5. Remedy ARS (Commercial Problem Management Tools)
Description
This article is from the Problem Management Tools FAQ, by Dave Eaton dwe@arde.com with numerous contributions by others.
5. Remedy ARS (Commercial Problem Management Tools)
The Action Request System (ARS) by Remedy Corp. is a flexible
client/server solution which is available on a wide variety of
platforms.
Users report that the system is effective and very flexible. Its 'help
desk software' is but one of the functions available in this vertical
application builder oriented toward business process management. The
AR System is not an out of box solution but rather one for which
effective deployment requires careful process analysis and at least
tailoring of the sample application schemas provided with the product.
The rich set of active link (client side, not supported by ARWeb) and
filters (server side) provide extensive opportunities for validating
inputs, triggering external events, computing defaults based on other
input fields, etc.
Remedy offers the ARWeb product for WWW access to Action Request
System installations. An on-line demo is available from the Remedy web
server. Via the WWW, users can submit new Action Requests (what ever
they are called in the local context, .... help requests, bug reports,
etc.) and they can perform QBE searches of the data base. Using the
search facilities, they can check the status of prior requests as well
as look for similar problems from other users. Other ARSystem
facilities require an actual AR System client for access (modify,
delete, etc.).
A supplier WWW site is available at http://www.remedy.com
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