BMC Remedy Action Request System
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BMC Remedy Action Request System (also known as Remedy, AR System and ARS) is a client–server software application development environment from BMC Software (originally developed by Remedy Corporation). Action Request System uses a third party database (Sybase, MS SQL Server, Oracle, etc.) for storing data in tables. In addition, the database stores a set of metatables known as the data dictionary. These metatables contain the source code which tells the applications how to interact with the users and the data. Action Request System has an open API, a feature which allows users to create custom client tools and scripts that talk directly to the Action Request System.
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[edit] Client tools
One or more client tools (or a custom client tool) is required for users to interact with the main component, AR Server, in any way. The clients communicate with the AR Server via the open API.
- BMC Remedy User - Used to submit, modify, and search records.
- BMC Remedy Administrator, BMC Remedy Developer Studio - Used to create and modify forms and workflow object and manage system configuration.
- BMC Remedy Mid-Tier - Web based user client.
- BMC Remedy Import - Used to import data in to system.
- BMC Remedy Alert - Used to send instant notifications to users.
[edit] Objects in Action Request System
- Forms
- Forms are used to enter or view data in the system. Each form's data is placed into a table in the database. 'Join' forms link tables together, and 'View' and 'Vendor' forms allow access to external data sources..
- Active Links
- Active links are workflow objects of the Action Request System that fire on the client-side of the application. Active links can perform multiple automated tasks, including running external processes, retrieving data from other tables, and pushing data to other tables.
- Filters
- Filters are server-side workflow objects. They have fewer firing condition possibilities and possible actions than Active Links, but can perform many of the same actions and, as server side objects, they are not subjected to permissions. Filters are used mainly for enforcing business rules.
- Escalations
- Escalations are timed filters. They will fire on either an interval or at a predefined set of date(s)/time(s).
- Guides
- Guides allow the administrator to bundle workflow objects (Active Links or Filters) into functions, ignoring execution order and firing conditions (but not qualifications).
- Applications
- Applications permit administrators to group forms and workflow together logically. One type of applications, Deployable Applications, also permit you to package and share your application, easily migrating it to another server.
- Packing lists
- Packing lists allow administrator-defined grouping of functional units.
[edit] Applications of Action Request System
Following is a list of some of the applications (sets of forms and related workflow) built within the Action Request System framework.
- BMC Atrium CMDB (previously linked to CMDB)
- BMC Service Request Management (previously linked to self-service)
- BMC Remedy Help Desk (previously linked to Helpdesk)
- BMC Remedy Service Desk: Incident Management (previously linked to Service Desk (ITSM))
- BMC Remedy Service Desk: Problem Management (previously linked to Service Desk (ITSM))
- BMC Remedy Change Management (previously linked to Service Desk (ITSM))
- BMC Remedy Customer Support (previously linked to Customer Support)
- BMC Service Level Management (previously linked to Service Level Management)
- BMC Remedy Asset Configuration Management (previously linked to Asset management)
- ExpertDesk
[edit] History
Remedy Corp. The Company was incorporated on November 20, 1990 in Delaware Headquarters Mountain View, California, USA. Key people: Larry Garlick - Founder & CEO, Dave Mahler - VP Marketing, and Doug Mueller - Chief Architect Version 1.0.
Action Request System 1.1 -- Approx. Nov 1992
Action Request System 2.0 -- 1993
Action Request System 2.1 -- 1994
Action Request System 3.0 -- 1996
Action Request System 3.1 -- May 1997
Action Request System 3.2 -- Sep 1998
Action Request System 3.2.1 -- 1998
Action Request System 4.0 -- Jan 1999 Improved installation process and user interface. Improvements to Fields, Objects and Workflow, and added various other features to the Remedy Administrator.
Action Request System 4.0.1 -- Sep 1999
Action Request System 4.0.2 -- Jun 1999
Action Request System 4.0.3 -- Nov 1999
Action Request System 4.5 -- May 26, 2000
- Improved installation process
- Enhanced performance and stability of the Remedy User
- Added functionality to the Remedy Administrator
- Enhanced logging functionality - records the appropriate logging (API, filter, or SQL) to the status list, and returns the log via each API call until you request a stop. You can specify getting the log directly or having the log written to a specific file.
- Provides hooks for building interfaces to allow it to authenticate against external directories.
- Groups together interrelated objects specific to an application on a packing list. Modifies or deletes these objects through an editor in Remedy Administrator.
- Gives server logs maximum sizes and can be configured to be circular logs.
- Associates properties like version tags, version information, and labels.
- Has no constraints on the number of server threads; customers can use as many as their database and system resources can support.
- Extends the business time functionality by adding the Application-Bus-Time-Subtract command.
Action Request System 4.5.1 Maintenance -- Jun 30, 2000
Action Request System 4.5.2 Maintenance -- Feb 14, 2000
Action Request System 5.0 with Web and Windows clients -- Dec 10, 2001
Action Request System 5.0.1 -- Mar 15, 2002
Action Request System 5.1 -- Sep 11, 2002
Action Request System 5.1.2 Maintenance -- Oct 17, 2003
Action Request System 6.0 -- Feb 6, 2004
Action Request System 6.03 -- Jan 2005
Action Request System 7.0 -- May 9, 2006
Action Request System 7.0.01 -- Oct 6, 2006
Action Request System 7.1.00 -- Aug 31, 2007
Action Request System 7.5.00 -- Jan 16, 2009
Action Request System 7.6.03 -- Fall 2010
Action Request System 7.6.04 -- December 2010
[edit] External links
- BMC - BMC Software Home Page
- MattReinfeldt.com Online resources for Remedy Administrators and Developers, to include ARSList archives, utilities, and presentations from past Remedy User Group meetings (2004, 2005, and 2006).
- RemediesForRemedy.com Independent online Remedy news.
- TheRemedyForIT.com Independent online resources.
