Matt, I even got a request for logs when reporting a problem with saving a Filter. They said it was so that they could see what else was running, but I fail to see how that would be relevant, since it happened at different times and with different activities.
Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, March 09, 2007 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Supported Products Roy, It has been my experience (not only of late, but for several years) that the mantra of "support" is "send us your logs" and "use the latest patch". The amount of support that they provide for anything except the most current patch of the day is to answer questions with statements like: " That might be fixed in a later patch. Have you tried patch "x" yet?" OR " What version of the software are you using?" (For the Nth time for the same support issue.) OR ( And this one is my favorite) " No that is not a bug. Yes the documentation says that, but the actual design is not that. The bug is in the documentation." ( And they even say that when the functionality _changed_ between Major versions and the docs still reflect the "old versions behaviour". ) I am beginning to think that the community could benefit from using a Bugzilla (or some other such bug tracking tool) that the whole community could map to BMC bugs and publish to the whole community. Sure it would be more work for us, but we might actually be able to group evaluate a patch instead of having to suffer individually through the same issues over and over again. -- 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 3/9/07, Ashcraft, Roy W. <[EMAIL PROTECTED]> wrote: > ** > > > 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 ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
