RoD customers are assigned a "BMC Customer Success Manager". They should meet regularly (if not once a month) with their customers. that said, your customer should know who their CSM is. The CSM should be able to fetch this info for you. Additionally, BMC tracks all custom changes as they need to go thru their CAB meetings/process. Therefore, you may be able to find what has been done by looking at closed support cases for your customer.
If BMC customized before go-live of RoD, then they should have provided your customer with such documentation. The go-live docs I've seen from BMC do not include the level of detail you are searching for. If it was a partner, then yes, they do provide you with such details. Good luck, Marcelo Martinez From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Friday, November 01, 2013 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: RemedyOnDemand ** You could start by looking at objects in the Developer Studio and filtering them by Customization Types of Custom and Overlay (remove Base) -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Friday, November 01, 2013 1:32 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: RemedyOnDemand ** ** BMC did some automation for the Customer and there is no documentation. Instead of rebuilding the workflow - it would be good to see the changes BMC made. Started reviewing the filters, AL, etc... The Manager only knows the Account person. The Manager stated each time she speaks with BMC regarding the technical changes - she speaks with different people. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Aditya Sharma Sent: Friday, November 01, 2013 1:24 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: RemedyOnDemand ** ** Hi Kathy, What workflow changes you are exactly referring to. If it is the customization done by BMC professional services then yes all documentations are handed over. In ROD customers initiate the customizations they want to do and hire BMC partners or BMC PS to do that. If any customization is introduced by BMC as an additional functionality or offering over and above standard product, customer is informed about the details and functionality but solution design may not be provided for that. Regards, Aditya Sent from my BlackBerry(r) smartphone from !DEA ________________________________ From: Kathy Morris <kathymorris...@aol.com<mailto:kathymorris...@aol.com>> Sender: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> Date: Fri, 1 Nov 2013 13:07:46 -0400 To: <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> ReplyTo: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: RemedyOnDemand Hi, When BMC makes custom code changes for a Customer, do they provide documentation of the changes made to the system? (i.e. workflow) Trying to figure out what was done. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Confidentiality Notice: This email, including attachments, may include non-public, proprietary, confidential or legally privileged information. If you are not an intended recipient or an authorized agent of an intended recipient, you are hereby notified that any dissemination, distribution or copying of the information contained in or transmitted with this e-mail is unauthorized and strictly prohibited. If you have received this email in error, please notify the sender by replying to this message and permanently delete this e-mail, its attachments, and any copies of it immediately. You should not retain, copy or use this e-mail or any attachment for any purpose, nor disclose all or any part of the contents to any other person. Thank you _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
