I haven't yet used or upgraded ours to 7.2, but version 7.1 seemed pretty simple once I had some of the initial problems cleaned up using a little help from both Remedy Support and then later from Right Answers when we did an integration with Right Answers packs..
There are some outstanding issues that I do have with Remedy Support that have gone down as software bugs. They deal with security with the authentication cookie not being killed after closing the Windows user tool, display of top solutions from Right Answers, etc. But other than that I have so far had no issues with authentication etc.. But then again I am not yet on 7.2 which I hear is a slightly different beast from 7.1... Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Thursday, April 03, 2008 4:08 PM To: arslist@ARSLIST.ORG Subject: Re: RKM 7.2 - Anyone integrated it with ITSM? In my case it has taken at least one webex to perform various housekeeping and configuration tasks that the installer fails to do (and are largely undocumented) for each version and patch of RKM/KMR that has ever been released. There are really only two people who can help you - Darren at RKM and Carrie in support. I still have a couple of issues open on 7.2 right now. Still, 7.2 is the best release yet - my knowledge manager is overall very pleased with it. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, April 03, 2008 2:58 PM To: arslist@ARSLIST.ORG Subject: Re: RKM 7.2 - Anyone integrated it with ITSM? I disagree with the easy to install part. I'm working on it now, and BMC Support is stumped. The files are there and the /rkm directory shows up in Tomcat, but it won't start, and doesn't give any errors explaining what is wrong. It is probably easy to install in certain conditions, but in my case it's presenting some major problems. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Consultant Al Sent: Thursday, April 03, 2008 10:02 AM To: arslist@ARSLIST.ORG Subject: Re: RKM 7.2 - Anyone integrated it with ITSM? Hi Jennifer/ all, Fully agree with you haven't seen a BMC product so easy to install..they have done a good job on that front. I have an issue with the Authentication method as Remedy, it just doesn't authenticate, also I would like to integrate it with a custom Application and if the authentication itself doesn't work I can't proceed :) It works fine when authentication is "none" or "integrated" but when I use authentication as Remedy it always pops up the login screen and it won't accept the credentials :( Any suggestions? Regards, Alty -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jennifer Meyer Sent: Wednesday, April 02, 2008 1:55 AM To: arslist@ARSLIST.ORG Subject: Re: RKM 7.2 - Anyone integrated it with ITSM? Alty, RKM 7.2 is very robust and surprisingly easy to install. It is fully ITSM integrated, and the integration process is exactly like the 6 and 7 versions. If you've ever installed RKM before, you'll have no problems. I had one issue with the war file because we have a lot of entries in our company menu, and it confused RKM to deal with so many operating companies. BMC got a new war file out to me in about a week's time, which fixed the issue completely. Jennifer Meyer Data Manager Mystikal Solutions No virus found in this outgoing message. Checked by AVG. Version: 7.5.519 / Virus Database: 269.22.4/1355 - Release Date: 4/1/2008 5:37 PM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
