Remedy Action Request System 9.1
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The following updates have been added since the release of the space:
|March 15, 2018||9.1.00: Fixes available for Remedy AR System security vulnerabilities||
In October 2017, an article was published by Outpost24 reporting security vulnerabilities in Remedy Action Request (AR) System 9.1.03.001 and earlier versions, ranging from low to critical severity. The vulnerabilities include Remote File Inclusion and Local File Inclusion, Internal Path Disclosure, Cross-site Scripting, Cross-site Script Inclusion, log hijacking, session token disclosure, and authenticated code execution.
If you are running version 9.1.04 or later of Remedy AR System and Remedy Mid Tier, no action is required. Version 9.1.04 contains the security vulnerability fixes. If you are running version 9.0.x to 9.1.03, we recommend that you immediately apply the fixes as described in the technical bulletin. Versions earlier than 9.0 are not affected.
|February 28, 2018||9.1.04.002: Patch 2 for version 9.1.04||This patch consolidates all the Hot Fixes delivered for Remedy AR System version 9.1.04 and later into a single patch release. The patch contains fixes in Remedy AR System Server and Remedy Mid Tier.|
|December 18, 2017||9.1.04.001: Patch 1 for 9.1.04||
Patch 1 for 9.1.04 is specifically designed for Remedy with Smart IT 2.0. This patch provides the required fixes for the AR System platform so that you can enable Cognitive Service Management.
|December 5, 2017||9.1.04||
This release consolidates all the Hot Fixes delivered for Remedy AR System version 9.1 and later in a single release. This release introduces a new feature of creating and deploying a custom binary payload that reduces the time it takes to apply customization changes.
Also, Remedy Deployment Application is enhanced with new features, such as defining Pre-Check for a package, archiving previously deployed package, Application objects for deploying tasks and task group template, and email notification about the status of the package.
The new Server Group Logs Management form provides a single location so you can enable logs on multiple servers.
|September 4, 2017||9.1.03.001: Patch 1 for Service Pack 3||This patch consolidates all the Hot Fixes delivered for Remedy AR System version 9.1.03 and later into a single patch release. The patch contains fixes in Remedy AR System Server and Remedy Mid Tier.|
|July 12, 2017||9.1.02.004: Patch 4 for version 9.1 Service Pack 2||This patch consolidates all the Hot Fixes delivered for Remedy AR System version 9.1.02 and later into a single patch release. The patch contains fixes in Remedy Approval Server, Remedy Developer Studio, Remedy Mid Tier, Remedy Migrator, and Remedy Flashboards areas.|
|June 9, 2017||9.1.03: Service Pack 3||This release consolidates all the Hot Fixes delivered for Remedy AR System version 9.1 and later into a service pack. This service pack introduces a new RTF editor. This editor is available with Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier versions of the Remedy AR System, BMC CMDB, and Remedy IT Service Management applications. Also, the Row Level Security is enhanced for the SQL query to sort the fields by field IDs.|
|March 17, 2017||9.1.02.002: Patch 2 for version 9.1 Service Pack 2||This patch consolidates all the Hot Fixes delivered for Remedy AR System version 9.1.02 and later into a single patch release. The patch contains fixes in Remedy Approval Server, Remedy Developer Studio, Remedy Mid Tier, Remedy Migrator, and Remedy Flashboards areas.|
|February 17, 2017||9.1.02.001: Patch 1 for version 9.1 Service Pack 2||
This patch consolidates all the Hot Fixes delivered for Remedy AR System version 9.1.02 into a single patch release. The patch contains fixes in Mid Tier, Email Engine and web service areas. Improvements are also made in Server performance with Oracle database.
|December 5, 2016||9.1.02: Service Pack 2||This release consolidates all the Hot Fixes delivered for Remedy AR System version 9.1 and later into a service pack. This pack also includes enhancements for Hierarchical Groups and FTS.|
|June 23, 2016||9.1.00.001: Patch 1 for version 9.1||
This patch is a prerequisite for the Service Pack 1 of Remedy IT Service Management version 9.1. This release consolidates all the HotFixes delivered for Remedy AR System version 9.1 and later into a single patch. This patch also includes various performance improvements. The format of describing the component version is modified in order to have a fixed location to get the version information. Hereafter, the versioning of components is as follows:
Version Number.Service Pack.Patch.Hotfix
|June 23, 2016||9.1.01: Service Pack 1 for BMC Remedy Single-Sign On||
Remedy Single Sign-On 9.1 Service Pack 1 introduces new authentication methods and enhanced security features. The service pack introduces the following enhancements:
The Remedy AR System Help file for Remedy Single Sign-On version 9.1.01 that is provided on the product DVD in the Remedy_Action_Request_System_RSSO_9.1.01_doc.zip file does not install as expected.
To install the Help file, download the latest offline documentation from the BMC Remedy Single Sign-On product download page that is available on the BMC Support site.
|December 22, 2015||enhancements||
Remedy AR System 9.1 has been enhanced with the following new features and changes:
Performance, permissions, and system requirements.
Information about installation and configuration of the product, migration of data, and deployment.
Issues resolution, logs, and contacting Support.
Interface descriptions, using the product.
Information to set up user accounts, to manage and maintain the system after it is installed and configured.
Integrations with other products.
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
The following table lists topics that contain videos that supplement or replace the text-based documentation.
The videos are recorded using the earlier version of BMC Remedy AR System and are valid for BMC Remedy AR System 9.1.
|Topic||Duration (in minutes)||Description|
This video explains how the Association Object can be used to establish relationships between entries in two BMC Remedy AR System forms to support referential integrity, cascade deletes, and archiving related entries.
|Enabling FTS high availability||4:10||
This video explains how enhancements to Full Text Search including High Availability improve reliability, scalability, and performance.
|Managing the Archiving process||5:38||
This video walks you through the BMC Remedy AR System Archive Manager console and describes how you can use it to manage the Archiving solution available starting with release BMC Remedy AR System 9.1.
|Tools for testing the REST API||5:14||
This video provides an overview to the Postman – REST Client tool.
This video provides an overview of token based authentication for every API call.
|To create an entry||6:50||
This video provides an example using Postman - REST Client to create an entry and retrieve an entry.
|To retrieve an association||6:25||
This video provides an example using Postman - REST Client to search for an entry.
|To retrieve related entries||5:14||
This video provides an example using Postman - REST Client to get related entries using associations.
|Configuring the REST API||6:35||
This video provides the process to configure the Jetty web server.
|Setting plugin server configuration options||1:30||
This video describes the Plugin Server Configuration feature, which is used to change the logging parameters through the user interface.
|Setting plugin server configuration options||3:54||
This video provides a brief demonstration of using the Plugin Server configuration feature.
This video provides you an overview of granular overlays in BMC Remedy AR System.
|Customizing applications using overlays and custom objects||4:26||
This video provides an overview of origin, custom, and overlay objects in BMC Remedy AR System.
|Using the localization toolkit to localize your applications||19:02||
This video explains how to localize your BMC Remedy AR System applications using the Localization Toolkit.
|Viewing a Log Zipper output file with Maintenance Tool||6:17||
This video describes using the Maintenance Tool to view the Log Zipper output file on a BMC Remedy AR System server.
|Configuring AR System server logging||7:18||
This video provides information about the concept and benefits of this feature. The video also demonstrates the method apply the logging restrictions.
This video provides information about the concepts, features, and benefits of BMC Atrium Single Sign-On.
This video provides information about the authentication and integration details of BMC Atrium Single Sign-On.
Frequently asked questions
This section provides answers to frequently asked questions (FAQs) about Remedy AR System.
Remedy Mid Tier
You can use the JSP servlets to make the mid tier scalable. For more information, see BMC Remedy Mid Tier scalability.
For mid tier caching recommendations, see About Mid Tier caching.
Internet Explorer Compatibility View warning
This section provides answers to frequently asked questions about the following 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:
- Enabled by the end user in the Internet Explorer using the Tools > Compatibility View Settings
- Enabled by the System Administrator, usually using a registry entry like HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList
- 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 Remedy Mid Tier 8.1 and later.
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 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 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.
For information about locating content in the online documentation, see Locating white papers, guides, and technical bulletins.
Additional resources from BMC
The following BMC sites provide information outside of the Remedy AR System 9.1 documentation that you might find helpful:
- BMC Communities, BMC Remedy AR System community
- Remedy AR System Support page, BMC Remedy AR System Server Support
- Search the BMC Support Knowledge Base filtered by Remedy AR System
- BMC Educational Services, BMC Remedy AR System learning path
- BMC Global Services, BMC Remedy AR System offerings
- www.bmc.com information about BMC Remedy AR System
- Common Glossary with terms for BMC Enterprise Service Management products, suites, and solutions
- Documentation for BMC Remedy ITSM Suite 9.1
- Documentation for BMC Remedy ITSM 9.1 Deployment
The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:
- The Action Request System discussion list, ARSLIST