BMC remedy中文文档

BMC Remedy Action Request
System 7.0
2006 5
60162
19912006 BMC Software, Inc.

BMC BMC BMC BMC Software BMC Software
BMC Software BMC Software, Inc.
BMC Software, Inc.
OpenSource OpenSourceLicenses.pdf
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FAR Section 52.227-14 DFARS 252.227-7013 DFARS 252.227-7014 DFARS 252.227-7015
DFARS 252.227-7025 / BMC Software, Inc., 2101
CityWest Blvd., Houston, TX 77042-2827, USA.
support@remedy.com
doc_feedback@bmc.com
7.0
BMC Software, Inc.
www.remedy.com

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AR System . . . . . . . . . . . . . . . . . . . . . 10
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1
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AR System . . . . . . . . . . . . . . . . . . . . . . . . . 14
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AR System . . . . . . . . . . . . . . . . . . . . . . . . . 24
AR System . . . . . . . . . . . . . . . . . . . . . . . 25
AR System . . . . . . . . . . . . . . . . . . . . . . . . . 26
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AR System . . . . . . . . . . . . . . . . . . . . . 29
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AR System . . . . . . . . . . . . . . . . . . . . . . . 32
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!3
BMC Remedy Action Request System 7.0
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AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
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SQL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
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AR System . . . . . . . . . . . . . . . . . . . . 68
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4"
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SQL . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
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DDE . . . . . . . . . . . . . . . . . . . 82
OLE . . . . . . . . . . . . . . . . . . . 82
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AR System . . . . . . . . . . . . . . . . . . . . . . . 93
AR System . . . . . . . . . . . . . . . . . . . . . 94
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!5
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AR System . . . . . . . . . . . . . . . . 102
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7
AR System . . . . . . . . . . . . . . . . . . . . . . . 113
BMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
BMC Remedy Approval Server . . . . . . . . . . . . . . . . . . . 114
. . . . . . . . . . . . . . . . . . . . . . . . 114
BMC Remedy Flashboards . . . . . . . . . . . . . . . . . . . . . 114
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IT Service Management . . . . . . . . . . . . . . . . . . . . . . 115
Customer Service and Support . . . . . . . . . . . . . . . . . . . 116
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6"
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1 . . . . . . . . . . . . . . . . . . . . . . . 128
2 . . . . . . . . . . . . . . . . . . . . . . . . 129
3 . . . . . . . . . . . . . . . 131
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BMC Remedy . . . . . . . . . . . . . . . . . . . . . . . . . . 134
AR System . . . . . . . . . . . . . . . . . . . . . . . . . 134
AR System . . . . . . . . . . . . . . . . . . . . . . . . . 134
BMC . . . . . . . . . . . . . . . . . . . . . . . . . 136
Sample . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
ARSList . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
BMC Remedy . . . . . . . . . . . . . . . . . . . . . . . . . 137
Remedy . . . . . . . . . . . . . . . . . . . . . . . . 137
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!7
8"

1991 Remedy BMC Remedy Action Request System (AR
System)
AR System Remedy
Help Desk
AR System
AR System
AR System
AR System
AR System
! 9
AR System
AR System
AR System
AR System
AR System
AR System
AR System
AR System
AR System
10 "
1 AR System
AR System
2 AR System
Windows Web
6 AR System AR System
7 AR System BMC
AR System
8
AR System
A AR System
BMC Remedy
BMC Remedy
BMC Remedy
AR System
http://supportweb.remedy.com
! 11
12 "
BMC Remedy Action Request System

(AR System)
AR System
! 13
AR System
AR System (ITIL)
AR System
Windows Web
AR System
AR System
AR System
AR System
AR System
Ramona
Steve Ramona Enter

Ramona
Steve AR
System
Becky
Becky
Ramona
Ramona
Ramona
14 " 1

1-1:
Becky
Becky
Ramona
Steve
Ramona
Ramona
Becky
Steve

AR System BMC
1-2: AR System
Remedy
Help Desk
Change Management
Service Level
Agreements
Asset Management
Quality Management
Customer Support
Action Request System
AR System ! 15
AR System
AR System
AR System AR System
[API]
Java (JSP)
Web Web
Web
BMC Remedy User BMC Remedy

Administrator BMC Remedy Alert BMC Remedy Import
BMC Remedy Help Desk

Distributed Server Option BMC Remedy Flashboards
7 AR System

AR System Paul
AR System
Paul
API /
/ Web

AR
System Paul
Flashboards
Paul
16 " 1
AR System

AR System
1-3: AR System
AR System
AR System
AR System
AR System ! 17
AR System
AR System
Web
18 " 1

1-4: web
! 19
AR System

AR System
ID

AR System
Web

AR System
Web
20 " 1
AR System AR System
(QBE)

(QBE) Naomi
Naomi
QBE
Steve Ramona
(1)
Ramona Steve (2)
AR System
Bechy Becky (3)
(4) Ramona
Ramona
! 21

1-5:
1
#
555-1212 (
)
Ramona
PC
B2
2
4
Ramona
Becky
AR System /
22 " 1
Windows Palm OS
Web
Web
Web
AR System
AR System
1-6: AR System
Windows Palm OS
Web
AR System
AR System
AR System
AR System
AR System
! 23
AR System
AR System
Web
Windows Palm OS
!
Web BMC Remedy

Web
AR System
BMC Remedy User Microsoft Windows AR System
(WML)
AR System
BMC Remedy Alert
BMC Remedy
Alert BMC Remedy User
AR System
Windows
24 " 1
AR System BMC Remedy Administrator AR System
BMC Remedy Administrator
BMC Remedy Mid Tier Web

AR System
BMC Remedy Import AR System
AR System BMC Remedy Migrator

AR System
BMC
AR System Enterprise Integration Engines (EIE)
Knowledge Based Systems (KBS)
AR System
113
AR System
AR System
Web
Web AR System
Web BMC Remedy User
Web AR System
BMC Remedy Java
(JSP) ServletExec 5
JSP
BMC Remedy
! 25
Web JSP
Web
JSP
HP-UX
Apache iPlanet
BEA WebLogic Apache

with Tomcat
IBM AIX
Apache iPlanet
BEA WebLogic IBM

WebSphere Apache with
Tomcat
Linux
Apache
IBM WebSphere Apache

with Tomcat
Microsoft Windows Server IIS iPlanet
BEA WebLogic IBM

WebSphere iPlanet
Apache with Tomcat
Sun Solaris
BEA WebLogic IBM

WebSphere iPlanet
Apache with Tomcat
Apache iPlanet
http://
supportweb.remedy.com BMC
AR System
AR System
AR System
(API) AR System
AR System
! HP-UX
26 " 1
IBM AIX
Microsoft Windows Server
Sun Solaris
Linux
http://supportweb.remedy.com BMC
AR System
AR System
AR System
AR System
AR System
BMC
/
AR System
!
DB2
INFORMIX
Microsoft SQL Server
Oracle
Sybase
AR System AR System
AR System
AR System (ARDBC)
! 27
AR System
AR System
1-7: AR System
AR System
UNIX
Windows
Remedy Administrator
Windows
UNIX
Web
UNIX
Web
Windows
Web
Windows
AR System
Windows
28 " 1
AR System
1-8: AR System
AR System
AR System
Tokyo
AR System
AR System
New York
! 29
1-9:
30 " 1
AR System
! 31
AR System
3
2-1:
32 " 2
AR System
6 AR System
AR System
Crystal Reports AR System

2-2:
ID
000056
Adrian
Paul
000032
Rachel
Laura
000019
Cynthia
Rob
000092
Steve
Laura
000018
Hannah
Paul
AR System ! 33
37
81
39

AR System
AR System
AR System
34 " 2

2-3: AR System
"
1
2
3
"
1
2
3
1
2
A
B
A
B
C
"
"
AR System
1
2
3
"
"
1
2
3
! 35
Steve
63

36 " 2

2-4:
32 IQ
Alex Tran
Acme Inc.
Acme Inc.
acme@us.com
(516) 549-7872
(516) 549-0887
Elizabeth Whelan
AR System

! 37
AR System
2-5:
38 " 2
2-6:
1
1
2
E
F
! 39
AR System

ID ID
ID
2-7:
ID
136
ID
136
02/16/95
Mtn.
40 " 2

AR System
ISBN
ID
ISBN
2-8:
ISBN
ID
ISBN
ISBN
ID
ISBN
1-000-321
6-102-000
0-143-590
1-005-729
9-658-934
1-433-522
ID
Babar
050-20-3929
550-17-3673
650-09-4950
121-45-0958
555-44-6767
555-44-6767
! 41
AR System
Windows Web
Web
BMC Remedy User
42 " 2
AR System
2 Web
BMC Remedy Mid Tier /
AR System

BMC AR System
Windows Web

! 43
109
AR System
AR System
44 " 2

BMC Remedy User Web URL
AR System
AR System ! 45

!
ID
AR System
AR System
AR System
ID AR System
AR System
46 " 2
AR System
AR System
2-9:
AR System
!
ID
ID AR System ID
ID
AR System ID
AR System ! 47

!
AR System
!
ID
AR System
48 " 2
URL HTML
Flashboard AR
System
AR System
AR System
AR System ! 49
Windows
Web
Windows Web
/
Windows Web

45.00 USD 50.00 EUR
50 " 2

2-10:
AR System ! 51

2-11:
#
120-32
090-01
250-33
301-92
Zip
FrameMaker
"
52 " 2
Windows
URL HTML
HTML
URL
AR System ! 53
2-12: web
Flashboard
Flashboards Flashboard
114 BMC
Remedy Flashboards
AR System
54 " 2
BMC Remedy User
BMC Remedy User
BMC Remedy User
AR System ! 55
PC
Web
1
...n
56 " 2

2-13:
AR System ! 57
URL
2-14:
/
ID
ID
ID
ID
58 " 2
AR System ! 59
60 " 2
AR System
! 61
AR System
!
SQL
3-1: AR System
AR System
AR System
SQL
AR System
62 " 3
AR System
AR System
AR System Windows
AR System
AR System
AR System
AR System
! 63

(IS)
3-2:
IS
...
Gary
Adrian
Mavis
Mike
Jan
Steve
Irina
IS
IS
/
/
/
IS
IS
...
Adrian
...
Gary
Adrian

64 " 3
SQL
SQL SQL
SQL
AR System
SQL AR System SQL
AR System
! 65
66 " 3
! 67
AR System
AR System
OLE DDE
BMC Remedy Alert
75
68 " 4

AR System
Return

! 69
AR System
API
AR Import

70 " 4

4-1: AR System
! 71
72 " 4
! 73
5-1:
89
(if) (else)
5-2:
Return
74 " 5
Web
SQL
DDE
OLE
! 75
ID
76 " 5
!
!
!
BMC Remedy Alert

Microsoft
Windows
AR System 6 AR System
BMC
AR System $
$USER$ $TIMESTAMP$
$OPERATION$
$OS$
! 77
NULL
NULL
SQL
SQL AR System
SQL
SQL
DDE
API
Web
78 " 5
5-3:
A
Windows
Windows Web
5-4:
A
AR System
! 79
SQL
SQL
AR System
SQL
5-5: SQL
A
"
SQL
SQL
SQL
SQL

Goto

1000
Windows Tab

80 " 5
! 81
ID

DDE
(DDE) Windows
BMC Remedy User

OLE
(OLE) Windows
OLE DDE OLE
82 " 5
! 83
!
!
84 " 5

AR System
/
Enter
Enter
BMC Remedy User
! 85
AR System
AR System
BMC Remedy Import API
86 " 5
! 87
AR System
88 " 5
1
2
3

Windows

12

! 89
5-6:
12
90 " 5

5-7:
SQL
/Table
/
/
DDE
OLE
SQL
SQL
! 91
92 " 5
AR System
AR System
AR System
AR System ! 93
AR System
AR System
AR System
!
AR System
AR System
Public 97
94 " 6 AR System
AR System
AR System 97
44 109
! 95
Erin
Browser
Erin

6-1:
Erin
Erin
96 " 6 AR System
AR System
AR System
AR System
AR System
! Administrator
!
Subadministrator
Customize
! Public
!
Submitter
Assignee
Assignee Group
! 97
AR System
Administrator
AR System
Administrator AR System
AR System
Administrator
AR System
AR System
Administrator
109
Subadministrator
AR System
Subadministrator
!
98 " 6 AR System
Subadministrator
!
Subadministrator
109
6-2: AR System
AR
Customize
Administrator
Customize
! 99
OR AND NOT IT
IT
Submitter Assignee Assignee Group

105
Public
AR System Public
Submitter

Submitter Submitter
Assignee
Assignee Assignee
Assignee Group

Assignee Group

100 " 6 AR System
Assignee Group
AR System
AR System
ID
105
! 101

6-3: AR System
AR System
AR System
AR System BMC Remedy User
Web
AR System
102 " 6 AR System

6-4:
web
Ramona Chan
XXXXX
AR System
A
A
AR System
A
A
AR System
B
! 103
104 " 6 AR System
AR System
ID ID 1
ID
AR System Assignee Submitter Assignee

Group
Assignee Submitter
ID 4
Assignee Assignee ID
ID 2
Submitter Submitter ID

ID
Assignee Group
Assignee Group
Assignee Group ID 112
ID ID 60000 60999
! 105
Assignee
Group
ID 112
Assignee Group ID
Assignee Group

6-5: Assignee Group
Sam
Neela
Joyce
Steve
"
106 " 6 AR System
ID
Assignee

Assignee Group
Assignee Group ID
ID Assignee
ID
! 107

6-6: Assignee
1
2
...
...
250
- Elise
ID
Assignee
Group
0132
260
- Manuel
ID
0711
Steve Stone
Eric Chung
250
260
2/16/95
4/7/98
$60,000
$65,000
Elise
Manuel
Assignee
Group
!
ID 112
108 " 6 AR System
Assignee Group ID
ID

AR System

BMC Software, Inc.

! 109
Configuring

AR System

AR System

IP AR
System

AR System
AR System

AR System

110 " 6 AR System
AR System
AR System
AR System

! 111
112 " 6 AR System
AR System
AR System Windows Web

AR System BMC Remedy
BMC
BMC IT
BMC AR System
AR System
Remedy
AR System ! 113
BMC
BMC AR System
BMC Remedy Approval Server

BMC Remedy
BMC Remedy (DSO)

DSO
29 AR System
BMC Remedy Flashboards

BMC Remedy Flashboards AR System
AR System

BMC BMC Remedy Alert

114 " 7 AR System

7-1: BMC Remedy Flashboards
BMC Remedy Migrator

BMC Remedy Migrator AR System
BMC Remedy Application Explorer

BMC Remedy Application Explorer BMC Remedy Administrator
IT Service Management

BMC ! 115
BMC Remedy Asset Management

BMC Remedy Asset Management
Intel LANDesk Microsoft SMS

Tally Systems NetCensus Remedy Asset Management
Flashboards
BMC Remedy Change Management

BMC Remedy Change Management
BMC Remedy Service Level Agreements

Service Level Agreements (SLAs)
BMC Remedy Service Level Agreements
SLA
SLA
SLA AR System BMC
Remedy Help Desk BMC Remedy Asset Management
Customer Service and Support

BMC Remedy Customer Service and Support
116 " 7 AR System
BMC Remedy Customer Support


BMC Remedy Quality Management

BMC Remedy Quality Management
AR System
Web
(ACD) (IVR)
/ /
AR System
! 117
AR System

AR System
AR System
AR System 7.0 1973 508

JAWS
AR System Web
(API)
AR System API
AR System
API API
C Java Java API
Web
AR System (ARDBC)
AR System
AR System ARDBC API
AR System

API
AR System (AREA)
AR System
LDAP Kerberos
(CLI)
AR System
(DDE)
BMC Remedy User DDE AR System

Windows
118 " 7 AR System
AR System 7.0
!
HTML MIME
AR System
AR System
(MAPI)
(IMAP) (POP)
(SMTP) mBox
(MIME)
(EIE)
AR System
AR System
(ERP)
(XML)
AR System XML
AR System AR System XML
AR System
XML XML
XML
AR System
( API)
API
AR System
(HTML)
AR System HTML
(URL)
AR System BMC Remedy Administrator
AR System Web HTML
HTML
HTML Microsoft
FrontPage Macromedia Dreamweaver
(OLE)
BMC Remedy User OLE Windows

DDE OLE
OLE
! 119
(ODBC)
ODBC Microsoft
SQL AR System ODBC
BMC BMC Remedy ODBC
AR System
Seagate Crystal Reports AR System ODBC
Crystal Reports
AR System
(SNMP)
SNMP IT SNMP
BMC Patrol AR System
BMC Remedy SNMP
AR System
SQL
AR System
AR System
AR System
AR System

AR System
AR System
Web
(XMLWSDLUDDI SOAP)
B2B A2A
120 " 7 AR System
Web
AR System Web
AR System Web
AR System

AR System
! 121
AR System
AR System
!
122 " 8

8-1:
BMC
AR System
126
! 123

8-2:
124 " 8
24

AR System
!
24
! 125
AR System
8-3:
A
B
C
B
C
A
A
C
D
A
B
C
D
126 " 8
AR System
!
48
24
! 127
1
129 2 Karuna

16

16
AR System
(MAC)
128 " 8
2
8-4:
Karuna
4
5
16
20
16
2
16
16
1
16
Karuna

Karuna
Karuna

Karuna
! 129

8-5:
Karuna
1/5/97
6/17/97
10/4/98

Karuna
130 " 8
Karuna
Karuna Karuna
Karuna
8-6:
Karuna
Sumatran Tiger
Trade Pending
1
"Karuna
Karuna
Karuna

! 131

8-7:
Karuna
Karuna
Karuna
Karuna
Karuna
AR System
132 " 8
BMC AR System
BMC Remedy BMC
BMC Remedy
! 133
BMC Remedy
BMC Remedy Remedy
BMC Remedy http://www.remedy.com
AR System
AR System
AR System /
(http://supportweb.remedy.com) Adobe Acro/bat
(PDF)
AR System
AR System
AR System AR System
Installing
AR System
Getting Started
Form and Application

Objects
AR System
Workflow Objects
Configuring
AR System
Installing and Administering Mid Tier Mid Tier

BMC Remedy Mid Tier
Web
Integrating with Plug-ins and LDAP OLE
Third-Party Products
ARDBC AR System
134 " A
Optimizing and
Troubleshooting
AR System
Database Reference
AR System
Administering BMC Remedy BMC Remedy Distributed Server Option

DSO
(DSO) AR System
Administering BMC Remedy Flashboards Flashboards

Flashboards
AR System Flashboards
C API Reference
AR System C API OLE
C API Quick Reference
C API
Java API
Java AR System
Administering BMC Remedy BMC Remedy

Email Engine
Error Messages
AR System
Master Index
BMC Remedy User
BMC Remedy User
BMC Remedy Import Help
BMC Remedy Import
BMC Remedy
Administrator Help
AR System
BMC Remedy Alert
BMC Remedy Alert
BMC Remedy Mid Tier

Configuration Tool Help
BMC Remedy Mid Tier
a.
Java API JAR AR System

C:\ProgramFiles\AR System\Arserver\Api\doc\ardoc70.jar
AR System ! 135
BMC
!
BMC Remedy
http://supportweb.remedy.com/ ID
AR System BMC
Remedy
http://www.remedy.com/ppp/integration.htm
Sample
AR System Sample 7.0
Sample
BMC Remedy User Web

BMC Remedy User Demo Sample
BMC Remedy
Administrator Sample
Web URL (http://<server_name>/arsys/home)

Demo Sample
Sample
ARSList
AR System
BMC BMC
ARSList http://www.remedy.com/
customers/dev_community AR System
ARSlist
136 " A
BMC Remedy
BMC Remedy AR System
BMC Remedy
BMC Remedy (RUG)

BMC Remedy
BMC Remedy RUG BMC
BMC Remedy BMC Remedy

(RUG)
http://www.remedy.com/customers/user_groups.htm
Remedy
AR System
AR System

ISV
http://www.remedy.com/
customers/dev_community AR System
BMC AR System
BMC Remedy User AR System
API
BMC BMC Remedy
!
BMC Remedy
BMC Remedy ! 137
BMC Remedy
BMC Remedy
BMC
BMC Remedy

!
support@remedy.com
AR System
BMC Remedy
138 " A

Action Request System (AR System)
Administrator
AR System
AR System
Subadministrator
AR System
Action Request System

AR System
AR System
AR System
AR System
AR System
AR System AR System
BMC Remedy
Administrator BMC Remedy User
BMC Remedy Import BMC Remedy
Alert
AR System (ARDBC)
AR System
AR System
AR System
AR System (AREA)
AR System
AR System
AR System
AR System
AR System ODBC
AR System ODBC
ODBC
Microsoft
SQL
ARDBC
AR System
(ARDBC)
AREA
AR System (AREA)
! 139
Assignee Group
AR System
Assignee
Submitter
Assignee
AR System

Assignee Group
Submitter
AR System
AR System
BMC Remedy
Administrator
BMC Remedy Administrator Analyzer
BMC Remedy Alert
AR System
BMC Remedy Application Explorer
AR System
Remedy Approval Server
AR System
BMC Remedy Import
AR System
AR System
BMC emedy Mid Tier
AR System
BMC Remedy User
AR System
BMC Remedy
AR System
BMC Remedy
AR System
AR System
Customize
AR System
BMC Remedy
User
GUID
(GUID)
140 "
Public
AR System
SQL
SQL
AR System
Subadministrator
AR System
AR System
Administrator
Submitter
AR System

Assignee
Assignee Group
Web
(HTTP)
(XML)
Web (WSDL)
Web
XML
Web
Web AR System
AR System
XML XML (XSD)
XML
AR System
AR System
AR System
AR System
Web
BMC
Remedy User
Web AR System
! 141
AR System
Microsoft
(DLL) UNIX
AR System
ARDBC AREA API
AR System
AR System

AR System
(ARDBC)
142 "
ID
ID
1.
BMC Remedy Administrator 2.

BMC Remedy User
1.
2.
BMC Remedy Import
508
BMC Remedy
(DDE)
Windows
Windows
60000
60999 ID
ID ID
Assignee Group
AR System
! 143
Restricted List
AR System
AR System
(DSO)
(DSO)
AR System
DSO
144 "
AR System
DSO

DSO
AR System
AR System
AR System
AR System
AR
System AR System
AR System
BMC Remedy User

BMC Remedy User
BMC Remedy User
1. 2.
AR System
AR System
$USER$
AR System
! 145
AR System
BMC Remedy User
AR System
API
AR System API
AR System
AR System (API)
AR System
AR System
AR System
USD
(SOAP)
Web
SOAP XML
XML
BMC Remedy User
1. 2.
Web
BMC Remedy User
146 "
(ODBC)
AR System ODBC
AR System
AR System
AR System
AR System
AR System
AR System
AR System

ID
AR System ID
! 147
ID
AR System
ID
ID
ID
AR System
BMC Remedy User
/
1970 1 1
2038 1 1
4713 1
1
9999 1 1 /
148 "
AR System
AR System
12
/
AR System
(QBE)
AR System
SQL
AR System

AR System
Tab
AR System
(VUI)
URL HTML
AR System
AR System

Flashboard AR System
BMC Remedy User
URL
AR System
! 149
BMC Remedy User Web
AR System
BMC Remedy User

AR System
AR System
Administrator
Customize
BMC Remedy User
150 "
Submitter Assignee
(API)
(API)
AR System C API C API

Java API Java API
HTML

BMC
Remedy Administrator
AR
System
AR System
ID
AR System
AR System
AR System
AR System
AR System
AR System
AR System

ID
AR System
2147483647
2147483647
AR System
! 151

BMC Remedy User
AR System
AR System
BMC Remedy User
Web URL
AR System
AR System
152 "
AR System
AR System
Public Administrator
Subadministrator Customize
SubmitterAssigneeAssignee Group
Flashboards Administrator
AR System

A
Administrator 98, 139
AR System
33
28
139
17
138
138
137
23, 27
22
44, 114, 122, 123
137
18
AR System 22
AR System 18
AR System
26
139
API 119
Java (Java API) 118
26
(ARDBC
API) 118, 139
22, 30
(AREA) 118, 139
(API) 118
AR System
24
139
24
24
118
Remedy Mid Tier 140
22
Web 24
24
24
AR System 137
AR System
117
ARSList 136
Asset Management 116
Assignee Group
140
100, 105
Assignee
140
100, 105
55, 141
85
B
BMC Remedy Administrator 24, 140
! 153
BMC Remedy Administrator Analyzer 140

BMC Remedy Alert
140
24
77
BMC Remedy Application Explorer 115, 140
BMC Remedy Approval Server 114, 140
BMC Remedy Customer Service and Support 116
BMC Remedy Customer Support 138
BMC Remedy 140
BMC Remedy Flashboards 114, 140
BMC Remedy Help Desk 115
BMC Remedy Import
140
24
BMC Remedy Mid Tier 22, 25
BMC Remedy Mid Tier
140
24
BMC Remedy Migrator 115
BMC Remedy User
140
24
BMC Remedy 134
BMC Remedy 138
BMC Remedy (RUG) 137
21
33
141
42
44
44, 141
141
58
141
103
37
37
43
154 "
32
18, 42, 141
141
URL 58
57
36
57
URL 58
34, 142
34, 120, 142
36
34
34, 39
34, 120, 149
34
24
36, 152
45
142
51
52
52
48
46
C
Change Management 116
CLI (CLI)
Crystal Reports 33, 120
Customer Service and Support
Customer Support 117
Quality Management 117
Customer Support 117
Customize 99, 140
/ 85
/ 85
63
62
19
SQL 65, 141
65
63
63
/ 85
55, 142
85
142
142
63, 142
21, 142
85
34
142
34
120
(HTML) 119
55
85
;
46
84
84
59, 142
84
D
DDE
81
DSO
142
142
142
142
142
144
143
143
144
144
144
144
144
144
144
144
144
144
146
147
29, 114
147
147
149
149
151
151
152
DSO (DSO)
50
143
. BMC Remedy Import
143
80
508
143
Web 118
118
AR System 139
ARSList 136
IMAP 119
MAPI 119
mBox 119
MIME 119
151
POP 119
119
SMTP 119
! 155
77
119, 143
80
143
82
(DDE) 118, 143
143
101, 105
110, 143
143
34
(OLE) 119
101111
42
E
Else 74
F
Flashboards 114
Flashboards 54
94, 143
; ;
144
101111
94
97
94
109
103
102
105
104
104
104
Administrator 98
156 "
Assignee 100
Assignee Group 100
Customize 99
101, 105
96
94
Public 100
Subadministrator 98
Submitter 100
97
97107
100
DSO
110, 145
145
53, 145
AR System 22, 26
102
29, 114
23, 27
30, 145
144
50
79
84
36, 151
G
Goto 80
GUID 140
21, 145
145
82
55, 145
85
145
; ; ;
; ;
AR System 68
DDE 82
145
68
125
37
82
77, 79
71
74
89
20, 68
OLE 82
76
80
77
70, 89
76
150
SQL 80
79
88
90
75
DDE 82
81
80
80
79
82
81
76
OLE 82
77
81
77
81
76
79
SQL 80
74
80
80
AR System
86
85
86
86
86
/ 85
/ 85
85
85
84
84
84
84
/ 85
84
85
86
85
85
86
86
84
86
86
145
110, 145
81
145
77
24
145
90
! 157
74
75
146
69, 70
89
20
89
69
69
70
88
20, 146
90
90
69
88
API 119, 146
H
Help Desk 115
146
86
46, 146
146
146
/ 85
145
146
147
50
85
71
20
71
149
158 "
71
88
20
Java (Java API) 118
JAWS 118
117, 125
ID 47
If 74
76
IMAP 119
Asset Management 116
Change Management 116
Help Desk 115
Service Level Agreements 116
90
(SNMP) 120, 146
AR System 114
46
84
146
146
34, 146
147
147
44, 95, 109
147
K
44, 109, 147
Remedy 137
147
AR System AR System
138
(XML) 119
55
37, 147
43
147
89
40
34, 39
41
40
50
M
MAC (MAC)
MAPI 119
mBox 119
MIME 119
47
(CLI)
147
118
O
ODBC
139
120
OLE 82
P
POP 119
Public 100, 141
BMC Remedy Mid Tier
Q
37
Quality Management 117
(EIE) 119
21
85
119
142
149
33
105
50
114
33
86
86
ID 148
142, 147
46
105
50
58, 148
148
R
Remedy IT Service Management 115
Remedy 137
Remedy 138
RUG 137
148
71
45
50
148
S
Sample 136
Service Level Agreements 116
SLA 116
SMTP 119
SNMP 120
SQL
65, 141
120
80
Subadministrator 98, 141
Submitter
141
100, 105
! 159
86
46
85
77
90
74
75
148
20
89
69
70
90
85
86
149
(QBE) 21, 148
85
18, 42
149
34
120
(VUI) 149
149
53
76
AR System 23, 30
149
23, 27
30
(ARDBC API) 118
149
145
146
147
160 "
148
/ 148
148
148
148
148
149
150
151
152
50, 149
65
51
46
T
81
86
46
86
149
58
58
58
52
44
149
Alert 24
149
24
77
. BMC Remedy Alert
150
150
81
W
Web
120
120
141
20
Web (WSDL) 141
Web
141
22, 24
508 118
(AREA) API 118
AR System 22
150
25
22
Remedy 134
Remeday 134
63, 150
53
24
X
XML 119
XML (XSD) 141
50
70
150
89
84
97, 150
58
71
150
150
76
150
110
110
86
46
86
110, 143
109
110
110
150
111
110, 151
150
62
50
85
Y
57
57
(MAC) 128
42
69
97107, 150
(API)
AR System 118
150
119
Java 118
(ARDBC) 118
(AREA) 118
AR System 114
21
44, 141
44
43
150
121
144
109, 151
44, 109
! 161
Sample 136
109, 123
45
44
45
109
45, 149
150
54
45
151
94
151
BMC Remedy User
24
151
Remedy 137
110, 151
151
;
141
46
42, 58
33
104
82
77, 79
45, 48
146
32
52
46
52
150
61
85
42
162 "
ID 112 (Assignee Group) 105

42
151
55
141
51
55
55
59, 142
143
53
50
55
46
50
146
ID 105
58, 148
50
53, 149
50
54, 149
58
50
57, 150
57, 150
45
55
58
48, 151
ID 47, 151
47, 151
151
151
79, 120
SQL 80
46
70, 88
70
70, 88
36
152
90
74
75
55, 69
87
20, 152
104
55, 85
89
70
88
152
104
20
90
87
90
69
88
45, 152
80
46, 152
152
46, 152
152
63
Remedy 138
Administrator 98
Assignee 100
Assignee Group 100
Customize 99
152
101, 105
30, 145
94
Public 100
Subadministrator 98
Submitter 100
97
97107, 150
100
152
152
100
152
! 163
164 "
*60162*
*60162*
*60162*
*60162*
*60162*

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BMC Remedy Action Request

19912006 BMC Software, Inc.

BMC Software, Inc.

BMC Software, Inc.

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System

BMC Remedy Action Request System 7.0

Steve Ramona Enter

Action Request System

BMC Remedy Action Request System 7.0

BMC Remedy User BMC Remedy

BMC Remedy Help Desk

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

Web BMC Remedy

BMC Remedy User Microsoft Windows AR System

BMC Remedy Alert

AR System BMC Remedy Administrator AR System

BMC Remedy Administrator

BMC Remedy Mid Tier Web

BMC Remedy Import AR System

AR System BMC Remedy Migrator

BMC Remedy Action Request System 7.0

BEA WebLogic Apache

BEA WebLogic IBM

IBM WebSphere Apache

Microsoft Windows Server IIS iPlanet

BEA WebLogic IBM

BEA WebLogic IBM

Microsoft Windows Server

Microsoft SQL Server

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Mid Tier /

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy User

BMC Remedy User

BMC Remedy User

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Action Request System 7.0

BMC Remedy Alert