BMC's new motto: "You think you hate it now, but wait until you use it..."
Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, November 02, 2011 11:29 AM To: arslist@ARSLIST.ORG Subject: Re: Direct Access URLs in RKM 7.6.04 ** Remedy's old motto: You cannot prevent change, but you can adapt I do not know what the current one is? we can say the old one does not apply. On Wed, Nov 2, 2011 at 12:19 PM, Nathan Aker <nathan_a...@mcafee.com<mailto:nathan_a...@mcafee.com>> wrote: ..... Wow. This is such a stupid design I can hardly fathom. I'm speechless.... We have the very same needs as you describe. We have built a lot of our SRM services with pointers to knowledge articles to provide a more logical interface than the 7.6.x SRM can provide with the separate knowledge search. Additionally we have references in other Non-Remedy knowledge sources. Thanks Dr. Strauss, very detailed response as usual. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611<tel:972.963.7611> Mobile: 469.644.7402<tel:469.644.7402> -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of strauss Sent: Tuesday, November 01, 2011 8:28 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Direct Access URLs in RKM 7.6.04 The good news: the direct URL to the article is actually stored in a field in the article - do a report to see it. But there's bad news - there is a separate, different, direct URL to each version of the article. The bad news: an idiot designed this thing. There is a VERY involved and seemingly effective versioning system that upon each edit flags the old version of the article obsolete and creates a new one. That means that if you send out a link to the article to a customer, then notice something that needs updating and make the change, you just made the link that you sent to the customer obsolete. It goes to the old article and throws an error at the customer when they use it. Brilliant. Now, they created a surrogate record with an abbreviated KB article ID to display in the console that keeps track of the current version of the article, so that when you open it from the console or from a search you will get the current version. So the console works, and live searches work, but any link you send out will become obsolete after the next update. Since we have direct links to our RKM 7.2 articles embedded in an FAQ page in the helpdesk web, and in Kinetic Request service items, and these links cannot be allowed to become obsolete, we gave up on RKM 7.6.04 and kept our 7.2 system in production. In theory, the new "direct URL" to a kb article should either point at the surrogate record used in the console, or be constructed as a live search that will return the current version of the article at any point in time. That is not documented or demonstrated, and we ran out of time to figure it out ourselves (if it is even possible) before our ITSM 7.6.04 system had to go live. Unless they make corrections to this deficiency in their design, the only path that we are left will probably be via a live search, which will require us to completely change how we use the application. In our case, it's on the back burner for now; it may be just one more nail in the coffin. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Nathan Aker <nathan_a...@mcafee.com<mailto:nathan_a...@mcafee.com><mailto:nathan_a...@mcafee.com<mailto:nathan_a...@mcafee.com>>> Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG><mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>>" <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG><mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>>> Date: Tue, 1 Nov 2011 17:54:37 -0500 To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG><mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>>" <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG><mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>>> Subject: Direct Access URLs in RKM 7.6.04 ** Listers, has anyone else found a way in the newly architected RKM 7.6.04 to determine the direct URL to a knowledge article to open a specific article in display view? Our use case is simple, users can search for knowledge and view articles by clicking on the results list. But if I have an article that I want to send to someone, we can't find a way to get the URL directly to that article to send to someone or reference within another article. This was simple in previous versions of RKM but we're having much difficulty due to the intricacies introduced with the new landing page and the fact that embedded document id in the URL are not working in giving us a way to directly open one particular article via URL. Anyone encountered? We've tried the following unsuccessfully as an example: http://<servername>/arsys/forms/<servername>/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005<http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005<http://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005%3chttp://%3cservername%3e/arsys/forms/%3cservername%3e/RKM%3AKnowledgeArticleManager/Display+View/?docid=KBA00000005>> Anyone cracked this code? Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Direct: 972.963.7611<tel:972.963.7611> Mobile: 469.644.7402<tel:469.644.7402> Web:www.mcafee.com<http://www.mcafee.com><http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com> [cid:image001.jpg@01CC98BC.52E6C1F0]<mailto:[cid:image001.jpg@01CC98BC.52E6C1F0]> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> attend wwrug12 www.wwrug12.com<http://www.wwrug12.com> ARSList: "Where the Answers Are" -- Patrick Zandi _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
