So this one has me confused: <snip> Submitting to another form and having a person take that data and change the original. That is simply a manual version of the item above and is just playing a trick to say it is a submit not a modify. </snip>
So it's alright to have an end user phone the service desk and say "close my ticket". It's alright for them to send an email to the service desk to say "close my ticket". But it's not alright to have the end user create a new entry in a notes form to ask the service desk to close the ticket?? In all cases, the change to the existing ticket is performed by a licensed service desk member, not filter workflow - the only difference is how they learn of the communication from the end user. How is this a breach of the user licensing? David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mueller, Doug Sent: Wednesday, July 18, 2007 9:50 PM To: [email protected] Subject: Re: Providing Read/Write Access Without Buying Licenses? I Doubt It Since there is often A LOT of confusion around this topic and then there are messages about being "creative", I thought I would jump in here. There have been a number of postings that discuss the strategy that the partner is very likely referring to -- and that strategy is perfectly legal and valid under your BMC license agreement. Submitter locked mode locks the value of the Submitter field AFTER SUBMISSION of the record. The value you enter, workflow, whatever you want can affect the value before submission. If in Submitter Locked mode, after submission, you can modify records where your login name matches the login name in the Submitter field. So, it really doesn't matter who types in the ticket or who hits the submit button. It is all about whose name is in the Submitter field when that record is saved to the database. Note I did not say when the button is pressed because there could be filter workflow that would change the Submitter field and that is perfectly legal if it is ON THE SUBMIT operation because the value has not been saved yet. It locks when it hits the database. Other scenarios Having someone login as someone else. That is having two users use the same account. Having two or more users use the same login. That is having two users use the same account. Submitting to another form and having filter workflow change the original. That is performing a modify which requires a license and you are just playing a trick to say it is a submit not a modify. Submitting to another form and having a person take that data and change the original. That is simply a manual version of the item above and is just playing a trick to say it is a submit not a modify. Are all violations of the BMC license agreement because they are all trying to work around the licensing rules of the system. The one scenario described above (that was described in at least two other postings) is indeed legal and valid and viable. NOTE: At your customers, each individual needs a login (not the company, each individual at that company). When submitting a ticket, that individual has their name put on the ticket and they are allowed to update it. If you have a login for the company and they have a license other than Restricted Read -- which would prevent any modifications under any conditions -- you are sharing a license across two people and that is a violation of the rules. Yes, even if they are not both logged in at the same time. It is sharing a license (and yes, a Read license is a license even though you get an unlimited number of them and there are no restrictions on connecting) and it is against the rules to share a license. So, this is a situation where the basic approach described is fine but it can be taken past the point of where it is OK and trigger a problem (if you shared a login across multiple people at a customer for example). As long as there is no license sharing in this scenario, it is perfectly legal and OK. I hope this note is useful, Doug Mueller _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
