I believe the wiki was used for all the ITSM 8.0 beta customers, so we got 
feedback through that as well.

I am personally a big fan of locally stored PDFs; but once I learned out to 
create complex ones from the wiki my life was good.  (Go to browse/advanced 
first; select "pdf export"; select the pages you want in your doc; then click 
export)

I know - I still want the set of PDFs available pre-made when a new version 
comes out without it being one huge doc... I love the master index. But how 
many times do people complain about doc bugs that never get corrected until the 
next version comes out?

Still some tweaking to be done on the site, but I think as we all get used to 
it we'll be happier with it!

Anne



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 02, 2012 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
David,

Let's see...

BMC discussed the idea of changing to wiki based documentation at WWRUG 2011 in 
the general session (I
know because I discussed it).  And, this has been talked about in User Groups 
and other gatherings in the
year since then.

BMC has some products that are using wiki based documentation - the ADDM 
product for example - and
have been for several years and have gotten a lot of positive customer feedback 
on the concept.

BMC did have discussions with various advisory boards and customers in general 
about the concept of moving
to a new approach for documentation and received pretty much universal comments 
that a move to a more
interactive approach that is available from anywhere, can be linked easily, can 
be commented on and updated
quickly was a good approach to take.

No, BMC did not talk with every customer individually about the change, but 
there was over a year of prior
discussion that there was going to be a change and there was exploration of the 
topic with many customers
well in advance of any move.

Yes this is different (and I am someone who loves books and want the paper in 
my hands and refuses to use
electronic books of any form).  There is a different feel and there is a 
different interaction paradigm.

There have been several comments from folks where there have been problems 
interacting with the docs.  If
you have comments/suggestions about specific data or specific pages, definitely 
use the comments section
and as has been shared, the doc team is actively watching and responding to 
comments.  If there are larger
issues like general navigation concerns or problems getting to functions like 
printing, just include a note in your
posting that you would be willing to talk with the doc team about your 
experience and I am sure that I can
have someone in contact with you to listen to your feedback (just like there 
was a team at WWRUG 2012 to
do just that) and see if there isn't something more generic that can be changed.

Overall, the idea of online doc, more wiki style is a style of documentation 
that more and more customers are
asking for and expecting.  There was a similar reaction to the change from 
printed documents to on-line only
documents that happened 5 to 7 years ago.

If you are having challenges, please leave comments or volunteer to have a 
discussion with the doc team so
they can provide the best doc experience possible.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent: Friday, November 02, 2012 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
ARS 8 was released September 20, correct?  So asking for opinions on the change 
a month later at RUG isn't what I'm suggesting.  I'm asking if proper 
consultation with the developer community... the primary users of such 
documentation... was held prior to making the decision.  Apparently not, given 
the current discussion.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Friday, November 02, 2012 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wiki

**
AT WWRUG12, BMC/Remedy was formally asking people's opinions of the new 
documentation.   Any one could schedule time to sit with the developers and 
discuss.

Dave

________________________________
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
David M. Clark
Sent: Friday, November 02, 2012 12:27 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS Wiki
**
Just curious... anyone here remember being asked their opinion on this change 
in format prior to them doing it?  That would seem like a good idea.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Shellman, David
Sent: Friday, November 02, 2012 10:34 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS Wiki

**
As I said. I prefer the OLD PDF documentation.

Dave

________________________________
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
patrick zandi
Sent: Friday, November 02, 2012 11:32 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS Wiki
** Dave:
the new problem is the references in the PDF's point to links on the internet.. 
 =8^ P
On Fri, Nov 2, 2012 at 11:06 AM, Shellman, David 
<dave.shell...@te.com<mailto:dave.shell...@te.com>> wrote:
**
I prefer the old PDF documentation.  Note that on our servers, browser access 
to the Internet is blocked.  So to access any external documentation is a 
multistep process.

I can have the PDF's saved locally on our server that I can open.  Or I can 
store them on my iPad to view.

In each case I don't have to go searching for anything.  It's in one place and 
clearly identified by name.

Dave
________________________________
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Warren R. 
Baltimore II
Sent: Friday, November 02, 2012 10:52 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS Wiki
**
I get the sharing aspect of it, but the problem is that it is neither intuitive 
or fully baked (a BMC specialty if you ask me).  It shouldn't take me an hour 
to find documentation and finally have to submit a helpdesk ticket to do so.  
And then, they send me the wrong thing because obviously, they are working with 
the same system (to their credit!) and can't find the right stuff either!

I mentioned to a friend that when I go looking for docs anymore, I feel a 
little like Indiana Jones trying to find some weird artifact deep in the bowels 
of some dangerous tomb....

On Fri, Nov 2, 2012 at 9:55 AM, Drew Shuller 
<drew.shul...@gmail.com<mailto:drew.shul...@gmail.com>> wrote:
** Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but 
it's very useful.

I'll be reading something one day and then won't be able to find it a couple of 
days later. And, they seem to be adding things as we go along. I swear, there 
has been very useful information about 8.0 added in the last two weeks, after I 
started the ITSM install process. Some of the 8.0 information still refers to 
7.6.4, and sometimes the information isn't where you would think it should be. 
I wish the website ran faster. I do miss the Master Index.

But overall it's a good resource. You can add pages or entire sections to your 
favorites section on the Dashboard, which is a lifesaver for me. You can leave 
a comment on any particular page, which is a huge plus. You can see the change 
history of a page. You can generate a pdf or Office document of any page, or 
forward a page via email. So it's a living breathing set of documents that BMC 
seems to be updating regularly.

Drew
JTF-Bravo, Honduras _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> 
ARSlist: "Where the Answers Are"_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367<tel:410-533-5367>
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_



--
Patrick Zandi
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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