Matt, I found out that this letter was sent out by BMC and that Remedy had no knowledge of it. This seems to possibly be a BMC sales ploy. I have sent a copy of the letter to someone at Remedy. They had never seen it before, but they have assured me that what the compatibility matrix states is accurate. The only remaining question that I have about the letter though is the timeline. The letter states that you have until June 30, 2007 to upgrade to SLM from SLA for free or you must purchase the license which is I believe $40,000.
Ed -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Matthew (Melbourne) Sent: Wednesday, August 02, 2006 8:11 PM To: [email protected] Subject: Re: SLA on ARS 7.0 Thanks Ed, The SLA 6 - SLM 7 maintenance/upgrade transition aside, my immediate concern is confirming that SLA 6.0 won't actually function on an AR System 7.0 server. This is the part that contradicts the compatibility matrix (as of yesterday it still did anyway..). Generally the AR upgrades don't impact on application functionality or if they do this is supported and workarounds/minor impacts are covered in the documentation. In fact, the AR 7 documentation does include considerations for ITSM 6.0. We're not looking at an ITSM 7 upgrade just yet, we're happy with ITSM 6. But an upgrade to AR System 7.0 is definitely something we are looking to do before the end of the year. This could be a sticking point.... Matt -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ed White Sent: Wednesday, 2 August 2006 10:50 PM To: [email protected] Subject: Re: SLA on ARS 7.0 I submitted a ticket to Support. Here is what I submitted and the response that I got. Question: I just received a letter last week from BMC concerning the SLA application and ARS 7.0. The letter states that Remedy Service Level Agreements does not run on the new Action Request System 7.0 Platform. Is this true? The letter also states "Until June 30, 2007, you can replace current products and user licenses and we will waive the license fees". This means that I have to have a system that I cannot access right now to find out how it works because there is not sample data, validated and tested in three environments after an upgrade tool will be provided, who only knows when, and then take down my entire system and trust that when I upgrade a server and ITSM application at the same time(BMC requirement if I want to continue to have and SLA/SLM functionality) that everything is going to work just fine on BMC's word, and I have until June 30th to complete or risk a $40,000 SLM license fee. I just want to validate this before I go to my people in charge of money, who are already a bit upset with BMC because we were in the process of implementing change tasking and now are being told that the upgrade tool will not deal with it because a function that was part of the HD 6.0 will be looked at by the upgrade tool as a customization.----- Answer: Ed You are correct that the SLA key will not roll forward to 7.0. The new key is called Service Level Management that replaces the SLA key in version 6.0. If you want to upgrade your whole ITSM suite of keys then according to what we know that is correct you will need to pay for the SLM key. Kind regards, This letter also stated that you had to complete this process by June 30,2007 or you would have to pay for the SLM module (40,000). They would no longer allow a free upgrade. Not all of my questions were answered, especially in regard to what is included with the Upgrade tool. I will let you know what I find. Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Matthew (Melbourne) Sent: Wednesday, August 02, 2006 12:07 AM To: [email protected] Subject: Re: SLA on ARS 7.0 Very strange - SLA 6.0 is listed on the compatibility matrix as being fully compatible with AR System 7.0. Has anyone else received this letter? Matt -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma Sent: Wednesday, 2 August 2006 12:54 PM To: [email protected] Subject: Re: SLA on ARS 7.0 >From the letter I received, yes, you are interpreting it correctly. Terry -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ed White Sent: Tuesday, August 01, 2006 4:37 PM To: [email protected] Subject: SLA on ARS 7.0 Listers: Did anyone else receive the letter from BMC that states "Note to Remedy Customers: Remedy Service Level Agreements does not run on the new Action Request System 7.0 platform". If so am I interpreting this correctly to mean that if you use the ITSM suite along with SLA, in order to not have a disruption to your SLA functionality, you must upgrade the server version and migrate your ITSM application at the same time? Any insight or opinions on this I welcome. 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