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.


Action Request System 21.02

All versions

Action Request System (formerly known as Remedy Action Request System) is a part of the single-tenant BMC Helix Innovation Suite that consolidates the capabilities of AR System and  BMC Helix Innovation Studio .

BMC Helix Innovation Suite helps you to develop, build, deploy, and use applications on cloud (SaaS) and on-premises environments. It also helps you to create and automate many business processes without learning a programming language or complex development tools.

BMC Helix Innovation Suite requires fewer resources and improves integration between components. 

Release notes and notices
updated 25 Jun

Learn what’s new or changed for Action Request System 21.02, including new features, urgent issues, documentation updates, and fixes or patches. Also know about license entitlement information for the release. 


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

Release notes and notices in BMC Helix Innovation Studio documentation.

The following table lists the enhancements in this release:




May 4, 202121.02.01: Patch 1

This update includes updates and fixes BMC Helix Innovation Suite.

Additionally, BMC Helix Innovation Suite includes the following enhancement:

  • Automatically perform actions in third-party systems

March 17, 202121.02 enhancements

Enhancements available in this release:

  • BMC Helix Innovation Suite for all Service Management applications

  • Leverage common Foundation data for Service Management applications
  • Support single instance of BMC Helix Single Sign-On
  • Flexibility to select customization layer for developing and deploying an application
  • Service Management plug-in to leverage BMC Helix Dashboards for service management applications
  • IMS authentication type for registering AR System Webhook
  • Ability to load settings from a specific server
  • Encrypt a character field by hashing the value in the field
  • Ability to send alert and email notifications to users
  • Create and update record instances with multiple security labels in a single action
  • Synchronize BMC Helix ITSM: Knowledge Management articles with ComAround knowledge
  • Additional locale support provided by real-time language translation
  • Properties and keywords added in Developer Studio to support progressive views
  • Create an attachment pool for PWA by using a remote form
  • Auto-alignment of fields in progressive views
  • Ability to copy the current panel and all its child panels including fields in progressive views in Developer Studio
  • Align fields in Developer Studio
  • Specify a Progressive View name for search menus
  • Change alternative text in progressive views
  • Ability to increase and decrease the size of panel and panel holder in Developer Studio
  • Logging enhancements
  • Create a faceted filter in cell-based tables and list-view tables in PWA



As an end user, navigate the AR System interface, create and manage reports, work with approval requests, and view data using Remedy Flashboards.

Onboarding and implementing


As an administrator, set up AR System for your company.

Developing applications


As a developer or application programmer, develop or customize a AR System application, navigate the Remedy Developer Studio interface, and move the application to production and distribute the application.

Securing AR system


As an administrator, secure the AR System by configuring ports and firewalls, encrypting the system, and setting up passwords.

Developing an API program


As a developer or application programmer, integrate the AR System forms with any third-party application by using REST API.



As an administrator or security administrator, set up user accounts and manage and maintain the system after it is installed and configured.



As an administrator, set up integrations with other BMC products or third-party software.



Resolve common issues or errors, review logs, or contact Support.


Knowledge Base




PDFs and videos

This topic describes and links to PDFs, videos and other documents that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.

When you export a custom PDF, you can select the topics to include. For information about how you can export a custom PDF from this space, see Exporting to PDF and other formats.

Ready-made PDFs of this space


The following topics contain videos that supplement or replace the text-based documentation. Some videos reflect an earlier version of the product.


Frequently asked questions

Here are some answers to the most frequently asked questions about AR System. 

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 Best practices for configuring mid tier cache.

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

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:

  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 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 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/  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. (See .)

To achieve this, the Group Policy Editor is also expected to be usable. (See .)

 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.

Recent versions of modern browsers are starting to enforce more privacy-preserving defaults and are changing the way cross-site cookies are handled. 

Remedy Single Sign-On relies on cookies to enable your users to seamlessly access all integrated applications. As browsers implement changes to their default SameSite attributes, cross-site cookies will not be sent by default. As a result, your users will be prevented from accessing your applications.

To continue to use Remedy Single Sign-On with newer browser versions, you must do the following:

  • Use the secure HTTP (https) protocol for all of your applications.
  • Upgrade to Remedy Single Sign-On 20.02.
  • Set the following configuration options in Remedy Single Sign-On:
    • Enable Secure Cookie
    • Use Cross Site Cookie

For instructions, see Configuring settings for Remedy SSO server .

Note: If you subscribe to BMC Helix (SaaS), no action is required. BMC will update your configuration.


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

For information about PDFs, see PDFs and videos.

Related spaces
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