You can customize BMC OnDemand services to suit your needs. BMC recommends that you review the Customizing BMC Remedy OnDemand and Customization designs pages when designing customizations to ensure the best experience for supportability and upgrades.
Before you consider making customizations, ensure that you are making maximum use of the configuration capabilities already provided by the BMC Remedy ITSM applications.
For information about how BMC defines customization, configuration, and change, see Customizations, configurations, and changes.
Any customizations that you create in an OnDemand environment are your responsibility to maintain going forward.
If you engage BMC Global Services to perform any customization work, a warranty for a specific time period is typically offered as a part of the statement of work. The warranty guarantees that the functionality works as documented for a limited time after go-live. The warranty does not cover a situation in which you want to change the agreed-upon behavior of a customization, or after the warranty term expires. If a change is required, a new estimation for mitigation work (via a Contract Change Order) will be provided to you and you can choose whether to proceed.
If you engage with a third party, such as a BMC partner, or use internal resources to customize the solution, any defects or functionality issues subsequently discovered are your responsibility to resolve. BMC SaaS Operations does not provide a warranty for customizations performed by third parties. You may choose to execute an agreement with BMC Global Services or a partner to provide ongoing support for customizations on your behalf. See Remote Enhancement service for information on BMC Global Services' offering.
BMC supports the use of Java filters and AR Server Database Connectivity (ARDBC) plug-ins under certain conditions. See Customizations as part of integrations for a detailed summary of what types of customizations are allowed in BMC's cloud, and how to get approval to implement them.
Customizations in a production instance are preserved during the upgrade process. Even though a customization is preserved, it might require modifications based on changes to the out-of-the-box functionality. As part of the upgrade user acceptance testing (UAT) process, you should focus on the behavior of the customizations and integrations to understand the impact of the upgrade. You can use the test cases that were created as part of the promotion process to retest customizations during the UAT phase. You are responsible for implementing any modifications to customizations if they are required during the upgrade process. In some cases, you might choose to turn off the customization because new out-of-the-box functionality meets your requirements.
If a support ticket is created for an issue caused by a customization, the BMC OnDemand Service Desk provides general information about the customization policy and out-of-the-box functionality, but the investigation and resolution of a defect in a customization is solely your responsibility.
All customizations must be designed and implemented in the development environment by using BMC Remedy Developer Studio. No customization can be created directly in the QA or production environments.
Customization review requests may be sent to the Customization Review Board (CRB) for review via submission of a ticket through the BMC OnDemand support portal by attaching the Customization Review Board Request Form to your request. This should be done before migration to the QA or production environment. When submitting a new request, use the Request Something Else offering within the portal. The request will then be routed to the CRB for review. The turnaround target for reviews is within six business days, so submit your requests as early as possible in the development cycle.
Using the CRB to review your customization is not mandatory. If you choose not to obtain CRB approval, it is expected that you design and develop your customizations per BMC's recommended best practice guidelines. Before requesting that your customizations be promoted to QA or production, you must certify that these guidelines were followed. Additional design guidelines are as follows:
Customization review requests can be Design Only or As Developed. Design Only requests require only the design document to be submitted whereas As Developed requests will require the submission of the DEF files and BMC Remedy Developer Studio documentation, along with the request form. Design Only requests may be re-submitted after development is complete as a request for review of As Developed.
It is recommended that the CRB review any complicated customization designs before coding begins. As requested, the CRB provides feedback on the design of the intended customization, which might include instructions on how to improve the implementation to protect upgrades and account for application performance. Not leveraging this feature of the BMC OnDemand service can result in a poorly designed or coded customization that requires rework before its promotion can be approved.
The CRB is not responsible for designing your customization; they simply review the designs that you present and provide feedback. If the design is not sufficiently clear or well documented, the request is rejected, and you must request a new review after the documentation and design are corrected.
The CRB team will either approve the request as submitted, request more information (or request an in-person meeting), or reject the request and provide feedback for the rejection.
After the request is approved, a request to promote the customization to the QA environment can be made using the Request a Change option within the support portal. See BMC OnDemand Change Management policy for additional detail on our change process.
You must perform UAT on the customization after it has been promoted to the QA environment. If there are issues with the customization, you should resolve the issues in the development environment and repeat the promotion request process. If there are changes to the customization, they may be resubmitted to the CRB for further review if necessary.