5 Replies Latest reply: Dec 13, 2011 6:47 PM by abrock RSS

Remedy ARS User licences & ITSM User licences

Hello,

I would like to know how works ARS with Remedy ARS User licences & ITSM User licences

Exemple for one User
1 AR User Fixe
1 Incident Management Fixe
1 Change Management Floating

Question :
1. Is there a timeout for the ITSM Floating User Licence ? Like the Remedy Floating Licences ?
2. Does it take an AR User Floating licence added to the AR User Fixe licence ?
3. Is it possible to customize specific floating User licences ITSM like specific AR floating User licences for a Remedy group ?

Thanks for your answer
Julien

  • 1. Re: Remedy ARS User licences & ITSM User licences
    David J. Easter

    > 1. Is there a timeout for the ITSM Floating User Licence ? Like the Remedy Floating Licences ?

    Yes, but most folks won't run into it unless the fail to log out of the system.  The timeout only comes into play if the user is idle for the timeout period.  So if a user logs out properly, the license will be immediately released.

    > 2. Does it take an AR User Floating licence added to the AR User Fixe licence ?

    To take advantage of an ITSM user license, you must have an underlying AR System user license.  The good news is that one AR System user license can be used for multiple ITSM applications.  So if you have assigned an AR System Fixed user license, then you could also assign an Incident Mgmt Fixed and a Change Mgmt Fixed license to the user. 

    In other words, you don't need one AR System user license for each ITSM license - as long as the user has one AR System user license, they can use as many ITSM user licenses of the same type (Fixed or Floating) as the admin wishes.

    > 3. Is it possible to customize specific floating User licences ITSM like specific AR floating User licences for a Remedy group ?

    At this time, license pools are not available for ITSM applications.  It's come up recently as a request from the field and we'll consider it in a future release.

    David J. Easter
    Product Line Manager
    BMC Software

    AR System - BMC Service Management Business Unit


  • 2. Re: Remedy ARS User licences & ITSM User licences

    Hi David,

    Thank you for your answer.

    So it means that if I've got 10 users with a AR Remedy Fixe Licence,& 10 Incident Management Fixe assigned & 1 Asset ManagementFloating assigned to all users,

    If one of the ten user use Asse management with the floating licence, the only way to release it is to disconnect properly the user. No time out will run because he has an AR Remedy fixe and not an AR remedy Floating ? And so the Asset floating run as a fixe Asset.

    Julien

  • 3. Re: Remedy ARS User licences & ITSM User licences
    abrock

    If you are on ITSM 7.0, a user with a fixed AR license, fixed Incident Mgmt, and float Asset Mgmt license WILL release the float AM license after the time period configured in the AR Admin tool assuming they don't do anything to re-use that license.

    I've tested this with Change Mgmt, and the app float license does get released.

    Anne Brock

  • 4. Re: Remedy ARS User licences & ITSM User licences
    lindsaybc

    Hi Anne!

     

    Realizing this is a very old post, I'm going to hit you up anyway. 

     

    In your last example, where you tested that a floating Change Management license was released according to the AR configured time out, even though the user with was still logged in with a a fixed AR license, you said, "assuming they don't do anthing to re-use that license." 

     

    Could you clarify for me, -did you mean, assuming they don't do anything to re-use the AR license (meaning they are basically inactive) or assuming they don't do anything to re-use just the Change Mgmt license?  The later would imply they can be logged into the system and working, and the floating Change license can still be released as long as they are not actually working in Change. 

     

    Thanks,

    Lindsay

  • 5. Re: Remedy ARS User licences & ITSM User licences
    abrock

    Hi, Lindsay - I meant as long as they don't do anything to reuse the Change license!

     

    Wow, this is an old post - has bmc.dn really been around that long? Have I been around that long? wow....

     

    Anne