Re: Anybody still doing Custom Development?

[Adams, Peter]

Let me comment on this from a BMC product management perspective, as I’ve seen 
a lot of speculation around the BMC strategy in this area.


  *   With digital transformation initiatives going on in many organizations, 
there is a continued demand in the market for “build” capabilities. Software 
solutions & service created as part of these digital transformation initiative 
need to be innovative and differentiating by nature, and that can often not 
solely be covered by “out of the box” capabilities. Clearly, there are various 
options how to do this “build” (from “no code” to “pro code”), but for me it’s 
clear that “builders” continue to be in demand.
  *   If you started to build a new solution from scratch, BMC has a 
world-class rapid development environment in the cloud with BMC Helix Platform 
(Innovation Suite). We continue to see customers and partners build very 
interesting new solutions on this platform at a very high speed. If you haven’t 
looked at this offering, I definitely recommend to check out 
https://developers.bmc.com/. The latest version of BMC Helix Platform cannot 
just integrate with existing AR System based solutions via API, but you can 
also define AR System forms as external 
records,
 so that you easily build innovation on top of your existing AR System 
investment.
  *   We continue to a significant portion of our ITSM customer base being 
interested in tailoring or extending our ITSM solution, even though we continue 
to deliver the industry’s most robust ootb ITSM functionality (see recent 
Gartner ITSM Critical Capabilities report). It’s a result of the fact that we 
are supporting some of the largest, most complex and most demanding companies 
and government organizations in the world.   Therefore we continue to consider 
this development / tailoring capability in our ITSM solution as very important. 
We also have a number of customer who have invested quite significantly in 
custom solutions built on AR System, and we plan to continue to serve them, 
because a transition to a BMC Helix Platform based solution may take a while. 
Therefore we do plan to continue to enhance our platform capabilities in the 
development area as well.
  *   We have invested in the past in enhancements to AR System’s DevStudio. 
Not in every release at the same level – sometimes the focus had shifted on to 
other investment areas, such as operations/administration of the platform – but 
there are a number of new capabilities in DevStudio, such as the new option to 
call 3rd-party REST API or the integration of DevStudio with RSSO. And in fact, 
we do plan to further invest here in the near future. Unfortunately I cannot 
share details about the future outside of roadmap briefing. But I can certainly 
say that the AR System platform, incl. it’s development capabilities, is 
certainly still very relevant for BMC and that it continues to see investment.

Hope that helps,

Peter Adams


From: ARSList  on behalf of Jason Miller 

Reply-To: ARSList 
Date: Wednesday, November 27, 2019 at 11:44 AM
To: "arslist@arslist.org" 
Subject: [EXTERNAL] Anybody still doing Custom Development?

Hello my Lister family! As the list comes to a close in the near future I 
figured I would send my final post (in a non List admin role). I have two 
intentions with this post... One to have a final discussion regarding 
development on the AR System platform and 2) looking to find work doing AR 
System development or any Remedy work for that matter.

1)
It has been years since our beloved List buzzed with posts from people sharing 
what they are building, how they are creatively enhancing ITSM (or building 
their own). We all experienced the transition from "we can build whatever the 
business needs on Remedy" to "we want ITSM out of the box." BMC stopped 
promoting Remedy as a platform to build your own solutions on years ago 
(actually, did they ever or was that left over from Remedy Corp?). 
Understandably many organizations had the desire to move to a packaged product 
that was supported and maintained by a vendor. I can't fault them.

But I miss the creativity, the ingenuity, the excitement, and the reward of 
creating solutions (both ITSM related not ITSM related). Does this still exist 
anywhere?

Even though I left my original Remedy home (Sharp HealthCare) a few years ago 
to relocate in Austin, the writing was on the wall there as well. I spent my 
last few years there building a lightweight ITSM suite from the ground up 
(because OOTB ITSM was too rigid and burdensome for that organization). However 
they are just about to go-live with Ivanti Service Manager, out of the box, no 
"customization". We had a history of building all kinds of business solutions, 
some not even IT related. Those will all go away when they retire their Remedy 
environment. Another Remedy shop where creativity and rapid development 

Re: Re: Re: CLOB search

[Adams, Peter]

In general, it’s pricing model dependent.

However, I should have qualified my earlier statement: the “no extra cost” in 
the newer pricing models applies only, if you are on versions 7.6.03 or higher, 
which hopefully everyone is.
Has nothing to do with Hub & Spoke. If you recall, in 7.6.03 we made a change 
in technology around FTS – moving to Lucene.

Peter


From: ARSList  on behalf of LJ LongWing 

Reply-To: ARSList 
Date: Friday, May 10, 2019 at 6:55 AM
To: ARSList 
Subject: [EXTERNAL] Re: Re: CLOB search

Peter,
Thank you for thatI thought that the FTS got included with the specific 
version of Remedy where 'Hub and Spoke' model was introducedthanks for the 
clarification.

On Fri, May 10, 2019 at 7:47 AM Adams, Peter 
mailto:peter_ad...@bmc.com>> wrote:
About FTS pricing:

That depends on the pricing model that you’re using to license Remedy.
The vast majority of our customers are on one of solution pricing models that 
were first introduced in 2007. For those customers, FTS is no extra cost.
Only the few customers that remain on the very original pricing model for 
Remedy – sometimes referred to as “green pricing” – would have to purchase 
separate licenses for FTS.

Peter


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Thomas Miskiewicz mailto:tmisk...@gmail.com>>
Reply-To: ARSList mailto:arslist@arslist.org>>
Date: Friday, May 10, 2019 at 6:30 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] Re: CLOB search

Does FTS cost extra? What’s the downside/ drawbacks?

On 10. May 2019, at 15:25, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
If you have a CLOB, performance of searches is going to suck if doing it 
directly at the DB level, if it's even possibleadding FTS to the field 
indexes the field with a lucene index (FTS flat file), and a query against that 
field doesn't go to the DB, instead it does the flatfile index search, which is 
significantly more efficient and quicker than a db search

So...yes it's avoidable if you don't want to take advantage of the things that 
fts gives youbut your options of improving the effort with the DB when 
searching a CLOB are very limited...

On Fri, May 10, 2019 at 7:07 AM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Is FTS avoidable?

On May 10, 2019, at 3:03 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:

Would FTS help you in any way?  I know it would help, but the question is are 
you willing to make that change.

On Fri, May 10, 2019 at 6:53 AM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Hi All

we had to increase the size of a char field to over 4000 with huge performance 
degradation when using this field for search.

Does anyone know how to heal this? Would the Oracle 12 Text Option help?


Thomas
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Re: Re: CLOB search

[Adams, Peter]

About FTS pricing:

That depends on the pricing model that you’re using to license Remedy.
The vast majority of our customers are on one of solution pricing models that 
were first introduced in 2007. For those customers, FTS is no extra cost.
Only the few customers that remain on the very original pricing model for 
Remedy – sometimes referred to as “green pricing” – would have to purchase 
separate licenses for FTS.

Peter


From: ARSList  on behalf of Thomas Miskiewicz 

Reply-To: ARSList 
Date: Friday, May 10, 2019 at 6:30 AM
To: ARSList 
Subject: [EXTERNAL] Re: CLOB search

Does FTS cost extra? What’s the downside/ drawbacks?

On 10. May 2019, at 15:25, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
If you have a CLOB, performance of searches is going to suck if doing it 
directly at the DB level, if it's even possibleadding FTS to the field 
indexes the field with a lucene index (FTS flat file), and a query against that 
field doesn't go to the DB, instead it does the flatfile index search, which is 
significantly more efficient and quicker than a db search

So...yes it's avoidable if you don't want to take advantage of the things that 
fts gives youbut your options of improving the effort with the DB when 
searching a CLOB are very limited...

On Fri, May 10, 2019 at 7:07 AM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Is FTS avoidable?


On May 10, 2019, at 3:03 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:

Would FTS help you in any way?  I know it would help, but the question is are 
you willing to make that change.

On Fri, May 10, 2019 at 6:53 AM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Hi All

we had to increase the size of a char field to over 4000 with huge performance 
degradation when using this field for search.

Does anyone know how to heal this? Would the Oracle 12 Text Option help?


Thomas
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Re: Re: Re: How to consume Rest API within BMC Remedy version 9.1.04 ?

[Adams, Peter]

Unfortunately, I can’t make public comments about delivery timeline.

Peter


From: ARSList  on behalf of Dinesh Gottipati 

Reply-To: ARSList 
Date: Tuesday, March 19, 2019 at 2:06 PM
To: ARSList 
Subject: [EXTERNAL] Re: Re: How to consume Rest API within BMC Remedy version 
9.1.04 ?

Thanks Peter.

Any chances of getting in next 19.x release ? or any near future please..

On Tue, Mar 19, 2019 at 11:41 PM Adams, Peter 
mailto:peter_ad...@bmc.com>> wrote:
With LJ’s plugin or a self-developed plug-in, it’s certainly possible to do 
this today in Remedy
But we do have it on the roadmap to deliver something more ootb.
Please also see https://communities.bmc.com/ideas/15246

Peter


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Dinesh Gottipati 
mailto:dineshchowdary.gottip...@gmail.com>>
Reply-To: ARSList mailto:arslist@arslist.org>>
Date: Tuesday, March 19, 2019 at 10:23 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] Re: How to consume Rest API within BMC Remedy version 
9.1.04 ?

Thanks Everyone for the response.

Just wanted to check, Is there any possibility of BMC to productize the 
consumption of REST webservice in the future versions ?
(or) something factored in 18.x or 19.x versions ?

Regards,
Dinesh

On Tue, Mar 19, 2019 at 9:50 PM Lippincott, Levi (OMA-GIS) 
mailto:levi.lippinc...@interpublic.com>> wrote:
LJ’s plugin is very useful. You can utilize Spoon if you have Atrium installed 
to consume a REST service. It is much more difficult than LJ’s plugin though. 
That plugin is very nice.

Levi Lippincott / Associate Remedy Developer

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Walters, Mark
Sent: Tuesday, March 19, 2019 10:24 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] RE: How to consume Rest API within BMC Remedy version 
9.1.04 ?

There is no BMC provided feature to consume a REST webservice but there is a 
3rd party option – see 
http://remedylegacy.com/tools/restful-api-plugin/<https://urldefense.proofpoint.com/v2/url?u=http-3A__remedylegacy.com_tools_restful-2Dapi-2Dplugin_&d=DwMGaQ&c=Ftw_YSVcGmqQBvrGwAZugGylNRkk-uER0-5bY94tjsc&r=DnVIGSEzlRIXfZATPlRnwApWkmEhQz97sCzMg1WKoKg&m=2g3GAjANnFjrVZTUbfYEBjwAvKt9Fa2okr9hyaPHKas&s=FQEA-jH1UCutcS8977pb-o3SRRz6RmaWK53xUplP4ac&e=>

Mark

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Dinesh Gottipati
Sent: 19 March 2019 15:10
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] How to consume Rest API within BMC Remedy version 9.1.04 ?

  Hi Experts,

We have a requirement to consume REST API for B2B Integration.  Can you please 
assist.
I have already gone through 
the<https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_docs_DOC-2D48676&d=DwMGaQ&c=Ftw_YSVcGmqQBvrGwAZugGylNRkk-uER0-5bY94tjsc&r=DnVIGSEzlRIXfZATPlRnwApWkmEhQz97sCzMg1WKoKg&m=2g3GAjANnFjrVZTUbfYEBjwAvKt9Fa2okr9hyaPHKas&s=1fKNvY9SlID0p2-f1E1g3iGOdB8vqXCbHFc7D9BmPs0&e=>
 documentation,  but couldn't see the way to consume..

Also, from communities I understand there are no OOTB ways to consume, so any 
option that you have or other solution which can help ?

Regards,
Dinesh
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
1927903 The content of this email is confidential. If you are not the 
addressee, you may not distribute, copy or disclose any part of it. If you 
receive this message in error, please delete this from your system and notify 
the sender immediately.
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
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Re: Re: How to consume Rest API within BMC Remedy version 9.1.04 ?

[Adams, Peter]

With LJ’s plugin or a self-developed plug-in, it’s certainly possible to do 
this today in Remedy
But we do have it on the roadmap to deliver something more ootb.
Please also see https://communities.bmc.com/ideas/15246

Peter


From: ARSList  on behalf of Dinesh Gottipati 

Reply-To: ARSList 
Date: Tuesday, March 19, 2019 at 10:23 AM
To: ARSList 
Subject: [EXTERNAL] Re: How to consume Rest API within BMC Remedy version 
9.1.04 ?

Thanks Everyone for the response.

Just wanted to check, Is there any possibility of BMC to productize the 
consumption of REST webservice in the future versions ?
(or) something factored in 18.x or 19.x versions ?

Regards,
Dinesh

On Tue, Mar 19, 2019 at 9:50 PM Lippincott, Levi (OMA-GIS) 
mailto:levi.lippinc...@interpublic.com>> wrote:
LJ’s plugin is very useful. You can utilize Spoon if you have Atrium installed 
to consume a REST service. It is much more difficult than LJ’s plugin though. 
That plugin is very nice.

Levi Lippincott / Associate Remedy Developer

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Walters, Mark
Sent: Tuesday, March 19, 2019 10:24 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] RE: How to consume Rest API within BMC Remedy version 
9.1.04 ?

There is no BMC provided feature to consume a REST webservice but there is a 
3rd party option – see 
http://remedylegacy.com/tools/restful-api-plugin/

Mark

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Dinesh Gottipati
Sent: 19 March 2019 15:10
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] How to consume Rest API within BMC Remedy version 9.1.04 ?

  Hi Experts,

We have a requirement to consume REST API for B2B Integration.  Can you please 
assist.
I have already gone through 
the
 documentation,  but couldn't see the way to consume..

Also, from communities I understand there are no OOTB ways to consume, so any 
option that you have or other solution which can help ?

Regards,
Dinesh
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
1927903 The content of this email is confidential. If you are not the 
addressee, you may not distribute, copy or disclose any part of it. If you 
receive this message in error, please delete this from your system and notify 
the sender immediately.
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message. If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message. Thank you very much.
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Re: Re: DWP License Clarification

[Adams, Peter]

For those employees who use DWP to submit requests / review knowledge / etc., 
you only need to purchase DWP named user licenses.  No need for purchasing 
Remedy user license.
Now, some of the users who work with DPW may happen to have a Remedy user 
license – IT users also need to submit requests occasionally. But it’s not 
required that they have a Remedy license.

Peter


From: ARSList  on behalf of Dinesh Gottipati 

Reply-To: ARSList 
Date: Saturday, February 23, 2019 at 9:36 AM
To: ARSList 
Subject: [EXTERNAL] Re: DWP License Clarification

Thanks Peter.

Let’s say if I’m rolling out DWP A for x number named Users, will be it be like 
x number of read licenses to be added ?
Does BMC charge only for those names user licenses ?

Or Can we use unlimited read licenses ?

Regards,
Dinesh

On Sat, 23 Feb 2019 at 10:41 PM, Adams, Peter 
mailto:peter_ad...@bmc.com>> wrote:
BMC offers the Digital Workplace capabilities in two commercial variations for 
on-premise deployments:

  *   BMC Digital Workplace Basic
  *   BMC Digital Workplace Advanced
Catalog Manager is a technical component, but is part of DWP-Advanced offering.
These capabilities are licensed per named user (no base license needed), and 
can be purchased via perpetual or subscription pricing model.

Of course, users can be working concurrently in Digital Workplace, but the 
licensing is based on named users.
If this model does not work will for your use case, please contact your BMC 
account manager or partner.

In SaaS deployment model, BMC offers only BMC Helix Digital Workplace Advanced 
as standalone option, and only via subscription pricing.
Customers who have a BMC Helix Remedy subscription get the entitlement to use 
the same capabilities that you get with Digital Workplace Basic.
The user capacity for this DWP-Basic entitlement depends on how many user 
license subscriptions of BMC Helix Remedy you buy. Additional capacity can be 
purchased.

Business users (employees) who work with BMC Digital Workplace to submit 
request, review knowledge, … don’t need a Remedy user license.
Only DWP catalog managers / DWP administrators need such a Remedy fixed user 
license.
As you can see at 
https://docs.bmc.com/docs/display/dwpadv1902/License+entitlements, three fixed 
Remedy platform user licenses are part of the DWP Advanced offering.
Additional ones can be purchased.

Hope that helps,

Peter



From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Dinesh Gottipati 
mailto:dineshchowdary.gottip...@gmail.com>>
Reply-To: ARSList mailto:arslist@arslist.org>>
Date: Friday, February 22, 2019 at 10:05 PM
To: "arslist@arslist.org<mailto:arslist@arslist.org>" 
mailto:arslist@arslist.org>>
Subject: [EXTERNAL] DWP License Clarification

Hi Experts,

Can you please help me with DWP license model ?

My understanding, BMC offers 3 products –


1)  DWP Basic

2)  DWP Advanced

3)  DWP Catalog Manager


1)  Does individual DWP B or A server needs exclusive permanent license ?

2)  Concurrent sessions are possible as documented. Let’s say our user base 
is 100K and expected to have 10%(10k) concurrent connections, will all of them 
have to be a fixed license ? or active user (floating) license ?

3)  Does DWP catalog server needs an explicit license ?

4)  From the document, I learnt – users accessing DWP catalog needs fixed 
license, Is AR Fixed license enough ? or does DWP catalog needs separate Fixed 
license?


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Re: DWP License Clarification

[Adams, Peter]

BMC offers the Digital Workplace capabilities in two commercial variations for 
on-premise deployments:

  *   BMC Digital Workplace Basic
  *   BMC Digital Workplace Advanced
Catalog Manager is a technical component, but is part of DWP-Advanced offering.
These capabilities are licensed per named user (no base license needed), and 
can be purchased via perpetual or subscription pricing model.

Of course, users can be working concurrently in Digital Workplace, but the 
licensing is based on named users.
If this model does not work will for your use case, please contact your BMC 
account manager or partner.

In SaaS deployment model, BMC offers only BMC Helix Digital Workplace Advanced 
as standalone option, and only via subscription pricing.
Customers who have a BMC Helix Remedy subscription get the entitlement to use 
the same capabilities that you get with Digital Workplace Basic.
The user capacity for this DWP-Basic entitlement depends on how many user 
license subscriptions of BMC Helix Remedy you buy. Additional capacity can be 
purchased.

Business users (employees) who work with BMC Digital Workplace to submit 
request, review knowledge, … don’t need a Remedy user license.
Only DWP catalog managers / DWP administrators need such a Remedy fixed user 
license.
As you can see at 
https://docs.bmc.com/docs/display/dwpadv1902/License+entitlements, three fixed 
Remedy platform user licenses are part of the DWP Advanced offering.
Additional ones can be purchased.

Hope that helps,

Peter



From: ARSList  on behalf of Dinesh Gottipati 

Reply-To: ARSList 
Date: Friday, February 22, 2019 at 10:05 PM
To: "arslist@arslist.org" 
Subject: [EXTERNAL] DWP License Clarification

Hi Experts,

Can you please help me with DWP license model ?

My understanding, BMC offers 3 products –


1)  DWP Basic

2)  DWP Advanced

3)  DWP Catalog Manager


1)  Does individual DWP B or A server needs exclusive permanent license ?

2)  Concurrent sessions are possible as documented. Let’s say our user base 
is 100K and expected to have 10%(10k) concurrent connections, will all of them 
have to be a fixed license ? or active user (floating) license ?

3)  Does DWP catalog server needs an explicit license ?

4)  From the document, I learnt – users accessing DWP catalog needs fixed 
license, Is AR Fixed license enough ? or does DWP catalog needs separate Fixed 
license?


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Re: Remedy <-> Jira

[Adams, Peter]

I can’t comment on the pricing.  I suggest to work with BMC sales team or 
partner.

Yes, it works with Remedy ITSM on-premise and SaaS, and with Jira on-premise 
and SaaS.

Peter


From: ARSList  on behalf of Carl Wilson 

Reply-To: ARSList 
Date: Wednesday, January 30, 2019 at 3:57 PM
To: ARSList 
Subject: Re: Remedy <-> Jira

Hi Peter,
I have a customer interested in this, so have a few questions if I may:

- Can you let us know how this is licensed i.e. do you pay for the Helix 
application as a separate application?
- Does it work with on premise ITSM installs to cloud, cloud only, or can you 
mix and match i.e. on premise ITSM > Integration Management (Helix) > on 
premise Jira?
- Are there transaction based limits i.e. X amount of transactions per month 
for a set fee, then Y amount above this limit?
- Does this use a "polling" system to pick up transactions, or is it real time 
transaction processing?


Cheers,
Carl
On Wed, 30 Jan 2019, 23:33 Adams, Peter, 
mailto:peter_ad...@bmc.com>> wrote:
Before you embark building this, using the rich set of integration options 
available with Remedy, I suggest that you check out the new out-of-the-box 
solution available for Remedy ITSM – Jira integrations:
BMC Helix Multi-Cloud Service Management  
https://www.bmc.com/it-solutions/multi-cloud-service-management.html

  *   Covers incidents, changes, problems and in upcoming release also workorder
  *   Bi-directional integration, i.e. integration can be triggered on either 
side
  *   Data driven trigger, i.e. you define the conditions which trigger the 
integration flow
  *   Automated sync of status, comments, attachments
  *   Mapping of multiple Jira user stories into one change request possible
  *   Has full UI integration with Smart IT, not just data exchange
  *   Very easily configurable (flow, field mappings, …) with no-code approach
  *   Can support multiple Jira instances
  *   Reporting option available
Plus, you can use the same solution also for many other integration use cases 
(ticket brokering, ticket consolidation)

Note: for BMC Digital Workplace Advanced, there is also an option to directly 
integrate with Jira from the request fulfillment process.
You can use this to create a Jira issue automatically as a result of a service 
request submittal.

Hope that helps,

Peter


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of BradRemedy mailto:bradrem...@gmail.com>>
Reply-To: ARSList mailto:arslist@arslist.org>>
Date: Wednesday, January 30, 2019 at 2:44 PM
To: ARSList mailto:arslist@arslist.org>>
Subject: Remedy <-> Jira

Hello everyone

How are things going ? 2019 off to a good start ?

I have been tasked with establishing a full integration between JIRA and Remedy 
(MYIT / ITSM). We are currently running Remedy 9.1 , ITSM 8.1 and MYIT 3.4 and 
while we do have plans this year to upgrade all our modules to the latest 
remedy versions, I need to determine how much work / effort is involved in 
getting a complete integration between these 2 keys systems with the current 
versions that we have. We understand that we might need to re-work some of the 
integrations as we upgrade - however as long as we have a starting point then 
we are good.

So my initial thought it so have the following integration and it is a bit high 
level however it is a starting point:

1. Requester logs into MYIT and logs a request for a issue that they are 
experiencing. This in turn logs a Incident which is assigned to a support group;

2. The support group determines that this is a BUG and can either assign a 
incident to a development  team or they can create a task in the Incident and 
assign it to the development team;
(If so required, we could also get the MYIT Request to push directly to JIRA if 
no Incident is needed)

3. Remedy has workflow that is setup to push any tickets assigned to that 
development team to a JIRA storyboard;

4. When successfully created, a JIRA reference number is pushed back to Remedy 
and updated on the ticket thus a relationship between the 2 systems;

5. As the JIRA moves through the different life-cycles, the ticket status in 
Remedy is updated;

6. Any Information or notes added in JIRA are also pushed back to the Remedy 
ticket which in turn are pushed to MYIT (If Public Work info's) so the 
requester is kept updated;

7. Likewise, any work info's added in Remedy need to be pushed back to JIRA to 
keep the developer updated;

8. When the JIRA ticket is completed, we can then automatically log a change 
request in Remedy, associated it to the JIRA ticket and also associated the 
change request to the logged Incident. This will let the Requester know that 
there is a scheduled release date etc;

9. Once the bug fix code is deployed, the JIRA task is closed (Completed), 
which in turn completes all associated Remedy tickets (Incident, Tasks, Change 
Requests) with a final work info update to MYIT

Re: Remedy <-> Jira

[Adams, Peter]

Before you embark building this, using the rich set of integration options 
available with Remedy, I suggest that you check out the new out-of-the-box 
solution available for Remedy ITSM – Jira integrations:
BMC Helix Multi-Cloud Service Management  
https://www.bmc.com/it-solutions/multi-cloud-service-management.html

  *   Covers incidents, changes, problems and in upcoming release also workorder
  *   Bi-directional integration, i.e. integration can be triggered on either 
side
  *   Data driven trigger, i.e. you define the conditions which trigger the 
integration flow
  *   Automated sync of status, comments, attachments
  *   Mapping of multiple Jira user stories into one change request possible
  *   Has full UI integration with Smart IT, not just data exchange
  *   Very easily configurable (flow, field mappings, …) with no-code approach
  *   Can support multiple Jira instances
  *   Reporting option available
Plus, you can use the same solution also for many other integration use cases 
(ticket brokering, ticket consolidation)

Note: for BMC Digital Workplace Advanced, there is also an option to directly 
integrate with Jira from the request fulfillment process.
You can use this to create a Jira issue automatically as a result of a service 
request submittal.

Hope that helps,

Peter


From: ARSList  on behalf of BradRemedy 

Reply-To: ARSList 
Date: Wednesday, January 30, 2019 at 2:44 PM
To: ARSList 
Subject: Remedy <-> Jira

Hello everyone

How are things going ? 2019 off to a good start ?

I have been tasked with establishing a full integration between JIRA and Remedy 
(MYIT / ITSM). We are currently running Remedy 9.1 , ITSM 8.1 and MYIT 3.4 and 
while we do have plans this year to upgrade all our modules to the latest 
remedy versions, I need to determine how much work / effort is involved in 
getting a complete integration between these 2 keys systems with the current 
versions that we have. We understand that we might need to re-work some of the 
integrations as we upgrade - however as long as we have a starting point then 
we are good.

So my initial thought it so have the following integration and it is a bit high 
level however it is a starting point:

1. Requester logs into MYIT and logs a request for a issue that they are 
experiencing. This in turn logs a Incident which is assigned to a support group;

2. The support group determines that this is a BUG and can either assign a 
incident to a development  team or they can create a task in the Incident and 
assign it to the development team;
(If so required, we could also get the MYIT Request to push directly to JIRA if 
no Incident is needed)

3. Remedy has workflow that is setup to push any tickets assigned to that 
development team to a JIRA storyboard;

4. When successfully created, a JIRA reference number is pushed back to Remedy 
and updated on the ticket thus a relationship between the 2 systems;

5. As the JIRA moves through the different life-cycles, the ticket status in 
Remedy is updated;

6. Any Information or notes added in JIRA are also pushed back to the Remedy 
ticket which in turn are pushed to MYIT (If Public Work info's) so the 
requester is kept updated;

7. Likewise, any work info's added in Remedy need to be pushed back to JIRA to 
keep the developer updated;

8. When the JIRA ticket is completed, we can then automatically log a change 
request in Remedy, associated it to the JIRA ticket and also associated the 
change request to the logged Incident. This will let the Requester know that 
there is a scheduled release date etc;

9. Once the bug fix code is deployed, the JIRA task is closed (Completed), 
which in turn completes all associated Remedy tickets (Incident, Tasks, Change 
Requests) with a final work info update to MYIT for the requester to see.

How does the above sound ? Have I missed anything ?
The key for us is that the 2 systems need to be very interactive with each 
other as we don't want the development team having to use 2 different systems 
to do their work. Likewise, we don't want our end users having to log requests 
in 2 different systems.

The key thing is automation and ease of use.

Has anyone done anything similar in their company? If so, please can you share 
how you did it, what challengers you faced or if there are any articles / 
whitepapers you recommend I read so that we can get this requirement out as 
efficiently as possible.

Any assistance or advice would be greatly appreciated.

Regards
Brad
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Re: BMC Remedy Decommissioning Process

[Adams, Peter]

I highly recommend that you check with your BMC or partner sales representative 
about this scenario.

If you want to continue to run the Remedy ITSM / Remedy AR System platform 
software and access the data in read-only mode, then you still need to follow 
certain rules and think about certain best practices.
Ultimately, it boils down to how important this “data retention” policy is for 
your company.
Yes, perpetual licenses can be used in perpetuity (as the name states), but 
there are other points to consider.

  1.  Not in all pricing models we have used over the years can users access 
Remedy ITSM for free in read-only mode
  2.  For sure you need some administrator licenses to operate the solution. 
What if the HW fails? What if the configuration needs to be changed?  Those 
admins needs to have a named user license (which you likely already own)
  3.  What if there’s a security issue?  What if users start using newer 
browser versions?  Keeping a small user footprint with support, so that SW 
updates are accessible, is something that some customers have done in this 
scenario.

BTW, unlicensed system (for demo) has a restriction in # of records.

Peter


From: ARSList  on behalf of Dave Shellman 

Reply-To: ARSList 
Date: Monday, November 26, 2018 at 4:37 AM
To: ARSList 
Subject: Re: BMC Remedy Decommissioning Process

Good day Sriram

You should be able to access the data using read licenses.  Especially since no 
changes will be made.

Dave

On Mon, Nov 26, 2018 at 5:50 AM sriram pm 
mailto:ramjavas...@gmail.com>> wrote:
Hi Misi,

We have already moved to a different ITSM Tool.  The licensing completes by Dec 
2018 and we have already stopped using the tool. We want only the read-only 
archival data as per the company data retention policy.  We would remove all 
the paid licenses and hold only the demo license for retrieving the archived 
data. I remember when I worked for other companies they used to have the Remedy 
Server running in a read only mode with the demo license in place for pulling 
archived data.
Just wanted to confirm/understand whether this policy with BMC is still valid 
or not.

Regards,
Sriram.


On Mon, Nov 26, 2018 at 2:30 PM Misi Mladoniczky 
mailto:m...@rrr.se>> wrote:
Hi,

I thought that you might even continue to use the licenses you have on your 
server and just stop paying support. You will then not be able to get upgrades, 
support or new license keys if you need to reinstall.

Another solution is to dump out the data to ARX-files and convert these to 
HTML-pages where you can then review data there if you need to.

I have created a set of free tools to accomplish exactly this task:
- RRR|Chive to dump data to ARX-files: 
https://rrr.se/cgi/index?pg=chive
- RRR|ArxToHtml to convert the ARX-files and Form Definitions to crude 
HTML-pages that you store on a file share: 
https://rrr.se/cgi/tools/main?tool=rrrArxToHTML

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se




November 26, 2018 8:33 AM, "sriram pm" 
mailto:%22sriram%20pm%22%20%3cramjavas...@gmail.com%3E>> 
wrote:

Hi Experts,

Query regarding BMC Remedy Decommissioning. As part of the data retention 
policy we need to retain the data. In my previous organizations they used to 
remove the all the paid licenses from remedy and server will run with the 
standard demo licenses. This demo login would be used to pull data from remedy 
based on requirements from the users.

Just wanted to confirm whether this decommissioning process is still 
applicable. If not please let me know the current process.

Thank you,

Sriram.
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Re: Java 9 or later for Remedy?

[Adams, Peter]

For Remedy we are on a 6-month release cadence. Last release was in Aug 2018, 
and next release is planned for end of February.
Java 11 support is a topic we are discussing, as stated at 
https://communities.bmc.com/docs/DOC-108051
We plan to provide additional details about our plans for Remedy soon.

Peter

Sr. Director, Product Management
Remedy



From: ARSList  on behalf of Misi Mladoniczky 

Reply-To: ARSList 
Date: Wednesday, October 10, 2018 at 7:12 AM
To: ARSList 
Subject: Re: Java 9 or later for Remedy?

Hi,

Thank you for the information.

We now have Java 11 I guess, so I guess it is time for Remedy to move on...

A customer of mine is concerned by the fact that the cost of using Java 8 will 
increase significantly after January 2018 which seems to be corroborated to 
some extent by the Oracle web site: 
https://www.oracle.com/technetwork/java/javase/eol-135779.html

So when is the next release of Remedy due, and are they working on Java 11 
support?

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se




October 10, 2018 2:20 PM, "Walters, Mark" 
mailto:%22Walters,%20mark%22%20%3cmark_walt...@bmc.com%3e>>
 wrote:

Yes, the server won’t start Java 9 for some reason and, as both 9 and 10 are 
short term support versions, I don’t think there’s going to be much effort to 
fix this. My understanding is that changes will be made for Java 11 in a future 
release.

Mark

From: ARSList 
[mailto:arslist-boun...@arslist.org] 
On Behalf Of Misi Mladoniczky
Sent: 10 October 2018 13:06
To: arslist@arslist.org
Subject: Java 9 or later for Remedy?

Hi,

The compatibility matrix for version 18.08 of Remedy AR System Server states 
that:
"Java 9 (or higher) is not supported for any version of Remedy AR System across 
any platform/operating system."

Has anyone tried to run it on version 9 (or higher)?

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se
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Re: BMC Remedy Helix - is it really a thing?

[Adams, Peter]

There are incentives, if customers are interested to move their on-premise 
Remedy deployment to the cloud with BMC Helix Remedy.
Please contact your BMC account manager or partner contact, if you want to 
learn more.

I don’t understand how you get to the conclusion about “not ready for wider 
distribution”.  Remedy has been offered as SaaS in the cloud for more than 8 
years now, so we have lots of experience with it.
We have 100s of customers using the benefits of Remedy via SaaS service w/o the 
effort of operating the infrastructure, doing upgrades, etc.  We have a 
world-class cloud operations team, as confirmed by many customer audits.
Yes, with BMC Helix there are some exciting new capabilities – for example, we 
now also allow companies to get this SaaS service in a market-leading public 
cloud (e.g. AWS), and we are adding new cognitive capabilities.
If there was a bit of misunderstanding in the community around what Docker 
deployment means, which my last post hopefully was able to clarify, then that 
doesn’t mean it’s not ready for wider distribution.

Peter Adams
Remedy Product Management
BMC Software


From: ARSList  on behalf of Terje Moglestue 

Reply-To: ARSList 
Date: Wednesday, July 25, 2018 at 7:53 AM
To: ARSList 
Subject: RE: BMC Remedy Helix - is it really a thing?

Mike,
I agree. There should have been some incentives for existing customer to review 
or take BMC Remedy Helix is use. It might all come down to how good you are to 
negotiate with your BMC Account manager, how much effort you are prepared to 
put in and simply who you are.

Reading between the lines, the product, BMC Support, BMC’s organisation might 
not be ready for a wider distribution. Time will tell.
~
Terje
Consultant



From: ARSList  On Behalf Of Mike Gould
Sent: 13 July 2018 17:04
To: ARSList 
Subject: Re: BMC Remedy Helix - is it really a thing?

Had a call with our sales rep. about Helix last week. They barely could tell me 
anything more than what was in the marketing materials on the website. It’s 
docker (and another container vendor) containers of each of the different 
product lines. They currently only have one for ARS/ITSM for AWS ready to go. 
There are separate containers for SmartIT/DWP, Business Workflows, Innovation 
Suite, Discovery, etc for either AWS or Azuze but won’t start becoming 
available until later this year or next.  I’m guessing there will be separate 
containers for not only the cloud vendors but for each of the various supported 
OS/DB combinations. They have no technical  and support documentation available 
or my rep. didn’t know where it was and said they would find out and send when 
ready.   If you are an on premise customer like us, this is NOT free, and BMC 
will charge for the Helix platform. I’m waiting on a quote to see how much. 
This sounds promising but seems very incomplete and immature based on my 
initial conservation with sales.

Mike Gould
US House of Representatives

On Jul 13, 2018, at 11:04 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms
Sent from my iPhone

On Jul 13, 2018, at 10:58 AM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers
On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
mailto:arslist@arslist.org>> wrote:

Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.

Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.

Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP (Digital 
Work Place).


Sent from my iPhone

On Jul 13, 2018, at 10:45, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
I think the big changes are with the way it’s deployed and DB options. I work 
at AWS now and I believe Helix can be installed against Aurora DB, and can also 
be containerized. Not sure if that’s kubernetes or docker or what.
Sent from my iPhone

On Jul 13, 2018, at 10:40 AM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:
Have you seen this post?   
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers

"BMC Helix is our common brand for the suite of SaaS offerings centered around 
Remedy,
 Business 
Workflows,
 Digital 
Workplace,
 
Discovery

Re: BMC Remedy Helix - is it really a thing?

[Adams, Peter]

Just wanted to quickly point out that I added some comments to the discussion 
at 
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers#comment-124055

As in the community post, I would like to emphasize that BMC Helix is the brand 
for BMC's innovative new SaaS offerings for service management. So, the 
containerized-version of Remedy software is currently operated only by BMC, as 
part of the SaaS service. It is not available for customer download, and that’s 
why there is very little documentation. That was a conscious decision, because 
we wanted to have this fully built out and have best practices well defined, 
before we expose it to the control of our customers, who will then be able to 
run in your own data center or in public cloud (under their own control). There 
won’t be multiple containers per OS / per cloud vendor, but there are indeed 
multiple containers for the Remedy software (server, mid-tier, plug-ins, RSSO, 
Smart IT, …) as well as other BMC solutions. This “decomposition” is part of 
the design work, as we want to enable our own SaaS operations team (and later 
on our customers) to scale out certain components independently.

Containerized version of Remedy for on-premise customers is planned to be made 
available at a later time.

Peter


From: ARSList  on behalf of Mike Gould 

Reply-To: ARSList 
Date: Friday, July 13, 2018 at 9:03 AM
To: ARSList 
Subject: Re: BMC Remedy Helix - is it really a thing?

Had a call with our sales rep. about Helix last week. They barely could tell me 
anything more than what was in the marketing materials on the website. It’s 
docker (and another container vendor) containers of each of the different 
product lines. They currently only have one for ARS/ITSM for AWS ready to go. 
There are separate containers for SmartIT/DWP, Business Workflows, Innovation 
Suite, Discovery, etc for either AWS or Azuze but won’t start becoming 
available until later this year or next.  I’m guessing there will be separate 
containers for not only the cloud vendors but for each of the various supported 
OS/DB combinations. They have no technical  and support documentation available 
or my rep. didn’t know where it was and said they would find out and send when 
ready.   If you are an on premise customer like us, this is NOT free, and BMC 
will charge for the Helix platform. I’m waiting on a quote to see how much. 
This sounds promising but seems very incomplete and immature based on my 
initial conservation with sales.

Mike Gould
US House of Representatives

On Jul 13, 2018, at 11:04 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms
Sent from my iPhone

On Jul 13, 2018, at 10:58 AM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers
On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
mailto:arslist@arslist.org>> wrote:

Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.

Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.

Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP (Digital 
Work Place).


Sent from my iPhone

On Jul 13, 2018, at 10:45, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
I think the big changes are with the way it’s deployed and DB options. I work 
at AWS now and I believe Helix can be installed against Aurora DB, and can also 
be containerized. Not sure if that’s kubernetes or docker or what.
Sent from my iPhone

On Jul 13, 2018, at 10:40 AM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:
Have you seen this post?   
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers

"BMC Helix is our common brand for the suite of SaaS offerings centered around 
Remedy,
 Business 
Workflows,
 Digital 
Workplace,
 
Discovery,
 Client 
Management
 and Innovation 
Suite."

Re: BMC Remedy Helix - is it really a thing?

[Adams, Peter]

Good summary, LJ.

BMC Business Workflows is built on the Innovation Suite platform. It can be 
used not just for service management in HR domain (though that’s the area BMC 
is initially emphasizing a bit more), but for other non-IT domains as well 
(facilities, payroll, …). There’s a couple of capabilities in the Innovation 
Suite platform that make it particularly suitable for implementing a non-IT 
service management solution:

  *   When you implement a service management solution for non-IT, you deal 
with multiple domains and different stakeholders, each of which wants to 
implement their own processes, business rules, … Innovation Suite is very good 
at supporting in variations of processes, rules, components, … while otherwise 
sharing other common functions.
  *   Tailoring the user experience is extremely important for a non-IT service 
management solution – whether it’s user interaction flows, terminology, 
branding, …  Again, Innovation Suite delivers a lot of flexibility here why 
retaining a clear separation to the business logic and data structure
  *   Many companies use HR solutions in the cloud, so rapid cloud integrations 
is an important requirement. Innovation Suite has a modern, no-code integration 
framework with Integration Service

On the other hand, capabilities like CMDB or IT Ops integrations are not 
relevant for the non-IT space. That’s why the full power of Remedy ITSM is not 
needed.

Peter


From: ARSList  on behalf of LJ LongWing 

Reply-To: ARSList 
Date: Monday, July 23, 2018 at 7:40 AM
To: ARSList , Aykut Koray Kuşat 
Subject: RE: BMC Remedy Helix - is it really a thing?

One is an application development platform, there other is an application built 
on that platform


On July 22, 2018 11:55:06 PM Aykut Koray Kuşat  wrote:
Hi all,

Btw,  anybody knows what is the difference between Business Workflows and 
Innovation Suite? Afaik, Innovation Suite is the Service Broker solution of 
BMC. But thats it, im totally ignorant on these solutions.

Cheers

From: ARSList  On Behalf Of Tauf Chowdhury
Sent: Friday, July 13, 2018 6:04 PM
To: ARSList 
Subject: Re: BMC Remedy Helix - is it really a thing?

Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms
Sent from my iPhone

On Jul 13, 2018, at 10:58 AM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers
On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
mailto:arslist@arslist.org>> wrote:

Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.

Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.

Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP (Digital 
Work Place).


Sent from my iPhone

On Jul 13, 2018, at 10:45, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
I think the big changes are with the way it’s deployed and DB options. I work 
at AWS now and I believe Helix can be installed against Aurora DB, and can also 
be containerized. Not sure if that’s kubernetes or docker or what.
Sent from my iPhone

On Jul 13, 2018, at 10:40 AM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:
Have you seen this post?   
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers

"BMC Helix is our common brand for the suite of SaaS offerings centered around 
Remedy,
 Business 
Workflows,
 Digital 
Workplace,
 
Discovery,
 Client 
Management
 and Innovation 
Suite."



Jason

On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList 
mailto:arslist@arslist.org>> wrote:
I am supposed to be looking into this Helix on AWS thing. However, other than a 
bunch of marketing stuff and youtube commercials, I can’t find hide nor hair of 
it.

Does anyone know anything about it? Any documentation at all? Its does not 
appear in the BMC Support site drop downs, there is really nothing on 
communities (links back to the marketing page), and when you click on the 
“Contact BMC Sales” button on the marke

Re: BMC Licensing questions

[Adams, Peter]

The paragraph about “bypass or delay” basically states that if you implement 
some integration (using parallel Remedy forms and workflow, or APIs, or other 
integration mechanisms) to perform activity that would otherwise require a user 
license, then the integration itself needs to be implemented in a way that it 
consumes a user license. Otherwise it would be considered “bypassing” and 
that’s not allowed. So, for activity that does require a user licenses (mostly 
individuals updating records), you need to impersonate the real users properly 
when using APIs, so that user licenses are checked (and reserved, as needed). 
In such a scenario, you cannot go through a single “integration account”. 
Please note that in the new Remedy pricing model we also require an ITSM user 
license for read-only/submit activity within the Remedy ITSM apps. So, 
read/submit is not always free – it depends on which pricing model your company 
is using.

If you have purchased Remedy using a pricing model that allows free submit of 
tickets (e.g. incidents), which is the case for the majority of our on-premise 
customers, then building an integration that only submits tickets can go 
through an integration account. In that case, a Netcool integration for 
creating new incidents can go through an integration account.

Please remember, Remedy software is only licensed based on users, so I hope 
it’s understandable that we have some boundaries around “circumventing” the 
user license mechanism. Overall, Remedy has an extremely attractive and 
flexible pricing – with many pricing options (concurrent user licenses, 
perpetual licenses) that other vendors don’t offer.

The unit of measure “Per third-party software” is not associated with any of 
the Remedy product SKUs, as far as I know. You can validate that for the SKUs 
that are in your contract. So, this part of the EULA is not relevant for your 
Remedy system. It may apply to other BMC products that you own. The EULA is a 
document common across all BMC products.

Peter



From: ARSList  on behalf of Joey Neff 

Reply-To: ARSList 
Date: Wednesday, May 23, 2018 at 11:30 AM
To: ARSList 
Subject: Re: BMC Licensing questions

Thanks Dave, but my concern is how to handle updates from external systems 
rather than simple updates.

On Wed, May 23, 2018 at 10:04 AM, Dave Shellman 
mailto:adshell...@gmail.com>> wrote:
Custom applications can be created with the ability to submit records using a 
Read license.

My guess is that the ITSM Suite is also configured for submitters to create 
records with a Read license.

Dave

On Wed, May 23, 2018 at 12:04 PM Joey Neff 
mailto:remedy0...@gmail.com>> wrote:
From BMC’s End User License Agreement:
BMC Remedy Products:  Customer man not bypass or delay, in any way, the 
consumption of a concurrent or named user license to perform and activity that 
requires a user license (including, without limitation, submitting a ticket to 
a parallel form and then using workflow to perform and update without a 
license).

Does BMC consider a User license to be an actual person or can the User License 
represent an external system that interfaces with Remedy?
If a user license can represent an interfacing system such as Netcool or an 
externally customer facing portal, then how does that not violate the above 
restriction since a single “system” user could be performing updates that 
represent multiple users in that external system?

Under Units of Measure, there is this statement:
Per third-party software: A license is required for each installation of the 
third-party software product that interfaces with the Product.

Is this referring to any external system interfacing with Remedy or for those 
applications developed and registered with BMC by an ISV?
If this is referring to any external system interfacing with Remedy, then can 
it be assumed that if you provide that “user” with a fixed or floating license, 
that it can perform the same update functions that a person user could?

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Re: Cognitive Services 9.1.04 Patch 001

[Adams, Peter]

Please contact BMC Support for help.

Please note that the exposure of cognitive auto-categorization in Smart IT UI 
only works, if you are using Smart IT 2.0.

Peter


From: ARSList  on behalf of Kevin M Candelaria 

Reply-To: ARSList 
Date: Wednesday, December 20, 2017 at 7:25 AM
To: ARSList 
Subject: Cognitive Services 9.1.04 Patch 001


Failure Reason: ERROR (8539): Cognitive Service is not initialized.
 any input? I have the url login and pass set..
Service just wont start and there is little to no documentation on this.
I am not using Smart IT 2.0 I am on 1.5 if that makes any difference.




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Re: 9.1.04 Upgrade freezes without error

[Adams, Peter]

To be specific: As mentioned in the compatibility document, Java 9 (or higher) 
is not supported for any version of Remedy AR System across any 
platform/operating system at this time.
We’re planning to test Java 9 and give a support statement at a later time.

Peter


From: ARSList  on behalf of "Gadgil, Abhijeet" 

Reply-To: ARSList 
Date: Monday, December 18, 2017 at 8:06 AM
To: ARSList 
Subject: RE: 9.1.04 Upgrade freezes without error

Hello Kevin, pl stay with JDK 1.8 or 8.0 [the way it is referred generally]
Compatibility matrix is available at 
https://docs.bmc.com/docs/itsm91/files/608490635/781014284/2/1513161242343/BMC_Remedy_AR_System_9_1_00_Compatibility_Matrix_Dec_2017.pdf


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M 
Candelaria
Sent: 18 December 2017 20:54
To: ARSList 
Subject: Re: 9.1.04 Upgrade freezes without error


Any Java version recommended for 9.1.04?

I am using 8u45




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Re: [EXTERNAL] Re: What's new in ARS 9.x?

[Adams, Peter]

Hi Dustin,

BMC has always had a company-wide restriction not to publicly talk about 
specific release dates and details about enhancements in new versions prior to 
GA release.  There is an option to get additional detailed insight into 
upcoming releases by participating in our beta programs, and I recommend to 
anyone who’s interested in participating in future Remedy beta program to 
follow this page: https://communities.bmc.com/community/programs   
Unfortunately, for the upcoming release, the beta program has been closed a 
while ago. 

Beyond that, we share some very high-level info as part of roadmap sessions 
(both 1:1 with customers and at customer events).

But on the flip side: we are very close to GA of the new feature release. And 
yes, it has many exciting new features for the core Remedy AR System platform. 
Of course there’ll be enhancements in other areas too. So, stay tuned. More 
details to be provided once the release is GA.

Best regards,

Peter



On 11/26/17, 7:19 PM, "Action Request System discussion list(ARSList) on behalf 
of Fawver, Dustin"  
wrote:

Mr. Adams,

Would you be so kind as to give us some hints or teasers about things that 
are coming very soon?  I'm hoping that they aren't limited to things that are 
in products that are outside of the base ARS package.  If you've seen some of 
my previous posts, you may remember that I was _REALLY_ looking forward to ARS 
getting the capability of showing "mobile-friendly" versions forms.  I read 
over AngularJS so that I could be that much better prepared for it.  From what 
I've been told, what had been billed as ARS 9.5 resulted in just Innovation 
Studio branching out as a separate product.

Please don't get me wrong.  Going from ARS 9.1 from ARS 7.1, I'm finding 
some really nice stuff that I can do now that I couldn't do as well (if at all) 
on 7.1.  I just need to be able to give members of management a "wow!" feeling 
with ARS.  If I can do that, I can probably coax out some funding to procure 
more licenses.  :-)

Thanks!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Adams, Peter
Sent: Sunday, November 26, 2017 9:05 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: What's new in ARS 9.x?


There’s a couple of places where BMC documents what’s new in Remedy 9  
(both 9.0 and 9.1)
1) Product documentation. This is the most detailed info. For Remedy AR 
System, please see a. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.00%20enhancements&c=E,1,CyP7w5HP2LWhB-ftkkZqc9Dg0qwSUdTuGeu3NA2ovpMvUIrIMpBz6makRgn8tyBtGaix7GKfcb4rHBtKUlYLcRfuMY04hADw1PHMysRSGh2oDDA3VC9kIg,,&typo=1
b. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.02:%20Service%20Pack%202%23id-9.1.02:ServicePack2-Enhancements&c=E,1,-rT_F8M7TDA7UW4bp5Mnce58l2htlUOHKr9v_TVzJZ5b1EEo9ewmZnpHrthz5d61jJSa0NkESZKMql8YO6BMwSbM-HUtO8Nt9ASyMH5HFw,,&typo=1
c. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.03:%20Service%20Pack%203%23id-9.1.03:ServicePack3-enhancements&c=E,1,k496xlAP8aAEcGDTpKRTGJRoSKT2FiWe_46qsp38qX8hF8GcWST9Bhyf2wZe9hnxuefuizS6zAoC-ebYCxMwJ9UKB0hvk7MLBxlagTTDfQI,&typo=1
d. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars9000/9.0.00%20enhancements&c=E,1,q_e1SJq-52hiiTaIEFdb4E4u5O4FoWpGh-bW18qElKVfCsJMMR0YD_6huRGhWhUa9vJ8hN62ABKpyJnt320s1sClfZ3e5qc_Fmvi2bYdrMVZhDFvkWfpzF6p&typo=1
2) 
https://linkprotect.cudasvc.com/url?a=https://www.bmc.com/it-solutions/remedy-upgrade.html&c=E,1,jSFTX8MPUY9n-1gYR33HYP6OtVLNpDCXGVcpFvk29rMeqY2QIck3JcemCSsUcDv0R_xrHkbscheX5lLV-RUJFtbCyUB6iG4MImpZFrpalPtKhyDgng,,&typo=1
  (note: this covers both ITSM application and platform enhancements. The 
platform related ones are mostly in tab “Lower Total Cost of Ownership”
3) 
https://linkprotect.cudasvc.com/url?a=https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2017/08/20/gaining-additional-capabilities-and-value-by-moving-from-remedy-81-to-91&c=E,1,_vMDaemNriOZDb6oII_8nUTlVFcWALkl5KcovuSf4LIY6nodvzsN6c7ug4mmgMG4TXeTY-NpQRKMPHVlqgreVw6q6_aet0Lo96uA_XdREx0,&typo=1

If you need presentation material, I suggest that you work with your BMC 
Sales or partner representative.

BTW, lots of features in the Remedy platform introduced with Remedy 9, not 
just Smart Reporting. Just to give a few examples:
- 100% Java implementation of platform (which allows to do troubleshooting, 
tuning, etc. using standard Java tools)
- FTS performance and relevancy improvements
- REST API
- Deployment Applicat

Re: What's new in ARS 9.x?

[Adams, Peter]

There’s a couple of places where BMC documents what’s new in Remedy 9  (both 
9.0 and 9.1)
1) Product documentation. This is the most detailed info. For Remedy AR System, 
please see
a. https://docs.bmc.com/docs/display/ars91/9.1.00+enhancements
b. 
https://docs.bmc.com/docs/display/ars91/9.1.02%3A+Service+Pack+2#id-9.1.02:ServicePack2-Enhancements
c. 
https://docs.bmc.com/docs/display/ars91/9.1.03%3A+Service+Pack+3#id-9.1.03:ServicePack3-enhancements
d. https://docs.bmc.com/docs/display/ars9000/9.0.00+enhancements 
2) https://www.bmc.com/it-solutions/remedy-upgrade.html  (note: this covers 
both ITSM application and platform enhancements. The platform related ones are 
mostly in tab “Lower Total Cost of Ownership”
3) 
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2017/08/20/gaining-additional-capabilities-and-value-by-moving-from-remedy-81-to-91
 

If you need presentation material, I suggest that you work with your BMC Sales 
or partner representative.

BTW, lots of features in the Remedy platform introduced with Remedy 9, not just 
Smart Reporting. Just to give a few examples:
- 100% Java implementation of platform (which allows to do troubleshooting, 
tuning, etc. using standard Java tools)
- FTS performance and relevancy improvements
- REST API
- Deployment Application
- Archiving / Associations
- Remedy SSO
- Zero downtime upgrades
- New Rich-text Editor
- CMDB enhancements
- Centralized Configuration

And more is coming very soon …

Peter



On 11/21/17, 4:29 AM, "Action Request System discussion list(ARSList) on behalf 
of Toby Mitchell"  
wrote:

Check out Smart Reporting. Best thing I have seen in my 16 years as a 
Remedy developer. 

Toby

Sent from my iPad

> On Nov 20, 2017, at 3:03 PM, Thomas Miskiewicz  wrote:
> 
> Hello Listers,
> 
> is there a document / presentation that describes what’s new in ARS 9 and 
9.1? I’m especially interested in the ARS part vs. ITSM/MyIT related features.
> 
> 
> Thanks
> 
> 
> Thomas
> 
> 
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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: Securing Sensitive WO Information

[Adams, Peter]

See https://docs.bmc.com/docs/itsm91/row-level-security-612964878.html 


On 8/23/17, 1:25 PM, "Action Request System discussion list(ARSList) on behalf 
of Rockwood, Julie"  wrote:

This is exactly what Support Group Hierarchical Configuration was 
introduced for.  However you will want to patch your server before implementing 
it because it works much better in 9.1.03 than 9.1.00.  It uses row level 
security which is enforced in Global Search, WO Console, Overview, AR 
Reporting, and Smart Reporting, but not in Analytics.

Julie

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James A CIV
Sent: Friday, August 18, 2017 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Securing Sensitive WO Information

Oh Mighty Brain Trust,

What is the recommended method to ensure that users with Work Order 
permissions CANNOT see a specific subset of WOs via Global Search, WO Console, 
Overview, AR Reporting, Analytics, or Smart Reporting?  Essentially, only users 
in a specific Support Group should be able to see anything at all about WOs 
assigned to this Support Group.

Thanks in advance!


Regards,

Jim Rackley, PMP
CGFIXIT Service Manager
USCG, C4ITSC, Business Operations Division

"You can't help everyone. But everyone can help someone."


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Answers Are, and have been for 20 years"


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Re: Smart IT Assigned Person

[Adams, Peter]

I do want to call out that applying an incident template after creation of the 
incident is also not possible ootb with the mid-tier ITSM UI.  I understand 
that some customers have solved this via “customization”, but it is not an ootb 
capability.

In fact, there are a number of interesting quesitons with the concept of 
applying a template after creation of an incident. For example, what if any 
previously entered data (or a previously selected template) has triggered some 
specific workflow - not just assignments, but other, more complex processing?  
Can you “undo” such processing?  Or if you execute the second workflow on top 
of the first one, could that lead to unexpected results?  The more complex / 
automated the processing of an incident is, the more difficult it will be to 
apply two different types of processing on the same record. I’d be interested 
to hear how companies have avoided any “unwanted interference” here.

Peter


From: "Action Request System discussion list(ARSList)"  on 
behalf of Kevin M Candelaria 
Reply-To: "arslist@ARSLIST.ORG" 
Date: Wednesday, August 9, 2017 at 11:59 AM
To: "arslist@ARSLIST.ORG" 
Subject: Re: Smart IT Assigned Person

**

Hello everyone.

On the subject of Smart IT, by any chance would anyone know how I could 
customize Smart IT to have the ability to apply an Incident Template after an 
incident has been created. In the midtier you can do this easily out of the 
box. Smart It only allows templates at the time of Incident creation.








From: Action Request System discussion list(ARSList)  on 
behalf of Joe D'Souza 
Sent: Wednesday, August 9, 2017 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

**
Mark,

Been doing OK, thanks for asking! Hope you are well too.. How is that whole 
auto load of foundation data working out for you guys?

Regarding your current problem, I have not really tried it but I would go with 
using an overlay on the existing menu instead of replacing it and see how that 
pans out.

I’ll be honest that when I saw how useful Smart and My IT were in its current 
state, when you compare these tools with the Mid-Tier, there were too many 
functionalities that I found were not consistent between the two as well as 
between them and the Mid-Tier.. I had compiled a list of these that I no longer 
have with me in person but I do remember some of them especially the key bullet 
points around the Work Log field, the Status field, etc.

(((If interested in the list of inconsistencies I found, write to me offline, 
and I’ll share them as and when I recall the bullet points I made in that list 
I no longer have with me..)))

As a result, since I was not assigned the work of looking for possible 
solutions for the inconsistencies I had found, I won’t be able to confirm or 
deny if overlaying the existing menu will help. Gut feelings say it may not as 
Smart and My IT has its own set of instructions that brings them to life, which 
do not depend on any Mid-Tier client side instructions. Hence there is a fat 
chance that remodeling the menu with even an overlay may not work, unless Smart 
and My IT instructions rely on the overlay meta data for that Menu,

Like some of the others, I have not heard anything about Innovation Studio and 
its capability to modify Smart and My IT instructions. So can’t comment on 
that..

Cheers

Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Wednesday, August 09, 2017 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

I agree Shawn. Using the backend processing of assignment engine is prob a 
better way to go

Sent from my iPhone

On Aug 9, 2017, at 10:28 AM, Pierson, Shawn 
mailto:shawn.pier...@energytransfer.com>> 
wrote:
**
Was Innovation Studio ever released?

Also, you can customize Smart IT with JavaScript but that only works for the 
web client and not the mobile clients.  That being said, it’s not supported and 
will disappear whenever you upgrade.  If I were given the requirement that Mark 
has, I’d probably try to rely mostly on the Assignment Engine in some way even 
though it wouldn’t recreate the functionality in the UI.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Wednesday, August 9, 2017 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

**
SmartIT is not very extensible unless you use something like Innovation Studio 
which allows you to customize (so I've heard) but it's a separate license 🙄.
We've been using filters and creative wording in error messages to enforce some 
processes but thankfully we were not heavily customized to begin with.

Sent from my iPhone

On Aug 9, 2017, at 10:04 AM, Brittain, Mark 
mailto:mbritt...@navisite.com>> wro

Re: BMC Account Rep question

[Adams, Peter]

Mary, 

First of all, sorry to hear about your experience.  I’ll reach out separately. 
There must be some communication breakdown here.

I don’t think that’s representative of the situation about Remedy or BMC. I’m 
doing lots of roadmap briefings, discussions about licensing rules, etc., so 
it’s not a big deal, and I’m certainly happy to have a similar session for 
University of Missouri. But more importantly, I want to understand why we even 
got to this situation.

And yes, there is a lot of things going on at BMC. BMC has been heavily 
investing into Remedy ITSM and into the developer ecosystem, and will continue 
to invest into the industry’s leading ITSM solution. Lot of exciting 
innovations to come. 

Peter



On 3/20/17, 2:17 PM, "Action Request System discussion list(ARSList) on behalf 
of Mary DeFroy"  wrote:

I haven't posted on here in a long time, but I wasn't sure where else to 
look for answers.  I work at the University of Missouri, and we are longtime 
Remedy/ITSM customers (20 plus years).  We used to get really great support 
from our account reps, but the support has gotten pretty bad over the past 2 
years.  We were assigned a new account rep a few weeks ago, and I had high 
hopes that the new person would be better than the last rep, but he doesn't  
really understand the product offerings.  It seems like things are in flux at 
BMC as far as ITSM, but we are unable to get answers to basic questions about 
future releases and how the various pieces and parts (ITSM, MyIT, Service 
Broker, Innovation Studio) fit together.  We really need some semblance of a 
roadmap for even the next 12 months and I am unable to get that information.  
For example, we were told last year that with our current licenses we could use 
MyIT Self Service.  Last week we were told that we would have to convert o
 ur current Self Service licenses and get 'credits' towards MyIT licenses.  
Given that we are a University with a shrinking budget, hearing things like 
this isn't helping at all.  We have a very specific roadmap on our end, and 
really just need someone from BMC to review that and help us map that against 
their offerings...it doesn't seem like that should be this hard.

Does anyone have any suggestions on how to escalate this issue past our 
account rep?  


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Re: Remedy 9

[Adams, Peter]

Remedy ITSM 9.0 release is certainly a bit more platform centric, if we leave 
Smart IT/MyIT out of the discussion for a second.  The platform modernization 
is a huge investment into the future of Remedy.

But there are a number of enhancements that are very relevant for the Service 
Desk for customers that use the mid-tier based UI. For example:

· Smart Reporting – the amazing new in-app reporting and dashboard 
technology that of course applies also to incident management (incl. many ootb 
reports).

· New application-level archiving allows customers to implement 
continuous archiving based on business policy, thus reducing e.g. the number of 
active incidents in the system. This will improve performance, search results, 
etc. – aside from being more compliant with data retention policies.

· FTS enhancements have significantly improved search performance, 
incl. when searching incidents and knowledge (more than 10 times in some 
cases).  New FTS architecture also improves high-availability.

· RESTful API for Remedy that allows to more easily access the incident 
management data.
So, those enhancements were not necessarily in the core Incident Management 
form/process, but very relevant to Service Desk personas and to the way how 
they work. And all of this available to Remedy ITSM users without any 
additional license fees.

What enhancements you’d like to see for the incident management form/process?  
The Modern Service Desk is certainly something that BMC cares about very much, 
and I
Of course you can also post any suggestions for enhancements as Ideas in the 
BMC Remedy ITSM 
community.

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Wednesday, May 20, 2015 4:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9

**

Yeah, doing further research and trying out their trial on BMC.con, it seems it 
heavy on the Smart IT front.  Not much changes, I can see, from the classic 
Remedy IM.

We are going to upgrade a 'play' environment at our company.  Will let you know 
how it goes..
On May 20, 2015 5:29 AM, "Jarl Grøneng" 
mailto:jarl.gron...@gmail.com>> wrote:
**
Hi


Smart Reporting is a huge update.

Not much updates to Incident. They have removed the classic views.


--
J

2015-05-20 10:57 GMT+02:00 Jeff Lockemy 
mailto:jlock...@gmail.com>>:
**

Has anyone actually installed (or seen) Incident Management/Service Desk 9?  If 
so, aside from some AR System enhancements they added are there any notable 
updates?

They are marketing Remedy 9 with SmartIT, but frankly all I see is SmartIT and 
no Remedy.

Jeff


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick 
Westbrock
Sent: Tuesday, May 19, 2015 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9

**
SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 
was released. Consider SmartIT an alternative interface to ITSM as compared to 
the standard mid-tier interface if you will. I believe a new version of SmartIT 
was released along with the latest release of ITSM 9 but I am not positive on 
that.

SmartIT only works with the ITSM suite so it won’t help if you are just running 
AR System custom applications (no matter what version).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, May 19, 2015 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Remedy 9

**

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based and a 
friendly customer oriented GUI.  In saying that.  Is this Smart IT?  Or is 
Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT?  Or is 
Remedy9 totally different?
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Re: Unable to select rows in table fields from mobile devices 8.1

[Adams, Peter]

Lyndsay,

have you looked at the Smart IT native mobile apps for iOS and Android?
These give you a very flexible, easy to use Ticket Console showing incident 
data from your Remedy ITSM 8.1 system, and it does support certain bulk actions.
Users can also actively view and updates incidents from those mobile apps.

Smart IT is covered by your standard Remedy Service Desk / Suite user licenses, 
so no extra purchase needed.

You can download a sample version from app stores, if you want to try it out.

Peter Adams


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lyndsay Reese
Sent: Tuesday, May 12, 2015 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Unable to select rows in table fields from mobile devices 8.1

**
Hello ARSListers,
We have been asked to create a simple view of the Incident Management Console 
that our users can access from their mobile devices and perform a limited 
number of functions.  I've created the view and it displays correctly, however, 
we are unable to select any rows in the table fields from touch screen devices. 
I opened a ticket with BMC and they advised that this would require 
customization, but were unable to explain what would be needed (other than to 
recommend BMC Professional Services). We cannot buy any additional products or 
services to accomplish this task and I am happy to do the work myself, if I 
know what needs to be done. Has anyone else tackled such a request without the 
help of 3rd party applications? If so, what is the best way to go about this?  
Thank you in advance.


ARS 8.1

ITSM 8.1

Midtier 8.1.SP02 Patch 001 201503051028 Hotfix

Windows Server 2008 r2 Standard 64-bit

Tomcat 6.0

SQL
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Re: Compatibility matrix for AR System and ITSM Management Suite 8.1.02..

[Adams, Peter]

The official entry point for information about compatibility of all BMC 
products is the BMC Solution and Product Availability and Compatibility Utility 
(SPAC).
For Remedy products, you can access from there the compatibility doc (pdf 
version) - in case there is one available to provide more details.

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Saturday, February 21, 2015 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility matrix for AR System and ITSM Management Suite 
8.1.02..

**
Same here.
It worked a week ago or something. Check your email :)

On 21 Feb, 2015,at 10:34 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
I downloaded an excel sheet that listed 
http://media.cms.bmc.com/documents/ITSM-8100-Applications-Compatibility.pdf as 
the path to the compatibility matrix but this link seems to be invalid.

Resource Not Found
We're sorry, there was something wrong with your HTTP request or the resource 
you requested does not exist. Please try back later. If you have any questions 
or comments, please contact your Client Services Representative. Thank you for 
your patience.

Is there something wrong with the link?

Any help will be appreciated as I would love to set up a demo environment while 
I am snowed in over the weekend.

Cheers

Joe
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Re: ENGAGE 2014 Commentary

[Adams, Peter]

Currently (version 1.0) we have designed for and tested the Remedy with Smart 
IT native app only for tablets (Android & iOS,  7'' and higher screen size).
Given the smartphone screens are typically smaller, we plan to rearrange some 
of the screens for the smartphone version of the app that should come out not 
too far out.

Peter Adams
Principal Product Manager


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, October 15, 2014 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE 2014 Commentary

I'm curious about your comment, " An iPhone/Android phone app is also in the 
pipeline."  I thought it was already out, just not on the app stores yet?

I know next to nothing about iOS (and don't like it, personally) but in looking 
through the SmartIT zip files, which I haven't had a chance to install yet, 
I've MyIT.apk and Smart_IT.apk.  I may load them up in an android emulator and 
see if they do anything if I have free time this week.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Blairing
Sent: Wednesday, October 15, 2014 12:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE 2014 Commentary

Yes, it WAS. Sat in the front row... With a box lunch... Just behind the 
audience mic, and I didn't want to munch my salad for all of you to hear. :-)

Not sure how much of the pageantry in the room was sent live to the net, but I 
can vouch that the demos on the iPad were indeed on the iPad on stage, and 
another person typed the responses live. The idea of being able to do the bar 
code read from your iPad (finally! Someone has done this!) ranks high in my 
list. After the demos there was a panel taking live questions from the 
audience, they're out in the hallway still talking to some.

I got a chance to be a beta tester for future versions of SmartIT (one of the 
session rooms is a testing lab). Sorry, no details to post. But it was a very 
cool experience to have some input into the design process.

The more I see of SmartIT, the more I am convinced that this is the logical 
next phase of the client, with the potential to make the current web clients go 
away. The framework is flexible, adaptable, taking advantage of the devices we 
all carry around anyway, using their built in capabilities (maps for example) 
as one would naturally expect. As of today there are three different "personas" 
for which the SmartIT client has been designed, but there are more on the way. 
An iPhone/Android phone app is also in the pipeline. Very excited about this

Back to more sessions now

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad Air
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)

> On Oct 15, 2014, at 11:10 AM, Shellman, David  wrote:
> 
> Yes
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: Wednesday, October 15, 2014 11:04 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ENGAGE 2014 Commentary
> 
> Is that the launch that will be streamed live on video?
> 
> Cheers
> 
> Joe
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Blairing
> Sent: Wednesday, October 15, 2014 9:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ENGAGE 2014 Commentary
> 
> I love it. Hawaiian shirts in Florida is "serious."
> 
> Today is intense. No morning keynote, right into sessions at 8:00 AM, with 
> the SmartIT launch in 3 hours. Be sure to watch! For what it's worth, I've 
> seen some material which amounts to a preview of the launch, and it will be 
> worth getting your managers to watch!
> 
> Doug
> 
> --
> Doug Blair
> +1 224-558-5462
> 
> Sent from my iPad Air
> Auto-corrected typos, misspellings and non-sequiturs are gratefully 
> attributed to Steve Jobs :-)
> 
>> On Oct 14, 2014, at 10:30 PM, arslist  wrote:
>> 
>> As long as we are dealing with serious stuff, Thursday is declared
> official
>> Hawaii shirt day for those that brought them, since there is no WWRUG
> Award
>> session and that would normally be Thursday.
>> 
>> Just had a tremendous, if not quite organized, evening with 
>> engineering in which I had my first serious question in years 
>> answered! They were still going strong at almost 10pm.
>> 
>> Also, DISCLAIMER: Note, those twinkies have BMC logos on them, they 
>> are
> not
>> the Canadian Twinkies, I did not bring them, nor did I throw or 
>> condone
> the
>> throwing of them at a time that many were not prepared or expecting them.
> I
>> wholeheartedly support the concept, but a heads up first would have 
>> been a good part of the process. Then those that didn't know what to 
>> expect could of turned to those of us in the know and

Re: ITSM 8 - Hub and Spoke Architecture

[Adams, Peter]

I think Carl has summarized the situation very well.   Note that the underlying 
technology (DSO) is applicable for other scenarios as well.  But Hub & Spoke is 
intended to address one specific scenario when one needs a centralized hub with 
view of all tickets, but with limited details.

And yes, there are some customers who have implemented Hub & Spoke, but given 
that it is for a specific scenario that is most applicable for service 
providers (though some global enterprises may profit as well from it) the 
numbers are not large.

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, March 24, 2014 1:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 8 - Hub and Spoke Architecture

**
Hi,
There have been a couple of questions regarding H&S on here available by 
looking back through the archives.
Hub and Spoke is not designed to combat performance issues, it is there 
primarily for data security i.e. where data is not allowed to leave a country 
and can only be stored in that country but an "overall" view of multiple 
systems (Spokes) is required from a central location (Hub).
Hub and Spoke uses DSO to transfer a subset of data back to the Hub (Summary - 
no details) and when you need to access the full data you are URL redirected to 
the underlying system - this in itself has a set of performance considerations 
to address.

So unless you require data segregation due to different legislations then Hub 
and Spoke is not the way forward for performance concerns.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy
Sent: 24 March 2014 08:22
To: arslist@ARSLIST.ORG
Subject: Fwd: ITSM 8 - Hub and Spoke Architecture

**
Hi

No one implemented this yet? Surely not?

Cheers
Brad
-- Forwarded message --
From: BradRemedy mailto:bradrem...@gmail.com>>
Date: Wed, Mar 19, 2014 at 4:08 PM
Subject: ITSM 8 - Hub and Spoke Architecture
To: arslist@arslist.org
Hi Guys

Was hoping to get some information from some of you with regards to the ITSM 8 
hub and Spoke architecture. We are looking at implementing this in order to 
improve the overall performance of our system for our end users who are based 
in various countries around the world.

We are upgrading to ITSM 8.1 with SRM 8.1.

Firstly, has anyone successfully implemented the Hub and Spoke solution and if 
so would you be willing to share any advantages / disadvantages of doing so?

Any information would be great.

Thanks in advance

Cheers
Brad

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Re: Attachments and scanning for viruses

[Adams, Peter]

Have a look at the new attachment security feature released in 7.6.04 SP5, 
which will also be available for 8.1 soon.
https://docs.bmc.com/docs/display/public/ars7604/Security+restrictions+on+file+uploads
See option for “Attachment validation plugin”.

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.com
Sent: Thursday, January 09, 2014 6:13 AM
To: arslist@ARSLIST.ORG
Subject: Attachments and scanning for viruses

**
Hello all:

I was wondering if anyone had any technical solutions/policies regarding users 
attaching, via MidTier, attachments into the ITSM/Remedy solution that may or 
may not have been scanned for viruses.

Is there a solution for ensuring that any attachments that are put into the 
Remedy ARSystem database have been scanned appropriately ?

Thanks.

Terry

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Re: Licensing

[Adams, Peter]

Agreed. There as a number of factor that play into the answer here that it's 
best to discuss this with a BMC representatives.
Do they already own Remedy ITSM or not?
How did they license the solution? Under legacy licensing model or under 
current ITSM Suite licensing model?
Are these users expected to use other parts of the ITSM applications?  E.g.  
create or access knowledge articles that help with resolution of incidents?
Is Remedy OnDemand an option, which has a monthly subscription fee rather than 
a perpetual licensing fee?

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Wednesday, August 07, 2013 7:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Licensing

**
Floating licenses are fairly costlier than fixed type license, but about the 
cost of your overall licenses ,I think your BMC Account Manager will help you 
in more detail.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, August 07, 2013 8:13 PM
To: arslist@ARSLIST.ORG
Subject: Licensing

**
Hi,

A business colleague of posed a question to me.
They have 24 X 7 support.
If they purchase 10 fixed AR System licenses, and 40 AR system floating
10 fixed Incident Management license, and 40 floating Incident Management 
licenses - about how much should this cost?
Is there a ballpark number?  I know each case is different.
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Re: SRM v760 migrate (import/export) to SRM v8.1

[Adams, Peter]

What speaks against upgrading the existing SRM 7.6 / ITSM 7.0.03 environment 
directly to 8.1?

Peter



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Chan
Sent: Thursday, June 27, 2013 9:16 AM
To: arslist@ARSLIST.ORG
Subject: SRM v760 migrate (import/export) to SRM v8.1

Hi All

We plan on creating/moving to a net new v81 env.  We currently have a mix ARS 
v75, ITSM v703, SRM v760 env.

For SRM... the BMC manuals, it says we need to "upgrade" our current ARS 
v75/SRM v760 env to ARS/SRM v764 in order to migrate (export/import) into a 
v8.1 env. 

For those who have/had v763 and older SRM module, how did you migrate 
(import/export) your older v760 SRD/PDT/AOT/WorkOrder templates to your new v81 
env?  

We have a base v764 and v81 env and I exported/imported a couple request from 
our SRM v760 --> v764 --> v81.  The imported SRD(s) work in v81... but I do not 
know if there are any implications or hidden gotchas... doing it this way.


thanks in advance

Dave

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Re: How to create multiple incident by creating only one incident?

[Adams, Peter]

Can you explain more about the situation and what problem you are trying to 
solve with this capability?  Do you want to manually create copies or 
automatically?
I can see multiple other options  (ITSM Process Designer, SRM) to do this,  but 
to give any recommendation you'd need to describe why you try do this.

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj Padole
Sent: Tuesday, May 07, 2013 11:35 PM
To: arslist@ARSLIST.ORG
Subject: How to create multiple incident by creating only one incident?

**
HI,
Can we create multiple incidents (multiple copies of same incident) if i am 
creating only one incident?

 Thanks,
-Rajkumar Padole.
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Re: Auto-create a Problem Investigation

[Adams, Peter]

I suggest that you take a look at Remedy ITSM Process Designer, which is 
available for version 7.6.04 and later.
You can implement this use case by configuring a corresponding process in ITSM 
Process Designer.
You'd have to check, whether your specific conditions that trigger the process 
can be modeled in the Process Designer configuration.

That avoids implementing this functionality as customization, and it will make 
your life a lot easier once you upgrade.

Peter Adams


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation

**
Hi Ryan,

The criteria that fires the workflow really does matter but for the sake of 
discussion lets use ('Priority' = "Critical") AND ('Status < "Pending") AND 
'Submit Date < ($TIMESTAMP - 4 hours) .  An escalation looks for incidents that 
meet this criteria and on  a match sets the field 'Create Problem' to Yes.  
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem' 
= Yes), workflow creates the problem investigation.

I could do a push field directly to the Problem Investigation but I need to 
relate it to the Incident that fired the workdflow.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation

**
Hi Mark,

If you could provide a little more information. What criteria needs to be met 
before the Problem Investigation is auto created? Example: 5 Incidents created 
within a 24 hour period with the same classifications and pertain to the same 
issue? Or perhaps an event correlating engine traps a number of similar events 
that all lead to a failure of a specific network node? The possibilities are 
endless

You speak of making an associationwould this be to a primary incident that 
has 1 or more duplicatesor another entity? This type of information would 
help in determining the best way to approach the auto creation and association 
of a problem investigation. It can certainly be done.

Ultimately, if your criteria is met and you have a parent entity with a unique 
identifier (assuming this is another arsystem form) the problem investigation 
can be created along with an association to it. Whether or not this is 
accomplished using active links or filters depends on your requirement of 
meeting the criteria and what that entails.

Hope this helps,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Auto-create a Problem Investigation

**
HI All & TFIG,

I have a requirement to automatically create a Problem Investigation when a 
certain criteria is met. Could be executed by filters or active links. Is there 
a way to do that. Of course it would be ideal if this was something in ITSM 
that just needed to be turned on rather than constructing new. Probably the 
hard part is creating the association.

Any suggestions greatly appreciated.

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
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<>

Re: What requests does the Needs Attention view display in SRM 7.6.04

[Adams, Peter]

"Needs attention" flag is set for all service requests in which a fulfillment 
worker has created a work info entry for the fulfillment record (incident, 
change, work order) and set it to public visibility. This is a signal to the 
requester to read the ActivityLog because it could contain important 
information that might need a response by the requester. Note that if the 
requester and the fulfillment worker who created the work info are the same 
user, the "Needs Attention" flag is not set.

The "Needs attention" flag has nothing to do with error, and nothing to do with 
request requiring approval. The latter is reflected by status "waiting for 
approval". We are updating the misleading statement in the documentation.

Peter

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