Richard, Some comments ...(from a consultant prospective) ARServer is the "OS". From there, you install applications, just like ms office. In the old days, remedy shipped a rough helpdesk apps, but not anymore. See the remedy compatibility matrix to understand what applications are supported be which version of remedy. There are issues. Try to distinguish the Server from the Applications. It helps reduce the confusion as to the question and its context. You are faced with essentially two options: move to ARS server 7.1 with your old applications or move to ARS server 7.1 with 7.1 applications. Migrating your apps to a 7.1 Server base, is an upgrade that is feasible, but at best a stopgap measure (IMO). Re-engineer your system to 7.1 Server and Applications is a major undertaking. It is incredibly complex and not easily modified. You can do this yourself but it will take time and expertise. I strongly recommend you take the Admin 3 and ITSM application courses, in either case. Plan on it taking 6 months to a year (Conservative). It is hard to really define this well and mileage varies with requirements. Plan on ITSM/Server being a full time job for one or more people. You may get lucky here. As Roger said, TEST, TEST, and TEST. John Rosquist Windward
----- Original Message ---- From: Richard Copits <[EMAIL PROTECTED]> To: [email protected] Sent: Friday, February 1, 2008 9:36:07 AM Subject: Re: Remedy Version 7.... ** Thank you. Maybe I’m confused…. we currently have ARS 6.03 with ARServer 6.03 I believe (I’m new to all of this…) They are using the help desk application which has been pretty extensively customized. We use the Mid-tier software for web access by users. If we install ARserver 7.x, does it come with the help desk set of modules – which we’d have to customize like we did with 6.x or has the help desk feature been “absorbed/bundled” into the ITIL Service Desk application? We’re a State Organization and were just presented with the “opportunity” to plan the possible upgrade of the existing Remedy system (server and help desk application) to version 7 so I’m still trying to figure out/sort out what goes with what/what runs on what, etc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 01, 2008 9:25 AM To: [email protected] Subject: Re: Remedy Version 7.... ** Hello Richard, First of all welcome to the List. We all hope you will enjoy your experience with this group. Now that we have the niceties out of the way we can get to your questions. I am certain that you will receive many replies to your email. Unfortunately because this is your first posting there is some basic information that will help everyone in trying to give you a helpful answer. When posting a request to the list you should include the following information: ARS Version Mid-Tier Version (if appropriate) DB and Version OS Version OOB Application Version (if appropriate) Now as to your specific questions: Which version of 7 are you talking about, 7.0, 7.01, or 7.1? Training is good but may not be necessary. It depends on your ability to grasp the material from a manual. That depends on the size of you system. Personally it is a full time job here at T-Mobile. Again that depends on a whole set of factors. If you are talking about ITSM the frustration level can be high. There is a world of difference between ITSM v6x and 7x. Again it depends on your system and budget. I have not personally worked with 7.1 at all so I can not speak to that version. I can only say that there are major changes between 7.0x and 7.1 especially to the admin interface. There are many of us who have our own set of processes that we use when a new version is released so you will get many opinions. Here is my philosophy: Never upgrade to the current Major version when it is released. Too many bugs in my opinion. Wait for the first feature patch version. Don’t be in hurry to install a bug patch as soon as it is released unless you are experiencing issues which the patch addresses. In other words, if it ain’t broke don’t fix it. Test, test, test and test some more Hopefully this will help. It is early in the day but I would expect this to generate a lot of replies. Good luck. Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 01, 2008 8:45 AM To: [email protected] Subject: Remedy Version 7.... I’m new to the list and would like to ask some questions. Replies can be sent offlist if you wish…. We have Remedy 6.x and have been asked to evaluate version 7. My questions are: 1. How long did it take you to bring up version 7? 2. Did you have to go to training to effectively implement it? 3. Is administering it day to day a part or full time task? 4. What is the most frustrating aspect of version 7 5. Did you have to have an external consultant to install and configure it 6. As a newbie, what would you warn me about when it comes to version 7 Thanks for any answers you may want to share… Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. 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