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February 2011
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Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
DRAFT BMC Remedy OnDemand 2011.01 Copyright 2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. AIX, DB2, and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. Linux is the registered trademark of Linus Torvalds. Oracle, J2SE, Java, Javadoc, Java2 Platform, Standard Edition, JSP, and JDBC are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. SAP is the trademark or registered trademark of SAP AG in Germany and in several other countries. UNIX is the registered trademark of The Open Group in the US and other countries. The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation. Restricted rights legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHEDRIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA. Any contract notices should be sent to this address. BMC Software Inc. 2101 CityWest Blvd, Houston TX 77042-2827, USA 713 918 8800 Customer Support: 800 537 1813 or contact your local support center
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
1. Customizing BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1 Customizing BMC Remedy ITSM applications using overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2 Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . . . . . 1.3 User interface change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . 1.4 Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . . . . . . . 1.5 Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . 1.6 BMC Remedy OnDemand and BMC Remedy ITSM customizations . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.1 Customized BMC Remedy ITSM fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.2 Customized BMC Remedy ITSM form views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.3 Customized BMC Remedy ITSM buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.4 Customized BMC Remedy ITSM tooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.5 Customized BMC Remedy ITSM workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.6 Customized BMC Remedy ITSM table columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.7 Customized BMC Remedy ITSM foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.8 Customized BMC Remedy ITSM relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.9 Customized BMC Remedy ITSM work logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.10 Customized BMC Remedy ITSM process flow bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.6.11 Customized BMC Remedy ITSM notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
Overlayable objects
You can create overlays for the following objects: Active links Images Active link guides Local applications Escalations Menus
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
DRAFT BMC Remedy OnDemand 2011.01 Filters Packing lists Filter guides Views Forms Web services Fields
Non-overlayable objects
You cannot create overlays for the following items: Custom objects---A custom object is an object created by a BMC Remedy AR System user. Upgrades do not modify or destroy custom objects. Deployable applications---Overlays of deployable applications are not supported for licensing reasons. You can, however, overlay and customize the objects within the deployable applications. Creating and modifying deployable applications is not permitted in Best Practice Customization mode. For more information, see the BMC Remedy Action Request System Introduction to Application Development with BMC Remedy Developer Studio guide. Overlaid objects---You cannot create multiple overlays for the same object. Overlay objects---You cannot create overlays of overlays. Form data---BMC Remedy Distributed Server Option (DSO) mappings, DSO pools, flashboards, Skins, and templates are stored as data in a form. They are not BMC Remedy AR System objects. Therefore, you cannot use overlays to customize them, and any modifications that you make to them might be lost when an application or server is upgraded. For more information concerning overlays, see the BMC Remedy Action Request System Form and Application Objects Guide.
Best practices for BMC Remedy OnDemand and BMC Remedy ITSM
To make code changes to BMC Remedy ITSM applications that are retained when you upgrade: Make any customizations to out-of-the-box workflow using overlays when you are customizing BMC Remedy applications. Overlays protect the customization from being lost during an upgrade. Use an overlay to customize a field but ensure that the field continues to be used for the same purpose. Overlays do not protect the contents of fields,so re-purposing an existing field to do something other than what it was originally designed for can cause issues in the applications and the code using the field. When making a user interface change, make a form overlay and then make an overlay of the view that you are working on. During an upgrade, your changes will be saved but you must ensure that making these changes as overlays will not merge user interface changes in future application releases with the overlaid view. Take performance into account when making any code changes. If you add an active link workflow, you must ensure that it does not make the same server calls as an existing workflow, which would impact performance. Tune user interface widgets such as table fields to use indexes and chunking. They should display data only when that data is required. Note In the BMC Remedy OnDemand environment, you must use overlays to customize objects. Also, when you use overlays you still must test your customizations when you upgrade.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
While overlays do provide protection from customizations being overwritten during an upgrade, they do not prevent issues occurring from the workflow interacting with other system components that change during an upgrade. Because of this, you should keep workflow changes to a minimum and keep the the changes separate from the existing application flow. The following information includes some examples of workflow changes that can be done and which will not be impacted by changes to other parts of the application. You can make the following workflow changes for both the BMC Remedy OnDemand and the BMC Remedy ITSM environments. Use overlays for these changes so that there is a way to track the changes that are made, even if the code that is added is new code. To existing forms, add new workflows that do not affect the processing of existing workflows. You must ensure that the new workflow does not change how the existing workflow runs through the process. Because the process workflow can change from release to release, you should avoid these types of code changes. Add new forms to the system and add new workflows to support the processes on these new forms. Add new workflows to read data from your new forms. This can involve either: Adding active links to the main forms associated with new buttons or links Adding table fields to existing forms to read data from newly added forms and the workflow to interact with the tables If you are making changes to key processes in the application, you should avoid changing the following workflow processes: Status flows Permission-based workflow (multi-tenancy, support groups) Interactions with processes such as approvals and BMC Remedy Assignment Engine Interface forms Most of the changes that are required for these processes can be done by configuring the data that drives them. Continue to use this method to make changes to how these processes work, rather than making changes to the underlying code which drives these processes. The following recommendations apply to both the BMC Remedy OnDemand and the BMC Remedy ITSM environments: Use service calls to avoid performance impacts. Evaluate the data that you want to pull into a new form. If you determine that a number of queries must be completed via active links to retrieve the data, perform the following actions: Investigate using filters instead of active links. Use a service call from an active link to reduce the number of server calls required to retrieve the information. Note For more information about customization designs for the BMC Remedy OnDemand environment, see the BMC Remedy On Demand Customization Designs document on the "Customizing BMC Remedy OnDemand" web page on the BMC Developer Network website. Use escalations sparingly and only to add to new forms due to the potential impact on system performance. Do not change out-of-the-box web services due to the potential impact on applications that might use these web services for integration purposes. Changes to out-of-the-box web services might be overwritten during an upgrade. The best solution is to copy an out-of-the-box web service and extend that web service for any specific requirement.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
DRAFT BMC Remedy OnDemand 2011.01 Use a namespace that does not conflict with out-of-the-box or future system workflows to build any workflow that is added to the system. You can use a unique prefix for your application objects to avoid any future workflow conflicts if multiple companies are running on the same instance of the BMC Remedy AR System server.
Related topics
Customized BMC Remedy ITSM workflow
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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User interface change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
You can change the user interface via data changes at the configuration level, and you can preserve these changes during upgrades. Many of the menus that are displayed in the system can be extended via changes to back-end forms. For more information about the customization designs for BMC Remedy OnDemand, see the BMC Remedy On Demand Customization Designs document. If you are updating a view within the system to add new fields or rearrange how a view is laid out, make an overlay of the form and the view you are changing to preserve your changes during an upgrade. Note An overlay of a view enables you to copy the out-of-the-box view and make changes to that view. However, during an upgrade, the application may change the base view. In this case, you will need to merge your view changes either back to the upgraded view of the form or merge the changes from the upgrade view to the overlaid view. For a new view, you can add user interface widgets to: Retrieve data from other forms Change the layout structure of the data The following recommendations apply to both the BMC Remedy OnDemand and BMC Remedy ITSM environments: Add any new table fields to a view or a form with care due to the potential performance impact. Consider that a table should be refreshed only when the data is needed. It must have a qualification that makes use of indexes in order to search forms with lots of data. The table must use data chunking to limit the rows that are returned at any given time. It must have a qualification that uses indexes to search forms with lots of data. One possible way to reduce the load on the primary forms is to add a new user interface workflow to a newly created form, and then add a view field to the existing form that can load that newly created form. This way enables these changes to be isolated from the exiting form, and better overall system performance. For more information about the customization designs for BMC Remedy OnDemand, see the BMC Remedy On Demand Customization Designs document. Avoid polling menus or active links due to potential performance impacts. Any forms or views that are added must use field IDs that are outside of the range reserved by BMC Software. For more information about the customization designs for BMC Remedy OnDemand, see the BMC Remedy On Demand Customization Designs document.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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DRAFT 1. BMC Remedy OnDemand 2011.01 String login_img = "images/login_image.jpg";String logo_img = "images/login_logo.gif";
Related topics
Customized BMC Remedy ITSM fields Customized BMC Remedy ITSM buttons Customized BMC Remedy ITSM form views Customized BMC Remedy ITSM tooltips Customized BMC Remedy ITSM process flow bar
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
The following guidelines explain how to make form changes so that your changes are not affected by system upgrade. They apply to both the BMC Remedy OnDemand and BMC Remedy ITSM environments. As with any code changes, they should only be done via overlays. You can add new fields. However, avoid adding new required fields because you may need to change existing integrations. Alternatively, you can provide a default value for the new required field so that it can be set automatically if an older integration interfaces with the application. Add new fields in the field ID range that is not reserved by BMC. For more information, see the BMC Remedy On Demand Customization Designs document. Do not remove any existing fields, because it can potentially affect the overall processing of the applications and affect existing workflow. If you do not wish to have a field appear to a user, use an overlay of the form and view to remove the field from the view so that it is not visible to the user. Do not change the properties of existing fields, including whether they are required fields, data types, and pattern matching, because it can affect the existing processing of the record, and are overwritten during an upgrade. If you need to change these properties, create a new field, change the properties on that field as appropriate, and then hide the original field. You can add new forms but add them in your specific namespace. You can add values to a linear selection field, but BMC does not recommend it because it causes data and workflow issues. You can add values to a nonlinear selection field. If you add new fields to a form that should be accessible to integrations, they must also be exposed in the interface forms and web services.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
In general, changes to administrative actions might cause changes to the structure of the production environment. Because of these structural changes, you must adopt a change control process and ensure that the changes are managed and tested before introducing them into the production environment. This section discusses certain areas that should not be configured on the production system. Note This section provides mandatory rules to follow when working in the BMC Remedy OnDemand environment. These rules should be treated as suggested best practices in the BMC Remedy ITSM environment.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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DRAFT BMC Remedy OnDemand 2011.01 Software License Management contains the following functionality: Defines the rules that the engine uses to do the connection and compliance checks. Generates contracts and certificates to manage new licenses. Changes to the rules used for the connection and compliance checks can adversely affect the environment by producing inaccurate license counts. Make these changes only on a development system under change management control. Changes to contracts and certificates for managing new licenses leverage existing rules, so you can make changes to them directly on the production system.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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General customizations
For information about the functionality that is common across the BMC Remedy ITSM applications, and to identify components of that functionality that can be customized and those that should not be customized, see: Customized BMC Remedy ITSM fields Customized BMC Remedy ITSM form views Customized BMC Remedy ITSM buttons Customized BMC Remedy ITSM tooltips Customized BMC Remedy ITSM table columns Customized BMC Remedy ITSM workflow Customized BMC Remedy ITSM process flow bar Customized BMC Remedy ITSM work logs
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing fields in both BMC Remedy OnDemand and BMC Remedy ITSM
Regarding field changes, BMC recommends: Do not change data types for existing fields. If you need a field to hold a different data type, add it as a new field, and hide the existing field. If you make an existing field required, add a default value. You can either change the properties of the field itself or set the default by workflow. This will ensure that existing integrations to the form will continue to work. If a field must be accessible to other systems, ensure the field is added to the interface forms for that application. Each application will have defined interfaces for creating, querying, and updating data. These are documented in the BMC Remedy Action Request System Integration Guide. In general, the naming convention for these forms is to add _Interface and _Interface_ as suffixes to the form name Create. Follow the field ID standards for BMC Remedy ITSM applications to ensure that a field does not conflict with another field added by BMC in future releases. (This requirement will not exist in the future because the BMC Remedy Action Request System server will eventually provide the required functionality.) The following field ID ranges are reserved by BMC and should not be used by you: BMC Remedy AR System Reserved Ranges: 1 536,870,911 1,000,000,000 2,000,000,000 The following custom ranges are not used by BMC, so you can use them: 536,870,912 999,999,999 2,000,000,001 2,147,483,647 Note When creating fields for BMC Remedy ITSM, explicitly ensure that the field IDs are not created within the reserved ranges. Do not change the database name for an existing field. Reports in the system typically make use of the database field name when querying the database. You can change the display label of a field, but the database name should remain consistent. You can add new values to custom enumerated fields, but add only odd number values to prevent any future
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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DRAFT BMC Remedy OnDemand 2011.01 conflicts with application upgrades. Enumeration values are incremented with room to allow for values to be inserted between them (1000, 2000, 3000 and so on). You can add values anywhere in the list. Use odd numbers because even enumeration values are reserved for BMC. Following is an example of inserting a value into a custom enumeration field:
For linear enumerated fields, you can add new values only to the end of the list. Otherwise, any value that follows a new value added in the middle now has a new value, which impacts existing workflow. This workflow would need to be updated. Also, any existing data in the system would need to be transformed to handle the new value. Finally, any integrations that use this field would need to be updated. An example of a linear enumerated field: Enumeration values are 1, 2,3,4,5, and so on.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing forms in BMC Remedy OnDemand and BMC Remedy ITSM
Use the following best practice approach to making customizations to forms: 1. Instead of changing colors, backgrounds, and images directly in the view, leverage the BMC Remedy AR System Skins feature. With the Skins feature, you use the Skins form to add data to reference the views where you want to change the color or images or add a new color or image. These changes do not affect the form definition itself, so all of these changes are backward compatible. 2. Always make changes using an overlay of the form and view. 3. Use the overlaid view in your workflow. Because the BMC Remedy AR System server uses the view name as a unique identifier, the original view name must be used to ensure that workflow is not broken. You can always go back to the original view provided with the application by disabling or deleting your overlay. When updating views, ensure that you display only the required fields on a view. BMC Remedy AR System does not require that a field be displayed on a view for it to be accessible via workflow. If you have a field that is there only to support referencing other data, you do not have to display the field in any views. In the BMC Remedy AR System view structure, each language has its own separate view on a form. If the change
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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DRAFT BMC Remedy OnDemand 2011.01 that you make must be displayed in multiple languages, you must make the same change for each of the views that represent each individual language, using the steps already given.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing buttons in BMC Remedy OnDemand and BMC Remedy ITSM
For adding buttons, use the same field ID structure that is recommended for fields. Also, if you have the same functionality on many forms, ensure that you leverage the same field ID for all the buttons across all of the forms so that they can share the workflow.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing tooltips in BMC Remedy OnDemand and BMC Remedy ITSM
You can change the information in a tooltip; however, the data that you add to a tooltip must exist on the current form. The reason is that pulling data each time you display a tooltip results in performance issues from calls to the database, which should be avoided. Instead, provide the data as a hidden column in a table field and display the data from the table only when required. If the data is about a user, when you retrieve the initial user information also retrieve all the other required information and store it in hidden fields.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing workflow in BMC Remedy OnDemand and BMC Remedy ITSM
Ensure that existing optional processes are not changed to required processes, because this will affect existing integrations that do not expect required functionality. To ensure that you are not affecting other workflows, BMC Software recommends that you leverage the BMC Remedy AR System functionality that shows the workflow that is associated with a field. This will enable you to see which functions are affected by populating a specific field with data. After you have ensured that your new workflow will not affect existing functionality, build and test your new workflow. Provide a name for your workflow that identifies it as your new workflow. The best approach is to add a new or modified identifier to the name of your object as either a prefix or suffix. This will ensure that the workflow is not overwritten during an upgrade. Also, it will enable you to see which workflow is added or modified. Adding comments to the change history tab for the workflow object will also track changes made to the workflow. Following is an example of how to document workflow changes. Sample customer document
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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If changes are required to out-of-the-box workflow to support your customizations, use overlays to make changes to the BMC Remedy AR System workflow objects. This will ensure that these changes are preserved after an upgrade. If you want to revert back to the original functionality of the application, you will disable or remove the overlay for these objects.
Status
The status workflow provides functionality that is critical to the running of the applications. Status drives the process flows for the applications. The applications have a specific field that drives status flows (for example, see the Status field in the Incident Request window for BMC Remedy Incident Management that follows). Typically, this is Field ID 7, except for BMC Remedy Change Management, which has a different field ID so it can have more controllable status transitions. The following information describes: The status components that cannot be changed due to their involvement in processing applications The functionality that you can change and how you can implement these changes
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Because status values and basic flows are integral to the processing of applications, you cannot change the workflow that controls these areas. However, you can customize other areas to extend the functionality of applications, and in the case of BMC Remedy Change Management, you can control the process flow via data.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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2. Update the enumerated field Status_Reason (Field ID 1000000150) to add the new value. Use the same enumeration as you did when you created the data record. Add a value that is an odd number so that it is not impacted by future upgrades. 3. Ensure that the changes to this field are done on the HPD:IncidentInterface_Create form and the appropriate forms for data loads for each application that you are changing.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Best practices for customizing table columns in BMC Remedy OnDemand and BMC Remedy ITSM
The most efficient way to get data from a table is to include it in the table field and not build additional workflow to get the field. This will make the workflow much more efficient. This is important in tooltips. Use hidden table columns to show data in a tooltip because it reduces the calls back to the system to retrieve record data that you are already displaying.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Company Information
The company structure determines how multi-tenancy is used within the applications. Do not change the workflow around how multi-tenancy is implemented in the applications, because it would have a ripple effect across all applications.
People information
The People Information form is a key structure for providing information about other structures within the application. The following functions are driven by the People Information form: Application permissions Authentication Notification subscriptions Support group relationships You can can add new fields and buttons to this form, but be aware that the people form also has a built-in model for adding additional variables data. This functionality lets you add name or value part data sets, which will be related to the people record. If all you require is information to be visible on the record, this might be the easiest way. Reporting this information is not easy so the decision to add new fields or to use this functionality should be based on whether you want to report on the data and whether you would want to pull this data into other forms. If you want to pull data into other forms, add the field directly to the form, because this will work better from a performance standpoint.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Assignment routing
The assignment routing forms provide the following functions: Select a support group upon submitting a record Provide data to the BMC Remedy Assignment Engine that assigns an individual to the record that uses assignment rules This functionality is tightly integrated across BMC Remedy ITSM. The typical customization is to add a field to use the mappings for an application to pick a support group. To add this type of functionality, you must: 1. Add the appropriate data to your main form (for example, HPD:Help Desk). 2. Add the appropriate data to the Assignment Mapping form. 3. Extend the support group lookup workflow and menus to make use of this additional field in the qualifications.
Approval routing
The approval routing functionality is leveraged by BMC Service Request Management, BMC Remedy Change Management, and BMC Remedy Asset Management to assign the appropriate approvers to the record. The following components are leveraged by approvals: Approval process lookups Mappings for level or management of approval chains Tip An approval chain connects different kinds of approval processes together so that they occur in sequence. Approval rules in the BMC Remedy Approval Server In addition, BMC Service Request Management enables to you build custom approval chains. This functionality is data driven and enables you to take advantage of any fields on the form to link an approval process to a request. You can add a new fields to a mapping for selecting an approval process or add an additional field to look up individual approvers, but make these changes with care. To extend the process selection process in BMC Service Request Management, use the approval chain functionality, which is data driven and automatically generates the appropriate workflow to link the approval process based on the required data. For more information, see the BMC Remedy Service Request Management Administration Guide. For BMC Remedy Change Management and BMC Remedy Asset Management, you must make some changes to the workflow and forms. You must add your new fields to the Approval Process Form and then you will need to change the approval process workflow to look up the process based on that data. To add a new field for individual approvers lookup: 1. Add the field to the approval mapping form. 2. Pull the field into the appropriate join forms. 3. Update the appropriate approval rules in the BMC Remedy Approval Server.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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2. Add the workflow in the Quick Actions execute field that will trigger based on the selected request type.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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On the Work Info window, you can customize the Work Info Type field to add new values. New values that you add should be odd numbers so they do not conflict with future values that BMC might add. Do not remove an out-of-the-box Work Info Type values because their removal might cause upgrade problems.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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Email support
The BMC Remedy ITSM Notification Engine uses the BMC Remedy Action Request (AR) System email engine as the mechanism to send out email notifications. The current integration does not support inbound email or outbound email templates. The system can be customized to provide support for inbound email, which is currently being handled via extensions created by BMC Professional Services. For more information about the BMC Remedy ITSM Notification Engine, see the BMC Remedy ITSM Notification Engine Guide.
Copyright 2011 BMC Software, Inc. BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. All other trademarks or registered trademarks are the property of their respective owners. BMC Software Confidential.
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