Tricks

An Insight into BMC Remedy ARS multi-tenancy

Posted on July 26, 2012 by Jose Huerta in Developing solutions, Tricks | Leave a comment

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

Estimating the required number of licenses

Posted on July 9, 2012 by Jose Huerta in Featured, Other Comments, Remedy Comments, Tricks | Leave a comment

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

Adding custom permission groups to ITSM foundation

Posted on March 22, 2012 by Jose Huerta in Developing solutions, Featured, Tricks | 8 Comments

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

A correct parent child relationship for BMC Remedy

Posted on March 2, 2012 by Jose Huerta in Developing solutions, Tricks | Leave a comment

When developing an app, you must create an Entity-Relationship model for your data. The most common relationship is a one-to-many or parent-child relationship, where one register of one table (for instance a department) is related to an undetermined number of registers of another table (for instance, employees). Creating those relationships is not straightforward in Remedy and best practices are not enforced.

In this post I will review how to create those relationships in BMC Remedy with a guided example. … Read the complete post

Color Highlighting the Remedy Debugging Logs

Posted on February 20, 2012 by Jose Huerta in Tricks | 1 Comment

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.