Hi Roy, Seems to me that BMC wants to have it their own way, to the extreme.
Why should every one of their customers install a server patch each time a significant issue is encountered? Wouldn't it be far more sensible for BMC to try to reproduce the issue on the latest patch (which they surely have installed somewhere already)? If they can reproduce it, everyone knows it cannot be corrected by installing the latest patch. If they cannot reproduce it, the result is equivocal - maybe they didn't take the necessary set of steps or their context is somehow different. If they were really interested in providing support, they would have the customer's patch-level on a server & could try to reproduce it there to confirm the steps necessary to manifest the issue. In any case, if they require that we move to the latest patch in order to get real support, they ought to document clearly, concisely, and accessibly all known issues in the patch to which they want us to move. Then we could choose among sets of bugs and take the set that's least undesireable in our situation. Otherwise they're unreasonably expecting us to buy the proverbial pig in a poke. My 2 cents worth, Doug Anderson Opinions expressed are necessarily mine, not necessarily those of the Mayo Foundation. Original message: Date: Fri, 9 Mar 2007 11:57:41 -0800 From: "Ashcraft, Roy W." <[EMAIL PROTECTED]> Subject: Re: Remedy Supported Products Carey, I don't have a problem with their suggesting the latest patch or requesting the logs. All of that is normal. However, I responded with the business reasons why we were not moving to 7.00.01 patch 1 (we just don't have the time it takes to correct the flaws that the patch will insert into the system) and asked if their was an issue addressed in that patch or any patch leading up to it that I missed in my search which directly or indirectly addressed the issue which we were observing (losing authentication and permissions though the mid-tier). The question was ignored and the response from the tech was that to escalate the ticket to engineering we would have to upgrade to the latest patch. This response completely ignores any of BMC's customer's reasons for either moving to a patch or not moving to a patch. It basically says that to get support, you have to be on the latest patch. Otherwise, we'll listen to you and help you with knowledge base searches that you can do yourself and look at your logs in case you can't read them yourselves, but if you actually need the support you're paying for, be prepared to choke and perform the upgrade with any pain or problems that the upgrade may cause you. Makes you wonder about the value of the support. Roy _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
