This documentation supports the 9.1 version of BMC Remedy ITSM Deployment.

To view the latest version, select the version from the Product version menu.



Getting started

The Remedy Action Request System (AR System) is the central component of the Remedy ITSM Suite. This topic discusses the available features and configurations for Remedy AR System:


Features you can install

The following features can be installed with the Remedy AR System installer.

Remedy AR System server

The Remedy AR System server can be installed on UNIX, Linux, or Microsoft Windows system.

The Remedy AR System server is the primary feature that manages user interaction with the underlying database. The Remedy AR System server interacts with the database and provides information to the user independent of the underlying database. For more information, see  Understanding the AR System database  on the AR System documentation.

Remedy AR System can be installed with Microsoft SQL Server database or Oracle database. The database can be installed on any computer that is accessible to the Remedy AR System server.

The Remedy AR System installer creates an Remedy AR System database with a series of tables that make up a data dictionary where form, filter, escalation, and other definitions are stored. The Remedy AR System installer also creates the user of the Remedy AR System database. The structure of the Remedy AR System database varies depending on the underlying database. For more information, see  Understanding the AR System database  on the AR System documentation.

Remedy Mid Tier

Remedy Mid Tier can be installed on a UNIX, Linux, or Windows system.

Mid tier is middleware that enables Remedy AR System access through a browser. A web server and the mid tier must be installed on the same computer. This computer can be networked to the Remedy AR System server computer. One mid tier can permit access to multiple Remedy AR System servers.

Best Practice

For best results, install the Remedy Mid Tier on a separate computer from the Remedy AR System server.
Remedy Mid Tier Configuration Tool is installed with the mid tier. Use this tool to define which Remedy AR System servers the mid tier can access.


Client computers must have a supported browser installed. Users need Remedy AR System permissions to submit Remedy AR System requests and search the database through the web.

For more information, see  Remedy AR System architecture  on AR System documentation.

Remedy Email Engine

Remedy Email Engine enables you to access Remedy AR System through an email client and to receive email notifications.

The Email Engine is a process (on UNIX) or a service (on Windows) that transforms email messages into an interface to the Remedy AR System server. The Email Engine enables users to instruct the Remedy AR System server to perform queries, submissions, or modifications to entries, all using email. You can also view the results of such requests in email, formatted as plain text, RTF, HTML, or XML content. In addition, the Email Engine can process notifications by using workflow actions, such as filters and escalations.

The Email Engine can connect to mail servers by using protocols such as Internet Message Access Protocol (IMAP4), Post Office Protocol (POP3), Simple Mail Transfer Protocol (SMTP), Messaging Application Programming Interface (MAPI), MailBOX (MBOX), and Exchange Web Service (EWS).

Note

  • The MAPI protocol for incoming and outgoing mail is unavailable for 64-bit Java Virtual Machine (JVM).
  • If you want to use the MAPI protocol, you must use Exchange Server 2013 or earlier. However, if you want to use the EWS protocol, you must use Exchange Server 2016 or later.

For more information, see  Controlling BMC Remedy AR System through email  on AR System documentation.

Remedy Approval Server

The Remedy Approval Server is a self-contained, shared module that can be attached to any Remedy AR System application. It is a flexible solution for automating any approval or signature process across any organization. You can have only one Approval Server running in a server group environment.

Assignment Engine

The Assignment Engine enables you to use processes instead of workflow to automatically assign requests to individuals. When you install the Assignment Engine, the installer installs forms to help you set up the processes. See  Assigning requests with the Assignment Engine  on the AR System documentation.

Flashboards

Flashboards enable you to include dynamic, graphical representations of data in the Remedy AR System forms. You can use flashboards to process, store, and display data in the form of graphs, charts, text boxes, and meters. You can summarize data for trend or historical analysis.

Remedy Developer Studio

Remedy Developer Studio is an integrated development environment (IDE) for Remedy AR System applications. It provides all the application development functions needed to design an application.

Remedy Developer Studio uses the Java-based Eclipse platform to provide a framework for its functions. Eclipse includes functions to organize the user interface (UI) and to work with UI components that the Developer Studio provides.

Remedy Developer Studio can be installed on Microsoft Windows only.

Remedy Data Import

Remedy Data Import allows you to import data from a source file into a Remedy AR System form.

BMC Atrium Integrator

BMC Atrium Integrator is an optional feature that is used for designing and executing the BMC Atrium Integrator Adaptor transformations and jobs. This is a stand alone application that can be installed with or without any other products or components. BMC Atrium Integrator can be installed on Microsoft Windows only.

Configuration Types

The following sections show the required and optional features in sample configurations. These sample configurations do not demonstrate all possibilities. Remedy AR System is flexible, adaptable, and scalable, so you can mix and match features as needed.

Note

The sample configurations shown in this section do not represent all possible combinations. Configurations are also flexible; you can change your configuration any time.

Extending configuration to multiple servers

You can extend your system configuration to include two or more Remedy AR System servers. For example, you can add another Remedy AR System server exclusively for development or several Remedy AR System servers for production.

Each Remedy AR System server communicates with one database. Multiple Remedy AR System servers can communicate with the same database.

You can install the mid tier and the required supporting features on a web server computer to allow users to access Remedy AR System through a browser. The web server and mid tier must be installed on the same computer, and this computer can be networked to the Remedy AR System server computer. All features can be installed on the same computer, but verify that the computer has adequate resources available (memory, disk space, processor power).
 
Client computers require a supported browser and Internet or intranet access for the mid tier computer to access Remedy AR System.

Extending configuration to the Web

In addition to the required mid tier configuration, web configuration requires Remedy Mid Tier that resides on a web server computer.  This is a supported web server, SDK (which includes the JRE), a supported JavaServer Pages (JSP) engine, and a supported browser are required. A single mid tier can access multiple Remedy AR System servers.
For more information about Oracle Java products, go to https://www.oracle.com/java/index.html.

Extending configuration to include email access

To allow users to access Remedy AR System through an email client and to receive email notifications, you must configure the Email Engine on each instance of the Remedy AR System server.

The Email Engine configuration requires:

  • A mail server that supports either SMTP (on UNIX or Windows) or MAPI (on Windows only) for outgoing mail, and POP3, IMAP4, MAPI, or MBOX for incoming mail. The mail server must be accessible by the Email Engine. 

    Note

    The MAPI protocol for incoming and outgoing mail is disabled for 64-bit Java Virtual Machine (JVM).

  • A compatible version of Java for your operating system. 

For more information, see Enabling users to interact with Remedy AR System through email.

Sizing factors and scalability

For information about the sizing factors and scalability for the Remedy AR System environment, see Remedy on-premises solution architecture.

Related topics

Implementation process overview

Deployment use cases

System requirements

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