Questions discussed during 'Connect with Remedy - Reconcile your Customizations using Snapshot utility' webinar session

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    This document provides information on questions discussed during following webinar session:

    Connect with Remedy - Reconcile your Customizations using Snapshot utility

     

    Q: Where is SnapShot utility download link in communities?

    A: The snapshot utility download link: https://communities.bmc.com/docs/DOC-17012

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    Q: What does "unsupported utility" mean?

    A: The utility may or may not be updated and there is not a prescribed schedule for enhancement or feature set. Although based on the feedback on Version 1, improvement have been made in Version 2. Please add feedback through the communities.

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    Q: On Step 3 - Report Output to reconcile output, what happens when you select "Mark objects as reconciled" (does it just update the report XML file)?

    A: Yes, your workspace has a file name UpgradeChangedObjectOn_<server>.xml , this information is updated in this xml.

    A: The utility may or may not be updated and there is not a prescribed schedule for enhancement or feature set. Although based on the feedback on Version 1, improvement have been made in Version 2. Please add feedback through the communities.

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    Q: ITSM Upgrade, Service Pack and hotfixes are mentioned, but not patches. Does this utility apply to patches as well?

    A: Yes, patches are a collection of hotfixes so the utility would be used after applying patches as well. Anytime you suspect base objects have been modified would be when you would use the snapshot utility.

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    Q: You mentioned sending output to xml file is preferred, but what is the difference of using file vs. server for the output?

    A: If you choose server this snapshot is stored as attachment in AR System: Snapshots form. This information will be lost if someone deletes this form or its entry. API also may get timed out while creating/fetching attachment for busy servers since the file size could be around 250 to 300 MB.

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    Q: In the report, what situation would an overlay be deleted and the origin object still be present?

    A: If upgrade deletes an object and recreates it overlay will be deleted. Some of Approval server forms were deleted by installer.

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    Q: Based on the presentation, I would always run the snapshot utility in capture mode before upgrading ITSM (or applying Service Pack or hotfix), correct?

    A: Yes, also snapshot should be captured before any installation/upgrade, there are customization in the AR System objects.

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    Q: Can you generate a migrator file from the snapshot or use migrator to create a differences report between to snapshots so you can get complete difference details?

    A: Current version doesn't support migrator xml file, but since it is XML file you can do a copy and paste the object name and then generate a migrator file.

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    Q: Can the snapshots from two different environments be compared/reconciled? Not in Before-After scenario, rather customized vs. ootb?

    A: Yes you can compare snapshot from any server with any server. But you need to be very careful in interpreting the results specially shown as added or deleted. When comparing older version to higher version, objects shown as deleted are actually objects that are added in base in higher version. When comparing snapshot with OOTB and customized server (of same version) ideally you should not see any objects to reconcile. If objects are shown as modified it means one of your admin went into base mode and modified objects.

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    Q: Will this work for custom workflows or only BMC created objects?

    A: If used as designed, the initial snapshot is created prior to a Remedy Product upgrade and then again directly after. The assumption is that the only object changed were changed by the install. So any custom objects would not have been modified.

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    Q: When I tried to install this utility on my ARS 7.6.04 I got error as reported in this URL https://communities.bmc.com/docs/DOC-17012#comment-13727 error occurred while creating SnapShot exception occurred while hash generation...Any resolution?

    A: Version 2 (latest) has addressed this problem.

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    Q: Is the Snapshot utility included with OnDemand offerings?

    A: OnDemand customers do not perform the upgrades or apply hotfixes/patches and this tool is primarily used for those types of activities.

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    Q: This developer studio compatible with say lower version, say 7.6.04?

    A: Yes, it is supported - 7.6.04 Dev Studio.

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    Q: Can this be used in an upgrade from 7.6.04 SP4 to SP5?

    A: Yes. It should work on any 7.6.0.4 and up environment for patch, hotfix, and version upgrades.

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    Q: We were planning on using BPCU for the upgrade- does this tool replace BPCU or is it used in conjunction with BPCU?

    A: BPCU is used to move customizations from the Base layer to the Overlay layer. It is used when you are first moving to an Overlay architecture. The Snapshot tool is used when you already have overlays in place.

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    Please feel free to add comment for any suggestions or feedback on this webinar session. We welcome all your feedback