Action Request System

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.

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 - 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.

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 allows administrator-defined grouping of functional units.

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 Remedy Help Desk
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*BMC Remedy Change Management
*BMC Remedy Customer Support
*BMC Service Level Management
*BMC Remedy Asset Management
*Knowledge Base
*ExpertDesk

External links

* [http://www.bmc.com BMC]
* [http://www.remedyars.com Remedy ARS] - The unofficial Remedy community about the Action Request System.
* [http://www.alighieri.org/advisories/advisory-remedy50102.txt Remedy Action Request System 5.01.02 - User enumeration Security Flaw]
* [http://www.arswiki.org ARSwiki] - An independent community about Action Request System documentation and programming.
* [http://www.arslist.org ARSList] - An independent community of Action Request System users.
* [http://www.mattreinfeldt.com/ 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).
* [http://www.expertdesk.com ExpertDesk by Mansystems] - Service Management Software by Mansystems based on Action Request System.