Some interesting questions, Mike! Here's my opinion as a past contractor:
First, I would work with your support to determine if this is a standard
behavior or environment related. Personally, I have not seen this either,
which makes me think that it might be an issue on your system, in particular
the database. Being more informed than your customer is one of the things
we're paid for, and it also gives you a path of action to communicate to the
customer.
Second, if it is a standard behavior I would lean more towards bug than RFE -
If you ask to delete a file, it should be removed, not just hidden.
Third, regarding the customer's comment, I recommend not engaging in a critique
of the system. Once you know one way or the other, you can respond more
intelligently. If it was a conscious decision on BMC's part that caused this,
then I would explain this to the customer and let them know that the beauty of
the system is that they can make a different decision and you can implement it
for them. If it is a bug, as seems more likely, than you can explain what
happened and how it will be fixed.
My more than two cents, for what it’s worth. . . :^)
Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com
ProQuest...Start here. 2010 InformationWeek 500 Top Innovator
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-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Conroy
Sent: Tuesday, July 05, 2011 11:36 PM
To: arslist@ARSLIST.ORG
Subject: Prompt when updating/replacing an attachement
So, here's a question.
Why, when you delete an attachment from an attachment pool, there is no warning
but if you right-click one, click Add and select a file, a warning dialog is
displayed that says Would you like to replace file1.txt with file2.txt?
A customer raised it with a Project Manager and the Project Manager said to me
The customer believes that this is completely illogical and therefore
doesn’t believe that this is Remedy out of the box behavior.
To be honest, I had never noticed it before and I've been working with Remedy
for a long time.
Anybody else pondered about/noticed this behavior?
Is it a defect?
Should an RFE be raised?
Should I agree with the customer but tell him illogical it may be but that's
just the way it is?
Mike Conroy
Solution Architect
Planwell
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