When you run into issues like this where you know the support person is wrong, ask for the issues to be escalated. There are some issues with the new entitlement features added to the supportweb that are working to be resolved.
There's no need to destroy furniture or you forehead to get these types of things working :) Thanks, Axton Grams 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. On Mon, Jan 26, 2009 at 10:40 PM, Wheeler, Dylan <dy...@cnd-systems.com>wrote: > 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 >>>>> >>>> >>>> ______________________________________________________________________ >>>> _________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>>> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >>>> >>>> >>> ________________________________________________________________________ >>> _______ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum >>> Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >>> >>> >>> _______________________________________________________________________________ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >>> >>> >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >> >> Private and confidential as detailed here: >> http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access >> the link, please e-mail sender. >> >> >> _______________________________________________________________________________ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" >> >> > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
