The recoding only comes in when they completely revised the plumbing - like the CTM:People Search function, or the Progress Flow Bar on Incident. We have actually upgraded all test (and soon the pre-production environment) to 7.6.03, since they completely revised what views are on what forms and what code calls them in HPD:Help Desk and its dialog form, and CHG:Infrastructure Change and its dialog form; yes - they changed them significantly from 7.0 to 7.6, and changed them yet again in 7.6.03, and I only want to have to "fix" them once. The other driver was that we needed the User Tool to actually work reliably in Windows 7 Enterprise x64, and none of the 7.5 ones do through patch 6 (and NOBODY installs 32-bit Windows 7, so that argument from BMC support is just plain lame).
The biggest and most radical change is Remedy Knowledge Management 7.6.03... it installs on the AR server, not a web server (and no, they didn't point that out in the Install docs), and is now just another ARS app. That would have been good except that the damn thing no longer works in the User Tool properly (at least 7.2 could do that), and it also requires FTS on the server (which we have never installed since it was not licensed, until the RKM installer choked and died on the error). Our helpdesk is going to have to find a way to do their normal work in the User Tool (the mid-tier is hopeless in their opinion for having multiple tickets open at once), and still have to open a mid-tier session to access the RKM content. Besides the fact that licensing traps may actually prevent doing this on the same workstation, they may think it is too clumsy a way to work, so the whole 7.6.03 upgrade could get vetoed over the new problems in RKM. BMC isn't making any transition to any new version of their products easy... to many potholes in each road. We don't know yet (and neither does support) if the new RKM can properly index the RightAnswers content we have loaded on our 7.2 server; that could also be a show stopper. It took the new 64-bit arserver.exe well over an hour to index just a part of it at 30% CPU (yes, RKM is one more process like reconciliation to chew up CPU cycles on the AR Server), but it was not indexed in a useful manner. 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 Ramey, Anne Sent: Friday, September 24, 2010 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** Oh, and I'm correcting our customizations now. I've been pleasantly surprised so far at how that's going. I'm going to have to touch most of them, but it doesn't look like anything will have to be completely recoded. I haven't gotten very deep into the Atrium side yet (with respect to customizations). Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Wednesday, September 22, 2010 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6 Upgrade ** I would LOVE to know the process too. :-) What about customizations? CMDB? Or was this a vanilla upgrade? We are upgrading 7.1 to 7.6 on a dev machine in the morning and I am curious what is going to break/not come over, etc. Thanks, Jase On Wed, Sep 22, 2010 at 8:28 PM, Carin Grobler <remedy...@gmail.com<mailto:remedy...@gmail.com>> wrote: Anne, Care to share the process Carin _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug10 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are" _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"
