Re: License question
I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/ licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License question
Yes -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: License question ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 tel:%28603%29%20862-2377 Alternate: (603) 862-4242 tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License question
I second that as well On Thu, Jan 24, 2013 at 2:19 PM, Jason Miller jason.mil...@gmail.comwrote: ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.comwrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License question
Cool, come on down to San Diego. I'll buy you some beers and you can configure our servers :) On Thu, Jan 24, 2013 at 11:24 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: License question ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 tel:%28603%29%20862-2377 Alternate: (603) 862-4242 tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License question
LOL :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 12:30 PM To: arslist@ARSLIST.ORG Subject: Re: License question ** Cool, come on down to San Diego. I'll buy you some beers and you can configure our servers :) On Thu, Jan 24, 2013 at 11:24 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yes -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: License question ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 tel:%28603%29%20862-2377 tel:%28603%29%20862-2377 Alternate: (603) 862-4242 tel:%28603%29%20862-4242 tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where
Re: License question
The answer is because the license is different than the sales bundle. Service Management Specialist is a sales bundle. AR User Fixed is a license contained in that bundle. Think of it this way - when you buy a car, they offer you bundles of stuff. For example, they may offer you an Off-Road bundle that includes heavy duty floor mats, mud flaps for the tires, a brush cutter on the front bumper and bigger tires. When you buy that bundle, you're not given a thing called an Off-Road- you're given all the contents of the bundle. The ITSM Suite bundles are the same way. When you buy a bundle, you are given the licenses contained in that bundle. For example, If you buy the BMC Remedy Suite - Floating User Add-On License bundle, you get: * BMC:Incident Mgmt User Floating license * BMC:Problem Mgmt User Floating license * BMC:Change Mgmt User Floating license * BMC:Asset Mgmt User Floating license * BMC:Service Level Mgmt User Floating license * AR User Floating license Along with some additional entitlements that are legal, but not entered into AR System as a license. Note that everyone's been dealing with this for years and years - it's not new to the ITSM Suite. When you bought a Service Desk license under legacy pricing, there's no Service Desk user license in AR System to enter. You had a BMC:Incident Mgmt User Floating license and a BMC:Problem Mgmt User Floating license. There is absolutely a need to provide some sort of mapping/utility that says when you buy X sales bundle, you get Y licenses, though - I completely agree with that. It's a recognized pain point for the customer base and there are certainly internal discussions on how to try and lessen the confusion caused by the sales bundle model. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: License question ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377tel:%28603%29%20862-2377 Alternate: (603) 862-4242tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edumailto:paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu
Re: License question
David, I think all of us admins/consultants/etc. would give you a great big thank you, if the mapping/utility you and your team at BMC is created and then published. This has been a pain in my side since my days with Remedy. Take care and thanks, Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 24, 2013 3:40 PM To: arslist@ARSLIST.ORG Subject: Re: License question ** The answer is because the license is different than the sales bundle. Service Management Specialist is a sales bundle. AR User Fixed is a license contained in that bundle. Think of it this way - when you buy a car, they offer you bundles of stuff. For example, they may offer you an Off-Road bundle that includes heavy duty floor mats, mud flaps for the tires, a brush cutter on the front bumper and bigger tires. When you buy that bundle, you're not given a thing called an Off-Road- you're given all the contents of the bundle. The ITSM Suite bundles are the same way. When you buy a bundle, you are given the licenses contained in that bundle. For example, If you buy the BMC Remedy Suite - Floating User Add-On License bundle, you get: . BMC:Incident Mgmt User Floating license . BMC:Problem Mgmt User Floating license . BMC:Change Mgmt User Floating license . BMC:Asset Mgmt User Floating license . BMC:Service Level Mgmt User Floating license . AR User Floating license Along with some additional entitlements that are legal, but not entered into AR System as a license. Note that everyone's been dealing with this for years and years - it's not new to the ITSM Suite. When you bought a Service Desk license under legacy pricing, there's no Service Desk user license in AR System to enter. You had a BMC:Incident Mgmt User Floating license and a BMC:Problem Mgmt User Floating license. There is absolutely a need to provide some sort of mapping/utility that says when you buy X sales bundle, you get Y licenses, though - I completely agree with that. It's a recognized pain point for the customer base and there are certainly internal discussions on how to try and lessen the confusion caused by the sales bundle model. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 24, 2013 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: License question ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted? Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. Jason On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0
Re: License question
Thanks! The analogy helps. The trick is you don't have to reconcile and track your mud flap count/usage to maintain compliance. Once you buy the off-road package you are done. So I guess what is missing is the documentation that lists the packages and what they contain. Agreed that license has always been bit of a pain but at one point we received a list of exactly what we were entitled to. Service Desk was the start of licensing issue because you had to translate that into 1 for Incident and 1 for Problem; but it could still be counted and configured. Before that we received something similar to: Help Desk User Fixed 5 Pack Help Desk User Fixed 5 Pack Help Desk User Fixed 5 Pack Help Desk User Floating 5 Pack Help Desk User Floating Custom (qty 18) AR User Floating 5 Pack AR User Floating 5 Pack AR User Fixed 5 Pack Now that I can count :) I look forward to whatever solution BMC comes up with (as long as it doesn't require a license). Jason On Thu, Jan 24, 2013 at 12:40 PM, Easter, David david_eas...@bmc.comwrote: ** The answer is because the license is different than the sales bundle. “Service Management Specialist” is a sales bundle. “AR User Fixed” is a license contained in that bundle. ** ** Think of it this way – when you buy a car, they offer you bundles of stuff. For example, they may offer you an “Off-Road” bundle that includes heavy duty floor mats, mud flaps for the tires, a brush cutter on the front bumper and bigger tires. When you buy that bundle, you’re not given a thing called an “Off-Road”- you’re given all the contents of the bundle.** ** ** ** The ITSM Suite bundles are the same way. When you buy a bundle, you are given the licenses contained in that bundle. For example, If you buy the *BMC Remedy Suite – Floating User Add-On License *bundle, you get: ** ** **· ***BMC:Incident Mgmt User Floating license* **· ***BMC:Problem Mgmt User Floating license* **· ***BMC:Change Mgmt User Floating license* **· ***BMC:Asset Mgmt User Floating license* **· ***BMC:Service Level Mgmt User Floating license* **· ***AR User Floating license* ** ** Along with some additional entitlements that are legal, but not entered into AR System as a license. ** ** Note that everyone’s been dealing with this for years and years – it’s not new to the ITSM Suite. When you bought a Service Desk license under legacy pricing, there’s no “Service Desk user license” in AR System to enter. You had a “*BMC:Incident Mgmt User Floating license*” and a “*BMC:Problem Mgmt User Floating license*”. ** ** There is absolutely a need to provide some sort of mapping/utility that says “when you buy X sales bundle, you get Y licenses”, though – I completely agree with that. It’s a recognized pain point for the customer base and there are certainly internal discussions on how to try and lessen the confusion caused by the sales bundle model. ** ** -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Thursday, January 24, 2013 11:19 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License question ** ** ** I don't see Service Management Specialist anywhere in the config. Why does the configuration and legal license naming have to be so convoluted?* *** ** ** Is there anybody out there who has been able to take the documentation that indicates your licensed capacity (sent when you purchase or renew support) and then go configure an AR server with the appropriate number of licenses for the various types? ** ** Sorry for the mini rant but this is one area that has gotten worse over the years. It seems we need to hire professional services just to map legaleze/licenseze to how the server is configured. ** ** Jason ** ** On Wed, Jan 23, 2013 at 1:57 PM, Easter, David david_eas...@bmc.com wrote: The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc
Re: License question
Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License question
The ITSM Suite user license bundle that you'd need is the Service Management Specialist. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, January 23, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: License question Hi, The task forms does not seem to be tagged with a licensed application. In other words, an AR User Fixed/Floating would be adequate. Check with your sales rep what kind of license you should actually order. Probably a Specialist Fixed/Floating... Best Regards - Misi, RRR AB, http://rrr.se I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License Question
As far as floating goes. I've seen estimates of 3 users to 1 license and 5:1. Fixed is a different matter. With fixed, you need to determine who will need to be able to log in whenever neccesary. People such as Helpdesk personnel or VIP's or High use customers. Hope that helps. On Tue, Dec 27, 2011 at 11:21 AM, Mike Hocks mike.ho...@state.mn.us wrote: Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question
Thanks a lot for the quick response! This helps From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Tuesday, December 27, 2011 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: License Question ** As far as floating goes. I've seen estimates of 3 users to 1 license and 5:1. Fixed is a different matter. With fixed, you need to determine who will need to be able to log in whenever neccesary. People such as Helpdesk personnel or VIP's or High use customers. Hope that helps. On Tue, Dec 27, 2011 at 11:21 AM, Mike Hocks mike.ho...@state.mn.usmailto:mike.ho...@state.mn.us wrote: Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question
Mike, There really isn't a magic formula. There are a number of dependences that interrelate. Where are the folks located? That is are they in a different time zone from most of your users? Will they be working different shifts than most of your users? What is the job function (occasional use vs help desk)? An example is if your main users are in the US and the staff being added is in China you can use floating. Even if they are helpdesk staff. If you have existing floating licenses you may not even need to add licenses as floating may be available. Misi has some nice tools to help with license allocation based on historic usage. If you haven't turned on Server Statistics, you should. The data will help you understand license utilization through out the day. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Mike Hocks [mailto:mike.ho...@state.mn.us] Sent: Tuesday, December 27, 2011 11:21 AM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: License Question Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question
Thanks a lot David, I appreciate the response! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Tuesday, December 27, 2011 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: License Question Mike, There really isn't a magic formula. There are a number of dependences that interrelate. Where are the folks located? That is are they in a different time zone from most of your users? Will they be working different shifts than most of your users? What is the job function (occasional use vs help desk)? An example is if your main users are in the US and the staff being added is in China you can use floating. Even if they are helpdesk staff. If you have existing floating licenses you may not even need to add licenses as floating may be available. Misi has some nice tools to help with license allocation based on historic usage. If you haven't turned on Server Statistics, you should. The data will help you understand license utilization through out the day. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Mike Hocks [mailto:mike.ho...@state.mn.us] Sent: Tuesday, December 27, 2011 11:21 AM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: License Question Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question
I have used 5:1 in the past and it has worked real well. On Dec 27, 2011 10:47 AM, Hocks, Mike (DOT) mike.ho...@state.mn.us wrote: Thanks a lot David, I appreciate the response! -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Tuesday, December 27, 2011 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: License Question Mike, There really isn't a magic formula. There are a number of dependences that interrelate. Where are the folks located? That is are they in a different time zone from most of your users? Will they be working different shifts than most of your users? What is the job function (occasional use vs help desk)? An example is if your main users are in the US and the staff being added is in China you can use floating. Even if they are helpdesk staff. If you have existing floating licenses you may not even need to add licenses as floating may be available. Misi has some nice tools to help with license allocation based on historic usage. If you haven't turned on Server Statistics, you should. The data will help you understand license utilization through out the day. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Mike Hocks [mailto:mike.ho...@state.mn.us] Sent: Tuesday, December 27, 2011 11:21 AM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: License Question Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question
Mike I have seen workable ratio's around 8:1 and 10:1. It really depends on a lot of factors such as who users what and how often and what app is being used. Having a front of house app in front of Remedy also affects the ratio. Stuart Schon file:///C:\DOCUMENTS%20AND%20SETTINGS\SCHONST\Application%20Data\Micros oft\Signatures\Fujitsu_files\fujitsuemailsignature.gif From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Wednesday, 28 December 2011 04:06 To: arslist@ARSLIST.ORG Subject: Re: License Question ** I have used 5:1 in the past and it has worked real well. On Dec 27, 2011 10:47 AM, Hocks, Mike (DOT) mike.ho...@state.mn.us wrote: Thanks a lot David, I appreciate the response! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Tuesday, December 27, 2011 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: License Question Mike, There really isn't a magic formula. There are a number of dependences that interrelate. Where are the folks located? That is are they in a different time zone from most of your users? Will they be working different shifts than most of your users? What is the job function (occasional use vs help desk)? An example is if your main users are in the US and the staff being added is in China you can use floating. Even if they are helpdesk staff. If you have existing floating licenses you may not even need to add licenses as floating may be available. Misi has some nice tools to help with license allocation based on historic usage. If you haven't turned on Server Statistics, you should. The data will help you understand license utilization through out the day.10 Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Mike Hocks [mailto:mike.ho...@state.mn.us] Sent: Tuesday, December 27, 2011 11:21 AM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: License Question Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Question...
Thanks, David. So to be perfectly clear… Would these “requesters” need licenses (other than the free “read” license) if they only submit their own requests, check status on their requests, look at existing tickets, and update tickets they have submitted, assuming “Submitter Mode Lock” is enabled? Chas Subject: Re: License Question... Ø You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? No. In fact, they cannot work on tickets others have submitted because they’re not the “workers” – they are the requesters. They only need to submit their own requests, check status on their requests and view any self-service knowledge information provided. The “y” group (in your example) that would work on the tickets would have a Service Management Specialist user license - which is a license bundle that includes a write license for SRM technicians, analysts and administrators enabling them to modify data not owned by them.Or, if they work on the Service Desk rather than within Service Request Management, they’d have Incident/Problem Management user write licenses. And so on… -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Wednesday, January 26, 2011 04:53 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... David, You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? My impression was that if you have “x” number of employees that use the system -- but only “y” work on tickets sent by others, you’d require “y” fixed licenses or maybe “y/20” floating licenses… Assuming “submitter mode locked” was in use and thus submitters could interact with their own tickets, but only read others’s tickets… While the “y” group could do the ticket management (such as a help desk… working on problems submitted by areas outside their area) True? Thanks, Chas Subject: Re: License Question... The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request
Re: License Question...
Let me lead off by again reiterating that a license is not necessarily programmatic – i.e. a license does not mean that something is entered into AR System. It means you are legally enabled to utilize the product under the terms of your purchase contract. So to answer the question, yes – you have to purchase the licensed rights for requesters to use the SRM product. However, there is nothing to programmatically enter into AR System to enable the users to exercise the licensed right to use the product as defined in the purchase contract. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 06:53 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Thanks, David. So to be perfectly clear… Would these “requesters” need licenses (other than the free “read” license) if they only submit their own requests, check status on their requests, look at existing tickets, and update tickets they have submitted, assuming “Submitter Mode Lock” is enabled? Chas Subject: Re: License Question... Ø You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? No. In fact, they cannot work on tickets others have submitted because they’re not the “workers” – they are the requesters. They only need to submit their own requests, check status on their requests and view any self-service knowledge information provided. The “y” group (in your example) that would work on the tickets would have a Service Management Specialist user license - which is a license bundle that includes a write license for SRM technicians, analysts and administrators enabling them to modify data not owned by them.Or, if they work on the Service Desk rather than within Service Request Management, they’d have Incident/Problem Management user write licenses. And so on… -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Wednesday, January 26, 2011 04:53 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... David, You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? My impression was that if you have “x” number of employees that use the system -- but only “y” work on tickets sent by others, you’d require “y” fixed licenses or maybe “y/20” floating licenses… Assuming “submitter mode locked” was in use and thus submitters could interact with their own tickets, but only read others’s tickets… While the “y” group could do the ticket management (such as a help desk… working on problems submitted by areas outside their area) True? Thanks, Chas Subject: Re: License Question... The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas
Re: License Question...
Thanks, David. Now I am confused. Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to interact (including providing supplemental information) with tickets they have “Submitted”, without the cost of a license? Not tickets that others have “Submitted”, but only where they were the “Submitter”. In the case of a user created ARS application, the requirement for purchasing licenses is limited to folks who need to update tickets “Submitted” by others? And at the same time, cannot users who have no license other than the free read license, browse the tickets contained within a user created ARS application, freely viewing a ticket regardless of who “Submitted” it? Chas Subject: Re: License Question... Let me lead off by again reiterating that a license is not necessarily programmatic – i.e. a license does not mean that something is entered into AR System. It means you are legally enabled to utilize the product under the terms of your purchase contract. So to answer the question, yes – you have to purchase the licensed rights for requesters to use the SRM product. However, there is nothing to programmatically enter into AR System to enable the users to exercise the licensed right to use the product as defined in the purchase contract. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 06:53 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Thanks, David. So to be perfectly clear… Would these “requesters” need licenses (other than the free “read” license) if they only submit their own requests, check status on their requests, look at existing tickets, and update tickets they have submitted, assuming “Submitter Mode Lock” is enabled? Chas Subject: Re: License Question... Ø You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? No. In fact, they cannot work on tickets others have submitted because they’re not the “workers” – they are the requesters. They only need to submit their own requests, check status on their requests and view any self-service knowledge information provided. The “y” group (in your example) that would work on the tickets would have a Service Management Specialist user license - which is a license bundle that includes a write license for SRM technicians, analysts and administrators enabling them to modify data not owned by them.Or, if they work on the Service Desk rather than within Service Request Management, they’d have Incident/Problem Management user write licenses. And so on… -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Wednesday, January 26, 2011 04:53 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... David, You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? My impression was that if you have “x” number of employees that use the system -- but only “y” work on tickets sent by others, you’d require “y” fixed licenses or maybe “y/20” floating licenses… Assuming “submitter mode locked” was in use and thus submitters could interact with their own tickets, but only read others’s tickets… While the “y” group could do the ticket management (such as a help desk… working on problems submitted by areas outside their area) True? Thanks, Chas Subject: Re: License Question... The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent
OT - Best answer ever!! RE License Question...
Dear Listers... This has to be the best answer to a question ever!! What if I wanted to catch salmon??? Farmed or wild?:) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 27, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... EDIT Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other contracts (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. EDIT -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
David, First off, I want to thank you for taking the time to help the community understand these issues. I'm sure the topic isn't as complicated as we make it out to be, so having you shed light on things is appreciated. I understand that having a Self Service (fishing) license grants the general right to fish (and therefore no licensing specifically for that needs to be done on the server). But to take your metaphor one step further; with the hope of clearing up a question I have, does the fishing license allow me to fish On Behalf Of someone else, or is that where the Fishing Management Specialist licenses come into play (which would require configuring on the server)? Thanks again, Thad On Thu, Jan 27, 2011 at 8:21 AM, Easter, David david_eas...@bmc.com wrote: You are purchasing the business license rights to use the Self-Service * applications* (SRM and RKM) in a defined manner - namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the free read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other contracts (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user - regardless of other licenses or enabled technology - you need to have the business rights to use the application for that purpose. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas *Sent:* Thursday, January 27, 2011 07:54 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Thanks, David. Now I am confused. Isn't the purpose of the Submitter Mode Locked to enable Requesters to interact (including providing supplemental information) with tickets they have Submitted, without the cost of a license? Not tickets that others have Submitted, but only where they were the Submitter. In the case of a user created ARS application, the requirement for purchasing licenses is limited to folks who need to update tickets Submitted by others? And at the same time, cannot users who have no license other than the free read license, browse the tickets contained within a user created ARS application, freely viewing a ticket regardless of who Submitted it? Chas *Subject:* Re: License Question... Let me lead off by again reiterating that a license is not necessarily programmatic - i.e. a license does not mean that something is entered into AR System. It means you are legally enabled to utilize the product under the terms of your purchase contract. So to answer the question, yes - you have to purchase the licensed rights for requesters to use the SRM product. However, there is nothing to programmatically enter into AR System to enable the users to exercise the licensed right to use the product as defined in the purchase contract. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My
Re: License Question...
From the Configuration Guide: The Submitter Mode options are Locked—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 09:11 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas Subject: Re: License Question... You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user – regardless of other licenses or enabled technology – you need to have the business rights to use the application for that purpose. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 07:54 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Thanks, David. Now I am confused. Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to interact (including providing supplemental information) with tickets they have “Submitted”, without the cost of a license? Not tickets that others have “Submitted”, but only where they were the “Submitter”. In the case of a user created ARS application, the requirement for purchasing licenses is limited to folks who need to update tickets “Submitted” by others? And at the same time, cannot users who have no license other than the free read license, browse the tickets contained within a user created ARS application, freely viewing a ticket regardless of who “Submitted” it? Chas
Re: License Question...
Nice metaphor! I am going to keep that one in my back pocket. Jason On Thu, Jan 27, 2011 at 8:21 AM, Easter, David david_eas...@bmc.com wrote: You are purchasing the business license rights to use the Self-Service * applications* (SRM and RKM) in a defined manner - namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the free read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other contracts (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user - regardless of other licenses or enabled technology - you need to have the business rights to use the application for that purpose. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas *Sent:* Thursday, January 27, 2011 07:54 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Thanks, David. Now I am confused. Isn't the purpose of the Submitter Mode Locked to enable Requesters to interact (including providing supplemental information) with tickets they have Submitted, without the cost of a license? Not tickets that others have Submitted, but only where they were the Submitter. In the case of a user created ARS application, the requirement for purchasing licenses is limited to folks who need to update tickets Submitted by others? And at the same time, cannot users who have no license other than the free read license, browse the tickets contained within a user created ARS application, freely viewing a ticket regardless of who Submitted it? Chas *Subject:* Re: License Question... Let me lead off by again reiterating that a license is not necessarily programmatic - i.e. a license does not mean that something is entered into AR System. It means you are legally enabled to utilize the product under the terms of your purchase contract. So to answer the question, yes - you have to purchase the licensed rights for requesters to use the SRM product. However, there is nothing to programmatically enter into AR System to enable the users to exercise the licensed right to use the product as defined in the purchase contract. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas *Sent:* Thursday, January 27, 2011 06:53 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Thanks, David. So to be perfectly clear... Would these requesters need licenses (other than the free read license) if they only submit their own requests, check status on their requests, look at existing tickets, and update tickets they have
Re: OT - Best answer ever!! RE License Question...
Maybe sardines for WWRUG11 instead of Twinkies? :) On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** Dear Listers... This has to be the best answer to a question ever!! What if I wanted to catch salmon??? Farmed or wild?:) -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Easter, David *Sent:* Thursday, January 27, 2011 10:22 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... EDIT *Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license.* EDIT -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
Hi David, Thank you. So in the case of custom in-house developed ARS applications licenses are required to be purchased for those who need update access to tickets they did not submit, in effect limiting the licenses required to only those individuals, rather than some percentage of the total population of submitters, correct? Or put another way, there is no requirement to purchase a large number of unnecessary licenses for those who do not update tickets they did not submit? Chas Subject: Re: License Question... From the Configuration Guide: The Submitter Mode options are Locked—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 09:11 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas Subject: Re: License Question... You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user – regardless of other licenses or enabled technology – you need to have the business rights to use the application for that purpose. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 07:54 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Thanks, David. Now I am confused. Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to interact (including providing supplemental information) with tickets they have “Submitted”, without the cost
Re: OT - Best answer ever!! RE License Question...
Sticking with the genre of hopelessly over-processed food items set by Twinkies: fish sticks (partially thawed). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, January 27, 2011 12:36 PM To: arslist@ARSLIST.ORG Subject: Re: OT - Best answer ever!! RE License Question... ** Maybe sardines for WWRUG11 instead of Twinkies? :) On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org wrote: ** Dear Listers... This has to be the best answer to a question ever!! What if I wanted to catch salmon??? Farmed or wild?:) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 27, 2011 10:22 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: License Question... EDIT Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other contracts (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. EDIT -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: OT - Best answer ever!! RE License Question...
** Technically speaking, at floor-to-cieling distance, it's fairly difficult to tell the difference between the Twinkie which is still stuck in a certain San Jose chandelier and a fish stick! Let us be forever thankful for the Twinkie's indestructible plastic wrapper.On Jan 27, 2011, at 12:40 PM, strauss wrote:** Sticking with the genre of hopelessly over-processed food items set by Twinkies: fish sticks (partially thawed).Christopher Strauss, Ph.D.Call Tracking Administration ManagerUniversity of North Texas Computing IT Centerhttp://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason MillerSent: Thursday, January 27, 2011 12:36 PMTo: arslist@ARSLIST.ORGSubject: Re: OT - Best answer ever!! RE License Question...** Maybe sardines for WWRUG11 instead of Twinkies? :)On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote:** Dear Listers...This has to be the best answer to a question ever!! What if I wanted to catch salmon??? Farmed or wild? :)From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, DavidSent: Thursday, January 27, 2011 10:22 AMTo: arslist@ARSLIST.ORGSubject: Re: License Question...EDITTrying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license.EDIT-David J. EasterManager of Product Management, Remedy PlatformBMC Software, Inc.The opinions, statements, and/or suggested courses of actionexpressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc._attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004 _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: OT - Best answer ever!! RE License Question...
Even better! You're not going to throw out such a suggestion and skip out on us again this year? (I know not always our decision) On Thu, Jan 27, 2011 at 10:40 AM, strauss stra...@unt.edu wrote: ** Sticking with the genre of hopelessly over-processed food items set by Twinkies: fish sticks (partially thawed). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Thursday, January 27, 2011 12:36 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: OT - Best answer ever!! RE License Question... ** Maybe sardines for WWRUG11 instead of Twinkies? :) On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** Dear Listers... This has to be the best answer to a question ever!! What if I wanted to catch salmon??? Farmed or wild?:) -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Easter, David *Sent:* Thursday, January 27, 2011 10:22 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... EDIT *Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license.* EDIT -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
I guess it depends. Are you fishing, keeping the fishing rod in your hands at all times, and just handing the fish you catch over to someone else? (i.e. you are always the submitter and no one else is ever logging into SRM/RKM)? Or are you standing behind someone and helping them cast, then handing the rod over to them so they can finish fishing (i.e. you submit the request, but immediately change the submitter to them – thereby making it nearly identical to what would have happened had they submitted the request themselves)? If the former, then you are the only one logging into SRM and thus you’re the sole user of the system. No one else ever logs in so they’re not accessing the system. Note that this is kind of the antithesis of “self-service”, yes? If the latter (which is probably the case), then the other users are logging into see the status of tickets you submitted for them, viewing knowledge articles and interacting through the system with the Service Management Specialists who are working their tickets. Or, keeping in the metaphor, if a park ranger found a person with a fishing rod in their hands, would the park ranger accept a response of “oh no, I’m not fishing – I’m just holding the rod and catching the fish… he did the initial fishing.” ;-) As you point out, don’t make it complicated. If the end result is the same as if the user had performed the action themselves, then they’re considered to be using the system. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Thursday, January 27, 2011 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, First off, I want to thank you for taking the time to help the community understand these issues. I'm sure the topic isn't as complicated as we make it out to be, so having you shed light on things is appreciated. I understand that having a Self Service (fishing) license grants the general right to fish (and therefore no licensing specifically for that needs to be done on the server). But to take your metaphor one step further; with the hope of clearing up a question I have, does the fishing license allow me to fish On Behalf Of someone else, or is that where the Fishing Management Specialist licenses come into play (which would require configuring on the server)? Thanks again, Thad On Thu, Jan 27, 2011 at 8:21 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user – regardless of other licenses or enabled technology – you need to have the business rights to use the application for that purpose. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc
Re: License Question...
And just as a reminder (although Dave is the official voice of BMC) - Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can. One should not try to get around this by, for an example, having a help desk person take the ticket on the phone; putting them as the submitter; and then letting them work the ticket through to the end or put in updates from the second level people who are actually working the ticket without a write license. Or let's say I'm a change person; if I open a change request for myself and then want to work it all the way through to completion - I should have a write license. If one is working a ticket, one is expected to have a write license. There are always technical tricks you can do, but those are not allowed (the EULA has wording to this effect). Anne *** not speaking officially from BMC but trying to ensure the point of read vs write licenses are not missed *** now, back to the smoked salmon... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Hi David, Thank you. So in the case of custom in-house developed ARS applications licenses are required to be purchased for those who need update access to tickets they did not submit, in effect limiting the licenses required to only those individuals, rather than some percentage of the total population of submitters, correct? Or put another way, there is no requirement to purchase a large number of unnecessary licenses for those who do not update tickets they did not submit? Chas Subject: Re: License Question... From the Configuration Guide: The Submitter Mode options are Locked—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 09:11 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas Subject: Re: License Question... You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may
Re: License Question...
Hi all, I did not understand the license... well, but the fishing model really help me here... This is a great thread, as I learn something new today. Thanks Andrew. On Thu, Jan 27, 2011 at 11:42 AM, Brock, Anne anne_br...@bmc.com wrote: And just as a reminder (although Dave is the official voice of BMC) - Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can. One should not try to get around this by, for an example, having a help desk person take the ticket on the phone; putting them as the submitter; and then letting them work the ticket through to the end or put in updates from the second level people who are actually working the ticket without a write license. Or let's say I'm a change person; if I open a change request for myself and then want to work it all the way through to completion - I should have a write license. If one is working a ticket, one is expected to have a write license. There are always technical tricks you can do, but those are not allowed (the EULA has wording to this effect). Anne *** not speaking officially from BMC but trying to ensure the point of read vs write licenses are not missed *** now, back to the smoked salmon... *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas *Sent:* Thursday, January 27, 2011 10:38 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Hi David, Thank you. So in the case of custom in-house developed ARS applications licenses are required to be purchased for those who need update access to tickets they did not submit, in effect limiting the licenses required to only those individuals, rather than some percentage of the total population of submitters, correct? Or put another way, there is no requirement to purchase a large number of unnecessary licenses for those who do not update tickets they did not submit? Chas *Subject:* Re: License Question... From the Configuration Guide: The Submitter Mode options are *Locked*—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. *Changeable*—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas *Sent:* Thursday, January 27, 2011 09:11 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas *Subject:* Re: License Question... You are purchasing the business license rights to use the Self-Service * applications* (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you
Re: License Question...
Hi Anne, Actually, I was under the impression that Dave was not “…the official voice of BMC…” (based upon his sig-line which clearly indicates his opinions are his own); I simply thought he’d have the answer to this question regarding proper licensing requirements. What I am trying to confirm is similar to what you opined – namely: “Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can.” I do not understand your next statement about “…having a help desk person take the ticket on the phone…” Wouldn’t they then be the “Submitter”, and thus ruin the ability of the actual end user with the issue to add an updated description, for example? I guess to be real clear, I am asking if “Submitter Mode Lock” creates a situation where the end users do not have to have a paid license, only the help desk and actual “second level” actually working the ticket do? Is not the intent of “Submitter Mode Lock” to make Remedy affordable to an organization so it is more widely used? Also to be explicitly clear, I am only concerned with custom in house written Remedy apps, not ones that have additional licensing requirements. Chas Subject: Re: License Question... And just as a reminder (although Dave is the official voice of BMC) - Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can. One should not try to get around this by, for an example, having a help desk person take the ticket on the phone; putting them as the submitter; and then letting them work the ticket through to the end or put in updates from the second level people who are actually working the ticket without a write license. Or let's say I'm a change person; if I open a change request for myself and then want to work it all the way through to completion - I should have a write license. If one is working a ticket, one is expected to have a write license. There are always technical tricks you can do, but those are not allowed (the EULA has wording to this effect). Anne *** not speaking officially from BMC but trying to ensure the point of read vs write licenses are not missed *** now, back to the smoked salmon... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Hi David, Thank you. So in the case of custom in-house developed ARS applications licenses are required to be purchased for those who need update access to tickets they did not submit, in effect limiting the licenses required to only those individuals, rather than some percentage of the total population of submitters, correct? Or put another way, there is no requirement to purchase a large number of unnecessary licenses for those who do not update tickets they did not submit? Chas Subject: Re: License Question... From the Configuration Guide: The Submitter Mode options are Locked—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 09:11 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas Subject: Re: License Question... You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights
OT - Best answer ever!! RE License Question...
Hi, I have bought a fishing rod, and want to eat canned tuna, not canned applications... Is the sole user of the system be a fish? /Misi I guess it depends. Are you fishing, keeping the fishing rod in your hands at all times, and just handing the fish you catch over to someone else? (i.e. you are always the submitter and no one else is ever logging into SRM/RKM)? Or are you standing behind someone and helping them cast, then handing the rod over to them so they can finish fishing (i.e. you submit the request, but immediately change the submitter to them – thereby making it nearly identical to what would have happened had they submitted the request themselves)? If the former, then you are the only one logging into SRM and thus you’re the sole user of the system. No one else ever logs in so they’re not accessing the system. Note that this is kind of the antithesis of “self-service”, yes? If the latter (which is probably the case), then the other users are logging into see the status of tickets you submitted for them, viewing knowledge articles and interacting through the system with the Service Management Specialists who are working their tickets. Or, keeping in the metaphor, if a park ranger found a person with a fishing rod in their hands, would the park ranger accept a response of “oh no, I’m not fishing – I’m just holding the rod and catching the fish… he did the initial fishing.” ;-) As you point out, don’t make it complicated. If the end result is the same as if the user had performed the action themselves, then they’re considered to be using the system. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Thursday, January 27, 2011 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, First off, I want to thank you for taking the time to help the community understand these issues. I'm sure the topic isn't as complicated as we make it out to be, so having you shed light on things is appreciated. I understand that having a Self Service (fishing) license grants the general right to fish (and therefore no licensing specifically for that needs to be done on the server). But to take your metaphor one step further; with the hope of clearing up a question I have, does the fishing license allow me to fish On Behalf Of someone else, or is that where the Fishing Management Specialist licenses come into play (which would require configuring on the server)? Thanks again, Thad On Thu, Jan 27, 2011 at 8:21 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: You are purchasing the business license rights to use the Self-Service applications (SRM and RKM) in a defined manner – namely to allow end-users to submit service requests, view their service requests and to view knowledge articles provided for self-service. Regardless of any other business rights obtained through other licenses purchased, you have to purchase Self-Service user capacity to use SRM and RKM for self-service. When you purchased AR System, you obtained unlimited rights to use the “free” read licenses within applications that have no other restrictions around their use. For Self-Service, there is an additional business license right that is needed to use the applications for a specific purpose. Regardless of the technology that enables their use, you have to have the business license rights to use the application as defined in your purchase contract.The Self-Service business license is needed in addition to any other licenses. Trying to make this into a dumb metaphor, think about a fishing license. A fishing license enables you to go fishing. However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish. Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations). So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna. To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license. So if you use the SRM or RKM applications for self-service as an end user – regardless of other licenses or enabled
Re: License Question...
Chas, I have a custom in-house built system that utilizes read licenses extensively. The application is a Quote/Order system, here is how it works. The sales users create their own quotes and do everything they need with their own records, once the quote reaches a certain stage it is handed off to other teams to fulfill the customers orders. The sales users only see/touch their own requests and as such, only have read licenses. All other users of the system have either Fixed or Floating licenses. We have situations where one user will create a quote FOR a sales user…in that case the submitter of the quote is the sales user in question instead of the person pressing the button, but in this scenario, the sales user typically picks the quote up once its created and works it just as if they had created it to begin with….the person that created it for them is typically with a group that has a write license, but if they happen to be another sales user, they wouldn’t be able to modify the record after it was created anyway because they also have a read license…so it would be up to the other read user to modify it further anyway. Based on everything I have read and the years of experience I have, this does not ‘sidestep’ any rules, but abides by the rules quite nicely. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... Hi Anne, Actually, I was under the impression that Dave was not “…the official voice of BMC…” (based upon his sig-line which clearly indicates his opinions are his own); I simply thought he’d have the answer to this question regarding proper licensing requirements. What I am trying to confirm is similar to what you opined – namely: “Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can.” I do not understand your next statement about “…having a help desk person take the ticket on the phone…” Wouldn’t they then be the “Submitter”, and thus ruin the ability of the actual end user with the issue to add an updated description, for example? I guess to be real clear, I am asking if “Submitter Mode Lock” creates a situation where the end users do not have to have a paid license, only the help desk and actual “second level” actually working the ticket do? Is not the intent of “Submitter Mode Lock” to make Remedy affordable to an organization so it is more widely used? Also to be explicitly clear, I am only concerned with custom in house written Remedy apps, not ones that have additional licensing requirements. Chas ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
Matt, Technically, speaking it is not required as a read license will suffice if the server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but it should carry over to the 7.x version as well since it uses the same foundation (CAI) for request creation. I’m not sure where the User Add-On License came from but any enlightenment would be appreciated. -Eric From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: arslist@ARSLIST.ORG Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
Matt, I just spent 5 days with BMC support trying to understand what a BMC:Remedy Service Desk license or a BMC Remedy Asset Configuration License is, since there is not pull down for either when you try to add a license. Maybe some one smarter then me (or BMC support) can help? hbr On Wed, Jan 26, 2011 at 11:09 AM, Matthew Perrault matthew.perra...@genmills.com wrote: All, Currently we are paying for: BMC Remedy Self Service - User Add-On License According to BMC they state it is needed by end users to submit a request? But That doesn't make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I've done some searching on the web (couldn't find anything in the documentation...) and apparently this BMC Remedy Self Service LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
“I’m not sure where the User Add-On License came from” That’s what BMC labeled it, when they sent the quote to us. We are running SRM 2.2, with Submitter mode locked. I started going through our list of applied licenses (Form: AR System Administration: Add or Remove Licenses) And don’t even see it listed there either, yet we are using SRM just fine. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D Sent: Wednesday, January 26, 2011 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Matt, Technically, speaking it is not required as a read license will suffice if the server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but it should carry over to the 7.x version as well since it uses the same foundation (CAI) for request creation. I’m not sure where the User Add-On License came from but any enlightenment would be appreciated. -Eric From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: arslist@ARSLIST.ORG Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
Matt, I would bet that there’s some misunderstanding within the sales org at BMC about this requirement. I would recommend having a discussion with your account rep if no one can offer any other guidance here. Perhaps David Easter can enlighten us, as well? -Eric From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... “I’m not sure where the User Add-On License came from” That’s what BMC labeled it, when they sent the quote to us. We are running SRM 2.2, with Submitter mode locked. I started going through our list of applied licenses (Form: AR System Administration: Add or Remove Licenses) And don’t even see it listed there either, yet we are using SRM just fine. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roys, Eric D Sent: Wednesday, January 26, 2011 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Matt, Technically, speaking it is not required as a read license will suffice if the server is set with Submitter Mode = Locked. That was the case with SRM 2.x, but it should carry over to the 7.x version as well since it uses the same foundation (CAI) for request creation. I’m not sure where the User Add-On License came from but any enlightenment would be appreciated. -Eric From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: arslist@ARSLIST.ORG Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
There is no such thing as a BMC:Remedy Service Desk license within AR System itself. When you purchase Service Desk, you receive licenses for Incident Management and Problem Management. I don’t know of any license bundle called “Remedy Asset Configuration” so you may want to recheck with your sales person on what license bundle was purchased thre. They will have a mapping of what is in the bundle and thus the programmatic licenses to chose (if any) within AR System to activate your purchase. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Wednesday, January 26, 2011 08:28 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** Matt, I just spent 5 days with BMC support trying to understand what a BMC:Remedy Service Desk license or a BMC Remedy Asset Configuration License is, since there is not pull down for either when you try to add a license. Maybe some one smarter then me (or BMC support) can help? hbr On Wed, Jan 26, 2011 at 11:09 AM, Matthew Perrault matthew.perra...@genmills.commailto:matthew.perra...@genmills.com wrote: All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: License Question...CLOSED
Ok Thanks David, That explains what that license is for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Wednesday, January 26, 2011 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P.
Re: License Question...
David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It's nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the back-end processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Matthew Perrault *Sent:* Wednesday, January 26, 2011 08:25 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks *From:* Matthew Perrault *Sent:* Wednesday, January 26, 2011 10:10 AM *To:* 'arslist@ARSLIST.ORG' *Subject:* License Question... All, Currently we are paying for: BMC Remedy Self Service - User Add-On License According to BMC they state it is needed by end users to submit a request? But That doesn't make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I've done some searching on the web (couldn't find anything in the documentation...) and apparently this BMC Remedy Self Service LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Re: License Question...
Great information. Thank you! Jason On Wed, Jan 26, 2011 at 1:30 PM, Easter, David david_eas...@bmc.com wrote: The ratio for the floating Self-Service licenses is 100 to 1 - i.e. if you have 14,000 employees that could potentially access the system, you'd need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller *Sent:* Wednesday, January 26, 2011 01:03 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It's nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the back-end processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Matthew Perrault *Sent:* Wednesday, January 26, 2011 08:25 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks *From:* Matthew Perrault *Sent:* Wednesday, January 26, 2011 10:10 AM *To:* 'arslist@ARSLIST.ORG' *Subject:* License Question... All, Currently we are paying for: BMC Remedy Self Service - User Add-On License According to BMC they state it is needed by end users to submit a request? But That doesn't make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I've done some searching on the web (couldn't find anything in the documentation...) and apparently this BMC Remedy Self Service LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
David, Thanks it seems that what sales sells (or is on the details form) does not match up with what you can add to the server. Take care, Howard Sent from my iPhone 4 On Jan 26, 2011, at 5:46 PM, Jason Miller jason.mil...@gmail.com wrote: ** Great information. Thank you! Jason On Wed, Jan 26, 2011 at 1:30 PM, Easter, David david_eas...@bmc.com wrote: The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: License Question...
David, You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? My impression was that if you have “x” number of employees that use the system -- but only “y” work on tickets sent by others, you’d require “y” fixed licenses or maybe “y/20” floating licenses… Assuming “submitter mode locked” was in use and thus submitters could interact with their own tickets, but only read others’s tickets… While the “y” group could do the ticket management (such as a help desk… working on problems submitted by areas outside their area) True? Thanks, Chas Subject: Re: License Question... The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday, January 26, 2011 10:10 AM To: 'arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG' Subject: License Question... All, Currently we are paying for: BMC Remedy Self Service − User Add−On License According to BMC they state it is needed by end users to submit a request? But That doesn’t make sense. All you need to submit a request is to have a Read LICENSE, and Service Request User permissions. Now, I’ve done some searching on the web (couldn’t find anything in the documentation…) and apparently this “BMC Remedy Self Service” LICENSE is needed by the Request System. But How is it needed and Why is it needed? We have the BMC:SR Mgmt Application license, is this the same thing? Then I take a look at the quantity of these Licenses that we have, and they seem either WAY too low, or WAY too high. Any help would be appreciated, Thanks Matt P. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This email is confidential and intended solely for the use of the individual(s) to whom it is addressed. The information contained in this message may be privileged and confidential and protected from disclosure. If you are not the author's intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you have received this email in error please delete all
Re: License Question...
Ø You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? No. In fact, they cannot work on tickets others have submitted because they’re not the “workers” – they are the requesters. They only need to submit their own requests, check status on their requests and view any self-service knowledge information provided. The “y” group (in your example) that would work on the tickets would have a Service Management Specialist user license - which is a license bundle that includes a write license for SRM technicians, analysts and administrators enabling them to modify data not owned by them.Or, if they work on the Service Desk rather than within Service Request Management, they’d have Incident/Problem Management user write licenses. And so on… -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Wednesday, January 26, 2011 04:53 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... David, You are saying this because the 14,000 employees in your example may need to work on tickets others have submitted? My impression was that if you have “x” number of employees that use the system -- but only “y” work on tickets sent by others, you’d require “y” fixed licenses or maybe “y/20” floating licenses… Assuming “submitter mode locked” was in use and thus submitters could interact with their own tickets, but only read others’s tickets… While the “y” group could do the ticket management (such as a help desk… working on problems submitted by areas outside their area) True? Thanks, Chas Subject: Re: License Question... The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 14,000 employees that could potentially access the system, you’d need 140 floating licenses. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, January 26, 2011 01:03 PM To: arslist@ARSLIST.ORG Subject: Re: License Question... ** David, The statement it represents the total number of users that your organization expects to access..., that does not hold true for floating Self-Service correct? Say we have BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn and have 14,000 potential users who would access SRM (our total expected user count). Since it is a floating license this should cover the 14k people who may need to request something from our IT dept or search the KB? Assuming no more than 20 people at a time are trying to use Self-Service functionality, correct? Jason On Wed, Jan 26, 2011 at 8:50 AM, Easter, David david_eas...@bmc.commailto:david_eas...@bmc.com wrote: The BMC Remedy Self-Service license is a business license, not a programmatic license. It’s nothing to do with read or write licenses. It represents the total number of users that your organization expects to access Service Request Management to submit or check status on service requests and utilize Remedy Knowledge Management based self-service knowledge articles. Self-Service pricing is based on that number of users. Additional, and programmatic, licenses are required for the “back-end” processing of such service requests. Those additional licenses represent the write licenses needed for your SRM Analysts/technicians, Service Desk technicians, Change Managers, Asset Managers, etc. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, January 26, 2011 08:25 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: License Question... Sorry forgot to Add. ITSM 7.1 ARS 7.1 Patch 8 Thanks From: Matthew Perrault Sent: Wednesday
Re: license Question
Hi, This *RUG presentation explains how licenses are allocated: http://rrr.se/doc/RRR_LicenseManagement.pdf The full version of our RRR|License tool will help you allocate the exact optimum of licenses for each application type, based on your specific usage. You can use RRR|License to analyze your utilization, and buy more licenses as your usage grow, instead of making a wild guess up front. The free test-version can be used to check your current allcation of AR System licenses. Upon request, you can get test-access to the application license analysis as well. Best Regards - Misi, RRR, AB, http://rrr.se Hi, Basically we are using arsystem 7.0.1 with ITSM. For Example we have: AR USER 50 fixed AR USER 50 Floating Change Management Fixed 20 Change Management Floating 10 Incident Management Fixed 20 Incident Management Floating 10 Looking at the license tool, it seems that when we run out it is mainly from the User pool. Can someone explain exactly how the Change and Incident Licenses work?We need to purchase more licenses, should we only purchase USER license and not the app fixed/floating. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: license Question
Hi Tim, With ITSM 7, you can monitor the usage of application user licenses. Also it captures any token denials. You will have to configure monitoring in the Application Statistics Configuration form. Similarly you can monitor AR User usage by enabling server statistics. As per my own experience capturing period of 15 minutes (900 seconds) is sufficient. It provides 96 reading per day. If you collect statistics for 1 month that should give you good idea about the usage pattern. You can also infer the required mix of fixed and floating number. Best Regards, Uday Joshi Delivery Manager - BSM Tech Support Technology Infrastructure Services - BSM Unit --- Wipro Technologies, Hinjewadi, Pune 411057 India Tel: +91 20 39104092 VOIP 842-5103 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Wednesday, September 17, 2008 09:03 PM To: arslist@ARSLIST.ORG Subject: license Question ** Hi, Basically we are using arsystem 7.0.1 with ITSM. For Example we have: AR USER 50 fixed AR USER 50 Floating Change Management Fixed 20 Change Management Floating 10 Incident Management Fixed 20 Incident Management Floating 10 Looking at the license tool, it seems that when we run out it is mainly from the User pool. Can someone explain exactly how the Change and Incident Licenses work?We need to purchase more licenses, should we only purchase USER license and not the app fixed/floating. Thanks Tim __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ATSLogo.JPG
Re: license Question
You need both an application license and a User license when a User logs in. The User license allow the right to the data base the Application license provides access to the application. If you upgrade to ARS 7.1 the ability to add licenses is simpler. -Original Message- From: Timothy Rondeau [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 17 Sep 2008 10:33 am Subject: license Question ** Hi, ? Basically we are using arsystem 7.0.1 with ITSM. ? For Example we have:? ? AR USER 50 fixed AR USER 50 Floating ? Change Management Fixed 20 Change Management Floating 10 ? Incident Management Fixed 20 Incident Management Floating 10 ? ? Looking at the license tool, it seems that when we run out it is mainly from the User pool.?? Can someone explain exactly how the Change and Incident Licenses work?? ??We need to purchase more licenses, should we only purchase USER license and not the app fixed/floating. ? Thanks ? Tim __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: license Question
Hi, Different forms are tagged to different application. Whenever you access data in a tagged form, the system will verify that you have a license for the related application. I have summarized some things in a presentation I have done at a couple of local RUGs: http://rrr.se/doc/RRR_LicenseManagement.pdf Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hi, Basically we are using arsystem 7.0.1 with ITSM. For Example we have: AR USER 50 fixed AR USER 50 Floating Change Management Fixed 20 Change Management Floating 10 Incident Management Fixed 20 Incident Management Floating 10 Looking at the license tool, it seems that when we run out it is mainly from the User pool. Can someone explain exactly how the Change and Incident Licenses work?We need to purchase more licenses, should we only purchase USER license and not the app fixed/floating. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: License Question: Helpdesk vs ServiceDesk (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE My understanding is you will need to purge the license and then have licensing generate a Help Desk 6.0 key. If you're setting up a second instance of Remedy you can always ask for a 90-day demo license. --- Ryan M. Mench Remedy Development United States Army Directorate of Information Management (DOIM) 6151 Specker Ave, Bldg 1550, Rm 2210 Fort Carson, CO 80913 (719)524.0514 --- -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Tuesday, February 27, 2007 11:58 AM To: arslist@ARSLIST.ORG Subject: License Question: Helpdesk vs ServiceDesk Will service desk (ITSM 7) licenses work with Helpdesk 6? For example if I were to apply service desk floating licenses to my Helpdesk 6 server, would I be able to use those licenses? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: License Question: Helpdesk vs ServiceDesk
What I am trying to get at is, if I bought new licenses and BMC only sells Service Desk licenses will the Service Desk licenses work against my older version of Helpdesk. Roger Justice wrote: ** The new user licenses are specific to Incident and Problem. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 27 Feb 2007 1:57 PM Subject: License Question: Helpdesk vs ServiceDesk Will service desk (ITSM 7) licenses work with Helpdesk 6? For example if I were to apply service desk floating licenses to my Helpdesk 6 server, would I be able to use those licenses? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are *Check out the new AOL* http://pr.atwola.com/promoclk/1615326657x4311227241x4298082137/aol?redir=http%3A%2F%2Fwww%2Eaol%2Ecom%2Fnewaol. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. __20060125___This posting was submitted with HTML in it___ -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: License Question: Helpdesk vs ServiceDesk
The answer is no they will not. You will need to contact sales to determine if new licenses for version previous to 7 can still be purchased. I would be very surprised if they are not available since the license key creation software will still create licenses for 6.03. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 27 Feb 2007 3:16 PM Subject: Re: License Question: Helpdesk vs ServiceDesk What I am trying to get at is, if I bought new licenses and BMC only sells Service Desk licenses will the Service Desk licenses work against my older version of Helpdesk. Roger Justice wrote: ** The new user licenses are specific to Incident and Problem. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 27 Feb 2007 1:57 PM Subject: License Question: Helpdesk vs ServiceDesk Will service desk (ITSM 7) licenses work with Helpdesk 6? For example if I were to apply service desk floating licenses to my Helpdesk 6 server, would I be able to use those licenses? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are *Check out the new AOL* http://pr.atwola.com/promoclk/1615326657x4311227241x4298082137/aol?redir=http%3A%2F%2Fwww%2Eaol%2Ecom%2Fnewaol. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. __20060125___This posting was submitted with HTML in it___ -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Check out the new AOL. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Read: Spam: Re: License Question: Helpdesk vs ServiceDesk
Your message To: arslist@ARSLIST.ORG Subject: Spam: Re: License Question: Helpdesk vs ServiceDesk Sent:Tue, 27 Feb 2007 14:16:32 -0600 was read on Tue, 27 Feb 2007 15:22:53 -0600 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Read: Spam: Re: License Question: Helpdesk vs ServiceDesk
Your message To: arslist@ARSLIST.ORG Subject: Spam: Re: License Question: Helpdesk vs ServiceDesk Sent:Tue, 27 Feb 2007 13:23:17 -0600 was read on Tue, 27 Feb 2007 15:22:53 -0600 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: License Question: Helpdesk vs ServiceDesk
Roger, Thanks...I asked for Helpdesk and they sent me a quote for Service Desk, so I just wanted to make doubly sure. I will get with my sales rep about this. Thanks Kyle Roger Justice wrote: ** The answer is no they will not. You will need to contact sales to determine if new licenses for version previous to 7 can still be purchased. I would be very surprised if they are not available since the license key creation software will still create licenses for 6.03. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 27 Feb 2007 3:16 PM Subject: Re: License Question: Helpdesk vs ServiceDesk What I am trying to get at is, if I bought new licenses and BMC only sells Service Desk licenses will the Service Desk licenses work against my older version of Helpdesk. Roger Justice wrote: ** The new user licenses are specific to Incident and Problem. -Original Message- From: [EMAIL PROTECTED] javascript:parent.ComposeTo(kyle.whitley%40USG.EDU, ); To: arslist@ARSLIST.ORG javascript:parent.ComposeTo(arslist%40ARSLIST.ORG, ); Sent: Tue, 27 Feb 2007 1:57 PM Subject: License Question: Helpdesk vs ServiceDesk Will service desk (ITSM 7) licenses work with Helpdesk 6? For example if I were to apply service desk floating licenses to my Helpdesk 6 server, would I be able to use those licenses? Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ http://www.arslist.org/ ARSlist:Where the Answers Are *Check out the new AOL* http://pr.atwola.com/promoclk/1615326657x4311227241x4298082137/aol?redir=http%3A%2F%2Fwww%2Eaol%2Ecom%2Fnewaol. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. __20060125___This posting was submitted with HTML in it___ -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are *Check out the new AOL* http://pr.atwola.com/promoclk/1615326657x4311227241x4298082137/aol?redir=http%3A%2F%2Fwww%2Eaol%2Ecom%2Fnewaol. Most comprehensive set of free safety and security tools, free access to millions of high-quality videos from across the web, free AOL Mail and more. __20060125___This posting was submitted with HTML in it___ -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
