BMC Remedy Action Request System

The Action Request System (ARS or AR System, German: "Action Request System") from BMC Software is a widespread collection of workflow management tools for medium and large companies, which have been developed by Remedy Corporation and since its acquisition by BMC software Inc. be further developed and marketed by BMC. There is a client-server system. The system provides an environment for the rapid development of application programs available, which allows developers to create complex applications for workflows. The ARS uses a database from a different vendor (DB2, Sybase, MS SQL, Oracle, etc.) for storing therein data in tables. In addition, in a data dictionary metadata. This metadata contains the source code that tells the applications how they should interact with the users and data. The ARS has an open application programming interface ( API) that allows clients to create custom tools and scripts that communicate directly with ARS.

Client Tools

The main component of the AR ARS server. But at least one client tool is used to work with the system. The clients communicate with the AR server using the open API.

  • Can be client software, created with the records in the ARS, searched and modified: AR System User
  • To adapt client tool to develop ARS applications to customer needs and to import: AR System administrator
  • BMC Developer Studio: Since version 7.5, the administrator tool was by the Eclipse -based Developer Studio replaces
  • AR System Mid Tier: server component that enables applications / masks in real time to access the ARS via a web browser
  • AR System Import: Client tool to import data to the ARS ( needs admin rights )
  • AR System Data Import: Since version 7.5 reprogrammed, it allows you to import also to other key fields as the DatensatzID
  • Remedy Flashboards: collection of tools for reporting and monitoring of the ARS. Since version 6.3 fix integrated into the server application and the Administrator Tool / Developer Studio

Objects in the ARS

  • Forms (English " forms" ) can be used to enter or display data. The data of a form are stored in a database table. Join forms join tables together. View and vendor forms allow access to external data sources.
  • Active links are workflow objects that trigger on the client side of the application somewhat. Active links can perform many automated tasks: Running Let external processes, fetching data from other tables, writing data to other tables and more.
  • Filters are server-side workflow objects. What are they less conditions for triggering an event and less possible actions as active links, but they can perform many of the same actions and as a server- side objects they do not need permission. Filters are mainly used to enforce company rules.
  • Escalation are timed filter. They trigger an event after a certain time or at a predetermined time.
  • Guides (English " guides" ) allow the administrator workflow objects ( active links or filters ) summarize functions without (but not the conditions ) to know the order of execution and the conditions that trigger.
  • Applications (English " applications" ) that allow the administrator, forms and workflows to logically group together. One type of applications, the " Deployable Applications" ( developable applications), also allow to pack and distribute applications and therefore easy to migrate to another server.

Applications of ARS

Basically each application program can be developed with the ARS framework. An application is a collection of forms and workflows that are interrelated. Remedy provides some pre- prepared applications (below in italics). Traditionally ARS is of medium to large companies with modules for the helpdesk ( trouble ticket ) systems, service level agreements (service level agreements, SLA) and for asset management ( asset management ) are used. However, any applications for customers can be written.

  • Helpdesk
  • Customer Support ( Customer Support )
  • Change Management ( Change Management )
  • Service Level Management
  • Asset Management System
  • Knowledge bases
Oracle Corporation Data-Dictionary Client (computing) Row (database)
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