I guess it depends. Are you fishing, keeping the fishing rod in your hands at all times, and just handing the fish you catch over to someone else? (i.e. you are always the submitter and no one else is ever logging into SRM/RKM)? Or are you standing behind someone and helping them cast, then handing the rod over to them so they can finish fishing (i.e. you submit the request, but immediately change the submitter to them – thereby making it nearly identical to what would have happened had they submitted the request themselves)?
If the former, then you are the only one logging into SRM and thus you’re the sole user of the system. No one else ever logs in so they’re not accessing the system. Note that this is kind of the antithesis of “self-service”, yes? If the latter (which is probably the case), then the other users are logging into see the status of tickets you submitted for them, viewing knowledge articles and interacting through the system with the Service Management Specialists who are working their tickets. Or, keeping in the metaphor, if a park ranger found a person with a fishing rod in their hands, would the park ranger accept a response of “oh no, I’m not fishing – I’m just holding the rod and catching the fish… he did the initial fishing.” ;-) As you point out, don’t make it complicated. If the end result is the same as if the user had performed the action themselves, then they’re considered to be using the system. -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:[email protected]] On Behalf Of Thad Esser Sent: Thursday, January 27, 2011 10:01 AM To: [email protected] Subject: Re: License Question... ** 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 <[email protected]<mailto:[email protected]>> 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.
