IF that is how Remedy (er' BMC) is going to run their support, they have taken a step backwards in time into the dark ages...
I am unsure why the are doing that, but that is typical "ask the customer the 50 questions" (which you already input into the ticket, like environment, patch levels and such) then they say "oh you are not at the BLEEDING EDGE" (which no one really "every wants to be" but the DST Patch 21 issue is a point that we "have to be" sometimes)... This is equivalent of your car repair shop saying "we are not going to look at the issue, but upgrade your engine to X" but ignoring the costs, etc... As I mention in the past, and keep pushing for in the future... Development => Test => Production Is needed for all applications, and application suppliers must understand that licenses must be 'free' for these development and test environments. Application & User licenses, etc. If they are concerned of "miss-use" then THEY need to establish a AUDIT process :-) Personally I'd call my salesman (whoops, salesperson) and give them an earful... Also this whole "version number" and "Patch Number" thing they have been doing is totally out of control :-( (different thread on this a while ago as well)... So, move over, I think the soap box is going to get quite full :-) Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ashcraft, Roy W. Sent: Friday, March 09, 2007 7:52 AM To: arslist@ARSLIST.ORG Subject: Remedy Supported Products I opened a ticket with BMC yesterday over a problem we are having with Mid-Tier 7.00.00 patch 2. The immediate response, which was expected, was to update to version 7.00.01 patch 1. I responded explaining the business reasons why that is not feasible for our situation. I very quickly received a response indicating that in order for them to escalate this to engineering we would have to upgrade to the latest patch. Is BMC only supported the current patch release now and forswearing all support for past products, no matter how recent? Roy Ashcraft Systems Analyst SAIC [EMAIL PROTECTED] (402) 293-5218 __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
