Niklas:
I have always heard that hind sight is 20-20. In the case of
customizing Remedy, I wish that I had followed these rules...
When we originally obtained Remedy, the Help Desk was included as part
of version 3.2.1. We immediately realized that we wanted to change
things -- and we did -- but not following all of the guidelines listed
on the Remedy site you referenced (maybe they were not available at that
time). We did upgrade the AR versions (now 5.1.2 but getting ready for
6.something), but we don't run any of the application packages. I've
tried to figure out all of the things we would have to change, but it
would be too difficult and time consuming to do so (I am the only
developer here and I split my time as a backup administrator to our
Solaris servers). I feel like we are missing lots of new stuff by
continuing this trend even though the users like what they have and
don't want to change.
My feeling on these rules? Anyone who customizes the AR or Remedy apps
should follow these rules to avoid (or at least minimize) headaches
later. I also agree with Rick's suggestion of using a suffix to
identify customized workflow -- you could use a -C at the end of the
name for customized, -X for workflow that is part of the out-of-the-box
but disabled.
Good luck on your upgrade... and Happy New Year!
Kelvin
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, December 30, 2004 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modifying Remedy apps guidelines
**
I generally am in agreement, though I do one thing differently
than Doug recommended. Rather than use a prefix to identify custom
workflow, I use a suffix. That way, the workflow shows up in order like
its predecessor, and is grouped alphabetically with like workflow. I
have tried it both ways, and this way seems better to me.
If field customizations are heavy, a decision must be made as to
whether the application will ever be upgradeable. If so, hiding the old
fields and adding new ones adds to the table size, which can be an
issue. If not, you can sidestep that sizing issue at the expense of the
application's upgradeability.
As with all things Remedy, you have options.
Rick
From: Niklas Asplund
Sent: Wed 12/29/2004 11:54 PM
To: arslist@ARSLIST.ORG
Subject: Modifying Remedy apps guidelines
Hi Everyone.
We are running the Helpdesk 5.0 with quiet a lot of
modifications.
I am now planning on upgrading to a newer version (5.6 or maybe
the new
version that comes with ARServer 6.3)
I was thinking of doing a fresh installation of the application,
and then
do all the modifications again.
I am now going to follow the guidelines from Doug Mueller in
order to be
able to upgrade easier at a later stage.
http://www.remedy.com/corporate/ron/
volume02issue01/english/article03.htm
http://www.remedy.com/customers/
dht/archive/RxPressV8I32000B.htm
So my questions are:
What are your thoughts on these guidelines??
Do you find them difficult to follow??
Have you encountered any modifications that are difficult to
perform when
following these guidelines??
Basically, what are the pros and cons with these guidelines??
Finally I would like to wish everyone a Happy New Year.
// Niklas Asplund
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