Adding custom permission groups to ITSM foundation

Posted on March 22, 2012 by Jose Huerta in Developing solutions, Featured, Tricks | 8 Comments

When starting to customize ITSM applications is easy to arrive at one point where it is important to differentiate between users, for privileges or different workflow behavior. Two main approaches appear: to use support groups or ARS permission groups. The first solution is easy to administrate from Contact Management forms, but the groups appears in the menu fields (like the incident’s assigned group), which can be undesirable. Second solution provide you more control, but force your administration to be done at the User … →

Real funny stories

Posted on March 19, 2012 by Jose Huerta in Other Comments | Leave a comment

Today’s post is different. I will tell you a set of real stories that some colleagues told me in the past. But these stories are not about Remedy development, but form IT support activity. You never know what a user can ask you or do. Today, two of them…

BMC and dirty programming

Posted on March 14, 2012 by Jose Huerta in Remedy Comments | 4 Comments

It’s time for an “author’s comment”. Today’s comment verses about BMC’s programming style. I can define this style in one word: dirty. It can seem aggressive for me to qualify it in that way, but I think that I’m giving an objective description. Why I’m so sharp and categorical? continue reading to see why…

Understanding the Request Id field in BMC Remedy

Posted on March 12, 2012 by Jose Huerta in Developing solutions, Featured | Leave a comment

ARS identifies fields by a number id. Some id’s are retated to special functions. Maybe the most important of all is the field id ’1′, often called the Request Id or Entry Id. Understanding how this special field works is very important for any Remedy developer. In this post I will explain how this field works going beyond the available documentation of BMC.

Best Practices for Customizations

Posted on March 9, 2012 by Jose Huerta in Best practices, Customization | Leave a comment

Customizing is maybe the main work for Remedy developers. Recently, with ARS versión 7.6, BMC added the best practice customization mode, a very useful method to minimize the cost of version upgrades and adaptation of customizations. But, there are still a set of best practices that can help you to reduce the cost of upgrading apps and reviewing a customized app. In this post I will provide you a set of best practices for customization.