<rant> Quite often (wrong or right) "Best Practices" is a matter of opinion that can change from customer to customer. I realize it's a standard decided upon by those who think they know what's best for the rest of us, but some customers really could not care less what ITIL (or Gartner, or BMC, or anyone else) recommends. If the customer demands a "classic view", BMC can either provide one or we'll cobble together something that the customer will have to maintain going forward.
Personally, I find the "Best Practices" view confining. It does seem designed for your average call-center worker who just enters tickets all day. I don't think it works as well as BMC thinks it does if you have staff that are more like a combination of helpdesk/tier-1,2,3. Especially if they require additional customer-specific fields added. I guess my question is -- with the MYRIAD of views that install out-of-the box across the ITSM suite, is a single additional view (the classic-view) really that big of a deal to continue to support? Does that one, particular view in the entire ITSM-Suite break the piggy-bank and so it must be removed? (Seriously - I have no idea if it does or not and it well may for some reason). With no other info to go on, I can only wonder that the realm of possible reasons may span: - Some unknown-to-me technological brick-wall, or some other insurmountable issue prevents continuing the classic-view. - Someone at BMC called an audible and just arbitrarily decided that the classic-view needed to go away to force those ill-behaved customers onto some BMC-Decision-Maker's pet project: "The Best-Practices View". Heck if I know. All I know is that it will be sorely missed by customers who remember it. And don't get me started on the painful differences in usability & performance in doing something as (normally) simple as exporting records: web-client -vs- the WUT. Speaking of which, when they sunset the WUT, someone needs to market a replacement. I think that decision by BMC will provide someone an opportunity to make some money. </rant> JDHood On Tue, Mar 8, 2011 at 3:26 PM, Joe Martin D'Souza <jdso...@shyle.net>wrote: > 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: arslist@ARSLIST.ORG > 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: > arslist@ARSLIST.ORG] On Behalf Of Easter, David > Sent: Tuesday, March 08, 2011 12:52 PM > To: arslist@ARSLIST.ORG > 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: > arslist@ARSLIST.ORG] On Behalf Of Philip, Saji L > Sent: Tuesday, March 08, 2011 10:47 AM > To: arslist@ARSLIST.ORG > 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: > arslist@ARSLIST.ORG] On Behalf Of Atul Vohra > Sent: Tuesday, March 08, 2011 12:45 PM > To: arslist@ARSLIST.ORG > 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" [caruso.fr...@gmail.com] > Date: 03/08/2011 01:35 PM > To: arslist@ARSLIST.ORG > 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. > > Thank you > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 > www.wwrug.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
