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Re: Custom apps + Remedy v9.1?



I may be spitting into the wind here, but you may want to compare migrating to ITSM vs adding “user friendly/self service” to what is already working.

As previously noted the best approach is a clean install of ITSM and determine what functions need to be added to the OOB config.

This analysis is a major effort. Once the additional functions are identified, the correct approach is to add only buttons/active links that open external (to ITSM) forms with their own workflow.

The ITSM overlays will preserve these links without any impact upon or from ITSM.

Adding the missing functions to ITSM needs to be done very carefully, with an understanding of how overlays work.

These complex modifications, as Doug Mueller often points out, are <cough> discouraged.


An alternative would be to keep the custom app (wind speed increasing) and create “user friendly/self service” views on old forms, or new front-end forms.

This will allow ‘pushing’ data to the existing application to take advantage of the ‘mature’ workflow.


I suspect that the level of effort to analyze, re-build ‘must have’ functions, integrate and deploy ITSM will be significantly greater than building a shiny new front end.

If management is insisting on moving to an (almost) all OOB ITSM, at least you can identify the full cost.


Hope this helps,


Joel Sender  *   JDSender@earthlink.net  *  310.829.5552


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Friday, November 18, 2016 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?



I have to agree with Christian.  The forms and such that we're running on ARS 7.1 previously came from the 3.x branch.  The previous developer had added fields and workflow in order to keep things current for business processes.  I'm working on doing a migration to 9.1 instead of an in-place upgrade.  I'm having to ensure that I don't import forms that were already present in the 9.1 installation.


I've pretty much got the forms and data, except for attachment pools, copied over.  I'm currently tweaking the interface the best that I can and adding in some additional functionality that management wants.  As far as Dev Studio goes, I'm working in Base Development mode for the forms that I'm modifying since I need to be able to update the elements that were previously on the form.  The "user friendly / self-service" bit was also a major driver for the migration.


I hope the upgrade goes well for you.


--Dustin Fawver


HelpDesk Technician

Information Technology Services

East Tennessee State University




From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Smerz, Christian <CESMERZ@EPROD.COM>
Sent: Friday, November 18, 2016 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?



Hi Carina,

Typically custom apps are easy to upgrade.  The big things to look for are what AR features are being used that are deprecated in the new version.  If your app is running on 8.1.02 there shouldn’t be much issue to upgrade that I can think of.

With respect to overlays, they are usually in place to protect BMC application objects.  If you’re a custom app shop and don’t have BMC apps in place at this point, I wouldn’t think overlays really come into play.



Christian Smerz


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: Friday, November 18, 2016 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Custom apps + Remedy v9.1?





We’re currently on ARS v8.1.02 and run nothing but custom apps.  One of those apps is a help desk app that was designed easily 15+ years ago.  It’s had some tweaks and upgrades but is long in the tooth and support management wants something “user friendly/self service” but at the same time, I need to keep our custom apps (financials change mgt, textbook tracking, etc).  We also have our tech inventory in a custom form and are considering using BMC’s offering there as well.  I’m talking with our BMC rep about upgrading 9.1.


I’m hoping some of you out there are running mixed tools; custom apps supported by the ARS engine and then also running BMC’s apps -  ITSM or Service Innovation, CMDB, and so on. 



How hard was it to migrate your custom apps up to 9.1?

Could you integrate parts of it using  the form overlays in Developer Studio?


We already have servers on site and so would not be running this “cloud based.”


Thanks for the insight!


Carina Burns Randolph

Database Administrator

Richardson ISD, Information Svcs.




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_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_