Re: SupportWeb

[Mohan Panchangmath]

**

Hi,
Let us hope they compile a list of all the errors/bugs we have seen so far and resolve them asap..

Another problem I saw :

When I select an Issue and click the "Modify/View Issue" button and then click "Cancel" to close the issue dialog window, the Issue support page just hangs.
I cannot select any other issue from the "Issues" table nor can refresh the page.

Thanks,
Mohan

----- Original Message ----
From: "Grooms, Frederick W" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, October 16, 2006 11:19:01 AM
Subject: Re: SupportWeb

**

Last week before they upgraded I went in and checked my email address just to be safe. 

 

You can go in and change your support contract IDs.

 

It's strange that logout is in the little box on the left instead of the top menu.

---

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, October 16, 2006 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: SupportWeb

**

I did notice that the email login mirrors what they're using for partner pages - I think it's a Siebel back-end.  I hope I'm wrong.  I hope more that they quickly see the problem behind using email addresses as a permanent primary key.  What are we supposed to do if we change companies, create a brand-new profile?

 

I haven't heard back yet, either.  My guess is that they're shoveling with both hands at the moment, and probably will be most of the week.  This would probably NOT be the best week for us to do an upgrade to a production system if we expect quick support for it.

 

Rick
 

On 10/16/06, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

I see two major issues.

1) I am seeing the wrong Support ID tickets. (Same company, different  department. At least it is that close, but it is just as wrong as me  seeing Rick's tickets.)

2) I am not seeing the Mid-Tier being used....
   What the @[EMAIL PROTECTED] is this ASP/CFM stuff? ( I thought BMC had more  sense than that,  but I guess not.)

Given those two things... How could it be a "Success?" ( It feels like  a BIG step backwards to me. Wrong data, Wrong tech, not "eating their  own dog food".... etc...)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.



On 10/16/06, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
> The conversion actually went better than I thought it would, based on past
> experience.  I agree that they still have some data to backfill, but it
> seems pretty functional overall.
>
> My only quibble is with how they set my profile up.  They now use an email
> address for a login ID, which isn't so bad except that the one they are
> using for me is one with which I am no longer affiliated (which is why
> most/all of us do NOT use proprietary email addresses as a primary ID -
> people change companies), and a primary Support ID of a long-lost customer
> that isn't even active any more.  We'll see how long it takes them to fix
> those.
>
> But if that's all that's wrong, I'd give it a thumbs-up.  Pretty fast page
> loads.
>
> Rick
>
>
> On 10/16/06, strauss < [EMAIL PROTECTED]> wrote:
> > Looks like they will have some serious bug-suppression to do on the new
> > SupportWeb. The patches pages is only showing one patch per product for
> > most products, and it is never the most current patch on the ones that I
> > looked at (usually not even the current version of the product). Other
> > searches - I tried the CMDB - turn up patches for several other products
> > besides the CMDB, but not the current patch for CMDB 2.0. Interesting.
> >
> > Christopher Strauss, Ph.D.
> > Remedy Database Administrator
> > University of North Texas Computing Center
> > http://remedy.unt.edu/helpdesk/
 

--
Rick Cook
Cook Enterprises
253-278-4112  

 

 

__20060125_______________________This posting was submitted with HTML in it___

__20060125_______________________This posting was submitted with HTML in it___