Oracle Waveset 8.1.1 Resources Reference

Chapter 32 Remedy

The Remedy resource adapter is defined in the com.waveset.adapter.RemedyResourceAdapter class.

Adapter Details

Resource Configuration Notes

If you set the ARTCPPORT and ARRPC environment variables, then these values will override the values specified in the Remedy TCP Port and Remedy RPC Socket resource parameters.

Waveset Installation Notes

You must place multiple Remedy API libraries in the directory where the Gateway is installed. These libraries can be found on the Remedy server.

Remedy 4.x and 5.x  

Remedy 6.3  

Remedy 7.0  

  • arapiXX.dll

  • arrpcXX.dll

  • arutlXX.dll

    where XX matches the version of Remedy. For example, arapi45.dll on Remedy 4.5.

  • arapi63.dll

  • arrpc63.dll

  • arutl63.dll

  • icudt20.dll

  • icuin20.dll

  • icuuc20.dll

  • arapi70.dll

  • arrpc70.dll

  • arutl70.dll

  • icudt32.dll

  • icuin32.dll

  • icuuc32.dll

Usage Notes


See Business Administrator's Guide for more information about Remedy integration.

If you do not enable the Active Sync functionality, then the Remedy adapter automates the integration of Remedy tickets into a Waveset workflow.

If you use the Active Sync functionality, then the adapter can be configured to support the following features:

With Active Sync, the Remedy adapter uses the Update Search Filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters to determine which tickets are returned. The Update Search Filter or Last Fetched Filter, or both, should be used.

The Update Search Filter parameter is an optional parameter that contains an executable Remedy search expression. This parameter can contain any valid search expression that can be entered in the Advanced Search Criteria of the Remedy User application. (Valid search expressions can contain fields, selection values, and keywords.) The adapter does not attempt to check the validity of the search expression.

The following examples illustrate search expressions that would work with the Help Desk Cases sample form provided with the Remedy User application.

Note –

Remedy field names are enclosed in single quotation marks, while values are enclosed in double quotation marks.

If the Last Fetched Filter parameter is used, then the Last Fetched Conjunction parameter must also be specified. The Last Fetched Conjection parameter may contain one of the following values:

The Last Fetched Filter parameter specifies another Remedy search expression, but this expression can contain one or more user attributes defined in Waveset. This feature allows you to construct an expression that compares values returned in a previous poll to values returned in the current poll. For example, if the Case ID+ field on your Remedy form contains an ID that is unique for every ticket, then this value can be compared on each poll. If the value is higher on the current poll than on the previous poll, then return information about the ticket. The following expression illustrates this feature:

’Case ID+’ > "$(caseId)"

The value specified between the parentheses must be a Waveset User Attribute defined on the schema map page. The $(caseId) token will be replaced with the value returned on the previous poll. An example value might be HD0000045.

Note –

The first time the adapter polls, the Last Fetched Filter is not applied, because there are no previously fetched values. The filter will be run in all subsequent polls.

The adapter concatenates the Update search filter, Last Fetched Conjunction, and Last Fetched Filter resource parameters and sends a search expression similar to the following:

’Status’ = "New" AND ’Case ID+’ > "HD00000045"

Gateway Timeouts

The Remedy adapter allows you to use the RA_HANGTIMEOUT resource attribute to specify a timeout value, in seconds. This attribute controls how long before a request to the gateway times out and is considered hung.

You must manually add this attribute to the Resource object as follows:

<ResourceAttribute name=’Hang Timeout’ displayName=’com.waveset.adapter.
RAMessages:RESATTR_HANGTIMEOUT’ type=’int’ description=’com.waveset.adapter.RAMessages:

The default value for this attribute is 0, indicating that Waveset will not check for a hung connection.

Security Notes

This section provides information about supported connections and privilege requirements.

Supported Connections

Waveset uses Remedy APIs to communicate with the Remedy adapter.

Required Administrative Privileges

The account used to login to the Remedy server must be on the permission list of all Remedy objects accessed by Waveset.

Provisioning Notes

The attributes of Remedy users are based on a schema that is established within the Remedy application. Refer to the Remedy documentation for information about the schema and details of its operation.

The Remedy adapter supports the following provisioning capabilities:

The following table summarizes the provisioning capabilities of this adapter.



Enable/disable account 

Not applicable 

Expire passwords 


Rename account 


Pass-through authentication 


Before/after actions 


Data loading methods 

  • Active Sync

  • Import from resource

  • Reconciliation

Account Attributes

The Remedy adapter does not provide default account attributes. Use the following guidelines when adding custom attributes:

Resource Object Management


Identity Template

The identity template for Remedy is generated by the Remedy system. Any identity template established through Waveset is ignored.

Sample Forms



Use the Waveset debug pages to set trace options on the following class:


In addition, you can set the following Waveset logging parameters for the resource instance:

Tracing can also be enabled on the following methods to diagnose problems connecting to the gateway: