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Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite
I have a question around license usage of ITSM.
Assuming I have 5 floating lM and 2 floating CM licenses.
When user 1 logs in who has admin access then will be assigned only IM license or both IM+CM license. Or in other words, will CM licenses be used when a user actually goes onto CM screen or when user logs into the system
How license works
NOTE: This paper covers how licenses work technically. With solution pack pricing can be ignored, there have been changes In how licenses are sold; however, That doesn't change how they work within the system.
Also known as "Read/Submit" or "Submitter" Licenses.
The most important thing about this type of license, from a customer?s point of view, is that they are completely free of charge. A customer can also have as many as they want.
Within their assigned permissions, users with Read licenses can search for
requests and display requests. In addition, administrators can configure the
AR System server to enable users with Read licenses to do the following tasks:
¢ Submit requests
¢ Modify requests that they submitted
Read licenses allow a user, according to their AR system permissions, to search for data, view data and submit records. Simple. Note: A user with a Read license can be logged in from just one IP address at a time.
Within the AR System there is a configuration setting called "Submitter Mode". So what is so good about this mode except that it will confuse any sane customer. When set to "Locked? it will allow the user to modify their own requests/tickets/case without the need of a write license. An example of this would be to allowing a user to close their own ticket once it has been resolved.
Be careful, this means that there is limited functionality available and that it does not mean that a user can do everything, it means that they have the ability to change the status and give a solved status and not much more.
Read Restricted licenses allow a read user to be logged in from multiple IP addresses with the same login i.d. This is useful for network monitoring systems that are creating tickets; you can have one user i.d. for all the systems. The restriction to these licenses is that a "read restricted" user cannot update fields, even if the "submitter mode locked" is on. They can only submit tickets.
There are two types of write Licenses, Fixed and Floating. It is usual for an organization to have a mixture of Floating Licenses and Fixed Licenses.
Fixed Write License
Fixed Write license provides a user with all the capabilities of Read license plus the ability to modify existing requests submitted by others. Again a user?s ability to modify existing request are controlled by their AR System permissions. A Fixed Write license is associated with a named user and is always "available" to that user. Users that have a Fixed Write license can use the AR System server at any time. AR System administrators and sub-administrators must have a Fixed Write license. Users who need to frequently modify requests are also good candidates for Fixed Write licenses. Users in
this instance would, for example, be First Line Support Agents, Supervisors, Managers and Customer Service representatives.
Fixed licenses are site licenses - i.e. the same user must use her or his license across multiple servers at the same site. So a developer with a fixed license will use that license for the production, development and QA servers.
Floating Write License
Floating Write license is ideal for infrequent users who need to access the AR System to modify requests, e.g. Second or Third level support personnel. This type of license provides the same capability as Fixed Write license. The way in which they differ is that they are available on a first-come, first-serve basis.
When a user with a Floating Write license logs in to the AR System, the system checks to see if there are any Floating license token available. If a token is available, the token is allocated to the user logging on and is given write license access. If there are no tokens available, the user is allocated a read license and told, by the system, that they only have been granted read access.
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