This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

AR System and web services introduction

Web services enable BMC Remedy AR System functionality to be available over the web (publishing), and enable BMC Remedy AR System applications to access third-party applications. For both publishing and consuming web services, you establish a base form to which the information is set, or through which the information is pushed to other forms or applications. You must map the BMC Remedy AR System fields on a base form to input or output parameters of a web services operation. A field can participate as an input parameter, an output parameter, or both. You can map BMC Remedy AR System fields to a simple flat document or to a complex hierarchical document involving parent and child relationships.

Consuming a web service

You can use an external web service by creating a Web Service Set Fields filter action to enter data from the web service into a base form. You can then view the form in an BMC Remedy AR System client. For more information, Publishing the BMC Remedy AR System functionality as a web service.


The Web services support only the Unicode characters that are supported in Apache Xerces.

Creating and publishing a web service

Each web service consists of the following resources:

  • A base form on which it operates. You specify this form when you create the web service. For web services that span across multiple BMC Remedy AR System forms, the base form is the master form.
  • A list of Create, Get, or Set operations. When you create a web service, by default, it has these named operations: OpCreate, OpGet, OpList, and OpSet. You can have multiple operations of the same type, or you can have no operations of a particular type.
  • A mapping that specifies how individual elements of incoming and outgoing XML documents are mapped to fields and forms of the BMC Remedy AR System. These are essentially the input and output parameters of the web service.
  • An association with XML Schema (.xsd file). Global elements and complex types referred to in the schema can be used in mappings associated with operations.

In BMC Remedy Developer Studio, you can use the web services graphical user interface to create and modify a web service. Publishing web services makes BMC Remedy AR System operations available over the Internet or an intranet.

To enable logging for web services

  1. Open the <ARInstallationFolder>\conf\logback_server.xml file for editing.
  2. Update the file with the following lines:

    <logger name=""   
                   level="debug" additivity="false">
                   <appender-ref ref="ServerLog" />
  3. Restart the AR System server.


If you have provided the appender-ref as ServerLog, the logs for web services will be generated in arerror.log file.

To create a separate log file for web services

  1. Create new appender in the logback_server.xml file. You can locate the logback_server.xml file from the location below:

  2. Locate and copy the existing appender "ServerLog". Paste the existing appender "ServerLog" after the last appender.
    Refer to the following example for a new appender entry:

    <appender name="webservicelog" class="com.bmc.arsys.logging.SuspendableRollingFileAppender">
          <!-- <param name="Encoding" value="UTF-8" /> -->
          <rollingPolicy class="com.bmc.arsys.logging.StoredRollingPolicy">
          <triggeringPolicy class="com.bmc.arsys.logging.ARSizeBasedTriggeringPolicy">
  3. Change the appender name ,file name only  from the <file> tag and the <fileNamePattern> tag. Enter rest of the information as it is. 
  4. Create the logger using the created appender name in the logback_server.xml file. Create the logger after the last logger in file.
    Refer to the following example for a new logger entry:

    <logger name=""   
                   level="debug" additivity="false">
                   <appender-ref ref="webservicelog" />
  5. Save the logback_server.xml file.
  6.  Restart AR System server.
  7. Open the file location mentioned in logback_server.xml file and verify that the newly created file is present.

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  1. Andreas Mitterdorfer

    Can we create a separate log file for webservice call logging and if yes how exactly?

    Is there a possiblity to enable the logging for the apitransport? (equivalent to com.bmc.arsys.apitransport in low4j_pluginsvr.xml)

    Nov 12, 2015 08:05
    1. Poonam Morti

      Hi Andreas,

      I have discussed this with the SME. Please follow the steps mentioned in the section To enable logging for web services.



      Nov 19, 2015 01:30
  2. Andreas Mitterdorfer

    Hi Poonam,

    This does not answer my questions?

    The section only explains how to enable it but not how to do it to a separate log.



    Nov 19, 2015 01:39
    1. Poonam Morti

      Hi Andreas,

      We can create a separate log file for webservice call logging. For this we need to add a new appender to log4j_pluginsvr.xml file. In the log4j_pluginsvr.xml file, in the logger of webservice use a new appender and provide the new log filename. Enable the logging for the new log file.



      Nov 26, 2015 12:41
      1. Thomas Miskiewicz

        BMC documentation is on Open Source level at best. Just horrible!

        Poonam - may I ask you to provide an example with the appender added?

        Feb 19, 2018 06:07
        1. Anagha Deshpande

          Hello Thomas,

          Sorry for the inconvenience.

          We will update the topic with an example.



          Feb 19, 2018 09:34
  3. Suresh Kannan

    Poonam Morti - Would have been nice, if you showed an example of how that section looks like ? Just my 2 cents, typically that's what I would expect in a software manual(In our case its our

    Jul 13, 2017 04:12
  4. Shanky Gupta


    We did the changes on the remedy version 9.1.04 as described above to log the web service logs in a separate file. After the restart also this file didn't get generated. Is there something missing in the steps described above ?

    Regards, Shanky

    Jul 16, 2018 10:40
  5. Alessandro D'alessandro

    Hi Also I have the same problem despite having followed all the steps described in this manual. My environment is 9.1.3 on Windows Server 2012

    Sep 06, 2018 05:49
    1. Anagha Deshpande

      Hello Alessandro,

      Our team is working on your issue. We will get back to you shortly.



      Sep 06, 2018 10:38
      1. Anagha Deshpande

        Hello Alessandro,

        Apologies for the late response.

        The steps are accurate for version 9.1.03.

        Please check if you are not directly invoking the AR web service through external client and not through the filter.



        Oct 08, 2018 04:03