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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Server roles

In a server group, each server is typically the primary owner of one or more specific roles. Each role represents a specific BMC Remedy AR System application or component. In any server group implementation, no matter how simple, there is one server that is configured the administration role. This is typically the first server installed and is used to perform all administration operations for the server group. Because all of the servers share the same database, this allows the group to be managed as if it were a single server.

Other servers can be assigned specific primary roles. For example, a server might be dedicated to just one specific primary task, such as Approval Server, while another server might be setup as a primary server to host a group of roles that might be closely related such Atrium CMDB and Atrium Integration Engine. The primary roles are configured on the AR System Server Group Operation Ranking form, and each server should have at least one other server configured for failover.

Following is the complete list of server group roles for BMC software, as supported by the AR System Server Group Operation Ranking form.

  • Administration — Performs all administration tasks for the entire server group.
  • Approval Server — The approval server provides the approval functionality within BMC Remedy applications. An approval represents the signature or acknowledgment of an individual where required in a process. The approval server records all necessary information to provide an audit trail and proof of authenticity of all approvals.
  • Archive — The archive feature of BMC Remedy AR System provides a convenient way to periodically store data (not definitions) from a form to an archive form; this reduces the amount of data accessed during searches on the main form thus improving system performance. Archiving applies to all types of forms, except display-only forms.
  • Assignment Engine — Using processes instead of workflow, the Assignment Engine enables you to automatically assign requests to individuals. The assignment method determines who is assigned to an issue when more than one person matches the qualification.
  • Atrium Integration Engine — The BMC Atrium Integration Engine (AIE) provides the hooks to enable data to pass between AR System and other systems, such as an Enterprise Resource Planning (ERP) system. AIE consists of the Data Exchange application and the AIE service as well as a configuration tool and an event request interface.
  • Business Rules Engine — The business rules engine is a component of BMC Service Level Management that is used to interpret stored rules to construct the filters that are required to implement the rules. The main form that the business rules engine is the SLA:Business Rules form which contains references to objects required to create a filter.
  • CMDB — BMC Atrium Configuration Management Database. This is a core component of any IT Service Management (ITSM) environment and adds substantial value to a simple Incident Management environment. Specifically, it makes incident management more efficient by providing support staff and IT management an up-to-date image of their production IT environment.
  • DSO — The BMC Remedy Distributed Server Option (DSO) is used to build large-scale, distributed environments that behave like a single virtual system. DSO enables an organization to share common information among geographically distributed servers and to keep that information consistent. DSO enables you to transfer requests between servers and to keep copies of a request synchronized across multiple servers, even if those servers are geographically dispersed.
  • E-Mail Engine — A server-based module provided with BMC Remedy AR System that communicates with both the BMC Remedy AR System server and an email server. Email Engine receives email messages and can parse and interpret the messages to execute specific instructions on a BMC Remedy AR System form. It also sends email messages to BMC Remedy AR System and directs notifications as a result of filters and escalations.
  • Escalation — An escalation is an action or group of actions performed on the server at specified times or time intervals. Basically, an escalation is an automated, time-based process that searches for requests that match certain criteria at specified times and takes actions based on the results of the search. For example, an escalation can trigger BMC Remedy AR System to notify the next level of management if a problem is not assigned to a technician within one hour of submission.
  • Flashboards — A real-time visual monitoring tool that can show the state of service operations, warn about potential problems, and collect and display trend data.
  • Full Text Index — Full text index is the indexing feature for the full text search (FTS) method used in BMC Remedy AR System to search for text in long text fields or attached documents. It is typically much faster than using the native database searching functionality
  • Reconciliation Engine — The reconciliation engine is a patent-pending component of the BMC Atrium CMDB. The reconciliation engine is based on business rules, which allow you to leverage existing data coming from third-party asset or discovery tools. The solution does not lock you into any one vendor's discovery tools or existing asset repositories.

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