I havent experienced all the same issues you listed here with logging on from a different IP, to attaching a file to a Support ticket, to attempting to view an attachment from their KB. I hope some BMC employees are reading this ARSList column and taking some action to correct this.
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Wednesday, November 22, 2006 12:21 PM To: arslist@ARSLIST.ORG Subject: Re: Support site having problems? ** Since this is the most recent Support Site issue thread, I thought I'd add to it (and rant a little). 1. If you're only allowed to access the support site from a single IP at any given time, then the fact that I logout from 1 machine should release the connection allowing me to log in from another. a. Perhaps I'm monitoring a ticket from my work PC, but wish to access the Support site from the server which needs an update and download the file to the server. 2. Regarding Issues: a. Has anyone been able to upload an attachment to an issue? A screen shot is worth a thousand words. Since I can't upload attachments, I'm forced to typing a novel describing the issue. Speaking of novels on Issue entries, it appears to me that there is a limit on the underlying character field for submitting updates in the "Add New Update Here" field. What is the limit? Apparently I hit it one day as I received the "Unable to set up data connection which is preventing this application from working correctly" message after supplying much detail to the problem I was experiencing. I resorted to updating the issue via e-mail, and saw that the update was truncated. The "Summary" field is clearly marked as 256 characters, but no other field displays a limit, so (naturally) I assume it to be limitless (0). Especially a "Details" field. b. Has anyone been able to download an attachment that BMC has added to an issue? When I try to view (download) the attachment, I'm redirected to a blank issue screen and receive a nasy ARERR message indicating that I can't submit a new issue. <rant> My level of frustration continues to escalate using this new support site. What's worse is that we're paying for this. Ok, when I say "we", I mean my customer. However, since my customer is a branch of the Federal Government, I could argue that the money they're using to pay for this service is coming from tax monies. So, in effect, we're (taxpayers) all paying for this (including BMC). Was this new support site fully tested in a test environment before rolled out to production? I'd say we have an enormous pool of testers on this very list willing to help out. </rant> Sorry for the rant, but I feel a little better now. Ben ________________________________ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, November 22, 2006 9:27 AM To: arslist@ARSLIST.ORG Subject: Support site having problems? ** I have been trying to submit a ticket for 20 minutes now, and keep getting an ARERR 9351 when I press Save. Anyone else getting in? The rest of the site seems accessible enough (if not always useful). -- 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___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
