I'm pretty sure you have to have ITSM upgraded prior to SRM, even if BMC doesn't officially say that. I don't recall what it is, but I think there is some field mapping change or something that would be different and limit the functionality. Then again, I could be wrong.
As far as BMC Documentation, we've had a good laugh around my office about it. I've had to make a guide to using RKM because BMC's documentation is not very good. Here's an example of how well documented the status transitions are: *In Progress - Initial status that is automatically assigned to all articles at the time of creation. Articles are visible only to the author until promoted to another status. *Draft - The first status in the workflow. *In Review - Typically the next step in the workflow. *Published - Statuses related to publishing articles. *Closed - Statuses related to closed articles. This is amazingly bad. On that same page, there's a hyperlink to take you to what you think is going to be more information, but instead it takes you to a link to teach you what the word Status means: "Statuses are used to denote the current phase of an article within the article's life cycle." Based on current documentation alone, I would say that someone with no experience of prior RKM versions would be able to use the current version. There are things like this all through BMC's wiki site. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Tuesday, January 14, 2014 11:49 AM To: arslist@ARSLIST.ORG Subject: Re: Upgrade from 7.6.4 to 8.1 ** If all I want to do is upgrade ARS and SRM from 7.6.4 to 8.X, does anyone have anything that is step by step on how it should be done. In the order it should be done. The most frustrating thing is the install of ITSM, you have to install everything in a specific order and BMC didn't provide the order list until someone on the list created it. You would think that since BMC makes this so freaking complicated now they would give us better instructions. ITSM 7.6.04 SP2 ARS 7.6.04 SP4 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org<mailto:claire.sanf...@memorialhermann.org> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, January 14, 2014 6:41 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Upgrade from 7.6.4 to 8.1 ** Just to add my $0.02, we're close to moving to 8.1 in production, although we're past the technical team testing phase and about to go to UAT. We did already get to 8.1 ARS in Production with ITSM 7.6.4 with no new problems so I can vouch for that as well. There seem to be a few really good "new" features that come with 8.1 (as opposed to 7.6.4, we bypassed 8.0), such as the new SRM, restoring the Categorization tabs, the rules based email engine, the automatic screen refreshes on Change Management when you go to a new phase, etc. Several of the same old bugs are still around though. Global Search is still 50% useless, the Mid Tier crashes Tomcat as frequently as it had before, and you still have to have your users clear their browser cache as often as Windows ME users have to reboot their PCs. Despite not fixing many defects, some of the new features make it worth upgrading just to have in place since the users are already used to Remedy's quirks. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, January 08, 2014 10:52 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Upgrade from 7.6.4 to 8.1 ** Hi, We are planning the upgrade from 7.6.4 to 8.1. Wondering what others have experienced with a 7.6.4 to 8x upgrade. Our company feels this upgrade is going to be "very difficult." We have never archived any data. There were over 100 hotfixes applied to 7.6.4. Besides the release notes, is there any documentation to help with this painful process :) Are there any gotchas? Recommendations? _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
