Some of it has to do with the fact that the patch does not comply with the current patching model, and that its automated installer will destroy any changes you have made to the HPD:Help Desk form prior to running it, including the integration of another BMC application (supposedly), Remedy Knowledge Management. Basically, they still have not gotten their own patches and integrations to stop clobbering each other when you install them. The only problem with the template add-on that needed to be fixed (besides the entire installation process) to my knowledge was the menu for the TMS:TemplateSelection form, where patch 9002 broke the selector if you had Change Management installed. I opened an issue with this in Feb 2007, and they gave me a workaround (below) to the defect in March of 2007, so they have obviously not had enough time to fix it permanently: ============= The following workaround could be done until defect SW00261443 is fixed and released as revision 2 to Patch 9002. The original menu TMS:TIC:ApplicationName that was associated to field Category (10007101) of form TMS:TemplateSelection could be re-attached to this field. However this will expose all integrating applications on the Category menu (IM, CM) so end users would have to be cautioned about using relevant categories so they do not attach an Incident Template to a Change template and vice versa. The new menu TMS:TIC:ApplicationFormName introduced in Patch 9002 will be fixed to work with all integrating applications. It will show the Category matching the calling integrating application plus Task Management System, this worked for the IM integration but not correctly for the CM integration. ============= At this rate, they will release a new version of ITSM before they ever fix this problem in ITSM 7.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, March 03, 2008 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 7/IM with Task Templates (Patch 9002) ** Chris, Thanks. The first time I installed it I used the manual method. But I've used the automatic version, on a non-customized IM installation, with success as well. I'm just curious as to what this Task Template Add-On "Hotfix" is supposed to be and if there is something crucial missing from 9002. --- J.T. Shyman _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, March 03, 2008 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 7/IM with Task Templates (Patch 9002) You just have to manually install the 9002 patch again after installing the ITSM Patch 007 - they overwrite the views so you end up with a mixture of fields from both sources, and the redefined primary tablefield z2TH_TasksTaskGroups is reset to fill the entire tab again. When I tested the automatic installer for 9002 early last year (and it has NOT been updated), it was such a POS that I cannot recommend using it, so follow the manual instructions. The two patch installation methods will not create the same permissions for the application on the server. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, March 03, 2008 11:49 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0.x Patch 7/IM with Task Templates (Patch 9002) ** The Read Me for ITSM 7.0.x Patch 7 contains the following note: Do not install BMC Remedy Incident Management Patch 007 (Patch 007) if you are running an English language version of the Task Template Add-On (Patch 9002) until the BMC Remedy Task Template Add-On hotfix is available. A technical bulletin will be released to announce the availability of the hotfix. The add-on loses some of its UI features when you apply Patch 007. To restore these features, you must run the BMC Remedy Task Template Add-On hotfix after installing Patch 007. You must also run the hotfix installer after reinstalling Patch 007 at any time. Unfortunately, we're looking to deploy patch 7 as it corrects some issues with the task system in IM that we are experiencing. However, this note makes me think that we could install patch 7 and then lose task template functionality in IM until the Task Template Add-On hotfix is released...no date on that yet. Has anyone using Task Templates in IM upgraded IM to Patch 7? If so, would you share your experiences? Thanks! --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
