Questions discussed during 'Connect with Remedy - Implementing Remedy Overlays' webinar session

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    This document provides information on questions discussed during following webinar session:

    Connect with Remedy - Implementing Remedy Overlays


    Q: Statement - "Fields added to an overlaid form will also appear on the form's overlay". What is the best way to hide a field? Create a view overlay and remove the field from the view?

    A: This question assumes there is already a view overlay. To hide a newly inherited field, you would add the field to the view overlay and in its display properties set “visible” to false. You can also add the field to the view overlay and entirely remove the field from the view as you suggest if you don’t want to just hide it –add the field to the view overlay, and then go to Form->Add/Remove Fields In View to remove it from the view.

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    Q: Since DSO Pools cannot be overlaid, what do I do if I need to add a pool for performance reasons?

    A: Just add the pool as you did without overlays. DSO pools are stored as data, which is why they cannot be overlaid and why you can’t prevent an upgrade from succeeding by modifying them. As a note, you will have to overlay any filter or escalation to cause it to use your new pool.

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    Q: If I want to remove a field from Full-Text indexed, how do I do that?

    A: You can overlay the field and then in its properties set “Index for FTS” to “None”. The field will still be FTS indexed (you can’t stop doing that without breaking the application in the base layer), but the index will not be used in searches.

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    Q: I want to change the input length on a field, do I need both a View overlay and a Field Overlay? Does the View overlay include this field or do I remove it?

    A: You only need a view overlay. Add the field to the view overlay and then modify the input length.

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    Q: Would I use the 'Additive' granular overlay if I wanted to add a permission? What if I wanted to change a permission or remove one?

    A: If you only want to add a permission to an existing set of permissions, then you can use an additive granular component. If you want to change a permission by making it stronger (for instance, giving change permission to a group that otherwise has view permission) then you can also use an additive component– when a permission is set additively and it is also set in base mode, the stronger of the permissions is used. If you want to change a permission by making it weaker, or if you want to entirely remove a permission then you need to use an overwrite granular component instead of an additive one.

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    Q: What happens if I have an additive field permission overlay and an upgrade removes the field from the form?

    A: The entire field overlay is removed when the field is removed, including the permission granular component. That’s because the field is no longer part of the application, won’t be used by the application, and any changes to it are inapplicable.

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    Q: Do granular overlays cause the memory size of the AR Server or the midtier cache to grow?

    A: An overlay causes the server to make a copy of the overlaid object, and both the original object and the copy are kept in the server cache. So, creating an overlay does cause the server to use enough additional memory to keep the object in its cache. There is no effect on the mid-tier’s memory because the server only gives it the overlay and that is all that is cached.

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    Q: Are granular overlays fully supported with the most recent version of the User Tool?

    A: Yes. The user tool and any other API program (i.e. midtier client) that doesn’t specifically set its overlay group will receive objects in the overlay layer.

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    Q: I ran BPCU when I upgraded to 7.6.04, do I ever need to run it again?

    A: No, as long as you make all of your modifications with Dev Studio in Best Practice Mode.

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    Q: I have an minimally customized environment, is it possible that I will not have to use Migrator?

    A: Yes. If you know what you have customized, you can simply make modifications with Dev Studio or you can use import/export to move overlays from a development system.

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    Q: Why can you not change Join form qualifications in overlay or custom objects in 8.1?

    A: You should be able to change join form qualifications in custom objects. You cannot change join form qualifications in overlays because the qualification is captured in a SQL view that is shared between the origin join form and its overlay, and changing that view would change the operation of the application in base mode.

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    Q: Does the type of overlays we choose affect the performance of the system?

    A: No, it should not. The actual def that is stored on the client (Mid-Tier in most cases) isn't growing in size. So performance should not be affected by which type of granular overlay you choose.

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    Q: I inherited a Remedy 7.6.04 environment. How do you find undocumented overlays in my environment?

    A: All overlays are visible when in Best Practice Mode by viewing the icons for the objects. The icons will change if an overlay is present on the object. This gives you visibility of what has been overlaid.

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    Q: Could you give us some more information about overlays and how they work on the DB?

    A: Overlays are just definitions. So it's just metadata in the db. If you overlays a form, view, or fields, they still refer to the original data tables.

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    Q: Will it ever be possible to view base objects in dev studio - without deleting the overlay?

    A: You can view a base object in Dev Studio while in Best Practice mode by right clicking on the object and choosing Open Selected - Overlaid.

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    Q: We have custom objects in 7.6.04 SP5. In best practice mode we are forced to use overlay on custom objects. Should we be using Base Development mode instead? When we use base development mode and new field, we get warning the field id is outside the range.

    A: You should convert custom objects to the Custom overlay type. And then you can simply manage them in Best Practice mode. Dev Studio has a Plugin for converting objects to 'Custom'

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    Q: Why does one have to create an overlay just to reposition a field, when the view overlay has already been created?

    A: In order to include the field to overlay view, Field should be overlayed. In 8.1 you will see overlay property of the field will be "No Overlay" as you just added the field to view overlay for reposition.-

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    Q: Why BMC hotfixes do not create overlays? but instead shows object as unmodified?

    A: BMC updates to the base layer are considered the domain of BMC and are meant to be corrections to base layer problems, not changes or customizations. The overlay layer is the customer domain only.

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    Q: Additional question on moving an OOTB field. Does one really have to create a field overlay just to move an OOTB field?

    A: You need to create view overlay and add the field to view overlay to change position or properties.

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    Q: If we are on 7.6.03 should we upgrade to 7.6.04 or can we go straight to 8.1?

    A: You can directly upgrade to 8.1, Please refer to Upgrade document 8.1 provided on below blog post:

    Connect with Remedy: Upgrading to BMC Remedy 8.1- Things that you really need to know

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    Q: We have 7.0.1 custom objects(forms&workflow), custom 2.0.1 CMDB classes and related AST forms. What will be the best practice approach to migrate to 8.1?

    A: First you need to upgrade your environment to minimum supported version i.e AR to 7.1 p9 , CMDB to 2.1 and ITSM 7.0.03 P009 and then upgrade to 8.1 directly from there. 8.1 Upgrade Document

    Connect with Remedy: Upgrading to BMC Remedy 8.1- Things that you really need to know and

    https://communities.bmc.com/servlet/JiveServlet/download/6004-31491908/Cook-book+for+ITSM+Suite+81+Upgrade.docx

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    Q: We have an home grown local app in 7.1 and few customization on ITSM modules How could I upgrade to 8.0?

    A: You will need to run BPCU which will convert your custom objects into "Custom" objects. It will also detect your ITSM changes and convert them into Overlay objects. So, you will have to follow the documentation for "upgrading without overlays present".

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    Q: I expect the effort to move from 7.6.04 to 8.x will still require a significant effort. Are there any estimates out there for order of magnitude for an enterprise instance with around 10% customization?

    A: Since you are already on 7.6.04 which is overlay aware environment, upgrade will be smoother. Upgrade time depends on size of the database , type of OS and resources such as RAM, CPUs etc.

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    Q: If you customize CMDB from Class Manager what happens to corresponding Asset form?

    A: If you are upgrading to ITSM 8.0 or later ITSM moved most of its attributes out of CMDB and so when that phase of the upgrade is being done it may result in overlays getting created on the new AST:Attributes form and upstream ITSM owned AST: joins. If by customization new attributes were added to CMDB these remain there and will be exposed in upstream AST: joins via the primary side of the join.

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    Q: When customizing the CMDB AST: forms, if we follow the CMDB Best Practices, and use the Class Manager to add custom attributes to the BMC_<Classes> using a custom namespace, if we were to add these attributes to an overlay view?

    A: The join forms that start with the AST: Prefix are not CMDB owned, they are part of ITSM and can be overlaid. Custom attributes must be added to the primary side (the SyncUI utility adds them from that side) of the AST: prefixed joins.

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    Q: Since CMDB is not overlay aware, how could an upgrade be done if a field is changed to be longer?

    A: If the length of the attribute is extended using Atrium Core Console then it is stored in the meta data and preserved, this is true regardless of who owns the attribute – CMDB, AM, custom or otherwise. There are other variations on the answer depending on who owns the attributes and what version is being upgraded from and to as in ITSM 8.0 it moved most of its attributes out of CMDB. If one of ITSM attributes being moved had been extended then this will be detected during the ITSM upgrade resulting in overlays getting created on the new AST:Attributes form and upstream ITSM owned AST: joins.

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    Q: If I change the length of a field in CMDB from Atrium Core Console, what happens in the upgrade?

    A: CMDB is not overlay aware and so will not preserve that update. Atrium uses meta data to control its attributes. Since the attribute length was extended using Atrium Core Console it is stored in the meta data and preserved.

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    Q: Since CMDB is not overlay aware, how could an upgrade be done if a field is changed to be longer? -- the data already saved in DB has longer length.

    A: If the length of the attribute is extended using Atrium Core Console then it is stored in the meta data and preserved.

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    Q: If someone modified CMDB forms directly from dev studio, what could be the effect/risk during upgrade ?

    A: CMDB forms shouldn't be modified using Dev studio, If they modify then those changes may be lost during the upgrade. Best practice is to Use Atrium Core console to make any DM related changes.

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    Q: Can we Perform overlays with the Asset forms like AST:ComputerSystem?

    A: Yes, ASI (Asset Inventory) forms are owned by ITSM.

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