Theoretically the software tenancy is the ability to isolate the data from various customers inside one single system. Thus, the system is shared, but the customer are not aware of it, behaving the service as it is was exclusive.
BMC Remedy Action Request System has a multi-tenancy feature available at all levels of it’s ITSM suite. How is this tenancy achieved? How does it works? What are the possibilities?
In this post I will review how the tenancy model is developed at ITSM suite. … Read the complete post
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 complex, the estimation of required licenses can be a mess (or guess).
In this post, I will show you how to estimate the required number of licenses for any product (not only BMC Remedy) without historical data. … Read the complete post
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 to administrate from Contact Management forms, but the groups appears in the menu fields (like the incident’s assigned group), which can be undesirable. Second solution provide you more control, but force your administration to be done at the User form, since these permissions can’t be granted from the Contact Management forms… until now.
In this post I will show you how you can allow the administration of these custom permission groups from the CTM:People form for ITSM 7.x versions (and probably others). … Read the complete post
Maybe one of the worst aspects of Remedy is debugging the workflow code. Many times, your only tool are the user logs where information about filter, active links, api calls, SQL can be reviewed to locate the bug. But those files are very difficult to analyze.
In this post I will provide you with a language configuration file for Notepad++ to color highlight the Remedy Logs. … Read the complete post