This topic contains the following information:
A customization occurs when a developer needs to modify out-of-the-box solution behavior, and this modification can be implemented by using BMC Remedy Developer Studio. An example of a customization is the addition of a new field on the incident form to capture your specific information. A customization is always created in the development/tailoring environment and is promoted by BMC SaaS Operations to the Quality Assurance (QA) and production environments using the change management process. Implementation of a customization, and its promotion to QA and production, are changes that require a Request for Change (RFC). Alternatively, you may promote your changes on your own using the BMC Remedy Deployment Application. Use of this application does not require an RFC. Regardless of how the customizations got promoted, they are the customer's responsibility to design, develop and maintain. For more information about customization, see the BMC Helix ITSM Customization policy.
Configuration occurs when an application administrator changes the behavior of existing applications through the addition or modification of configuration data. Some examples of configuration data include incident assignment rules, change templates, and all foundation data such as company, organization, locations, and support groups. You can do much of the your own configuration within the applications themselves without an RFC. Some advanced configurations, such as creating service request definitions (SRDs), are performed within the development environment but when they are promoted to production, require an RFC.
A change is any alteration to an environment (development, QA, or production) by the BMC SaaS Operations team, except application configuration. Examples include fixing a defect (which would require a code change) with a hotfix, making a system configuration change, or bringing a new service level agreement into the environment (which would not involve code changes). Changes can include hardware, software, or code changes, or changes required to implement a customization.
For instructions on using the BMC Remedy Developer Studio, see Navigating the BMC Remedy Developer Studio interface.
To access and use BMC Remedy Developer Studio, you must first download the software to your local machine. You may do so by following the Downloading and installing BMC Remedy Developer Studio and Pentaho Spoon Client instructions below. Use of this tool requires that the BMC Helix Client Gateway also be installed at your site. If you do not have the BMC Helix Client Gateway already configured, submit a request to the BMC SaaS Service Desk.
By default, your environments are not accessible to BMC Remedy Developer Studio unless a port is opened up. BMC SaaS Operations will provide you with a port number that you will use to access your development environment. Submit a request through your support portal to get the port number.
You are only authorized to use BMC Remedy Developer Studio in a development environment. You will not be granted access to the QA or production environments. Use the change management process to promote any customization from the development environment to the QA environment and then finally to the production environment.
Before you begin, see the tips at Preparing to install BMC Remedy Developer Studio.
To download the developer kit (which includes the BMC Remedy Developer Studio and Pentaho Spoon client) .zip file to your local machine:
Go to the BMC Product Download Tool.
Enter your username and password, and click Sign In.
3. Install the BMC Remedy Developer Studio client:
Follow the installer directions. The program will be installed in the Program Files\BMC Software\ARSystem directory by default.
You do not need to install the localization toolkit. Installation should take 1-4 minutes depending on the performance of your computer.
4. To customize an application, open the BMC Remedy Developer Studio tool and use the port number to log in to the system.
The BMC Remedy Deployment Application enables you to promote changes effectively and reliably across environments on your own. You can promote BMC Remedy AR System objects like forms, workflows, filters, active links, Service Request Definitions and related process definition templates, and data, as well as any customization.
Key tenets of this process include:
The BMC Remedy Deployment Application is available for customers on Remedy application versions 9.0 and above. Additional features are still in development, so be sure to check the latest product documentation for enhancements if you are on a version beyond 9.0.