Hi Axton, It should reflect reality in the following context (quoted from the presentation):
* 90 day OLA met since Jan 1,2006 * 11 day OLA met since April 1, 2006 * All RFEs logged since June 30, 2005 processed The RFE's you mention were logged prior to June 30, 2005. I took over the RFE process for AR System in April, 2006 which is why you should see a turn around in response times and an adherence to the OLAs for AR System RFEs moving forward. (This is also why I take no offense at all from anyone "honestly discussing" how things were prior to April, 2006. ;-) Everything entered under your support contract starting with RFE0009275 - opened 5/5/205 - has been processed and has a valid disposition. That should be seen as a positive reflection of the changes that we've made recently to ensure that the "twilight zone" of old does not return. Yes, we understand that there is an enormous backlog of RFEs (over 2000) that were not processed historically and we are looking at ways to deal with that unprocessed backlog. Note that it took the team 3 months to get through the 6 months worth of RFEs logged from June 30, 2005 to Jan 1, 2006 and still keep up with the current influx of new RFEs. Not an excuse, but a reflection of the volume of RFEs that come in and our desire to find ways to stay ahead of the curve moving forward - hence the community discussion. AR System, by the way, represents ~90% of the RFEs submitted. While I am the BMC Remedy lead for the general RFE process, meeting the OLA's for products other than AR System and its related products (EIE, RDP, Migrator, etc.) rests on the shoulders of the PMs responsible for their own products. Thanks and keep the feedback and suggestions comin'... -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Grams Sent: Friday, September 08, 2006 3:29 PM To: [email protected] Subject: Re: Request for Enhancement (RFE) community discussion at BMC UserWorld - follow-up I'm liking what I see in the presentation, but it doesn't seem to reflect reality. For example: RFE000000007360 - opened 10/10/03 11:19:09 AM - has no disposition RFE000000007389 - opened 10/17/03 7:16:32 AM - has no disposition RFE000000007997 - opened 4/2/04 11:49:28 AM - has no disposition RFE000000007997 - opened 4/2/04 11:49:28 AM - has no disposition RFE000000008349 - opened 6/28/04 9:47:52 AM - has no disposition RFE000000008411 - opened 7/14/04 11:28:12 AM - has no disposition RFE000000008412 - opened 7/14/04 11:29:57 AM - has no disposition RFE000000008434 - opened 7/20/04 1:23:36 PM - has no disposition RFE000000008447 - opened 7/22/04 6:25:14 AM - has no disposition They pretty much all go on in this way (with the exception of a handful). All RFE's entered the twilight zone, never to be heard from again. Just an observation. Axton Grams Easter, David wrote: > Hello, Folks; > > As promised, I have attached the a zip file with the following: > > 1. The original presentation in MS Word format (PPT was too big) shown > at BMC UserWorld during our discussion 2. An RFE template in MS Word > format that can be used to best ensure that Product Management > receives enough information to properly review an RFE 3. The meeting > minutes / feedback in plain text format (to save space) > > Note that you will have to rename the file to have an extension of > ".zip". I changed the extension to ".txt" to better enable the file > to reach folks whose organization does not allow executables or zip > files to pass through the E-mail server. > > Thank you to all that participated in the discussion. It was great > meeting you all in person and your comments and input were highly > appreciated. > > For those that could not attend, please review the documents > attached to see if your questions and/or concerns were covered in the > presentation or meeting minutes. If not, feel free to respond to this > posting or E-mail me directly at: [EMAIL PROTECTED] If there is > a high enough need for it, I will organize a follow up meeting in > virtual space (most likely through WebEx and a phone conference call system). > > Thanks! > > -David J. Easter > Sr. Product Manager, Service Management Business Unit BMC Software, > Inc. > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at > http://www.wwrug.org > > > ---------------------------------------------------------------------- > -- ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
