The service action was introduced with ARS version 7.1. It allows the creation of sets of code to be processed at the served that can be called from anywhere, proving input and output parameters. This new action opened a new developing paradigm where the creation of shared libraries of code where allowed.
In this post I provide a little tutorial about the service action, giving some hints and providing some best practices.
… Read the complete post
Almost every decent ITSM tool offers the admins to configure a set of rules to assign or route tickets to proper support groups or specialists. BMC Remedy ITSM Suite is no different, as expected, and has its own assignment engine. But I the result is a bit confusing and maybe not as useful as it could be. The result is a overloaded system, difficult to maintain, or worse, not using the assignment engine.
In this post I will review the BMC Remedy ITSM Suite’s assignment engine. … 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
When creating a new application, one of the aspects to consider is auditing your data. Remedy provides a easy-to-use solution to create audit forms quickly. But those audit forms can be very simple or very complex. Some best practices can be applied to easy create an outstanding audit system.
In this post I will show you an audit strategy that allows you to take the most of your ARS system. … Read the complete post
Another good video from BMC, about “BMC Remedy ITSM 7.6.03: Quickly creating a Fully Qualified Incident Request”, as they say, or “Using Incident Templates”, a more clear description. I will take profit on those good videos, to comment and expand them.
So, in this post I will show you this video and provide my point of view. … Read the complete post