To view the latest information for BMC Helix services and policies, see BMC Helix Subscriber Information.

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.

General approach to supporting custom Remedy applications

The following information provides an overview of the general approach to supporting your custom BMC Remedy OnDemand application:

  • The custom application is treated as a customization, and as such, follows the BMC Remedy OnDemand Customization policy (including adoption of overlays and custom object approach).
  • The custom application is governed by the change management process and as such follows the BMC OnDemand Change Management policy and procedures.
  • No service level agreement (SLA) targets are associated with a custom application.

Note

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.

  • Every user of a custom Remedy application is allocated either a named or concurrent subscription. No read-only access to a custom application is available for end users.
  • The management of the custom application is your responsibility.
  • No additional hardware or resources are allocated based on the size of your environment to support the custom application. Scale of the environment is achieved by using user subscription pricing, and the Remedy environment is expanded based on the pricing formula. If additional costs are incurred to expand environments to account for a custom application, an additional fee will apply.
  • The BMC Remedy OnDemand policies apply to any custom Remedy application. For example, if a custom application consumes more storage than the original application, you will need to purchase additional storage.
  • Third-party Remedy applications must be evaluated separately from this policy to ensure compliance.
  • Any third-pary applications must meet all requirements in this policy.
  • You assume all responsibility for any and all licensing and support implications for the custom applications.
  • This policy does not apply to any non-Remedy, third-party applications.

Differences between customization, configuration, and change

For information about how BMC defines customization, configuration, and change, see Customizations, configurations, and changes.

Your custom Remedy application responsibilities

Any custom Remedy application that you create in the BMC Remedy OnDemand environment is your responsibility to maintain. The following responsibilities apply:

  • Ensuring that all functional testing of the custom Remedy application is performed prior to moving to production.
  • Ensuring that the custom Remedy application continues to function as intended after BMC upgrades the Remedy OnDemand platform or applications.
  • Ensuring compliance with the BMC Remedy OnDemand Change Management policy and change process.
  • Notifying BMC SaaS Operations about any expected increase in usage.
  • Ensuring that the custom Remedy application does not cause a performance impact or degradation to any other part of the BMC Remedy OnDemand service.
  • Ensuring that the custom application does not impact the availability of the service as measured by the SLAs. For an overview of the approach to the service availability of BMC Remedy OnDemand, see the BMC Remedy OnDemand Availability policy.

Note

There are no service level availability commitments for any custom applications that run in the BMC Remedy OnDemand environment.

  • Conforming to all Customization Review Board (CRB) requests and requirements.
  • Following a customer review and acceptance process to ensure that you have met all criteria according to the BMC Remedy OnDemand Change Management policy.
  • Ensuring a complete understanding and acceptance of responsibility for any restrictions placed on custom application code by the CRB.

Custom Remedy application integrations

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:

  • The code created must conform to the same design standards and best practices as outlined in the BMC Remedy OnDemand Customization policy and the BMC Remedy design standards.
  • Supported external integrations must utilize web services or a Remedy API and are restricted to integrating via interface forms.
  • Integrations directly to a Remedy form are prohibited.
  • Any external code (such as plug-ins or hosted components) to facilitate the custom application is not allowed. Typically, you can implement other methods, such as web services.

Permitted customizations

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.

Customization process

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.

Implementation and change release process

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.

Support for custom Remedy applications

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.

Upgrade process

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.

Subscription licensing considerations

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

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. 

 

 

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