We have helped a lot of organizations implement RKM. Like Joe says it is a fairly simple application. You just need a basic knowledge of XML to configure it. We have also found that a best practices approach (KCS) to using RKM is the way to go.
Alan Blake Knowlysis _____ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, March 03, 2009 9:03 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Knowledge Management application (U) Sandra, Insist on Carrie Rodrigues from BMC Remedy Support for stuff regarding RKM.. She knows her stuff as she is a SME as far as RKM is concerned. Besides once you get to know the application its not so hard to work with it. Its a fairly simple application, with most of its configurations and customizations done with simple tweaks in the configuration files and the other xml templates within the application. Joe _____ From: "Hennigan, Sandra H CTR OSD-CIO" <sandra.hennigan....@osd.mil> To: arslist@ARSLIST.ORG Sent: Tuesday, March 3, 2009 10:43:13 AM Subject: Re: Remedy Knowledge Management application (U) UNCLASSIFIED Thank you and Alan Blake for your response. Now why couldn't BMC just tell me that? Sandra Hennigan Remedy Developer OSD CIO - Current Operations Division Work Phone: 703-601-0789 FAX: 703-602-2150 Location: CG1, 920 Arlington, VA. E-Mail: sandra.hennigan....@osd.mil -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, March 03, 2009 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Knowledge Management application (U) ** Sandra, The Remedy Knowledge Management Application is fairly independent of the AR System application and can be installed as a standalone as well as use Remedy for authentication. You might have to tweak the integration piece to the Helpdesk application to make it work for 5.5, but it should be possible. The integration piece for the application is a semi manual process for 7 anyways as you have to manually create the fields and tabs necessary for the integration, giving it the necessary field ID's manually. I do not see why this process will not work on 5.5. In fact the earlier release of RKM (version 7.0 and its patches before 7.2 did to the best of my knowledge say that they could be integrated to helpdesk 5.5) Hope this helps.. Cheers Joe _____ From: "Hennigan, Sandra H CTR OSD-CIO" <sandra.hennigan....@osd.mil> To: arslist@ARSLIST.ORG Sent: Tuesday, March 3, 2009 10:15:58 AM Subject: Remedy Knowledge Management application (U) UNCLASSIFIED Our upgrade to v 7x project is more that six months to production. We have been asked to fast-track the Remedy Knowledge Management application for our current installs. Current production environment: Windows server 2003 SQL 2000 ARS 6.3 patch 21 Help Desk 5.5 SLA 5 JAVA 2, SE v1.4.2_17 ServletExec 5.0 BMC only has Remedy Knowledge Management application 7.2 available for download and we are not on the compatibility matrix for that install. Ideas and suggestions most welcome. Thanks! Sandra Hennigan __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
