This documentation applies to the 8.0 version of Remedy Action Request System, which is in "End of Version Support." You will not be able to leave comments.

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Multiple browser sessions in a distributed mid tier environment

Administrators can configure a mid tier to launch a browser on another mid tier in a Hub and Spoke implementation or independently. For information about configuring this feature with BMC Remedy AR System, see Configuring a mid tier to launch a browser in a different mid tier.

A mid tier allows you to launch a browser on another mid tier so that users can work on records in a distributed mid tier environment. This feature allows you to link a central mid tier to one or more remote mid tiers (also known as federated mid tiers) to display forms residing on the remote AR System server(s).

Note

You configure only the servers that are running the BMC Remedy AR System Server as the central server.

This feature is used by the Hub and Spoke implementation of BMC Remedy IT Service Management (BMC Remedy ITSM). It can also be used independently without the Hub and Spoke implementation. For more information about Hub and Spoke capabilities in BMC Remedy ITSM, see Hub and Spoke capability overview.

Hub and Spoke overview

The Hub and Spoke implementation displays a consolidated list of tickets from a central console for a support staffer. This architecture efficiently maintains data integrity and country boundary rules.

When a remote AR System server (the spoke AR System server) is configured to a central AR System server (the hub AR System server) for this feature, a support staffer can work with records from any of the remote AR System servers to which his central AR System server is connected. The central AR System server receives and stores only a subset of the transactional data from the original record located on the remote AR System server. This feature allows a support staffer to seamlessly work with remote AR System servers in the Hub and Spoke scenario.

Without requiring authentication, the central system displays the remote transactional data in a new mid tier window on a workstation connected to the central AR System server. The support staffer can open the record from the remote server, view the record's details, and work the record through its lifecycle.

Notes

If the user name and password for the user on the central AR System server and remote AR System server do not match, then a browser launches on another mid tier as follows:

  • If guest users are enabled on the remote AR System server, then the user is logged in as a guest user and has guest user privileges. The user receives a guest user warning message.
  • If guest users are not enabled on the remote AR System server, then the user receives an authentication failure message from the mid tier. When reloading the page, the user is directed to the remote mid tier login page.

If the remote mid tier is from a release earlier than 8.0.00, the user is directed to the remote mid tier login page for authentication.

Scenario for launching a browser on another mid tier

Francie Stafford is a support staffer of Calbro Services, which supports several customers. Francie opens her Incident Management console (on the central AR System server) and sees several newly assigned incident requests, one each from Company A, Company B, and Company C. When Francie opens the new incident request from Company A, she is automatically connected to the appropriate remote server. She can then view the incident request details and work the incident request through its lifecycle.

Note

If a user has multiple records open in multiple remote windows when working with central and remote (hub and spoke) servers, logging off of one remote window invalidates the session that is established for all open remote windows. The remaining sessions become invalid even if they appear active. BMC recommends that work be completed and saved in all remote windows before logging off from any remote window.

Related topics

For information about configuring this feature with an AR System, see Configuring a mid tier to launch a browser in a different mid tier.

For information about configuring this feature within a BMC Remedy IT Service Management Suite hub and spoke system, see Registering hub and spoke servers.

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