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

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WhiteHat Sentinel PE security penetration testing AR Revision

BMC Remedy ITSM 9.1 Service Pack 1 (SP1) and BMC Remedy AR System 9.1 patch 1 ( use the WhiteHat Sentinel Premium Edition (WhiteHat Sentinel PE) service, a dynamic application security tool (DAST), for security penetration testing. By performing security penetration testing, BMC can identify whether applications are vulnerable to web attacks and implement the required countermeasures to reduce vulnerabilities.

As of June 08, 2016, BMC Remedy ITSM 9.1 (SP1) and BMC Remedy AR System do not have any security penetration vulnerabilities.

This topic contains the following information:


For BMC Remedy ITSM 9.1 and BMC Remedy AR System 9.1, BMC schedules automated security scans with WhiteHat Security that are run on the SaaS-based WhiteHat Sentinel platform. Automated scans are augmented by manual penetration tests performed by WhiteHat security experts. After the tests are completed, BMC receives vulnerability assessment reports. For more information about WhiteHat Sentinel, see

For BMC Remedy ITSM 9.1 (SP1) and BMC Remedy AR System, security penetration tests were performed using a BMC Remedy OnDemand instance deployed in the following environment:

WhiteHat security vulnerability tests

As of December 13, 2015, WhiteHat Security has run 242 automated security scans of BMC Remedy AR System BMC Remedy ITSM 9.1 (SP1). Whitehat Security performs manual testing by further exploring areas found during the automated testing. 

WhiteHat Security employs the following types of tests during the security testing:

  • Authentication tests (brute force, insufficient authentication, weak password recovery, cross-site request forgery, credential/session prediction, insufficient authorization, insufficient session expiration, session fixation)
  • Client-side attack tests (content spoofing, cross-site scripting, HTTP response splitting)
  • Command execution tests (buffer overflow, format string attack, LDAP injection, OS commanding, SQL injection, server-side include injection, XPath injection)
  • Information disclosure tests (directory indexing, information leakage, path traversal, predictable resource location)
  • Logical attack tests (abuse of functionality, denial of service, insufficient anti-automation, insufficient process validation)

For more information about WhiteHat Security, see the website security statement for WhiteHat Security.

Whitehat PCI Compliance Testing

Whitehat also test for compliance with the Payment Card Industry Data Security Standard (PCI-DSS Version 3.0), which includes requirements that web applications be built to secure coding guidelines and that applications be subject to routine vulnerability checks. The following categories of PCI tests are employed:

  • Injection flaws
  • Buffer overflow
  • Insecure Cryptographic Storage
  • Insecure Communications
  • Improper Error Handling
  • Cross Site Scripting
  • Improper Access Control
  • Cross Site Request Forgery
  • Broken Authentication and Session Management

Whitehat reports

For more information about the WhiteHat Sentinel PE tests that were used and the results, which are zero technical and business logic vulnerabilities, see the following reports:

BMC and Whitehat Security are continually running tests as BMC augments the environment or adds new security tests.

Test environment

ComponentServer specificationsVM used?Operating system
BMC Remedy Mid Tier
  • 2 CPUs (Intel® Xeon® CPU E7 4870 @ 2.40 GHz)
  • 8 GB RAM
  • 25 GB drive for BMC Remedy applications
  • 15 GB drive for paging
YesCentOS release 6.5 (Final)

BMC Remedy AR System

BMC Remedy ITSM 9.1.01

  • 2 CPUs (Intel® Xeon® CPU E7 4870 @ 2.40 GHz)
  • 8 GB RAM
  • 39.9 GB drive for BMC Remedy applications
  • 15 GB drive for paging
YesMicrosoft Windows Server 2008 R2 (64-bit)

BMC Remedy Single Sign-on 9.1.01

(SAML authentication using shibboleth IDP)

  • 2 CPUs (Intel® Xeon® CPU E7- 4870  @ 2.40GHz
  • 8 GB RAM
YesCentOS release 6.5 (Final)

BMC Remedy Smart Reporting 9.1.01

  • 2 CPUs (Intel Xeon CPU E7 4870 @ 2.40 GHZ)
  • 16 GB RAM
  • 25 GB drive for BMC Remedy Applications
  • 15 GB drive for paging


CentOS release 6.2 (Final)

Changes required for on-premise and BMC Remedy OnDemand environments

The following changes are required for on-premise and BMC Remedy OnDemand environments to achieve zero technical and business logic vulnerabilities in BMC Remedy 9.1 and BMC Remedy AR System

Configuring Apache Tomcat settings to disable directory listings

To prevent a security vulnerability from directory listings, BMC used the following procedure to disable directory listings on the Tomcat web server hosting BMC Remedy Mid Tier:

  1. Stop the Tomcat server.
  2. Use a text editor to edit the <CATALINA_HOME>\conf\web.xml file. 
  3. Change the param-value for the listings parameter to false.
  4. Save the change.
  5. Restart the Tomcat server.

When you disable the directory listings, you will also disable online help. To enable online help:

  1. Install a separate Tomcat instance on a different port on the BMC Remedy Mid Tier computer.
  2. Install online help in the Tomcat container in the Root folder of the Tomcat instance.
  3. Log on to BMC Remedy Mid Tier as an administrator and open the SHARE:Application_Properties Form.
  4. Search for Property Name = Help File Path.
  5. Update the Property Value for all search result entries to point to the new online Help URL with the correct port number.

    If you are using a reverse proxy (load balancer), further changes may be required to allow access to the new online help URL.

Creating an SSL profile on the reverse proxy to disable RC4 ciphers

RC4 ciphers are vulnerable to web attacks. The following procedure is an example of how BMC modified the default cipher support of the reverse proxy (load balancer) to disable Secure Sockets Layer (SSL) version 3 and RC4 ciphers:

The following procedure is specific to how BMC Remedy OnDemand uses SSL. An on-premise installation requires changes to the Apache Tomcat configuration to disable the RC4 ciphers.

  1. Log on to the Configuration utility for the reverse proxy (load balancer).
  2. Click Local Traffic.
  3. Click Profiles.
  4. From the SSL menu, select Client.
  5. Click Create.
  6. Type a name for the SSL profile.
  7. From the Parent Profile menu, select clientssl.
  8. From the Configuration menu, select Advanced.
  9. Click the Custom box for Ciphers.
  10. In the Ciphers box, enter the following string:
  11. Click Finished.
  12. Associate the SSL profile with the virtual server.

Restricting attachments by using Attachment Security

BMC used the Attachment Security feature. This feature helps to prevent users from uploading malicious attachments and viewing them in the BMC Remedy Mid Tier. BMC defined the following attachment extensions as the only attachment extensions allowed for attachment uploads:

  • .txt
  • .png
  • .jpg

To restrict attachments, BMC used the following procedure to make the changes to the Attachment Security tab of the AR System Administration: Server Information form:

  1. Select the following options:
    • Allow attachments with following extensions option in the Attachment criteria field
    • Allow display of attachments with the following extensions option in the Display criteria field
  2. Define the list of attachment extensions (.txt.png.jpg) in the Comma separated list of limit extensions and Comma separated list of display extensions fields.
  3. Click Apply.

For additional information about how to restrict attachments, see Setting security restrictions on file uploads.

The following image shows the changes made to the Attachment Security tab.

AR System Administration: Server Information form — Attachment Security tab

Enforcing the default password policy in BMC Remedy AR System

BMC Remedy AR System uses an SHA-256 hash of passwords stored in the database, ensuring that passwords cannot be retrieved. To enable and configure a password policy, refer to the topic  Enforcing a password policy introduction. For the BMC WhiteHat security testing, the default password policy was enabled.

F5 Load Balancer hotfix

In certain F5 Load Balancers, an active attacker may be able to recover plain text, such as authentication cookies, from a TLS1.x connection. The solution is to upgrade the F5 Local Traffic Manager (LTM) to the version 11.6 hotfix. Refer to the F5 support document for additional information.

BMC Remedy Mid Tier security settings

The following table lists the BMC Remedy Mid Tier settings used for Whitehat security testing:

Use Post for Backchannel calls

Added following parameter in midtier/WEB-INF/classes/


Plugin XSS Security Check

Added following parameter in midtier/WEB-INF/classes/


Turn on SecureCookieFilter

Uncommented following from midtier/WEB-INF/web.xml:



 Turn on XSSFilter

Uncommented following from midtier/WEB-INF/web.xml:





Uncommented following from midtier/WEB-INF/web.xml:

Turn on HEADERVALID filter

Configure the trusted host head list in midtier/WEB-INF/classes/









 Enabling secure cookie in BMC Remedy SSO

To enable the secure cookie in BMC Remedy SSO, perform the following: 

  1. Navigate to BMC Remedy SSO admin console > General > Advanced.
  2. Select Enable Secured Cookie and click Save


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