Hi Anne, Actually, I was under the impression that Dave was not “…the official voice of BMC…” (based upon his sig-line which clearly indicates his opinions are his own); I simply thought he’d have the answer to this question regarding proper licensing requirements.
What I am trying to confirm is similar to what you opined – namely: “Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can.” I do not understand your next statement about “…having a help desk person take the ticket on the phone…” Wouldn’t they then be the “Submitter”, and thus ruin the ability of the actual end user with the issue to add an updated description, for example? I guess to be real clear, I am asking if “Submitter Mode Lock” creates a situation where the end users do not have to have a paid license, only the help desk and actual “second level” actually working the ticket do? Is not the intent of “Submitter Mode Lock” to make Remedy affordable to an organization so it is more widely used? Also to be explicitly clear, I am only concerned with custom in house written Remedy apps, not ones that have additional licensing requirements. Chas Subject: Re: License Question... And just as a reminder (although Dave is the official voice of BMC) - Free read/submit is intended as a convenience for people - usually end users - to submit their own tickets; if they then need to add an update they can. One should not try to get around this by, for an example, having a help desk person take the ticket on the phone; putting them as the submitter; and then letting them work the ticket through to the end or put in updates from the second level people who are actually working the ticket without a write license. Or let's say I'm a change person; if I open a change request for myself and then want to work it all the way through to completion - I should have a write license. If one is working a ticket, one is expected to have a write license. There are always technical tricks you can do, but those are not allowed (the EULA has wording to this effect). Anne *** not speaking officially from BMC but trying to ensure the point of read vs write licenses are not missed *** now, back to the smoked salmon... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas Sent: Thursday, January 27, 2011 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Hi David, Thank you. So in the case of custom in-house developed ARS applications licenses are required to be purchased for those who need update access to tickets they did not submit, in effect limiting the licenses required to only those individuals, rather than some percentage of the total population of submitters, correct? Or put another way, there is no requirement to purchase a large number of unnecessary licenses for those who do not update tickets they did not submit? Chas Subject: Re: License Question... From the Configuration Guide: The Submitter Mode options are Locked—Enables users who have their name in the Submitter field to modify requests without a write license. This does not apply to users with a Restricted Read license who cannot modify requests under any circumstances. In the locked submitter mode, after the entry is submitted, the value in the Submitter field cannot be changed. Changeable—Requires users to have a write license to change any record, including requests for which they are the submitter. So ignoring business licensed rights for the moment, a user with a read license and submitter mode set to “Locked” would be technically able to submit data to the system and modify their own submissions since their name is in the “Submitter” field. -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 09:11 AM To: arslist@ARSLIST.ORG Subject: Re: License Question... Notwithstanding any requirements for licensing that may apply for using canned applications, is my understanding of “Submitter Mode Locked” sound? I am only referring to user developed ARS apps. Chas Subject: Re: License Question... 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 ________________________________ This email is confidential and intended solely for the use of the individual(s) to whom it is addressed. The information contained in this message may be privileged and confidential and protected from disclosure. If you are not the author's intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you have received this email in error please delete all copies, both electronic and printed, and contact the author immediately.
