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Remedy Action Request System 9.1

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This space contains information about Remedy Action Request System (Remedy AR System), Remedy Encryption Security, and Remedy Migrator products, including service packs and patches. Remedy Action Request System enables you to automate many business processes without learning a programming language or complex development tools.

Release notes and notices

updated 16 Jan

This section provides information about what is new or changed in this space, including resolved issues, documentation updates, maintenance releases, service packs, and patches. It also provides license entitlement information for the release.

Tip

To stay informed of changes to this space, place a watch on this page.

The following updates have been added since the release of the space:

Date	Title	Summary
March 30, 2020	Discontinued support for SAP Crystal Reports integration with Remedy AR System.	Starting with the obsolescence date (March 30, 2020) of SAP Crystal Reports integration with Remedy AR System, BMC does not support this integration and BMC is no longer contractually entitled to distribute the SAP Crystal Reports Viewer software. For more information, see Deprecated features.
June 11, 2019	Critical Remote Code Execution (RCE) vulnerability in Remedy Mid Tier	Flash notification about a critical Remote Code Execution (RCE) vulnerability in Remedy Mid Tier.
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: Kerberos authentication Certificate-based authentication for CAC, PIV, and Smart Cards LDAP authentication with SASL Security enhancements Note 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	9.1.00 enhancements	Remedy AR System 9.1 has been enhanced with the following new features and changes: Centralized configuration available for more parameters Improved search relevancy for Multi-Form Search (MFS) Enhancements to armonitor Field encryption Improved functionality for BMC Remedy Deployment Application Enhancements to BMC Remedy Single Sign-On

Ready-made PDFs of this space

Videos

The following table lists topics that contain videos that supplement or replace the text-based documentation.

Note

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
Association overview	6:26	https://youtu.be/E4v0X2SimKY 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	https://youtu.be/NyUR9BUv1Bs This video explains how enhancements to Full Text Search including High Availability improve reliability, scalability, and performance.
Managing the Archiving process	5:38	https://youtu.be/ysVXv-3IQ58 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.
Testing AR System REST API	5:14	https://youtu.be/xzyDUYi7Kho This video provides an overview to the Postman – REST Client tool.
Login information	4:23	https://youtu.be/xue9Gx-dbEA This video provides an overview of token based authentication for every API call.
To create an entry	6:50	https://youtu.be/iM8wIEqGQq0 This video provides an example using Postman - REST Client to create an entry and retrieve an entry.
To retrieve an association	6:25	https://youtu.be/lhch-GTW51U This video provides an example using Postman - REST Client to search for an entry.
To retrieve related entries	5:14	https://youtu.be/YCJU1tgy8kA This video provides an example using Postman - REST Client to get related entries using associations.
Configuring the REST API	6:35	https://youtu.be/mKvQpAQ5iOo This video provides the process to configure the Jetty web server.
Setting plugin server configuration options	1:30	https://youtu.be/AQOrwPdkU_g 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	https://youtu.be/NsoyDUmzOUQ This video provides a brief demonstration of using the Plugin Server configuration feature.
Granular overlays	4:03	https://youtu.be/m_pZJ9huSdI This video provides you an overview of granular overlays in BMC Remedy AR System.
Customizing applications using overlays and custom objects	4:26	https://youtu.be/rD7nahqJnBY 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	https://youtu.be/OC5meQbvwAc 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	https://youtu.be/sGwN2LAFdYw 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	https://youtu.be/ETMuyoUn0vk This video provides information about the concept and benefits of this feature. The video also demonstrates the method apply the logging restrictions.
Orientation	5.06	https://www.youtube.com/watch?v=vEwddbAQtoQ&feature=youtu.be This video provides information about the concepts, features, and benefits of BMC Atrium Single Sign-On.
Configuring Remedy SSO for authentication	4.43	https://www.youtube.com/watch?v=ilE_eEtwTRM&feature=youtu.be 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

This section provides answers to frequently asked questions about Remedy Mid Tier.

How do I achieve mid tier scaling?

You can use the JSP servlets to make the mid tier scalable. For more information, see Remedy Mid Tier scalability.

What are the recommendations for mid tier caching?

For mid tier caching recommendations, see About Mid Tier caching.

Remedy AR System licenses

This section provides answers to frequently asked questions about Remedy AR System licenses.

How do I translate what licenses I bought to what entries I see in the Add or Remove Licenses form?

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.

Why is the user to whom I have assigned a bundled license not getting displayed in the license usage report or on the Admin Manage User licenses screen?

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

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)

Why do I receive the warning on mid tier "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 has upgraded Midtier and now the end-users are complaining about the warning. What should the admin do?

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.

What is a degraded user experience? Is the Compatibility View bad for BMC Remedy Mid Tier 8.x and later?

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.

The degraded experience might not always be evident, but sometimes may show up as:

Script errors
UI distortion
Client-side performance issues

I am a Remedy Admin and I will require 1-2 weeks to be able to disable Compatibility View for mid tier URLs. Is there any way to suppress this alert?

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.

Some of our intranet applications still require us to use Compatibility View. However, I would want mid tier to not show the alert. How do I proceed?

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

What are the consequences of suppressing the Warning endlessly?

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.

Internet Explorer 11 shows 1 hour time difference in certain cases

This issue is specifically noticed with Internet Explorer 11 browser. The rest of the browsers works fine.

Support for Google Chrome version 80

I cannot enable the single sign-on experience using Google Chrome browser version 80 and later.

Recent versions of modern browsers are starting to enforce more privacy-preserving defaults and are changing the way cross-site cookies are handled.

Remedy Single Sign-On relies on cookies to enable your users to seamlessly access all integrated applications. As browsers implement changes to their default SameSite attributes, cross-site cookies will not be sent by default. As a result, your users will be prevented from accessing your applications.

To continue to use Remedy Single Sign-On with newer browser versions, you must do the following:

Use the secure HTTP (https) protocol for all of your applications.
Upgrade to Remedy Single Sign-On 20.02.
Set the following configuration options in Remedy Single Sign-On:

Enable Secure Cookie
Use Cross Site Cookie

For instructions, see Configuring settings for Remedy SSO server .

Note: If you subscribe to BMC Helix (SaaS), no action is required. BMC will update your configuration.

Why do I see a thick black border around some UI elements on a form?

In Remedy Developer Studio, when the Show URL property is enabled for a character field, a thick black border is displayed around some elements.

If you do not want to see the border, disable the Web Platform Controls updated UI setting in Google Chrome. For information about disabling the Web Platform Controls updated UI setting, see Google Chrome Showing Thick Black Border Highlight on Text Box and Other Focused Items .

PDFs

How do I find content in the online documentation that was previously provided in PDF format?

For information about PDF, see PDFs and videos.

Additional resources from BMC

The following BMC sites provide information outside of the Remedy AR System documentation that you might find helpful:

BMC Communities, BMC Remedy AR Syst BMC Remedy AR Systnity nity
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
Common Glossary with terms for BMC Enterprise Service Management products, suites, and solutions
BMC Remedy IT Service Management Suite
BMC Remedy ITSM 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

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Last modified by Onkar Telkikar on Jan 16, 2021

bmc_remedy_ar_system flash home what's_new version_9_1_00

Comments

Brian Gillock

Where do I find, "What's New" in ARS 9.1?

TIA

Jan 28, 2016 12:05
1. Prachi Kalyani
  
  Hello Brian,
  Click Release notes and notices on this page to expand the tab. The details in this tab summarizes the enhancements added in this release.
  You can also find the enhancements listed on 9.1.00 enhancements topics.
  Thanks,
  Prachi
  
  Jan 28, 2016 10:45
  1. Brian Gillock
    
    Thank you, Prachi.
    
    Jan 29, 2016 07:01
Nilaja Mangum-goins

Just curious...why does the pdf file header read "...BladeLogic Confidential." in the upper right hand corner for the BMC Remedy Action Request System 9.1m document?

Jun 06, 2016 08:52
1. Prachi Kalyani
  
  Hello Nilaja,
  The PDF is restricted only to registered customers. Hence the copyright statement.
  Thanks,
  Prachi
  
  Jun 07, 2016 03:56
  1. Nilaja Mangum-goins
    
    That response didn't really address the concern. Allow me to readjust the question: Why does a Remedy Action Request System document have BladeLogic in the header. I nor any of my comrades were really concerned about the coyright statement. Clearly, that's a BMC issue.
    It just seemed odd that the documentation reflects an entirely different product line. We found this phenomenon in other Remedy pdf documents as well. We thought, perhaps it was a copy & paste mistake or maybe even hint of a potential merge of the product lines in the future.
    Do you happen to know or should we direct the question elsewhere?
    
    Jun 15, 2016 08:02
    
    Vaijayanti Nerkar
    
    Hello Nilaja,
    Apologize for a late reply to this comment.
    The BladeLogic statement in the documentation is a legal requirement. The legal department has given this directive. The BladeLogic statement appears on the documentation of all the products of BMC Software.
    
    Regards,
    Vaijayanti
    
    Jun 22, 2016 01:56
Bruce Wilson

Where do I find developer guides for Remedy 9.1?
For example, in 7.6 I used the following document: BMC Remedy Action Request System 7.6.04 Workflow Objects Guide.pdf
Where is this located for version 9.1?
Thank you,
Bruce Wilson

Oct 12, 2016 02:29
1. Prachi Kalyani
  
  Hello Bruce,
  Starting from BMC Remedy AR System version 8.0, we provide online documentation. We no longer provide product guides.
  The content related to Workflow is documented under the Developing an application section. Here is the link to the topic - Defining workflow to automate processes.
  To find the desired content, you can also perform a search using the search box on the upper right corner of the page.
  The PDFs and videos topic also provides ready-made PDF that contains all the topics in this space.
  Thanks,
  Prachi
  
  Oct 13, 2016 01:34
Dave Manville

We are currently on ARS 7.5 and are looking into upgrading to 9.1. Can someone please tell me how much will be involved to accomplish this?
Thanks,
Dave

Oct 26, 2016 12:02
1. Prachi Kalyani
  
  Hello Dave,
  BMC Customer Support team can help you with all the details. To contact Customer Support, click here.
  Thanks,
  Prachi
  
  Oct 27, 2016 12:19
  1. Dave Manville
    
    Hi Prachi,
    
    Is it true that ARS cant use REST until v9?
    
    Thanks,
    Dave
    
    Oct 28, 2016 11:58
    
    Prachi Kalyani
    
    Hello Dave,
    You are correct. The REST API was introduced in BMC Remedy AR System version 9.0.
    Thanks,
    Prachi
    
    Nov 09, 2016 02:30
1. Sandy Reid
  
  The AMIGO program for BMC Remedy ITSM Suite is a good place to start. http://www.bmc.com/support/amigo_program_overview.html.
  You can also find the upgrade documentation for AR System at https://docs.bmc.com/docs/display/brid91/Home
  
  Nov 11, 2016 01:32
Madhu Dora

Hi,
I can't see any updates on this page related RSSO 9.1 SP2 as part of yesterday(5-Dec-16) ARS 9.1 SP2 release - Is "BMC Remedy Single Sign-On 9.1 Service Pack 2" released?
BMC support communicated that RSSO SP2 will have authentication chaining mechanism, If RSSO 9.1 SP2 is not released yet any information when it will be released ?
Best Regards,
Madhu.

Dec 06, 2016 04:23
1. Anagha Deshpande
  
  Hello Madhu,
  RSSO 9.1 SP 2 is released. For details, see https://docs.bmc.com/docs/display/public/rsso91/Home.
  Regards,
  Anagha
  
  Dec 06, 2016 04:34
Nelson Li

HI team,
In the COMPATIBILITY website, IE9 is supported for ARS V9.1 above, but IE10 is not, IE11 is Support.
In the PDF of AR server V9.1 compatibility matrix, IE11 is the minimum browser version.
One of them should be wrong, I suspect the message in web site is wrong,That make no sense IE10 is not supported but IE9 is spported.
Could you please check it?

Jun 12, 2017 03:52
Mounir Medani

Hi all I am looking for BMC Remedy AR System Server Version 7 or 6 to install in new hardware coz old hadware does not support any more , we have a lot of problem and make much more time to creat TT, could some help me for a link to download server version 7 or 6 , BR

Aug 19, 2017 01:16
1. Anagha Deshpande
  
  Hello Mounir,
  BMC Remedy Action Request System version 7.6.04 is no longer supported. However, the documentation is available only for reference. You can refer the documentation here.
  Regards,
  Anagha
  
  Aug 20, 2017 11:26
Vikas Bahare

Where I can find the latest foundation data sheet for 9.1?

Sep 11, 2017 06:24
1. Francois Seegers
  
  If you have a server up and running with 9.1 then you can download it by going to the Data Management Console>Spreadsheet Management.
  
  Sep 11, 2017 06:33
Mpumelelo Tsabedze

Hi - where can i get information with details on restart sequence for a server group environment ?
Thanks

Jul 05, 2019 04:48
1. Anagha Deshpande
  Hello Mpumelelo,
  You can start any service that is independent in any order. The only constraint is to start the dependent services first. You can refer to the following sequence for starting the services. Follow the reverse order to stop the services:
  Starting services:
  AR System Port Mapper (if this service is in use)
  BMC Remedy Action Request System
  Apache Tomcat (or other web servers in use). On all servers – Mid Tier, Smart Reporting, Smart IT, Atrium Web Services
  BMC Remedy Email Engine
  BMC Remedy Flashboard Server
  BMC Atrium Integrator
  BMC AIS
  Hope this helps.
  Regards,
  Anagha
  Jul 08, 2019 11:12
  1. Melanie Jansen
    
    Hi Mpumi
    Anagha sent the sequence on one particular server. So, in addition to this, in a server group, I've learnt that the above sequence must be carried out as follows: - When stopping your services, it must be done on the Admin/Primary Server last. - When starting your services, it must be done on the Admin/Primary Server first ... and these services must be running before you start up the services on any subsequent servers.
    Hope this helps. Kind Regards Mel
    
    Jul 09, 2019 05:07

Getting started Orientation Key concepts User goals and features		Using As an end user, navigate the Remedy AR System interface, create and manage reports, work with approval requests, and view data using Remedy Flashboards.
		Developing an application As a developer or application programmer, develop or customize a Remedy 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 Remedy AR System forms with any third-party application by using REST API.
Administering As an administrator or security administrator, set up user accounts and manage and maintain the system after it is installed and configured.	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.
Planning (On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.	Installing (On-premises only) Install and perform initial system configuration.	Upgrading (On-premises only) Upgrade based on the latest system requirements and software.