Bingo.. That's exactly the issue I faced.. I thought that happened after the installation of patch 4 as I am pretty sure I had clicked on the help links after patch 3 and they were working. With patch 4 it has added that language part, so what I did as a workaround was copied the files from the directory they are in the directory it is expecting it in (en) as a workaround.
It sure seems like a bug to me too but didn't have the time to report it.. Since I started on this gig I have reported too many bugs already to keep count of and since this one isn't really a show stopper but could be got around with by moving / copying files, I just took the easy way round and did that instead of dealing with support for a few days before they might have told me to do the same thing.. Almost the same is true about help on the EIE.. Documentation says to copy it from a directory named html that does not even exist, to the required directory on the web server. I found the help file in a directory called help under the utility sub-directory which is found on the install path of the EIE. I think that is a documentation / product bug too since the help files that are to be copied to the web server directory are not found where they should have been.. Hope this information helps anyone looking for them in a html directory... Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, July 11, 2007 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM ** Sorry, I have done enough complete reinstalls of ARS/ITSM and backup/restores to the dev server since the time I installed the help files that I don't think the paths survived to be corrupted by any patches. Both of my 7.x servers show the application help as uninstalled, so I installed it just now - post ITSM patch 005. The new install I just did from both the IM 7.0.01 and the IM 7.0.02 help setup files places the files in a path that does not contain the /en/ segment, which is what the help link in the 7.0.02 application is looking for. That appears to be a 7.0.02 thing, to add the language directory to the link, but unfortunately the help installer in 7.0.02 is not matching the link in terms of where it places the files on the web server. Looks like a bug to me!! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ---------------------------------------------------------------------------- -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, July 11, 2007 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM ** Troy, Chris, I noticed another problem too in patch 4. The help file paths get a little messed up and you can no longer open help files on your ITSM apps.. I had to relocate by copying the help files to the folders it now expects after the installation of patch 4. I think this path gets overwritten when changes are made to the share application properties form on upgrading to patch 4. Chris, did you face the same issue? Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, July 11, 2007 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM The only errors I saw with patch 004 were with the reports - I conclusively proved that installing patch 003 and 004 (which reapplies 003 files) overwrites the OOB crystal reports with new copies that have the Locale field set back to NULL or in one case the full description of the report, after which they no longer appear in your report console (en_US installations). I am currently executing ITSM patch 005 against my pre-production server - whole new paradigm here - one installer for IM, PM, CM, and/or AM, all languages, previous patches reapplied if needed, etc. We'll see if they finally got this right. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso Sent: Wednesday, July 11, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM Hey folks, Has anyone run patch 4 for ITSM 7 yet? I noticed in my log files that there were some DEF file failures for Patch 3 & 4, everything prior to those seemed to work just fine during the imports. Has anyone seen this in their patching? Thanks, Troy No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.2/894 - Release Date: 7/10/2007 5:44 PM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
