BTW - After reading Mark Brittain's email just now, I thought you Remedy peeps would find this ironic and interesting. I was talking to a ServiceNow customer (who switched from Remedy) yesterday. They were complaining about how they added custom fields and workflow (touching the dreaded OOB script includes). Now, they are stuck on the Berlin release, but have Dublin in a sandbox environment and really want to move to it.
Then, I saw a full demonstration of their product with customizations. Since SNOW OOB only has Assigned Group and Assignee, they had to hard code additional tiers of support groups (to be fair, they probably didn't have to, but more on that later) into the Incient Management application (among dozens of other things). Next, you had to scroll up and down the page to see an Incident. Then, there were TWO rows of tabs for the additional fields... I could go on and on, but let me just say this. It reminded me exactly of Help Desk 4.0/5.0/6.0... that didn't meet the needs of the customer (large IT department)... got themselves stuck with dozens of junior ITSM consultants (there are more of these in the SNOW world)... and can't upgrade. The VERY thing that they complained about which led them to switch to ServiceNow. Lesson? BMC loses these customers because they're not nice to them... present a huge upgrade SOW (courtesy of professional services typically)... provide mediocre support (SNOW has support staff that remind me of the great Pleasanton crew that Remedy used to have). They're really helpful and basically just great at googling answers... but they're friendly and responsive. It's fascinating to watch history repeat itself. Also, a little maddening. Now, ServiceNow does have one real advantage these days. They are a PaaS compared to Remedy (not BMC Remedyforce). So, one additional lesson for the ages - WHY didn't BMC open up an app exchange (like salesforce) for Remedy and bring on the people on this list to develop (and profit from) the ARSystem community? On a positive note, I am very thankful that these kinds of gaps open up opportunities for businesses like us! So, Thank You BMC? Still, it just doesn't feel right. Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/> Main - (678) 664-ITSM [Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]<http://www.linkedin.com/in/leecullom>[Description: Description: http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]<http://twitter.com/#!/NorthcraftIT> What is Northcraft Analytics? Find out in 87 Seconds. <http://www.youtube.com/watch?v=SRNyPNK_HJc> THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES "CONFIDENTIAL INFORMATION" AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If such an agreement is in place). From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, January 22, 2014 2:38 PM To: arslist@ARSLIST.ORG Subject: Namesake Views ** HI All, The move from 6.3 (custom) to 7.6 & ITSM always seems to have more surprises than I care to sustain. Anyway, I have a monitoring tool that queries the hpd_help_desk view. The monitoring tool is granted permission to the view using the command "grant select on aradmin.hpd_help_desk to monitoringtool; Before today I did not know about these namesake views. Last night I added a field to the HPD:HelpD Desk and this query broke. Apparently there is a script that runs, deletes rather than updates the view and builds a new view. The result is any grants assigned to the view are wiped out. After that monitoring tool could not query the view and the DatabaseError: ORA-00942: table or view does not exist was being returned. One solution would be to grant the permission the monitoring tool anytime the view is rebuilt. Not my favorite approach. Has anyone run into this and come up with a better solution? ARS 7.6.04 ITSM 7.6.04 Oracle 11 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation, Continual Service Improvement NaviSite, Inc. - A Time Warner Cable Company mbritt...@navisite.com<mailto:mbritt...@navisite.com> Office: 315.634.9337 Mobile: 315.882.5360 [navsig] ________________________________ This E-mail and any of its attachments may contain Time Warner Cable proprietary information, which is privileged, confidential, or subject to copyright belonging to Time Warner Cable. This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this E-mail is strictly prohibited and may be unlawful. If you have received this E-mail in error, please notify the sender immediately and permanently delete the original and any copy of this E-mail and any printout. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
<<inline: image002.jpg>>
<<inline: image003.jpg>>
<<inline: image004.gif>>
