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.

Setting failover rankings for servers and operations

The AR System Server Group Operation Ranking form contains entries that define the failover ranking for servers that handle certain operations in the server group, and the delinquent threshold that helps determine when another server takes over an operation. Data in this form is automatically created when you specify the first server as a member of the server group and restart the server.

When the form is created, it is populated with default entries and the first server added to the server group is assigned the primary ranking for all operations. The remaining server group members have null (empty ranking) entries, serving as placeholders. Entries for operations that require a license (for example, DSO) are not pre-populated unless a valid license is detected. You can add these operations at any time.


Remove the default entries for operations that do not run in your environment.

AR System Server Group Operation Ranking form 
(Click the image to expand it.)

Operation rankings

The fields named Operation, Server, and Rank work together to define which server is the primary server for the operation, which server takes over if the primary server fails, and so on. The installer populates the fields named AR Server Version, CMDB Version, and Atrium Integrator (AI) Version during the Zero Downtime Upgrade process. In other cases, for example, when the ranking entries are recreated, these fields may remain blank.

When the server is in operating mode, the operation ranks are backed up in to the Operation Backup field. When the operating mode is restored, the backup is restored in the Rank field.

For more information on operating mode, see


The E-Mail Engine entry in the AR System Server Group Operation Ranking form is no longer used. If this entry exists, it is ignored by AR System Server. Email Engine failover is handled by the service failover operation. For more information, see service failover.

Guidelines to set operation rankings for the server group

Use the following guidelines to determine how to set operation rankings for the server group:

  • The servers for any one operation are ranked lowest to highest. A value of 1 indicates the server chosen first to perform the operation. The next highest value indicates the server that takes over the operation if the first server fails, and so on.
  • Ranking numbers do not need to be consecutive.
  • If a value is null, the server ignores the entry.
  • If an operation has no server designated with a valid rank, it is not run on any of the servers in the group.
  • Avoid assigning two servers the same ranking for the same operation. (For ease of configuration, the form enables you to do this temporarily.)
  • Operations can be spread freely across different servers, with the exception of operations involving  BMC Atrium CMDB, and the BMC Service Level Management engine (labeled Business Rules Engine in the form). These operations must reside on the same server as the administration operation; therefore, the operations must have the same ranking as the administration operation so that they move as a unit.
  • If you are implementing full text search (FTS), an additional restriction for multi-platform server groups exists. The Administration and Full Text Indexing operations must be restricted to server group nodes that can have a compatible directory structure for the Search Server configuration files.
  • Define ranking only for the indexer server. Do not rank non-indexing servers on the AR System Server Group Operation Ranking form.

To establish operation rankings in the server group

  1. In a browser, log on as a user with Administrator privileges to any server in the group.
  2. Open the AR System Server Group Operation Ranking form in search mode.
  3. Perform an unqualified search to see the entries in the form.
  4. Modify entries as required to construct a fail-over hierarchy for ownership of operations.
  5. Save the AR System Server Group Operation Ranking form.
  6. Restart all the AR System servers in the group.


Refresh Ranking allows you to save your changes without restarting the AR System server.

Delinquent threshold

The Delinquent Threshold field determines the number of times the specified server can miss reporting its status before the next server in the ranking takes responsibility for the operation. This setting works together with the Check Interval to determine the total time to failover for any operation.

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  1. Colin Rolls

    there is a 'Refresh Ranking' button on this form in version 9.1 which is not mentioned in this article which appears to allow these rankings to be changed without restarting the AR services, the steps need updating to incorporate this. also the screenshot needs to be updated with this button.

    Apr 15, 2016 04:14
    1. Prachi Kalyani

      Thank you, Colin. We are working on updating the documentation.



      Apr 18, 2016 08:07
    1. Prachi Kalyani

      Thank you, Colin for bringing this to our notice. I have updated the topic.



      Apr 19, 2016 12:48
  2. Stefan Hall

    What about NE? Is it handled over service failover too and what else Is atrium cmdb?

    Sep 02, 2016 10:55
  3. Stefan Hall

    What is the function of the new entry "Service Failover" in server ranking form?

    Sep 13, 2016 04:03
    1. Prachi Kalyani

      Hello Stefan,

      We have contacted the concerned SME. We will get back to you soon.



      Sep 13, 2016 06:26
    1. Sayee Jadhav

      Hi Stefan,

      Service Failover is to rank the server that monitors service level failover. With service level ranking, now if specific service goes down, engine from another server takes over but this is also facilitated by one of the running server and this entry decides the ranking for that operation.

      Hope this info. suffices the purpose. Do let me know if you need additional info.



      Sep 27, 2016 05:32
      1. Stefan Hall

        Hi Sayee,

        server and service ranking is a bit special (wink). Hope I understood you correct.

        Server ranking for service failover only ranks the control server for service failover not the service failover themselves?

        If so, thanks for clarification.

        Sep 27, 2016 02:46
  4. Stefan Hall

    Any update for me?

    Sep 26, 2016 02:12
  5. Scott Skeate

    After a recent customer upgrade to 9.1.04, unable to find Email Engine in the pull-down list of operations. If I search the Server Group Operation form, however, I see the values that were there from 8.1. Why is this? Also found that in AR System Server Service Failover Whiteboard form that the email services were set to waiting. Why is this?

    Oct 29, 2018 02:13
    1. Onkar Telkikar

      Hello Scott,

      Apologies for the delayed response.

      The 'Email Engine' option isn't available in 9.1.04. For more information about service failover scenarios, see Email engine service failover in a server group.

      The 'AR System Service Failover Whiteboard' form stores the current status of all service providers. You can use the entries in this form to see which clients are providing a service, are waiting to provide a service, and are unavailable. For more information about service failover, see Service failover.


      Jan 29, 2020 11:26
  6. Brad Benedict

    The screenshot for AR System Server Group Operation Ranking form (For versions 9.1.03 and earlier) seems to be the same as the 9.1.04 and later screenshot.

    Apr 03, 2019 07:37
    1. Anagha Deshpande

      Hello Brad,

      Thanks for bringing this to our notice.

      The AR System Server Group Operation Ranking form is not different for version 9.1.03 and later.

      I have removed the duplicated screenshot.



      Apr 10, 2019 10:48