Doug, Would really appreciate some ARSSSO functionality and support as well.. Is this going to happen ? There is no current Tomcat / Solaris ARSSO support. There is ability to ARSSO someone who actually has a password in the system, only those who are LDAP authenticated. There is no actual - ARSSOINFO.dll's Floating around for the UT AutoLogin capabilty. I have heard rumors of one, I have asked for one, I asked that someone would send me one.. but all has been a no go..
Any help in the area would also be appreciated.. I know if I was a Coder, I might be able to create one. But it does help to actually have an example that works too.. Thanks.. any additional help appreciated. On 10/7/07, Mueller, Doug <[EMAIL PROTECTED]> wrote: > > First, I apologize if this message is a repeat. I got a bounce message > saying > it was not posted. It is an important message so I wanted to send it > again to > make sure that it got posted. > > > > Recently, there has been another thread on this list that has discussed > issues/ > challenges/concerns/praises (yes, there have been a couple of those as > well if > you go back and read ALL the messages) for the support team and support > interaction with BMC. > > The support team wanted me to forward a note to you all with some > comments. > > > < see the attached word document > > > > I also wanted to add a few thoughts of my own on the subject: > > There is a committed and dedicated team of support engineers here > working to > help you, our customers. When I interact with the support team -- from > the > front line engineers to the second line through to the escalation team > -- they > all have the focus of helping the customer to succeed. I have not seen > this > passion and focus on the customer diminish. And, there have been some > recent > posts from folks who have been the beneficiaries of these engineers > going out > of their way and out of bounds to help on critical situations. > > ON THE OTHER HAND, have there been issues/problems? Absolutely. Are > there > improvements that need to be made. Absolutely. Are there issues > ranging from > training to support infrastructure that can be improved? Absolutely. > > Are these areas being worked on? Absolutely. And, I hope you are > seeing some > of the impact of these changes already and you will see more as the > change > continues. > > The end goal of the customer support team is to provide an exemplary > support > experience. This is whether you are simply interacting with the web > site to find > some data or you have a question you need to speak to someone about or > you > (on those hopefully rare occasions) have a flaw or failure you really > need some > assistance with. > > There has been a significant restructuring and transition of the support > team. > Yes, that means that some long term knowledgeable staff have moved to > new roles > and that there is a larger than usual group of new support staff. Yes, > that > means that some of the support staff is in different locations than > before. > There remains work to do in this area with making sure that everyone on > the team > has all the knowledge they need and have the skills (including things > like > language skills in some cases) that they need. The team is committed to > resolving these issues. > > Although the transition has caused some challenge in some areas, it has > also > provided some benefit in others in terms of having folks available at > wider hours > for key issues. We need to make sure that these benefits are retained > while > working through and eliminating any issues from the transition. > > I would hope you are seeing improvements for any area where you have had > a > problem and those improvements should continue. > > The team has had a major focus over the past 4 to 6 months on improving > the > interaction with customers -- especially via the web site. > > Delivered > Automated temp licensing site for all Remedy licenses > This has removed a major source of frustration from customers and > partners > about getting temp licenses and delays in this process > > Coming soon > Mid-tier upgrade to 7.1 > Resolves issues with browser compatibility with Firefox > specifically, > improves performance, more capability > KM changes > Shifting to using the RKM product for KM to provide better > searching, > access to more data sources -- including documents > General web site improvements > More efficient and better structure in many places on the web > site. > Simpler, more efficient product lists. Cleaner, clearer > interaction. > > Internally > Improvements on the customer support application and interactions to > give > the support engineers better access to data about you and about > the > system so they can help you more efficiently > Training -- both hard and soft skills -- is a continuing focus > > These are just a sample of some of the types of things being done. I > have been > working with the team on a number of them and I know that they are > commited to > making it happen and improvements are getting out there. There are some > more > creative ideas behind this set of changes that will come after these > roll out. > > > At the end of the day, I see a support team who remains committed to you > and to > making you successful. There were a large number of changes very > quickly in the > support organization that have caused some disruption and some > challenges -- that > is clear and obvious internally and unfortunately, it is visible in too > many > cases externally as well. There is dedicated effort to do better. > > I strongly encourage you to take advantage of the feedback path offered > in the > message from the support team. They want to hear about challenges or > issues. It > is an important set of input to understand what needs to be fixed. They > are > committed to listening to that feedback and working to correct the > underlying > issues that are causing challenges. By the way, it is OK to use that > path (or > other more traditional paths like the survey feedback) to tell them what > is going > well or when improvements show up that correct challenges. They can > always use > the good feedback too! > > Doug Mueller > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > -- Patrick Zandi _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
