Re: BMC Rant
I can tell you that in both the version 7 classes I have taken this year (one at BMC and one with EMS) they have both recommended using the ARS List. In fact, it is even listed in the book. I turned my classmates onto Buoyant Solutions as well for the educational viewlets. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Rosenberry Sent: Wednesday, June 13, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I just wanted to add one little thing then I am more than happy to let the thread die :-) While going through this last ordeal I actually asked the support representative that I was working with wether she thought it might help if I posted something to the ARSlist and she replied back " As far as the ARS list, I think it would be a good idea. Our upper management listens to customer's best. " All that I can say is, I hope she is right and I hope they do. Regards, Shawn Rosenberry RSP and former RAC On 6/13/07, arslist <[EMAIL PROTECTED]> wrote: ** Sadly I had noticed this as well and have been debating for the last while about suggesting that the thread end. After around a 300 count the sheets just wrinkle easier and get caught up in the washing machine :-) Since senior BMC management don't tend to sit around wondering what we are talking about on the ARSlist, indeed I doubt they know it exists, targeting BMC UserWorld or an email campaign to the CEO might be more effective. ... Daniel From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: June 13, 2007 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
wow ... you must be watching the shopping channels :) On 6/13/07, Thad K Esser <[EMAIL PROTECTED]> wrote: ** *"( Maybe a new thread should have been started, but why do we need more threads? )"* A higher thread count makes for more comfortable sheets so we can all sleep better. :-) *Thad Esser* Remedy Developer "*Argue for your limitations, and sure enough, they're yours."*-- Richard Bach *"Carey Matthew Black" <[EMAIL PROTECTED]>* Sent by: "Action Request System discussion list(ARSList)" < arslist@ARSLIST.ORG> 06/13/2007 10:14 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I just wanted to add one little thing then I am more than happy to let the thread die :-) While going through this last ordeal I actually asked the support representative that I was working with wether she thought it might help if I posted something to the ARSlist and she replied back "As far as the ARS list, I think it would be a good idea. Our upper management listens to customer's best. " All that I can say is, I hope she is right and I hope they do. Regards, Shawn Rosenberry RSP and former RAC On 6/13/07, arslist <[EMAIL PROTECTED]> wrote: ** Sadly I had noticed this as well and have been debating for the last while about suggesting that the thread end. After around a 300 count the sheets just wrinkle easier and get caught up in the washing machine J Since senior BMC management don't tend to sit around wondering what we are talking about on the ARSlist, indeed I doubt they know it exists, targeting BMC UserWorld or an email campaign to the CEO might be more effective. … Daniel -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Susan Palmer *Sent:* June 13, 2007 10:30 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, *patrick zandi* <[EMAIL PROTECTED]> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Sadly I had noticed this as well and have been debating for the last while about suggesting that the thread end. After around a 300 count the sheets just wrinkle easier and get caught up in the washing machine :-) Since senior BMC management don't tend to sit around wondering what we are talking about on the ARSlist, indeed I doubt they know it exists, targeting BMC UserWorld or an email campaign to the CEO might be more effective. . Daniel _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: June 13, 2007 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi <[EMAIL PROTECTED]> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I'm not new to v7, and I haven't seen anything either. That's what leads me to believe that something "new" is coming. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, June 13, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant True...deprecated ordinarily means, "Made obsolete/irrelevant by better, newer functionality." The wording of that message says, "The "Related Workflow tab was deprecated in 7.0." That suggests to me that the Related Workflow tab was replaced with something else that's newer and better IN VERSION 7.0! I'm still new to 7.0...but as far as I've seen, I've not seen anything that deprecates the Related Workflow functionality. ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 13, 2007 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "
Re: BMC Rant
"( Maybe a new thread should have been started, but why do we need more threads? )" A higher thread count makes for more comfortable sheets so we can all sleep better. :-) Thad Esser Remedy Developer "Argue for your limitations, and sure enough, they're yours."-- Richard Bach "Carey Matthew Black" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/13/2007 10:14 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
True...deprecated ordinarily means, "Made obsolete/irrelevant by better, newer functionality." The wording of that message says, "The "Related Workflow tab was deprecated in 7.0." That suggests to me that the Related Workflow tab was replaced with something else that's newer and better IN VERSION 7.0! I'm still new to 7.0...but as far as I've seen, I've not seen anything that deprecates the Related Workflow functionality. ? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 13, 2007 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = A
Re: BMC Rant
YOWZA. What are these people smoking? A deprecated element or attribute is one that has been outdated by newer constructs, and may be obsolete in future versions. That doesn't say to me that they aren't going to fix anything in it, that tells me they're planning on replacing it, and here's why. Did they change the structure of the function in v7? I don't see any evidence of that. Then it must mean that they plan on replacing it with something else. Let's hope that they don't take the one tool they offer that actually works (most of the time) and is VERY helpful and replace it with another RDP/Migrator mess of a pseudotool that costs extra and can't be trusted. Recent history with the wisdom and technical vision of BMC management has not left me filled with optimism on that score. Laura Esquibel is/was a pretty good tech there - it was probably her name there asking the question. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant (U)
UNCLASSIFIED I think there was a Laura Esquibe that worked support. I think this is a login name of someone who must have passed it on internally. Just a guess. Pete -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Wednesday, June 13, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I really hate to air "dirty laundry" ... but while we are all in rant mode... I know this is just one "incident", but if all the ARSListers were to list "just one" then I wonder how many we could list? Note I did not pick this incident due to its relative importance in my stack. Rather it is just the first _shocking thing_, and also the first thing I found today. I think there are also an few interesting implications to this specific incident. So I think the merit of the content is important and thus I post it. I just choose to add it to this thread due to the applicability to the thread as well. ( Maybe a new thread should have been started, but why do we need more threads? ) Maybe some of you have heard about this too? (This was news to me.) History I created an RFE (SW00254884) as: " improve Admin Tool "Related Workflow" tab display performance by adding indexes to object_search_ref form after sync process. " Details: " This is an RFE idea... Development Performance gains can be made by adding two indexes to the object_search_ref from. Specifically: Index one: Target Identifier (Field ID 9001) AND Index two: Target Form (Field ID 9012) If these indexes could be removed at the beginning of a resync and re-establish at the end then that would be even better. (But adding them in general would be a good thing IMHO.) " I just came across the "response" for this RFE. ( I do not think I received it in email. And based on who it was addressed to I doubt that I did see it.) BMC RFE Response: " Hi lesquibe, The "Related Workflow" tab was deprecated in 7.0 so this should no longer be an issue. Replacement of this feature is being considered in the future releases. Please don't hesitate to contact us should you have further questions on this RFE. Thanks, Product Manager @bmc.com " My Summary: 1) I have no idea who "lesquibe" is, but I know that is not a name that I have ever used with Remedy/[EMAIL PROTECTED]@/BMC. ( Maybe a Level 1 Support person who did not inform me of the response from the "Product Manager" ? ) 2) Has anyone else been told that: a) "The "Related Workflow" tab was deprecated in 7.0" OR b) That features will be removed (ok.. the feature is there but they are not going to fix it and I have doubts about its accuracy in v6.3 much less v7.) and "replacements" will be "considered" sometime in the future? 3) I also should add that I have no access to know WHEN the update/status happened on this RFE. All I appear to be able to see is that the incident was "Resolved at" "11/29/2006 2:27:18 PM" with a solution code of "Defect Submitted". So it was some time after that, but when... who knows? And the RFE is status is currently "Resolved" and classified as "As Designed". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
If they were still doing the Ask the Executives sessions at RUG it could be an interesting one. But unlike the original executives who were brave enough to face their customers and take the music head on, we don't get that with bmc. It could easily be added to a General Session, might be more interesting than a keynote speaker! On 6/13/07, Warren Baltimore <[EMAIL PROTECTED]> wrote: ** Amen Rick. I did just that about a month ago. Had a nice conversation, and heard many of the same frustrations from Support about the situation. No, the problem, as I believe stated in the first Email in this thread is with the BMC executive suite They better come down from that Ivory tower, cuz they are about to toss the baby out with the bathwater. On 6/13/07, Rick Cook <[EMAIL PROTECTED]> wrote: > > ** Yeah. Let's remember that Support, despite whatever problems it has > on its own, is trying to support the same applications and policies that we > are, and they have some of the same frustrations we have. Let's not take > out our frustration with engineering and management on the only people most > of us can talk to at BMC - Support. > > Save it up for RUG, when the real sources of the issues will be > available to talk to. Spend the next few months accumulating data to > support the case you'd like to make, and take it to the execs and > engineers there, along with what you'd like done about the problem. No > guarantees that you'll get satisfaction, but you should be able to get some > face time with the people who own the problems and maybe the solutions. > (Hint: I would also spend the next few months setting up appointments with > the appropriate people - I don't know how long that takes). > > *Rick* > -- > *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG > ] *On Behalf Of *Ben Cantatore > *Sent:* Wednesday, June 13, 2007 8:24 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: BMC Rant > > > ** > Its because everyone is so dam fustrated at both the product and the > support. Anyone who's been doing Remedy for a long time will remember > bad/difficult upgrades (I still have nightmares about 4-5). I think the > support issue just compounds the problem. > > Might be a tense RUG this year if something doesn't improve. > > Ben Cantatore > Remedy Administrator > Avon > (914) 935-2946 > > > *Susan Palmer <[EMAIL PROTECTED]>* > Sent by: "Action Request System discussion list(ARSList)" > > > 06/13/2007 10:30 AM Please respond to > arslist@ARSLIST.ORG > >To > arslist@ARSLIST.ORG cc > Subject > Re: BMC Rant > > > > > ** > Apparently WE are the only ones noticing that Patrick ! > > > > On 6/13/07, *patrick zandi* <[EMAIL PROTECTED] *<[EMAIL PROTECTED]>> > wrote: > ** > > We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting > Closer. > > > > -- > Patrick Zandi > __20060125___This posting was submitted with HTML in > it___ > > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML > in it___ > -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Amen Rick. I did just that about a month ago. Had a nice conversation, and heard many of the same frustrations from Support about the situation. No, the problem, as I believe stated in the first Email in this thread is with the BMC executive suite They better come down from that Ivory tower, cuz they are about to toss the baby out with the bathwater. On 6/13/07, Rick Cook <[EMAIL PROTECTED]> wrote: ** Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). *Rick* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Ben Cantatore *Sent:* Wednesday, June 13, 2007 8:24 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 *Susan Palmer <[EMAIL PROTECTED]>* Sent by: "Action Request System discussion list(ARSList)" < arslist@ARSLIST.ORG> 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, *patrick zandi* <[EMAIL PROTECTED] <[EMAIL PROTECTED]>> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
On 6/13/07, Rick Cook <[EMAIL PROTECTED]> wrote: ** Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). *Rick* -- OK,,, Ok... thanks --- you are a good sounding board.. Good friend.. thanks -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Yeah. Let's remember that Support, despite whatever problems it has on its own, is trying to support the same applications and policies that we are, and they have some of the same frustrations we have. Let's not take out our frustration with engineering and management on the only people most of us can talk to at BMC - Support. Save it up for RUG, when the real sources of the issues will be available to talk to. Spend the next few months accumulating data to support the case you'd like to make, and take it to the execs and engineers there, along with what you'd like done about the problem. No guarantees that you'll get satisfaction, but you should be able to get some face time with the people who own the problems and maybe the solutions. (Hint: I would also spend the next few months setting up appointments with the appropriate people - I don't know how long that takes). Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Wednesday, June 13, 2007 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Susan Palmer <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi < <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Well I was going to stay out of this one (I think I started the RANT that Pat mentioned in march!) Let me just point out that BMC TOLD us what they we're going to do at the last RUG. Remember the little charts that showed how they we're going to take all those great resources they had in support, move them in to development to garner all of there knowledge, and off load support So, let's look at the result (as we know it). 1. Support is lacking at many levels. By the way, Rick is right on the money, use the web interface, it will be faster 2. Most of those "resources" that we're going to be moving over into the Development world...there out the door! 3. More and more, we are talking about the possibility of moving to support providers (Column etc.). Which is what (IMHO) BMC wants us to do. 4. The Mariners have just moved up to only 3 games out of first in the AL West Warren On 6/13/07, Rick Cook <[EMAIL PROTECTED]> wrote: ** OK, as they say in the South, "Here's your problem". *Always* use the web interface (when possible) to create tickets. That's the only way to ensure that they have all of the minimally required information to be able to work the ticket, even at a Tier 1 level. If you use email or phone, someone will have to call you back to get that information, and that's potentially a lot of time wasted. One thing I do sometimes is create the bare bones of the ticket on the web, and THEN go back, while the SLA clock is ticking, collect necessary additional info and logs, and append them to the ticket. It doesn't buy me much time, but every little bit helps. *Rick* -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of [EMAIL PROTECTED] *Sent:* Wednesday, June 13, 2007 7:29 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** Hi Ranters, OK so here is a reply to an issues I opened yesterday Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc. The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom - Original Message - From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: arslist@ARSLIST.ORG > We had this rant --- in Mar 15th.. I have noticed the RANT's > are Getting > > Closer. > > > > > -- > Patrick Zandi > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Warren R. Baltimore II Remedy Developer UW Medicine IT Services School of Medicine University of Washington Box 358220 1325 Fourth Ave, Suite 2000 Seattle, WA 98101 The opinions expressed in this e-mail are in no way those of the University of Washington, or the State of Washington. They are my own. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Its because everyone is so dam fustrated at both the product and the support. Anyone who's been doing Remedy for a long time will remember bad/difficult upgrades (I still have nightmares about 4-5). I think the support issue just compounds the problem. Might be a tense RUG this year if something doesn't improve. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Susan Palmer <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/13/2007 10:30 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant ** Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi <[EMAIL PROTECTED]> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
OK, as they say in the South, "Here's your problem". Always use the web interface (when possible) to create tickets. That's the only way to ensure that they have all of the minimally required information to be able to work the ticket, even at a Tier 1 level. If you use email or phone, someone will have to call you back to get that information, and that's potentially a lot of time wasted. One thing I do sometimes is create the bare bones of the ticket on the web, and THEN go back, while the SLA clock is ticking, collect necessary additional info and logs, and append them to the ticket. It doesn't buy me much time, but every little bit helps. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, June 13, 2007 7:29 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** Hi Ranters, OK so here is a reply to an issues I opened yesterday Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc. The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom - Original Message - From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: arslist@ARSLIST.ORG > We had this rant --- in Mar 15th.. I have noticed the RANT's > are Getting > > Closer. > > > > > -- > Patrick Zandi > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Chris brings up an interesting tack - that of knowing how to use the process to get to people who really know what they're doing (regardless of where they're located). (Note: This is not based on inside info - just experience.) Providing lots of info (including appropriate logs) is helpful. Having a reputation for not asking newbie (i.e. Tier 1) questions is helpful. Having a reputation for insisting on timely followup and SLA compliance. Referencing that you've checked the manuals and the KB, and didn't find an answer. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, June 12, 2007 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, June 12, 2007 3:21 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Apparently WE are the only ones noticing that Patrick ! On 6/13/07, patrick zandi <[EMAIL PROTECTED]> wrote: ** We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting > Closer. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Hi Ranters, OK so here is a reply to an issues I opened yesterday Hi Tom, Thank you for the submission of your issue. I will review and provide and update with my finding. Thank you in advance, for your patience. Kind regards, BMC Technical Support The problem is that I never sent any info on the problem, no logs, etc.The ticket was opened over the phone, and it was a hi priority I told the rep. This response came this morning.I can't wait to find out about the finding in a week or so. (support tech name withheld by me) Regards, Tom - Original Message - From: patrick zandi Date: Wednesday, June 13, 2007 9:22 am Subject: Re: BMC Rant To: arslist@ARSLIST.ORG > We had this rant --- in Mar 15th.. I have noticed the RANT's > are Getting > > Closer. > > > > > -- > Patrick Zandi > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
We had this rant --- in Mar 15th.. I have noticed the RANT's are Getting Closer. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I'm usually a lurker in the forums, but I have to agree that the support has gone very much downhill over the past year or so. My boiling pint was when we upgraded from 5.0.1 to 7.0.1 and we found out that Migrator was broken and would not work with source control on. You would think a known problem like that would get 2 things : 1. A nice big notice that there is a potential problem for people updating up to version 7.0.1, there was nothing in any release notes that I can find on this. 2. They would fix the issue in Migrator today and not pawn the fix off until the next version release of AR. We are a fully customized shop right now and we don;t do upgrades very often unless there is no other choice. I've escalated this issue up to multiple managers and my new sales rep, and have yet gotten back a response from my sales rep. Them managers have each called back once, and said they would look into seeing if they can get the fix put into the current version, but of course no call back after 2 weeks. It seems BMC is more concerned about getting the next release out then in supporting their customers and fixing real bugs and problems. How this got through QA and actually put into a shipping product really boggles the mind, and the fact that they haven;t jumped to fix the issue I think really speaks volumes about the direction BMC is taking Remedy. J. Frank Cortes Shawn Rosenberry wrote: Howard, I agree. Even with the latest incident I've had, I have gone out of my way to let the person who has been my primary contact know that I have appreciated her efforts and that if I sounded upset or angry it wasn't at her but rather at BMC and the recent trends that I have seen coming from their organization. Over the years I have worked with some great individuals from BMC\Remedy including Barb, Sean and Lenny. OK Lenny Warren isn't from their support side but he is one of the best trainers I have ever known, always helpful if you have a question and an all around great guy. Shawn Rosenberry RSP and former RAC On 6/13/07, Howard Richter <[EMAIL PROTECTED]> wrote: ** Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: > ** > > > You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. > > I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting
Re: BMC Rant
Since we started to name who we use, I have to agree with Tim. I have known Adam and his team for years and think they are the best in the business. Howard On 6/13/07, Timothy Powell <[EMAIL PROTECTED]> wrote: I have had the opportunity to use Enterprise Management Solutions for support on several occasions and found them to be very responsive and knowledgeable. http://www.emscorporation.com/support/index.asp M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Wednesday, June 13, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I have had the opportunity to use Enterprise Management Solutions for support on several occasions and found them to be very responsive and knowledgeable. http://www.emscorporation.com/support/index.asp M2CW, Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Wednesday, June 13, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Howard, I agree. Even with the latest incident I've had, I have gone out of my way to let the person who has been my primary contact know that I have appreciated her efforts and that if I sounded upset or angry it wasn't at her but rather at BMC and the recent trends that I have seen coming from their organization. Over the years I have worked with some great individuals from BMC\Remedy including Barb, Sean and Lenny. OK Lenny Warren isn't from their support side but he is one of the best trainers I have ever known, always helpful if you have a question and an all around great guy. Shawn Rosenberry RSP and former RAC On 6/13/07, Howard Richter <[EMAIL PROTECTED]> wrote: ** Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: > ** > > > You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. > > I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. > > Christopher Strauss, Ph.D. > Remedy Database Administrator > University of North Texas Computing Center > http://remedy.unt.edu/helpdesk/ > > > > From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
This isn't an ad either, but I echo the sentiments regarding Column support. I have been very happy with them from the start. They are much more responsive and helpful than what I saw coming out of BMC recently. >From my conversations with the support staff, the attitude and feel I received was more of working and listening to the customer to find a solution rather than just to issue a canned answer or "send us your logs" response. We also have had some of their developers on-site for 1 to 2 month projects. They've been pretty solid and diligent in their work. I haven't had training from them so I cannot comment. I will say that a class I took from BMC last year on the CMDB seemed to be straight from the book with little additional info. Then again, at the time there was probably little anecdotal info from the field that could have been thrown in to supplement the classroom instruction. Can't say it was a waste of time but I usually would leave Remedy training with more info than expected. Overall, we've been satisfied with Column. Joseph Kasell Network Management Integrator Telecommunications Division Navy Federal Credit Union Dan Caissie <[EMAIL PROTECTED] M> To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)" Subject <[EMAIL PROTECTED] Re: BMC Rant ORG> 06/13/2007 09:00 AM Please respond to [EMAIL PROTECTED] RG We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) =20 I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, =20 Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. =20 =20 I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. =20 =20 =20 =20 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant =20 I know o
Re: BMC Rant
Guys and Girls, After working for Remedy, then Peregrine and then BMC and watched the loss of customer responsiveness, personnel and knowledge, I could not see using BMC/Remedy support as a first line support organization. Don't get me wrong, they have some very smart and gifted engineers working in all of the BMC offices around the world, they just don't have enough of them. The smart way is to use an L1 support provider and then let them push any issues that they can not resolve to BMC/Remedy. I have had 3 critical issues, which impacted my end users or would have stopped me from going live. Without using an L1 support provider I would have spent most of my time yelling at BMC and not doing other work. So final note with the current BMC support model, find a good L1 support provider! Also if you do end up working with one of the men or women in BMC/Remedy support try and remember they are trying to do their best. Howard Richter On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn *Sent:* Tuesday, June 12, 2007 3:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. __20060125___This posting was submitted with HTML in it___ -- Howard Richter Remedy ServiceDesk Manager CedarCrestone Managed Services Center [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
We use Column support and when I put a support request in I will get a call the same day and most times if I call there support center I will talk to someone right then and there. Now there have been times when I did get a call back by someone that was not up to par and I did talk to there support lead and he did note down my concerns and even one time he jumped on a call to make sure everything went smoothly. One time I was in training at there main office and our system had a major problem and they were dealing with my backup that had very little knowledge with Remedy but they worked with him and they let me go into there support center during lunch to help out, they were on the call all day long to correct the problem and with multiple people. I have also worked with there onsite developers and they are great people (Mario) I would have to agree partly with the training as it was for the most part just out of the book and a few calls were made anytime there was a question. This is not an AD :) Dan Caissie UNFI -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Philip, Saji L Sent: Tuesday, June 12, 2007 10:23 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
what about http://www.turingsmi.com/about/company.html I am not sure.. if they do.. .. 8-) On 6/13/07, Shawn Rosenberry <[EMAIL PROTECTED]> wrote: ** I totally agree. Our support contract with Remedy is also set to expire in September and I'm going to be looking at all options. I'm just curious, did anyone else out there run into a problems attempting to complete a license audit within the last two months? That experience was the boiling point for me. I was dumbstruck and totally shocked when I was informed that the reason for the delay was a BMC reorganization that resulted in the two license experts being let go by BMC!! What kind of change management is that? Shawn Rosenberry RSP and former RAC On 6/12/07, Susan Palmer <[EMAIL PROTECTED]> wrote: > > ** That's a combo of people that could definitely bring in business. > We're evaluating our maintenance options right now. We expire end of > September ... will you be ready? > > What are you going to do about it let us give our money to real > support! > > On 6/12/07, patrick zandi <[EMAIL PROTECTED] > wrote: > > > > ** same - same --- > > So what are you going to do about it ? > > Go to the Conference ? Why give them more money.. > > > > That a boy.. you go... give them some Conference Cash 8-( > > > > I have been begging for US support and cannot get it .. > > > > Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new > > business opportunity.. > > Off-Site Support -- Catchy name huh > > -- and since they do not pay there workers very well either.. > > We will buy them out from under them.. I am seriously considering > > it. > > > > > > -- > > Patrick Zandi __20060125___This posting was > > submitted with HTML in it___ > > > __20060125___This posting was submitted with HTML in > it___ > __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I totally agree. Our support contract with Remedy is also set to expire in September and I'm going to be looking at all options. I'm just curious, did anyone else out there run into a problems attempting to complete a license audit within the last two months? That experience was the boiling point for me. I was dumbstruck and totally shocked when I was informed that the reason for the delay was a BMC reorganization that resulted in the two license experts being let go by BMC!! What kind of change management is that? Shawn Rosenberry RSP and former RAC On 6/12/07, Susan Palmer <[EMAIL PROTECTED]> wrote: ** That's a combo of people that could definitely bring in business. We're evaluating our maintenance options right now. We expire end of September ... will you be ready? What are you going to do about it let us give our money to real support! On 6/12/07, patrick zandi <[EMAIL PROTECTED]> wrote: > > ** same - same --- > So what are you going to do about it ? > Go to the Conference ? Why give them more money.. > > That a boy.. you go... give them some Conference Cash 8-( > > I have been begging for US support and cannot get it .. > > Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new > business opportunity.. > Off-Site Support -- Catchy name huh > -- and since they do not pay there workers very well either.. > We will buy them out from under them.. I am seriously considering it. > > > -- > Patrick Zandi __20060125___This posting was > submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I think the best ones is when tickets are left open for weeks with little or no response. Every so often someone does some managerial/SLA-type poking around and I receive an update in every one of my open tickets with: >This email is just to follow up on issue () can I please request update on this issue? >May I close this issue? -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Dwayne Martin <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/13/2007 06:37 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BMC Rant Here's one I don't THINK anyone has mentioned: In a satisfaction survey, if you check that you want somebody to contact you, nobody does. Donald already mentioned that "knowledgebase [is] no longer usable". In the surveys they ask whether or not you tried to solve the problem on their website. I presume they are talking about the knowledge base. Yes, I try it, and occasionally find an answer, but usually I don't. I am not a "knowledge" expert, but it seems like if they want us to use their website to find answers a slightly more user-friendly interface would be helpful. I would like to suggest this to Support, and so in the part where they ask "Do you want somebody to contact you about this issue?" I always check "Yes." But so far nobody ever has. Dwayne Martin James Madison University Original message >Date: Tue, 12 Jun 2007 17:15:37 -0700 >From: "Savant, [EMAIL PROTECTED]" <[EMAIL PROTECTED]> >Subject: Re: BMC Rant >To: arslist@ARSLIST.ORG > >Unfortunately, I have nothing more to add but to join with the consensus >here. We're having similar support experiences: >- knowledgebase no longer usable >- communication barriers with overseas support >- initial ticket responses that do little more than satisfy the SLA >- requests for log files that are already included in the ticket >- directives to upgrade (as if that will solve all our problems!) >- lack of initial response for tickets (I submitted one Friday to which >I've received NO response and we waited 4 hours this morning for a >'server down' issue! The response was, "we were in a team meeting so we >couldn't look at the worklog") > >On occasion, the service is fast and spot on - probably holdovers from >the old Remedy regime. Never thought I'd be saying, 'those were the >good old days' in regards to technology... > >-----Original Message- >From: Action Request System discussion list(ARSList) >[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer >Sent: Tuesday, June 12, 2007 2:36 PM >To: arslist@ARSLIST.ORG >Subject: Re: BMC Rant > >--=_Part_18267_15502493.1181684144702 >Content-Type: text/plain; charset=ISO-8859-1; format=flowed >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >I have found when I put the logs on initially they barely look at them >if >the ticket goes overseas and often ask for the log that is already >there. I >try to be diligent and know the drills and include every log I can think >of >demonstrating the issue. Sometimes requiring several updates to the >tickets >since you are limited as to how many you can attach at one time. I am >always asked for additional things and when I ask why they need them >there's >no answer especially when I know the info doesn't matter. > >I guess one issue I have is that when I finally get the initial first >contact back to me, the following contacts take quite a while. It >appears >the first contact satisfies the SLA and then it doesn't seem to count >after >that. They tend to leave the status in Customer Response like they are >waiting for something from me. If the ticket ends up in India it seems >to >stay there. I understand the concept of follow the sun, but the tickets >don't. I guess it's too difficult to doc what they've done and let the >next >person take over. I've found part of it is timing ... knowing when to >submit that ticket. > >But it's nothing I can change nor seem to be able to influence. >Therefore > I have to let go. No more soap box for today ... maybe even for >this >week! > >Susan > > > >On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: >> >> ** You must not have ever worked with Microsoft premium or paid >> support; IMHO, for server products, they have no competition. In my >> personal experience, they will not let you hang up the phone until >they are >> satisfied that the problem has been solved (one call lasted from 1 AM >to 4 >> AM - they remained on the toll
Re: BMC Rant
Here's one I don't THINK anyone has mentioned: In a satisfaction survey, if you check that you want somebody to contact you, nobody does. Donald already mentioned that "knowledgebase [is] no longer usable". In the surveys they ask whether or not you tried to solve the problem on their website. I presume they are talking about the knowledge base. Yes, I try it, and occasionally find an answer, but usually I don't. I am not a "knowledge" expert, but it seems like if they want us to use their website to find answers a slightly more user-friendly interface would be helpful. I would like to suggest this to Support, and so in the part where they ask "Do you want somebody to contact you about this issue?" I always check "Yes." But so far nobody ever has. Dwayne Martin James Madison University Original message >Date: Tue, 12 Jun 2007 17:15:37 -0700 >From: "Savant, [EMAIL PROTECTED]" <[EMAIL PROTECTED]> >Subject: Re: BMC Rant >To: arslist@ARSLIST.ORG > >Unfortunately, I have nothing more to add but to join with the consensus >here. We're having similar support experiences: >- knowledgebase no longer usable >- communication barriers with overseas support >- initial ticket responses that do little more than satisfy the SLA >- requests for log files that are already included in the ticket >- directives to upgrade (as if that will solve all our problems!) >- lack of initial response for tickets (I submitted one Friday to which >I've received NO response and we waited 4 hours this morning for a >'server down' issue! The response was, "we were in a team meeting so we >couldn't look at the worklog") > >On occasion, the service is fast and spot on - probably holdovers from >the old Remedy regime. Never thought I'd be saying, 'those were the >good old days' in regards to technology... > >-Original Message----- >From: Action Request System discussion list(ARSList) >[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer >Sent: Tuesday, June 12, 2007 2:36 PM >To: arslist@ARSLIST.ORG >Subject: Re: BMC Rant > >--=_Part_18267_15502493.1181684144702 >Content-Type: text/plain; charset=ISO-8859-1; format=flowed >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >I have found when I put the logs on initially they barely look at them >if >the ticket goes overseas and often ask for the log that is already >there. I >try to be diligent and know the drills and include every log I can think >of >demonstrating the issue. Sometimes requiring several updates to the >tickets >since you are limited as to how many you can attach at one time. I am >always asked for additional things and when I ask why they need them >there's >no answer especially when I know the info doesn't matter. > >I guess one issue I have is that when I finally get the initial first >contact back to me, the following contacts take quite a while. It >appears >the first contact satisfies the SLA and then it doesn't seem to count >after >that. They tend to leave the status in Customer Response like they are >waiting for something from me. If the ticket ends up in India it seems >to >stay there. I understand the concept of follow the sun, but the tickets >don't. I guess it's too difficult to doc what they've done and let the >next >person take over. I've found part of it is timing ... knowing when to >submit that ticket. > >But it's nothing I can change nor seem to be able to influence. >Therefore > I have to let go. No more soap box for today ... maybe even for >this >week! > >Susan > > > >On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: >> >> ** You must not have ever worked with Microsoft premium or paid >> support; IMHO, for server products, they have no competition. In my >> personal experience, they will not let you hang up the phone until >they are >> satisfied that the problem has been solved (one call lasted from 1 AM >to 4 >> AM - they remained on the toll-free line during all of the re-starts >of DNS >> and AD), and then they follow up for several days afterwards to make >sure >> that you completed all necessary actions to prevent reoccurrence of >the >> problem, and they help you document the solution. I have only had to >use it >> twice, but it was exceptional. Not to be confused with "free" support >for >> consumer products, which NO ONE does well. >> >> I must miss out on a lot of the frustration others have experienced by >not >> having/paying for BMC phone support. When I submit a new issue on the >
Re: BMC Rant
Dave, Same situation here. Went to a RUG meeting sponsored by Column and it seemed it was mostly a sales pitch for SRM and Remedy 7.x. Really no collaboration of sorts. They should re-name it RPG( Remedy Promotion Group ). I guess, if the sponsor is a Column per se, then its mostly a sales presentation. Basically, it was a waste of time for me as well. I feel that support is an abbreviated notion for these guys. 6 months back I submitted a couple of requests to our third-partyr support line and to this day, I have not gotten any response, and we're paying these guys. Nice ' gig ' I thought. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, June 12, 2007 8:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I know others here don't have any issues with Column. For me they have never been some one I would go to for support. I've been to local RUG's where the Column folks simply read the Powerpoint slides. No additional information was added. Waste of time. It also seems that Column is attempting to create their own User World in Atlantic City.. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG Sent: Tue Jun 12 21:19:17 2007 Subject: Re: BMC Rant ** What are, if any, support issues with the third party partners, namely cMango/Wipro and Column? Personally, I am getting delays asking support questions with our partner. Is BMC different, or partner support is better? Personally, when I was trained( Admin courses ), I’ve better trainers from BMC:Remedy as opposed to a Column guy, which basically read from the manual and couldn’t answer elaborate questions. I have formulated the support structure is similar in make-up. But I could be wrong… Actually, this forum has answered questions the so-called support staff could not. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Tuesday, June 12, 2007 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: BMC Rant
Yes yes we all know the reasons for bmc support .. upgrades etc but maybe you can be a partner so you can offer that too. I know someone on that team that does websites ! On 6/12/07, Susan Palmer <[EMAIL PROTECTED]> wrote: That's a combo of people that could definitely bring in business. We're evaluating our maintenance options right now. We expire end of September ... will you be ready? What are you going to do about it let us give our money to real support! On 6/12/07, patrick zandi <[EMAIL PROTECTED]> wrote: > > ** same - same --- > So what are you going to do about it ? > Go to the Conference ? Why give them more money.. > > That a boy.. you go... give them some Conference Cash 8-( > > I have been begging for US support and cannot get it .. > > Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new > business opportunity.. > Off-Site Support -- Catchy name huh > -- and since they do not pay there workers very well either.. > We will buy them out from under them.. I am seriously considering it. > > > -- > Patrick Zandi __20060125___This posting was > submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
What are, if any, support issues with the third party partners, namely cMango/Wipro and Column? Personally, I am getting delays asking support questions with our partner. Is BMC different, or partner support is better? Personally, when I was trained( Admin courses ), I've better trainers from BMC:Remedy as opposed to a Column guy, which basically read from the manual and couldn't answer elaborate questions. I have formulated the support structure is similar in make-up. But I could be wrong... Actually, this forum has answered questions the so-called support staff could not. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Tuesday, June 12, 2007 8:06 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
That's a combo of people that could definitely bring in business. We're evaluating our maintenance options right now. We expire end of September ... will you be ready? What are you going to do about it let us give our money to real support! On 6/12/07, patrick zandi <[EMAIL PROTECTED]> wrote: ** same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
same - same --- So what are you going to do about it ? Go to the Conference ? Why give them more money.. That a boy.. you go... give them some Conference Cash 8-( I have been begging for US support and cannot get it .. Axton, Rick, Matt, Jarl gimme a Call -- I believe we have a new business opportunity.. Off-Site Support -- Catchy name huh -- and since they do not pay there workers very well either.. We will buy them out from under them.. I am seriously considering it. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
Unfortunately, I have nothing more to add but to join with the consensus here. We're having similar support experiences: - knowledgebase no longer usable - communication barriers with overseas support - initial ticket responses that do little more than satisfy the SLA - requests for log files that are already included in the ticket - directives to upgrade (as if that will solve all our problems!) - lack of initial response for tickets (I submitted one Friday to which I've received NO response and we waited 4 hours this morning for a 'server down' issue! The response was, "we were in a team meeting so we couldn't look at the worklog") On occasion, the service is fast and spot on - probably holdovers from the old Remedy regime. Never thought I'd be saying, 'those were the good old days' in regards to technology... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, June 12, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant --=_Part_18267_15502493.1181684144702 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit Content-Disposition: inline I have found when I put the logs on initially they barely look at them if the ticket goes overseas and often ask for the log that is already there. I try to be diligent and know the drills and include every log I can think of demonstrating the issue. Sometimes requiring several updates to the tickets since you are limited as to how many you can attach at one time. I am always asked for additional things and when I ask why they need them there's no answer especially when I know the info doesn't matter. I guess one issue I have is that when I finally get the initial first contact back to me, the following contacts take quite a while. It appears the first contact satisfies the SLA and then it doesn't seem to count after that. They tend to leave the status in Customer Response like they are waiting for something from me. If the ticket ends up in India it seems to stay there. I understand the concept of follow the sun, but the tickets don't. I guess it's too difficult to doc what they've done and let the next person take over. I've found part of it is timing ... knowing when to submit that ticket. But it's nothing I can change nor seem to be able to influence. Therefore I have to let go. No more soap box for today ... maybe even for this week! Susan On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: > > ** You must not have ever worked with Microsoft premium or paid > support; IMHO, for server products, they have no competition. In my > personal experience, they will not let you hang up the phone until they are > satisfied that the problem has been solved (one call lasted from 1 AM to 4 > AM - they remained on the toll-free line during all of the re-starts of DNS > and AD), and then they follow up for several days afterwards to make sure > that you completed all necessary actions to prevent reoccurrence of the > problem, and they help you document the solution. I have only had to use it > twice, but it was exceptional. Not to be confused with "free" support for > consumer products, which NO ONE does well. > > I must miss out on a lot of the frustration others have experienced by not > having/paying for BMC phone support. When I submit a new issue on the web > it is usually accompanied by a long explanation of what I have seen and > tried, and loads of log files and other data. These tickets don't spend > much time with overseas frontline techs - they are quickly > baffled/overwhelmed and escalate the ticket to someone who might know > something. Once you reach the second level of BMC support, especially with > some of the more experienced people, response tends to be much better and > quite often they begin a steady interchange with the backline engineers on > your behalf. If the problem is serious, they start calling me (I can't call > them) and scheduling webexes with the engineers watching to see the problem > in action. On the other hand, on those occasions when I just casually (or > impatiently) toss a newly observed application error into the submission > form without logs or other detail, I know that I can expect to pay for it > later answering successive, inane questions from frontline techs who are > just following their troubleshooting scripts. The process takes longer > since I did not perform due diligence troubleshooting up front, and report > all of my results in the initial ticket submission. > > Christopher Strauss, Ph.D. > Remedy Database Administrator > University of North Texas Computing Center > http://remedy.unt.edu/helpdesk/ > > > -------
Re: OT - BMC Rant
That's cause it was spelt as Poona (pronounced as poon-ah) years ago.. At least that was what the city was christened as.. Not sure when they changed that spelling to Pune.. maybe something to do with localization as there were several cities that were renamed in the recent years.. Bombay became Mumbai.. and Madras became Chenai.. You will like this.. Victoria Terminus a well known railway station in Bombay became known as Chatrapati Shivaji Railway station.. try pronouncing that :P.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Sanford, Claire Sent: Tuesday, June 12, 2007 5:46 PM To: arslist@ARSLIST.ORG Subject: OT - BMC Rant Every time I see Pune (PUNA (long A sound) I pronounce it PewNEEE (Long E sound) Puny! Puny Support! Sorry I know it isn't Friday! No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.472 / Virus Database: 269.8.15/845 - Release Date: 6/12/2007 6:39 AM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I had a ticket open for several months. I was contacted once a month via email by someone in Pune. Each time I was asked for more logs and more information. When I finally got so tired of waiting, I put in a new ticket and it was picked up by someone on the California team who resolved the problem (which was really an information request) in less than 5 minutes! Bless him! He is a "real" Remedy person from the "Good Old Days". It is so nice to know there are still some around! That's my story and I'm sticking to it! (grin)!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Tuesday, June 12, 2007 4:36 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I have found when I put the logs on initially they barely look at them if the ticket goes overseas and often ask for the log that is already there. I try to be diligent and know the drills and include every log I can think of demonstrating the issue. Sometimes requiring several updates to the tickets since you are limited as to how many you can attach at one time. I am always asked for additional things and when I ask why they need them there's no answer especially when I know the info doesn't matter. I guess one issue I have is that when I finally get the initial first contact back to me, the following contacts take quite a while. It appears the first contact satisfies the SLA and then it doesn't seem to count after that. They tend to leave the status in Customer Response like they are waiting for something from me. If the ticket ends up in India it seems to stay there. I understand the concept of follow the sun, but the tickets don't. I guess it's too difficult to doc what they've done and let the next person take over. I've found part of it is timing ... knowing when to submit that ticket. But it's nothing I can change nor seem to be able to influence. Therefore I have to let go. No more soap box for today ... maybe even for this week! Susan On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Pierson, Shawn Sent: Tuesday, June 12, 2007 3:21 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open r
OT - BMC Rant
Every time I see Pune (PUNA (long A sound) I pronounce it PewNEEE (Long E sound) Puny! Puny Support! Sorry I know it isn't Friday! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
I have found when I put the logs on initially they barely look at them if the ticket goes overseas and often ask for the log that is already there. I try to be diligent and know the drills and include every log I can think of demonstrating the issue. Sometimes requiring several updates to the tickets since you are limited as to how many you can attach at one time. I am always asked for additional things and when I ask why they need them there's no answer especially when I know the info doesn't matter. I guess one issue I have is that when I finally get the initial first contact back to me, the following contacts take quite a while. It appears the first contact satisfies the SLA and then it doesn't seem to count after that. They tend to leave the status in Customer Response like they are waiting for something from me. If the ticket ends up in India it seems to stay there. I understand the concept of follow the sun, but the tickets don't. I guess it's too difficult to doc what they've done and let the next person take over. I've found part of it is timing ... knowing when to submit that ticket. But it's nothing I can change nor seem to be able to influence. Therefore I have to let go. No more soap box for today ... maybe even for this week! Susan On 6/12/07, strauss <[EMAIL PROTECTED]> wrote: ** You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn *Sent:* Tuesday, June 12, 2007 3:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a
Re: BMC Rant
You are not wrong and I brought that up recently when I really needed to contact someone. It was like a wall at every turn. No alternate number to call. I finally started submitting updates on my ticket every 30 minutes pleading for help but no avail. I even offered to pay extra on my credit card. Even extra $$$ didn't help. When I called I received the wonderful voicemail saying, "Leave a message so we can really forget about calling you." But as I'm told over and over again, the old days are gone. I remember calling Cecil Lawson at his home on a Sunday morning and help arrived within 20 minutes. It's always hard to give up what we are comfortable with. And remember, we did complain even then about support issues. I remember some pretty heated RUGS during the Meet the Executives sessions. Susan On 6/12/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: ** I know someone will correct me if I am wrong here I seem to remember that on the old supportweb site I could get a list of my contacts including my sales person. I mean how hard is that (You are already logged in so they know the Support Contract). Fred -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shawn Rosenberry *Sent:* Tuesday, June 12, 2007 2:11 PM *To:* arslist@ARSLIST.ORG *Subject:* OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: - Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F - Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support – It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability – Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness – Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D - Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- - Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract I
Re: OT: BMC Rant
How are you guys getting in touch w/ support people? I get forwarded to an operator who types up my ticket for me and forwards off. Then I spend a couple of weeks playing email tag. If the documentation or the knowledge base was worth anything I'd be able to answer a lot of my questions myself. $300,000 a year for support. I open about 5 tickets a year. You'd think I could get somebody on the phone when I have a question... Corporate IT Enterprise Systems Management Remedy Support Team Remedy Support Team Home Page http://collaborate.mckesson.com/sites/esm/remedy -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, June 12, 2007 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: OT: BMC Rant This is a multi-part message in MIME format. --Boundary_(ID_udDhkJcU6sa/LFilQ+0xmw) Content-type: text/plain; charset=windows-1252 Content-transfer-encoding: quoted-printable Content-disposition: inline Hi Shawn=2C Hi Listers=2C = I hadn=27t needed to call for several months=2C and now recently= I had to initiate 3 separate issues=2E While I did not on recent occasi= on get foreign service desk=2C I have in the past and it was nightmarish= =2E I couldn=27t understand them=2C and they could not understand me=2E = While I am the first to admit having a speech impediment (I learned to s= peak while growing up in Brooklyn)=2C It was far beyond any issues of ac= cents=2E They also had no grasp of the =22Remedy=22 nomenclature=2E Most recently however=2C I have gone through some frustration dea= ling with the service desk down in Texas=2E I had spoken to a young man = who was both rude and dense=2E The denseness seemed rather purposeful=2E= I have also spoken to some who were most pleasant and courteous=2E Eith= er way when I explained there was a great need for a speedy resolution=2C= and it was made a =22Low - Medium=22 priority=2E In the end I was helpe= d by Carmen and Gary=2E They did a great job as usual=2E Getting to some= one however is hit of miss=2E Sometimes you get the guy on the phone who= refuses to pass it on to the next tier=2E If they are going to learn an= d experiment on my time=2C don=27t I deserve some kind of rebate on my s= upport fees=3F Their support groups in Pleasanton and Atlanta are top notch=2E We shoul= dn=27t have to go through hell to get to them though=2E Best Regards=2C Tom Altamore - Original Message - From=3A Shawn Rosenberry = Date=3A Tuesday=2C June 12=2C 2007 2=3A12 pm Subject=3A OT=3A BMC Rant To=3A arslist=40ARSLIST=2EORG =3E Does anyone else get the feeling that upper management at BMC = =3E doesn=27t know =3E what they are doing=3F Recent experiences I=27ve had with the = =3E organization have =3E not been good and it seems to be a continuing pattern=2E I don=27t = =3E want to =3E discredit some of the good individuals that I=27ve had the = =3E privilege of =3E working with=3B however as an organization I=27ve been disappointed = with =3E BMC=2E Cases =3E in point=3A =3E = =3E = =3E = =3E - Remedy Support Page Makeover=3A What a disaster=2E I can=27t belie= ve =3E all of the problems they experienced during the switch=2E I = =3E personally couldn=27t access support via the web for several = =3E days and they lost several =3E of my open tickets in the process=2E I expect more from a major =3E corporation with business tools that specialize in ITIL base = =3E ITSM=2E Grade =3E F =3E - Support=3A Dealing with Remedy support used to be a pleasant =3E experience=2E I can=27t say that anymore=2E There are so many = =3E area of =3E concerns that I will break it down=3A=2E =3E 1=2E Foreign Support =96 It doesn=27t help when you can=27t understa= nd =3E the person on the other end of the line=2E Even more frustrating=2C =3E is having to restate to them over and over the problem = =3E that I am =3E experiencing because they can=27t understand me=2E I have had = =3E 1 or =3E 2 good experiences here but that is about all=2E Grade D =3E 2=2E Availability =96 Several times I have attempted to call Remedy =3E and received a message on the voicemail that the team was =3E unavailable due to =3E a business meeting=2E Who in their right mind would take an =3E entire team offline for an entire day for a meeting=3F No one =3E else I have ever dealt with other than BMC=2E Split your meeting =3E into two sections so that you always have someone on the = =3E phones to handle =3E issues=2E This should never happen=2C let alone three times = =3E in two =3E years=2E Grade C =3E 3=2E Responsiveness =96 Support used to be very good at = =3E getting back =3E to you and keeping you up to date on what is happening = =3E with your =3E tickets=2E =3E This is no longer the case=2E More often than not I am calling =3E them to get an update on a ticket=2C usually finding out = =3E that little or no =3E progress has been made=2E More often than not
Re: BMC Rant
You must not have ever worked with Microsoft premium or paid support;
IMHO, for server products, they have no competition. In my personal
experience, they will not let you hang up the phone until they are
satisfied that the problem has been solved (one call lasted from 1 AM to
4 AM - they remained on the toll-free line during all of the re-starts
of DNS and AD), and then they follow up for several days afterwards to
make sure that you completed all necessary actions to prevent
reoccurrence of the problem, and they help you document the solution. I
have only had to use it twice, but it was exceptional. Not to be
confused with "free" support for consumer products, which NO ONE does
well.
I must miss out on a lot of the frustration others have experienced by
not having/paying for BMC phone support. When I submit a new issue on
the web it is usually accompanied by a long explanation of what I have
seen and tried, and loads of log files and other data. These tickets
don't spend much time with overseas frontline techs - they are quickly
baffled/overwhelmed and escalate the ticket to someone who might know
something. Once you reach the second level of BMC support, especially
with some of the more experienced people, response tends to be much
better and quite often they begin a steady interchange with the backline
engineers on your behalf. If the problem is serious, they start calling
me (I can't call them) and scheduling webexes with the engineers
watching to see the problem in action. On the other hand, on those
occasions when I just casually (or impatiently) toss a newly observed
application error into the submission form without logs or other detail,
I know that I can expect to pay for it later answering successive, inane
questions from frontline techs who are just following their
troubleshooting scripts. The process takes longer since I did not
perform due diligence troubleshooting up front, and report all of my
results in the initial ticket submission.
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, June 12, 2007 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Rant
**
I agree completely with what you've written, and I've had to
deal with pretty much everything you wrote here within the past few
months. I've got a high priority ticket open right now that I haven't
heard from BMC support in a few days now, despite updating the ticket
asking for a call.
On the other hand, other companies are much worse. Microsoft's
support is a joke, and Adobe is abysmal. I was working on an Adobe
product that was having issues and their average response time for a
server down is about a month, based on my experiences. They also
randomly close out their tickets and ask you to open a new one if you
still have the problem. On my recent server down with Adobe, I had to
complain to my sales rep, who then pawned it off on someone else, and
eventually it was dropped again until I told my sales rep that we were
starting to evaluate what other software we could use since support for
their products were non-existent. That worked, my issue got escalated
up to the VP over Adobe's support staff. The issue was eventually
resolved.
So while I do feel that on average customer support is getting
worse and worse, I really wish that a company whose flagship product is
used for helpdesks around the world wouldn't follow that trend.
___
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Answers Are"
Re: BMC Rant
I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Rosenberry Sent: Tuesday, June 12, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: * Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F * Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support - It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability - Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness - Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D * Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- * Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purch
Re: OT: BMC Rant
It doesn't seem all that long ago when I could call Remedy support, stay on hold a minimal amount of time, get someone who spoke perfect American English, and get a problem resolved. If an issue was complex (which it usually was if I was calling in a support request), the support tech would WebEx into my machine, get a senior engineer on the line, etc. I also remember a time when the knowledge base on the support web was actually usable and returned results that were pertinent to your search criteria. It's almost like the entire business operation there just got switched overnight. The support web thing now is absolutely, 100% awful. Being that I am still on version 6.3, the product name is listed as Remedy Action Request System in the list of products...which is at the bottom of the 100 mile long dropdown list...which you can't jump ahead in by pressing the first character of what you're looking for. So filtering search results for me is brutal. I've complained and complained. "We're working on improving the support website," I'm told. Yeah, right-that was four months ago. I know a lot of people defend the support staff/infrastructure, and I am the first to realize that it's a tough job, but considering the exorbitant price of support, we deserve much, much better. Considering we pay thousands and thousands and thousands of dollars for support-and that I submit, what, 3 tickets a year-I should get the red carpet treatment. Instead I get a support agent who contacts me three or four days after my request is submitted and informs me that the obviously flawed object is "by design." From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, June 12, 2007 2:54 PM To: arslist@ARSLIST.ORG Subject: Re: OT: BMC Rant ** Hi Shawn, Hi Listers, I hadn't needed to call for several months, and now recently I had to initiate 3 separate issues. While I did not on recent occasion get foreign service desk, I have in the past and it was nightmarish. I couldn't understand them, and they could not understand me. While I am the first to admit having a speech impediment (I learned to speak while growing up in Brooklyn), It was far beyond any issues of accents. They also had no grasp of the "Remedy" nomenclature. Most recently however, I have gone through some frustration dealing with the service desk down in Texas. I had spoken to a young man who was both rude and dense. The denseness seemed rather purposeful. I have also spoken to some who were most pleasant and courteous. Either way when I explained there was a great need for a speedy resolution, and it was made a "Low - Medium" priority. In the end I was helped by Carmen and Gary. They did a great job as usual. Getting to someone however is hit of miss. Sometimes you get the guy on the phone who refuses to pass it on to the next tier. If they are going to learn and experiment on my time, don't I deserve some kind of rebate on my support fees? Their support groups in Pleasanton and Atlanta are top notch. We shouldn't have to go through hell to get to them though. Best Regards, Tom Altamore ----- Original Message - From: Shawn Rosenberry Date: Tuesday, June 12, 2007 2:12 pm Subject: OT: BMC Rant To: arslist@ARSLIST.ORG > Does anyone else get the feeling that upper management at BMC > doesn't know > what they are doing? Recent experiences I've had with the > organization have > not been good and it seems to be a continuing pattern. I don't > want to > discredit some of the good individuals that I've had the > privilege of > working with; however as an organization I've been disappointed with > BMC. Cases > in point: > > > > - Remedy Support Page Makeover: What a disaster. I can't believe > all of the problems they experienced during the switch. I > personally couldn't access support via the web for several > days and they lost several > of my open tickets in the process. I expect more from a major > corporation with business tools that specialize in ITIL base > ITSM. Grade > F > - Support: Dealing with Remedy support used to be a pleasant > experience. I can't say that anymore. There are so many > area of > concerns that I will break it down:. > 1. Foreign Support - It doesn't help when you can't understand > the person on the other end of the line. Even more frustrating, > is having to restate to them over and over the problem > that I am > experiencing because they can't understand me. I have had > 1 or > 2 good experiences here but that is about all. Grade D > 2. Availability - Several times I have attempted to call Remedy > and received
Re: BMC Rant
Don't remember that, but I do know that the list of escalation contacts, which had been there forEVER, is no longer available. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, June 12, 2007 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I know someone will correct me if I am wrong here I seem to remember that on the old supportweb site I could get a list of my contacts including my sales person. I mean how hard is that (You are already logged in so they know the Support Contract). Fred _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Rosenberry Sent: Tuesday, June 12, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: * Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F * Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support - It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability - Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness - Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D * Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- * Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract IDs? These issues aside, and here is the whammy, when undergoing a reorganization, why would you fire the only two people that you had within the organization that really knew how to perform licensing audits? I've been working with their licensing team for over two months now to complete an audit that I requested. My main contact has tried her best to assist me only to be frustrated by her upper management. I even discussed the issue with one of her managers and I got the feeling that they didn't understand the pain that they were causing. All I receive from him was that they were looking into the problem and would fix it as soon as they could. The only reason I don't give a failing grade was the one person who tried
Re: BMC Rant
I know someone will correct me if I am wrong here I seem to remember that on the old supportweb site I could get a list of my contacts including my sales person. I mean how hard is that (You are already logged in so they know the Support Contract). Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Rosenberry Sent: Tuesday, June 12, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: * Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F * Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support - It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability - Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness - Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D * Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- * Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract IDs? These issues aside, and here is the whammy, when undergoing a reorganization, why would you fire the only two people that you had within the organization that really knew how to perform licensing audits? I've been working with their licensing team for over two months now to complete an audit that I requested. My main contact has tried her best to assist me only to be frustrated by her upper management. I even discussed the issue with one of her managers and I got the feeling that they didn't understand the pain that they were causing. All I receive from him was that they were looking into the problem and would fix it as soon as they could. The only reason I don't give a failing grade was the one person who tried her best to assist me on this issue. Grade D I don't want to sound all negative about BMC and Remedy. I personally love the Remedy development platform and I've worked with it for over seven years now. It is my bread and butter. What I'm disappointed in is BMC's apparent lack of organi
Re: OT: BMC Rant
Hi Shawn, Hi Listers, I hadn't needed to call for several months, and now recently I had to initiate 3 separate issues. While I did not on recent occasion get foreign service desk, I have in the past and it was nightmarish. I couldn't understand them, and they could not understand me. While I am the first to admit having a speech impediment (I learned to speak while growing up in Brooklyn), It was far beyond any issues of accents. They also had no grasp of the "Remedy" nomenclature. Most recently however, I have gone through some frustration dealing with the service desk down in Texas. I had spoken to a young man who was both rude and dense. The denseness seemed rather purposeful. I have also spoken to some who were most pleasant and courteous. Either way when I explained there was a great need for a speedy resolution, and it was made a "Low - Medium" priority. In the end I was helped by Carmen and Gary. They did a great job as usual. Getting to someone however is hit of miss. Sometimes you get the guy on the phone who refuses to pass it on to the next tier. If they are going to learn and experiment on my time, don't I deserve some kind of rebate on my support fees? Their support groups in Pleasanton and Atlanta are top notch. We shouldn't have to go through hell to get to them though. Best Regards, Tom Altamore - Original Message - From: Shawn Rosenberry Date: Tuesday, June 12, 2007 2:12 pm Subject: OT: BMC Rant To: arslist@ARSLIST.ORG > Does anyone else get the feeling that upper management at BMC > doesn't know > what they are doing? Recent experiences I've had with the > organization have > not been good and it seems to be a continuing pattern. I don't > want to > discredit some of the good individuals that I've had the > privilege of > working with; however as an organization I've been disappointed with > BMC. Cases > in point: > > > > - Remedy Support Page Makeover: What a disaster. I can't believe > all of the problems they experienced during the switch. I > personally couldn't access support via the web for several > days and they lost several > of my open tickets in the process. I expect more from a major > corporation with business tools that specialize in ITIL base > ITSM. Grade > F > - Support: Dealing with Remedy support used to be a pleasant > experience. I can't say that anymore. There are so many > area of > concerns that I will break it down:. > 1. Foreign Support – It doesn't help when you can't understand > the person on the other end of the line. Even more frustrating, > is having to restate to them over and over the problem > that I am > experiencing because they can't understand me. I have had > 1 or > 2 good experiences here but that is about all. Grade D > 2. Availability – Several times I have attempted to call Remedy > and received a message on the voicemail that the team was > unavailable due to > a business meeting. Who in their right mind would take an > entire team offline for an entire day for a meeting? No one > else I have ever dealt with other than BMC. Split your meeting > into two sections so that you always have someone on the > phones to handle > issues. This should never happen, let alone three times > in two > years. Grade C > 3. Responsiveness – Support used to be very good at > getting back > to you and keeping you up to date on what is happening > with your > tickets. > This is no longer the case. More often than not I am calling > them to get an update on a ticket, usually finding out > that little or no > progress has been made. More often than not I wind up resolving > the issue on my own even when debugging their out of the box > applications. > Grade D > > > - Sales: How many times do your sales reps changes? While I was > working at one location our sales rep changed multiple times > during a six > month period. I understand people leave or get promoted, but don't > they transfer information to their successor? Why is it a > blank slate > every time? Recently I had an experience where I tried to > get a quick > pricing quote from our rep and then she went to a business > meeting for a > week without getting back to me. I had to work with two > other Reps in > order to finally get something. If this was the only problem > I could > live with it. but combine that with everything else it is > frustrating. Grade C- > - Licensing: How many times have you come into a site and > looked at > their licensing and wondered what do they really have? I had > a very > recent experience with this. We all know Remedy licensing > can be > confusing and that
Re: BMC Rant
Shawn, Well written covering alot of the issues. I've had to work with support numerous times (many hours) over the last few months and once you get past the level one you can get to the people that can help. That's assuming you're still able to communicate or even want to. It is very frustrating to constantly be saying, "What?" or "Say that again." You're right about a two way issue. Plus the quality of the phone connection leaves something to be desired also. When I asked about what scripts they were using, there were none. We all know Remedy, especially now, is not an application you can troubleshoot without extensive experience. I was just getting ready to do a post about an issue just uncovered today but I'll wait until tomorrow. Supports response was very thorough ending with just upgrade to ITSM 6. Like you can do that on the drop of a dime lol. We hear your pain and feel it too. Susan On 6/12/07, Tanner, Doug <[EMAIL PROTECTED]> wrote: ** Shawn, Well put. Having worked in the Remedy world for over 10 years I can not agree with you more. Hope BMC is listening. Doug Tanner RSP former RAC -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Shawn Rosenberry *Sent:* Tuesday, June 12, 2007 3:11 PM *To:* arslist@ARSLIST.ORG *Subject:* OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: - Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F - Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support – It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability – Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness – Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D - Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- - Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple suppo
RANT: RE: BMC Rant (continued)
This is how I see it.. When Remedy was Remedy Corporation, they saw a billion dollar picture 10 years ahead of them and worked their way to it, and didn't really work on the few millions they could make right now right then.. BMC perhaps enjoys their few million dollars quarter picture right now right here than pave their way to paint a billion dollar picture 10 years hence.. Then again I am not so much of a businessman as I am a techy so I may be way off here.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Shawn Rosenberry Sent: Tuesday, June 12, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: a.. Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F b.. Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1.. Foreign Support – It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2.. Availability – Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3.. Responsiveness – Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D a.. Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- b.. Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract IDs? These issues aside, and here is the whammy, when undergoing a reorganization, why would you fire the only two people that you had within the organization that really knew how to perform licensing audits? I've been working with their licensing team for over two months now to complete an audit that I requested. My main contact has tried her best to assist me only to be frustrated by her upper management. I even discussed the issue with one of her managers and I got the feeling that they didn't understand the pain that they were causing. All I receive from him was that they were looking into the problem and would fix it as soon as they could. The only reason I don't give a failing grade was the one person who tried her best to assist me on this issue. Grade D I don't want to sound all negative about BMC and Remedy. I pe
Re: BMC Rant
Shawn, Well put. Having worked in the Remedy world for over 10 years I can not agree with you more. Hope BMC is listening. Doug Tanner RSP former RAC From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Rosenberry Sent: Tuesday, June 12, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: OT: BMC Rant ** Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: * Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F * Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support - It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability - Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness - Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D * Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- * Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract IDs? These issues aside, and here is the whammy, when undergoing a reorganization, why would you fire the only two people that you had within the organization that really knew how to perform licensing audits? I've been working with their licensing team for over two months now to complete an audit that I requested. My main contact has tried her best to assist me only to be frustrated by her upper management. I even discussed the issue with one of her managers and I got the feeling that they didn't understand the pain that they were causing. All I receive from him was that they were looking into the problem and would fix it as soon as they could. The only reason I don't give a failing grade was the one person who tried her best to assist me on this issue. Grade D I don't want to sound all negative about BMC and Remedy. I personally love the Remedy development platform and I've worked with it for over seven years now. It is my bread and butter. What I'm disappointed in is BMC's apparent lack of organization in dealing with changes and their apparent attempts to de-emphasize support. I hope
OT: BMC Rant
Does anyone else get the feeling that upper management at BMC doesn't know what they are doing? Recent experiences I've had with the organization have not been good and it seems to be a continuing pattern. I don't want to discredit some of the good individuals that I've had the privilege of working with; however as an organization I've been disappointed with BMC. Cases in point: - Remedy Support Page Makeover: What a disaster. I can't believe all of the problems they experienced during the switch. I personally couldn't access support via the web for several days and they lost several of my open tickets in the process. I expect more from a major corporation with business tools that specialize in ITIL base ITSM. Grade F - Support: Dealing with Remedy support used to be a pleasant experience. I can't say that anymore. There are so many area of concerns that I will break it down:. 1. Foreign Support – It doesn't help when you can't understand the person on the other end of the line. Even more frustrating, is having to restate to them over and over the problem that I am experiencing because they can't understand me. I have had 1 or 2 good experiences here but that is about all. Grade D 2. Availability – Several times I have attempted to call Remedy and received a message on the voicemail that the team was unavailable due to a business meeting. Who in their right mind would take an entire team offline for an entire day for a meeting? No one else I have ever dealt with other than BMC. Split your meeting into two sections so that you always have someone on the phones to handle issues. This should never happen, let alone three times in two years. Grade C 3. Responsiveness – Support used to be very good at getting back to you and keeping you up to date on what is happening with your tickets. This is no longer the case. More often than not I am calling them to get an update on a ticket, usually finding out that little or no progress has been made. More often than not I wind up resolving the issue on my own even when debugging their out of the box applications. Grade D - Sales: How many times do your sales reps changes? While I was working at one location our sales rep changed multiple times during a six month period. I understand people leave or get promoted, but don't they transfer information to their successor? Why is it a blank slate every time? Recently I had an experience where I tried to get a quick pricing quote from our rep and then she went to a business meeting for a week without getting back to me. I had to work with two other Reps in order to finally get something. If this was the only problem I could live with it. but combine that with everything else it is frustrating. Grade C- - Licensing: How many times have you come into a site and looked at their licensing and wondered what do they really have? I had a very recent experience with this. We all know Remedy licensing can be confusing and that their process needs to be updated. Honestly, how difficult should it be to be able to tell a development license from a production license from a hot backup license? Also, shouldn't it be fairly easy to pull up all the licenses purchased by a company even if they have multiple support contract IDs? These issues aside, and here is the whammy, when undergoing a reorganization, why would you fire the only two people that you had within the organization that really knew how to perform licensing audits? I've been working with their licensing team for over two months now to complete an audit that I requested. My main contact has tried her best to assist me only to be frustrated by her upper management. I even discussed the issue with one of her managers and I got the feeling that they didn't understand the pain that they were causing. All I receive from him was that they were looking into the problem and would fix it as soon as they could. The only reason I don't give a failing grade was the one person who tried her best to assist me on this issue. Grade D I don't want to sound all negative about BMC and Remedy. I personally love the Remedy development platform and I've worked with it for over seven years now. It is my bread and butter. What I'm disappointed in is BMC's apparent lack of organization in dealing with changes and their apparent attempts to de-emphasize support. I hope someone from BMC reads this post and it makes them think about what they are doing to their company. Historically one of Remedy's greatest strengths has been its developers who are on the front lines telling everyone what a great product Remedy is and what it can do for their company. While it is still possible to tell customers that Remedy is a great product I find myself more and more reluctant to tell them tha
