This documentation supports the 20.02 version of Remedy Action Request (AR) System.

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

Where to integrate BMC Remedy AR System

The three options for integration points with BMC Remedy AR System are the client, the server, and the database server. The choice depends on the nature of the integration and whether user interaction is involved.

In this topic:

Integrating BMC Remedy AR System client

  • BMC Remedy AR System to third-party application — Integration with the BMC Remedy AR System client typically involves taking data from a form and passing it to another application where the user can then perform some additional function. Integration can also simply consist of launching another application that reads data from the BMC Remedy AR System database. In general, client integration assumes that the user will access the other application to some extent. Most instances are real-time, where a user is involved right now.
  • Third-Party application to BMC Remedy AR System — Often, a third-party application launches a mid tier and directs it to display specific data. For example, a network management system might have a graphical map of the network devices. Selecting a device on the map and choosing a "List Open Tickets" from a menu could cause the mid tier to be triggered with the ID of the selected device passed as a parameter, and generate a results list of all of the open trouble tickets for the device. This way, a network technician can quickly see all of the outstanding problems for a device, but does not need to know the details of starting BMC Remedy AR System and issuing queries.

Integrating the AR System server

Integration with the AR System server generally implies data sharing or transfer, either to or from the server. The integration might involve workflow that triggers secondary actions. Sometimes, the server initiates the interaction. For example, a filter is triggered that uses a Run Process action to call a pager application to send a notification to a technician. In other instances, a third-party application might submit new requests to the server or query for the status of existing requests. For example, a system management agent running on a PC might discover the addition of a new sound card. The agent sends a message to a (remote) management application that, in turn, submits a new request to an asset application in BMC Remedy AR System. BMC Remedy AR System users are not directly aware that a new request has been created, but the next time someone generates an asset report, the new information is included.

Integrating the database

The following three modes of integration involve the database directly:

  • A third-party application reading the AR System database
  • BMC Remedy AR System reading an external database
  • BMC Remedy AR System writing to an external database

The first two modes, which involve reading databases, are relatively straightforward. Any application that can issue SQL commands and which has the appropriate permissions can read the data in the AR System tables. In a similar manner, AR System workflow actions can execute SQL read commands and scripts that query external database tables and retrieve information. For more information, see the Integrating section.

The third mode, having BMC Remedy AR System write data to an external database table, can be accomplished using Direct SQL. Another method is to create AR System workflow that executes an SQL command script, passing any AR System data as parameters to the script.

In addition, View and Vendor forms are available to provide access to external databases in BMC Remedy AR System forms.

Having a third-party application write data to an AR System table is not supported. The AR System server maintains the relationships among the tables in the AR System database. If a third-party application attempts to add data and does not maintain these relationships, the entire database can become corrupted.

Integrating the mid tier

The mid tier provides integration capabilities to interface with third-party products. Integration provides the mid tier access to external data and third-party products can access AR System data through the mid tier. BMC Remedy AR System allows applications to expose interfaces as web services and it allows BMC Remedy AR System applications to consume external web services. You can also use the data visualization field for external web content integration.

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