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Setting up Fiddler for Remedy

System Requirements

Windows XP / 2K3 / Vista / 2K8 / Win7 / Win8

Microsoft .NET Framework v2.0 or later

8 megabytes disk space / 800mhz processor (Screams at 2.4ghz)

512 megabytes RAM (2GB+ highly recommended)

1. After making sure you’ve met the system requirements above, visit and then install the most recent version of the Fiddler tool.

2. Start the Fiddler tool. Start -> All Programs -> Fiddler.

3. In the Fiddler window, make sure that Capture Traffic is selected on the File menu.

4. Now that the Fiddler trace file is running, initiate a Mid-tier session to reproduce the failing use case.

5. After the issue is reproduced, switch back to the HTTP Fiddler window.

6. On the File menu, click Capture Traffic to stop the data collection.

7. Click anywhere in the HTTP Sessions window.

8. On the File menu, click Save.

9. In the Save list, click Sessions, and then click as saz to save the HTTP Fiddler trace file.

10. Save the file to the folder that you want and send it in to us via this request.


Setting API Recording on Remedy 8.1

We have often requested for API recording to differentiate between client side and AR Server (and Server-side workflow) problems. 8.1 SP2 Java API has a good usability feature – the ability to set the API recording directory path. This is especially useful on Windows systems where the logs get created in the <WINDOWS>/System32 directory.


Steps to enable API recording for 8.1 SP2 Midtier:


Please find attached arsys_api.xml


  • Open the file and please correct the apiRecordingLogDir to something like the Tomcat Log directory (or a sub-directory)




    • Backup and clear the Tomcat/logs directory.
  • Place the file in the <MidtierInstallDir>/WEB-INF/classes/


  • Shutdown the Midtier service.
  • Restart the Midtier service



User level API logging will appear as for Eg: UserARServer_arapires.log  . Usually the MidtierService user log will also be needed. [A similar procedure can be used for other 8.1 SP2 API clients (email, approval, plugin server, Devstudio) ]


Remedy 8.1 Installation

Remotely installing or upgrading Email Engine on Microsoft Windows

Follow these two steps first, if you are creating a service where the Email Engine form and arx data is not present:

  1. Import the AR_Email_Workflow.def file located in the AREmail folder using BMC Remedy Developer Studio.
  2. Import the approval_templates.arx file located in the AREmail folder using the BMC Remedy Data Import tool.

After following the above steps, continue with the steps given below.

Continue reading Remedy 8.1 Installation

SSO Intergration by Danny Kellett

by Danny Kellett

The Remedy Action Request System provides hooks, or integration points, to implement Single Sign On (SSO) solutions. Understanding how to use these has taken me almost two years – rereading the various white papers listed below in addition to the installation/configuration guides many times.

My attempt to simplify it follows:

Remedy provides hooks for implementing SSO in two locations; I’m going to call them the front end (the user side), and the back end (the Remedy Application server side).


Continue reading SSO Intergration by Danny Kellett

ARS 7.6.04 on RHEL 6.0 Installation Notes

I just went through an installation of ARS 7.6.04 SP4 on RHEL 6.0 and discovered that the install would fail.  The installation logs show that the Remedy process failed to start.  After checking to see if the binaries and the Remedy meta-tables did get installed indicating that at least the RDBMS user ARAdmin was successfully connecting to the database, I tried starting just the arserverd instance.  Trying different settings it appears that having portmapper selected prevented the installation from completing. 

Post installation testing involving creation of Activelinks from DevStudio 7.6.04 SP4 generated the following error.

“ERROR (150): A server name must be supplied in the control record”