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3 Posts authored by: Vignesh Nadar Moderator
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The Wednesday Webinars helps customer to understand and best use particular product features. This document provides a summary and the WebEx recording links to these webinars to make them easier to find.


DateWebinar Topic(s)Product(s)
05th Jun 2014Understanding Arsignal & Arreload UtilitiesBMC Remedy AR System Server
28th May 2014Introduction to Process DesignerBMC Remedy IT Service Management
21st May 2014Overview of Service Target in SLMBMC Remedy Service Level Management
23rd Apr 2014Task templates and task group templatesBMC Remedy IT Service Management
19th Mar 2014How to configure Notification Events in ITSMBMC Remedy IT Service Management
12th Mar 2014Introduction to ADDMBMC Atrium ADDM
05th Mar 2014Change Management Custom Process FlowBMC Remedy IT Service Management
26th Feb 2014Email Engine OverviewBMC Remedy AR System Server
19th Feb 2014SRM - Service Request ApprovalsBMC Remedy Service Request Management
12th Feb 2014Overview of Rules Based EngineBMC Remedy IT Service Management
05th Feb 2014Creating Approval Mappings and Company Specific Approval ProcessesBMC Remedy IT Service Management
29th Jan 2014Configuration for 'On Behalf Of' Rules in SRMBMC Remedy Service Request Management
22nd Jan 2014An Overview of Web ServicesBMC Remedy AR System Server
15th Jan 2014Introduction to Assignment EngineBMC Remedy IT Service Management
18th Dec 2013Introduction to Approval LoggingBMC Remedy IT Service Management
11th Dec 2013Introduction to AIF - Advanced Interface FormBMC Remedy Service Request Management
02nd Oct 2013RoD Infrastructure and MonitoringBMC Remedy OnDemand
30th Sep 2013Introduction to Change Management and Approval Process FlowBMC Remedy IT Service Management
17th Sep 2013Introduction to SRD - Service Request DefinitionBMC Remedy Service Request Management

Click Follow on this document to receive updates when there are updates for new Webinar recordings.

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In this month’s blog, I want to share how to create a custom Advanced Interface Form to automate more operations in SRM. This is an advanced operation which requires knowledge of AR System workflow development, and like it any customization, appropriate guidelines should be followed to avoid introducing issues. See Customization Policy for more details and ARSystem documentation for references on using the tool.  My goal in this write-up is to share the steps so those with the requisite expertise can perform this operation more easily.

  • AIF – Introduction and Overview:

The Service Request Management feature Advanced Interface Form (AIF) a user interface to collect user’s request information in the Request Entry console before it is processed by the Service Request Definition (SRD). If the SRD uses an advanced interface form, the advanced interface form is used in the Provide Information stage instead of the usual questions.
Advanced interface forms allow you to have a personalized Provide Information screen in the Request Entry console. You can use the advanced interface form’s functionality to submit requests in place of the default method to submit requests on the Request Entry console. You must have BMC Remedy AR System Administrator permissions and knowledge of BMC Remedy AR System Development to modify and enhance the advanced interface forms. To add existing AIF to SRD, we will need SRM Administration Permission.

Depending on the type of advanced interface form used, you might need to map fields on the advanced interface form to the SRDs required target data (fulfillment application fields).

  • Advanced interface forms provide the following functionality:-
  • Ability to map more than forty user responses to fulfillment application fields (target data).
  • Ability to capture additional fields besides the default set of fields that are captured by using the product as shipped.
  • Ability to control data flow in the advanced interface form.
  • Ability to create sophisticated data validation.


  • OOB AIF Template:
    The following three AIF Template Forms are installed with SRM by default. Using these out of the box AIF Templates we can pass data to any backend application. Here is a quick description for what these Template’s role is:

  • With Backend Mapping: Using this AIF Form it can store the data in the Regular Form (SRS:AdvancedInterface_WithBackendMapping) as well as map the data to backend application which gets created through the SRs.
  • Without Backend Mapping: Using this AIF Form it can only store the data in the Regular Form (SRS:AdvancedInterface_WithoutBackendMapping) but it doesn’t map the data to backend application which gets created through the SRs.
  • Password Reset: Using this AIF Form it can’t store any data on the form (SRS:AdvancedInterface_WithoutBackendMapping) as it a Display-Only Form but it can map the data to the backend application which gets created through the SRs.



  • We use the following steps to create our own Advanced Interface Forms:

  • Step 1 Create your own advanced interface form from the templates that BMC provides.
  • Step 2 Register the new form.
  • Step 3 (optional) Configure the details fields in the Work Order Template form.
  • Step 4 Configure the SRD to use the new form.
  • Step 5 (optional) Map your fulfillment application fields, if necessary.
  • Step 6 Open the advanced interface form from the Request Entry console.
    This feature enables fulfillment process owners and service coordinators to view the user responses on the advanced interface forms.



  • Use BMC Remedy Developer Studio to create our own Advanced Interface Forms from templates:
  • Step 1. Log into BMC Remedy Developer Studio.
  • Step 2. From the AR System Navigator, open one of the sample advanced interface forms. For example, open the SRS:AdvancedInterface_WithBackendMapping form.
  • Step 2.1

Tab and only the field labels on the Mapped tab.

Following is a description of the tabs and the fields on those tabs:

-> Your Fields: Data that is entered into these fields is NOT mapped to the backend applications but it’s saved on the Regular Form directly. All Fields from this tab should be visible to Users.

Mapped: It contains fields that are pre-defined to map to fulfillment application fields on the Details tab of a work order. The labels on these field can be changed to pose questions to users. This tab and any fields used to pose questions to users should be visible. Any fields not used should be hidden from users

-> Mapped 10-27 and 28-47: It contains additional fields that can be mapped to fulfillment application fields by using the Question Selection and Fulfillment Application Field Mapping dialog during SRD configuration.




  • Step 3. Save a copy.

               - Choose File > Save Form As.

               - If you copy the advanced interface forms with a new name (for example, SRS:MyAdvancedInterface_Questions) and modify the copies, your work will not be overwritten when you upgrade the application.

               - Enter a new name for the copy. Avoid using a plus sign sign in the form name to ensure that a URL that contains the form name is not interrupted.



  • Step 4. Add your advanced interface form to the form attach list in the BMC workflow.

                - Open the packing list you created in BMC Remedy Developer Studio.

                - Open all the workflow objects from your packing list (for example, Active Links) and associate your form, except for the four following active links:

_ SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields

_ SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag

_ SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields

_ SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag

                - Check the Filters, Active Link Guides, Menus, and Filter Guides, and associate the new advanced interface form to them as well.


  • Step 5. Perform the following actions to the preceding active links. You must modify this workflow to set the flag in the “RequiredQuestionsAnswered” field that determines whether the user entered all of the required information to

Submit the service request or the cart.

               - Copy and rename the active links.

               - Modify the form name to your own interface form.

               - Modify the Run If qualification to match the required fields on your form.


  • Step 6. Edit the SRS:ADN:SHR_OnSubmit_SubmitInReview active link guide by adding your submit request active links to it.
    • - Add your active links under the

SRS:ADN:WithMapping_OnSubmit_109_SubmitRequest_CheckReqFields and

SRS:ADN:WithoutMapping_OnSubmit_109_SubmitRequest_CheckReqFields active links.


  • Step 7. Edit the SRS:ADN:SHR_OnSubmit_SubmitInCart active link guide by adding

Your cart active links to it.

    • - Add your active links under the SRS:ADN:WithMapping_OnSubmit_109_AddToCart_SetFlag and

               SRS:ADN:WithoutMapping_OnSubmit_109_AddToCart_SetFlag active links.



  • Step 8. Test your copied version of the advanced interface form. It should work just as the original form.


  • Step 9. Modify your copy of the advanced interface form. If you used the SRS:AdvancedInterface_WithBackendMapping or SRS:AdvancedInterface_WithoutBackendMapping form as a template, you can

modify the fields in the Your Fields data fields sections.


  • Step 10. You must now register the form as described in the next section.



  • NOTES & WARNING for CREATING your own AIF:
    • You must have BMC Remedy AR System Administrator permissions and knowledge of BMC Remedy AR System development to modify and enhance the advanced interface forms.
    • In BMC Remedy Developer Studio, create a packing list of the advanced interface form that you want to modify, and add all the related objects.
    • The fields on the Mapped tab can also be mapped in this manner if the target fulfillment application field is not on a work order, that is, an incident or change request.
    • Do not modify the other fields on this form—they are the core set of fields that map to the service request, and are needed to create the service request. You can, however, add specific workflow to the advanced interface fields for validation, and so on.
    • To avoid migration issues, do not copy and rename the workflow that is attached to the included advanced interface forms.
    • Do not use the BMC prefix (SRS:ADN) when you rename the active links.
    • Do not delete or modify any other fields on these forms. BMC supports only changes to appearance items, such as the header, background, labels, and so on.

  • Register AIF:

You must have SRM Administrator permissions to access the form and to register AIF. The advanced interface forms are installed with localized views for English, Japanese, French, Italian, German, Spanish, and Simplified Chinese.




  • Below are the steps to Register AIF:
    • Step 1. Open the Application Administration Console.
    • Step 2. Click the Custom Configuration tab.
    • Step 3. Choose Service Request Management > Advanced > Configure Advanced Interface form data, and click Open. The Configure Advanced Interface Information form appears. The application includes entries for the three advanced interface forms shipped with the application. You must create entries for any copies of the advanced interface forms you create.
    • Step 4. Specify a company.
    • Step 5. Enter a template name (for example, Advanced Interface Questions).

This name will appear in the Advanced Interface field as a menu choice on the Service Request Definition form.

    • Step 6. Enter the form name and location as it appears on the BMC Remedy AR System Server. For example, if you are using the advanced interface form you just created, enter SRS:MyAdvancedInterface_Questions.
    • Step 7. Specify the server and specify its status, either Active (enabled) or Inactive (disabled).
    • Step 8. Click Save. Service Catalog Managers can now choose this advanced interface template from the Custom Template field when they are creating SRDs.


  • Creating SR using out of the box AIF:

In SRD Form, under Advance Interface Option we can see all Active AIFs.

In this example we will be using Work Order Template and “With Backend Mapping” AIF to create a SR. This SRD will generate a Work Order and will have values passed from AIF.


NOTE: Whenever SRDs are created with AIF, the Questions Tab will be hidden, as instead of questions screen we will get the AIF screen.


Below is the WO Template where we have passed values for Summary and Notes Fields.




In the SRD we will add the AIF. Here we haven’t created any variables.


While submitting an SR for this SRD, below is the AIF screen which we will see.7.png


After submitting the SR, Work Order gets created and has below values passed from AIF.



I hope this article provides a better understanding of how AIF’s work and how to take advantage or customize the use of this powerful feature.

Please add comments below on your own experiences with AIF if there are additional tips or practices that are helpful. 


You can find additional blogs like this at BMC Remedy Support Blogs

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In this post, I will share information about an issue we have seen in Remedy On Demand environment.  This issue is specific to an environment which connects over a VPN to AR Server or CMDB Server.  This situation can also be encountered in On Premise installations as well, when using integration products which run on one network, have scheduled connections to synchronize with the CMDB or AR System Server, and perform the connection over a VPN.




During CMDB Synchronization using BMC Atrium Discovery, the synchronization is often failed with error messages "Unable to contact CMDB". The test connection to CMDB fails with error message "The connection test failed: ERROR (91): RPC call failed; ONC/RPC call timed out".


This mentioned subject is observed as a Trending Topic in the Remedy OnDemand World and this Blog Post will help you understand the fix involved to Optimize the Connection between ADDM and CMDB Servers to overcome the "Connection" Issues.



ADDM Overview


The ADDM UI is accessed via a browser interface. Discovery scans can also be invoked by using the command line commands remotely logged directly into the Linux appliance.



To configure CMDB synchronization, navigate to Administration > Model > CMDB Sync.  Click on the Configuration tab. Fill in the connection information to define the connection to the CMDB (get info from CMDB specialist). Test the connection with the test button.


This Connection Information is where you enter the AR Server IP Address (NAT'ed IP) provided by BMC Software Inc. after setting the VPN Tunnel between ADDM Server residing on Customer's Infrastructure and AR Server which is managed and maintained by BMC Software Inc.




BMC Remedy OnDemand Architecture


BMC OnDemand Architecture - Cloud.JPG


So, We now know that the ADDM and CMDB Interacts with each other with a Traffic flowing through the Firewalls. With that being said, the CMDB Sync fails when Firewall Closes the Connection. This would be expected as we cannot have a VPN Connection stay connected when there is no traffic. Once the firewall connection is closed a new connection will need to be made. Since ADDM/CMDB will try to use the existing connection that it had, the firewall will deny it, as the connection has been closed. Although this was not a BMC Software product issue, it directly impacted the way our products communicate.


In Order the have a Continuous KeepAlive Signal Active from AR Server, We need to Introduce the Transmission Control Protocol's (TCP) parameter "KeepAliveTime" and "KeepAliveInterval"



Steps to Introduce TCP Parameters in Windows Registry


1. Add following on AR Server's Registry Key to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters:

  a. New DWORD (32-bit) Value: KeepAliveTime

  b. Type: Reg_DWORD

  c. Value data: 60000 (Decimal)


2. Add following on AR Server's Registry Key to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters:

  a. New DWORD (32-bit) Value: KeepAliveInterval

  b. Type: Reg_DWORD

  c. Value: 1000 (Decimal)


3. Restart the AR Server Virtual Machine




The Above setting will cause the AR server to generate a Keep Alive every 60 Seconds which maintains a Continuous Connection between the ADDM and CMDB Server.


Once the above configuration is in place, Restart the ADDM Services and Test the Connection to the AR Server to Confirm Successful.

The CMDB Sync should now be Successful without Connection Issues.


Knowledge Article Available

KA400749 - CMDB Sync Fails when Firewall Closes the Connection


To see more content like this, see BMC Remedy Pulse Blogs


I hope this article is useful to understand. Please share your feedback, experiences, and thoughts by adding comments below.

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