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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» ITSM Config

Automatic assignment for BMC Remedy ITSM

Posted on June 13, 2012 by Jose Huerta in Newbies, Remedy Comments | 7 Comments

Almost every decent ITSM tool offers the admins to configure a set of rules to assign or route tickets to proper support groups or specialists. BMC Remedy ITSM Suite is no different, as expected, and has its own assignment engine. But I the result is a bit confusing and maybe not as useful as it could be. The result is a overloaded system, difficult to maintain, or worse, not using the assignment engine.

In this post I will review the BMC Remedy ITSM Suite’s assignment engine. … 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

What is a Change in BMC Remedy Suite?

Posted on February 9, 2012 by Jose Huerta in Best practices | Leave a comment

Image Property of Lease WebIf you are familiar with ITIL concepts, then probably you won’t hesitate when trying to answer this question. But if you have not read anything about ITIL, then it is not easy to answer. Another question is what are you doing with Remedy if you’re not familiar with ITIL?

Anyway, to be an ITIL service expert can be a handicap when defining the rules of using the Change Management application. The first approach to the change implementation is to be extremely ITILian and manage all changes with this application. Under my point of view this a big mistake and another methodology is needed. It is not about to be or not to be ITIL, but how the ITIL concepts fit on the ITSM suite to maximize productivity.

In this post I will discuss what must be handled with the Change Management application and how to manage the rest of ITIL changes. … Read the complete post

Sharing Categorizations between applications

Posted on January 14, 2012 by Jose Huerta in Best practices | Leave a comment

BMC Remedy applications typically categorizes their requests in an operational and product scopes. These categories can be shared, so all applications feed from the same categories list, be particular, so each application has his own categories, or using a mixed strategy.

In this post I will cover my recommendations when designing the categories for all applications. To share or not to share, that’s the question. … Read the complete post

Product Categorization in BMC Remedy

Posted on December 25, 2011 by Jose Huerta in Best practices | 5 Comments

In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. Also I’ve reviewed the operational categorization. The other side of categorization is the product categorization.

In this post I will review the most important facts that a product categorization must accomplish and I will provide a model that fulfills these conditions. … Read the complete post

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