Maybe, maybe not. We will see
Peter Adams wrote:
Hi Stefan, sorry, it was a busy week and didn't find time during the week to focus on BMC Communities.
In an effort to find the best release approach to deliver both quality and new capabilities, we continue to tweak out release approach. We are currently focusing on delivering consolidated hotfixes instead of patches. Let me get back to the Community later on with details. I need to get some more answers.
Peter, thanks for your support of the on-prem community.
Meanwhile we are >3 months without official bugfix patch for version 1908.
It's a bit funny already. 1.5 years ago it was still said that BMC only releases cumulative patches on product level between two functional releases, no small hotfixes for components and certainly no single hotfixes.
The tension is rising ...
Peter Adams, the thread's been a little kidnapped. But may I remind you of the original question.
What about the on-prem customers? Do they no longer get a cumulative patch between half-yearly releases? That has been a fixed, reliable planning component for years and now?
Should I cancel my upgrade partners because there will be no cumulative bugfix for 1908?
The long silence/consideration is also a statement, isn't it?
Stefan Hall, with a consolidated hotfix you'll get the equivalent - fixes to various defects found after the release. I agree that the communication of this change didn't go well, and we are planning to document that better. For now, I recommend that you (and everyone else who's interested in getting access to the latest consolidated hotfix) contact BMC Support to get access to the latest consolidated hotfix for different components of the on-premise software.
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The first screenshot is an excerpt of our BMC Software Subscription Services Support Policy. This is only relevant for SaaS services, and I don't think you can deduct from this that BMC is getting out of the on-premise software business. The equivalent for on-premise software, which I thought is the topic here, is the BMC Software Product Support Policy, which talks about our 5 year support policy (3 years of full support, 2 years of limited support).
Next you list the Supported Products A-Z page for the Remedy ITSM Suite (on-premise software). Yes, the dates for 19.08 is missing, but we had this occasionally happen before, and it doesn't mean we are getting away from this product. I'll have this entry updated. As stated, we continue to work on new releases and there's no plan to change this.
the poor support! I hope a lot of on-prem customers ask BMC for all components now, so that the nonsense quickly stops again. Let's see if one ticket is sufficient for AR/CORE/AI/ITSM/SRM/SRM with all components. The support is product-related.
Last time you told us that HF are never as quality assured as the official patches
Now all on-prem customers are supposed to find these hotfixes themselves and install them individually.
Great solution, I think I have enough information and no planning security anymore
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Quick update, before leaving for Christmas break
- The missing end of support dates have been added for version 19.08 of the Remedy on-premise components. See e.g. BMC Software Product All Version Page for Remedy ITSM Suite or BMC Software Product All Version Page for Remedy AR System Server
- I have found out in my research that a Knowledge Article was posted about the cumulative hotfix locations for Remedy. See https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21O0000015AHGSA2
I still think we need to communicate bettter here, and will pick this up again in the new year.
Have a peaceful end of 2019 and a great start into the new year.