Action Request System

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Action Request System (also known as Remedy, AR System and ARS) is a Client-server software application development environment developed by Remedy Corp. The AR System uses a third party database (Sybase, MS SQL, 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 tell the applications how to interact with the users and the data. The AR System has an open API, a feature which allows users to create custom client tools and scripts that talk directly to the AR Server.

Contents 1 Client Tools 2 Objects in the AR System 3 Applications of the AR System 4 External links

[edit] Client Tools

The main component of the AR System is the AR Server, but one or more of these client tools (or a custom client tool) is required if users wish to interact with the system in any way. The clients communicate with the AR Server via the open API.

• AR System User - Client-software for creating, searching, and modifying records in the Action Request System
• AR System Administrator - Client tool for building, customizing, and importing applications
• Mid-Tier - Allows web user access via a browser
• AR System Import - Client tool for importing data (must have admin access).
• Remedy Flashboards - Reporting and monitoring toolset

[edit] Objects in the AR 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.

[edit] Applications of the AR System

Following is a list of some of the applications (sets of related forms and workflow) built within the AR System framework.

• Helpdesk
• Customer Support
• Change Management
• Service Level Management
• Asset Management
• Knowledge Base

[edit] External links

• Remedy
• Remedy Action Request System 5.01.02 - User enumeration Security Flaw
• BMC
• ARSwiki - an independent community about AR System documentation and programming
• ARSList - an independent community of AR System Users
• 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).