Hello Manish, have no hands on experience on ITSM, but the user.log file should be a good starting point. Depending on your version, you can turn it on at the admin or user client, at the server->log settings.
We do some license monitoring/opimization based on that log file, down to the user. Don't want to advertise, but you could also invest in a tool for that: www.rrr.se They basically also take the user.log file and report on that. Just that they do all for you, so you dont have to build a report/logic you own ... from what I know, they can also report ITSM (so I assume, the ITSM licenses are also shown at the user.log file). Other then that, you have not provided much infos about how you have done your "current studies". Did you use the log file, or "just" check the available licenses? Based on that, we perhaps can help further :-) Cheerio, Robert Ps. yes, I think BMC should be way more helpful, in providing further help for optimized license allocation ... but hey, its a business :-) Mit freundlichen Grüßen/Best regards Robert Kern Corporate Infrastructure IT Operations - Service Integration - Service Desk IT CI OP SI SD Continental Automotive GmbH Sodener Strasse 9, 65824 Schwalbach, Germany Telefon/Phone: +49 6196872546 Telefax: +49 619 687792546 E-Mail: [EMAIL PROTECTED] www.continental-corporation.com ______________________________________________________________________ Continental Automotive GmbH, Siemensstr. 12, 93055 Regensburg, Germany Geschäftsführer/Managing Directors: Helmut Matschi, Gérard Cordonnier, Harald Stuhlmann Sitz der Gesellschaft/Registered office: Hannover Registergericht/Commercial registry: Hannover, HRB 59424, USt-Id. Nr. DE814950663 _______________________________________________________________________ Proprietary and confidential. Distribution only by express authority of Continental AG or its subsidiaries. Manish SINGLA <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 27.10.2008 07:58 Please respond to [email protected] To [email protected] cc Subject V.Urgent: How Incident/Change License works, how can we manage releasing ** Hello List, We are growing with our customer base from Remedy utilization in side ST, with which our incident and Change support people are growing. Now we need to estimate the utilization of Helpdesk and Change management Floating license utilization, so that we could plan what to buy more. >From our current study of floating license utilization, we can find out that ARUser license get assigned to the user (profiled APP Support with AR Floating license) as soon as he logon to Remedy application and remains with user till he logout from the application. Or License time out can be another possibility of license release back to license pool. (Please challenge if i am wrong analyzing) Now the license utilization and handling of Incident/change management license in black box for us. Now we have some queries for your quick expected reply: 1. We couldn't find any OOTB thing that could give me current Incident/Change management license utilization. Please advice if any. 2. Please suggest when the Remedy allocates Helpdesk/change floating license to a user: 2.1 When he login? 2.2 When he do Save/Update on helpdesk/change form? 2.3 Does helpdesk/change license remains with user? 2.4 If yes what is the way of releasing and what is the standard OOTB way of doing(Way Remedy application works) Please explain how Remedy do the license handelling and how we can manage better. Thanks Best Regards Manish __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
