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Smart Reporting 19.02 release added valuable enhancement in AR JDBC and users can leverage all RDBMS functions with enhanced AR JDBC.

Report writer can run and use any database function in Smart Reporting by using Freehand SQL editor for creating custom reports.

It might not be obvious to everyone which DB functions are really going to work with Smart Reporting and therefore providing some list of MS-SQL and Oracle database functions that user can execute.

 

Using direct database function in Smart Reporting - many business use case can now be achieved.

Examples -

  • Use case of getting first and last work-log entry for specific Incident.

 

Native Database SQL
AR JDBC Compliant SQL
Comments

SELECT Incident_Number,

LEAD(assigned_group, 1, 0) OVER (PARTITION BY Incident_number ORDER BY assigned_group DESC NULLS LAST) LEAD_Assigned_Group,

LAG(assigned_group, 1, 0) OVER (PARTITION BY Incident_number ORDER BY assigned_group DESC NULLS LAST) LAG_Assigned_Group

FROM aradmin.hpd_help_desk_assignment_log

WHERE incident_number='INC000000000001' and Assignment_type != 1000

ORDER BY incident_number, assigned_group DESC;

SELECT `Incident Number`,

dbfn('lead;over;partition by;order by',5,'#KWD#(',`Assigned Group`,1,0,'#KWD#)',1,'#KWD#(',1,`Incident Number`,3,`Assigned Group`,'#KWD#desc','#KWD#)') Lead_Assigned_Group,

dbfn('lead;over;partition by;order by',5,'#KWD#(',`Assigned Group`,1,0,'#KWD#)',1,'#KWD#(',1,`Incident Number`,3,`Assigned Group`,'#KWD#desc','#KWD#)') Lag_Assigned_Group

FROM `HPD:Help Desk Assignment Log`

WHERE `Incident Number`='INC000000000001' and `Assignment Type`!= 1000

ORDER BY `Incident Number`, `Assigned Group` DESC;

For this type of AR JDBC SQL - a new option Advanced Authoring is supported by Remedy Smart Reporting. After you enable this option, you can use the SQL Query editor to write database queries for creating reports.

 

  • Ranking function to provide a rank to a set of rows in a partition.

 

Native Database SQL
AR JDBC Compliant SQL
Comments

select Assignee,COUNT(Incident_Number) NumberOfInc,

RANK() over(partition by Assigned_Group  order by COUNT(Incident_Number) desc) RANK

from HPD_Help_Desk where Assignee is not null

group by Assignee

select `Assignee`,COUNT(`Incident Number`) NumberofInc,

dbfn('rank;over;order by count',2,'#KWD#(','#KWD#)',1,'#KWD#(',5,'#KWD#(',`Incident Number`,'#KWD#)','#KWD#desc','#KWD#)') RANK

from `HPD:Help Desk` where `Assignee` is not null

group by `Assignee`

For this type of AR JDBC SQL - a new option Advanced Authoring is supported by Remedy Smart Reporting.

After you enable this option, you can use the SQL Query editor to write database queries for creating reports.

 

 

 

List of database functions for Freehand SQL - 

 

SQL

Oracle

CAST

LEAD

CONVERT

LAG

ROW_NUMBER

CONCAT

RANK

REPLACE

DENSE_RANK

INSTR

NTILE

TRANSLATE

CHARINDEX

LPAD

CONCAT

MONTHS_BETWEEN

DATALENGTH

ADD_MONTHS

LEFT

LAST_DAY

LEN

EXTRACT

LOWER

NEXT_DAY

LTRIM

TO_NUMBER

REPLACE

CAST

REPLICATE

GREATEST

REVERSE

 

RIGHT

 

RTRIM

 

SPACE

 

STR

 

STUFF

 

SUBSTRING

 

TRANSLATE

 

TRIM

 

UPPER

 

DATEADD

 

DATEDIFF

 

DATENAME

 

DATEPART

 

DAY

 

MONTH

 

YEAR

 

QUARTER

 

STUFF

 

PATINDEX

 

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Please join Vlad for an introduction to Hierarchical Groups and Best Practices during the April 2019 Connect with Remedy webinar.

 

In this session he will cover an introduction to Hierarchical Groups (HG), configuration, and troubleshooting. You will learn about what is HG, when to use it, and best practices for configuration of the permission model.  Also troubleshooting of common issues and how to resolve will be covered.

 

Vladimir Katsman is a Lead Product Developer

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Hierarchical groups: Using a parent group for permission inheritance

 

ITSM data access model enhancements in version 9.1

 

ITSM Data Access Model Documentation

 

Row Level Security

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace

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In this recorded webinar Cameron and Juliet will review the available self-solve resources that are available.  These resources are available 24x7 and allow for you to self-solve questions, issues, and expand your product knowledge as well.

 

Juliet Hughes is a Senior Manager, Technical Support

Cameron McConnell is a Senior Manager, Technical Support

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

BMC Communities

 

BMC Documentation

 

BMC Support

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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Overview

BMC Helix Multi-Cloud Service Management is an exciting, new SaaS product from BMC. One of the biggest issues for IT organizations today is how to allow their development teams to work in an agile development process, using the DevOps tools such as Jira Software, Azure DevOps, and CA Agile Central (formerly: Rally) that make them productive, while still having IT governance over the work that is happening.

 

BMC Helix Multi-Cloud Service Management provides the ability to tightly integrate ITSM processes with those key DevOps processes, allowing for visibility and collaboration from either side, all in a cloud-delivered solution!

 

How BMC IT Succeeded with Multi-Cloud Service Management

BMC IT had a real problem on their hands. They needed an easy way to effectively collaborate between the service desk and developers. Developers improve the products based on reported incidents and also fix defects. BMC IT uses Remedy ITSM for their Service Desk processes and uses CA Agile Central to track user stories and defects for their development teams. Before BMC Helix Multi-Cloud Service Management, the transfer of information was tedious and error prone.  Reports needed to be run to identify the records that should be sent to Agile Central for the development team to work on, and then the records needed to be manually entered into the system.   Collaboration between the developers and the service desk was not easy and was being done in an ad hoc manner via email. BMC IT needed a solution, so they decided to evaluate the capabilities of BMC Helix Multi-Cloud Service Management.

 

BMC Helix Multi-Cloud Service Management provides some key capabilities that the BMC IT team was looking for to solve their problems.   BMC IT needed a solution that would provide the following capabilities without the need to code:

 

  • Out of the box integration with Agile Central that just works.

  • Automated transfer of incidents based on configuration policies (rules).
  • Tight User Interface integration with Smart IT to show details about the Agile Central issue.

  • Ability for bi-directional collaboration and to track responses in the system for auditability.

  • Dynamically create different types of issues in Agile Central based on data in Remedy ITSM, which would be stored in custom ITSM fields.

  • Dynamically select the appropriate Agile Central project based on the business service stored in Remedy ITSM on the incident.

  • Ability to view changes in Agile Central that are coming from Remedy ITSM and converted into the actual values used in CA Agile Central.

 

How does BMC Helix Multi-Cloud Service Management solve these key requirements from BMC IT? Let's take a look!

 

Tight integration with Smart IT for Service Desk agents

BMC Helix Multi-Cloud Service Management provides BMC IT service desk agents with the ability to see data from Agile Central within Smart IT.  Smart IT includes a section of the screen that displays the details from CA Agile Central.  The contents of the section are completely configurable and can include both out of the box fields and custom CA Agile Central fields.  BMC IT make use of this capability to allow their service desk agents to view the details of what the development team is doing, without having to go into Agile Central.

 

Bi-directional collaboration

BMC Helix Multi-Cloud Service Management makes it easy for BMC IT service desk agents to collaborate with developers.  Service desk agents can identify if an activity note should be shared with the developer working in Agile Central and vice versa.   Shared activity notes provide history and auditability on the discussions that are no longer lost in emails.   

 

Dynamic data transfer without coding

The other capability that BMC IT needed was for the transfer of data be dynamic, based on information provided in Remedy ITSM.   In some cases, the incident in Remedy ITSM needed to be sent to Agile Central as a user story. In other cases, the incident needed to be treated as a defect. BMC IT already had fields in Remedy ITSM where they were tracking this information.   BMC Helix Multi-Cloud Service Management was able to use these custom fields, without any need to change code. BMC IT built mappings in BMC Helix Multi-Cloud Service Management that would appropriately create either user stories or defects in Agile Central based on the data on the Remedy ITSM ticket.  Configuring the flows to do this was completed in just a few minutes, as the configuration UI was all point and click.    

 

BMC Helix Multi-Cloud Service Management also provided BMC IT with an easy point-and-click mechanism to select the appropriate project in CA Agile Central based on the business service selected.   This, again, was completed in minutes without any need for coding.

 

Visibility in Agile Central to Remedy ITSM tickets

BMC IT needed a way for their developers to see Remedy ITSM ticket updates while they work in CA Agile Central.  BMC Helix Multi-Cloud Service Management automatically identifies updated tickets, identifies the fields that were sent to Agile Central and creates an activity log in CA Agile Central whenever data in Remedy ITSM changes that the developer should know about.   BMC Helix Multi-Cloud Service Management even transforms the value from the Remedy ITSM value to the CA Agile Central value, if needed.   (e.g. ITSM Priority High can be mapped to be displayed in Agile Central as Critical).

 

Conclusion

BMC Helix Multi-Cloud Service Management has been very successful making BMC IT’s service desk agents and developers much more productive, and has improved the amount of collaboration and tracking. 

 

According to BMC IT Senior Manager Srinivas Koka:

 

Before BMC Helix Multi-Cloud Service Management, BMC IT was using a proprietary, complex workflow automation tool for the integration, if any error happens, we had to wait for the Workflow Admin to debug the issue. This manual process was very inefficient and a time consuming process."

 

We would like to hear more from the community on how you are solving or trying to solve the business problem of integrating  DevOps and ITSM Processes.  Please comment below.  Thank you for your time!

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To kick off 2019, we have combined the January and February newsletters. We have a lot to share with you in this edition, so read on for the latest news and updates!

This month, we cover the following topics:

  • AR System security vulnerability on Linux servers
  • Mid Tier 18.08 Patch 1 and AR System 9.1.04 server
  • Oracle licensing changes for Java
  • Google Cloud Messaging deprecated
  • Recent Remedy webinars
  • Top viewed knowledge articles
  • Remedy versions now and soon in Limited Support
  • Additional resources

AR System security vulnerability on Linux servers

BMC Software has identified a security vulnerability (CVE-2018-19647) that could allow a remote, unauthenticated attacker to gain arbitrary code execution as the system user. Only AR System on Linux servers are vulnerable to this issue, and the exposure is limited to scenarios where an attacker is on the same network as Remedy AR System. See our AR System Community blog post for detailed information and access to the fix.

Mid Tier 18.08 Patch 1 and AR System 9.1.04 server backward compatibility issue

There is a known compatibility issue with using Mid Tier 18.08 Patch 1 to connect with a 9.1.04 AR System Server.  The Mid Tier patch will not deploy and will generate ERROR 9713 and ERROR 306 errors.  This issue does not affect 18.05 or later AR Server environments.  To resolve this issue, you must apply a hotfix to your 9.1.04 AR Server prior to deploying the 18.08 Patch 001 Mid Tier package.  For further information about this issue and the hotfix, see KA 000160561.

Oracle licensing changes for Java

Oracle announced a major change to their licensing policy and release cadence for Java SE (Standard Edition including both JDK and JRE). See our Knowledge Articles to understand what this means for Remedy and Digital Workplace.

Google Cloud Messaging deprecated

As of April 10, 2018, Google deprecated Google cloud messaging (GCM) and the service will be completely shut down by April 11, 2019.  Firebase Cloud Messaging is their replacement for GCM. Digital Workplace and Smart IT use GCM for Android push notifications. Hotfixes will be made available for Digital Workplace 18.02 and above and for Smart IT 2.0 and above to support Firebase and keep the notification functionality intact. The fix will be included in the upcoming 19.02 release. You can read more info about GCM deprecation here: https://developers.google.com/cloud-messaging/faq.

Recent Remedy webinars

Over the past few months, Remedy webinars focused on troubleshooting and how to proactively understand performance of your server group environment.  Missed the webinar? You can watch the following webinar recordings:

For more information on the webinar series and other past webinars, please see Connect with Remedy Webinar Series.

Top viewed knowledge articles

Run into an issue, and trying to self-solve? We might have a knowledge article (KA) for that. Check out these new communities posts to see the top viewed KAs for the last quarter:

These posts will be updated regularly to help you find top trending KAs.

Remedy versions now and soon in Limited Support

Remedy versions 9.1.00 through 9.1.02 are now in Limited Support. Smart IT version 1.4 will go into Limited Support on February 26. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

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

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Please join Peter to get an update on the Remedy 19.02 Feature Release in March’s Connect with BMC Helix ITSM and Remedy webinar.

 

In this session he will cover the exciting new capabilities introduced with the 19.02 release, in support of BMC’s Cognitive Service Management and Multi-Cloud Service Management strategy. Learn about our new reporting capabilities, new Smart IT capabilities and about enhancements to our cognitive capabilities for Remedy.

 

Peter Adams is Senior Director, Product Management

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Remedy ITSM Suite 19.02 Release Notes: Enhancements in 19.02

 

ITIL 4

Axelos

BMC Blog

 

Swarming

Consortium for Service Innovation

BMC Blog

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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In this recorded webinar, Justin will look at an overview of web services, how REST API works, and Remedy's implementation of REST.  Finally will review a real world example to demonstrate the REST API.

 

Justin Bakker is a Senior Technical Support Analyst

 

Below is the webinar recording.

 

 

Presentation References

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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In the last Plug-in Basics recorded webinar, you learned what are plug-ins, types of plug-ins and servers, and about plug-in communications.  This session will continue taking a look a troubleshooting the plug-in server.

 

In this session Doug will review the standard plug-in logging available along with any special logging that is available for a plug-in as well.  For example,  one type of logging is the logging provided by the specific plugin, such as Approval.  Discuss how to enable the standard and special logging for a plug-in.  As the ITSM solution uses many special plug-ins there will be future sessions that focus on specific plug-ins coming in future sessions.

 

Douglas Reif is a Principal Technical Support Analyst

 

Below is the webinar recording.

 

 

Presentation References

 

For more information, or if you have questions, please contact Gregory Kiyoi or Steven Duncan

Remedy AR System Remedy ITSM Atrium Digital Workplace / MyIT HR Case Management  Discovery / ADDM

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We have a lot of news to share in the December issue of Hot Off The Press. Read on for release updates, where to find great information, tips and tricks, and more.

This month, we cover the following topics:

  • November releases are now available!
  • BMC Remedy and Discovery YouTube channel
  • Did you know? You can customize dashboards in the new Remedy Management Console?
  • Limited Support dates approaching for these Remedy versions
  • New email address for Support Survey
  • Additional resources

November releases are now available!

BMC recently released BMC Discovery 11.3 Patch 4, Remedy IT Service Management 18.08 Patch 1, Remedy Single Sign-on 18.11, BMC Helix Multi-Cloud Service Management 18.11, BMC Digital Workplace 18.11 and BMC Helix Business Workflows 18.11.

BMC Discovery 11.3 patch 4 contains a fix for a CMDB sync issue that several customers have experienced. Full details are available here. BMC strongly recommends that you upgrade to version 11.3 Patch 4 if you are on any previous versions of BMC Discovery 10.0, 10.1, 10.2, 11.0, 11.1, 11.2 or 11.3. For details about the upgrade procedure, see Upgrading BMC Discovery.

Remedy ITSM 18.08 Patch 1 contains product fixes and consolidates the hotfixes delivered for the Remedy ITSM Suite 18.08 (including Smart IT). See our Remedy 18.08 Patch 1 post on BMC Communities for more information and instructions on how to download the patch.  BMC Helix Multi-Cloud Service Management 18.11 now enables automatic integration of problem records in Remedy ITSM with issues in Jira, and shows more information about integration events in the Activity stream of ticket screen. For a full list of enhancements see the BMC Helix Multi-Cloud Service Management 18.11 release notes and the following Community post.  Remedy Single Sign-On 18.11 now allows you to set up LDAP users as RSSO administrators, and also provides a new option to export and import RSSO configurations via the Data Transfer tool (command line). For a full list of enhancements, please see Remedy Single Sign-On 18.11 release notes.

BMC Digital Workplace 18.11 delivers significant new functionality that customers have requested, including enhancements to the end user experience and catalog capabilities, as well as various defect fixes. Check out our Digital Workplace 18.11 post on BMC Communities for more information.

BMC Helix Business Workflows 18.11 is a modern case management solution that extends services for lines of business — including HR, facilities, and other groups — in a scalable, managed, and automated way. To learn more about BMC Helix Business Workflows 18.11 and BMC Helix Integration Service 18.11, see our Business Workflow 18.11 post on BMC Communities.

BMC Remedy and Discovery YouTube channel

To see great content, like How To videos, Remedy Webinar recordings, and much more, visit the BMC Remedy and Discovery YouTube Channel. If you are already a frequent visitor and want to know what videos have been recently added, look at the What's New Playlist.

 

Did you know? You can customize dashboards in the new Remedy Management Console?

Starting with AR System 18.05, the new Remedy Management Console makes it easier to manage server groups. The main view of this console is the Server Group Dashboard, which uses flashboards to display the overall health of your server group environment. By default, the Remedy Management Console displays six flashboards with useful statistics such as FTS Pending operations, waiting Application Pending jobs, unsent Email Notifications, and more. In this recorded session, we review how you can use this console and can tailor it to present statistics that are vital to the health of your environment.

Watch the video here:

 

Limited Support dates approaching for these Remedy versions

Remedy versions 9.1.00 through 9.1.02 will move to Limited Support on December 22, 2018. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

New email address for Support Survey

Sometimes you may receive a survey from BMC inviting you to provide feedback on your support experience.  We recently moved the Support CSAT Survey from the Walker platform to the Qualtrics platform. The email now comes from no-reply@qualtrics-research.com. Please ensure that you mark this email address as ‘Not Spam’ or ‘Not Junk’ as we would greatly appreciate your feedback, so that we may improve our service to you in the future.

Additional resources

Other issues of Hot Off The Press Follow to be alerted of new issues

Connect with Remedy Webinar Series Information

Remedy and Discovery YouTube Channel Subscribe Now

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Seamless Service Management with BMC Helix Multi-Cloud Service Management 18.11

 

Screen Shot 2018-12-04 at 6.11.18 PM.png

Happy to announce, a brand-new version with lot of new capabilities of BMC Helix Multi-Cloud Service Management 1811 is now GA and will be rolled out to our production customers!! We continue to add exciting features to the themes we have embarked upon. You can now turn-on Jira integration for Problem records in ITSM and collaborate using Smart IT. You can view Jira ticket information on the problem records in all Smart IT clients. Support for many more field types in Jira is delivered in addition to attachment support for Salesforce ServiceCloud. Many more refinements including ability to actually see the user who commented, drill down to Jira ticket and a bunch more!

It’s amazing to note the progress we have made and how far along we have come with the 5th GA release of BMC Helix Multi-Cloud Service Management in so little time. We appreciate all the input from many of you through the journey and wishing you all a wonderful holiday season ahead. Thank you for being an important part of us!

What is BMC Helix Multi-Cloud Service Management?

Multi-cloud service management solutions enable multi-provider brokering to efficiently manage and resolve issues. When organizations embrace service management tools, it enhances the ability to secure better service from multi-cloud service providers. For instance, IT can manage tickets across multiple cloud providers utilizing one integrated service desk. It also enables direct collaboration with multi-cloud providers such as AWS or Salesforce Service Cloud to efficiently troubleshoot and resolve issues as well as proactively inform employees of planned service outages utilizing a federated calendar.

Screen Shot 2018-12-05 at 10.17.47 AM.png

Beyond Incidents and Change

In addition to gaining control over Cloud Service Providers (CSPs) issues or incidents, service management provides the visibility and insight needed to ensure that CSPs are operating and delivering to expectations. As such, it’s possible to monitor multiple cloud services against the parameters of established SLAs. At the same time, the most dynamic tools provide an integrated service desk that shields agents from the complexities of differing cloud service management systems.

Modern service management solutions, like BMC Helix, also provide out-of-the-box integration with DevOps tools such as JIRA. For the DevOps manager, these capabilities mean resolving incidents directly in JIRA including associating multiple JIRA user stories with remedy incidents.

Because of their collaborative and seamless nature, having access to service management tools enables IT to provide better customer service with less downtime due to unresolved issues. It results in cost-efficient and effective resolution of problems.  Flexibility to choose the best solutions and not worry about the level of support service.

The more informed IT is on the management of the organization’s cloud service provider investment, the more likely it is to provide in-house teams with the predictable high-performance environments they need to succeed.

Screen Shot 2018-12-05 at 10.34.29 AM.png

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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Please join Chandan as he covers troubleshooting Remedy SSO integration with midtier and Digital Workplace in the January 2019 webinar.

 

He will review the integration, configuration, and troubleshooting of Remedy Single Sign-on with Midtier and Digital Workplace.  Focusing on potential problem areas of the integration and how to resolve them.

 

Chandan Gad is a Senior Technical Support Analyst

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Additionally, you can find questions discussed during the webinar session in an attachment or on this online document.

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

Working with logs

 

Manual integration of Remedy SSO with Remedy applications

 

Configuring Remedy SSO on DWP Catalog

 

Connect with Remedy – Integrating RSSO with DWP Catalog Webinar

 

 

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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Please join Darius as he discusses end-to-end integrated proactive service management in the February 2019 webinar.

 

Transitioning from reactive to proactive service management can be challenging. Especially when you don’t know what you are managing, how well it’s performing and using your end users and your event management solution. This session will demonstrate how aligning what you have with how it’s performing and alerting the right resources with the right information effectively moves you from reactive to proactive service management.

 

Darius Wallace is our Customer Success AVP

 

Below is the recording from the live webinar including Q&A asked during the event.  The recording is also available as a podcast on iTunes.

 

 

Presentation References

 

Subscribe to the DSM Remedy & Discovery Youtube Channel

https://www.youtube.com/c/BMCRemedyandDiscovery

 

BMC Service Resolution (BSR)

Discovery (Application Models)

https://docs.bmc.com/docs/display/DISCO113/Start+anywhere+application+modeling

https://docs.bmc.com/docs/display/DISCO113/The+Pattern+Language+TPL

 

CMDB (Service Model / Publish to TSOM)

https://docs.bmc.com/docs/ac91/building-a-service-model-609846415.html

https://docs.bmc.com/docs/TSInfrastructure/113/building-a-service-model-774797641.html

https://docs.bmc.com/docs/TSInfrastructure/113/publishing-from-the-bmc-atrium-cmdb-774797708.html

 

TrueSight Operations Management (Policies, Dynamic Thresholds, Analytics, etc.)

 

For more information, or if you have questions, please contact Gregory Kiyoi or Jeff Hudson

Remedy AR System  Remedy ITSM  CMDB  Discovery  Digital Workplace  HR Case Management

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We are happy to announce the availability of Helix Cognitive Service Management on MS Azure cloud. Customers now have the choice of using Helix on AWS, BMC Cloud the Azure cloud. In addition, Helix Discovery is now available as a service on the AWS cloud.

 

Solution Description

BMC Helix Discovery is our single, cloud-native solution for discovery and application dependency mapping. It’s the same industry leading Helix Discovery that our customers love, now with additional efficiencies and a lighter footprint. Our Discovery-as-a-Service approach delivers a turnkey SaaS offering that eliminates manual processes such as: (1) Size and stand up large appliances, (2) Apply monthly TKUs  (3) Backup and maintain the data store.

 

This is a continuation of our Helix launch in June when we announced the entire Helix stack that represents the 3Cs’- Cloud, Containers and Cognitive.

BMC Helix Cognitive Service Management, our end-to-end, multi-cloud SaaS offering that reinvents traditional ITSM by integrating cognitive technologies like artificial intelligence and machine learning. With BMC Helix, our customers can transform every layer of service delivery for end users, agents, and developers, evolving their service management from reactive to proactive and predictive with the highest level of accuracy and speed.

 

Architecture highlights

At the core of BMC Helix are three key attributes:

  • Everything-as—service in the Cloud: Discovery-as-a service, Remedy as a service, Digital Workplace-as-a-service, Business Workflow-as-a-service
  • Containerized- to run in your choice of cloud AWS, BMC, Azure Cloud
  • Embedded Cognitive capabilities – to help transform from reactive to proactive, predictive and cognitive with embedded AI/ML and Chatbots

 

Our customers say it best:
“Being one of the first to try out Helix Discovery allowed us to see the productivity benefits of going SaaS with the same great Discovery product.”Blake Bowlin, Remedy System Administrator, The University of Kansas Health System

 

We had a BMC Helix webinar on Nov 7th, Cognitive Service Management Transformation with BMC Helix featuring IDC, Nayaki Nayyar and our BMC IT department. Be sure to listen and share with your customers as it will be very informative.  You can listen to the webinar here  Cognitive Service Management Transformation with BMC Helix - 1216994

 

Resources

  1. A link to the press release announcing our MS Azure support is here Press Release
  2. More info about BMC Helix is available at www.bmc.com/helix
  3. Helix Discovery: bmc.com/tryhelixdiscovery
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Welcome to the first edition of Hot Off The Press, a regular newsletter to bring you the latest developments, news and information on BMC Digital Service Management products.

 

BMC Digital Workplace and Smart IT mobile certificates expiring

When users try to install an expired Digital Workplace or Smart IT on an Apple device, they will see an error message. Check out this video for details on this issue and how to resolve it. This video shows how to confirm the expiration date on your .ipa installer. The video provides references to documentation and knowledge article with details on how to resolve this issue, which requires resigning of the .ipa with an Apple Enterprise Account.  This KA 0001153118 has additional details and links to the documentation.

New class on Smart Reporting

BMC Education introduced a new course: BMC Remedy Smart Reporting 18.x: Fundamentals Using (WBT). This course introduces the learners to the key features and functionality of the BMC Remedy Smart Reporting application. This course shows how to create reports in BMC Remedy Smart Reporting. The course also shows how to create other Smart Reporting elements, such as dashboard tabs and storyboards. In addition, thos course describes all the important console elements and provides details about various reports available out of the box. This course is applicable primarily to Report Consumers & Collaborators, Personal Content Writers, Public Content Writers, and Dashboard Consumers.

Limited Support dates approaching for these Remedy versions

Remedy versions 9.1.00 through 9.1.02 will move to Limited Support on December 22, 2018. To review what Limited Support means, see https://www.bmc.com/support/resources/bmc-product-support-policy.html.

BMC recommends that customers move to a fully supported version. Our latest release, 18.08, is fully supported for almost 3 years. Version 18.08 introduced a rich set of valuable features and new options for Cognitive Service Management. For a summary of the enhancement delivered by BMC in recent Remedy releases, see https://communities.bmc.com/docs/DOC-110514. As you can see in the summary,  we made many improvements to the upgrade process (specifically for the Remedy platform). An upgrade to the latest release (18.08) from Remedy versions 9.1.00 through 9.1.02 will be easier than previous upgrades. Note that Remedy 18.08 is not a new major release. It is a feature release based on the Remedy 9.1 code line. There are no major technology changes.

As a reminder, you can always review the end of support dates at http://www.bmc.com/support under A-Z Supported Products. From this list, you can search for the product. For example, for Remedy ITSM Suite, this information is published at https://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=158016.

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