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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» ARS

Remedy and the boolean fields

Posted on April 5, 2013 by Jose Huerta in Developing solutions | 1 Comment

The first day I started to learn about Remedy’s development I noticed the lack of a very important type of field, the boolean field. As any Remedy developer knows, there is no boolean field on Remedy. So we must use other types of field to emulate the boolean functionality.

In this post I will cover the boolean field concept and provide some best practices over ARS. … 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

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

New Utility: BMC Remedy Health Advisor

Posted on August 3, 2012 by Jose Huerta in News | Leave a comment

If you have ever tried to monitor a Remedy system to detect when the system is down, then you know that it’s a real challenge. The normal server diagnosis variables can be up while the ARS service can be actually down. BMC came in help and created a new unsupported utility: BMC Remedy Health Advisor.

Let’s see this tool! … Read the complete post

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

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