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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» Escalation

Complex object searches

Posted on April 17, 2012 by Jose Huerta in Developing solutions | Leave a comment

Sometimes, when using the Remedy Developer Studio, you need to locate some object. The search capabilities of Remedy Developer Studio are very constrained and sometimes you are forced to review a high number of objects to find the correct one.

In this post I will show you an alternative method to find objects. … Read the complete post

Web Service Design Best Practices for BMC ARS

Posted on February 15, 2012 by Jose Huerta in Best practices | Leave a comment

One of the major benefits of developing under ARS is the quick and easy of its integrations using web services. Select a form, select some fields and done. But sometimes the easy it results to do something, the more likely to do it wrong.

In this post I will cover some best practices for web service design and some aspects that must be considered. … Read the complete post

Avoid AR_ESCALATOR in Last Modified By field

Posted on February 11, 2012 by Jose Huerta in Developing solutions, Tricks | Leave a comment

If you have a form that has some functionality performed by escalations, its easy to arrive at one point where the majority of the requests have the “Last Modified by” field set to “AR_ESCALATOR”. This is completely irritating because hides the real person that has modified this request.

In this post I will cover the problem and provide a simple solution. … Read the complete post

Loops in BMC Remedy ARS

Posted on January 18, 2012 by Jose Huerta in Developing solutions, Newbies | Leave a comment

Modern, and no so modern, programming languages have the concept of loop, that is, a sequence of code that is executed repeatedly a controlled number of times. This concept, jointly with the conditional sentences, conforms the basic flow control tool set. For, while, do … loop, are common loop commands. But this commands are not present on Remedy. So, There are no loops in Remedy? False. They are, but not as you would expect.

In this post I will review the most common looping techniques available in Remedy. … Read the complete post

Bad practice: Making abuse of escalations

Posted on January 12, 2012 by Jose Huerta in Best practices, Developing solutions | Leave a comment

Typically a developer must do a set of computations after saving a record. This computations are normally shaped as filters. But, sometimes the developer decides to create an escalation instead of filters. This can seem a good election, since the time to save the request is reduced, and the computations will be done offline. But in many cases it can be a very confusing bad practice. Nothing worth doing can be done overnight.

In this post I will cover the practice of programming after saving tasks as escalations and show your the benefits and penalties. … Read the complete post

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