This documentation supports the 20.08 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.

20.08 enhancements

This topic contains information about enhancements in the version 20.08 of Remedy Action Request (AR) System.

Remedy AR System enhancements

The following sections provide information about the enhancements in this release of Remedy AR System.  

Developing custom progressive web applications in Remedy AR System

You can create and view your custom application as a progressive web application (PWA) simply by selecting and using Progressive views in Remedy Developer Studio.

A progressive web application can work with multiple types of clients—Browser, Android, and iOS devices. PWAs provide a more modern and attractive user interface. They are responsive, use less data, have low development costs, offer an engaging user experience, faster loading times, and help you increase conversions, page visits, and session length.

For more information, see Progressive web application development.

Replacing Adobe Flash with HTML 5 in Remedy ITSM Suite

Adobe has announced the end of development and distribution of Adobe Flash Player by the end of the year 2020. BMC has taken proactive steps over the recent releases to manage the deprecation of the Flash-based capabilities in the Remedy ITSM Suite.

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.

By default, HTML rendering is enabled when you install Remedy Mid Tier 20.08.

With Remedy Mid Tier version 20.08, by default, HTML rendering is available. The out-of-the-box settings and your custom settings are automatically compatible with the HTML rendering.

However, a developer can choose to enable the type of rendering by using the visualizer.renderer setting in the file, located in the <MidtierInstallDirectory>\WEB-INF\classes folder. 

For information about the visualizer.renderer setting, see The visualizer.renderer setting .

HTML5 Logo by W3C.

Support for OAuth 2.0 authentication for EWS protocol in Email Engine

Remedy Email Engine supports modern authentication in addition to basic authentication for the Exchange Web Services (EWS) protocol to access Microsoft Office 365 Exchange. Modern authentication is based on OAuth 2.0 for authentication and authorization.

Learn how to configure the basic outgoing mailbox properties and configure the basic incoming mailbox properties.

Support for case insensitive configuration in PostgreSQL database

Remedy ITSM Suite 20.08 supports the deployment of case insensitive type of PostgreSQL configuration that offers flexibility when querying the PostgreSQL database.

Ability to automatically change the Row-level security (RLS) algorithm to Subquery option

Use the arrls command on the RLS-enabled forms to automatically set the RLS algorithm to Subquery.  Setting the Subquery algorithm facilitates to fetch search results faster. The arrls command checks the new entries in the AR System:RLS Autodiscovery form and in the flat file.

The arrls command has the following syntax:

The arrls command syntax
[-u] [-p] [-x] [-t] [-file] [-algo]

For more information, see The arrls command.

What else changed in this release

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 20.08Product behavior in version 20.08
Openfire Chat plug-in integration with Remedy AR System is no longer supportedYou can use Openfire Chat for agent-to-agent communication on a browser that supports Adobe Flash.From version 20.08, the Openfire Chat plug-in is not supported with Remedy AR System. You can use Smart IT Openfire Chat for agent-to-agent communication.
A limit of 1000 characters for multi-form search

The search string has a limit of 1000 characters. This protects the system performance from unwanted large queries.
If you have a long search string, exceeding 1000 characters, the first 1000 characters suffice to get a list of keywords to fetch the most relevant results.

For more information, see Performing searches on multiple forms.

New entry resource V2 for GET entry callsIn a REST call, field values in the GET entry call are a part of URL.

In a REST call, field values in the GET entry call are sent through a POST call. This enables a POST call to accept a large number of attributes key values.

Example of JSON body for field format:

  "values" : {
       "fields": "values(Login Name,Full Name)"

New parameters are available to call a third-party REST API through a proxy server

These parameters enable smooth working with a proxy server. The following parameters are available:


For more information, see Additional parameters for the proxy server.

A new


parameter for authenticating Remedy Single Sign-On when you call a third-party REST API

When you call a third-party REST API with Remedy SSO authentication, you can use the AUTH_KEYuser_assertion_key parameter if you have a separate user assertion key parameter for authentication.

For more information, see Parameter for user assertion key.

The log4j1.x file is updated to log4j2.x.Remedy AR System uses log4J1.x to enable logging at runtime.

Remedy AR System uses log4J2.x to enable logging at runtime.

If you have a custom log4j configuration file, make sure migrate the file to log4j2.x. Also, if you have any custom log4j property, the property name remains as it is however, the property content changes as per log4j2.

For more information, see Logging services Open link in Apache Software documenation.

A new parameter to configure watcher thread for Remedy Email Engine
A new parameter is added to the Centralized Configuration to configure a watcher thread for Remedy Email Engine. A watcher thread monitors the outgoing email messages. 
  • Configure a watcher thread by using the com.bmc.arsys.emaildaemon.EnableWatcherThread parameter in Centralized Configuration. 
  • Configure the time interval for the watched thread by using the com.bmc.arsys.emaildaemon.WatcherThreadInterval parameter in Centralized Configuration. 
For more information, see Configuration settings C-D.

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  1. Christoph Klapetke

    The hyperlinks for Learn how to configure the basic outgoing mailbox properties and configure the basic incoming mailbox properties doesn´t work. The hyperlink redirects to the same page.

    Nov 05, 2020 02:55
    1. Onkar Telkikar

      Hello Christoph,

      We've corrected the hyperlinks.


      Nov 09, 2020 03:52
  2. Allan O'farrell

    Hi all, the links for "Configuring basic outgoing mailbox properties" and "Configuring basic incoming mailbox properties" within the Remedy Email Engine support for EWS protocol for OAuth 2.0 authentication for Microsoft Office 365 (Exchange) section of this page does not work.

    Dec 01, 2020 10:06
    1. Onkar Telkikar

      Hello Allan,

      The "configure the basic outgoing mailbox properties" and "configure the basic incoming mailbox properties" links are working correctly. I had already corrected them on November 9, 2020. Actually, once clicked, these links do not navigate us to the topic title. Instead, they navigate us precisely to the correct headings in the respective topics.

      Could you please check once again and confirm?


      Dec 03, 2020 02:05