This documentation supports the 20.02 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Mapping the BMC Remedy AR System users to the chat server

You cannot use Openfire Chat if your browser does not support Adobe Flash. We recommend using Smart IT Openfire Chat for agent-to-agent communication.

There are two ways to map the BMC Remedy AR System users to the chat server:

To use the Openfire AR Authentication plugin (arauth.jar) for mapping

The Openfire AR Authentication plugin allows BMC Remedy AR System users to get authenticated automatically on the Openfire server.
Follow the steps given below to install the Openfire AR Authentication plugin:

  1. Stop the Openfire process.
  2. Go to and copy the arauth.jar file to the OpenfireInstallDir/lib directory.


    • The BMC Remedy AR System Authenticator Plugin is tested with Openfire 3.7.1.
    • If you are using Openfire 3.9.x version or later, and if you have issues with the Status Display of the users, perform the following steps.

      1. On the Openfire Admin console (typically available at,  login as an administrator.
      2. Navigate to User/Groups > Groups and click BMC Remedy AR System Users link.
      3. On the Contact List (Roster) Sharing, select Enable contact list group shared.
      4. On the Enter contact list group name field, enter BMC Remedy AR System Users and click Save Contact List Settings.
      5. Stop the Openfire server.
      6. Start the Openfire server.
  3. Copy the arapi91_build001.jar, and the arutil91_build001.jar files from <mid tier installation directory>\WEB-INF\lib to the OpenfireInstallDir/lib directory.

    Best practice

    We recommend that you use arapi91_build001.jar, and the arutil91_build001.jar files or arapi91_build001.jar, and the arutil91_build001.jar files. These files are built with Java 7 and are compatible with Openfire. These files are compatible with BMC Remedy AR System server 9.0 SP1 and later.

    Do not use arapi91_build002.jar, and the arutil91_build002.jar files. The arapi91_build002.jar and arutil91_build002.jar files are built with Java 8,however the Openfire server runs with Java 7, so there are compatibility issues. 

  4. Start the Openfire Server.

  5. Open the Openfire Administration Console (http://<hostname>:9090) and then select Server > System Properties.
    1. Click the Edit icon for the provider.auth.className property and change the value to org.jivesoftware.openfire.auth.HybridAuthProvider
    2. Click Save Property and add the following properties under the Add new property section:
      • Name: hybridAuthProvider.primaryProvider.className
        Value: org.jivesoftware.openfire.auth.DefaultAuthProvider
      • Name: hybridAuthProvider.secondaryProvider.className
    3. (When using third-party applications) To connect to the Openfire server on behalf of BMC Remedy AR System user, add the following AR Server entries under the Add new property section:
      • Name: arsProvider.password.<ARServerName>
        Value: <Remedy-App-Service-Password property value in the ar.cfg file of that server>
      • Name: arsProvider.port.<ARServerName>
        Value: <ARServerPortNumber>


        You can add multiple servers if you are using the same Openfire server for other BMC Remedy AR System servers.

  6. Stop and restart the Openfire server and ensure that you are able to log on to Openfire Administration Console using Openfire admin credentials. Then, log on to Openfire server by using the BMC Remedy AR System user name and password with external chat clients. For example, pidgin.


    If the Openfire server has installed this AR Authentication Plugin, change the value of the XMPPServerHasARAuthPlugin property to true in the ChatConfig Definition Name as specified in the Configuring the BMC Remedy AR System server to work with the chat server section.


    If you are unable to log on to the Openfire Administration Console using Openfire administrator credentials, try the following step to resolve the issue. Log on to the database which you have configured with the Openfire server and open the ofProperty table. Change the value of propValue column to org.jivesoftware.openfire.auth.DefaultAuthProvider in the row where name column value is provider.auth.className. After making these changes, log on to the Openfire Administration Console using Openfire admin credentials and carefully examine existing properties from step 5 above and make necessary corrections.

To use the AR System Chat User Mapping form for mapping

Using the AR System Chat User Mapping form, you can create the Openfire users manually (or use existing users) and map them to the BMC Remedy AR system users. The mapped user is used to log on to the Openfire server.


When BMC Remedy AR System users are mapped to the Openfire users, do not install the AR Authentication plugin on the Openfire server.

  1. For mapping the BMC Remedy AR System user names that are not XMPP compliant to the Chat user names, open the AR System Chat User Mapping form in a browser.


    The user names that do not contain spaces, capital letters, or a combination of letters from a to z and numbers from 0 to 9 are XMPP compliant. For the BMC Remedy AR System user names that are not XMPP complaint, provide the appropriate XMPP compliant user name, so that this mapped user name can be used for logging on to BMC Remedy AR System from external clients.

  2. Provide the required information in the AR System Chat User Mapping form as follows:

    AR System Chat User Mapping form fields

    Field name


    AR User ID

    Manually type the BMC Remedy AR System user ID.


    Ensure that the ID is a valid XMPP ID that contains no white spaces and consists of only a-z lowercase letters and 1-9 digits.

    Chat User ID

    The chat server user ID.

    Chat Password

    The chat user password.

    Chat Provider

    A reference field for future use. For the current version, set the value to Openfire (or any other XMPP chat server that you are using).

  3. Save the form.

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