Rabi, grousing about Remedy the product has always been a favorite
pastime for many of us. You're right, though. It does seem to be getting
worse.
Drew
On Wed, 12 Sep 2007, Rabi Tripathi wrote:
Hi all,
Apart from the "BMC Remedy IT Service Management 7.0
Architecture" pdf book on BMC's support site, what do
you guys use to analyze ITSM workflow to understand
and customize it?
I have done/tried the following:
1. Workflow Logging - always works, but very tedious.
takes time to create test cases and go thru the log
and cross ref objects in Remedy Admin. It's my distant
friend that I mostly invite only for troubleshooting,
not understaning a big chunk of workflow.
2. Browse Remedy Admin - tedious, not to mention it
pushes me closer to a doc visit for carpel tunnel
syndrom. i never liked Remedy's "point and click"
boast. I would rather write code in sentences so that
in one glace I could easily understand a chunk of
workflow. Try understanding what 10 filters do. How do
you like the point and click in Remedy Admin this
time?
For me, Remedy's strength is the macro programming it
allows, not the point and click way of doing it. It
sounds good only to the VP who is too lazy busy move
his hand to the keyboard and assumes that this
excellent trait flows down his chain of command. He's
got the purse, so, you've got a whole lot of
clickityclick click click to do in your life...
3. Master ARSuite - whoever decided to kill this
product, i would like to confront loudly one day. He
better have an earplug. I have been able to use it
with mixed results for some of the custom apps written
locally in ARS 7.
Trying to use it for ITSM 7, I can't even get a def
file created thru Remedy Admin. Exporting 40 forms
causes malloc error on server. Is this typical, or is
my server good for nothing bum I sometimes think it
is? Currently trying the export in something like 20
separate chunks. Not done yet.
Anybody able to do a def file of ITSM 7 in bigger
chunks? After the def file, i wonder how upset Master
AR Suite will be on meeting this new def (I already
know I need to strip the new header line about char
set). And after I do some customization, it's another
round of fun with def file export. Why ca't I use a
true IDE like the ones others had in 90s or even 80s?
Yeah, tell me it's coming. I have to see it.
4. Remedy developer plus. I was able to get this to
work with Rem admin 6.0.1 only. But loading objects
(only Incidet Management) didn't finish in 2 hours (I
got 2 GB on my client pc), so I killed it. Is this my
unlucky day, so I should't buy NY lottery today or is
it like this for you guys too?
5. I dearly miss that simple and sweet free command
line utility...what was it called...arexport I think
that gave you object details in readable format. I
can't even remember it's name. I told you this was a
very old friend. I wish it were still around. Rest in
peace, my friend. Your life was a worthy one.
Do you guys know of any other book, white paper from
BMC. With actual object names, their definitions? Any
luck with Master AR Suite or Rem Dev Plus?
If anybody wants to tell me about their superior
product xyz that is THE BEST out there and would allow
such analysis, that I should have already paid for
sparing me this long rant...please keep it short, and
mention the price. A trial version?
ITSM has turned into a monstrous beast never before
sighted in this part of the world. Do we have enough
ropes and shackles to tame this beast? Or is it going
the natural way of the marvelous dinosaurs, too hefty
for their own good? Hope not.
-Rabi Tripathi
NYC
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