Hey Axton,
I agree completely that what you are describing is a better technical
design. I guess the big question in terms of BMC's ITSM apps is, is that
kind of design in BMC's interest as much as it is in a customer's interest?
I'm not crapping on BMC specifically for this, but the goal of al
Yes - you have hit on one of the missing features of ARS - a lack of an API
for apps.
ITSM is using the "natural" way to use ARS.
ARS has no concept of an API - everything is open - everything is a global
variable (there is NO public/private API concept) all fields are fair game.
As a result - i
Axton,
I agree with a few of the other comments on this subject. I agree that it
would be better for the customer for the reasons that you point out that you
could 'mix and match' solutions as you saw fit. This type of approach could
have eased the SRM discussion the other day because the user i
I think the cloud landscape is changing that. Playing in the cloud means
working with other cloud based applications or SOA infrastructure. Being a
silo in the cloud is going to be a tougher sell than being an easily
integrated application in the cloud, at least this is my projection based
on wha
Just a quick comment - later versions of ITSM applications do have interface
forms that are expected to be used to interact with the applications. These
are used mainly by web service queries, but would be appropriate for any
external communication into the application. Those forms are the re
Start of a solution: (suggestion)
Problem:
Push fields -- is wide open
Get fields (set field external) -- is wide open
Create 3 new form actions:
1) API Set fields (create)
2) API Update fields (modify)
3) API Get fields (read)
1) API Set fields...
Would be a list of create APIs for all the d
Is there a list anywhere that shows the location of the BMC Logos in the
application? I need to change their logo in some places to our logo and when I
look at the source document it says the images are in a folder called
"imagepool" but there is no folder by that name on ANY of my servers. I
Good to hear David!
Here is a suggestion off the top of my head. Perhaps to help with one of
Axton's (and my) beefs, the concept of versioned interfaces, you could add a
reserved field for forms used as "interfaces" to implement versioning. Then
add checking of this field into the workflow objects
David,
Having dealt with quite a bit of this in my own custom application, the
problem with interface forms in general is that the application itself
doesn't use them. Interface forms are a great thing, but when the
application doesn't use those interfaces itself.you basically must maintain
two
Richard,
The point of API interfaces is actually reduced flexibilitynot really
the point, but a byproduct. That reduced flexibility is actually a 'good'
thing though. Remedy, in the way that it works now has absolutely no
enforced structure. That lack of enforced structure allows you to lite
. Wow. This is such a stupid design I can hardly fathom. I'm
speechless
We have the very same needs as you describe. We have built a lot of our SRM
services with pointers to knowledge articles to provide a more logical
interface than the 7.6.x SRM can provide with the separate kno
I agree with the idea of making the applications more loosely coupled.
However, I don't know about the idea of versioned interfaces in this context,
especially when those are in support of an application that supports a business
process. If you have a Change Management process, and you make ch
To put some context around these interfaces, incident would have these
types of interfaces (limited listing):
- Open Incident
- Get Incident Details
- Relate to Incident (could be a CI, a problem, a change, etc., that the
interface would define)
- Close incident
- Add worklog entry
The interfaces
In addition -- if BMC were to do this -- then they could have multiple versions
of their apps.
Example:
Incident-lite
Incident-normal
Incident-ServiceProvider
Change-lite
etc...
Then -- they could charge different amounts etc... for them.
As - right now - the whole sales pitch is to lay
I don't envision version 2 of a process, just of an interface. Using
Change as an example, interfaces could include things like:
- Create a Change Request
- Resolve a Change Request
- Get Change Request details
- Relate something to a Change Request
Version 1 may support some set of attributes fo
Remedy's old motto: You cannot prevent change, but you can adapt
I do not know what the current one is?
we can say the old one does not apply.
On Wed, Nov 2, 2011 at 12:19 PM, Nathan Aker wrote:
> . Wow. This is such a stupid design I can hardly fathom. I'm
> speechless
>
> We hav
BMC's new motto: "You think you hate it now, but wait until you use it..."
Nathan Aker
ITSM Solution Architect
McAfee, Inc.
Direct: 972.963.7611
Mobile: 469.644.7402
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, Nov
Lyle,
I have found the opposite to be the case. You desperately want multiple
versions to run at the same time (not forever - most likely) but yes for a
transitionary time.
It radically reduces change mgmt headaches. For one -- you can "test" the new
process with a "subset" of your change wo
When you offshore the design team and they do not have any insight into the
design of the previous versions, and don't find out from support how the old
version is actually being used by customers, than you get back a completely
different product; BMC should have renamed it so that we would expe
I believe that if you truly want to encapsulate all the functionality into API
calls to allow loose coupling, the API would have to implement all actions that
users can perform within the application (and there is many!).
If I take Incident as an example.
There should be at least two variations
***Note to all -- WWRUG - is worth the price of admission...
Dr. Strauss
An interesting thing -- you really benefit from going to WWRUG.
ARS is to be the center of everything...
My conversation with inside people were:
They were so hell-bent on rewriting RKM in ARS they were willing t
was he also saying "*Ay, ay, ay, ay! "
*
On Wed, Nov 2, 2011 at 12:53 PM, strauss wrote:
> **
>
> When you offshore the design team and they do not have any insight into
> the design of the previous versions, and don’t find out from support how
> the old version is actually being used by custome
Ha ! Last time Chris went to RUG (that I remember) the airlines had the
assiduity to give him grief about that little pocket knife he had..
It wasn't even a pig sticker
I don't think the rules have got any better.. Chris
On Wed, Nov 2, 2011 at 1:06 PM, John Sundberg wrote:
> **
> ***Note
A single interface for creating incidents could be defined that optionally
allows the use of a template. Use the structure of an XML document as a
guide. XML documents have elements and attributes. Elements can be
defined as having one, zero or more, etc. The same is true of attributes;
they ca
You guys might want to be careful how much you complain about BMC here. The
last time I did everyone in I.T. management (and myself) were flooded with
voicemails from ServiceNow. Even now, I still get regular voicemails from them
that I have to delete. From what I've seen their product isn't
Stinkin Spell check audacity. not assiduity
On Wed, Nov 2, 2011 at 1:11 PM, patrick zandi wrote:
> Ha ! Last time Chris went to RUG (that I remember) the airlines had the
> assiduity to give him grief about that little pocket knife he had..
> It wasn't even a pig sticker
> I don't think th
You benefit if your organization is willing to pay to send you; ours has not
been since the first WWRUG in 2009 (I attended RUGs as funds were available
from 1998 to 2007). Last FY there was no travel money at all; this FY our
future use of Remedy is under review (like just about anything that c
One nice thing about ServiceNow -- they are making BMC move...
But - long run -- I think the Remedy approach - of flexibility is what the
companies NEED. (Not desire -- but NEED) so -- a dance with ServiceNow may be
interesting - but you won't stay...
It may be a 4 year diversion though :(
Hello everyone,
On 7.6.04 Midtier, I am trying to make sure the Call Center does not
time out. Has anyone done this before?
Bola Oyefeso
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Just wondering.. is there is any word...
--
Patrick Zandi
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I modified the Reject Rule for the Buisness Review phase by adding a Set
Field of the Active Approval field to NULL. Now when a CM is Rejected at
the Buisness Review phase it now drops back the Review Phase and sets the
CM back to Request for Authorization - approval process restarts.
However, sin
Sorry - not clear on what you are asking... What question do you have?
-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.
We're currently on 7.5 and looking to upgrade likely sometime next year. A
couple of modules we had been waiting to implement until we upgrade were SRM
and RKM. Based on this thread it sounds like they've gotten worse in a
non-trivial way. What other issues are there besides direct access URL's
there was some discussion on 7.7 version of ars / with new srm / and rkm..
I was understanding it was coming out soon'ish
there was a mention of this at RUG...
On Wed, Nov 2, 2011 at 2:01 PM, Easter, David wrote:
> **
>
> Sorry – not clear on what you are asking… What question do you have?***
Yes, I can see that. I see the benefit in testing new processes with a
subgroup, and that would mean you've got multiple versions of the process (and
likely interface) in use for a limited period. I suppose so long as you keep
it well controlled and defined (lifecycle), as Axton stated in his
Even at RUG, it was not stated as soon'ish. Tentative delivery timeframe for
ITSM Suite 7.7.x - which would include AR System, SRM, RKM, etc. - is Q1CY12.
And of course, any future looking information is subject to change.
-David J. Easter
Manager of Product Management, Remedy Platform
BMC Sof
I guess my thought was that the interface and process will be closely related
for some things, and that the interface generally needs to match (or be
compatible with) the process in use. If a change in process necessitates a
change in the interface, then, by definition, the old interface is no
My client in Cleveland, OH is looking for a Remedy Implementation Consultant
for a 12 month contract position.
This position is to be worked 100% onsite in Cleveland, OH.
The successful candidate will be a senior level engineer with strong knowledge
and experience designing, implementing and s
ARS has also benefited from the RKM move. There are new features and UI
enhancements that were needed before RKM could be rebuilt on ARS. So yes
there are technologies that might have the right/better strengths for web
apps such as RKM however BMC is not opposed to adding functionality to the
bas
With Overlays I am not sure it would be as big of a system issue as it
would have in the past. Add the capability to have versioned Overlays
might help with process transitions. If the interface API could specify
which Overlay version to use it would be possible to have different field
requiremen
LJ,
Having done lots of OO stuff as well as ARS over the years, I fully grasp
the concepts you're putting forward, however, I think the goal should be
"Interfaces", not necessarily "API Interfaces". For most apps built using
java or .net (or some other OO platform) as a base, I agree that tightly
I envisioned the interfaces implemented as web services, not as an API. A
web service layer makes plugging into other things easier. One of the
drivers for me starting this conversation is what I see many of the cloud
providers offering and leveraging as their interfaces into and out of their
app
That works for me Axton. If they wanted to get even fancier, they could
implement it via the "Interface Form" model I described, and have the saving
of the form (along with it's attached/embedded XML legal operations,
exceptions, etc...) automatically create and publish the web service.
That way e
Hi Claire,
Did you find it? It looks like it is an Image object called
"SHR:SHR:Console-BMC-Logo", at least for the SHR:LandingConsole and
SHR:OverviewConsole and a whole host of other consoles. It looks like SRM
is using a few different images, the main ones called "SRM Console Banner"
and "SRM
I see limitations to the form approach that could be counter productive
and/or limiting. xml (encapsulated in a web service) provides a richer set
of capabilities to describe, store, and validate data. For instance, if
one of the services to get a list of things, be it incidents, changes,
tasks,
FYI to anyone interested. I did find a semi-acceptable workaround. Here's a
URL to issue a search to return the article in question. Still doing some
testing to ensure it filters old versions correctly but this looks to work in
my testing so far. And no, it's not the most efficient method in
Richard,
I'm sorry...I got hung up on the term...I completely agree with you...when I
was using API I wasn't specifically talking about C/Java/etc...I was
discussing exactly what you were just describingthat to interface with
application X, you do a 'call' to the Interfacebe that a Service
Hello listers, can I get a sanity check please?
How do you write a filter Run If that allows a person that owns an RFC
(this is a custom app) to modify the record, but only if he is
changing a specific field? Otherwise, an error message should stop the
filter. The Configuration Manager and the sys
First ... Is your filter doing an Error (To stop the transaction) in the If
actions or some other work and the error is in the Else actions?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Wednesday, Nov
If you want to confirm group membership, use the Application-Confirm-Group
run process. You can pass the username and group id to the command and you
will get back a 0 for false or a 1 for true. This will give more reliable
results than using the GROUP keyword.
So, assuming you created a display
Chintan,
I have a similar request.
I am trying to interface with a REST API which can display the returned values
in JSON? or XML. There is no WSDl available to load.
The administrator of the site replied to my request for the WSDL location with
"We are using REST, so you don’t need a WSDL file
Remedy Developer
Business Unit:
RadioShack
Title:
Remedy Developer
Location:
Corporate Office
City:
Fort Worth
State:
TX
Postal Code:
76102
Functional Area:
Corporate
Requisition Number:
818709
First Open Date:
08/04/2011
Description:
Job Functions/Duties/Responsibili
We purchased Aeroprise before BMC acquired the product and at that time we were
under the understanding that we would be able to print to a barcode printer
from Aeroprisewell we purchased some Zebra barcode printers and it doesn’t
look like we are able to print from Aeroprise to our Zebra ba
Not sure if it is the same thing, but someone posted asking about doing label
printing on BMC DN.
https://communities.bmc.com/communities/message/208316#208316
" Aeroprise itself is not intended to support label printing. However, we have
seen nice implementations with 3rd party tools such as
So you want the error to occur when
(( 'Completed?' = 'DB.Completed?') AND ($USER$ = 'ChangeOwnerLoginName'))
OR
(( 'DB.RFC Status' = "Approved With Changes" ) AND (NOT ($GROUPS$
LIKE "%Configuration Management%" )) AND (NOT ($GROUPS$ LIKE
"%Admin%" )) AND $USER$ != 'ChangeOwnerLoginName')
M
Agreed LJ.
Axton, the reason I was leaning toward some kind of form solution is that
calls to Web Services are (relatively) expensive in performance terms,
particularly when the mid-tier is on another system, which it usually is.
Not that whatever is designed shouldn't include a Web Service access
Hi John,
No, I have not tried doing that using in built Remedy workflow.
How many values do you need to parse? The below approach might work if your
data-set that needs to be parsed is less.
There are JSON parsers available outside of Remedy(like
http://code.google.com/p/google-gson/).
1.
I have thought about doing this for our Service Desk as well once we go all
web based. The two things I have considered are 1) create an active link
that will refresh a table fields or set fields from the db every so often
if your are a member of the Service Desk group or 2) have a Mid-Tier that
i
8:09a.m. EST
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Excellent Points...
Now how do we do that - that is the million dollar question.
They would probably have to rebuild the application from the ground
up!
I do a lot of R&D in this space and we are working on a prototype
with
similar capabilities that would allow the client to do "plug and play"
How? is not a question I am in a position to answer. It's an idea, and I
like to think it's a good idea; that's why I threw it out here, to see what
others think. If it's good enough idea it will stick and be adopted in
varying degrees. It may not be adopted within the ITSM arena, but there
are
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