BMC Remedy Action Request System
The Action Request System (ARS or AR System, German: " Action Request System ") from BMC Software is a widely used collection of program tools for workflow management in medium-sized and large companies. The ARS was developed by the Remedy Corporation and has been further developed and sold by BMC since its takeover by BMC Software Inc. It is a client-server system . The system provides an environment for the rapid development of application programs that enables developers to create complex applications for workflows. The ARS uses a third-party database - such as DB2 , Sybase , MS SQL Server or Oracle - to store data in tables. In addition, metadata is stored in a data dictionary . This metadata contains the source code that tells the applications how to interact with the users and data. The ARS has an open programming interface (API) that allows customers to create their own tools and scripts that communicate directly with ARS.
The main component of the ARS is the "AR Server". Work is carried out with ARS via the client tools. The clients communicate with the AR server via the open programming interface. Client tools are:
- AR System User - Creation, search and modification of data records in ARS.
- AR System Administrator - application development, customization and import.
- BMC Developer Studio - Eclipse-based; replaced the administrator tool used before version 7.5.
- AR System Mid-Tier - Server component made up of applications / masks that enable real-time access to the ARS via a web browser .
- AR System Import - Import of data into the ARS (needs administration rights)
- AR System Data Import - Allows import using other key fields than the data record ID; reprogrammed since version 7.5.
- Remedy Flashboards - Tool collection for reporting and monitoring of the ARS. Since version 6.3 it has been permanently integrated into the server application and the administrator tool / developer studio.
Objects in the ARS
- Forms (English "forms")
- are used to enter or display data. The data of a form are stored in a table in the database. Join forms join tables together. View and vendor forms allow access to external data sources.
- Active links
- are workflow objects that trigger something on the client side of the application. Active links can perform many automated tasks: running external processes, getting data from other tables, writing data to other tables, and others.
- are server-side workflow objects. There are fewer conditions for them to trigger an event and fewer possible actions than for active links, but they can perform many similar actions and, as server-side objects, they do not need permission. Filters are mainly used to enforce company rules.
- are timed filters. They trigger an event after a certain time or at a predetermined time.
- Guides (English "guides")
- allow the administrator to group workflow objects (active links or filters) into functions without knowing the execution sequence and the trigger conditions (but not the requirements).
- Applications (English "applications")
- allow the administrator to logically group forms and workflows together. One type of application, the “deployable applications”, also allows applications to be packaged and distributed and thus easily migrated to another server.
Applications of the ARS
Basically any application program can be developed with the ARS framework. An application is a collection of forms and workflows that are related to one another. Remedy provides some pre-built applications (italics below). Traditionally ARS is of medium to large businesses with modules for the helpdesk ( trouble ticket systems ), for service level agreements ( Service Level Agreements , SLA) and the asset management used. However, any application can be written for customers.
- Help desk
- Customer Support (customer support )
- Change Management ( change management )
- Service level management
- Asset management system
- Knowledge bases