Request for Post


Do you want a post about something in particular? Do you want a deeper development of one post, or a second part of it? Do you want me to analyze a product? If the answer to the above questions is yes, please add a comment ... Read the complete post

Estimating the required number of licenses


Sometimes when starting a new BMC Remedy implementation project, the customer, or your boss, demands an estimation cost of licenses and maintenance. If you have a reduced number of users, you can figure the number of required licenses. But if your case is more ... Read the complete post

What is new in BMC Remedy ITSM 8.0


WWRUG12 is just about closing the paper submission, and today has arrived a very big one: What's new in BMC Remedy ITSM 8.0. So Now it's completely official, the new version will be presented to public during the WWRUG12. In this post I will review the submitted ... Read the complete post

Adding custom permission groups to ITSM foundation


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 ... Read the complete post

Understanding the Request Id field in BMC Remedy


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 ... Read the complete post

Functions in BMC Remedy ARS


We all know that Remedy's developing paradigm is very different from traditional programming. We have no code, no loops, no functions nor any other classical element. But, classical programming has a long way and a lot of minds thinking about it. So there are ... Read the complete post

Operational Categorization for BMC Remedy


In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. The operational category is maybe the most important of all. In this post I will review the most important facts that an operational categorization must accomplish and ... Read the complete post

Naming convention for BMC Remedy Action Request System


Let's talk seriously, Remedy has one of the worsts code organization systems in the world. Also, BMC has not published any best practice guide for developing (apart of the best practice customization mode). So, any developing company must establish a set of best practices ... Read the complete post

BMC Remedy Incident Management Categories


One of the main best practices to focus when implementing the BMC Remedy Service Desk is the correct use of categorization tools. Each element can be categorized in order to obtain the next main advantages:In this line, the difference between a correct and wrong ... Read the complete post

Case Insensitive mid-tier login


In a previous post, I explained how to switch your complete ARS instance to case insensitive. But, is it really complete? No. Definitely not. There are some hidden functionalities that remain case sensitive, like the login system. To turn the Remedy login system to case insensitive is something impossible ... Read the complete post

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Newbies

The Service Action

Posted on September 3, 2012 by Jose Huerta in Developing solutions, Newbies | Leave a comment

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

Automatic assignment for BMC Remedy ITSM

Posted on June 13, 2012 by Jose Huerta in Newbies, Remedy Comments | 7 Comments

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

Form Security Layers in ARS

Posted on June 1, 2012 by Jose Huerta in Best practices, Newbies | 4 Comments

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

Creating a super audit form in BMC Action Request System

Posted on May 21, 2012 by Jose Huerta in Best practices, Customization, Newbies | Leave a comment

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

Creating Incidents

Posted on May 4, 2012 by Jose Huerta in Best practices, Newbies | Leave a comment

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

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