ARS has also benefited from the RKM move. There are new features and UI enhancements that were needed before RKM could be rebuilt on ARS. So yes there are technologies that might have the right/better strengths for web apps such as RKM however BMC is not opposed to adding functionality to the base AR System in order to convert apps to native AR apps when needed. In the end AR wins from the conversion, although I also acknowledge the lost of functionality of the rewritten RKM has had an impact on customers.
Now there is also the rumored rewrite of ARS into Java code. Since it is a major overhaul BMC may take this opportunity to fix/adjust things that were deemed to take too much effort to change in the past. They can adjust some of those deeply embedded things that seems like a really good idea at the time (assuming that such things exist). I suspect this change might also add a bit more of a native web app feel and functionality (since there will be no more User Tool to support). I am pretty sure they are aware of the "new" ITSM solutions that have entered the market since Remedy Corp. originally started to pioneer in this space and realize they can only throw so much paint on the old system to try and make it look as shiny and new as the competition's native web apps. Let's all just hope this transition also removes the need for Flash. Jason On Wed, Nov 2, 2011 at 10:06 AM, John Sundberg < [email protected]> wrote: > ** > ***Note to all -- WWRUG - is worth the price of admission... > > > > Dr. Strauss.... > > > An interesting thing -- you really benefit from going to WWRUG. > > > ARS is to be the center of everything... > > > My conversation with inside people were: > > They were so hell-bent on rewriting RKM in ARS they were willing to > sacrifice any functionality. > > > It was told - years ago -- that it would not work -- ARS cannot do what is > needed -- blah blah... > > > It fell on deaf ears... > > > Different technologies exist - not just to be different - but because they > have strengths - and cover other weaknesses. > > > It is wise to use a screwdriver for screws. > > It is wise to use a car for driving... > > > But to use a screwdriver as roller-skates -- is just crazy. > > > > > It goes back to sales and Nirvana -- wouldn't it be nice if everything > just worked together, wouldn't it be nice if your one person could support > all your IT processes, wouldn't it be nice if you only had one vendor to > work with... blah blah blah... > > > You feel stupid not buying into that -- as -- it would be nice... > > > > > > > > > Have fun storming the castle... > > > > > -John > > > > > On Nov 2, 2011, at 11:53 AM, strauss 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: > [email protected]] *On Behalf Of *Nathan Aker > *Sent:* Wednesday, November 02, 2011 11:31 AM > *To:* [email protected] > *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: > [email protected]] *On Behalf Of *patrick zandi > *Sent:* Wednesday, November 02, 2011 11:29 AM > *To:* [email protected] > *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 <[email protected]> > 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: > [email protected]] On Behalf Of strauss > Sent: Tuesday, November 01, 2011 8:28 PM > To: [email protected] > 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 <[email protected]<mailto:[email protected]>> > Reply-To: "[email protected]<mailto:[email protected]>" < > [email protected]<mailto:[email protected]>> > Date: Tue, 1 Nov 2011 17:54:37 -0500 > To: "[email protected]<mailto:[email protected]>" <[email protected] > <mailto:[email protected]>> > 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:[email protected]] > > _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"_ > > -- > John Sundberg > > Save the Date! First Annual KEG - Kinetic Enthusiasts Group > Feb. 29th - Mar. 2nd 2012 in Denver CO > > For more information click here - > KEG<http://www.kineticdata.com/Events/KEG.html> > > Kinetic Data, Inc. > "Building a Better Service Experience" > Recipient of: > * > * > WWRUG10 Best Customer Service/Support Award > WWRUG09 Innovator of the Year Award > > [email protected] > 651.556.0930 I www.kineticdata.com > > > > > > > > > > > _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"
