I define VERY compelling as many of the current problems we have encountered with the ITSM 7 suite patch 003 that have caused me to defer implementation until they are fixed; I am hoping that patch 004 will fix some of them, but I won't believe it until we install it and test it again with live users. Until then, the application suite simply is not ready for production use, and I refuse to inflict it upon people who are trying to get real work done (and succeeding today with ITSM 5.5.1).
The way the patches work will continue to endanger any customizations, and there will have to be some before we can put it into production since the customer search dialogs fail to follow even previous ITSM apps, and do not provide for searches on the login name - our key identifier for who the customer is. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, May 07, 2007 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 Lovely. I think it's time for someone with a big thinking cap at BMC to take a bit of time to think up and implement a patch process that customers WANT to follow; one that is worth the investment of time and effort. The current one doesn't have any sane person doing handsprings in the hallways. Maybe they're hamstrung by some flaws in the application architecture, but that shouldn't be the customer's problem to deal with. I just installed patch 3, and would have to see a VERY compelling reason to patch further. Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, May 07, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0.x Patch 004 Has anyone seen or heard anything further on the patch 004 developed for Change Management 7.x and the Service Desk 7.x applications? The technical bulletins went out last Wednesday, and are available on SupportWeb under documentation, but the patches themselves have yet to appear in the "Patch Downloads for BMC Remedy Products" interface. Rooting around in the ftp paths I found their files dated 4-18-2007, and the readme's indicate that they will be rather involved to install, with the added attraction of destroying the incident management task template add-on (which has a serious flaw, anyway) and I have to assume that they will also wipe out the Remedy Knowledge Management integrations that I have had to add manually to the incident, problem, and service request forms. Seems like these application patches break as much as they fix, in their current incarnations. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
