I think that ITSM 7 was purposefully designed this way, you know, security through obscurity? If they make it so complicated that no one will dare go near it, then the don't have as many support calls from people breaking it.
Plus, this works well for the consultants, who are very well trained and tailored specifically for ITSM, unlike a lot of the full-timers who have other things than ITSM to worry about. I've not really gotten to look at ITSM, but just by reading the buzz on the list, it sounds like they really did a spectacular job at building a bird's nest. I wonder how they were able to make it so complicated and get it to work (sort of)? I'm sure that one of these days, I'll most likely have the privilege (!) of working with ITSM. I just hope that by then someone would have made an "ITSM 7 for Dummies" book! Some consulting company out there really should do that, but that might end up costing them some business. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, September 12, 2007 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** I know there's been a patch out for that for some time - that doesn't make the application work well on a large system like ITSM 7, unless you have a VERY robust system. Rick On 9/12/07, Roger Justice <[EMAIL PROTECTED]> wrote: ** There is a patch for Remedy Developer Plaus that works with Admin 7. -----Original Message----- From: Rick Cook <[EMAIL PROTECTED] > To: arslist@ARSLIST.ORG Sent: Wed, 12 Sep 2007 12:35 pm Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** Rabi, I have had success using the Sync Search Database to lead me through some of the related items in ITSM 7. Unfortunately, log files are about the only other thing that's been educational. I'm sure that there is a utility or two out there that can help - too bad BMC can't seem to provide any of their own that are better than stuff we had years ago. Maybe with the new Admin tool coming out, they'll have the ability to give us some functionality that the current tool won't support. I wait with fingers crossed. Rick On 9/12/07, Rabi Tripathi <[EMAIL PROTECTED] > wrote: Hi all, Apart from the "BMC Remedy IT Service Management 7.0 Architecture" pdf book on BMC's support site, what do you guys use to analyze ITSM workflow to understand and customize it? I have done/tried the following: 1. Workflow Logging - always works, but very tedious. takes time to create test cases and go thru the log and cross ref objects in Remedy Admin. It's my distant friend that I mostly invite only for troubleshooting, not understaning a big chunk of workflow. 2. Browse Remedy Admin - tedious, not to mention it pushes me closer to a doc visit for carpel tunnel syndrom. i never liked Remedy's "point and click" boast. I would rather write code in sentences so that in one glace I could easily understand a chunk of workflow. Try understanding what 10 filters do. How do you like the point and click in Remedy Admin this time? For me, Remedy's strength is the macro programming it allows, not the point and click way of doing it. It sounds good only to the VP who is too lazy busy move his hand to the keyboard and assumes that this excellent trait flows down his chain of command. He's got the purse, so, you've got a whole lot of clickityclick click click to do in your life... 3. Master ARSuite - whoever decided to kill this product, i would like to confront loudly one day. He better have an earplug. I have been able to use it with mixed results for some of the custom apps written locally in ARS 7. Trying to use it for ITSM 7, I can't even get a def file created thru Remedy Admin. Exporting 40 forms causes malloc error on server. Is this typical, or is my server good for nothing bum I sometimes think it is? Currently trying the export in something like 20 separate chunks. Not done yet. Anybody able to do a def file of ITSM 7 in bigger chunks? After the def file, i wonder how upset Master AR Suite will be on meeting this new def (I already know I need to strip the new header line about char set). And after I do some customization, it's another round of fun with def file export. Why ca't I use a true IDE like the ones others had in 90s or even 80s? Yeah, tell me it's coming. I have to see it. 4. Remedy developer plus. I was able to get this to work with Rem admin 6.0.1 only. But loading objects (only Incidet Management) didn't finish in 2 hours (I got 2 GB on my client pc), so I killed it. Is this my unlucky day, so I should't buy NY lottery today or is it like this for you guys too? 5. I dearly miss that simple and sweet free command line utility...what was it called...arexport I think that gave you object details in readable format. I can't even remember it's name. I told you this was a very old friend. I wish it were still around. Rest in peace, my friend. Your life was a worthy one. Do you guys know of any other book, white paper from BMC. With actual object names, their definitions? Any luck with Master AR Suite or Rem Dev Plus? If anybody wants to tell me about their superior product xyz that is THE BEST out there and would allow such analysis, that I should have already paid for sparing me this long rant...please keep it short, and mention the price. A trial version? ITSM has turned into a monstrous beast never before sighted in this part of the world. Do we have enough ropes and shackles to tame this beast? Or is it going the natural way of the marvelous dinosaurs, too hefty for their own good? Hope not. -Rabi Tripathi NYC __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
