Phased rollout

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

CAI plug-in configuration

The Command Automation Interface (CAI) plug-in is used to create, update, and receive data from other back-office applications. The CAI plug-in provides dynamic data-mapping mechanism because you cannot use workflow to push values to dynamic fields. The CAI plug-in also helps to address issues caused by incompatible permission models. The CAI plug-in is used within  BMC Service Request Management  to process variables that are used during processing of submitted service requests. The CAI plug-in also helps you move data between different sources and destinations. The CAI plug-in enables bidirectional communication with external applications and delivers command events, depending on the protocol used. 

Plug-in type

CAI is a Java-based Filter API plug-in.

AR System server  connectivity

The CAI plug-in connects to the  AR System server by using the CAI Events process. The CAI plug-in (CAIPlugin.jar) is installed in the ARInstallationFolder\pluginsvr\cai folder.

Configuration information

The CAI plug-in receives its configuration information from the following locations:

  • CAI Application Registry form that defines the integrating applications, interface forms, logon information, and the plug-in location: local or remote
  • CAI Plug-in Registry that enables you to define a private server queue to be used for CAI AR System server API calls
  • AR System Administration: AR System Configuration Generic UI form that has the configuration to reference the private server queue defined in the CAI Plug-in Registry

The configuration information of the CAI plug-in is available in the AR System Administration: Plugin Server Configuration form.

The AR System Administration: AR System Configuration Generic UI form includes the Server-Plugin-Alias setting that points to the correct plug-in server alias:
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI myServer:9999 

See Updating configuration settings by using the AR System Configuration Generic UI form, Configuring Java plug-in servers, and Setting plug-in server configuration options.

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