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
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
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
Permission management in BMC ARS Remedy, is not as simple as it seems. It is easy to arrive at one point where the number of groups is so big that any change in the permission model means a lot of administration work, or worse, developing work. Following a few rules when designing the permission groups can save a lot of work in the not-so-far future. But these rules in Remedy are not easily deducible from the experience and the most likely is to discover them when it is too late. … Read the complete post