If the question presented to them is about workflow... are they not obligated? Yours... theirs... doesn't matter.
David M Clark Remedy Programmer/Analyst >>> Lyle Taylor <tayl...@ldschurch.org> 3/24/2009 10:50 AM >>> I don't think so. They will support the applications out of the box. They won't support customizations. If you break something with your customizations, they are not obligated to help you figure out how you broke it. They might, but they might not. They are also not necessarily obligated to help you understand their workflow, unless it relates to a documented integration point. Many of the whitepapers they provide are nice, but not strictly necessary. Understand that I would love it if BMC documented their systems better. I just don't think that the statement that it is necessary that they document their naming conventions, or the implied statement that they should document other implementation details, is correct. It would be great if they did, but they are under no obligation to do so. Lyle -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David.M Clark Sent: Tuesday, March 24, 2009 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks I think that paying for support says otherwise... except for that "easy" part. David M Clark Remedy Programmer/Analyst >>> Lyle Taylor <tayl...@ldschurch.org> 3/24/2009 10:06 AM >>> Strictly speaking, ITSM is BMC's product, and they are under no obligation to provide us with any of the nitty-gritty details about how their application was written including any naming conventions used internally, etc. The fact that BMC allows you to customize the product doesn't mean they need to support you in that effort or to make it easy for you. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin Sent: Tuesday, March 24, 2009 3:56 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM naming convention sucks ** "In my opinion, ITSP followed some best naming conventions." Well considering that as far as know the naming convention is not explained anywhere in the ITSP or ITSM documentation, I can't see how you can believe that. Remedy allows you up to 80 characters to name workflow items, and it seems that ITSP and ITSM does not use all of these characters. My Active Link workflow has a naming convention as follows 1. Prefix for custom work (CC_) 2. Form abbreviation (NIM:) - New Incident Console 3. Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL - Window Loaded). If more than one Execute on is specified, then the abbreviation I use is the most relevant 4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask) 5. Execution Order (-000-) 6. Details of Actions (OpenHelpDesk) Thus, we get CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied. If the AL or Filter calls a Guide, then the suffix _CallGuide is applied. I'm sure other people have naming conventions, but if you are providing a product that is to be released to the general public, then surely publishing the naming convention in your documentation is ESSENTIAL. Just my £0.02 worth! Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ********************************************************************** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. 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