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We have been attempting to upgrade our test server from ITSM 7.0.3 patch 007 to version 7.6 for last 3 weeks and still not there. Before installing 7.6 we had to patch ITSM to 7.0.3 patch 9. That was the last install that went in easily. Every 7.6 component we tried to install returned errors when ran for the first time. So we had to roll back every time and try again with some tweaks/pre-cursory actions taken before running the install again. ITSM specifically has problems with upgrading core forms if there are join forms built on them, which is the case here as we also have SLM module and that is exactly what it does. In addition, the install script throws a lot of errors about default admin view already present on the form when it is trying to update it. Seems odd as it is expected that the default admin view exists on the form already. Some of data imports keep failing as the form may have a field set as mandatory while the data file has that field value blank (this was at least the case for user searches data form). Overall, this has been rather painful exercise and my advice to anybody planning to do the same would be to review their effort estimates and double, if not triple them. Jiri Pospisil LCH.Clearnet From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe Martin D'Souza Sent: 03 November 2010 17:39 To: [email protected] Subject: Re: ITSM 7.6.03 "resources" required ** You got some work ahead of you is what I can say.. BMC Software Support claims that if on ARS 7.1 and ITSM 7.0.03, minimum patch 003, it is possible to directly upgrade to ITSM 7.6. Anyone on the list have attempted this?? As far as you are concerned, I do not think that you could go direct. You would need to upgrade to at least 7.0.03 patch 3 before going higher.. The human resources you would need would depend directly on the extent of customization and how much of that you would want to carry forward... Joe From: Sanford, Claire<mailto:[email protected]> Sent: Wednesday, November 03, 2010 12:46 PM Newsgroups: public.remedy.arsystem.general To: [email protected]<mailto:[email protected]> Subject: Re: ITSM 7.6.03 "resources" required ** Sorry... ARS 6.3 Patch 24 HD 6.0 Oracle 10.2.0.4.0 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Joe Martin D'Souza Sent: Wednesday, November 03, 2010 11:43 AM To: [email protected] Subject: Re: ITSM 7.6.03 "resources" required ** What version of ITSM are you upgrading from. I am at the moment involved in a brief study for the work involved to move to exactly the same version/patch level. Based on what’s in the Share Applications Properties form, they are currently on:- ITSM 7.0.03 Patch 009 (Asset, Change, Incident, Problem) SLM 7.1.00 Patch 001 CMDB 2.1.00 Patch 004 AIE 7.1.00 Patch 008 They are on AR Server 7.1.00 Patch 006 200811280530 on Windows Joe From: Sanford, Claire<mailto:[email protected]> Sent: Wednesday, November 03, 2010 12:20 PM Newsgroups: public.remedy.arsystem.general To: [email protected]<mailto:[email protected]> Subject: ITSM 7.6.03 "resources" required ** We are in the process of scoping the volume of work associated with moving from just using the Help Desk module in the ITSM suite to the ENTIRE ITSM 7.6.03 Suite. We are currently a one person shop (me). I have been asked to find out what the "standard" number of people required to manage an entire ITSM 7.6.03 Suite. Do we need a full time designated Change Manager? Problem Manager? This is what I was asked specifically: Please check with other Remedy Admins that you know who are on Service Desk (ITSM) to find out how many resources they have defined as far as process owners. Bob feels like he needs a process owner (or process architect) to own the Change Management process and own this piece of the Service Desk (ITSM). I would like to know how this is being handled elsewhere to help back up Bob’s need for an FTE. Any info would be appreciated. Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [email protected] _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ ************************************************************************************************* This email is intended for the named recipient(s) only. 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