It's a bit of an undertaking. First off, you should make sure that your hardware can handle the demands of the newer version or that you can obtains beefier servers. Then you'll need a learning curve for both yourself and your company to learn how tickets are handled in 7.6. Also you're going from a flat asset to a full CMDB with relationship and classes. It's worthwhile to make the move, just understand that you have a bit of work to do. Set up a test environment and play with it. If you haven't had exposure to the later versions of Remedy, you may want to consider consultants. It would make the transition much easier. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701
>>> remedyr...@gmail.com 05/17/10 1:52 PM >>> ** What if you went to ITSM 7.6, and used the Best Practice view? It's pretty simple to use. Worst case - you create another view that mimics the look and feel of the 5.6 application you presently have, and the users continue to use that. But I would only do that if there was a sustained, long-term backlash against the 7.6 BP view that could not be addressed any other way. I have upgraded HD 5.x to ARS 7.1, and the compatibility matrix says that it is supported on 7.5. I had some minor problems with data imports, you might as well if you are including Assets, which would, in an upgrade, need to go into the CMDB. Apart from that, nothing I couldn't overcome in a few hours of tweaking data. Rick On Mon, May 17, 2010 at 10:32 AM, Brad Terhune <brad.terh...@live.com> wrote: ** Hey everyone.I am currently running ARS 6.3 (with some patching) and the Helpdesk 5.6 forms. Remember those? I like them. They work wonderfully for us.The server is Windows Server 2003 R2 and the database is remote and Oracle. -Anyway, I am currently buying maintenance and support from BMC. I was told that in order to stay within the realms of support I would need to upgrade ARS to 7.5.-Has anyone else done that using Helpdesk 5.6 with any measure of success? -Also, has anyone moved away from Helpdesk 5.6 to a different, "out of the box" Helpdesk from BMC? What do you think about it? Sorry for such broad questions, but I really would like to know if my present system is sustainable. If not, I'd like to hear what other people on the list tried that worked (or did not work)? Thank you, Brad terhunebrad.terh...@live.comuniversity of Tennessee Health Science CenterMemphis, TN _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
