We have a development environment at this customer site but their policies do not let us 'try' a new version for the sake of trying it. So until they do decide they have the time (and money) to go upto 7.2, I cannot try it, unless we come across something that's a show stopper in 7.1, and that is resolved in 7.2. So far that hasn't really happened.
I actually had better luck with using Right Answers, I did have a call with Remedy about it and when they gave me a doc on how to do it, I pretty much had no problems using those instructions.. There was a small bug on one of their documentations, but managed to work around that myself without their help.. If you put all the files in the right places and tweak the .fte files and the KMS_config.xml file as required it works like a charm.. TIP: I do however prefer indexing the content using the Hummingbird administration console instead of the Remedy interface as I have seen Tomcat crash on me while indexing using the Remedy interface.. Hummingbird has pretty much worked for me even at a point when I had installed so much content from Right Answers that it took it about 4 hours to finish indexing the content.. This was the stage that Tomcat often crashed on me if I tried indexing the content from the RKM console.. I did need their help on other things though like customizing templates, customizing look and feel in terms of result lists, customizing statuses etc. But had no problems duplicating it in the end to end environment.. Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Friday, March 07, 2008 1:07 AM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch ** I'm hoping that it is a configuration setting that I missed since I am working on so many completely different systems and modules almost simultaneously. I'm mad that I didn't notice sooner, and I am not prepared to roll back to a 7.1 system since we have converted all of our content and linked it all as FAQs to our helpdesk web, and to some of our Kinetic Request Service Items. Since the self help portal works, and support staff can all log in, we will limp into production with this fault if we have to, but I'm hoping they find a fix for it (or a knob I did not turn in December when I installed it - which took a week and several support calls to accomplish). Do you have a dev server you can bring 7.2 up on to test in your environment? I would still do that, if I were you. There are improvements in 7.2 that you will want, but like every RKM release your install will probably fail initially. My experience has been that every new install or upgrade requires at least one webex with Darren to clean up all of the issues with stuff that's wrong in the installer, not documented, or makes a bad assumption about the environment - plus any mistakes I have made on my own. Then another webex to get the Right Answers content indexed... you might was well get started. 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 Joe D'Souza Sent: Thursday, March 06, 2008 11:37 PM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch ** And they told me to go to 7.2 because its resolved outstanding issues!!! That would have been a show stopper for us if we went in for 7.2 as our users are authenticating on LDAP!!!! Thank you so much for that information.. You probably saved me my neck as I was almost at that point where I wanted to recommend that we go to 7.2 because of all these issues! Is there a software defect bug that they have raised?? Could you update me on that defect ID if they give you one?? Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Friday, March 07, 2008 12:00 AM To: [email protected] Subject: Re: Users of Remedy Knowledge Management 7.1 Patch ** Here's an interesting twist we caught today during acceptance testing on the pre-production system: Our RKM 7.2 server allows users to log in who have local passwords in ARS, or anonymous through the Self-Service portal. It refuses users who rely on AREA LDAP authentication with the error "Invalid login. Please try again.", even though they have a valid authentication event logged in the aruser.log and arplugin.log. We have never seen this on the 7.1.01.001 system we still have set up with our development server. More whack-a-mole.... Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.21.6/1315 - Release Date: 3/6/2008 9:07 AM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
