We just completed patching production from ITSM 7.0.03.007 to 009 last weekend. I rehearsed this on development several times, and the key is to identify all of the things that you will have to do afterwards on your test runs, and have them in a checklist with supporting def files beforehand. It gets _much_ more complicated if you also have to reapply an add-on patch like 9002 (we had to) or 9004 afterwards (our experience with 9002 caused us to avoid 9004). If you have a lot of custom fields, at a minimum they are going to get dropped off the updated form views and have to be added back... Migrator is THE best way to handle this chore, as well as any fields you moved, resized, or un-hid (we have some of all three on HPD:Help Desk). You will also find it necessary to review all of the workflow (ALs, Filters, both kinds of Guides, even Menus) the you had disabled and replaced with custom objects for _changes_ made by the patch. I found several where I had to modify my custom objects to incorporate changes (new Set Field or Change Field actions, or qualifications, or mappings On Open or On Close) made by the patch to the OOTB object, and of course re-disable the OOTB object. [example: Active Link INT:HPDTMS:INC:CreateNewTaskOpenTAS] This is the other place that Migrator will help you - identifying the workflow that the patch has changed that might affect your customizations.
When we started testing, we were planning to add Asset Management to our system, which comes in at patch 003 and requires that you re-run patch 007 to bring it up even to the other apps (we went live on patch 007 in May 2008), which also reapplies 007 to your existing apps and wipes out their customizations. In this scenario, I had several hours of cleanup work to do plus the down time of installing Asset, and when we failed to acquire Asset I was able to drop this requirement. The problem is that patch 007 (and earlier) all may have devastating effects on your customizations since they overwrite some forms rather than update them, and replace a lot of form views. They also replaced a number of Report records with ones that have incorrect or NULL Locale information - I usually have to go back and re-set them to en_US manually. Patches 008 and 009 are much more benign by comparison, but they do include a complete re-design of the CTM:People Search form and several others to use external qualifications. It is an improvement, but it forced me to re-develop our customizations to that module completely. On the AR Server side, we originally rehearsed patching from ARS 7.1.00.002 to 006, and found that the main changes that affected our customizations were to the Password Management subsystem. For now I plan to leave it at 7.1.00.002 since I _supposedly_ can upgrade directly from 7.1.00.002 to 7.5.00.001. We'll see if that actually works. If you have Remedy Knowledge Management installed (which is a completely manual integration), patches before 008 would "damage" it, and 9002 would wipe it out completely. Nice to see that the BMC developers coordinated their patches so well with each other. Also, remember to flush your mid-tier cache after the patching process is complete and force a new pre-fetch of the updated applications. 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:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Tuesday, June 09, 2009 5:36 PM To: arslist@ARSLIST.ORG Subject: Looking for best way to upgrade from 7.0.1 to 7.1.0 Importance: High ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1 upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2 upgrade to 7.0.3 patch 7 Problem - 7.0.2 upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
