This documentation supports the 22.1 version of Action Request System.
To view an earlier version, select the version from the Product version menu.

BMC

AR System 22.1

All versions

AR 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 Open link .

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 20 Feb

Learn what’s new or changed for  BMC Helix Innovation Suite  22.1, 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 Open link in  BMC Helix Innovation Studio  documentation.

The following table lists the enhancements in this release:

Date

Summary

Reference

August 11, 2023

Issues that were corrected by 22.1 patch 7 and issues that remain open

Patch 7 for version 22.1 is available for on-premises customers. The following updates are available in this patch:

  • Changes to in-app help
  • Defining timeout to avoid an abrupt API call end
July 5, 2023

Issues that were corrected by 22.1 patch 6 and issues that remain open

Patch 6 for version 22.1 is available for on-premises customers. The following updates are available in this patch:

  • Updated support for Kubernetes and OpenShift
  • Updated support for Ingress and Helm
  • Additional products available for on-premises installation
June 7, 2023

Issues that were corrected by 22.1 patch 6 and issues that remain open

Patch 6 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch:

  • Consent for data collection

  • 2-year BMC Helix ITSM Archival Policy auto-enabled

  • Analyze the manual reconciliation effort by using an automatically generated reconciliation report

  • Direct SQL actions in active links are replaced with Service actions for improved security

  • View the API status of import definitions
  • Create search filters for BMC Helix Virtual Agent
  • Access BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks
  • Reschedule the archiving process at non-peak hours

March 24, 2023

Issues that were corrected by 22.1 patch 5 and issues that remain open

Patch 5 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch:

  • Trigger multiple grid filters in batch mode

  • Improve the search capability of a named list by providing an additional query

  • Override browser locale settings in PWA with user preferences

  • Synchronize knowledge articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to multiple portals in BMC Helix Knowledge Management by ComAround
  • Improve grid performance by using Apply filters to apply only selected filters
  • Improve the capabilities of a named list by associating it with a custom record definition
January 13, 2023

Issues that were corrected by 22.1 patch 4 and issues that remain open

Patch 4 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch:

  • Typeahead for named list field in Record Grid component

  • Reconcile customized Developer Studio form views by using the reconciliation utility
  • Search for BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks
  • Provision to show or hide the view component based on user's device
November 2, 2022

Issues that were corrected by 22.1 patch 3 and issues that remain open

Patch 3 for version 22.1 is available for SaaS subscribers.

October 10, 2022

Issues that were corrected by 22.1 patch 2 and issues that remain open

Patch 2 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch:

  • Advanced RTF fields for Progressive Web Application screens
  • Bring record data from multiple record definitions together in a single grid
  • Customizable list for predefined view presets
  • Have search results return the articles based on the enhanced entitlement checks
  • Export archived data to a Secure File Transfer Protocol (SFTP) location
  • Access information about a specific server through the AR System Server Group Console
September 2, 2022

Issues that were corrected by 22.1 patch 1 and issues that remain open

Patch 1 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch:

  • Troubleshoot cache sync issues in the server group

  • Select a BMC Helix Knowledge Management by ComAround portal for integration

July 29, 2022

Enhancements available in this release:

  • Type-ahead suggestions when creating text filters
  • Leverage all ADAPT icons in  BMC Helix Innovation Studio with an icon picker
  • Define row actions in Record Grid
  • Enhance the fields in Record Grid by adding cell styling
  • Define custom filters to search records
  • Obtain the ARJDBC query execution plan by using the explain query REST API

  • Manage and distribute rule processing load
  • Improve system performance by periodically archiving record data
  • View logs for debugging process definitions
  • Create and view BMC Helix Innovation Studio reports by using BMC Helix Dashboards
  • Track and monitor errors during import and export of a content package
  • Improve system performance and maintain database sanity by using the Data Cleanup utility
  • Effective database resource utilization by stopping the long running database calls 
  • Sort and pagination functionality is available for the Errored tab of the Manage Process dashboard
  • Monitor the health of BMC Helix Innovation Suite by using the arstartup-debug.log file
  • Access process logs and bundle logs from the Server Group Log Management tab on the AR System Server Group Administration Console
  • Run developer sandboxes on your local machine by using a docker container

  • Automatically unlock the BMC Helix Innovation Suite  account
  • Real-time validation for attachments
  • Use the Password Change form to update BMC Helix Innovation Suite password
  • Integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows
  • 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

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 the contents of 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 Open link .)

To achieve this, the Group Policy Editor is also expected to be usable. (See http://msdn.microsoft.com/en-us/library/dn321457.aspx Open link .)

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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