Louise, the problem you reported is one of the reasons we're not going to install patch 5. I asked (after digging through the docs as best I could) for a list of what was added/modified/removed as a result of the patch, so that we could know what of our customizations might conflict with those. I was told that there was no list. I escalated to Engineering, which told me the same thing. Now we all know that there COULD be a list, so it's a matter of won't rather than can't at this point. In the meantime, the level of risk is an unknowable thing, and therefore we cannot install the patch.
Seems as though a product manager should understand issues of change and release management - in a real life environment - before asking customers to do something as silly as install a blind patch. If I am in charge of a Remedy application, and my admin says he wants to put a patch in, the first question I want to ask is "Why", and the second is "How will it affect what we already have?". That the person in charge of releasing this patch apparently couldn't anticipate such a question is troubling. I guess that's what happens when one rids oneself of the nuisance of the people that do understand such things, and replaces them with those that don't. As to the verification of what's been upgraded, if they are still creating html logs, those are the most reliable sources of information on the subject of success or failure of an installation or patch. Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine Sent: Wednesday, September 05, 2007 5:35 AM To: [email protected] Subject: the mystery of ITSM patch 5 This week I downloaded from the patches section the ITSM patch 5 installer, which is supposed to be one monolithic installer to patch all installed ITSM apps in one go. I ran this installer against a "latest version" ARS 7.0.1 patch 4 server. It would stop and hang and do nothing for hours, and finally I ran the installer with "force errors" and it ran for hours before it announced it had updated the CMDB, and shortly after the reboot, quit with a fatal error. There isn't any further information in the logs for this, and it had thrown 7 errors during the installation it did do. Now I have no way to tell whether my ITSM is patched, unpatched, dead, half dead, or just the CMDB got upgraded. Anyone else have any information on this ? The readmes on it are relatively uninformative. Regards, Louise van Hine KTSL, Limited ____________________________________________________________________________ ___ 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"
