I never heard of it until I was asked for it. The tech gave me directions on how to use it (but they were wrong...). When I was finally able to run it the zip file was unreadable. I sent the zip file twice and never heard any more about it or what they found. When I tried to escalate the problem by asking to speak with a supervisor I was rudely put on hold. I hung up after 15 minutes of waiting.
Support is either really good or really bad. Not much inbetween...... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Thursday, May 09, 2013 5:19 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Communities Discussion regarding maintaining our environment details on Support Central ** I've never been asked to use it On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock <rwestbr...@qmxs.com<mailto:rwestbr...@qmxs.com>> wrote: ** Is it a normal process for Support to request the customer to use the "log tool" to fetch all logs? During the last several cases that I have opened with Support in the last nine months the Support techs have never once mentioned such a tool to me. (I thought it would be better to ask this here rather than muck up the discussion over at Communities. I too have been a victim of being asked for logs more than once and then figuring it out on my own or via the List before Support ever got back to me with anything. -Rick ___________________________ Rick Westbrock QMX Support Services From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jason Miller Sent: Wednesday, May 08, 2013 23:43 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: BMC Communities Discussion regarding maintaining our environment details on Support Central ** Hi all, I thought I would share the link to this discussion here. Over the years many of us have aired our Support rants on the list; sometimes about the the specific question being asked. Login and leave your comments regarding the topic since you have Support's virtual ear. (not quite a) Poll - environment log for Customer Support<https://communities.bmc.com/message/320641> Jason _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
