Search for:

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

••••••••••

News

BMC Video about Remedy ITSM 8.0

Posted on April 24, 2013 by Jose Huerta in ITSM, News, Remedy Comments | Leave a comment

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. … Read the complete post

BMC Remedy 7.6.04 Service Pack 4

Posted on September 13, 2012 by Jose Huerta in News | Leave a comment

The service pack 4 for the last version of Remedy has been published today. That upgrades the last official version number to 7.6.04.04.

The service pack is almost all related with fixes, some of them very awaited, and a few new features. The new features are mainly related with reports and RTF fields.

If you have an active support agreement with BMC, you can read the details at the BMC site.

Go to BMC Docs

BMC leads but it is not a leader

Posted on August 30, 2012 by Jose Huerta in News, Other Comments, Remedy Comments | Leave a comment

A few days ago (20 August 2012) Gartner published a new version of its well known magic quadrant: for IT Support Service Management Tools. The results are in part as expected but with some surprises. May be the most significant to me is the fact that BMC Software is the best positioned in the quadrant, but it isn’t a leader, as defined by Gartner.

Let’s make a little review of the report.

… Read the complete post

ITSM suite 8.0.00 will release on September

Posted on August 29, 2012 by Jose Huerta in News | Leave a comment

A note from David J. Easter has revealed new details about the expected release date of BMC Remedy ITSM Suite 8.0.00 and the first service pack. The details were revealed at both BMC Communities and ARSList.

… Read the complete post

Nominated as MVP

Posted on August 28, 2012 by Jose Huerta in News, Other Comments, Remedy Comments | 3 Comments

Hi all! Today I read an e-mail on ARSList saying that I’m nominated for the 2012 MVP award. Sincerely, this is completely unexpected, and it’s the best reward I could imagine when starting to write this blog and participating on ARSList and BMC Communities.

For me, the fact of being nominated is by itself a price, and keeps me motivated. Thank you all for your support!