This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Customization designs

This section describes different design approaches that you can use to extend code in the on-premise and BMC Helix ITSM environments.

Best Practice

Before you consider making customizations, we recommend that you make maximum use of the configuration capabilities that BMC Remedy ITSM applications provide.
You should be familiar with the following information when you are designing customizations:

Best Practice

When you name BMC Remedy ITSM objects, we recommend that you do not include spaces in the names to avoid potential issues. Workflow object names with spaces must be enclosed in double quotation marks if used within an application command or process.

Avoiding latency issues by using service calls

When you are making customizations, ensure that your changes do not affect the overall response time of clients that are interacting with the system. Any workflow on a client that gathers information should pull that data from the server in the least number of calls possible. If your workflow is designed to make multiple calls from the BMC Remedy Mid Tier to the BMC Remedy AR System server, and back, response time issues might occur due to the latency.

To reduce the number of calls to the BMC Remedy AR System server, you can use BMC Remedy AR System server service calls. In a service call, the active link workflow makes a single call to the BMC Remedy AR System server. That single call causes a form to start a filter workflow that gathers the necessary information and pulls it back to the client.

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