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    • Customizations, configurations, and changes

       

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    Definitions

    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 environment and is promoted by BMC Remedy OnDemand Operations to the Quality Assurance (QA) and production environments. 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 Remedy OnDemand 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.

    To know how to use the BMC Remedy Developer Studio, see Navigating the BMC Remedy Developer Studio interface

    Accessing BMC Remedy Developer Studio

    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 Client Gateway also be installed at your site. If you do not have the BMC Client Gateway already configured, submit a request to the BMC OnDemand Service Desk.  

    By default, your environments are not accessible to BMC Remedy Developer Studio unless a port is opened up. The BMC OnDemand Service Desk will provide you with a port number that you will use to access your development environment.

    Note

    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.

    Downloading and installing BMC Remedy Developer Studio and Pentaho Spoon Client

    Before you begin, see the tips at Preparing to install BMC Remedy Developer Studio.

    1. To download the developer kit (which includes the BMC Remedy Developer Studio and Pentaho Spoon client) .zip file to your local machine:

      1. Go to the BMC Electronic Product Distribution (EPD) site at: http://www.bmc.com/available/epd.html

        1. Enter your username and password, and click Sign In.

        2. On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue.
        3. If this is the first time you are accessing this site, create an EPD profile; otherwise skip to the next step:
          1. Under Localized Languages, select the required language.
          2. Under Install Platforms, select the platforms to download for the path.
          3. Click Save Profile.
        4. Verify that the correct profile is displayed for your download purposes, and select the Licensed Products tab.
        5. Locate the BMC Remedy Service Management OnDemand product under your installed version by typing this product name in the Find: field and clicking Go. Expand your selection (click the plus sign) under this product name and then expand your selection under the proper version. Select the checkbox for the 'AR System Clients: Developer Studio, Data Import Version x.x.x - Windows' link. The checkbox is located in the Select column.
        6. To download the selected item, you may click on the product link, click Download (FTP), or click Download Manager:
          • Clicking the product link will automatically start the download to the default Downloads directory on the target computer.
          • Clicking Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an email message.
          • Clicking Download Manager enables you to download multiple files consecutively, and to resume an interrupted download if the connection drops.

    Note

    The Download Manager option requires a one-time installation of the Akamai NetSession Client program on the target computer and is usually the fastest and most reliable way to transfer files. A checksum is used to verify the file integrity automatically.

     

    2. If needed, create a directory in which to place the downloaded file.

     

    Note

    On Windows computers, ensure that the directory is only one level into the directory structure. The .zip package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure.

     

    3. Install the BMC Remedy Developer Studio client:

      1. Click on the ARSuiteKitDeveloperWindowsx.x.x.zip file and extract all files.
      2. Click on the setup.jar file in the Disk1 directory of the extracted files.
      3. Follow the installer directions. The program will be installed in the Program Files\BMC Software\ARSystem directory by default.

        Note

        You do not need to install the localization toolkit. Installation should take 1-4 minutes depending on the size 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.

    Using BMC Remedy Deployment Application

    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:

    • Using this application eliminates the RFC submission process.  
    • Customizations and object overlays must be created using BMC Remedy Developer Studio.
    •  You must have the Remedy Administrator permission or Deployment Manager role to execute this function on both the source and target systems. 
    • To access the application, navigate to Applications >> AR System Administration > AR System Deployment Management Console.
    • Follow the BMC Remedy Deployment Application product documentation to create, build, validate and deploy your promotion packages. 
    • When deploying your package, be sure to set a status refresh interval using the Preferences tab. The Status field indicates where you are in the deployment process.

    Note

    The BMC Remedy Deployment Application is available for customers on Remedy OnDemand 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.

    Related topics

    Application development with BMC Remedy Developer Studio

    BMC Remedy OnDemand Customization policy

    BMC Remedy Deployment Application product documentation

    2 Comments

    1.  

    2. For Pentaho/Spoon to work with CMDB atrium integrator needs to be installed also along with the gateway.  As a OnDemand User the atrium Integrator was not in the list of downloads and had to request it from OnDemand Support.