|
The Remedy Action Request System is a Client-server software application
toolset developed by Remedy Corp. It provides a rapid application development
environment that enables developers to create sophisticated workflow-enabled
applications. 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.
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
Objects in the AR System
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 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
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.
Applications of the AR System
Virtually any application can be built within the AR System framework.
An application is a set of related forms and workflow. Italicized entries
below indicate that Remedy has developed a prepackaged application that
can fit this need. Traditionally, Remedy will be used by mid to large
companies, as a Help Desk solution, with SLA and Asset Management modules.
However, there is no limit to the number of custom applications that
can be written.
Remedypeople.com
can provide development professionals at all levels, and freelance Consultants
that can make the implementation of Remedy in all it's incarnations
less painful to all areas of a demanding business.
|
