This documentation supports the 21.3 version of Action Request System.

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

BMC

Action Request System 21.3

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 05 Dec

Learn what’s new or changed for BMC Helix Innovation Suite  21.3, including new features, urgent issues, documentation updates, and fixes or patches. Also know about license entitlement information for the release. 

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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:

Date

Summary

Reference
December 1, 2022

Issues that were corrected by 21.3 patch 6 and issues that remain open

Patch 6 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Updated support for Kubernetes and OpenShift
  • Support for self-signed and CA signed certificates
  • Updated support for Ingress controller
  • Automated setting up of BMC Deployment Engine

21.3 patches
November 1, 2022

Issues that were corrected by 21.3 patch 6 and issues that remain open

Patch 6 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Updated support for Kubernetes and OpenShift
  • Support for self-signed and CA signed certificates
  • Updated support for Nginx Ingress Controller

  • Automated setting up of BMC Deployment Engine

21.3 patches
October 3, 2022

Updates to Patch 6 for version 21.3 are available for SaaS subscribers.

This update includes support for rebranding Progressive Web Application (PWA) screens according to your company's standards and requirements.

21.3 patches
September 2, 2022

Issues that were corrected by 21.3 patch 6 and issues that remain open

Patch 6 for version 21.3 is available for SaaS subscribers. The following updates are available in this patch:

  • Use separate migration options to synchronize folders and content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround
  • Perform partial migration of content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to prevent articles updated in BMC Helix Knowledge Management by ComAround from being overridden
  • Have article flags and flagging attributes such as date and comment automatically synchronized from BMC Helix ITSM: Knowledge Management and BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround
  • Have your localized knowledge articles in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management automatically synchronized to the corresponding translation languages in BMC Helix Knowledge Management by ComAround
  • Have your knowledge articles migrated significantly faster from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround
21.3 patches
August 1, 2022

Issues that were corrected by 21.3 patch 5 and issues that remain open

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Support for Amazon EKS, GKE and OKE platforms
  • Execute arbitrary commands by using the Run Process action
  • Rollback BMC Helix ITSM deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool
21.3 patches
May 23, 2022

Issues that were corrected by 21.3 patch 5 and issues that remain open

Patch 5 for version 21.3 is available for SaaS subscribers. 

21.3 patches
March 23, 2022

Issues that were corrected by 21.3 patch 4 and issues that remain open

Patch 4 for version 21.3 is available for on-premises customers and SaaS subscribers. The following updates are available in this patch:

21.3 patches
February 8, 2022

Issues that were corrected by 21.3 patch 3 and issues that remain open

Patch 3 for version 21.3 is available for SaaS subscribers. 

21.3 patches
January 20, 2022

Issues that were corrected by 21.3 patch 2 and issues that remain open

Patch 2 for version 21.3 is available for SaaS subscribers. 

  • Seamless authentication of users from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround.
  • Improved parity between knowledge articles in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround by synchronizing knowledge article attributes.
  • BMC Service Request Management is available only for upgrade scenarios.
21.3 patches
January 5, 2022

Issues that were corrected by 21.3 patch 2 and issues that remain open

Patch 2 for version 21.3 is available for on-premises customers.

This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
December 23, 2021

Flash notification that alerts you to the Apache Log4j vulnerabilities that require immediate attention in BMC Helix Innovation Suite version 21.3.

Fix available for Apache Log4j security vulnerabilities CVE-2021-44228, CVE-2021-45046, and CVE-2021-45105
November 19, 2021

Issues that were corrected by 21.3 patch 1 and issues that remain open

Updates available in 21.3 patch 1:

  • Automate processes by using content packages
  • Use AutomationEdge callbacks to receive real-time event notifications
21.3 patches
October 4, 2021

Enhancements available in this release:

  • Integrate  BMC Helix Innovation Studio  applications with third-party applications by using BMC Helix iPaaS, powered by MuleSoft

  • Track user activity in BMC Helix Innovation Studio applications
  • Use BMC Helix Dashboards as the default platform for dashboards and viewing reports
  • Support for unified platform user license management capability in BMC Helix Innovation Studio
  • Copy application definitions to your target application
  • Improve the security of BMC Helix Innovation Studio applications
  • Facilitate automation of tasks by using RPA tools
21.3 enhancements

Using

 

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.

Securing AR system

 

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

Administering

 

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

Enabling services

 

As an administrator, enable services to leverage operational benefits of BMC Helix Innovation Suite.

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.

Developing an API program

 

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

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.

Communities

Knowledge Base

Videos

Videos

Education


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

or register to view this page.

Videos

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

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 Best practices for configuring mid tier cache.

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

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 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. (See 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. (See 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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PDFs

For information about PDFs, see PDFs and videos.



 

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