BMC Remedy OnDemand supports the ability to have custom Remedy (Action Request System) applications built to suit your needs. You can leverage the power of the Remedy platform through a BMC Remedy OnDemand subscription. Any custom applications must conform to the BMC Remedy design standards and BMC Remedy OnDemand Customization policy. This conformance ensures the best experience for supportability and upgrades.
The following sections provide more information about custom applications:
When you add a custom application, you must consider not only the BMC Remedy OnDemand Customization policy, but all other published BMC Remedy OnDemand policies.
The following information provides an overview of the general approach to supporting your custom BMC Remedy OnDemand application:
BMC reserves the right to disable any custom Remedy application that impacts the performance or availability of the BMC Remedy OnDemand service. You will need to correct the offending code in the development environment and promote it again by using the change management process.
For information about how BMC defines customization, configuration, and change, see Customizations, configurations, and changes.
Any custom Remedy application that you create in the BMC Remedy OnDemand environment is your responsibility to maintain. The following responsibilities apply:
There are no service level availability commitments for any custom applications that run in the BMC Remedy OnDemand environment.
Your custom Remedy application might require integrations, and as such, require BMC Remedy OnDemand to interact with an external application or technology. Such integrations are considered to be nonstandard and a customization.
The following general guidelines apply for integrations to a custom Remedy application:
As previously described in the preceding sections, any custom application must conform to the BMC Remedy OnDemand Customization policy, which references permitted customizations based on the design documentation. For a complete description of acceptable and unacceptable customizations, see the BMC Remedy OnDemand Customization policy.
You must design and implement all customizations in the development environment by using BMC Remedy Developer Studio. You cannot create customizations directly in the QA or production environment. For information about the process you must follow, see the BMC OnDemand Change Management policy.
Whether you are initially implementing your custom Remedy application for the first time or applying post-implementation changes, you are responsible for complying with the following policies:
These policies identify the correct processes for defining, implementing, and releasing changes to your system.
If you create a support ticket for an issue caused by code in a custom Remedy application, the BMC Service Desk will provides general information about the customization policy only. Investigating and resolving an issue with a custom application are solely your responsibility.
BMC performs periodic upgrades to the BMC Remedy OnDemand offering. When upgrades occur, you are responsible for ensuring that your custom Remedy application still functions as intended after the upgrade. All upgrades to the BMC Remedy OnDemand service are released in accordance with the BMC Remedy OnDemand Release Management policy. You will be given an opportunity to test your custom Remedy application in concert with the upgraded BMC Remedy OnDemand service in the QA environment. If issues are detected, you can make changes, test the application in the development environment, and re-promote the application to the QA environment. This approach is similar to the approach used to evaluate customizations during a service upgrade.
Any upgrades to a custom Remedy application will follow the BMC Remedy OnDemand Change Management policy. You will make changes in development and then promote them through to the QA and production environments. Any upgrade to an application must be first reviewed by the CRB.
Custom applications require that all system users have a valid user license subscription. Any end users who are using a custom Remedy application will require either a named or concurrent license.
Capacity considerations exist for any custom Remedy applications that are hosted on the BMC Remedy OnDemand system. The same BMC OnDemand Data Handling policy applies to the data handling and capacity rules for your custom Remedy application. Provided that no additional storage or infrastructure is needed to support your custom application, no additional charge applies.