WUT 7.6.04 and 8.1, aye! (especially for exporting data-all columns all
rows).
rp
On 8/28/2013 3:15 PM, Jason Miller wrote:
**
1. Correct. This really doesn't change with or without overlays.
This is the same as it has been since I started working with
Remedy v4.
* SIDE NOTE: This is also why I was very adamant on calling BS
when a BMC person (or two) try to convince our organization
that by using overlays customizations are now configurations.
The impact, maintenance, testing and documentation needs do
not change with overlays. Sure BMC code will not
intentionally change your overlay or custom object like in the
past when there was only one object layer but it all still has
to work together.
2. There was an oversight in 7.6.04 Dev Studio where the option to
convert from unmodified to custom was left out. There is a thread
from last year where Doug Mueller explained and gave some options.
I would think it has been added to 7.6.04 in a patch but if not
my recommendation is to upgrade Dev Studio to 8.1 since you will
need to do that at some point. You will then have the option to
convert unmodified to custom before the server upgrade.
3. If I remember correctly the rapp service was called via run
process. You could pull a full def file of the server (or multiple
by object type) and search for 'rappsvc' in a text editor to find
the objects that call it. Chances are since you don't have SLA
there are probably only a handful of places that use it and you
won't likely miss it. I seem to remember there was one or two
things about HD pre 6 that used it outside of SLA.
4. That sounds reasonable. Open Windows was one of the most frequent
uses for macros. It has been so long since I have done this
process that what you describe sounds familiar :)
5. Technically they are buttons but you will have to adjust how they
are presented in the view. If you create a Vertical Navigation
field you can click "Click here to attach orphaned items". This
will show your menu bar buttons. If you want to make them
individual buttons without a Nav field I am pretty sure there is a
way but can't completely remember right now.
* Ok, this was bugging me so I figured out how to do it (and it
is super simple). Select the menu field from the Outline
list, under Display Properties change Display Type from Menu
to Button.
6. The User Tool is not phased out for AR System 7.6.04, just ITSM
7.6.04. You can still use WUT with a 7.6.04 AR System Server and
non-ITSM applications. This configuration will be supported until
7.6.04 falls out of support. This is why we are sticking with ARS
7.6.04 for our Help Desk/custom environment and not moving to ARS
8.x. I am willing to be you will be fine with WUT 7.6.04 and AR
System Server 8,1. It is not a supported configuration but it
will work. All of us who are using WUT 7.6.04 with 8.0/8.1 raise
our hands.
.-.
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\ \| |/ /.'`.'
\ `' .'
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Jason
On Tue, Aug 27, 2013 at 3:42 PM, Ravi <[email protected]
<mailto:[email protected]>> wrote:
**
Thanks again! Jason. Really appreciate your help. You ROCK!!!
Based on your response, I have few more questions if you don't mind:
1. So, I assume for the Customizations I recreated on ARS v7.6.04,
I just have to document them thoroughly and then the only way to
identify issues & moving forward is to test thoroughly after
upgrading to ARS v8.1 and at the same time referring to the
customizations doc to make sure they were carried over.
2. Converting to Custom - when I ran upgrade from ARS v5.1.2 to
v7.6.04(5.1.2>6.3>7.1>7.6.04) - noticed that all the custom
apps/features we had in v5.1.2 were carried over to v7.6.04. Now,
they appear as Unmodified Objects and when I right click on them,
it only gives me an option to "Convert to Overlay" but not to
Custom. Or do I just leave them as it is as Unmodified and then
run upgrade to v8.1?(hope I won't lose all these custom apps/features)
3. RAPP Service - Is there a way to identify if we are using RAPP
Service in our environment, I tried to look for form for e -
SHR:Rapp..., etc but didn't find any. Basically we have only
HD5.6(ITSM 5.6) and ARS5.1.2, no other ITSM apps like SLA App, etc
- we have our own Custom SLA App.
4. Macros - we do have lot of ALs using Run Macro actions, so I
understand they will need to be converted to AL. I see the option
is available in Admin Tool v5.1. When I convert Macros into ALs,
it created a new AL - Run Macro action is replaced with Open
Window, etc...so do I DISABLE the old AL which had macro?
5. Menu Bar- we do have lot of customizations around menu bar, so
I understand I will need to create corresponding buttons and
associate to them.
6. MidTier vs User Tool - Will be going through the doc to
identify and note down the important points. BMC phased out User
Tool after v7.6.04 but I have seen some posts - Susan, and other
reported that User Tool(v7.6) is still functional. Do you think, I
can use that after going to v8.1?
On Tue, Aug 27, 2013 at 3:10 PM, Jason Miller
<[email protected] <mailto:[email protected]>> wrote:
**
Hi everybody. Raj and I discussed off line a little more and
I would like to share that for the benefit of everybody on the
List.
******************
Glad I can help. It sounds like you are on the right track.
1. Your understanding is correct. The one caveat is if you
have a customization that is dependant on a something that
changes in Base mode then it could affect your customization
in the Overlay. A few examples
* If a field is deleted by the installer that your Overlay
references. Say the User form has field XYZ created by
BMC and you have built custom workflow that references
that field. If BMC decides XYZ is no longer needed and
removes it then it would impact your Overlay. I have not
encountered this scenario yet so I am not sure exactly
what would happen. I assume your workflow would just have
a broken field reference in it and not work as expected.
* A permissions change in Base. Similar to the first bullet
if BMC changes the permission to (configuration) form
where you have custom workflow referencing it can impact
how your Overlay/Custom workflow behaves.
2. Correct. You never "have to" create an Overlay for
anything. In the case of an old version of HelpDesk you will
not be installing any further BMC supplied updates to it so at
this point I would consider it a custom app that your
organization is solely responsible for. If your
organization's long-term path is to stay on HD 5.6 and
continue to upgrade ARS I recommend converting everything that
was built in-house or that BMC no longer supports to Custom.
This will make sure you stay aligned with BMC's direction
regarding how ARS development is supposed to be done.
One thing I know will break on a pre 6.0 HD app is the rapp
service. The rapp service will not be able to connect to an
AR Server >= 6.0. In my past experiences we have found this
to be acceptable because we were not actively using workflow
that uses the rapp services. Pre 6.0 SLA app is dependant on
the rapp service as well as a few things in HD. If you find
you do not need the rapp service you can disable any workflow
that calls it.
3. There is a white paper that explains the differences
between the User Tool and Mid Tier. I don't think there is an
updated version of this document for 8.x because that is when
BMC dropped support for WUT. I think for the most part our
existing forms would work fine in MT. Some of our form
heavily use the Menu Bar (and the buttons that go with menus)
on the top of the form. We would have to update our designs
and move those buttons to navigation fields or individual
buttons. This isn't too bad because you can reassociate
where/how the Menu Bar buttons are located. Besides the Menu
Bar we would just need to review each form to make sure it
looks ok in a browser and verify the core functionality of a
form. I occasionally open an old form in MT and it is minor
things that don't work. Some of the forms would just have to
save/search buttons or the web toolbar added, etc.
Macros would be another thing you may have embedded in
workflow that will not work in MT. Since our Help Desk is
version 6 (which had MT access in mind) and we stopped using
macros in our custom development many, many years ago this
isn't an issue for us. At one point there was a tool that
could convert Active Links that used macros into the
appropriate actions.
Similar to macros we have a number of scripts (.bat, / .vbs)
to automate things that are called within the User Tool.
These will work differently when called from a browser so we
would probably have to make some changes here.
Do you mind if I post this response to the ARSList? I think
there are others that would find value in the answers?
Jason
On Thu, Aug 22, 2013 at 10:36 AM, Ravi <[email protected]
<mailto:[email protected]>> wrote:
Hi Jason,
Really, appreciate your response.
Looks like your management is supporting well and is line
with what you/your team intent to do.
So in my case, we are still planning on upgrading ARS from
v7.6.04 to v8.1 - in that case :
1. Best Practice Mode/Customization to Core forms - As you
suggested and what I understood from other responses, I
have created overlays and recreating customizations on
overlays with the intent that these customizations will be
carried over to v8.1 and I do not have to do the manual
work of recreating Customizations again...is my
understanding right?
2. HD 5.6 - We do have heavy customizations on HelpDesk,
since we not planning on upgrading ITSM anytime soon(as
most likely we might just introduce OOTB ITSM and
customize later on). So while on v7.6.04 - do I have to
create overlay for HPD 5.6, I don't - right ? (as
basically we are not even sure if this older ITSM HD5.6
would even be compatible with v8.1 ARS and work but hoping
that it will be functional, although we know that BMC is
not going to support it).
Also, if we were to customize HD 5.6 later after going to
ARS v8.1 - do we just do it in Base Development Mode?
3. Midtier/Use Tool - I see you mentioned about changing
older forms to be web-enable - where can I find more
information on this?. I would like to identify potential
issues and any extra work which I might have to do to make
sure all our older features/functionalities(especially HD
5.6) are available and working in v8.1 on midtier as User
Tool won't be there...
Once again, thank you so much for your help and valuable
information.
Regards,
Raj
On Wed, Aug 14, 2013 at 11:36 AM, Raj <[email protected]
<mailto:[email protected]>> wrote:
Thanks Jason and Kiran. Your response clarified lot of
things.
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