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.


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 03 Nov

Learn what’s new or changed for Remedy Action Request System 20.08, including new features, urgent issues, documentation updates, and fixes or patches. 

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Related topics

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Known and corrected issues

Support information

The following table lists the enhancements in this release:

Date

Summary

Reference
March 6, 2023Issues that were corrected by 20.08 patch 15 and issues that remain open20.08 patches
October 15, 2022Issues that were corrected by 20.08 patch 14 and issues that remain open20.08 patches
June 13, 2022Issues that were corrected by 20.08 patch 13 and issues that remain open20.08 patches
January 7, 2022 1Issues that were corrected by 20.08 patch 12 and issues that remain open.20.08 patches v20.08.12
September 16, 2021 

Issues that were corrected by 20.08 patch 9 and issues that remain open

.20.08 patches v20.08.12
July 28, 2021Issues that were corrected by 20.08 patch 4 and issues that remain open.20.08 patches v20.08.12
June 21, 2021Issues that were corrected by 20.08 patch 3 and issues that remain open.20.08 patches v20.08.12
May 19, 2021Issues that were corrected by 20.08 patch 2 and issues that remain open.20.08 patches v20.08.12
April 21, 2021Issues that were corrected by 20.08 patch 1 and issues that remain open.20.08 patches v20.08.12
September 23, 2020

Enhancements available in this release:

  • Developing custom progressive web applications in Remedy AR System
  • Replacing Adobe Flash with HTML 5 in Remedy ITSM Suite
  • Support for OAuth 2.0 authentication for EWS protocol in Email Engine 
  • Support for case insensitive configuration in PostgreSQL database
  • Ability to automatically change the Row-level security (RLS) algorithm to Subquery option
20.08 enhancements

1 There are no patches with version numbers 20.08.05, 20.08.06, 20.08.07, 20.08.08, 20.08.10, and 20.08.11.

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.


PDFs and videos

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

Ready-made PDFs of this space

or register to view the contents of this page.

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.

  

TopicDuration (in minutes)Description
Association overview6:26

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 availability4:10

https://youtu.be/NyUR9BUv1Bs

This video explains how enhancements to Full Text Search including High Availability improve reliability, scalability, and performance.

Managing the Archiving process5:38

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 API5:14

https://youtu.be/xzyDUYi7Kho

This video provides an overview to the Postman – REST Client tool.

Login information4:23

https://youtu.be/xue9Gx-dbEA

This video provides an overview of token based authentication for every API call.

To create an entry6:50

https://youtu.be/iM8wIEqGQq0

This video provides an example using Postman - REST Client to create an entry and retrieve an entry.

To retrieve an association6:25

https://youtu.be/lhch-GTW51U

This video provides an example using Postman - REST Client to search for an entry.

To retrieve related entries5:14

https://youtu.be/YCJU1tgy8kA

This video provides an example using Postman - REST Client to get related entries using associations.

Configuring the REST API6:35

https://youtu.be/mKvQpAQ5iOo

This video provides the process to configure the Jetty web server.

Setting plugin server configuration options1:30

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 options3:54

https://youtu.be/NsoyDUmzOUQ

This video provides a brief demonstration of using the Plugin Server configuration feature.

Granular overlays4:03

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 objects4:26

 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 applications19:02

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 Tool6:17

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 logging7:18

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.

Remedy Action Request System Overview5.06

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 Open link

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.

Related topic

FAQs

 

Frequently asked questions

  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:

  1. Enabled by the end user in the Internet Explorer using the Tools > Compatibility View Settings
  2. Enabled by the System Administrator, usually using a registry entry like HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList
  3. 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

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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 Open link .


PDFs

For information about PDF, see PDFs and videos.



 

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