Review of Remedy SRM

This article is a review of Remedy Service Request Manaegment (SRM) version 7.6 patch 006.



Forms Design Using Remedy Workflow

In Remedy, there are two methods for building forms for Service Request Management.  These are the Wizard and the Advanced Forms Interface (AFI).

Initially, I attempted to use the Wizard - however the module is just too limiting; The Wizard can only be used to produce the most rudementary forms.

We therefore elected the use the AFI component.  The AFI component is nothing more than a sample piece of code written in Remedy's development language which is called Remedy Workflow.  The entire Remedy suite is written in Workflow.  The basic process is to copy the sample code and modify it for your own purposes.  Development is undertaken using an Eclipse Module specifically designed for Remedy Workflow.

Using Remedy workflow objects, we were able to create some quite nice forms for ordering PC components such as Laptops and Workstations.  However, the effort was huge, and progress was slower than could be acheived with simple HTML and a PhP or JEE backend.  The Remedy development environment is very old-school with high coupling and low cohesion.   All the BMC supplied workflow used to implement the Remedy Asset Mgmt. module and the Remedy SRM module is visible to the user and can be altered.  And due to the number of bugs I encountered, I was forced to alter quite a bit.  This inevitably makes upgrades of the environment much harder.

Due to the high coupling between modules, debugging the solution is like the fair-ground game of whack-a-mole. Debugging is time consuming and stressful.

One of the difficulties is that Remedy workflow does not allow the developer to add any comments into the code - so  you have to decipher what the BMC developer intended.  Only when you learn the purpose of each Workflow object, is it possible to fit insert your own fix - in a safe fashion.