Action Request System - Definition and Overview

Action Request System is a Client-server software application toolset developed by Remedy Corp. It is most commonly used as a tracking system. The AR System sits on a third party database (Sybase, MS SQL, Oracle, etc...) and creates a set of metatables known as the data dictionary. These metatables contain the admin-defined source code for applications that are built and run in the AR System. 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.

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 tool for searching, creating, or modifying entries
• 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

Workflow Objects in the AR System

• Active Links

Active links are workflow objects of the Action Request System that fire on the client-side of the application. They are written and stored on the server, but they are immediately cached to the client whenever a form is loaded. Due to their client-side nature, Active Links are used primarily as an aid to the user and not as a rule-enforcement technique. Also due to their client-side nature, active links can push or pull data across servers, as long as the user initiating the transaction has the permissions to do so. Users must have permissions to each active link. If a user does not have the proper permissions to the active link, then it will not fire and there will be no evidence to the user that the active link exists.

• 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.

• Escalations

Escalations are timed filters. They will fire on either a duration or a predefined date/time.

• 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 of the AR System

These are applications that can be built on the AR System. Bold entries indicate that Remedy has developed a prepackaged application that can fit this need.

• Helpdesk - the original application for which the AR System was built
• Customer Support
• Change Management
• Asset Management
• Knowledge Base
• Countless custom apps

External Links

• Remedy (http://www.remedy.com)
• BMC (http://www.bmc.com)
• ARSList (http://www.arslist.org) - an independent community of AR System Users
• allperegrine.com (http://www.allperegrine.com) - an independent website containing sample applications, job offers, and message boards on the AR System