Re: BMC Communities Discussion regarding maintaining our environment details on Support Central

[richard....@bwc.state.oh.us]

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 
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 
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Re: BMC Communities Discussion regarding maintaining our environment details on Support Central

[Jason Miller]

I have been asked a few times.  I think one time I may have surprised them
by using it before they asked though.

Jason


On Thu, May 9, 2013 at 2:18 PM, Longwing, Lj  wrote:

> **
> I've never been asked to use it
>
>
> On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock 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] *On Behalf Of *Jason Miller
>> *Sent:* Wednesday, May 08, 2013 23:43 PM
>> *To:* 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_
>

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"Where the Answers Are, and have been for 20 years"

Re: BMC Communities Discussion regarding maintaining our environment details on Support Central

[Longwing, Lj]

I've never been asked to use it


On Thu, May 9, 2013 at 2:57 PM, Rick Westbrock  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] *On Behalf Of *Jason Miller
> *Sent:* Wednesday, May 08, 2013 23:43 PM
> *To:* 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_
>

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Re: BMC Communities Discussion regarding maintaining our environment details on Support Central

[Rick Westbrock]

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] On Behalf Of Jason Miller
Sent: Wednesday, May 08, 2013 23:43 PM
To: 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_ 


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BMC Communities Discussion regarding maintaining our environment details on Support Central

[Jason Miller]

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

Jason

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"Where the Answers Are, and have been for 20 years"