Hi Matt,
That pdf you refer to is included in the patch .RAR file. I did not see a doc
on what was updated on the CMDB, but the Problem and Incident Management doc
does contain a list of issues that are addressed, as well as objects that are
updated. However, that is not the documentation I really need. The
documentation needed is what happens when the errors occur? what do the error
messages mean? If I get a fatal error (as I did) after an apparent successful
installation of the CMDB portion and a reboot, do I run it again?
That is the type of information needed to really evaluate what happened with
this installer, adn I just... don't see it anywhere.
--
Regards,
Louise van Hine
KTSL Limited
[EMAIL PROTECTED]
Quoting Matt Reinfeldt <[EMAIL PROTECTED]>:
Rick,
There is a technical bulletin titled: "BMC Remedy IT Service Management 7.0
Patch 005: Describes how to install Patch 005 with ITSM applications that
have been customized." Or something to that effect... that may provide some
of the information you're looking for.
It can be obtained here:
http://www.bmc.com/supportu/documents/17/17/71717/71717.pdf (hopefully that
link works... If not, go into supportweb -> documentation -> BMC Remedy
Service Desk Application (v. 7.0.02))
Matt R.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, September 05, 2007 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: the mystery of ITSM patch 5
Louise, the problem you reported is one of the reasons we're not going to
install patch 5. I asked (after digging through the docs as best I could)
for a list of what was added/modified/removed as a result of the patch, so
that we could know what of our customizations might conflict with those. I
was told that there was no list. I escalated to Engineering, which told me
the same thing. Now we all know that there COULD be a list, so it's a
matter of won't rather than can't at this point. In the meantime, the level
of risk is an unknowable thing, and therefore we cannot install the patch.
Seems as though a product manager should understand issues of change and
release management - in a real life environment - before asking customers to
do something as silly as install a blind patch. If I am in charge of a
Remedy application, and my admin says he wants to put a patch in, the first
question I want to ask is "Why", and the second is "How will it affect what
we already have?". That the person in charge of releasing this patch
apparently couldn't anticipate such a question is troubling. I guess that's
what happens when one rids oneself of the nuisance of the people that do
understand such things, and replaces them with those that don't.
As to the verification of what's been upgraded, if they are still creating
html logs, those are the most reliable sources of information on the subject
of success or failure of an installation or patch.
Rick
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Wednesday, September 05, 2007 5:35 AM
To: arslist@ARSLIST.ORG
Subject: the mystery of ITSM patch 5
This week I downloaded from the patches section the ITSM patch 5 installer,
which is supposed to be one monolithic installer to patch all installed ITSM
apps in one go. I ran this installer against a "latest version" ARS 7.0.1
patch 4 server. It would stop and hang and do nothing for hours, and
finally I ran the installer with "force errors" and it ran for hours before
it announced it had updated the CMDB, and shortly after the reboot, quit
with a fatal error.
There isn't any further information in the logs for this, and it had
thrown 7 errors during the installation it did do. Now I have no way to
tell whether my ITSM is patched, unpatched, dead, half dead, or just the
CMDB got upgraded.
Anyone else have any information on this ? The readmes on it are relatively
uninformative.
Regards,
Louise van Hine
KTSL, Limited
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