I agree your instructions are incomplete although it's a basic rule that
when you delete a form all data goes with it.  Perhaps the tech
"ass-u-me-d" everyone knows this. 

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Monday, June 02, 2008 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier Issues Turn Into Gross BMC Incompetence

They need a Step 4a: "Make sure your company is equipped with a
defibrillator, as you will need this for coming back from a heart attack
from finding out that you've just deleted all your workflow" 


Lisa

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Paul Blasquez
Sent: Monday, June 02, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Midtier Issues Turn Into Gross BMC Incompetence

Hello,

I'm a little upset here, as I have received instructions from BMC, that
had I carried them out blindly on my production server, would have
completely wiped out any workflow and data I had not backed up, and with
no warning from BMC.  I would like to share these instructions here, and
get opinions as to whether I am totally misunderstanding the
instructions, or if I was given incomplete and dangerous instructions by
an incompetent BMC tech.

The problem was, originally, that when my form was called from the
midtier via a table or results list, the browser would display the form
as blank even though a specific request id was requested.  So, double
click the ticket, window opens, form is blank instead of filled in with
that ticket's contents. All workflow works fine in the user client.

So, after minor troubleshooting with BMC they finally request the .def
file, I send it.

They get back to me with the following instructions (object name
replaced by <FORM>):

1. Go to the Admin tool and open that form <FORM> and Save as that form
with the different name e.g. <FORM>-new 2. Rename original form <FORM>
to <FORM>-old 3. Now rename <FORM>-new to <FORM>.
4. Delete the form <FORM>
5. Rename <FORM>-old to <FORM>
6. Verify all the Active Links/Filters point to <FORM> 7. Export the
*.def file of <FORM> 8. Delete the form <FORM> 9. Create new form & name
it <FORM> 10. Verify all the Active Links/Filter point to <FORM>


Now the issue with this, and thank goodness I did this on my development
server first, is that at step 8, YOU DESTROY ALL YOUR DATA AND WORKFLOW.

Making steps 9 and 10 irrelevant.

Even given the fact that I could have implied that at step 7 I should
have exported the entire workflow for that form, there is still no step
that says back up your data, and there are no steps explaining importing
back your workflow and data.

Please give me your points of view on this situation because I am trying
to not write a scathing email or make a hostile phone call right now.
____________
Paul Blasquez
Senior Network Engineer/Remedy Developer | Desk - 408.360.5220 | Cell -
408.627.5714

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