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Remedy ITSM

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I'm looking forward to the inaugural BMC Helix Immersion Days 2019 event and the opportunity to engage with our customers and partners about the latest service management innovations delivered by BMC. Join us at this event to get insights from the leaders of BMC's service management product organization.

 

I'm going to deliver two sessions at the event. Each session is repeated on the second day, in case there is a conflict with other parallel sessions:

 

BMC Helix ITSM / Remedy ITSM: What's New and What's coming

Join the ITSM product management team for an overview of key enhancements delivered in the last two releases of the ITSM Suite. This includes information about improvements in the ITSM user experience (Smart IT), about extensions to core ITSM capabilities, and about improvements in the Remedy platform to reduce cost of operations and to simplify administration & integration. In the second part of the session we'll provide an update about BMC's strategy & roadmap for ITSM, incl. a preview into the exciting new capabilities that are planned for the future.

 

Adapting IT Service Management for the DevOps era: Swarming, ChatOps, and other new ways of thinking and working in IT

ITIL 4 is introducing a number of new practices for ITSM, which originate in the DevOps / Agile / Lean IT community. Doing ITSM in the DevOps era is more than just integrating ITSM tools with Agile SW Development tools - new concepts like collaboration, team autonomy, or reducing 'work in progress' can also be applied to ITSM activity, resulting in new practices like Swarming or DevOps. Join this session to learn more about these latest ITIL 4 practices and how to implement them in BMC Helix ITSM and Remedy ITSM.

 

Full Event Schedule: https://whova.com/web/bhid_201909/

 

going to Immersion-Days.jpg

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Welcome to the September issue of Hot Off The Press, our regular newsletter to bring you the latest news and information on BMC Digital Service Management products.

This month, we cover the following topics:

BMC Immersion Days

Join us and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Today!

Remedy and Helix 19.08 releases are now available!

The BMC Helix and Remedy 19.08 releases deliver exceptional new features and enhancements. With the Smart IT in-app self-help, you can start guided assistance, access links to help topics, and watch videos relevant to where you are in the product and the work you are doing.  Also in  in Remedy IT Service Management 19.08, the new ITSM calendar in Smart IT gives you an overview of changes and other events.

Calendar.jpg

In BMC Digital Workplace 19.08, Service provider mode allows service providers to manage multiple customers. In BMC Helix Chatbot 19.08, artificial intelligence enhancements  provide cognitive routing of chats and cognitive summarization capabilities. BMC Helix Platform and BMC Helix Integration Service 19.08 now provide the ability to create a content package to apply customizations and transform data types. And BMC Helix Business Workflows 19.08 now allows a user to view and add related cases and people from within a case.

For a live update on the many features in the ITSM 19.08 release, join the product management team at the ITSM 19.08 Feature Release Webinar on Wednesday, September 18, at 10 AM CDT.

New offerings for Helix Premier Success

BMC Helix Premier Success provides BMC Helix customers with a multi-tiered, customized level of technical support. This personalized level of service comes with a solid focus on providing the right level of guidance to help find issues before they occur, as well as helping customers maximize the value they receive from BMC Helix. See the  Datasheet  for more details about this service.

Catch up on recent webinars and how-to videos

Smart Reporting is always a popular topic. Check out our latest webinars:

Pick up performance advice for your Remedy ITSM solution from our recent webinars:

Don't have time for a webinar? Our How-to Videos playlist includes over 90 videos, most of them less than 5 minutes long.

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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20/20 DevOps for Multi-Cloud with BMC Helix Multi-Cloud Service Management 1908!!!

 

2020 is just around the corner but you do not need to wait for 20/20 capabilities because we are shipping them now with BMC Helix Multi-Cloud Service Management 1908.

 

The development teams and IT operations teams of most organizations use different tools to manage and track their efforts. This disparity in tools presents a challenge to implementing DevOps practices across an organization. BMC Helix Multi-Cloud Service Management aims at addressing the challenge of integrating tools used by the IT operations teams and those used by development teams.

 

When organizations utilize services from multiple vendors, managing incidents across multiple ticket management systems presents a challenge to effective service management. BCM Helix Multi-Cloud Service Management facilitates efficient service management by integrating Remedy IT Service Management (ITSM) with cloud service providers (for example AWS, Salesforce etc.).

There is plenty to brag about in the release, but I would like to highlight-

 

  • Pre-built integration between Microsoft Azure Monitor and BMC Helix ITSM
  • Collaborate between Remedy ITSM and Azure DevOps work item
  • Share attachments with Jira Service Desk

 

 

 

Need more information on BMC Helix Multi-Cloud Service Management?

Product page on BMC.com: Multi-Cloud Service Management - BMC Software

Product Documentation: https://docs.bmc.com/docs/multicloud

Please feel free to reach out if you have any additional questions.

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BMC Software announces the 19.08 release of Remedy IT Service Management Suite.

 

The 19.08 release delivers some exciting new capabilities for Remedy that include an ITSM calendar, a workspace to support customers via chat (Live Chat), and embedded self-help to navigate the UI using guided walkthroughs. As IT users, you can use Microsoft Teams for a ChatOps-type collaboration between agents. CMDB provides an enhanced Class Manager and CMDB Explorer from where you can navigate and understand the CIs. You can use the enhanced version of Remedy Smart Reporting to automatically share common content across multiple tenants. You can also optimize row-level security performance, use a new option to consume external REST APIs in the Remedy AR System platform, and benefit from the enhancements related to launchpad in Remedy Single Sign-On. In addition, the 19.08 release continues to improve on Remedy product quality and performance.

 

Smart IT 19.08 highlights

 

Ability to use Microsoft Teams for ChatOps-type collaboration between agents
You can use ChatOps to interact with other agents and experts, provide assistive behavior, and respond to commands and natural language requests. This enables you to get more information about the ticket and perform actions without having to switch context from the chat channel. This ensures more efficient issue handling and acts as an ideal platform for new ways of working such as Intelligent Swarming.

 

Introducing ITSM calendar
You can use the ITSM calendar to get an overview of the change and release tickets, business events, and outages.

 

Introducing Live Chat workspace
As support agents, you can use Live Chat to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. Live Chat enables you to escalate the user's issues to support agents seamlessly.

 

Introducing self-help
You can use embedded self-help with guided assistance to navigate the product and to actively complete tasks. From the self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

 

 

Remedy ITSM Applications 19.08 highlights

Integrate custom Asset CI classes with the inventory without customization
You can easily integrate custom classes with the inventory information of a CI by automatically setting the location information of any CI.

Remedy AR System 19.08 highlights

Ability to call the third-party REST APIs in a Remedy application
As a developer, you can call third-party REST API or external REST API and Remedy-hosted REST API by using Remedy Developer Studio.

Support for the single sign-on option for Remedy Developer Studio
As a Remedy system administrator, you can enable Remedy Single Sign-On for a developer who logs in to the Remedy AR System server through Remedy Developer Studio.

Performance improvement by using Subquery algorithm
You can use the Subquery algorithm on a form to fetch results faster from the RLS-enabled fields.

Support for Exchange Web Service in Remedy Email Engine
You can choose a new protocol called Exchange Web Service (EWS) as the email server type while configuring your mailbox.

Remedy Smart Reporting 19.08 highlights

Real-time synchronization of Remedy Smart Reporting users
Whenever any user is added, updated, or deleted in Remedy AR System, that user record is automatically synchronized in real-time in Remedy Smart Reporting by the User Sync utility.

Ability to automatically share common content across multiple tenants
For multi-company onboarding, as a Remedy Smart Reporting administrator, you can import the out-of-the-box content and the customized public reports and dashboards across multiple tenants automatically, through a scheduled escalation, instead of manually importing the content individually for each tenant.

CMDB 19.08 highlights

Streamlined and enhanced Class Manager
You can use the streamlined and enhanced Class Manager to navigate and implement changes to the Common Data Model.

Impact simulations native in CMDB Explorer
You can use the CMDB Explorer as your one place to navigate and understand the CIs, as the functionality of the Atrium Impact Simulator is now natively a part of the CMDB Explorer.

Create end-to-end Atrium Integrator jobs natively in the Configuration Manager Dashboard UI
You can create end-to-end jobs and manage data stores in the Configuration Manager Dashboard UI.

Remedy Single Sign-On 19.08 highlights

OAuth 2 support for native clients
OAuth 2.0 authorization framework for third-party applications supports OAuth 2.0 for all types of native applications.

Enhancements to the launchpad functionality
You can display any application on the Digital Service Management page. Additionally, you can use the search and filtering options that have been implemented on the LaunchPad page in the Remedy SSO Admin Console.

System accessibility
Section 508 has been implemented for the Remedy SSO end-user facing pages, such as the Login page, Change passwords page, and so on.

BMC Helix Multi-Cloud Service Management 19.08 highlights

Pre-built integration between Microsoft Azure Monitor and Remedy IT Service Management incidents
As a Multi-Cloud tenant administrator, you can enable the pre-built integration to create incidents in Remedy IT Service Management based on alerts such as metric alerts, activity log alerts, and so on in Microsoft Azure.

Ability to share activity notes for the Remedy IT Service Management incidents
As an agent working in Remedy IT Service Management, whenever you add activity notes to an incident, the corresponding Azure DevOps work item gets updated with the activity notes and the author information.

Support for custom field types in JIRA
You can map custom fields created in JIRA, JIRA Service Desk, and Azure DevOps to the fields in Remedy IT Service Management.

Support for sharing attachments with JIRA Service Desk
As an agent working in Remedy IT Service Management, you can share attachments associated with an activity note of an incident with JIRA Service Desk.

Enhanced dynamic risk calculation
In risk management configurations, you can update the risk value and weightage of a CI from CMDB to calculate the risk level of a change request.

Downloading and installing version 19.08 of Remedy IT Service Management

This feature release is available for download from the BMC Electronic Product Distribution (EPD) site.

This 19.08 release continues to use deployment packages for the upgrade of Service Request Management, Service Level Management, and the other Remedy IT Service Management applications from version 18.05, 18.08, or 19.02. The use of deployment packages makes the Remedy IT Service Management applications upgrade process faster. If you are upgrading to version 19.08 from earlier versions (for example, version 9.1), you must use the upgrade installers to upgrade to version 18.05 and then apply the deployment package. The upgrades of Remedy AR System, CMDB, Smart IT, and Remedy Single Sign-On continue to be done via installers, directly to version 19.08. For more information, see Remedy Deployment.

Learning more about version 19.08 of Remedy IT Service Management

The Remedy 19.08 release includes many more additional product enhancements and fixes. For detailed information about the enhancements in this release and the list of issues that have been corrected, see the release notes for each component.

 

BMC continues to invest in the containerization of Remedy, which today is available only as a part of BMC Helix ITSM (SaaS service), enabling you to use your cloud of choice (BMC Cloud, AWS, and soon Microsoft Azure) for the SaaS service delivery. For more information about BMC Helix, see https://www.bmc.com/helix.

Best regards,

 

Peter Adams
Sr. Director, Product Management
BMC Software

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Summer vacations aren't slowing down the great content coming to you in our August newsletter. Read on!

This month, we cover the following topics:

BMC Helix Immersion Days | September 16-18, 2019, Santa Clara Marriott

Join us and discover how cognitive service management is imperative for your service management strategy. Sessions will include customer case studies and hands-on solution labs. You’ll gain a clear understanding of key service management issues and shared experiences from the industry professionals who have been there. Register Today!

19.05 release feature highlights

The 19.05 releases provided significant enhancements across the Digital and Cognitive Service Management product lines. Here are some of the highlights.

 

DevOps integration for Azure DevOps Services in BMC Helix Multi-Cloud Service Management
You can integrate Azure DevOps Services with BMC Helix Multi-Cloud Service Management. With this integration, when you create an incident in Smart IT, an Azure DevOps work item is automatically created, and the converse. For more information, see BMC Helix Multi-Cloud Service Management 19.05 enhancements.

 

Improved web UI for better end-user experience in BMC Helix Chatbot
The BMC Helix Chatbot web UI works across all form factors. The progressive web UI includes new avatar for agents, better navigation for knowledge articles that are displayed in the chat window, and direct download of attachments from the knowledge articles. For more information, see BMC Helix Chatbot 19.05 enhancements.

 

Conditional execution of tasks in BMC Helix Business Workflows
As a case business analyst, you can define task sequences that are executed only if specific conditions are met. For example, you can define separate task flows for a full-time employee and a contract employee. The graphical task flow designer provides an easy method to add tasks, define conditions for task execution, and sequence them as required. Add tasks to the case template and define trigger conditions that trigger different task flow branches. For more information, see BMC Helix Business Workflows 19.05 enhancements.

 

Cognitive Search support in BMC products and for custom applications in BMC Helix Platform
The Cognitive Search Service is now included with the BMC Helix Platform for use in custom applications and other BMC products. You can perform cognitive search across BMC Helix Platform data and external data by using the natural language query. You can also use cognitive search to analyze data and handle data enrichment requests for data change events. For more information, see BMC Helix Platform 19.05 enhancements.

 

Validation utility for running Helix connector environment health checks in BMC Helix Platform Integration Service
BMC provides a command-line utility for running health checks. You can use this utility to determine if the environment for BMC Helix Connector Designer is set up correctly and to troubleshoot Docker-related issues. For more information, see BMC Helix Integration Service 19.05 enhancements.

 

Support for confidential questions in BMC Helix Digital Workplace Advanced
You can tag questions as confidential when you create questionnaires for services that originate from BMC Helix Business Workflows. This capability is useful while creating HR service requests that could contain confidential information. For more information, see BMC Helix Digital Workplace 19.05 enhancements.

 

Enhanced LDAP authentication in Remedy Single Sign-On
You can configure the LDAP page size and specify multiple Server Hosts for using LDAP in failover scenarios. For more information, see Remedy Singlie Sign-On 19.05 enhancements.

Remedy performance webinars

Missed our webinars about Remedy performance? You can check out the recording at your convenience.  Choose from any or all of the following webinars:

Remedy Developer Studio troubleshooting guides

Check out the latest troubleshooting guides that Support and R&D developed. The following links are are in the AR System version 18.08 documentation, but are also available for version 19.02:

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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I believe true innovation can only happen when you completely immerse yourself to understand the challenges customers go through every day.  Empathetic listening requires to “seek understanding” - to be in your “customer’s shoes” in order to be able to truly see, taste, hear, feel, and smell what they experience every day.   This is a story of true innovation.

 

I recently have had the privilege of bringing BMC Helix Multi-Cloud Service Management to market. Customers are able to effectively manage cloud services in a hybrid, multi-provider environment. It provides out-of-the-box solutions to address advanced service management challenges related to cloud services and to enable DevOps teams to work seamlessly with multiple applications.

 

So how did this truly unique and industry-leading innovation get brought to market?  It started one day when my team was tasked with solving a simple yet daunting problem statement:  how to deliver service management across multiple cloud services and/or providers seamlessly from a “single plane of glass”?

We poured through all of our information from various surveys about custom add-on ITSM applications our customers had built over the years investing their own resources. We found ticket-based integration with other systems to be a common theme. Many customers had built home-grown ticket brokering solutions using custom, non-scalable technologies. Instead of talking to these customers, we listened.  We heard that many of these “solutions” were back-end based extended workflows with hard-coded mappings which resulted in frequent failures and high frustrations. They made it clear that what they wanted was some way to “broker tickets” with pre-packaged integrations based on a modern extensible and modular platform. My team was excited, we were on our path to innovate this breakthrough solution.

 

We initiated a full series of roundtables with end-users and customers to hear their truth. Their ticket brokering was antiquated and cobbled with many different, disparate solutions. They needed to make sure they were not just doing a “rip and replace” drill to take out their existing solutions to replace it just for the sake of new technology. During these conversations, another common wish emerged: “if we could just link our ITSM and DevOps tools, our lives would be so much better.”  Our eyes lit up:  we found our “Eureka” moment.  The developers did not want to move out of the agile development tool and service management folks were frustrated by not being able to support at the speed of development and business needs.   We were delighted as we found our true innovation mission: deliver a seamless service experience across multi-cloud environments. Thus, BMC Helix Multi-Cloud Service Management was born.

 

We have seen tremendous customer growth since our launch and the solution is extremely popular among our customer base. During the last 6 quarters, we have had 6 releases with pre-built, out of the box connectors and flows delivered. Guided by customer feedback, we have been pragmatic, nimble, and agile with our approach and have tweaked many dimensions along the way.

 

The emphatic and exciting industry reception certainly stems from our continued empathetic listening to our customers. Our team is able constantly and consistently delivers more and more value-added features.

 

Resources

For more information on BMC Helix Multi-Cloud Service Management, please review:

http://www.bmc.com/it-solutions/multi-cloud-service-management.html

and CIO.com: “Enjoying Seamless Service Management Across Multi-Cloud Environments”

https://www.cio.com/article/3298677/cloud-computing/enjoying-seamless-service-management-across-multi-cloud-environments.html

For more information, read the BMC Helix Multi-Cloud Service Management solution brief.

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Summer has arrived in the northern hemisphere and it's not just the weather that's hot! See below for the latest patches, education offerings and other updates.

This month, we cover the following topics:

Smart IT 2.0 Patch 2 available

Remedy with Smart IT 2.0 Patch 2 (2.0.00.002) was released June 28 and is available for the Windows and Linux platforms. This patch release contains product fixes and updates. Smart IT 2.0.00.002 supports MongoDB versions 3.6 and 4.0.9. However, BMC recommends that you upgrade to Smart IT version 19.02, because the latest Smart IT architecture does not require MongoDB. To download and install patch 2, follow the instructions provided in the Patch 2 for version 2.0.00 documentation. For the list of issues that have been corrected, see Known and corrected issues.

Learn about Smart IT recommended patches

Check out the BMC Helix Remedy and Discovery YouTube channel for Smart IT videos, including Recommended patches for Smart IT performance!  Don't forget to subscribe, so you are notified of new videos.

Pre-upgrade checks

Planning an upgrade? Check our recent blog post that covers the prerequisites you should consider ahead of performing an AR system platform upgrade.   This post covers prerequisites for performing and upgrade through the installer. It also includes prerequisite requirements when applying any patch or hotfix through D2P.  Understanding the prerequisites will help you avoid any issues, so you can experience a smooth upgrade.

New Education Courses and Certifications

There are four new ITSM-related courses available as Web Based Training (WBT) and Instructor Led Training (ILT).  These courses provide ITSM  application administers with architecture, application concepts,  and configuration best practices through hands-on exercises.   Corresponding online certification exams are available for each set of courses.  Click the links below for details:

MongoDB 3.4 going out of support in January

MongoDB 3.4 Support ends in January, 2020. Smart IT and BMC Digital Workplace versions earlier than 18.05 use MongoDB. BMC recommends upgrading to the 18.05 or later versions of Smart IT and BMC Digital Workplace, which do not use MongoDB. If you do not upgrade Smart IT and BMC Digital Workplace, you should upgrade MongoDB to version 4.0.9, or you can upgrade MongoDB to version 3.6. For more information on the impact of the end of support of MongoDB 3.4 on Smart IT and BMC Digital Workplace, see this KA.

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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With May in the books, BMC has new releases out! Keep reading to learn more about the 19.05 and 19.02 Patch 1 releases and other great content.

This month, we cover the following topics:

Helix 19.05, Remedy Single Sign-On 19.05 and Remedy ITSM 19.02 Patch 1 versions released

The 19.05 releases of BMC Helix Digital Workplace, BMC Helix Chatbot, BMC Helix Platform, BMC Helix Integration Service, BMC Helix Business Workflows, and Remedy Single Sign-On are now available! Remedy ITSM Suite 19.02 Patch 1 is also available. If you did not receive the proactive notification emails and want to receive these notifications in the future, go to the BMC Support website, login, select My Support > Product Alerts (Proactive Notifications), and enroll.

 

We are pleased to announce embedded self-help with guided assistance in several of our products. Guided assistance helps you learn to navigate the product and to actively complete tasks. From the Self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

With the May releases, embedded self-help is available in the following products and components:

  • BMC CMDB
  • BMC Digital Workplace
  • BMC Helix Multi-Cloud Service Management
  • BMC Helix Business Workflows
  • BMC Helix Platform
  • BMC Helix Integration Service

SelfHelpMenu.png

 

Critical Remote Code Execution (RCE) vulnerability in Remedy Mid Tier

BMC Software has identified an unauthenticated Remote Code Execution (RCE) vulnerability in Remedy Mid Tier. Mid Tier versions 9.1, 18.05, 18.08, and 19.02 service packs, and patches are affected by this vulnerability. Click here for more information and instructions on how to address this issue.

Smart IT troubleshooting guides

Check out the latest troubleshooting guides that Support and R&D developed. The following links are for Smart IT 19.02:

We also have these troubleshooting guides available for earlier versions.  To view an earlier version, open a Smart IT 19.02 documentation link, and then select the version from the Product version menu.

Did you know about Remedy Management Console?

Enhanced logging features are available in recent releases.  Within the Remedy Management Console, not only can you manage and enable logging across server groups, you can also display and view logs from any server in a server group.  See a demo and find out more from watching the video on our BMC Remedy Discovery YouTube channel, and don't forget to subscribe to get notified of more great videos!

 

 

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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BMC Software announces the 19.05 release of Remedy Single Sign-On. This release delivers significant new functionalities that customers have requested, as well as various defect fixes.

 

Remedy Single Sign-On 19.05 highlights

 

Key features and changes include:

 

Enhanced LDAP authentication

You can configure the LDAP page size and specify multiple Server Hosts for using LDAP in failover scenarios.

 

Cross launch BMC Remedy Single Sign-On in nested iFrames

You can configure Remedy Single Sign-On authentication can to launch in nested iFrames.

 

Additional API endpoints for branding the login page

You can use API endpoints to brand your Remedy Single Sign-On login page.

 

Downloading and installing version 19.05 of Remedy Single Sign-On

 

To install Remedy Single Sign-On, follow our installation instructions at Downloading the Remedy Single Sign-On installation files.

 

Learning more about version 19.05 of Remedy Single Sign-On

 

For detailed information about the enhancements in this release, see the Remedy Single Sign-On release notes. For the list of known issues that have been corrected, see Known and corrected issues.

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BMC Software announces the 19.02 Patch 01 (19.02.01) release of Remedy IT Service Management Suite.

 

This patch release contains product fixes and consolidates the hotfixes that have been delivered for version 19.02 of the Remedy Action Request System, BMC CMDB, Smart IT, and Remedy IT Service Management Suite and its components.

 

 

Downloading and installing version 19.02.01

 

Remedy 19.02.01 is available for the Windows, Linux, and Solaris platforms. Remedy Smart Reporting is only available for the Windows and Linux platforms.

 

To download and install this patch, follow the instructions provided in the deployment instructions for version 19.02.01.

 

 

Learning more about version 19.02.01

 

For detailed information about the patch and the list of issues that have been corrected, see the following patch bulletins:

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Level 4 Autonomous DevOps with BMC Helix Multi-Cloud Service Management 1905!!!

We can all debate whether we have Level 4 autonomous cars on our roads in the Silicon Valley, but I am happy to report that such an autonomous DevOps is now possible with BMC Helix ITSM and BMC Helix Multi-Cloud Service Management (MCSM). Though our unique architecture already allowed you to configure MCSM to automate risk calculation for DevOps changes, we have dramatically enhanced capabilities for dynamic risk calculation. There is a lot in the release but I would like to highlight 2 innovative, big ideas as they came together over the last couple of cycles:

 

1 - Automatic calculation of deployment risk for DevOps Changes - MCSM now enriches incoming changes from Dev Tools with risk level based on-

 

a) Change implementation track record for dev teams

b) The criticality of Business/Technology Service

c) Other factors in external 3rd party systems e.g. unit test volume or success rate in unit/system test tool.

 

2- A brand new premium connector and flows for Azure DevOps - Starting to build out Jira like flows with the agile development tool from Microsoft called Azure DevOps (used to be called TFS)

 

Screen Shot 2019-05-14 at 10.43.49 PM.png

Screen Shot 2019-06-03 at 11.19.13 PM.png

 

Need more information on BMC Helix Multi-Cloud Service Management?

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This is going to be a small one.

 

Context

It is derived from an issue I debugged a while back, where user was getting issues while creating an Incident through integrations where they had mapped some custom app field values to the OOTB ITSM Incident module field values.

 

Issue

And after debugging, it was found that, the issue was, they passed the priority field value but did not pass the priority weight, and the system expected the priority weight also as the priority was passed and not computed. I do not have the exact workflows now to share that caused the issue.

 

Solution

However the solution was to not pass the priority or priority values.

Rather pass the Impact and Urgency values and let the system compute the Priority and Priority weight values.

 

 

Hope this small tip helps.

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If you have installed SmartIT and DWP on Windows using a MSSQL Server (with a single node) and using the default "Local System" account to run the Services, you may need to update the Windows installed Service to run against dedicated Windows Service Accounts instead of the default "Local System" and switch over to a MSSQL Always On (HA) configuration.

The following explains how to update the JDBC connection strings for these functions.

 

With the move away from Mongo, the applications utilize the JDBC driver for database connections.

 

When configuring ARS to use an always on Cluster (ar.cfg, SQL-Server-Always-On: T), ARS automatically adds the multiSubnetFailover=true parameter to the JDBC URL and the rest becomes transparent to ARS:

[database('data_source','username','password','com.microsoft.sqlserver.jdbc.SQLServerDriver','jdbc:sqlserver://server:port;database=DatabaseName; multiSubnetFailover=true;')]

 

However, this is not the same for SmartIT/DWP which need to be configured manually to apply the required attributes to the connection strings.

 

We add the second parameter "integratedSecurity=true;" for Windows Authentication e.g. Service Accounts

https://docs.microsoft.com/en-us/sql/connect/jdbc/building-the-connection-url?view=sql-server-2017

 

Configuration Files:

 

The smartit.xml file "<SmartIT_Tomcat_Install_Dir>\conf\Catalina\localhost" directory contains references to the JDBC connection to the SmartIT_System and SmartIT_Business schemas:

Within this file there will be references to the JDBC database connection - (this is from a system connecting to MSSQLServer db):

 

                url="jdbc::sqlserver://mydbserver-011:1433;DatabaseName=SmartIT"

 

The dwp.xml file "<DWP_Tomcat_Install_Dir>\conf\Catalina\localhost" directory contains references to the JDBC connection to the DWP_System and DWP_Business schemas:

Within this file there will be references to the JDBC database connection - (this is from a system connecting to MSSQLServer db):

 

                 url="jdbc::sqlserver://mydbserver-011:1433;DatabaseName=DWP"

 

An Always On Cluster will have a listener configured for the active nodes, and this is the information we need to update in the URL connection strings.

The listener may also be using a different port than the underlying nodes, so this needs to be observed and updated in the connection string.

To configure for the listener, the updated strings would be:

 

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=SmartIT"

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=DWP"

 

The instanceName is optional in the connection string, and if not provided a connection is made to the default instance.

If wanting to log into the database using a Service Account, you add in the following attributes to the connection string in conjunction with updating the name/password combination in the XML to use the Service Account details (domain\user & password):

 

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=SmartIT;integratedSecurity=true"

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=DWP;integratedSecurity=true"

 

Timeouts can also be added to the connection strings if wanting to avoid queries waiting indefinitely.

 

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=SmartIT;integratedSecurity=true;queryTimeout=180"

               url="jdbc:sqlserver://alwaysonlistener:port;multiSubnetFailover=True;DatabaseName=DWP;integratedSecurity=true;queryTimeout=180"

 

A full list of options are available here:

Setting the Connection Properties - SQL Server | Microsoft Docs

 

Similarly, if wanting to update Smart Reporting the connection string lives in the web.xml file "<SmartReporting_Install_Dir>\appserver\webapps\ROOT\WEB-INF\" directory for a default installation.

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This month, we cover the following topics:

BMC Digital Workplace 19.02 patch 1

Patch 1 for BMC Digital Workplace 19.02  is now available. In addition to corrected issues, this patch includes an update that allows administrators to enable or disable the following features for end users:

  • Approver Details
  • In-app Notifications
  • Notification Settings for Requests
  • Priority Label for Requests/Approvals
  • Reopen Request
  • Request Again
  • Sign Out

For more information about the patch, see 19.02.01 - Patch 01.  For a list of issues corrected in the patch, see Known and corrected issues.

New videos and troubleshooting guide about Full Text Search

Check out the following new FTS (Full Text Search) videos recorded by BMC Support:

These videos show you how to perform both functions successfully.

Need more information about FTS? Support worked with R&D to release a new FTS troubleshooting guide, available within the BMC online documentation.  Use the following links to go directly to the details you need:

Latest Remedy hot fixes

REMINDER: We created a knowledge article that provides FTP locations for the latest Remedy product line cumulative hot fixes. To download the latest hot fixes, please refer to KA#000164912 (you must be logged into Support Central to view the KA). You can always find this KA in the Additional resources section of Hot Off The Press newsletters.

 

Additional resources

Other issues of Hot Off The Press Follow to receive alerts of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).

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When you are creating a report the preview function in Smart Reporting will help you see what you are going to get, but can slow things down. Particularly if you are adding lots of columns and have not yet decided which filters you need to apply to your report.

 

You can take these two simple steps to temporarily turn-off the preview feature and speed up the refresh for column heavy reports.

 

Step 1. Go to your user profile, select Display Preferences and turn off Report Data Preview. That will stop the report refreshing whenever you add a field/column.

display-preferences.png

 

Step 2. When you want to refresh the report, you can make the refresh faster by setting the active row limit, this gives a preview of the report, but limits the records returned.

set-active-row-limit.png

That's it! You should find your report creation super charged!

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