If Column logged the original defect, they should contact BMC Support and explain the situation. Or, another customer with a maintenance contract (or Column itself) could open a new defect. Either works.
-David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Thursday, January 20, 2011 09:52 AM To: arslist@ARSLIST.ORG Subject: Re: No Plans To Fix (SW00377001) So....what needs to happen to get this defect re-opened?....it is happening against the Web client. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 20, 2011 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: No Plans To Fix (SW00377001) That would be correct. If the issue can be duplicated when a user logs in through the Mid-Tier or an API program, then it would remain a valid defect and could continue to be considered for a future release. If that's the case, then the defect was closed in error (influenced, as you say, but it being logged against the wrong component). In general, this is an important concept to remember when logging defects or RFEs. Because the future is the web client, make sure that issues not unique to the Remedy User client are submitted as occurring through the web client (or API programs) as well. It will help ensure the issue is processed properly. Thanks, -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, January 20, 2011 09:19 AM To: arslist@ARSLIST.ORG Subject: Re: No Plans To Fix (SW00377001) LJ, What if a read user logs in thru Mid-Tier? If the logs show the same thing then it sounds like ColumnIT opened the ticket to Remedy against the wrong item (Client instead of Server). -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 20, 2011 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: No Plans To Fix (SW00377001) ** Hi LJ, The defect was logged against the AR System 7.5.00 Remedy User client. As announced over a year ago, the Remedy User client is being discontinued. Only business critical issues would be addressed in any patches to existing versions of the Remedy User client. Also, the defect was tentatively targeted to be considered in the 7.6.04 release of AR System, but again only business critical issues would be addressed around the Remedy User client and it was evaluated by BMC that this was not of critical business impact. According to the defect, it was not ever assigned to be delivered in a patch - the target release was always the internal codename for the 7.6.04 release. Hope that helps answer your question. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Thursday, January 20, 2011 08:38 AM To: arslist@ARSLIST.ORG Subject: No Plans To Fix (SW00377001) ** WHAT???? Ok.here is the problem. I logged a support ticket with ColumnIT regarding a problem in 7.5 where when a Read user logs in, if you have user logging turned on it shows garbage characters in the log where the word 'READ' should appear. Column IT opens an issue with BMC. BMC recognizes it as a Defect and opens Defect ID SW00377001 stating that it will be corrected in a later patch. Today I checked back to see if it was going into a 'soon' patch and see that the defect is closed.I look at the details and see that the classification of the defect is 'No Plans to Fix' I can't believe this.I go through all the effort to report a bug, they recognize it as a bug, but close the defect saying they aren't planning on fixing it?....what is this crap? ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
