Hi,
I have bought a fishing rod, and want to eat canned tuna, not canned
applications... Is the sole user of the system be a fish?
/Misi
> 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.
>
>
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