That really depends on what the fix to the problem is and whether or not there will actually be a fix engineered by Remedy support or not..
They have for example, outstanding issues with the Remedy Customer Support application. I have been on projects with a customer, who have had performance problems and these problems have mainly been due to bad queries or queries run against large tables with no appropriate indices, etc. I haven't heard that there were any official fixes to these problems, and part of my project with this customer was to correct these problems myself. Your best bet in such cases would be to document the changes you have made to fix these problems, as well as take backup def files of your changes if that is possible. BEFORE applying any patches later, it would be good to read through the read me files and check to see if the list of fixes corresponds to the fixes you have implemented yourself as chances are the fix might be the same thing. It might also be a good idea to notify Remedy support of that bug and inform them about the changes you have had to make to correct them. That way they might be able to advise you based on the record of that incident with them on their records, on the best way to install a new patch that they have released as they should be able to have a fair idea (hopefully) of the changes their patch would install on your system and would know if that would interfere with any changes you have implemented manually prior to the patch.. Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 18, 2007 11:17 PM To: arslist@ARSLIST.ORG Subject: Should we be fixing vendor bugs? Hi AR Listers, I'm not sure if this question has been posted before. We are on IM/PM 7.0.2 patch 5 and have found some out of the box bugs from our system testing. Some of these bugs are high priority for us to fix them now because they cause either confusion to users or inconsistency. We've reported some in the past but not sure whether they would be fixed in the next patch. Our concern is that if we fix them by ourselves would it cause add-on complexity when we apply the next IM/PM patch (in case they do get fixed in the patch)? How do you handle vendor bugs if they are something you have to fix sooner than later? Your feedback is much appreciated. Thanks, ~Mary 949-975-5180 ext - 55180 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
