I joined the ITSM Webinar yesterday on SmartIT Virtual Chat....Only available in 19.08 or 19.11 Helix. So I guess that is kinda' making my decision as my management would love that feature. I'll upgrade to 19.08...
It was asked several times over the course of the webinar if this was for DWP advanced only but no - it's available via DWP basic or any user going to the VC link. Hopefully those answering the question understood that the reason for asking the question that way was because of licensing. Going to verify that with my sales rep for certain!
So now my question becomes - what gotcha's did you find when upgrading to 19.08? Other than known issues, what problems did you have open a case on? What hotfixes have you had to apply and to what modules?
What good are new features if you can't get the base stable?
The main problem is that BMC has spontaneously decided to discontinue regular patch support for on-prem installations from version 19.08.
For you this means that you have to find all the HF's yourself and you are allowed to test the interaction yourself. Patch 001, as it was available for 1902, will no longer be available for on-prem.
For me a very bad wrong decision with unmanageable consequences for all involved. I really hope that BMC itself will soon realize this when on-prem customers no longer have two comparable versions.
What?!? No patches will be made available for on-prem installs? What BMC source do you have for this information?
I hope you are mistaken...but at the same time, I know they refused my request for a hotfix for SmartIT 19.02 for the product catalog bug. The only way I can fix my 3 tier menu product catalog problem is to move to 19.08 (as I was told by support). Also, if this is true, the hotfixes should be made available in the EPD catalog. Kinda' think they ought to be there now. Support told me that outside of the hotfixes published in communities and sent out via email, there is no central location for hotfixes and that they are given on a case by case basis (literally). I may have looked in the wrong places but I can't find which products/versions have what hotfixes available.
You will still get single cumulated hotfixes. You just have to take care of every single component yourself: ar Server, approval, Email,.., Core, AI, NE, ITSM, SRM, SLM etc.
According to Peter Adams there will be no more patch 001 in the middle of the 6 month release cycle.
We wil give you fixes in the form of cumulative hotfixes , and this is what Peter (our PM) responded to Stefan.
Stefan Hall, with a consolidated hotfix you'll get the equivalent - fixes to various defects found after the release. I agree that the communication of this change didn't go well, and we are planning to document that better. For now, I recommend that you (and everyone else who's interested in getting access to the latest consolidated hotfix) contact BMC Support to get access to the latest consolidated hotfix for different components of the on-premise software.
that's exactly what I wrote. BMC has stopped the cumulative patches for the on-prem ITSM stack, and customers should take care of the correct hotfixes themselves.
It's quite a burden for the customer and support. Do you seriously think that two different support staff members are putting together the same hotfixes? For which components are cumulated HFs available at all and which ones are included in version 1911? I'm curious what the support tells me on my request. I will tell you here.
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I did contact BMC support looking for the latest hotfixes to apply after the 19.02 patch.
I was told that I only needed to worry about applying the patch as it was cumulative.
I then clarified saying I had a case telling me to apply a particular hotfix after applying the patch and provided the case number and the link.
I then asked where a customer would go to see what other hotfixes there were since I'm considering just upgrading to 19.08.
The answer was there is no EPD equivalent for hotfixes but that a patch for 19.08 would be out soon.
Communication of the change certainly didn't go well if the support staff are telling customers a patch is coming.
So far, the knowledge article Peter posted (https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21O0000015AHGSA2 ) is the only place I've seen the hotfixes documented. And I have been looking to figure out which direction I should go!
All of this seems to fall under the adage, you can have fast or accurate, but not both.
If the products are too complex to do a twice a year release, fine. I am willing to wait but some sort of schedule for planning would seem prudent. Break it out by product so you don't overwhelm your support staff and customers all at once. Ah, spring! TIme for flowers and DWP updates. Fall when temperatures fall but ITSM updates heat up.
With that patch, you could have both. So three months after a functional release.
The link from Peter does not contain all hotfixes and these only very belatedly.
It is not an adequate replacement for an official patch. Probably Peter as PM is not so much into the details. With my management it would be no different.
Mkay, I'm back to thinking I will deploy the 19.02 001 patch. I'm far behind schedule. I'm still trying to get my cloned test environment set up - cases open left and right. Since the cloned boxes/apps include ITSM, SmartIT, DWP, RSSO, CMDB and Atrium, there isn't single document to address things, not that I would expect one. But, there aren't even cross references within the documentation to necessary knowledge articles or community posts for each app. Some posts are visible only to bmc support it seems too. I'm documenting as I go (mostly) and will probably end up putting together a community post just for my own benefit. I'll end up having to go thru the steps again at a later point as we can't keep a test bed in place because of limited resources.
The last hurdle concerns the file deployer config and entries in the CCS components....I need to remove the prod server references and replace with the testbed hosts. Any suggestions where to look for info on that? So far I've found the mid-tier file deployer doc but not much else.
Ah, switched to a google search for the communities and found this: