BMC provides a customization review process for its Helix ITSM customers. A Customization Review Board (CRB) is in place for this purpose. This process is not a mandatory requirement; customers may choose whether or not they want BMC to review their customization prior to development or promotion to the QA environment.
This topic describes the BMC Helix ITSM CRB process and related steps.
Opting out of customization review requires customer acceptance of the following criteria:
When you are working on customizations, BMC requests that you follow these guidelines:
The customer's onboarding team designs and develops the proposed customizations. When creating customizations:
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For more information, see Customizing applications using overlays and custom objects.
Customers submit customization review request(s) by completing and attaching the Customization Review Request form to a request in the i.onbmc.com support portal. Use the Request Something Else option within the portal. Additionally:
For Design Only requests, only the Customization Review Request form needs to be populated.
For As Developed requests, all required documentation, including but not limited to the review request form, .def files, BMC Remedy Developer Studio documentation, and applicable supporting files, should be submitted with the request.
BMC recommends that customers compress (or zip) their attachments prior to submitting them. BMC will work with customers to provide alternative solutions for submitting attachments if attachment sizes exceed the file size limitations.
The assigned CRB member sends an email to the requestor notifying the requestor that the WO has been assigned.
The CRB member reviews the request and responds using one of the following options:
Approves the request and sends the notification of approval along with a PDF of the approved request to the requestor
Rejects the request and provide feedback to the requestor concerning the reason for rejection
Requests more information via email or sets up a call with the requester to re-review the request after clarifications are complete
The CRB member attaches the PDF to the WO for future reference and linking to migration change requests.
The PDF of the approved request contains the WO number that should be provided by the onboarding team when requesting migration of the customization to the QA and production environments using the change process.
If the customizations are approved:
Pre-production customers who are still onboarding and have not yet gone live with their solution will normally create customizations in the development environment and submit a request to migrate the entire system to the QA and production environments. When the onboarding team submits a request for migration of the developed system to QA (executed using database copy), customizations developed in the development environment will be moved to QA for testing. The solution design document must be submitted along with the change request.