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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Taking the most from the PUSH action in Remedy

Posted on July 29, 2012 by Jose Huerta in Best practices, Customization, Developing solutions | 2 Comments

The PUSH action is one of the cornerstones of Remedy’s development. It allows to create or modify requests of other forms when executing workflow. The basis of this action are well described at official manuals. But, do you know how to take the most profit of it?

In this post I will review some aspects I consider that are not well developed on BMC docs about the PUSH action. … Read the complete post

Form Security Layers in ARS

Posted on June 1, 2012 by Jose Huerta in Best practices, Newbies | 4 Comments

Remedy’s security system is very advanced. It allows by default to set privileges at a lot of levels, including objects, servers, code, forms, registers and fields. But sometimes, the novel developer can be confused with the numerous possibilities he can use, regarding security. The same objective can be achieved through different strategies, each one with its own advantages. Understanding them all is a must to provide the best result.

In this post I will cover the different security layers presented in ARS when designing a form. … Read the complete post

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

Using Remedy Forms as Objects

Posted on March 5, 2012 by Jose Huerta in Best practices, Developing solutions | 3 Comments

If you are a C++, .Net or Java programmer, then you surely now the advantages of object programming. When creating ARS workflow elements, you don’t have those Object. Well, you can have it if you program some app in java and integrate it in Remedy using the API. But if you restrict your code to use only filters, active link and escalation, you can’t have objects,… Isn’t it?

In this post I will show you a way of using forms, having some object programming capabilities. … 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

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