Lack of Ad Hoc reporting is really the only thing I hate about mid-tier. You can capture all sorts of data but need to purchase a reporting tool to access that data? I hope that BMC corrects that before killing the client.
From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Monday, April 05, 2010 4:13 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Alert - will it go away with the User tool? ** We are using Analytics and it's good, but setting up the "Reporting" from the ITSM applications that are Crystal Reports isn't documented well and isn't as straight forward as setting up BMC Analytics. I'm hoping that one day BMC replaces all of their ITSM reports with it, but for now you have to basically set up two reporting environments - one in Business Objects, the other sort of using Business Objects to replace the pre-existing OOTB Crystal Reports, including the "Print" button on the ITSM applications. Our Business Objects team didn't want us installing anything other than the ITSM Universe on their server, so our users who are exclusive to the Mid Tier can't run any ad hoc reports out of Remedy. They have to go through WEBI, which isn't directly tied in to any of the ITSM applications. Personally, I'm not opposed to doing away with the WUT altogether, I just hope BMC can resolve some of the inconsistencies and issues that the Mid Tier has with reporting, ITSM popping up too many new windows, etc. before they do away with the WUT. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Monday, April 05, 2010 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Alert - will it go away with the User tool? ** I agree. We are currently on ARS 7.5 with Help Desk 6. We are currently building on our new ARS 7.5 / ITSM 7.6 environment. When we "upgrade" to the new environment our users will no longer use the WUT. One example of the cost is the ODBC driver connection information in our last deployment of WUT was only setup maybe half of the time (and I think that is generous). We receive many tickets about errors when a user tries to run a Crystal Report. The fix is easy and there is an RKM article detailing the fix but we still get tickets. These incidents are a distraction and take time away from the developer on call (we are the app admins and developers). We also have some other applications that use Crystal Reports libraries. When both this app and WUT are installed on a machine, the app that was installed first breaks. The is not an issue running Crystal Reports from the Mid-Tier. I am looking forward to moving to an all MT environment. One less moving part we have to worry about and keep updated. Also we have been taking advantage of the very cool 7.5 features that only work on the web. One caveat is that we have some power users who use the AR ODBC connector with Excel or Access. They may still the WUT just for the ODBC connection. We just purchased licenses for Analytics so this may replace what they are doing in MS apps? We'll see. Jason On Mon, Apr 5, 2010 at 8:14 AM, LJ Longwing <lj.longw...@gmail.com> wrote: ** Mark, Based on my past experience at shops that used thick client (my current position does not), the process of packaging up the user tool in whatever deployment tool you have and deploying it is tedious at best. In my current position the only thing I need to upgrade is the server and everyone automatically gets the new 'client'....it's not saying that there is no cost associated with running a Mid-Tier server, it's saying the cost of deployment/maintenance of a single server vs 100's/1000's of clients is less, and I would whole heartedly agree with them.....just my opinion at least. ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark Sent: Monday, April 05, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Alert - will it go away with the User tool? ** Interesting article. However what is the basis for this assumption? "Also, the deployment and maintenance of a traditional "thick client" increases IT costs within an organization as compared to a web client based solution. " The client does not add any addition IT cost to an organization. Forcing me to deploy a mid-tier server does. Just so you know I do have a mid-tier server, and it does have a cost. What if I did not and had no plans to deploy the mid-tier? So I would very much like to know the basis of this assumption. Thanks Mark ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Monday, April 05, 2010 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Alert - will it go away with the User tool? That question is covered in the Statement of Direction. 01-Oct-2009 (Statement of Direction) End of Life for BMC Remedy User PDF <http://documents.bmc.com/products/documents/61/94/106194/106194.pdf> * How does this affect support for the BMC Remedy Alert client? o Remedy Alert will also become unsupported in the same time frame. An alert form is provided in current versions of AR System that replicates the functionality in the web client. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, April 05, 2010 7:05 AM To: arslist@ARSLIST.ORG Subject: Remedy Alert - will it go away with the User tool? ** Does anybody know if Remedy Alert will be end-of-lifed with the User tool? Not that we use it, but just wanted to check that Guillaume _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. 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