AR System 22.1

AR System (formerly known as Remedy Action Request System) is a part of the single-tenant BMC Helix Innovation Suite that consolidates the capabilities of AR System and BMC Helix Innovation Studio.

BMC Helix Innovation Suite helps you to develop, build, deploy, and use applications on cloud (SaaS) and on-premises environments. It also helps you to create and automate many business processes without learning a programming language or complex development tools.

BMC Helix Innovation Suite requires fewer resources and improves integration between components.

Release notes and notices Updated 13 Dec 2024

Learn what’s new or changed for BMC Helix Innovation Suite 22.1, including new features, urgent issues, documentation updates, and fixes or patches. Also know about license entitlement information for the release.

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Related topics

Known-and-corrected-issues

Support-information

Release notes and noticesin BMC Helix Innovation Studio documentation.

The following table lists the enhancements in this release:

Date	Summary	Reference
April 17, 2024	Issues that were corrected by 22.1 patch 8 and issues that remain open Patch 8 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Use your own authentication provider by using BMC Helix SSO based multi service providers Select a row-level security algorithm for fast data retrieval	22-1-enhancements-and-patches
August 11, 2023	Issues that were corrected by 22.1 patch 7 and issues that remain open Patch 7 for version 22.1 is available for on-premises customers. The following updates are available in this patch: Changes to in-app help Defining timeout to avoid an abrupt API call end	22-1-enhancements-and-patches
July 5, 2023	Issues that were corrected by 22.1 patch 6 and issues that remain open Patch 6 for version 22.1 is available for on-premises customers. The following updates are available in this patch: Updated support for Kubernetes and OpenShift Updated support for Ingress and Helm Additional products available for on-premises installation	22-1-enhancements-and-patches
June 7, 2023	Issues that were corrected by 22.1 patch 6 and issues that remain open Patch 6 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Consent for data collection 2-year BMC Helix ITSM Archival Policy auto-enabled Analyze the manual reconciliation effort by using an automatically generated reconciliation report Direct SQL actions in active links are replaced with Service actions for improved security View the API status of import definitions Create search filters for BMC Helix Virtual Agent Access BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks Reschedule the archiving process at non-peak hours	22-1-enhancements-and-patches
March 24, 2023	Issues that were corrected by 22.1 patch 5 and issues that remain open Patch 5 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Trigger multiple grid filters in batch mode Improve the search capability of a named list by providing an additional query Override browser locale settings in PWA with user preferences Synchronize knowledge articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to multiple portals in BMC Helix Knowledge Management by ComAround Improve grid performance by using Apply filters to apply only selected filters Improve the capabilities of a named list by associating it with a custom record definition	22-1-enhancements-and-patches
January 13, 2023	Issues that were corrected by 22.1 patch 4 and issues that remain open Patch 4 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Typeahead for named list field in Record Grid component Reconcile customized Developer Studioform views by using the reconciliation utility Search for BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks Provision to show or hide the view component based on user's device	22-1-enhancements-and-patches
November 2, 2022	Issues that were corrected by 22.1 patch 3 and issues that remain open Patch 3 for version 22.1 is available for SaaS subscribers.	22-1-enhancements-and-patches
October 10, 2022	Issues that were corrected by 22.1 patch 2 and issues that remain open Patch 2 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Advanced RTF fields for Progressive Web Application screens Bring record data from multiple record definitions together in a single grid Customizable list for predefined view presets Have search results return the articles based on the enhanced entitlement checks Export archived data to a Secure File Transfer Protocol (SFTP) location Access information about a specific server through the AR System Server Group Console	22-1-enhancements-and-patches
September 2, 2022	Issues that were corrected by 22.1 patch 1 and issues that remain open Patch 1 for version 22.1 is available for SaaS subscribers. The following updates are available in this patch: Troubleshoot cache sync issues in the server group Select a BMC Helix Knowledge Management by ComAround portal for integration	22-1-enhancements-and-patches
July 29, 2022	Enhancements available in this release: Type-ahead suggestions when creating text filters Leverage all ADAPT icons in BMC Helix Innovation Studio with an icon picker Define row actions in Record Grid Enhance the fields in Record Grid by adding cell styling Define custom filters to search records Obtain the ARJDBC query execution plan by using the explain query REST API Manage and distribute rule processing load Improve system performance by periodically archiving record data View logs for debugging process definitions Create and view BMC Helix Innovation Studio reports by using BMC Helix Dashboards Track and monitor errors during import and export of a content package Improve system performance and maintain database sanity by using the Data Cleanup utility Effective database resource utilization by stopping the long running database calls Sort and pagination functionality is available for the Errored tab of the Manage Process dashboard Monitor the health of BMC Helix Innovation Suite by using the arstartup-debug.log file Access process logs and bundle logs from the Server Group Log Management tab on the AR System Server Group Administration Console Run developer sandboxes on your local machine by using a docker container Automatically unlock the BMC Helix Innovation Suite account Real-time validation for attachments Use the Password Change form to update BMC Helix Innovation Suite password Integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows Use separate migration options to synchronize folders and content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround Perform partial migration of content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to prevent articles updated in BMC Helix Knowledge Management by ComAround from being overridden Have article flags and flagging attributes such as date and comment automatically synchronized from BMC Helix ITSM: Knowledge Management and BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround Have your localized knowledge articles in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management automatically synchronized to the corresponding translation languages in BMC Helix Knowledge Management by ComAround Have your knowledge articles migrated significantly faster from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround	22-1-enhancements-and-patches

Getting started See more	Using As an end user, navigate the AR System interface, create and manage reports, work with approval requests, and view data using Remedy Flashboards. See more
Onboarding and implementing As an administrator, set up AR System for your company. See more	Securing AR system As an administrator, secure the AR System by configuring ports and firewalls, encrypting the system, and setting up passwords. See more
Administering As an administrator or security administrator, set up user accounts and manage and maintain the system after it is installed and configured. See more	Enabling services As an administrator, enable services to leverage operational benefits of BMC Helix Innovation Suite. See more

Developing applications As a developer or application programmer, develop or customize a AR System application, navigate the Remedy Developer Studio interface, and move the application to production and distribute the application. See more	Developing an API program As a developer or application programmer, integrate the AR System forms with any third-party application by using REST API. See more
Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more

Communities

Knowledge Base

Videos

Education

PDFs and videos

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Videos

The following topics contain videos that supplement or replace the text-based documentation. Some videos reflect an earlier version of the product.

Access and authentication for the REST API
- Adding background images to fields and form views
  - Adding images to buttons
    
    Adding People by using a template
    
    Aligning fields
    
    Altering a notification process on BMC Helix Innovation Suite
    
    Archiving overview
    
    Associations overview
    
    Automatically completing menu entries
    
    Calling third-party REST APIs in a Remedy application
    
    Completing steps
    
    Configuring AR System server logging
    
    Configuring operational catalogs
    
    Configuring product catalog information
    
    Configuring the Email Engine for a server group
    
    Configuring the Progress bar widget in Progressive Web Applications
    
    Converting applications from User tool to Mid Tier
    
    Creating a survey questionnaire
    
    Creating an incident entry
    
    Creating companies
    
    Creating dynamic selection lists for Progressive Web Applications by using JSON data
    
    Creating fields that auto-complete in Progressive Web Applications
    
    Creating sites and other locations
    
    Creating support groups
    
    Customization best practices for developing PWA
    
    Data Management
    
    Developing a Progressive Web Application
    
    Downloading and creating data load spreadsheets
    
    Enabling logs for performance issues
    
    General principles for using the REST API
    
    Granular overlays
    
    Improving system performance by using the Data Cleanup utility
    
    Learning about the REST API
    
    Localizing a Progressive Web Application
    
    Log-style audits
    
    Managing attachments in Progressive Web Applications by using a remote form
    
    Managing the archiving process
    
    Mid Tier architecture
    
    Origin objects, custom objects, and overlays
    
    Panel display types in Progressive View
    
    Panel holder display types
    
    Progressive web application screens
    
    Retrieving work information related to an incident
    
    Setting Always On logging
    
    Setting plug-in server configuration options
    
    Setting up Smart Reporting as a cluster
    
    Troubleshooting Approval Server
    
    Troubleshooting Developer Studio
    
    Troubleshooting Mid Tier cache issues
    
    Troubleshooting performance issues with AR System
    
    Troubleshooting plug-in issues
    
    Troubleshooting Progressive Views
    
    Troubleshooting when approving requests via emails does not work
    
    TrueSight Orchestration integration
    
    Using the localization toolkit to localize your applications

Frequently asked questions

Here are some answers to the most frequently asked questions about AR System.

Mid Tier

How do I achieve mid tier scaling?

You can use the JSP servlets to make the Mid Tier scalable. For more information, see Remedy Mid Tier scalability.

What are the recommendations for mid tier caching?

For Mid Tier caching recommendations, see Best-practices-for-configuring-mid-tier-cache.

AR System licenses

How do I translate what licenses I bought to what entries I see in the Add or Remove Licenses form?

With the new bundled license option, you can configure license limits, assign licenses to users, and control and report license consumption in alignment with how user licenses were purchased. You do not need to manually map the new pricing models to the old pricing models and then apply the licenses in the system.

Why is the user to whom I have assigned a bundled license not getting displayed in the license usage report or on the Admin Manage User licenses screen?

The License usage report gets updated in every 45 minutes. The Admin Manage User licenses screen displays two new options, bundled - current users and bundled - registered users, to display the consumption of bundled licenses along with the existing granular license consumption options.

Internet Explorer Compatibility View warning

IE is running in Compatibility View. Please remove Mid-tier URL from either IE Compatibility View Settings or Registry location (AR WARN:9429)

Why do I receive the warning on mid tier "IE is running in Compatibility View. Please remove Mid-tier URL from either IE Compatibility View Settings or Registry location (AR WARN:9429)"

This message indicates to the end user that the Internet Explorer has Compatibility View enabled through one of the following mechanisms:

Enabled by the end user in the Internet Explorer using the Tools > Compatibility View Settings
Enabled by the System Administrator, usually using a registry entry like HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList
Enabled by the System Administrator, using the Microsoft Windows Group Policy Editor.

(This Warning might also appear as: Internet Explorer is using Compatibility View which may cause degraded user experience. Try removing Midtier URLs from the browser's Compatibility View Settings, or contact your administrator (ARWARN 9429) )

The admin has upgraded Midtier and now the end-users are complaining about the warning. What should the admin do?

The Admin will have to find out the mechanism with which Compatibility View has been enabled and respond appropriately. This is not an error but a warning, so end-users can continue using the product while the Admin finds the best way to disable Compatibility View for Mid Tier. This is not a critical problem.

What is a degraded user experience? Is the Compatibility View bad for BMC Remedy Mid Tier 8.x and later?

Compatibility View forces Internet Explorer to emulate an older, unsupported version of the browser (IE7), so that sites designed for the older version render correctly. However, such a browser configuration is not necessary for web-applications like Mid Tier.

The degraded experience might not always be evident, but sometimes may show up as:

Script errors
UI distortion
Client-side performance issues

I am a Remedy Admin and I will require 1-2 weeks to be able to disable Compatibility View for mid tier URLs. Is there any way to suppress this alert?

Yes. The admins can choose to add arsystem.display_IE_compatibility_view_alert=false to <MidtierInstallDirectory>/WEB-INF/classes/config.properties to turn off the alerts temporarily. However the longer this alert is suppressed, the higher the risk of client-side problems for the end-users. It might be necessary to apply the latest cumulative hotfix for Mid Tier before this property is usable.

Some of our intranet applications still require us to use Compatibility View. However, I would want mid tier to not show the alert. How do I proceed?

Microsoft recommends that admins identify the applications that require Compatibility View, and add the individual URLs. (See http://windows.microsoft.com/en-IN/internet-explorer/products/ie-9/features/compatibility-view.)

To achieve this, the Group Policy Editor is also expected to be usable. (See http://msdn.microsoft.com/en-us/library/dn321457.aspx.)

What are the consequences of suppressing the Warning endlessly?

The end users could run into client-related problems that require assistance from BMC Customer Support. BMC Customer Support may request Admins to disable Compatibility View for affected users. Rather than having to find solutions at this point, the admins are advised to proactively disable Compatibility View when end-users see the Warning.

Internet Explorer 11 shows 1 hour time difference in certain cases

This issue is specifically noticed with Internet Explorer 11 browser. The rest of the browsers works fine.