I would be curious to understand what all of your thoughts were on the Overlay feature. It's supposed to support the best practices customization strategy for BMC. However, what I've heard is that it introduces so much new workflow (and that it is essentially a brand new feature), that it doesn't make sense if you keep your customizations to a minimum and have them well documented. Anyone else have real life experience using overlays and actually troubleshooting any issues that are related to it?
Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe Martin D'Souza Sent: Tuesday, March 08, 2011 3:26 PM To: [email protected] Subject: Re: ITSM 7.6.4 Having worked for a little more than a decade with these products, I often echo similar sentiments.. It makes some of our experiences less significant although not completely obsolete. Having said that though I sometimes do appreciate some of the changes. The one change that I often found myself condemning often was the change with the development tool formally known to us as the Admin tool. I almost resisted that change until I really worked with the new tool. Having experienced some of the benefits of the new Dev Studio, I really wonder if I would be willing to switch back over to the old one. I still do not like some of the control taken away from developers, with the introduction of numerous plugins, some of which depend on external jar files etc. that cannot easily be customized. Well it can but not with a point and click like in the past. You cant help but notice though the significant change in look and feel of consoles that would just not be possible without these changes.. So I guess it has all come at some cost. Its no longer fully true that you can customize the applications in under a few weeks like Remedy used to claim in the past, which at one point was their biggest marketing propaganda. Gives us all a little extra work.. Can you complain.. :-) Joe -----Original Message----- From: Sanford, Claire Sent: Tuesday, March 08, 2011 3:13 PM Newsgroups: public.remedy.arsystem.general To: [email protected] Subject: Re: ITSM 7.6.4 I don't understand why BMC is making this product so much harder for people to upgrade and use. My whole user base will have to learn a whole new product this time around. The selling point was that they were used to Remedy and there wouldn't be so much pain involved. We have so many people that depend on the classic view and the ability to have a "private" tab. (((Just my opinion))) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Easter, David Sent: Tuesday, March 08, 2011 12:52 PM To: [email protected] Subject: Re: ITSM 7.6.4 Not a rumor. There is a Statement of Direction posted: 24-Sep-2010 Provides end of life information for BMC Remedy ITSM Classic views. http://documents.bmc.com/products/documents/46/22/174622/174622.pdf -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. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Philip, Saji L Sent: Tuesday, March 08, 2011 10:47 AM To: [email protected] Subject: Re: ITSM 7.6.4 Yes there is still a classic view. By default, the best practice view is shown. But I have heard rumors, that BMC will stop the classic view altogether. Saji -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Atul Vohra Sent: Tuesday, March 08, 2011 12:45 PM To: [email protected] Subject: Re: ITSM 7.6.4 Yes There is a separate form for Help Desk (do not remember the name) for classic view. Also the view (form) shown is configurable from the Application Administration Console. Atul -----Original Message----- From: "Frank Caruso" [[email protected]] Date: 03/08/2011 01:35 PM To: [email protected] Subject: ITSM 7.6.4 ** Can anyone confirm for me whether there is now only one view of the Help Desk form, the Best Practice View? Older versions you cold toggle between the BPV and the Classic View. 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