Re: Wednesday SRM Humor

[Mahesh Chandra]

I have been working with Jason and Jeff on all our issues and they have been
very helpful.



I learnt SRM while I was on a migration project from ITSP Request Management
to ITSM SRM 2.2 and since then been involved in multiple SRM implementations
and have seen *good user reviews* about it. Yeah, there are defects and I
worked on to fix most of them. The learning curve was not bad.


Some of the main features that I customized so far:

 1. “On Behalf Of” functionality so that any user can submit a Service
Request for others.



Even though this was added as an OOB feature in Patch 2, there are still
defects.



2. Ability to request the same service for multiple people
simultaneously and initiation of multiple backend office requests



Example: New employee on boarding process.



My third major customization would have been the issue with template and
“Global” company but was sidetracked with other things. Most of the services
I designed/developed were using advanced interface forms involving custom
workflow and integrating other applications.



Overall, it is a decent product in my opinion.



Thanks

Mahesh


On Thu, Jul 9, 2009 at 4:22 PM, Pierson, Shawn wrote:

> We have been working with a guy named Jason on our issues, and he has been
> helpful.  However, I think BMC should just put some of the engineers on
> first level support for a few months and notify everyone that bought SRM.
>
> I do think that once you get past the issues and get everything working,
> it's probably a decent product.  The problem is that it is more complex and
> involved than any other OOtB Remedy application.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Tami Palacky
> Sent: Thursday, July 09, 2009 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Wednesday SRM Humor
>
> i am going to have to side with Shawn no matter what.  i have been
> pulling my hair out over SRM and its idiosyncrasies for over 6
> months.  harldy anyone knows anything about this application and
> support is not always helpful or its "out of the realm of support"
>
> On Jul 8, 6:05 pm, Lyle Taylor  wrote:
> > "foo", "bar" and "foobar" are very commonly used in the field of computer
> programming and have been around for quite a while.  Take a look at this:
> >
> > http://en.wikipedia.org/wiki/Foobar
> >
> > Lyle
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Pierson, Shawn
> > Sent: Wednesday, July 08, 2009 3:53 PM
> > To: arsl...@arslist.org
> > Subject: Re: Wednesday SRM Humor
> >
> > **
> > I recall when I was learning Perl the book I used always seemed to use
> $foo and $bar as variable names, and I know there is some other history of
> spelling it that way, but I'm not really familiar with it like I am the
> military term fubar.
> >
> > Shawn
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Lyle Taylor
> > Sent: Wednesday, July 08, 2009 4:45 PM
> > To: arsl...@arslist.org
> > Subject: Re: Wednesday SRM Humor
> >
> > **
> > Nice.  :-)  Although, in their defense, they may really have meant FOOBAR
> and not FUBAR - they're two completely different things.  The fact that the
> later seems to apply in many cases is beside the point.  ;-)
> >
> > Lyle
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Pierson, Shawn
> > Sent: Wednesday, July 08, 2009 3:35 PM
> > To: arsl...@arslist.org
> > Subject: Wednesday SRM Humor
> >
> > **
> > I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate
> Change and Incident templates to AOTs.  As a part of my troubleshooting, In
> my investigations, it appears that BMC hardcoded a field in the search
> criteria for Incident and Change templates that doesn't exist on either the
> HPD or CHG Template forms.
> >
> > However, that field does exist on a form called SRM:SampleAppTemplate.
>  When I opened that form to look, I saw what BMC's developers really think
> about the SRM product --  the Assigned Group field on that form has a
> default value of "FOOBAR".
> >
> > So we see that not only do BMC developers appear to have a low opinion of
> their product, but their bugs are not limited to the application itself.
>  Even their spelling of FUBAR is incorrect.
> >
> > It could be worse though.  At least they're not as bad as Microsoft.  :)
> >
> > Thanks,
> >
> &g

Re: Wednesday SRM Humor

[Pierson, Shawn]

We have been working with a guy named Jason on our issues, and he has been 
helpful.  However, I think BMC should just put some of the engineers on first 
level support for a few months and notify everyone that bought SRM.

I do think that once you get past the issues and get everything working, it's 
probably a decent product.  The problem is that it is more complex and involved 
than any other OOtB Remedy application.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tami Palacky
Sent: Thursday, July 09, 2009 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wednesday SRM Humor

i am going to have to side with Shawn no matter what.  i have been
pulling my hair out over SRM and its idiosyncrasies for over 6
months.  harldy anyone knows anything about this application and
support is not always helpful or its "out of the realm of support"

On Jul 8, 6:05 pm, Lyle Taylor  wrote:
> "foo", "bar" and "foobar" are very commonly used in the field of computer 
> programming and have been around for quite a while.  Take a look at this:
>
> http://en.wikipedia.org/wiki/Foobar
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:53 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> I recall when I was learning Perl the book I used always seemed to use $foo 
> and $bar as variable names, and I know there is some other history of 
> spelling it that way, but I'm not really familiar with it like I am the 
> military term fubar.
>
> Shawn
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
> Sent: Wednesday, July 08, 2009 4:45 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
> not FUBAR - they're two completely different things.  The fact that the later 
> seems to apply in many cases is beside the point.  ;-)
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:35 PM
> To: arsl...@arslist.org
> Subject: Wednesday SRM Humor
>
> **
> I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
> Change and Incident templates to AOTs.  As a part of my troubleshooting, In 
> my investigations, it appears that BMC hardcoded a field in the search 
> criteria for Incident and Change templates that doesn't exist on either the 
> HPD or CHG Template forms.
>
> However, that field does exist on a form called SRM:SampleAppTemplate.  When 
> I opened that form to look, I saw what BMC's developers really think about 
> the SRM product --  the Assigned Group field on that form has a default value 
> of "FOOBAR".
>
> So we see that not only do BMC developers appear to have a low opinion of 
> their product, but their bugs are not limited to the application itself.  
> Even their spelling of FUBAR is incorrect.
>
> It could be worse though.  At least they're not as bad as Microsoft.  :)
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union
>
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
> hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
>
> NOTICE: This email message is for the sole use of the intended recipient(s) 
> and may contain confidential and privileged information. Any unauthorized 
> review, use, disclosure or distribution is prohibited. If you are not the 
> intended recipient, please contact the sender by reply email and destroy all 
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> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
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Re: Wednesday SRM Humor

[Lyle Taylor]

Yeah, I completely understand.  I've had similar experiences with other of the 
ITSM apps.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tami Palacky
Sent: Thursday, July 09, 2009 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wednesday SRM Humor

i am going to have to side with Shawn no matter what.  i have been
pulling my hair out over SRM and its idiosyncrasies for over 6
months.  harldy anyone knows anything about this application and
support is not always helpful or its "out of the realm of support"

On Jul 8, 6:05 pm, Lyle Taylor  wrote:
> "foo", "bar" and "foobar" are very commonly used in the field of computer 
> programming and have been around for quite a while.  Take a look at this:
>
> http://en.wikipedia.org/wiki/Foobar
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:53 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> I recall when I was learning Perl the book I used always seemed to use $foo 
> and $bar as variable names, and I know there is some other history of 
> spelling it that way, but I'm not really familiar with it like I am the 
> military term fubar.
>
> Shawn
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
> Sent: Wednesday, July 08, 2009 4:45 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
> not FUBAR - they're two completely different things.  The fact that the later 
> seems to apply in many cases is beside the point.  ;-)
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:35 PM
> To: arsl...@arslist.org
> Subject: Wednesday SRM Humor
>
> **
> I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
> Change and Incident templates to AOTs.  As a part of my troubleshooting, In 
> my investigations, it appears that BMC hardcoded a field in the search 
> criteria for Incident and Change templates that doesn't exist on either the 
> HPD or CHG Template forms.
>
> However, that field does exist on a form called SRM:SampleAppTemplate.  When 
> I opened that form to look, I saw what BMC's developers really think about 
> the SRM product --  the Assigned Group field on that form has a default value 
> of "FOOBAR".
>
> So we see that not only do BMC developers appear to have a low opinion of 
> their product, but their bugs are not limited to the application itself.  
> Even their spelling of FUBAR is incorrect.
>
> It could be worse though.  At least they're not as bad as Microsoft.  :)
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union
>
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
> hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
>
> NOTICE: This email message is for the sole use of the intended recipient(s) 
> and may contain confidential and privileged information. Any unauthorized 
> review, use, disclosure or distribution is prohibited. If you are not the 
> intended recipient, please contact the sender by reply email and destroy all 
> copies of the original message.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
> hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
>
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Re: Wednesday SRM Humor

[Tami Palacky]

i am going to have to side with Shawn no matter what.  i have been
pulling my hair out over SRM and its idiosyncrasies for over 6
months.  harldy anyone knows anything about this application and
support is not always helpful or its "out of the realm of support"

On Jul 8, 6:05 pm, Lyle Taylor  wrote:
> "foo", "bar" and "foobar" are very commonly used in the field of computer 
> programming and have been around for quite a while.  Take a look at this:
>
> http://en.wikipedia.org/wiki/Foobar
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:53 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> I recall when I was learning Perl the book I used always seemed to use $foo 
> and $bar as variable names, and I know there is some other history of 
> spelling it that way, but I'm not really familiar with it like I am the 
> military term fubar.
>
> Shawn
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
> Sent: Wednesday, July 08, 2009 4:45 PM
> To: arsl...@arslist.org
> Subject: Re: Wednesday SRM Humor
>
> **
> Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
> not FUBAR - they're two completely different things.  The fact that the later 
> seems to apply in many cases is beside the point.  ;-)
>
> Lyle
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
> Sent: Wednesday, July 08, 2009 3:35 PM
> To: arsl...@arslist.org
> Subject: Wednesday SRM Humor
>
> **
> I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
> Change and Incident templates to AOTs.  As a part of my troubleshooting, In 
> my investigations, it appears that BMC hardcoded a field in the search 
> criteria for Incident and Change templates that doesn't exist on either the 
> HPD or CHG Template forms.
>
> However, that field does exist on a form called SRM:SampleAppTemplate.  When 
> I opened that form to look, I saw what BMC's developers really think about 
> the SRM product --  the Assigned Group field on that form has a default value 
> of "FOOBAR".
>
> So we see that not only do BMC developers appear to have a low opinion of 
> their product, but their bugs are not limited to the application itself.  
> Even their spelling of FUBAR is incorrect.
>
> It could be worse though.  At least they're not as bad as Microsoft.  :)
>
> Thanks,
>
> Shawn Pierson
> Remedy Developer | Southern Union
>
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
> hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
>
> NOTICE: This email message is for the sole use of the intended recipient(s) 
> and may contain confidential and privileged information. Any unauthorized 
> review, use, disclosure or distribution is prohibited. If you are not the 
> intended recipient, please contact the sender by reply email and destroy all 
> copies of the original message.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
> hyperlink, please e-mail sender.
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
>
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Re: Wednesday SRM Humor

[Lyle Taylor]

"foo", "bar" and "foobar" are very commonly used in the field of computer 
programming and have been around for quite a while.  Take a look at this:

http://en.wikipedia.org/wiki/Foobar

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wednesday SRM Humor

**
I recall when I was learning Perl the book I used always seemed to use $foo and 
$bar as variable names, and I know there is some other history of spelling it 
that way, but I'm not really familiar with it like I am the military term fubar.

Shawn

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, July 08, 2009 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wednesday SRM Humor

**
Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
not FUBAR - they're two completely different things.  The fact that the later 
seems to apply in many cases is beside the point.  ;-)

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Wednesday SRM Humor

**
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
Change and Incident templates to AOTs.  As a part of my troubleshooting, In my 
investigations, it appears that BMC hardcoded a field in the search criteria 
for Incident and Change templates that doesn't exist on either the HPD or CHG 
Template forms.

However, that field does exist on a form called SRM:SampleAppTemplate.  When I 
opened that form to look, I saw what BMC's developers really think about the 
SRM product --  the Assigned Group field on that form has a default value of 
"FOOBAR".

So we see that not only do BMC developers appear to have a low opinion of their 
product, but their bugs are not limited to the application itself.  Even their 
spelling of FUBAR is incorrect.

It could be worse though.  At least they're not as bad as Microsoft.  :)

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed 
here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
hyperlink, please e-mail sender.
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may contain confidential and privileged information. Any unauthorized review, 
use, disclosure or distribution is prohibited. If you are not the intended 
recipient, please contact the sender by reply email and destroy all copies of 
the original message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Private and confidential as detailed 
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Re: Wednesday SRM Humor

[Pierson, Shawn]

I recall when I was learning Perl the book I used always seemed to use $foo and 
$bar as variable names, and I know there is some other history of spelling it 
that way, but I'm not really familiar with it like I am the military term fubar.

Shawn

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Wednesday, July 08, 2009 4:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wednesday SRM Humor

**
Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
not FUBAR - they're two completely different things.  The fact that the later 
seems to apply in many cases is beside the point.  ;-)

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Wednesday SRM Humor

**
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
Change and Incident templates to AOTs.  As a part of my troubleshooting, In my 
investigations, it appears that BMC hardcoded a field in the search criteria 
for Incident and Change templates that doesn't exist on either the HPD or CHG 
Template forms.

However, that field does exist on a form called SRM:SampleAppTemplate.  When I 
opened that form to look, I saw what BMC's developers really think about the 
SRM product --  the Assigned Group field on that form has a default value of 
"FOOBAR".

So we see that not only do BMC developers appear to have a low opinion of their 
product, but their bugs are not limited to the application itself.  Even their 
spelling of FUBAR is incorrect.

It could be worse though.  At least they're not as bad as Microsoft.  :)

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed 
here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access 
hyperlink, please e-mail sender.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


NOTICE: This email message is for the sole use of the intended recipient(s) and 
may contain confidential and privileged information. Any unauthorized review, 
use, disclosure or distribution is prohibited. If you are not the intended 
recipient, please contact the sender by reply email and destroy all copies of 
the original message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

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Re: Wednesday SRM Humor

[Lyle Taylor]

Nice.  :-)  Although, in their defense, they may really have meant FOOBAR and 
not FUBAR - they're two completely different things.  The fact that the later 
seems to apply in many cases is beside the point.  ;-)

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Wednesday SRM Humor

**
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate 
Change and Incident templates to AOTs.  As a part of my troubleshooting, In my 
investigations, it appears that BMC hardcoded a field in the search criteria 
for Incident and Change templates that doesn't exist on either the HPD or CHG 
Template forms.

However, that field does exist on a form called SRM:SampleAppTemplate.  When I 
opened that form to look, I saw what BMC's developers really think about the 
SRM product --  the Assigned Group field on that form has a default value of 
"FOOBAR".

So we see that not only do BMC developers appear to have a low opinion of their 
product, but their bugs are not limited to the application itself.  Even their 
spelling of FUBAR is incorrect.

It could be worse though.  At least they're not as bad as Microsoft.  :)

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_


 NOTICE: This email message is for the sole use of the intended recipient(s) 
and may contain confidential and privileged information. Any unauthorized 
review, use, disclosure or distribution is prohibited. If you are not the 
intended recipient, please contact the sender by reply email and destroy all 
copies of the original message.



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