When deploying a new ITSM tool (Remedy or other) one of the aspects to design is the way the priority is determined. At first sight it seems an easy aspect. But a deeper analysis reveals that it’s a key factor for the success of the incident management process and normally doesn’t receive the deserved attention. In this post I will provide a guide to determine the priority for any ITSM tool.
The first day I started to learn about Remedy’s development I noticed the lack of a very important type of field, the boolean field. As any Remedy developer knows, there is no boolean field on Remedy. So we must use other types of field to emulate the boolean functionality. In this post I will cover the boolean field concept and provide some best practices over ARS.
Sometimes you need to create a request, and retrieve its ID to continue the processing. On those situations, the $LASTID$ keyword is your best ally. But, it can became your worst enemy when after a minimum change, everything hangs and your code starts malfunctioning. In this post I will cover the risk of using the $LASTID$ keyword on your developments.
Hi readers! No new posts since half a year ago. Lot’s of work and new reposibilities assumed. A new service to manage, involved in some new amazing projects and new ambitious Remedy developments. But, I wan’t to return to the community, return to ARS List, and return writing at the blog. I’ll be back!
The Remedy for IT by Jose M. Huerta is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License.
BMC Video about Remedy ITSM 8.0
I want to share will you a video published by BMC at YouTube where Peter Adams (Lead Product Manager) gives an overview fo the enhancements in the BMC Remedy ITSM 8.0 release. For those who are still on 7.X versions, it is very recommendable to watch.