Re: Atrium SSO and CAC Authentication
John, According to what I have read " OpenSSO will continue to be developed and supported by ForgeRock under the name of "OpenAM". Do we really care if it is Oracle or ForgeRock that carries it forward? Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: October 18, 2011 4:23 AM To: arslist@ARSLIST.ORG Subject: Atrium SSO and CAC Authentication Guillaume, You make a very valid point. Marketing, and Matt L, believe BMC have a competent SSO solution suitable for the enterprise. At this point in time, they do not, and I suspect senior management have no idea that AtriumSSO is an open source solution (OpenSSO) killed off by Oracle. I was contacted by someone from a large US oil company who was given the run around by BMC over SSO. After approaching Google, the person discovered the same senior product manager who said, "We know of no other solution", had been posting to ARSlist and knew of SSO Plugin. The person made his feelings known to BMC after discovering he could deploy SSO Plugin in the space of an hour, and the license cost was far cheaper than bringing BMC consultants on site. And we gained another client. John ___ 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"
Atrium SSO and CAC Authentication
Guillaume, You make a very valid point. Marketing, and Matt L, believe BMC have a competent SSO solution suitable for the enterprise. At this point in time, they do not, and I suspect senior management have no idea that AtriumSSO is an open source solution (OpenSSO) killed off by Oracle. I was contacted by someone from a large US oil company who was given the run around by BMC over SSO. After approaching Google, the person discovered the same senior product manager who said, "We know of no other solution", had been posting to ARSlist and knew of SSO Plugin. The person made his feelings known to BMC after discovering he could deploy SSO Plugin in the space of an hour, and the license cost was far cheaper than bringing BMC consultants on site. And we gained another client. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
Matt, This is my email account if you need to contact me. Michael Ziniti Data Center Operations | Service Excellence | Tools Enablement San Francisco Work: 415-537-5263 Cell: 516-729-8150 Email: michael.p.zin...@accenture.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau Sent: Monday, October 17, 2011 1:47 AM To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO and CAC Authentication ** (Update for all listers about BMC Support) Executives in Support, including Mary Morgan<http://www.linkedin.com/pub/mary-morgan/2/465/633> (who runs Global Premier organization), are fully playing ball. They contacted John Doe directly, proposing pragmatic actions, see some headlines: - We do take the level of service we provide in Premier support very seriously and I would like to better understand your specific experiences because this is indeed disappointing - I need to know where we are falling down so that corrective action can be taken @Mike Ziniti, e-mail bumps back when we use versi...@aol.com<mailto:versi...@aol.com> Please let us know best way to interact. Take care, Matt Laurenceau Senior Community Ambassador WW Global Marketing Mobile: +33 6 73 51 94 85 Tour Manhattan 6, place de l'Iris - La Défense 2 92095 Paris La Défense Cedex, FR [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image001.gif]<http://www.bmc.com/> [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image002.gif]<http://communities.bmc.com/> [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image003.gif]<http://twitter.com/bmcsoftware> [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image004.gif]<http://www.facebook.com/pages/BMC-Software/94099042471?ref=ts> [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image005.gif]<http://www.youtube.com/user/BMCSoftwareBMCtv> [file:///C:\DOCUME~1\mlaurenc\LOCALS~1\Temp\msohtmlclip1\01\clip_image006.gif]<http://media.cms.bmc.com/images/icon_signature_linkedin.gif> On Thu, Oct 13, 2011 at 11:15 PM, Matt Laurenceau mailto:matt.laurenc...@gmail.com>> wrote: Mike, John, all, BMC Support plays ball, from terrific Executives to great Individual Contributors (you probably all know Mark W or Jim W). Things sometimes do not work as expected. I'll work with a couple of you on pragmatic (actionable) examples to identify areas for improvement (tech details, communication, process). We'll update this thread in the process (only from time to time, let's not create a huge thread) Thanks, ~ Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com<mailto:matthieu_laurenc...@bmc.com> Follow me @Matt_L Skype: matt.laurenceau On 13 oct. 2011, at 18:19, Axton mailto:axton.gr...@gmail.com>> wrote: ** Stakeholders have to be more than just shareholders, IMHO. This applies to the community, environment, employees, customers, shareholders, and so on. I don't think the status quo reinforces this whole notion. Quiet the opposite, in fact. On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi mailto:remedy...@gmail.com>> wrote: ** Pay the people who do good work, appropriately and do not undercut with inexperienced cheap sweat shop to make your 90 day quota numbers.. IF you live by numbers you exclude people.. if you exclude people you disenfranchise customers, if you disenfranchise customers you loose credibility and integrity, if you loose integrity and credibility you will disappear or will be absorbed by someone else or even fall into corruption. IMHO On Thu, Oct 13, 2011 at 10:50 AM, John Doe mailto:hornetl...@yahoo.com>> wrote: ** Oh Matt.. Your intentions are good, I appreciate that. Unfortunately I have watched our premier support tank this year. Cases are now taking 6 months to resolve instead of weeks. We are constantly getting the runaround. No updates take place until the morning before our conference call. They are so busy they can't concentrate on any one case from any one company. Our premier support has been taken off our cases to cover "higher" grossing customer's cases. It's an instance of being spread too thin. Folks who have been around premier support engineering (not managers, but actual engineers with lots of Remedy problems daily) for a while and have a barometer understand. BMC is growing and I understand that. It's just unfortunate the engineers have to suffer. Engineering is not sales and cannot be managed the same. Familiarity does not equal experience. Premier support has such a large umbrella. All of us agree with that. Hiring engineers into that umbrella that do not have the proper experience and then cross training them is one thing. But turning them loose to support a customer and give
Re: Atrium SSO and CAC Authentication
That's very true. Marketing is, for better of for worse, part of what drives Engineering. Sometimes they get too much control. It's a balancing act, and one I hope BMC gets in better balance. We'll see how effective their C-team is, because it has to be driven from that level. Rick On Mon, Oct 17, 2011 at 9:22 AM, Guillaume Rheault wrote: > ** > agree. However, for that to happen, it would mean that the marketing people > would take a back seat...they need to let go the reins. > but this is hard to do in public companies. As you know, this topic has > been on for at least the past 5 years so obviously it's not easy to tell the > marketing and spreadsheet people to take a hike or at least a sabatical > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arslist@ARSLIST.ORG] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Monday, October 17, 2011 11:33 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Atrium SSO and CAC Authentication > > ** Agreed about the process; this is NOT a "Support problem". Bugs come > from Engineering through QA, and then become Support's problem. Fix the > balance between Engineering and QA, and you don't have an overloaded support > department and ticked off customers. Why is this so hard for BMC to figure > out and implement? I know they have people there smarter than I am. > > Rick > > > _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"
Re: Atrium SSO and CAC Authentication
agree. However, for that to happen, it would mean that the marketing people would take a back seat...they need to let go the reins. but this is hard to do in public companies. As you know, this topic has been on for at least the past 5 years so obviously it's not easy to tell the marketing and spreadsheet people to take a hike or at least a sabatical Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Rick Cook [remedyr...@gmail.com] Sent: Monday, October 17, 2011 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO and CAC Authentication ** Agreed about the process; this is NOT a "Support problem". Bugs come from Engineering through QA, and then become Support's problem. Fix the balance between Engineering and QA, and you don't have an overloaded support department and ticked off customers. Why is this so hard for BMC to figure out and implement? I know they have people there smarter than I am. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
Agreed about the process; this is NOT a "Support problem". Bugs come from Engineering through QA, and then become Support's problem. Fix the balance between Engineering and QA, and you don't have an overloaded support department and ticked off customers. Why is this so hard for BMC to figure out and implement? I know they have people there smarter than I am. Rick On Mon, Oct 17, 2011 at 8:20 AM, arslist wrote: > ** > > I am also told that unlike this year where having Support at WWRUG11 fell > through the week before the conference, > > they will be present at WWRUG12 so that there can be some face to face > discussion of issues and how to resolve them. > > Obviously the expectation is that they will also be able to tell what they > have done to improve services in that time. > > ** ** > > There are signs, like Matt Laurenceau being active on the ARSlist, that BMC > is aware of some problems and wants to figure out ways > > To clear them up. > > ** ** > > [throwing money at engineers won’t help if the process is broken, we’ll > ignore the irony of process at BMC being broken…] > > ** ** > > …. Daniel > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Matt Laurenceau > *Sent:* October 17, 2011 4:47 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Atrium SSO and CAC Authentication > > ** ** > > ** (Update for all listers about BMC Support) > > ** ** > > Executives in Support, including Mary > Morgan<http://www.linkedin.com/pub/mary-morgan/2/465/633> (who > runs Global Premier organization), are fully playing ball. > > They contacted John Doe directly, proposing pragmatic actions, see some > headlines: > > - We do take the level of service we provide in Premier support very > seriously and I would like to better understand your specific experiences > because this is indeed disappointing > > - I need to know where we are falling down so that corrective action can > be taken > > ** ** > > @Mike Ziniti, e-mail bumps back when we use versi...@aol.com > > Please let us know best way to interact. > > ** ** > > Take care, > > > -- > > *Matt Laurenceau* > Senior Community Ambassador > WW Global Marketing > > Mobile: +33 6 73 51 94 85 > > Tour Manhattan > 6, place de l'Iris - La Défense 2 > 92095 Paris La Défense Cedex, FR > > [image: BMC Software] <http://www.bmc.com/> > > > > [image: BMC Communities] <http://communities.bmc.com/> > > [image: Twitter] <http://twitter.com/bmcsoftware> > > [image: > Facebook]<http://www.facebook.com/pages/BMC-Software/94099042471?ref=ts> > > > [image: YouTube] <http://www.youtube.com/user/BMCSoftwareBMCtv> > > [image: LinkedIn]<http://media.cms.bmc.com/images/icon_signature_linkedin.gif> > > > > > ** ** > > On Thu, Oct 13, 2011 at 11:15 PM, Matt Laurenceau < > matt.laurenc...@gmail.com> wrote: > > Mike, John, all, > > ** ** > > BMC Support plays ball, from terrific Executives to great Individual > Contributors (you probably all know Mark W or Jim W). > > Things sometimes do not work as expected. > > ** ** > > I'll work with a couple of you on pragmatic (actionable) examples to > identify areas for improvement (tech details, communication, process). *** > * > > We'll update this thread in the process (only from time to time, let's not > create a huge thread) > > ** ** > > Thanks, > > ~ Matt Laurenceau > > Senior Community Ambassador, BMC Communities > > matthieu_laurenc...@bmc.com > > Follow me @Matt_L > > Skype: matt.laurenceau > > ** ** > > > On 13 oct. 2011, at 18:19, Axton wrote: > > ** Stakeholders have to be more than just shareholders, IMHO. This applies > to the community, environment, employees, customers, shareholders, and so > on. I don't think the status quo reinforces this whole notion. Quiet the > opposite, in fact. > > On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi > wrote: > > ** Pay the people who do good work, appropriately and do not undercut with > inexperienced cheap sweat shop to make your 90 day quota numbers.. > > IF you live by numbers you exclude people.. if you exclude people you > disenfranchise customers, if you disenfranchise customers you loose > credibility and integrity, if you loose integrity and credibility you will >
Re: Atrium SSO and CAC Authentication
I am also told that unlike this year where having Support at WWRUG11 fell through the week before the conference, they will be present at WWRUG12 so that there can be some face to face discussion of issues and how to resolve them. Obviously the expectation is that they will also be able to tell what they have done to improve services in that time. There are signs, like Matt Laurenceau being active on the ARSlist, that BMC is aware of some problems and wants to figure out ways To clear them up. [throwing money at engineers wont help if the process is broken, well ignore the irony of process at BMC being broken ] . Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau Sent: October 17, 2011 4:47 AM To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO and CAC Authentication ** (Update for all listers about BMC Support) Executives in Support, including Mary Morgan <http://www.linkedin.com/pub/mary-morgan/2/465/633> (who runs Global Premier organization), are fully playing ball. They contacted John Doe directly, proposing pragmatic actions, see some headlines: - We do take the level of service we provide in Premier support very seriously and I would like to better understand your specific experiences because this is indeed disappointing - I need to know where we are falling down so that corrective action can be taken @Mike Ziniti, e-mail bumps back when we use versi...@aol.com Please let us know best way to interact. Take care, _ Matt Laurenceau Senior Community Ambassador WW Global Marketing Mobile: +33 6 73 51 94 85 Tour Manhattan 6, place de l'Iris - La Défense 2 92095 Paris La Défense Cedex, FR <http://www.bmc.com/> BMC Software <http://communities.bmc.com/> BMC Communities <http://twitter.com/bmcsoftware> Twitter <http://www.facebook.com/pages/BMC-Software/94099042471?ref=ts> Facebook <http://www.youtube.com/user/BMCSoftwareBMCtv> YouTube <http://media.cms.bmc.com/images/icon_signature_linkedin.gif> LinkedIn On Thu, Oct 13, 2011 at 11:15 PM, Matt Laurenceau wrote: Mike, John, all, BMC Support plays ball, from terrific Executives to great Individual Contributors (you probably all know Mark W or Jim W). Things sometimes do not work as expected. I'll work with a couple of you on pragmatic (actionable) examples to identify areas for improvement (tech details, communication, process). We'll update this thread in the process (only from time to time, let's not create a huge thread) Thanks, ~ Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 13 oct. 2011, at 18:19, Axton wrote: ** Stakeholders have to be more than just shareholders, IMHO. This applies to the community, environment, employees, customers, shareholders, and so on. I don't think the status quo reinforces this whole notion. Quiet the opposite, in fact. On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi wrote: ** Pay the people who do good work, appropriately and do not undercut with inexperienced cheap sweat shop to make your 90 day quota numbers.. IF you live by numbers you exclude people.. if you exclude people you disenfranchise customers, if you disenfranchise customers you loose credibility and integrity, if you loose integrity and credibility you will disappear or will be absorbed by someone else or even fall into corruption. IMHO On Thu, Oct 13, 2011 at 10:50 AM, John Doe wrote: ** Oh Matt.. Your intentions are good, I appreciate that. Unfortunately I have watched our premier support tank this year. Cases are now taking 6 months to resolve instead of weeks. We are constantly getting the runaround. No updates take place until the morning before our conference call. They are so busy they can't concentrate on any one case from any one company. Our premier support has been taken off our cases to cover "higher" grossing customer's cases. It's an instance of being spread too thin. Folks who have been around premier support engineering (not managers, but actual engineers with lots of Remedy problems daily) for a while and have a barometer understand. BMC is growing and I understand that. It's just unfortunate the engineers have to suffer. Engineering is not sales and cannot be managed the same. Familiarity does not equal experience. Premier support has such a large umbrella. All of us agree with that. Hiring engineers into that umbrella that do not have the proper experience and then cross training them is one thing. But turning them loose to support a customer and give troubleshooting advice for modules they are not very familiar with is really a hard thing to understand. It's almost as if they are learning as we go. I can understand this from a non-tec
Re: Atrium SSO and CAC Authentication
m with this is >>> obvious. I mean nothing bad to the engineers because they are trying and >>> giving their best. It's just an unfortunate circumstance due to growth and >>> unexpected demand. Which is good...for sales. But that has to be >>> shored up on the back-end with engineers. >>> >>> What you are starting to see is there just isn't that much Remedy (BMC >>> products as a whole) engineering experience out there. You cannot >>> manufacture that in a week or two. Especially, with the new and innovative >>> products BMC is pioneering. >>> >>> >>> >>> >>> >>> >>> -- >>> *From:* Guillaume Rheault < guilla...@dcshq.com> >>> *To:* arslist@ARSLIST.ORG >>> *Sent:* Thursday, October 13, 2011 8:27 AM >>> >>> *Subject:* Re: Atrium SSO and CAC Authentication >>> >>> Hi Matt, >>> >>> Are you volunteering to be our "BMC Support expediter" ? >>> Beware of what you are getting into ;-) >>> >>> Guillaume >>> >>> >>> From: Action Request System discussion list(ARSList) [ >>> arslist@ARSLIST.ORG] on behalf of Matt Laurenceau >>> [ >>> matt.laurenc...@gmail.com] >>> Sent: Wednesday, October 12, 2011 3:32 PM >>> To: arslist@ARSLIST.ORG >>> Subject: Re: Atrium SSO and CAC Authentication >>> >>> Thanks for the heads-up. >>> >>> What do you mean by "BMC support are quite lacking." ? (let's fix this :) >>> >>> Take care, >>> >>> >>> Matt Laurenceau >>> Senior Community Ambassador, BMC Communities >>> matthieu_laurenc...@bmc.com >>> Follow me @Matt_L >>> Skype: matt.laurenceau >>> >>> >>> On 12 oct. 2011, at 21:00, Mike Ziniti < >>> versi...@aol.com> wrote: >>> >>> > Hi, >>> > >>> > Has anyone successfully implemented Atrium SSO using CAC >>> authentication? If >>> > so I'm looking for some help on how to correctly set it up since the >>> > documentation and BMC support are quite lacking. >>> > >>> > TIA, >>> > >>> > Mike >>> > >>> > -- >>> > View this message in context: >>> <http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html> >>> http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html >>> > Sent from the ARS (Action Request System) mailing list archive at >>> <http://Nabble.com>Nabble.com. >>> > >>> > >>> ___ >>> > UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> > attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> ___ >>> UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> ___ >>> UNSUBSCRIBE or access ARSlist Archives at <http://www.arslist.org> >>> www.arslist.org >>> attend wwrug11 <http://www.wwrug.com>www.wwrug.com ARSList: "Where the >>> Answers Are" >>> >>> >>> _attend WWRUG11 <http://www.wwrug.com>www.wwrug.com ARSlist: "Where the >>> Answers Are"_ >> >> >> >> >> -- >> Patrick Zandi >> >> _attend WWRUG11 <http://www.wwrug.com>www.wwrug.com ARSlist: "Where the >> Answers Are"_ >> > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > > -- ~ Matt Laurenceau, BMC Software Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me at @Matt_L <https://twitter.com/matt_L> Skype: matt.laurenceau ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
Mike, John, all, BMC Support plays ball, from terrific Executives to great Individual Contributors (you probably all know Mark W or Jim W). Things sometimes do not work as expected. I'll work with a couple of you on pragmatic (actionable) examples to identify areas for improvement (tech details, communication, process). We'll update this thread in the process (only from time to time, let's not create a huge thread) Thanks, ~ Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 13 oct. 2011, at 18:19, Axton wrote: > ** Stakeholders have to be more than just shareholders, IMHO. This applies > to the community, environment, employees, customers, shareholders, and so on. > I don't think the status quo reinforces this whole notion. Quiet the > opposite, in fact. > > On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi wrote: > ** Pay the people who do good work, appropriately and do not undercut with > inexperienced cheap sweat shop to make your 90 day quota numbers.. > > IF you live by numbers you exclude people.. if you exclude people you > disenfranchise customers, if you disenfranchise customers you loose > credibility and integrity, if you loose integrity and credibility you will > disappear or will be absorbed by someone else or even fall into corruption. > > IMHO > > > On Thu, Oct 13, 2011 at 10:50 AM, John Doe wrote: > ** > Oh Matt.. > > Your intentions are good, I appreciate that. Unfortunately I have watched our > premier support tank this year. Cases are now taking 6 months to resolve > instead of weeks. We are constantly getting the runaround. No updates take > place until the morning before our conference call. They are so busy they > can't concentrate on any one case from any one company. Our premier support > has been taken off our cases to cover "higher" grossing customer's cases. > It's an instance of being spread too thin. Folks who have been around > premier support engineering (not managers, but actual engineers with lots of > Remedy problems daily) for a while and have a barometer understand. BMC is > growing and I understand that. It's just unfortunate the engineers have to > suffer. Engineering is not sales and cannot be managed the same. > Familiarity does not equal experience. > > Premier support has such a large umbrella. All of us agree with that. Hiring > engineers into that umbrella that do not have the proper experience and then > cross training them is one thing. But turning them loose to support a > customer and give troubleshooting advice for modules they are not very > familiar with is really a hard thing to understand. It's almost as if they > are learning as we go. I can understand this from a non-technical > perspective. But we are dealing with very technical stuff here. > > It just seems to me and I mean this very respectfully, Premier Support is > being staffed similar to a Help Desk now. The problem with this is obvious. > I mean nothing bad to the engineers because they are trying and giving their > best. It's just an unfortunate circumstance due to growth and unexpected > demand. Which is good...for sales. But that has to be shored up on the > back-end with engineers. > > What you are starting to see is there just isn't that much Remedy (BMC > products as a whole) engineering experience out there. You cannot > manufacture that in a week or two. Especially, with the new and innovative > products BMC is pioneering. > > > > > > > From: Guillaume Rheault > To: arslist@ARSLIST.ORG > Sent: Thursday, October 13, 2011 8:27 AM > > Subject: Re: Atrium SSO and CAC Authentication > > Hi Matt, > > Are you volunteering to be our "BMC Support expediter" ? > Beware of what you are getting into ;-) > > Guillaume > > ____ > From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on > behalf of Matt Laurenceau [matt.laurenc...@gmail.com] > Sent: Wednesday, October 12, 2011 3:32 PM > To: arslist@ARSLIST.ORG > Subject: Re: Atrium SSO and CAC Authentication > > Thanks for the heads-up. > > What do you mean by "BMC support are quite lacking." ? (let's fix this :) > > Take care, > > > Matt Laurenceau > Senior Community Ambassador, BMC Communities > matthieu_laurenc...@bmc.com > Follow me @Matt_L > Skype: matt.laurenceau > > > On 12 oct. 2011, at 21:00, Mike Ziniti wrote: > > > Hi, > > > > Has anyone successfully implemented Atrium SSO using CAC authentic
Re: Atrium SSO and CAC Authentication
Stakeholders have to be more than just shareholders, IMHO. This applies to the community, environment, employees, customers, shareholders, and so on. I don't think the status quo reinforces this whole notion. Quiet the opposite, in fact. On Thu, Oct 13, 2011 at 10:54 AM, patrick zandi wrote: > ** Pay the people who do good work, appropriately and do not undercut with > inexperienced cheap sweat shop to make your 90 day quota numbers.. > > IF you live by numbers you exclude people.. if you exclude people you > disenfranchise customers, if you disenfranchise customers you loose > credibility and integrity, if you loose integrity and credibility you will > disappear or will be absorbed by someone else or even fall into corruption. > > IMHO > > > On Thu, Oct 13, 2011 at 10:50 AM, John Doe wrote: > >> ** >> Oh Matt.. >> >> Your intentions are good, I appreciate that. Unfortunately I have watched >> our premier support tank this year. Cases are now taking 6 months to >> resolve instead of weeks. We are constantly getting the runaround. No >> updates take place until the morning before our conference call. They are >> so busy they can't concentrate on any one case from any one company. Our >> premier support has been taken off our cases to cover "higher" grossing >> customer's cases. It's an instance of being spread too thin. Folks who >> have been around premier support engineering (not managers, but actual >> engineers with lots of Remedy problems daily) for a while and have a >> barometer understand. BMC is growing and I understand that. It's just >> unfortunate the engineers have to suffer. Engineering is not sales and >> cannot be managed the same. Familiarity does not equal experience. >> >> Premier support has such a large umbrella. All of us agree with that. >> Hiring engineers into that umbrella that do not have the proper experience >> and then cross training them is one thing. But turning them loose to support >> a customer and give troubleshooting advice for modules they are not very >> familiar with is really a hard thing to understand. It's almost as if they >> are learning as we go. I can understand this from a non-technical >> perspective. But we are dealing with very technical stuff here. >> >> It just seems to me and I mean this very respectfully, Premier Support is >> being staffed similar to a Help Desk now. The problem with this is >> obvious. I mean nothing bad to the engineers because they are trying and >> giving their best. It's just an unfortunate circumstance due to growth and >> unexpected demand. Which is good...for sales. But that has to be >> shored up on the back-end with engineers. >> >> What you are starting to see is there just isn't that much Remedy (BMC >> products as a whole) engineering experience out there. You cannot >> manufacture that in a week or two. Especially, with the new and innovative >> products BMC is pioneering. >> >> >> >> >> >> >> -- >> *From:* Guillaume Rheault >> *To:* arslist@ARSLIST.ORG >> *Sent:* Thursday, October 13, 2011 8:27 AM >> >> *Subject:* Re: Atrium SSO and CAC Authentication >> >> Hi Matt, >> >> Are you volunteering to be our "BMC Support expediter" ? >> Beware of what you are getting into ;-) >> >> Guillaume >> >> >> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] >> on behalf of Matt Laurenceau [matt.laurenc...@gmail.com] >> Sent: Wednesday, October 12, 2011 3:32 PM >> To: arslist@ARSLIST.ORG >> Subject: Re: Atrium SSO and CAC Authentication >> >> Thanks for the heads-up. >> >> What do you mean by "BMC support are quite lacking." ? (let's fix this :) >> >> Take care, >> >> >> Matt Laurenceau >> Senior Community Ambassador, BMC Communities >> matthieu_laurenc...@bmc.com >> Follow me @Matt_L >> Skype: matt.laurenceau >> >> >> On 12 oct. 2011, at 21:00, Mike Ziniti wrote: >> >> > Hi, >> > >> > Has anyone successfully implemented Atrium SSO using CAC authentication? >> If >> > so I'm looking for some help on how to correctly set it up since the >> > documentation and BMC support are quite lacking. >> > >> > TIA, >> > >> > Mike >> > >> > -- >> > View this message in context: >> http://ars-action-request-system.1093659.n
Re: Atrium SSO and CAC Authentication
Pay the people who do good work, appropriately and do not undercut with inexperienced cheap sweat shop to make your 90 day quota numbers.. IF you live by numbers you exclude people.. if you exclude people you disenfranchise customers, if you disenfranchise customers you loose credibility and integrity, if you loose integrity and credibility you will disappear or will be absorbed by someone else or even fall into corruption. IMHO On Thu, Oct 13, 2011 at 10:50 AM, John Doe wrote: > ** > Oh Matt.. > > Your intentions are good, I appreciate that. Unfortunately I have watched > our premier support tank this year. Cases are now taking 6 months to > resolve instead of weeks. We are constantly getting the runaround. No > updates take place until the morning before our conference call. They are > so busy they can't concentrate on any one case from any one company. Our > premier support has been taken off our cases to cover "higher" grossing > customer's cases. It's an instance of being spread too thin. Folks who > have been around premier support engineering (not managers, but actual > engineers with lots of Remedy problems daily) for a while and have a > barometer understand. BMC is growing and I understand that. It's just > unfortunate the engineers have to suffer. Engineering is not sales and > cannot be managed the same. Familiarity does not equal experience. > > Premier support has such a large umbrella. All of us agree with that. > Hiring engineers into that umbrella that do not have the proper experience > and then cross training them is one thing. But turning them loose to support > a customer and give troubleshooting advice for modules they are not very > familiar with is really a hard thing to understand. It's almost as if they > are learning as we go. I can understand this from a non-technical > perspective. But we are dealing with very technical stuff here. > > It just seems to me and I mean this very respectfully, Premier Support is > being staffed similar to a Help Desk now. The problem with this is > obvious. I mean nothing bad to the engineers because they are trying and > giving their best. It's just an unfortunate circumstance due to growth and > unexpected demand. Which is good...for sales. But that has to be > shored up on the back-end with engineers. > > What you are starting to see is there just isn't that much Remedy (BMC > products as a whole) engineering experience out there. You cannot > manufacture that in a week or two. Especially, with the new and innovative > products BMC is pioneering. > > > > > > > -- > *From:* Guillaume Rheault > *To:* arslist@ARSLIST.ORG > *Sent:* Thursday, October 13, 2011 8:27 AM > > *Subject:* Re: Atrium SSO and CAC Authentication > > Hi Matt, > > Are you volunteering to be our "BMC Support expediter" ? > Beware of what you are getting into ;-) > > Guillaume > > ____ > From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] > on behalf of Matt Laurenceau [matt.laurenc...@gmail.com] > Sent: Wednesday, October 12, 2011 3:32 PM > To: arslist@ARSLIST.ORG > Subject: Re: Atrium SSO and CAC Authentication > > Thanks for the heads-up. > > What do you mean by "BMC support are quite lacking." ? (let's fix this :) > > Take care, > > > Matt Laurenceau > Senior Community Ambassador, BMC Communities > matthieu_laurenc...@bmc.com > Follow me @Matt_L > Skype: matt.laurenceau > > > On 12 oct. 2011, at 21:00, Mike Ziniti wrote: > > > Hi, > > > > Has anyone successfully implemented Atrium SSO using CAC authentication? > If > > so I'm looking for some help on how to correctly set it up since the > > documentation and BMC support are quite lacking. > > > > TIA, > > > > Mike > > > > -- > > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html > > Sent from the ARS (Action Request System) mailing list archive at > Nabble.com. > > > > > ___ > > 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" > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
Oh Matt.. Your intentions are good, I appreciate that. Unfortunately I have watched our premier support tank this year. Cases are now taking 6 months to resolve instead of weeks. We are constantly getting the runaround. No updates take place until the morning before our conference call. They are so busy they can't concentrate on any one case from any one company. Our premier support has been taken off our cases to cover "higher" grossing customer's cases. It's an instance of being spread too thin. Folks who have been around premier support engineering (not managers, but actual engineers with lots of Remedy problems daily) for a while and have a barometer understand. BMC is growing and I understand that. It's just unfortunate the engineers have to suffer. Engineering is not sales and cannot be managed the same. Familiarity does not equal experience. Premier support has such a large umbrella. All of us agree with that. Hiring engineers into that umbrella that do not have the proper experience and then cross training them is one thing. But turning them loose to support a customer and give troubleshooting advice for modules they are not very familiar with is really a hard thing to understand. It's almost as if they are learning as we go. I can understand this from a non-technical perspective. But we are dealing with very technical stuff here. It just seems to me and I mean this very respectfully, Premier Support is being staffed similar to a Help Desk now. The problem with this is obvious. I mean nothing bad to the engineers because they are trying and giving their best. It's just an unfortunate circumstance due to growth and unexpected demand. Which is good...for sales. But that has to be shored up on the back-end with engineers. What you are starting to see is there just isn't that much Remedy (BMC products as a whole) engineering experience out there. You cannot manufacture that in a week or two. Especially, with the new and innovative products BMC is pioneering. From: Guillaume Rheault To: arslist@ARSLIST.ORG Sent: Thursday, October 13, 2011 8:27 AM Subject: Re: Atrium SSO and CAC Authentication Hi Matt, Are you volunteering to be our "BMC Support expediter" ? Beware of what you are getting into ;-) Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Matt Laurenceau [matt.laurenc...@gmail.com] Sent: Wednesday, October 12, 2011 3:32 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO and CAC Authentication Thanks for the heads-up. What do you mean by "BMC support are quite lacking." ? (let's fix this :) Take care, Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 12 oct. 2011, at 21:00, Mike Ziniti wrote: > Hi, > > Has anyone successfully implemented Atrium SSO using CAC authentication? If > so I'm looking for some help on how to correctly set it up since the > documentation and BMC support are quite lacking. > > TIA, > > Mike > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > ___ > 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"
Re: Atrium SSO and CAC Authentication
Hi Matt, Are you volunteering to be our "BMC Support expediter" ? Beware of what you are getting into ;-) Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Matt Laurenceau [matt.laurenc...@gmail.com] Sent: Wednesday, October 12, 2011 3:32 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium SSO and CAC Authentication Thanks for the heads-up. What do you mean by "BMC support are quite lacking." ? (let's fix this :) Take care, Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 12 oct. 2011, at 21:00, Mike Ziniti wrote: > Hi, > > Has anyone successfully implemented Atrium SSO using CAC authentication? If > so I'm looking for some help on how to correctly set it up since the > documentation and BMC support are quite lacking. > > TIA, > > Mike > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > ___ > 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"
Atrium SSO and CAC Authentication
Mike The JSS SSO Plugin supports CAC and some of BMC's largest clients are using it. I don't believe BMC have any AtriumSSO users with CAC at this point in time. We take support seriously and we can arrange a webex to get it up and running within 24 hours, subject to agreement on a convenient time - but you can probably do it yourself as the product is very easy to install. Download a free evaluation today: http://www.javasystemsolutions.com/jss/ssoplugin And if you want to review our support, check out what our customers say about us: http://www.javasystemsolutions.com/jss/quotes Didn't BMC recommend this to you? Their consultants recommend it to others. John -- SSO Plugin for BMC AR System. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
We've had a ticket open with BMC support for at least two weeks to troubleshoot the integration to Analytics. So far they have only asked to collect logs and refuse to have a webex. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886722.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Atrium SSO and CAC Authentication
Thanks for the heads-up. What do you mean by "BMC support are quite lacking." ? (let's fix this :) Take care, Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 12 oct. 2011, at 21:00, Mike Ziniti wrote: > Hi, > > Has anyone successfully implemented Atrium SSO using CAC authentication? If > so I'm looking for some help on how to correctly set it up since the > documentation and BMC support are quite lacking. > > TIA, > > Mike > > -- > View this message in context: > http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html > Sent from the ARS (Action Request System) mailing list archive at Nabble.com. > > ___ > 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"
Atrium SSO and CAC Authentication
Hi, Has anyone successfully implemented Atrium SSO using CAC authentication? If so I'm looking for some help on how to correctly set it up since the documentation and BMC support are quite lacking. TIA, Mike -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
