Hi Ramon Firstly, thanks for the details.
We were asked to delete all the custom join forms which we did and still no success. May be "HPD:Help Desk_SLA" (which is out of the Box) is another form that needs to be deleted. This is definitely good information for other customers. Thanks Mahesh On Tue, Oct 19, 2010 at 9:53 PM, Kagan, Ramon <[email protected]> wrote: > ** > > While I don’t have full details into the problem. With SLM installed, the > likely solution is to drop the join form created by SLM/SLA, run the ITSM > upgrade and then re-establish the Service target as described in the SLM > install guide in the post install section. > > > * > ------------------------------ > * > > > > *Ramon Kagan, MBA, PMP* > Manager, Product Development > BMC Software > phone: 905.707.3536 50 Minthorn Blvd. Suite 200 > fax: 905.707.4601 Markham, ON L3T 7X8 > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected]] *On Behalf Of *Mahesh > *Sent:* Tuesday, October 19, 2010 8:28 PM > > *To:* [email protected] > *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work > > > > ** We did all the steps that were recommended by BMC and the result was > same on all three attempts. So, went ahead with a fresh installation of ITSM > 7.6 Patch 1, migrated all the data and are ready to go-live in two weeks > from now. > > Thanks > Mahesh > > On Tue, Oct 19, 2010 at 5:46 PM, Joe Martin D'Souza <[email protected]> > wrote: > > ** > > What is your underlying DB? Did you prepare your DB for the upgrade? For > e.g. it does help to flush your transaction log files before such installs > that involve a large number of DB transactions. On Oracle it may help to > turn SQL logging off? > > > > Joe > > > > > > > > *From:* Mahesh <[email protected]> > > *Sent:* Tuesday, October 19, 2010 6:27 PM > > *Newsgroups:* public.remedy.arsystem.general > > *To:* [email protected] > > *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work > > > > ** > > Development Cache Mode is "Enabled". Also, commented out assignment engine, > approval server, slm service, reconciliation engine and dispatchr processes > in armonitor.cfg > > > > Thanks > > Mahesh > > > > > > > On Tue, Oct 19, 2010 at 5:07 PM, Joe Martin D'Souza <[email protected]> > wrote: > > ** > > Did you have the Development cache mode turned on or off? > > > > Joe > > > > > > > > *From:* Mahesh <[email protected]> > > *Sent:* Tuesday, October 19, 2010 5:44 PM > > *Newsgroups:* public.remedy.arsystem.general > > *To:* [email protected] > > *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work > > > > ** > > When we tried to upgrade from ITSM 7.0.03 Patch 9 to ITSM 7.6 Patch 1, the > installer ran for 26 hours eventually completing with warnings and the > Incident Management Error log indicated that lot of def files & arx > files were not imported. > > > > Below are the details regarding this defect: > > * * * * * * * * * > The issue with the defs not importing is because of this DEFECT SW00343855. > The defect is fixed in patch 3 of 7.5.1 however it hasn't been released yet. > > > What we would want to do is eventualy install 7.5.1 P3 to resolve the > defect then Run the 7.6.1 install. > > > Decription> > > > 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) > > ARSystem 7.5.1 patch001 > Atrium 7.5.1 patch001 > ITSM 7.0.3 patch 009 > > Upgrade to ITSM 7.5.1 > > Upgrade logs show errors related to import of helpdesk related forms. > Please see activities and related attachments. > > 2. STEPS TO REPRODUCE: > > Perform upgrade to ITSM 7.5.1 > > 3. ACTUAL RESULTS: > > errors in BMCRemedyIncidentManagement_error.log: > > [Sun Mar 22 21:46:14.950] LoadComponent- > ************************************************** > [Sun Mar 22 21:46:14.950] LoadComponent- Processing component: hpd > [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- ARImport() for > "hpd_deplapp.def" returned non-zero return code 2 [ERROR][Sun Mar 22 > 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 > [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on > current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 > Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] > ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun > Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current > form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is > referenced by a join form as a base field 10003005 [ERROR][Sun Mar 22 > 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as > a base field [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The > following item was not imported HPD:Search-Worklog [WARNING][Sun Mar 22 > 21:49:45.513] ImportFileNode- 55 The following item was not imported > HPD:Search-Associations [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- > 55 The following item was not imported HPD:Search-Assignment Logs > [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was > not imported HPD:IncidentInterface [WARNING][Sun Mar 22 21:49:45.513] > ImportFileNode- 55 The following item was not imported > HPD:CFG_IncidentWatchList [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- > 55 The following item was not imported HPD:Help Desk [ERROR][Sun Mar 22 > 21:49:45.513] LoadComponent- Definition Import failed for C:\Program > Files\BMC > Software\BMCRemedyITSMSuite\CFS-001\Workflow\install\upgrade_from_7.0_to_7.5\systems\hpd\workflow\en\.\.\hpd_deplapp.def > (return code 2) [ERROR][Sun Mar 22 21:53:56.232] ImportFileNode- ARImport() > for "HPD%Help_Desk2.def" returned non-zero return code 2 > > > ************************************************ > Thanks > > Mahesh > > On Tue, Oct 19, 2010 at 1:58 PM, strauss <[email protected]> wrote: > > ** > > And just what defect is that exactly, since the BMC Support site refuses to > find or display it from either the Knowledgebase or the Issues search pages > (useless <insert colorful metaphor here>)? > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
