I didn't want to save this for more Friday humor this week. I got
another response to this from support and here is a short outtake from
it.
-------------------------------------------
In our new EPD search tool, I got the below information associated
with your company name.
XXXXXX FASTTRACK 2009-12-30 BMC Remedy IT Service Management Suite
Unfortunately, I don't find BMC Remedy AR System Server listed as your
company owned products, I am afraid it is the cause that you are not
able to download it. For now you can click the "request trial" button
to get a trial version for BMC Remedy AR System Server, or maybe
contact our Sales Representative for trial version.
------------------------------------------
For the record, we just moved back to BMC for support and bought the
new ITSM licensing schema. I guess according to support, when you buy
the ITSM suite, you get Asset, Change, Incident, Problem, etc, but you
don't get ARS? hah
I now have a headache and a dent in my desk.
Dylan
Pacific Life
Quoting "Pierson, Shawn" <shawn.pier...@sug.com>:
I see all three versions of everything logged in on mine. I think
what David is pointing at is that in some cases there are multiple
support ids, and that if you don't have the right one that your
support contract is tied to, you may not be able to download them.
That still doesn't explain why you can see ARS 7.1, but I've seen
situations like that before. Once BMC created a separate support id
for us to download a demo of something, and my coworker at the time
made that his primary support id on his profile. That caused some
issues, and it could be similar to what you are running into.
I'm not saying this is the case, but you may want to double check
your support ids at least to eliminate that as a factor.
Shawn Pierson
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan
Sent: Friday, January 23, 2009 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: My Entitled Products problem
Hi David
I understand that it is supposed to show the products per support id.
Is that limited to versions as well?
I see ITSM in there, but it will only allow me to download 7.1.0
Normal hiccups for a new process, understandable. Just kind of
dumbfounded by the response I got when I reported the problem.
The spaceman comment was me being amused that a BMC support person
would tell me that ARS 7.0.01 does not exist.
Maybe it was removed from EPD and it is now being stored in Area 51 :)
Dylan
Quoting "Easter, David" <david_eas...@bmc.com>:
Just FYI, my understanding is that your Entitled Products list is linked
to those products that are covered under your support contract - hence
the need to manage your support IDs in EPD. You may wish to check if
the support ID you entered into the EPD site is the one you have for
your AR System purchase.
Although it's pretty cool to be called "space men" - I always wanted to
be an astronaut. ;-)
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan
Sent: Friday, January 23, 2009 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: My Entitled Products problem
hah yeah, unfortunately that's the way my whole week has been going.
I guess 7.0.01 was developed by space men and installed on my servers :)
That's pretty much what I did though, plus I pointed out that the matrix
also lists 7.5 as the current version. So if it's not available it
shouldn't be the current one.
So maybe I'll get a response back by Tuesday saying they received my
response and they'll look into it.
Dylan
Quoting Carey Matthew Black <black....@gmail.com>:
Dylan,
Wow.... I bet you wish that was some kind of "Friday humor" post
too...
It may help to point that (clueless) support person at the
compatibility matrix on BMC's site:
http://www.bmc.com/support/bmcremedycomp/index.htm
And specifically:
http://www.bmc.com/support/bmcremedycomp/AR_System_7_0_1_Compatibility
-Matrix_v1_05.htm
Sigh.
--
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 Fri, Jan 23, 2009 at 1:36 PM, Wheeler, Dylan
<dy...@cnd-systems.com> wrote:
Looks like my last email didn't go through. Sorry if it eventually
does and this doubles.
Just wanted to say good luck, still no joy for me. Here is the last
response I got from BMC.
--------------------------------------
Version 7.5 (the highlighted row) is not available. The latest
version available is 7.1.00. This customer may have received a copy
of 7.5 somehow, but they could not have ever downloaded from EPD, and
will not be able to until it is available. As for 7.0.01, I don't
see that there is or ever was a version 7.0.01. 7.1.00 is available,
but 7.0.00 is not available for shipment.
-------------------------------------
So I guess the 7.0.01 version I have running on my servers was
created by some mystical being and teleported on there.
Dylan
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