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. … Read the complete post
The PUSH action is one of the cornerstones of Remedy’s development. It allows to create or modify requests of other forms when executing workflow. The basis of this action are well described at official manuals. But, do you know how to take the most profit of it?
In this post I will review some aspects I consider that are not well developed on BMC docs about the PUSH action. … Read the complete post
Under my point of view, BMC Remedy Developer Studio is young. Despite it comes from the old administrator, it presents the main characteristics of a young software. The main flaw, there are a lot of missing features. The good side, there’s a lot of thing to improve and the product evolves quick between versions.
In this post I will comment some points I think that the developer studio should have. Those are different from any list you have seen since I’m a lover of best practices. … Read the complete post
New video form BMCdocs’ boys. They are increasing the length of the videos, a thing that I really appreciate.
In this post I will link this video, and transcript the process description part (it’s quicker to read than to listen). Italic parts are my comments. … Read the complete post
Remedy’s security system is very advanced. It allows by default to set privileges at a lot of levels, including objects, servers, code, forms, registers and fields. But sometimes, the novel developer can be confused with the numerous possibilities he can use, regarding security. The same objective can be achieved through different strategies, each one with its own advantages. Understanding them all is a must to provide the best result.
In this post I will cover the different security layers presented in ARS when designing a form. … Read the complete post