was he also saying "*Ay, ay, ay, ay! " * On Wed, Nov 2, 2011 at 12:53 PM, strauss <stra...@unt.edu> wrote:
> ** > > When you offshore the design team and they do not have any insight into > the design of the previous versions, and don’t find out from support how > the old version is actually being used by customers, than you get back a > completely different product; BMC should have renamed it so that we would > expect no correlation between it and previous versions. That’s just my own > assessment of what the underlying problems are or were. I’m guessing that > the design team met the specs that they were given for comprehensive > version control and access security, and integration with SRM? (which we do > not use), but the result is a completely different product that bears no > relation to the previous RKM and actually has lost some of its capabilities. > **** > > ** ** > > In our case, the last straw was its inability to display any of the > results of a search in Safari (and chrome which uses the same engine), at > which point our helpdesk manager/knowledge manager threw up his hands and > required us to keep RKM 7.2 in production.**** > > ** ** > > 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: > arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker > *Sent:* Wednesday, November 02, 2011 11:31 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Direct Access URLs in RKM 7.6.04**** > > ** ** > > ** **** > > BMC’s new motto: “You think you hate it now, but wait until you use it…”* > *** > > ** ** > > *Nathan Aker* > ITSM Solution Architect**** > > *McAfee, Inc.* > Direct: 972.963.7611**** > > Mobile: 469.644.7402**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi > *Sent:* Wednesday, November 02, 2011 11:29 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Direct Access URLs in RKM 7.6.04**** > > ** ** > > ** Remedy's old motto: You cannot prevent change, but you can adapt > I do not know what the current one is? > > we can say the old one does not apply.**** > > On Wed, Nov 2, 2011 at 12:19 PM, Nathan Aker <nathan_a...@mcafee.com> > wrote:**** > > ..... Wow. This is such a stupid design I can hardly fathom. I'm > speechless.... > > We have the very same needs as you describe. We have built a lot of our > SRM services with pointers to knowledge articles to provide a more logical > interface than the 7.6.x SRM can provide with the separate knowledge > search. Additionally we have references in other Non-Remedy knowledge > sources. > > Thanks Dr. Strauss, very detailed response as usual.**** > > > Nathan Aker > ITSM Solution Architect > McAfee, Inc.**** > > Direct: 972.963.7611 > Mobile: 469.644.7402**** > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of strauss > Sent: Tuesday, November 01, 2011 8:28 PM > To: arslist@ARSLIST.ORG > Subject: Re: Direct Access URLs in RKM 7.6.04 > > The good news: the direct URL to the article is actually stored in a field > in the article - do a report to see it. But there's bad news - there is a > separate, different, direct URL to each version of the article. > > The bad news: an idiot designed this thing. There is a VERY involved and > seemingly effective versioning system that upon each edit flags the old > version of the article obsolete and creates a new one. That means that if > you send out a link to the article to a customer, then notice something > that needs updating and make the change, you just made the link that you > sent to the customer obsolete. It goes to the old article and throws an > error at the customer when they use it. Brilliant. Now, they created a > surrogate record with an abbreviated KB article ID to display in the > console that keeps track of the current version of the article, so that > when you open it from the console or from a search you will get the current > version. So the console works, and live searches work, but any link you > send out will become obsolete after the next update. Since we have direct > links to our RKM 7.2 articles embedded in an FAQ page in the helpdesk web, > and in Kinetic Request service items, and these links cannot be allowed to > become obsolete, we gave up on RKM 7.6.04 and kept our 7.2 system in > production. > > In theory, the new "direct URL" to a kb article should either point at the > surrogate record used in the console, or be constructed as a live search > that will return the current version of the article at any point in time. > That is not documented or demonstrated, and we ran out of time to figure > it out ourselves (if it is even possible) before our ITSM 7.6.04 system had > to go live. Unless they make corrections to this deficiency in their > design, the only path that we are left will probably be via a live search, > which will require us to completely change how we use the application. In > our case, it's on the back burner for now; it may be just one more nail in > the coffin. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center http://itsm.unt.edu/ > > From: Nathan Aker <nathan_a...@mcafee.com<mailto:nathan_a...@mcafee.com>> > Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" < > arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> > Date: Tue, 1 Nov 2011 17:54:37 -0500 > To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" <arslist@ARSLIST.ORG > <mailto:arslist@ARSLIST.ORG>> > Subject: Direct Access URLs in RKM 7.6.04 > > ** > Listers, has anyone else found a way in the newly architected RKM 7.6.04 > to determine the direct URL to a knowledge article to open a specific > article in display view? Our use case is simple, users can search for > knowledge and view articles by clicking on the results list. But if I have > an article that I want to send to someone, we can't find a way to get the > URL directly to that article to send to someone or reference within another > article. This was simple in previous versions of RKM but we're having much > difficulty due to the intricacies introduced with the new landing page and > the fact that embedded document id in the URL are not working in giving us > a way to directly open one particular article via URL. Anyone encountered? > We've tried the following unsuccessfully as an example: > > > http://<servername>/arsys/forms/<servername>/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005<http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005<http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005%3chttp://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005> > > > > Anyone cracked this code? > > Nathan Aker > ITSM Solution Architect > > McAfee, Inc. > 5000 Headquarters Drive > Plano, TX 75024 > > Direct: 972.963.7611 > Mobile: 469.644.7402 > Web:www.mcafee.com< > http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com > > > > [cid:image001.jpg@01CC98BC.52E6C1F0] > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 > www.wwrug12.com ARSList: "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"**** > > > > > -- > Patrick Zandi > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ **** > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ > -- Patrick Zandi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
