Shawn, I actually remember discussion of a "NEW RFE process" that would provide better feedback to the submitter being discussed at a RUG er.. BUW. ( But most of my RFE's are filed under single phrase statements like "As Designed" or "Rejected" with no confirmation email or discussion with me so that I can understand what those phrases mean.)
I would be willing to "follow the bouncing ball"(2 pages, 4 pages, 10 pages... whatever) if and only if I actually believed that my effort would produce something. ( Even if the only product is just a better understanding by me of the direction of the product.) However, my hope for such a day has faded since Remedy was purchased by "Per3grin3 Systems" (circa 2001). ( And I do not think that BMC has yet helped to make the customers RFE experience any better.) I am also continually surprised that BMC appears to refuse to USE the ARS (Action Request System) for their own business needs. The very idea that they are sending you a file (word, text, etc) is just silly. They can do better than that with an ARS form and about 20 minutes of work. ( To their benefit they are actually using a Mid-Tier that is almost new "Version 7.0.01 Patch 003" for customers now. But I wonder if it sill become "unsupported" before it is upgraded again?) And if there were a way for a development community to help contribute/maintain/build simple applications like this for BMC they might not even need to spend their own time to have the application created. Oh but wait.. there are options... (Circa v4... so this could have been being used for how long?) http://developer.bmc.com/jiveProd/entry.jspa?categoryID=503&externalID=1137 (screen shot here http://developer.bmc.com/jiveProd/entry.jspa?categoryID=519&externalID=1210 ) And I am sure there are other options out there too... But maybe it is just me... Maybe Kinetic, or the ARSList people might be willing to host such an application to be used outside of BMC for the community? -- 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 Tue, Apr 22, 2008 at 2:51 PM, Pierson, Shawn <[EMAIL PROTECTED]> wrote: > ** > > > I don't really want to start a flame war about BMC Support, but I have a > question about RFEs. > > I recently submitted an Issue to BMC to request an enhancement to Change > Management. It's a pretty straight forward request (I asked for the Work > Info to be able to be updated on Closed Change Requests) and thought it > would follow the process all other RFEs had in the past, where the Support > person opens the request with engineering for me. Unfortunately, I was > given a *FOUR PAGE* document and told to fill it out before they would be > able to look at my request. > > So my question is this: How many of you have had to fill out that four page > document for an RFE? > > Keep in mind that the template is four pages, and the actual end result > could be much larger. There is a section on the Word document titled > "Story" where you are supposed to write a story about the change you would > like to see. If it is indeed standard now to write a story to submit an > RFE, I need to choose between "Goldilocks and the three CAB approvers" or > something more modern like "The DougMueller Code". > > Thanks, > > Shawn Pierson _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
