David, First off, I want to thank you for taking the time to help the community understand these issues. I'm sure the topic isn't as complicated as we make it out to be, so having you shed light on things is appreciated.
I understand that having a Self Service (fishing) license grants the general right to fish (and therefore no licensing specifically for that needs to be done on the server). But to take your metaphor one step further; with the hope of clearing up a question I have, does the fishing license allow me to fish "On Behalf Of" someone else, or is that where the "Fishing Management Specialist" licenses come into play (which would require configuring on the server)? Thanks again, Thad On Thu, Jan 27, 2011 at 8:21 AM, Easter, David <david_eas...@bmc.com> wrote: > You are purchasing the business license rights to use the Self-Service * > applications* (SRM and RKM) in a defined manner - namely to allow > end-users to submit service requests, view their service requests and to > view knowledge articles provided for self-service. Regardless of any other > business rights obtained through other licenses purchased, you have to > purchase Self-Service user capacity to use SRM and RKM for self-service. > > > > When you purchased AR System, you obtained unlimited rights to use the > "free" read licenses within applications that have no other restrictions > around their use. For Self-Service, there is an additional business license > right that is needed to use the applications for a specific purpose. > Regardless of the technology that enables their use, you have to have the > business license rights to use the application as defined in your purchase > contract. The Self-Service business license is needed in addition to any > other licenses. > > > > Trying to make this into a dumb metaphor, think about a fishing license. A > fishing license enables you to go fishing. However, while the fishing > license enables you to fish, there may be additional rules in place that > limit you to catch a certain number of fish, only fish in certain places or > disallow the catching of certain kinds of fish. Even though your fishing > license says you can go fishing, that license is further modified by other > "contracts" (in this case, laws or regulations). So just because I have a > fishing license that lets me catch an unlimited amount of sardines, that > same license may not enable me to catch an unlimited amount of tuna. To > catch additional tuna, I may have to get a business license that allows me > to catch more than what I could normally catch with a standard fishing > license. > > > > So if you use the SRM or RKM applications for self-service as an end user - > regardless of other licenses or enabled technology - you need to have the > business rights to use the application for that purpose. > > > > -David J. Easter > > Manager of Product Management, Remedy Platform > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas > *Sent:* Thursday, January 27, 2011 07:54 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: License Question... > > > > Thanks, David. > > > > Now I am confused. > > > > Isn't the purpose of the "Submitter Mode Locked" to enable "Requesters" to > interact (including providing supplemental information) with tickets they > have "Submitted", without the cost of a license? Not tickets that others > have "Submitted", but only where they were the "Submitter". > > > > In the case of a user created ARS application, the requirement for > purchasing licenses is limited to folks who need to update tickets > "Submitted" by others? > > > > And at the same time, cannot users who have no license other than the free > read license, browse the tickets contained within a user created ARS > application, freely viewing a ticket regardless of who "Submitted" it? > > > > > > Chas > > > > > *Subject:* Re: License Question... > > > > Let me lead off by again reiterating that a license is not necessarily > programmatic - i.e. a license does not mean that something is entered into > AR System. It means you are legally enabled to utilize the product under > the terms of your purchase contract. > > > > So to answer the question, yes - you have to purchase the licensed rights > for requesters to use the SRM product. However, there is nothing to > programmatically enter into AR System to enable the users to exercise the > licensed right to use the product as defined in the purchase contract. > > > > -David J. Easter > > Manager of Product Management, Remedy Platform > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas > *Sent:* Thursday, January 27, 2011 06:53 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: License Question... > > > > Thanks, David. > > > > So to be perfectly clear... > > > > Would these "requesters" need licenses (other than the free "read" license) > if they only submit their own requests, check status on their requests, look > at existing tickets, and update tickets they have submitted, assuming > "Submitter Mode Lock" is enabled? > > > > Chas > > > > > > *Subject:* Re: License Question... > > > > Ø *You are saying this because the 14,000 employees in your example may > need to work on tickets others have submitted?* > > > > No. In fact, they cannot work on tickets others have submitted because > they're not the "workers" - they are the requesters. They only need to > submit their own requests, check status on their requests and view any > self-service knowledge information provided. > > > > The "y" group (in your example) that would work on the tickets would have a > Service Management Specialist user license - which is a license bundle that > includes a write license for SRM technicians, analysts and administrators > enabling them to modify data not owned by them. Or, if they work on the > Service Desk rather than within Service Request Management, they'd have > Incident/Problem Management user write licenses. And so on... > > > > -David J. Easter > > Manager of Product Management, Remedy Platform > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas > *Sent:* Wednesday, January 26, 2011 04:53 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: License Question... > > > > *David,* > > * * > > *You are saying this because the 14,000 employees in your example may need > to work on tickets others have submitted?* > > * * > > *My impression was that if you have "x" number of employees that use the > system -- but only "y" work on tickets sent by others, you'd require "y" > fixed licenses or maybe "y/20" floating licenses...* > > * * > > *Assuming "submitter mode locked" was in use and thus submitters could > interact with their own tickets, but only read others's tickets... While the > "y" group could do the ticket management (such as a help desk... working on > problems submitted by areas outside their area)* > > * * > > *True?* > > * * > > * * > > *Thanks,* > > *Chas* > > * * > > * * > > * * > > *Subject:* Re: License Question... > > > > The ratio for the floating Self-Service licenses is 100 to 1 - i.e. if you > have 14,000 employees that could potentially access the system, you'd need > 140 floating licenses. > > > > -David J. Easter > > Manager of Product Management, Remedy Platform > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller > *Sent:* Wednesday, January 26, 2011 01:03 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: License Question... > > > > ** David, > > The statement "it represents the total number of users that your > organization expects to access...", that does not hold true for floating > Self-Service correct? > > Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk > Lsn" and have 14,000 potential users who would access SRM (our total > expected user count). Since it is a floating license this should cover the > 14k people who may need to request something from our IT dept or search the > KB? Assuming no more than 20 people at a time are trying to use > Self-Service functionality, correct? > > Jason > > On Wed, Jan 26, 2011 at 8:50 AM, Easter, David <david_eas...@bmc.com> > wrote: > > The BMC Remedy Self-Service license is a business license, not a > programmatic license. It's nothing to do with read or write licenses. It > represents the total number of users that your organization expects to > access Service Request Management to submit or check status on service > requests and utilize Remedy Knowledge Management based self-service > knowledge articles. Self-Service pricing is based on that number of users. > > > > > Additional, and programmatic, licenses are required for the "back-end" > processing of such service requests. Those additional licenses represent > the write licenses needed for your SRM Analysts/technicians, Service Desk > technicians, Change Managers, Asset Managers, etc. > > > > -David J. Easter > > Manager of Product Management, Remedy Platform > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Matthew Perrault > *Sent:* Wednesday, January 26, 2011 08:25 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: License Question... > > > > Sorry forgot to Add. > > ITSM 7.1 > > ARS 7.1 Patch 8 > > > > Thanks > > > > *From:* Matthew Perrault > *Sent:* Wednesday, January 26, 2011 10:10 AM > *To:* 'arslist@ARSLIST.ORG' > *Subject:* License Question... > > > > All, > > Currently we are paying for: > > BMC Remedy Self Service - User Add-On License > > According to BMC they state it is needed by end users to submit a request? > > But That doesn't make sense. > > All you need to submit a request is to have a Read LICENSE, and Service > Request User permissions. > > > > Now, I've done some searching on the web (couldn't find anything in the > documentation...) and apparently this "BMC Remedy Self Service" LICENSE > > is needed by the Request System. > > > > But How is it needed and Why is it needed? > > We have the BMC:SR Mgmt Application license, is this the same thing? > > Then I take a look at the quantity of these Licenses that we have, and they > seem either WAY too low, or WAY too high. > > > > Any help would be appreciated, > > Thanks > > Matt P. > > > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > ------------------------------ > > This email is confidential and intended solely for the use of the > individual(s) to whom it is addressed. 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