Problems with 7.5 User tool on 7.0.3 ITSM?

sphilben Thu, 18 Nov 2010 11:43:39 -0800

Listers,

Anyone else trying to upgrade your Remedy system in the following way?

We have ARS 7.1 p007 and want to upgrade to 7.5 p007. We are also running ITSM 7.0.03 p009.

When we upgraded only our DEV box to ARS 7.5 we noticed that pushing the "View" button under the "Tasks and Task Groups" table on the Tasks tab in Incident didn't show us the Tasks listed in the table. It didn't do anything.

Further digging revealed that there was a problem with Acitve Link INT:HPDTMS:INC:ViewTaskSetup1 .

7.1 User acted like this:

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> Task or Task Group (10003002) = 0

<ACTL> z1D_Task instance Id (10003005) = TM002481FFA53Ao9TjTAa0-MIwpl4D

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> z1G_TaskViewPreference (1713900) = 10

<ACTL> 1: Call Guide

<ACTL> Guide: INT:HPDTMS:INC:ViewTaskorTaskGroup

<ACTL> Starting Guide: INT:HPDTMS:INC:ViewTaskorTaskGroup

<ACTL> Checking INT:HPDTMS:INC:ViewTask_InitField (1)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> z1D_Task Read Only (301781800) = ""

<ACTL> z1D Char01 (1000000058) = ""

<ACTL> z1D Char02 (1000000066) = ""

7.5 User tool acted like this:

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> Task or Task Group (10003002) = ""

<ACTL> z1D_Task instance Id (10003005) = TM002481FFA53Ao9TjTAa0-MIwpl4D

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)

<ACTL> -> Failed qualification

As you can see, the 7.1 user tool sets the “Task or Task Group (10003002)” field to 0 while the 7.5 tool sets it to NULL. The 0 is fine since the follow-on Active link is looking for something non-NULL and continues on to open the Task. A NULL value stops the ALs cold.

The 7.6 User tool was no better, btw.

But, when we tried the same thing with our UPGRADED ITSM 7.6 p001 and ARS 7.5 server we got this:

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup1 (10)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> z1D Char01 (1000000058) = Task

<ACTL> 1: Set Fields

<ACTL> Task or Task Group (10003002) = 0

<ACTL> z1D_Task instance Id (10003005) = TM0050569E0C3BkB_kTApHIyAQul4A

<ACTL> 2: Set Fields

<ACTL> z1D Char01 (1000000058) = ""

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup1_VUI=SDView (10)

<ACTL> -> Failed qualification

<ACTL> Checking INT:HPDTMS:INC:ViewTaskSetup2 (11)

<ACTL> -> Passed qualification -- perform if actions

<ACTL> 0: Set Fields

<ACTL> z1G_TaskViewPreference (1713900) = 10

<ACTL> 1: Call Guide

In the above you can see that BMC added a new Set Fields action that copies “Task” to the “z1D Char01” field and then they push that data to the “Task or Task Group “ field.

What kind of nonsense is this? Is the 7.5/7.6 User tool compatible with ITSM 7.0.03 or not? The compatibility matrix says yes, the above says no.

Anyone else see similar things happening? I now think I can't upgrade the server until I am ready to upgrade the apps to go with it.

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Problems with 7.5 User tool on 7.0.3 ITSM?

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