Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
Tim, I will give you an account of what I have been through. We did the same thing as you going from 7.0 to 7.1 and we have 6 different environments that I did this on. It really depends on how you did your customizations because when a AL comes in from the patch it will overwrite what is OOB. So for example if you took an AL that was OOB and renamed it as your own and then made your changes and disabled the OOB one then all the patch would do is come through and re-enable the OOB one. So you would just have to disable the OOB one as well. Now if you just changed the OOB AL and did not rename it then the patch is going to blow out your changes. As for the forms, I was told by BMC and we experienced the same thing that if you add a custom field to a OOB form and do not use their range then you should be fine. We had the same experience in that all the fields we added where there and did not get deleted, however sometimes the patch does take them out of the view so change that before you start freaking out. So basically what we did after the patches is went through and did extensive testing on what the patch changed and then when we went to production we had a def file of all the stuff we needed to change back. Import the patch and then import the changes and we were good to go. It was actually easy doing in production but that was because we did a lot of testing. I did notice the most annoying thing was that the patch change permissions we added to OOB forms. Like the user form. We made it public read and every time we run a patch it seems like it removes that permission, but again those are the things we found out during testing. All in all I do not think it was too bad but again that depends on your development standards and how you change OOB forms and workflow. Let me know if I can be of anymore help. Kevin Begosh, RSP 301-791-3540 Phone 410-422-3623 Cell From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Tuesday, June 09, 2009 4:36 PM To: arslist@ARSLIST.ORG Subject: Looking for best way to upgrade from 7.0.1 to 7.1.0 Importance: High ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
We just completed patching production from ITSM 7.0.03.007 to 009 last weekend. I rehearsed this on development several times, and the key is to identify all of the things that you will have to do afterwards on your test runs, and have them in a checklist with supporting def files beforehand. It gets _much_ more complicated if you also have to reapply an add-on patch like 9002 (we had to) or 9004 afterwards (our experience with 9002 caused us to avoid 9004). If you have a lot of custom fields, at a minimum they are going to get dropped off the updated form views and have to be added back... Migrator is THE best way to handle this chore, as well as any fields you moved, resized, or un-hid (we have some of all three on HPD:Help Desk). You will also find it necessary to review all of the workflow (ALs, Filters, both kinds of Guides, even Menus) the you had disabled and replaced with custom objects for _changes_ made by the patch. I found several where I had to modify my custom objects to incorporate changes (new Set Field or Change Field actions, or qualifications, or mappings On Open or On Close) made by the patch to the OOTB object, and of course re-disable the OOTB object. [example: Active Link INT:HPDTMS:INC:CreateNewTaskOpenTAS] This is the other place that Migrator will help you - identifying the workflow that the patch has changed that might affect your customizations. When we started testing, we were planning to add Asset Management to our system, which comes in at patch 003 and requires that you re-run patch 007 to bring it up even to the other apps (we went live on patch 007 in May 2008), which also reapplies 007 to your existing apps and wipes out their customizations. In this scenario, I had several hours of cleanup work to do plus the down time of installing Asset, and when we failed to acquire Asset I was able to drop this requirement. The problem is that patch 007 (and earlier) all may have devastating effects on your customizations since they overwrite some forms rather than update them, and replace a lot of form views. They also replaced a number of Report records with ones that have incorrect or NULL Locale information - I usually have to go back and re-set them to en_US manually. Patches 008 and 009 are much more benign by comparison, but they do include a complete re-design of the CTM:People Search form and several others to use external qualifications. It is an improvement, but it forced me to re-develop our customizations to that module completely. On the AR Server side, we originally rehearsed patching from ARS 7.1.00.002 to 006, and found that the main changes that affected our customizations were to the Password Management subsystem. For now I plan to leave it at 7.1.00.002 since I _supposedly_ can upgrade directly from 7.1.00.002 to 7.5.00.001. We'll see if that actually works. If you have Remedy Knowledge Management installed (which is a completely manual integration), patches before 008 would damage it, and 9002 would wipe it out completely. Nice to see that the BMC developers coordinated their patches so well with each other. Also, remember to flush your mid-tier cache after the patching process is complete and force a new pre-fetch of the updated applications. 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 Tim Rondeau Sent: Tuesday, June 09, 2009 5:36 PM To: arslist@ARSLIST.ORG Subject: Looking for best way to upgrade from 7.0.1 to 7.1.0 Importance: High ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
Hire a consultant that has done it before:) On Wed, 10 Jun 2009 10:55:59 -0500, strauss wrote We just completed patching production from ITSM 7.0.03.007 to 009 last weekend. I rehearsed this on development several times, and the key is to identify all of the things that you will have to do afterwards on your test runs, and have them in a checklist with supporting def files beforehand. It gets _much_ more complicated if you also have to reapply an add-on patch like 9002 (we had to) or 9004 afterwards (our experience with 9002 caused us to avoid 9004). If you have a lot of custom fields, at a minimum they are going to get dropped off the updated form views and have to be added back... Migrator is THE best way to handle this chore, as well as any fields you moved, resized, or un-hid (we have some of all three on HPD:Help Desk). You will also find it necessary to review all of the workflow (ALs, Filters, both kinds of Guides, even Menus) the you had disabled and replaced with custom objects for _changes_ made by the patch. I found several where I had to modify my custom objects to incorporate changes (new Set Field or Change Field actions, or qualifications, or mappings On Open or On Close) made by the patch to the OOTB object, and of course re-disable the OOTB object. [example: Active Link INT:HPDTMS:INC:CreateNewTaskOpenTAS] This is the other place that Migrator will help you - identifying the workflow that the patch has changed that might affect your customizations. When we started testing, we were planning to add Asset Management to our system, which comes in at patch 003 and requires that you re-run patch 007 to bring it up even to the other apps (we went live on patch 007 in May 2008), which also reapplies 007 to your existing apps and wipes out their customizations. In this scenario, I had several hours of cleanup work to do plus the down time of installing Asset, and when we failed to acquire Asset I was able to drop this requirement. The problem is that patch 007 (and earlier) all may have devastating effects on your customizations since they overwrite some forms rather than update them, and replace a lot of form views. They also replaced a number of Report records with ones that have incorrect or NULL Locale information - I usually have to go back and re-set them to en_US manually. Patches 008 and 009 are much more benign by comparison, but they do include a complete re-design of the CTM:People Search form and several others to use external qualifications. It is an improvement, but it forced me to re- develop our customizations to that module completely. On the AR Server side, we originally rehearsed patching from ARS 7.1.00.002 to 006, and found that the main changes that affected our customizations were to the Password Management subsystem. For now I plan to leave it at 7.1.00.002 since I _supposedly_ can upgrade directly from 7.1.00.002 to 7.5.00.001. We'll see if that actually works. If you have Remedy Knowledge Management installed (which is a completely manual integration), patches before 008 would damage it, and 9002 would wipe it out completely. Nice to see that the BMC developers coordinated their patches so well with each other. Also, remember to flush your mid-tier cache after the patching process is complete and force a new pre-fetch of the updated applications. 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 Tim Rondeau Sent: Tuesday, June 09, 2009 5:36 PM To: arslist@ARSLIST.ORG Subject: Looking for best way to upgrade from 7.0.1 to 7.1.0 Importance: High ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2 upgrade to 7.0.3 patch 7 Problem - 7.0.2 upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _ __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are -- Open
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
That would make a lot of sense if the consultant had done your customizations for you. Otherwise, not quite so much. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of dcharters Sent: Wednesday, June 10, 2009 12:21 PM To: arslist@ARSLIST.ORG Subject: Re: Looking for best way to upgrade from 7.0.1 to 7.1.0 Hire a consultant that has done it before:) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Looking for best way to upgrade from 7.0.1 to 7.1.0
Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
If you have customized and forms or work flow from the OOB applications it is my understanding that you need to re-import your forms, work flow and data. I do not use OOB applications but I have seen enough postings. HTH, Roger A. Nall Manager Service Assurance/National Applications T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Tuesday, June 09, 2009 5:36 PM To: arslist@ARSLIST.ORG Subject: Looking for best way to upgrade from 7.0.1 to 7.1.0 Importance: High ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
Tim, The issue will be the plugins. There were some major changes between patch 2 and patch 3 (or 4). From the app side, the data should be ok, however, off the top of my head I can not think of anything. Good luck, Howard On Tue, Jun 9, 2009 at 6:35 PM, Tim Rondeau timothy.rond...@phaseforward.com wrote: ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Looking for best way to upgrade from 7.0.1 to 7.1.0
Actually, starting with patch 003 or 004 (I think the latter), BMC changed its strategy for updating patched forms in ITSM. The new patches replace the existing form with their patched version rather than just updating the existing form. This means that any additional fields that you have added will be deleted from the form, and any data in those fields will be lost. If you've added any custom fields, you will first need to export your data and customizations, then apply the patch, reapply your customizations and reimport the values for your custom fields. As a matter of course, all customized (e.g., disabled OOB workflow) must be verified after any patch activity to verify that it has not been changed by the patch. That is true of any patch, not just the ITSM patches (although, you can often narrow down what workflow to verify by the subsystem or application it belongs to and what's being patched). Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Tuesday, June 09, 2009 5:07 PM To: arslist@ARSLIST.ORG Subject: Re: Looking for best way to upgrade from 7.0.1 to 7.1.0 ** Tim, The issue will be the plugins. There were some major changes between patch 2 and patch 3 (or 4). From the app side, the data should be ok, however, off the top of my head I can not think of anything. Good luck, Howard On Tue, Jun 9, 2009 at 6:35 PM, Tim Rondeau timothy.rond...@phaseforward.commailto:timothy.rond...@phaseforward.com wrote: ** Hi, Attempting to upgrade from 7.0.1 patch 2 to 7.1 patch 7 Basically we have: Arserver - 7.0.1 patch 2 upgrade to 7.1 patch 7 Approver - 7.0.1upgrade to 7.1 patch 7 Change - 7.0.2 upgrade to 7.0.3 patch 7 Incident - 7.0.2upgrade to 7.0.3 patch 7 Problem - 7.0.2upgrade to 7.0.3 patch 7 So I did upgrade/patch Arserver/Approval/assignment/Change/Incident/Problem and my forms got overwritten and workflow I have shut off is back on. So do I need to reimport my forms and workflow? This is all on Windows 2003 running SQL 2005. Looking for others that have upgraded ITSM module and what they have done. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
