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.

Understanding server group naming

For each server group, you define a common server name alias and apply it to each server in the server group. The server name alias corresponds to the Server-Name parameter. This alias identifies the server group in workflow so that the workflow can run correctly on any server in the group. The alias is also used for items such as notification shortcuts and web URLs used in notifications.

You must also define a unique name for each server in the group so that the servers in the group can identify each other and so that you can direct administrative or specialized operations to a specific server. Both the server alias name and the unique names must be able to resolve by DNS.

This documentation assumes that if there is more than one BMC Remedy AR System server pointing to the same database, that work is directed to the individual servers via some automated functionality (such as a hardware or software load balancer), or through manual configuration (such as directing some users to one server and other users to another server). It is also possible that one server is used primarily for users while the other server is used for automations and integrations. In any case, the actual configurations for various settings, such as the server name alias, need to be considered for the specific environments.

Server name alias

All AR System servers in a group must have the same server name parameter. This is specified in the Administration Console as the Server Name Alias field. This field is located in AR System Administration Console > General > Server Information, on the Platform tab. If your server group uses a load balancer, the common server name parameter must be the same as the short DNS name of the load balancer.


Make sure that you use a name that will be translated to the IP address of the load balancer. So, either the DNS should resolve the name or you must map the name in etc/hosts file.

Clients can, therefore, be directed to the load balancer by using the server name parameter.


If the server name alias setting is not the same as the load balancer short DNS name, ARTask email attachments generated by the server might not work. When generating an ARTask attachment, the server generates a reference to itself by using the server name parameter with the domain name appended. Clients opening the ARTask will then use the fully qualified domain name to be routed to the server group through the load balancer.

Server name

A server name alias that is always interpreted as the current server. This option is used in multiple server installations to differentiate servers. In a server group, Server-Name refers to the load balancer name.

If you use the arreload command-line utility to specify a value for this option, enter the value after the -h option. Otherwise, the arreload command-line utility uses the default server name rather than the name specified by this option. Do not specify a fully qualified name for this option. For example, use alpha instead of For more information, see ar.cfg or ar.conf options S-Z.


If a server belongs to a server group and you use a common server alias, you must also specify the Server-Connect-Name option. For more information, see Server-Connect-Name.


Name of the computer where the AR System Server is installed. By default, a server in a server group uses a fully qualified server name with domain to identify itself. Other servers in the group use this name to communicate.

To change the server name, add the following option to the configuration file:

Server-Connect-Name — <mycomputername>
Server-Connect-Name —   <>
This option is required if you specify a common server alias.

This name must be resolvable by DNS and is used exactly as specified. For more information, see Configuring server groups.

Unique names for each server

Each server in a server group needs a uniquely defined name to identify itself to other servers in the group. Usually this is the host name of the computer where the server is installed.

To identify the unique name for each server in the group, the following line is added to each server's configuration file:

Server-Connect-Name:  <serverName>

DNS must be able to resolve this name, and it is used exactly as specified (that is, no domain name is appended). Each server uses this name to register as a server group member. Other servers in the group use the name when communication between servers is required. In addition, various external server components use the name when connecting to the local server. This name can be specified as either the short name or the fully qualified name.

Server group name

The server group name was used in some earlier releases in relationship to licensing, but it is no longer necessary to set this value. In release 7.5.00 and later, this setting is not used. However, there is still a field for it in the Administration Console. The field can be left blank.

To configure DSO in a server group environment, you need to specify a server group name.

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  1. Foued Ben hadj ali


    could you please clarify one point, in our case we have 8 servers in our server group :

    • 6 servers are under one load balancer (that we will call LB1)
    • 2 servers are under another load balancer (that we will call LB2)

    My question is which "Server-Name" in the ar.cfg should I have to give to each one of the 8 servers :

    • LB1 ?
    • LB2 ?
    • 6 servers should have LB1 and 2 servers should have LB2?


    Feb 03, 2016 06:57
    1. Prachi Kalyani


      The 6 servers should have LB1 and the 2 servers should have LB2.

      But you must add both the load balancers to BMC Remedy Mid Tier, and there would be different URLs to access the group of 6 servers and 2 servers.

      Hope that helps!



      Feb 04, 2016 02:44
    1. Nilesh Surwade

      Hi Team as per above configuration we are also having similar kind of environment and we did the ar.cfg configurations as per documentations, but after implementing above senario in my environment. We have faced issue that changes done on Dev studio of primary server which is on LB1 is not reflecting on Dev studio of server which is on LB2. We have to restart services every time - Log out and Login is not working.(This behavior Seems weird because DB is same). Please let me know if we are missing on some configurations in Server Group.

      Jun 18, 2020 11:29
      1. Anagha Deshpande

        Hello Nilesh,

        Apologies for the delayed response.

        Regarding your query, no other configuration is required.

        Based on the description of the problem you specify, this may be because of some error in the communication between two servers.

        From the Log Files tab of the Server information form, enable server group logs for both servers, and check the errors.

        Ensure that server connect name for both servers is resolved to the correct external facing IP address for both servers. If required, make etc/hosts entries for both servers in both computers.

        Hope this helps.



        Jul 23, 2020 03:31
  2. Foued Ben hadj ali

    Hi Prachi,

    thanks for your reply.

    Therefore, the above documentation should be modified as it is written : "All AR System servers in a group must have the same server name parameter." which is not accurate according to what you are saying. In case of multiple load balancers, the server name parameter could be different accross the server group.

    Thank you.

    Feb 04, 2016 02:54
    1. Prachi Kalyani

      We have already mentioned, "If your server group uses a load balancer, the server name parameter must be the same as the short DNS name of the load balancer."


      Feb 04, 2016 02:58
  3. Brent Bierwirth

    If you had such a setup with two LBs., if I were to create a user defined AR report or save user or search preferences, under one alias name, then these items would not be available to me or may not run the same when I connect using the other alias name as those functions save values based on the server-name parameter.  Therefore, what are the some of the use cases where you would need to have a separate LB and alias name?  Perhaps the documentation needs to be a bit more clear here.

    Jun 21, 2016 09:55
  4. Piotr Sadowski

    Dear BMC,

    I have a question regarding "Unique names for each server". In first sentence there is information - "DNS must be able to resolve this name, and it is used exactly as specified (that is, no domain name is appended)."

    and later there is "This name can be specified as either the short name or the fully qualified name."

    So my question is - what value should be in Server-Connect-Name - short name or FQDN?

    Thank you for your response (smile)


    Mar 07, 2017 07:08
    1. Anagha Deshpande

      Hello Piotr,

      I will confirm this doubt with SME and will write back to you.



      Mar 07, 2017 09:37
      1. Anagha Deshpande

        Hello Piotr,  

        You can use either the short name or long name. The name should be resolvable.



        Mar 15, 2017 03:47