I can go you one better: I used the e-mail link on the EPD download page to submit an issue because while I can download the documentation for 7.5 just fine whenever I click any of the links to the actual installer files (which are several hundred MB each) my browser just hangs and never gets anywhere. The response I got back from Support was the same canned "add your Support ID to your account" text. I never said that I couldn't see the product, I just can't get the download to proceed in my browser. I guess I should have included a screen shot of the download page clearly showing the 7.5 download links.
-Rick _________________________________ Rick Westbrock PETCO Telecom Engineer ri...@petco.com -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan Sent: Monday, January 26, 2009 9:10 AM To: arslist@ARSLIST.ORG Subject: Re: My Entitled Products problem 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_Compatibili >>> ty >>> -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"
