I understand. For me, the issue is less the location/mechanic, it's more the underlying policy/mindset. Whether it's housed in a community site or an RFE ticket, the mechanism doesn't impact the culture. Until 2 things happen, it's all window dressing...
1. re-align the mindset by support and development that RFE's are important, should be staffed, tracked and budgeted into release cycles at a much higher level than they are now. 2. Related, stop the mindset that feels that telling customers to submit an RFE absolves BMC folks from being responsible for being champions of RFE's. Again, at the end of my support call, for example, the agent should have said "I'm going to submit an RFE for this against your contract number. You can track the disposition/progress at www.blahblahblah." Going back to #1, if BMC demonstrated that RFE's actually get tracked, adjudicated and developed/deployed in a timely manner (requiring more cost/people in the short-sight but greatly increasing brand loyalty and satisfaction/retention in the long run), then telling a customer that at the end of a call would both increase satisfaction and increase value to the product because submissions will have real-life case history to refer to. Seems simple enough to me, but I"m a process person just as much as a tools tech. The devil is in the operational cost, which seems to be arsenic to some peoples' thinking... Ray _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
