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	https://youtu.be/NyUR9BUv1Bs This video explains how enhancements to Full Text Search including High Availability improve reliability, scalability, and performance.
Managing the Archiving process	5:38	https://youtu.be/ysVXv-3IQ58 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	https://youtu.be/xzyDUYi7Kho This video provides an overview to the Postman – REST Client tool.
Login information	4:23	https://youtu.be/xue9Gx-dbEA This video provides an overview of token based authentication for every API call.
To create an entry	6:50	https://youtu.be/iM8wIEqGQq0 This video provides an example using Postman - REST Client to create an entry and retrieve an entry.
To retrieve an association	6:25	https://youtu.be/lhch-GTW51U This video provides an example using Postman - REST Client to search for an entry.
To retrieve related entries	5:14	https://youtu.be/YCJU1tgy8kA This video provides an example using Postman - REST Client to get related entries using associations.
Configuring the REST API	6:35	https://youtu.be/mKvQpAQ5iOo This video provides the process to configure the Jetty web server.
Setting plugin server configuration options	1:30	https://youtu.be/AQOrwPdkU_g 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	https://youtu.be/NsoyDUmzOUQ This video provides a brief demonstration of using the Plugin Server configuration feature.
Granular overlays	4:03	https://youtu.be/m_pZJ9huSdI This video provides you an overview of granular overlays in BMC Remedy AR System.
Customizing applications using overlays and custom objects	4:26	https://youtu.be/rD7nahqJnBY 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	https://youtu.be/OC5meQbvwAc 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	https://youtu.be/sGwN2LAFdYw 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	https://youtu.be/ETMuyoUn0vk This video provides information about the concept and benefits of this feature. The video also demonstrates the method apply the logging restrictions.
Orientation	5.06	https://www.youtube.com/watch?v=vEwddbAQtoQ&feature=youtu.be This video provides information about the concepts, features, and benefits of BMC Atrium Single Sign-On.
Configuring Remedy SSO for authentication	4.43	https://www.youtube.com/watch?v=ilE_eEtwTRM&feature=youtu.be This video provides information about the authentication and integration details of BMC Atrium Single Sign-On.

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.

How do I achieve mid tier scaling?

You can use the JSP servlets to make the mid tier scalable. For more information, see Remedy Mid Tier scalability.

What are the recommendations for mid tier caching?

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.

How do I translate what licenses I bought to what entries I see in the Add or Remove Licenses form?

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.

Why is the user to whom I have assigned a bundled license not getting displayed in the license usage report or on the Admin Manage User licenses screen?

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)

Why do I receive the warning on mid tier "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 has upgraded Midtier and now the end-users are complaining about the warning. What should the admin do?

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.

What is a degraded user experience? Is the Compatibility View bad for BMC Remedy Mid Tier 8.x and later?

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

I am a Remedy Admin and I will require 1-2 weeks to be able to disable Compatibility View for mid tier URLs. Is there any way to suppress this alert?

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.

Some of our intranet applications still require us to use Compatibility View. However, I would want mid tier to not show the alert. How do I proceed?

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

What are the consequences of suppressing the Warning endlessly?

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.

Internet Explorer 11 shows 1 hour time difference in certain cases

This issue is specifically noticed with Internet Explorer 11 browser. The rest of the browsers works fine.

Support for Google Chrome version 80

I cannot enable the single sign-on experience using Google Chrome browser version 80 and later.

Unable to render {include} The included page could not be found.

Why do I see a thick black border around some UI elements on a form?

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 Google Chrome Showing Thick Black Border Highlight on Text Box and Other Focused Items .

PDFs

How do I find content in the online documentation that was previously provided in PDF format?

For information about PDF, see PDFs and videos.