Re: Resources Sorting in Smart IT

[Adams, Peter]

For Ticket Search, Smart IT uses Remedy AR System’s Full Text Search engine. It 
has a Relevancy Ranking algorithm which considers the Search text typed in by 
the user and the "FTS indexes" fields for Ticket Forms. The relevancy ranking 
algorithm assigns a "score" to every record searched and the search results are 
order by decreasing score value.



From: "Action Request System discussion list(ARSList)"  on 
behalf of "Brittain, Mark" 
Reply-To: "arslist@ARSLIST.ORG" 
Date: Tuesday, August 29, 2017 at 12:09 PM
To: "arslist@ARSLIST.ORG" 
Subject: Resources Sorting in Smart IT

**
Hi All

In Smart IT 1.5 when you display an Incident and select Resources you are 
presented with a list of KB articles. Does anyone know how the articles are 
sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an 
Incident for a customer, I would like the customer’s specific KB appear first. 
Any suggestions would be appreciated.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[ew_spectrum]

_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy Hosting

[Keith Sinclair]

We're running everything here on AWS for our servers and RDS for our DB here. 
So far, it's been running good and gives us full control over everything - 
which can be a good thing or bad thing!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, September 5, 2017 5:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Hosting

** Think of AWS as a virtual data center that just isn't on premise. Any 
infrastructure you build there, you own, including security, performance etc... 
so it's the same as doing an on prem install.. you're just building the servers 
on AWS. Remedy as the app itself is not built to take advantage of a lot of the 
features that AWS offers as far as auto scaling etc... but you may be able to 
leverage that when setting up the web server layers.
RoD is simply SaaS so you are bound by BMC's change control policies.
They are there so you don't screw with core infrastructure and direct DB access 
as BMC is on the hook to provide uptime. In fact the only SLA BMC has with the 
customer is for uptime so they take it very seriously.
If you plan to move to Smartit and MyIT, RoD makes sense. If you have custom 
apps where you've written optimal code, you can run it by BMC but prob easier 
to just deploy in AWS. At the very least you can take advantage of AWS's DR 
capabilities by hosting it out of their Virginia and Oregon data centers.
On Mon, Sep 4, 2017 at 10:39 PM Joe D'Souza 
> wrote:
**
I can’t say much about the costs either, but can see one soft advantage over 
RoD. RoD has a couple of operational level disadvantages wherein you are not 
permitted without seeking the express approvals from the RoD team to allow 
workflow that contains Direct SQLs and Run Process actions. While this is 
possible on RoD, one requires to go through the hurdles of seeking those 
mandatory required approvals without which those pieces of workflow containing 
those two types of actions will not be promoted to production.

Chances are AWS may not care about that..

From the best of my knowledge, BMC has those restrictions enforced for security 
reasons. So you may want to find out what kind of security measures AWS has for 
any external actions that the ARS Server is capable of executing such as Run 
Processes, Direct SQL’s or maybe even processes that use specific ports such as 
the AR Port, http or https ports used by the Mid Tier or Web Services as you 
would need those ports enabled without which you may be able to install the 
ARS, but not really be able to have your end users access it.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: Sunday, September 03, 2017 8:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Hosting

**
Hi Saji

I dont have any information on the costs however we have moved our one remedy 
instance to AWS and it has been running fine with no problems. We are running 
Remedy 9 with SQL 2016.



On Tue, Jul 18, 2017 at 6:23 PM Saji Philip 
> wrote:
**
Hello fellow Remedy chaps,


Has anyone had any experience in moving your entire instance of Remedy to the 
cloud, i.e IaaS.  Something like AWS or Azure, where your in control, but 
affords the relief of infrastructure management...

Any pain points?  If so, what the costs of hosting ( I know the human element 
is intangible)



_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_
_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"

Re: Remedy Hosting

[Tauf Chowdhury]

Think of AWS as a virtual data center that just isn't on premise. Any
infrastructure you build there, you own, including security, performance
etc... so it's the same as doing an on prem install.. you're just building
the servers on AWS. Remedy as the app itself is not built to take advantage
of a lot of the features that AWS offers as far as auto scaling etc... but
you may be able to leverage that when setting up the web server layers.
RoD is simply SaaS so you are bound by BMC's change control policies.
They are there so you don't screw with core infrastructure and direct DB
access as BMC is on the hook to provide uptime. In fact the only SLA BMC
has with the customer is for uptime so they take it very seriously.
If you plan to move to Smartit and MyIT, RoD makes sense. If you have
custom apps where you've written optimal code, you can run it by BMC but
prob easier to just deploy in AWS. At the very least you can take advantage
of AWS's DR capabilities by hosting it out of their Virginia and Oregon
data centers.

On Mon, Sep 4, 2017 at 10:39 PM Joe D'Souza  wrote:

> **
>
> I can’t say much about the costs either, but can see one soft advantage
> over RoD. RoD has a couple of operational level disadvantages wherein you
> are not permitted without seeking the express approvals from the RoD team
> to allow workflow that contains Direct SQLs and Run Process actions. While
> this is possible on RoD, one requires to go through the hurdles of seeking
> those mandatory required approvals without which those pieces of workflow
> containing those two types of actions will not be promoted to production.
>
>
>
> Chances are AWS may not care about that..
>
>
>
> From the best of my knowledge, BMC has those restrictions enforced for
> security reasons. So you may want to find out what kind of security
> measures AWS has for any external actions that the ARS Server is capable of
> executing such as Run Processes, Direct SQL’s or maybe even processes that
> use specific ports such as the AR Port, http or https ports used by the Mid
> Tier or Web Services as you would need those ports enabled without which
> you may be able to install the ARS, but not really be able to have your end
> users access it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy
> *Sent:* Sunday, September 03, 2017 8:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Hosting
>
>
>
> **
>
> Hi Saji
>
>
>
> I dont have any information on the costs however we have moved our one
> remedy instance to AWS and it has been running fine with no problems. We
> are running Remedy 9 with SQL 2016.
>
>
>
>
>
>
>
> On Tue, Jul 18, 2017 at 6:23 PM Saji Philip  wrote:
>
> **
>
> Hello fellow Remedy chaps,
>
>
>
>
>
> Has anyone had any experience in moving your entire instance of Remedy to
> the cloud, i.e IaaS.  Something like AWS or Azure, where your in control,
> but affords the relief of infrastructure management...
>
>
>
> Any pain points?  If so, what the costs of hosting ( I know the human
> element is intangible)
>
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _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"