Axton; THANKS for your efforts, and I do agree with this, as well as the other thread: >> How about a list of Open Bugs for ITSM 7.0.01/02 Patch003?
However this yields the question of the "YAS" (Yet Another System) factor of this. While this maybe good as the 'community' of "professional arsystem developers", I think I would address this differently to BMC/Remedy... We all know that there ARE REMEDY/BMC PEOPLE on the list! So, here this comes, and my .002 verison-euro :) Every RUG we have the "Evening with Engineering" which is ALWAYS a very good meeting and interface with the core teams. Engineering takes the PRO-ACTIVE approach, in getting WITH the people, to ask about things that "went good" but more over things that "Went Bad" and "Areas of Improvement" and "Future Thinking"... Why not also provide an "Evening with Support" of the same style? You could also have the same other "Evening With's" so to say, such as the "Applications", ... I've been involved in Customer Service in the electronics industry since 1979, and this is a much needed "CIP" (Continuous Improvement Process) or "Deming Cycle" (always review and improve)... Yes BMC/Remedy Customer Service has vast areas of improvements, but they also deserve their credit WHERE and WHEN DUE. When I was working a L3 tech supporting all the field specialists, who caught the brunt of the issues/frustrations from the field? L3 Support personnel, NOT Engineering! (well ok the field specialists caught it first and passed it on!) Of course as a L3 person we beat-up engineering for all of our bruises as well! (Remember that the person ON the phone is not the person coming to FIX your phone, so when they are hours late poke the correct person!!) So, the BMC Person(s) reading this mail would like to contact me privately, I can provide you past templates for such Customer Service to Customer Meetings which has been quite successful in past organizations! The issue is that BMC Support Management needs to initiate the action in this circumstance... One of the major issues in supporting a system like Remedy and ITSM version X applications, is that no-one ever uses them 100% OUT OF THE BOX. This will be the issue with this proposed bug-tracker, as there is so much information needed to properly begin to Classify the issue for it to become reliable, and then the 'who' is entering the data as well :( IF this is only for 100% IN THE BOX applications, and ONLY concerns "AR System and above" topics, it might be able to work, because there is no "Environment" involved (host-os, java, database, ...) although those __ARE__ important in "certain circumstances"... However, this might be what is needed in order to push BMC-Support to step forward and ask their "user community" what they would LIKE to see and have, versus "this is what we GIVE you, like it or.." (unfortunately in this circumstance there is no ..leave it). 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. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Saturday, March 10, 2007 10:27 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Supported Products Ok, the app is available at the following url: http://arswiki.org/bugs There is still some configuration that has to be done (add products, versions, etc), but it's set up and backed up, and the basic configuration is done. I would really like to see an interface this informative, useful, and intuitive that provides this level of visibility on the BMC site for defect tracking (populated and maintained by BMC's internal support processes and related avenues of information, such as partners that provide support services). Could such a thing be done? Ah well, if anything comes of this, I hope that the people at BMC responsible for the support and development organizations see this message, get a glimpse of what software in the arena of bug tracking does, take notes, and then do something about the current state of things. There are so many features that just make sense: - Ability to vote on a bug (using predefined limits, can change a bug to a confirmed status; could be used by engineers, customers, whatever makes sense if applied at BMC) - Notification to submitter and cc list when a bug is resolved - Notification to submitter and cc list when a bug is updated - Notification to submitter and cc list when a bug is reopened - Ability to add yourself to the cc list for defects - Ability to chart defects per status/product/component/version/platform/severity/etc - would sure be useful when deciding whether to upgrade, no? - Selections for component, platform, version, product, etc. when creating the bug - Ability to search bugs To answer some Michelle's questions, I have no power over BMC or their internal processes, what I can do though is bring to light some serious problems in the way things are done currently, give an example of how to do it better, and get enought traffic such that they are inclined to look and think about the problem. Whether they take any type of action and how long they take to do anything about it is up to them. Look at it this way; the more information in the bugs db, the more likely they will step up the pace to do something about the current arrangement (using my site or improving their own); either way I'm happy. BMC will have the same visibility and access to the site as anyone else; there is an extensive reporting interface where they can gather whatever information they choose. Each bug on the bugzilla site has a keyword field where BMC's defect id could be entered, this would allow easy cross-referencing. Axton Grams On 3/10/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote: > I would vote for it if it is not to much trouble for you. > > *Rocky* > > Rocky Rockwell > eMA Team - Remedy Developer > [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > Ph#1: 214-567-8874 > Ph#2: 325-884-1263 > > > > Axton wrote: > > If there is sufficient interest, I will set it up. The software is > > free. Aside from periodic patches and the initial setup (backups, > > configuration, etc), the maintenance is negligable. Plus, it would > > complement the Trac/SVN apps I have set up. > > > > Speaking of, if anyone wants to start a Remedy related development > > project (c, java, def, etc), I am open to hosting an svn repository, > > Trac interface, and maybe a bugzilla app (have to see if there is more > > interest). The data is backed up up across country nightly, then to > > tape, which is stored at a secure site. 20 days worth of backups are > > retained on immediate storage and 20 months worth on tape (at least > > until the storage needs to be upgraded). The only requirement to use > > the site is: the software has to be available under an OSI approved > > license. > > > > If interested email me. > > > > Axton > > http://arswiki.org > > > > On 3/9/07, Watson, Benjamin A. <[EMAIL PROTECTED]> wrote: > >> Axton, > >> > >> Wanna stand up a Bugzilla portal off of your ARSWiki? > >> > >> I'd be glad to submit a list of RKM related bugs that I've uncovered > >> and fixed. > >> > >> Ben > >> > >> ________________________________ > >> > >> From: [EMAIL PROTECTED] on behalf of Carey Matthew Black > >> Sent: Fri 3/9/2007 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" > >> > > > > ________________________________________________________________________ _______ > > > > 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" > ________________________________________________________________________ _______ 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"
