Thanks for the update on support, Doug. It's nice to know you all are keeping a finger on the "pulse" of your ARS community - David Easter's presence on the list has been particularly beneficial to all.
While we are on the topic of the SupportWeb, are we ever going to see the Remedy Knowledge Management product appear there as a supported product, i.e. with the latest patches (see ISS03150692) and technical bulletins/defect reports. Since every version of it released over the last several years has required large amounts of post-install cleanup, either of erroneous files, incorrect field lengths, or conflicting api files, etc., it is very hard to support when NONE of that is kept on the SupportWeb. The problems go way beyond the few customer advisories that have been sporadically posted over in the documentation section, and change significantly between releases. No patch has ever appeared in the Remedy Heritage Products download site, which is where I would expect them to be. The last patch support sent me in July they apparently should NOT have, and it is still partially installed on one of my environments. It just seems as if this product is treated like the red-headed stepchild of BMC, and that is unfortunate. Even the ITSM patches like to wipe out the hand-customization that it still requires to integrate it with Incident and Problem Management. The people in that unit are very knowledgeable, and have gone to great lengths in the past to walk me through all of the manual fixes required, but that information is not on supportweb, nor are their patches, nor is there any indication that the ITSM developers consider it an integrated application. If it is not on your list of support issues, please put it there. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://itsm.unt.edu/ > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mueller, Doug > Sent: Sunday, October 07, 2007 2:29 PM > To: arslist@ARSLIST.ORG > Subject: FW: BMC Support -- A note from BMC _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
