Wednesday, August 02, 2006

Disconcerting ITSM 7.0 Installation Discoveries

Heard a nasty rumor that, despite the documentation, you must install in a particular order or risk issues...that order would be ARS 7 -> Approval Engine -> CMDB 2 -> Assignment Engine -> IM -> PM -> CM -> AM. Even having done this and after over 24 hours of installation time (on vmware), I discovered I was missing workflow right away.

The Application Administration Console (RAC:Config:Console) had no attached workflow and I was unable to begin configuring ITSM 7.0, which by the way does not come with sample data. Now, I was able to locate the relevant workflow in the unpacked binaries from my installation...
\servicedesk\im\incident700[1].win\win\incident\cdrom\ar\rac\workflow\en

The question is - what other definitions were not imported...I guess we'll find out.

Oh, also one might think that you could reinstall the product to get the missing workflow. The answer is no - the installation detects that it is already installed and will not re-install. I guess they assumed that it would work right the first time.

Some of my colleagues have run into similar problems with missing workflow and failed installations. I assume that we're all using the same older machines, hence the anomalies. On a real server, up to the latest specs, these issues should not occur.

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