Chris, Since you had a few comments about RKM 7.2 and the 'treats' it has to offer if you are upgrading from 7.1.01.001 to 7.2, I thought a little more information about this may be very useful to me. I have been over the past few weeks working on RKM 7.1. It seems to have limitations on what you can customize in terms of look and feel, I was given to understand by Remedy Support that RKM 7.2 would remove some of those limitations - so based on that information was wanting to suggest to my team to upgrade to RKM 7.2 whenever possible...
Can 7.2 be easily customized for e.g. to remove the default check on the Published and Drafts database when a user navigates to the Search navigation bar? I have looked hard to see if I could do that on 7.1 and failed to find the code that enables those checks by default.. Also I wanted to put a default check on the Right Answers database (which I have integrated with the ARS and ITSM apps). Putting these default checks is also not possible (according to Remedy Support) in version 7.1. Despite of them saying that I have independently tried to seek a way to do it but with no results. I was hoping to find a tag in one of those XML files that may do it but couldn't find any and I looked in every XML file there is to see. I even tried to modify the AL on Window open that sets a string with published and drafts as On and the general and cots as off. No results (so I am still wondering what that AL is for and what those values represent).. Remedy Support told me however that it will be possible to do that in version 7.2. Have you managed to do any of these kind of tasks in either of the versions? If so would you be kind enough to share that info on how to get it done? So far the only types of customizations that I have successfully managed to do is to customize the result lists on RKM by modifying the appropriate tags in the rkm_config.XML file... I'd also like to know a little more about the kind of difficulties you had in upgrading to version 7.2. Your views and experiences may be of benefit to me.. Thank you very much.. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, December 26, 2007 7:00 PM To: [email protected] Subject: Re: 7.1 upgrade? ** I would not be afraid of the AR Server 7.1 upgrade - I have run a number of them on my test setups and the AR Server portion is the least troublesome. You usually have to uninstall and reinstall AREmail and mid-tier, since they consistently screw themselves up if you try to do an upgrade/overwrite install. If you have Change Management installed, make sure that you do an overwrite/upgrade of the Approval Server - no NOT uninstall/reinstall it or you will toast your Change Management app. Most of my issues are still with the clients, such as the admin tool's inability to sync a large search database (large being any number, much less all, of the ITSM apps). You will want to use patch 1 to 7.1 for everything, although it does not fix everything that is wrong. My pre-production and development systems have been on 7.1 for quite some time now, and the AR Server is rock solid. The clients and supporting apps are a little more like loose gravel, but still better than 7.0.01. Speaking of upgrades, those of you looking to move RKM 7.1.01.001 or earlier to RKM 7.2 are in for a real "treat." I have wasted several days now fighting the upgrade, which is fairly complex and has several breaking points. It's almost a complete do-over on the RKM server (Tomcat and SearchServer can be left as they were) and the ITSM 7 integrations. It refused to upgrade the rkm database - I had to force it to basically do a new install of that. It does finally use the SQL Server 2005 JDBC driver, although you had to already have it in place on the tomcat server for it to finally make the connection. Now I have been tripped up by the new multi-tenancy capability for KB articles, which don't appear to want to convert since many of our company names in ITSM contain ampersands. It probably is just an error in their conversion utility, unless there is a prohibition against "&" in a company name that we have never read about, heard of, or experienced problems with during months and months of ITSM 7 testing. Anyway, RKM admins will want to approach 7.2 carefully. I am being stampeded into it because I _MUST_ lock down my installed code base now and start migrating customizations in order to be in production next month. Maybe I should have stuck with 7.1.01.001 (which worked fine) and waited to upgrade after implementation, but now that I have seen the "upgrade" sputter and fail, I'm probably better off to have it behind me... if I can get it there! Unhappy holidays, I'm afraid; pass some more rum and hold the egg nog, please. 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:[EMAIL PROTECTED] On Behalf Of Davies, J.T. Sent: Wednesday, December 26, 2007 10:55 AM To: [email protected] Subject: 7.1 upgrade? ** Hope everyone had a great holiday and didn't partake on too much rum and egg nog. I recall recent threads in the past regarding 7.1...some installations (and subsequent uninstallations) being performed to check out the new version...but nothing much since then. I have an open support issue on 7.0.1, and their "solution" is to upgrade to 7.1. Obviously, I'm hesitant to go that route due to the information posted here regarding new bugs and potential instability of 7.1. Have any of the patches for 7.1 made it more stable to even think about starting a plan to upgrade a production system? (starting with dev and qa, of course) Thanks! J.T. New Edge Networks An EarthLink company No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.17.9/1197 - Release Date: 12/25/2007 8:04 PM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
