Oh, this is REALLY brilliant. We could not figure out why the templates we upgraded no longer display the values in the Support Organization field. It turns out that some complete FOOL at BMC swapped out field ID 1000000014 (Assigned Support Organization) which contains all data from 7.0.03 templates - for field ID 302126600 (Assignment Support Organization) which contains NO data since it does not even exist in the 7.0.x version of the form. If there was actually a reason for these changes, other than gross incompetence, then it _should_ have been documented somewhere as a post-upgrade requirement, along with the new step to populate the Template Category Tier 1* field values. One more reason why an ITSM application upgraded from 7.0.03.009 to 7.6.04.01 cannot possibly work correctly.
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 Chowdhury, Tauf Sent: Saturday, June 18, 2011 5:47 AM To: [email protected] Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue ** Chris, Not sure if you figured it out yet, but when there is no category, you just type one in and it becomes part of the menu in the future. Awesome :) We had to do this for some of our templates but we're starting to move away from them and start heavily using Abydos Designer. It's pretty flexible now in kicking off dynamic task management and can also create other requests. -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Fri 6/17/2011 1:17 PM To: [email protected] Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue No, and there is nothing to select in the Template Category Tier 1* menu pull-down, either. Some new configuration step that isn't mentioned in the upgrade documentation, I guess. Thanks for the tip. 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 Chowdhury, Tauf Sent: Friday, June 17, 2011 9:11 AM To: [email protected] Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue ** Guys, I think in the new version, you have to set a Category on each template. Have you done this? If you go into the template, you will see that there is Tier 1, 2, and 3. Tier 1 is required. -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of strauss Sent: Wed 6/15/2011 4:32 PM To: [email protected] Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue Seeing it for the first time today. I just finished upgrading ITSM 7.0 and everything else up to 7.6.04 SP1, so all of the templates we currently have in production since 2008 are present with appropriate permissions. I just finished setting every schemaType = 1 table to a higher NextID to start creating test tickets. When I log in via mid-tier as a support staff member that actually created some of those templates, NONE appear under any of the support groups that they are defined for and that the account is a member of. So much for this thing being ready for production any time soon. 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 Larry Barnes Sent: Tuesday, June 14, 2011 1:27 PM To: [email protected] Subject: ITSM 7.6.04 sp1 Incident Templates issue ** I recently upgraded Remedy to ITSM 7.6.04 sp1 and I'm not able to view any of my incident templates using Mid-Tier. I can see them all when using the client app so I know they were not deleted during the upgrade. In each template the associated Authoring For Group information is the same. If I open a new Change Management ticket, via Mid-Tier, I can see all available temples for this app. Is anyone else having the same issue and or resolved it? I'm running: SQL ARS 7.6.04 sp1 CMDB 7.6.04 sp1 ITMS 7.6.04 sp1 SRM 7.6.04 sp1 Thanks for looking, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. 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